Internet portability
Conditions for changing the Internet access service provider pursuant to Section 34a of Act 127/2005 Coll.
I. Introductory provision
These terms and conditions set out the procedure for implementing a change of Internet access service provider (hereinafter referred to as “Change of Provider”) and regulate the rights and obligations of the provider and the subscriber of the publicly available Internet access service (hereinafter referred to as “Subscriber”). The provider is the company Faster CZ spol. s r.o., ID No. 60722266, with registered office at Jarní 1064/44g, Postal Code 61400, Brno, registered in the commercial register maintained by the regional court in Brno, Section C, Insert 16631, CTU certificate No. 401 (hereinafter referred to as “Faster CZ”).
The provider is obliged to allow the subscriber who so requests to change the Internet access service provider only if it is technically possible.
The overall procedure for the implementation of the change of provider shall be carried out only on business days.
The following shall be involved in the implementation of the change of provider:
(a) the subscriber
(b) the acquiring provider, which means the new Internet access service provider
(c) the released provider, which means the existing Internet access service provider
All procedures for the implementation of the change of provider shall be governed by the relevant provisions of Act No. 127/2005 Coll., on electronic communications, in accordance with decree No. 58/2022 Coll., on the conditions of number portability and change of Internet access service provider, and decree No. 529/2021 Coll., on the determination of the amount of lump-sum compensation in connection with number portability or change of Internet access service provider and on the manner of publication of information on the right to lump-sum compensation issued by the Czech Telecommunications Office (hereinafter referred to as “CTU”).
II. Change of internet from another service provider to Faster CZ as the acquiring provider
The procedure for the change of provider is managed by the accepting Internet access service provider, in this case Faster CZ. The subscriber may submit a request for a change of provider via the e-mail address inetportace@faster.cz or via the customer service line.
The subscriber’s request must include at least:
(a) OKU code (or Subscriber Verification Code)
b) identification of the provider being left
c) the service identifier of the exiting provider (e.g. service identification number, or tariff name, service installation address)
(d) subscriber identification data (identity verification data)
(e) the proposed date on which the subscriber wishes to change service provider
The request shall be forwarded by Faster CZ to the exiting provider no later than the next business day after receipt of all necessary data.
The exiting provider shall have one business day to notify Faster CZ whether it confirms the request or may reject the request in certain cases (e.g. due to a non-existent OKU code).
If the abandoned provider confirms the request, Faster CZ will initiate a technical investigation.
According to the technical investigation, Faster CZ decides whether the proposed transmission date indicated by the subscriber in the request:
(a) confirm
b) propose a new date according to technical possibilities
c) cancel the request, if necessary, if the service cannot be established
Faster CZ, as the accepting provider, reserves the right to cancel the date of the change of provider and propose a new date to the subscriber, and at the same time reserves the right to cancel the request if for technical reasons it is not possible to establish the service at the given location.
The implementation of the transfer of the Internet access service will take place on a date to be mutually confirmed by Faster CZ and the subscriber, in case it differs from the date proposed in the subscriber’s application.
Interruption of service provision due to a change of provider shall not exceed one business day.
The new subscriber agreement with Faster CZ shall take effect on the date of the scheduled transfer, even if the service is not activated on that date.
If Faster CZ and the subscriber do not agree on a different change of provider date or another solution immediately after Faster CZ informs the subscriber of the impossibility of implementation on the chosen date, but within a maximum of 60 days from the date of the originally agreed change of provider date, due to the subscriber’s inactivity, even though Faster CZ has tried to contact the subscriber, the subscriber shall be deemed to have withdrawn his/her request and withdrawn from the subscription agreement.
In the event that the transfer of the Internet access service does not take place, the subscriber shall return all terminal equipment owned by Faster CZ within 15 days.
III. Change of internet from Faster CZ to another service provider
In order to change the Internet access service provider from Faster CZ to the new acquiring provider, the subscriber must submit the OKU code (Subscriber Verification Code) found in the subscriber’s subscription agreement.
The change of provider process is managed by the transferee provider who sends the necessary information to Faster CZ at the email address inetportace@faster.cz, communication is initiated and conducted exclusively via this email address.
The request must include at least:
(a) OKU code (or subscriber verification code)
b) a unique identification of the receiving ISP
(c) the proposed date on which the change of ISP is to take place
Communications to this email address are recorded and retained for the purpose of resolving complaints or proving any exclusion of liability for damages for breach of statutory obligations in connection with the change of Internet access service provider. The above email address is serviced on working days from 09:00 to 17:00. If the application does not meet the minimum criteria set out above, it will be rejected.
If the appropriate OKU code has been provided in the received change of provider request, no changes can be made to the Internet access service settings.
The subscription agreement between Faster CZ and the subscriber shall be terminated on the date of the change of internet service provider, unless otherwise agreed by the parties. The termination of the subscription agreement shall not affect the subscriber’s obligation to pay all obligations to Faster CZ arising under the contractual relationship.
If there is no change of provider, the subscription agreement with Faster CZ shall continue under the existing terms and conditions until its proper termination.
The subscriber is not entitled to tamper with or dismantle in any way the terminal equipment for the transmitted service owned by Faster CZ until the change of provider.
IV. Service in package
If the transferred service is bundled with other services or devices, the change of provider may have an impact on other components of the bundle (e.g. price change, termination of discounts, obligation to pay for the device, etc.). It may also deactivate certain services that cannot be provided without the transferred service.
If the subscriber points out that the transferred service is part of a package or fails to provide instructions on how to deal with other services, the originally agreed time limit for transferring the service may be extended or the application may be cancelled (subject to the terms and conditions of the accepting provider).
If the abandoning provider notifies the accepting provider of the existence of the service in the package, the accepting provider will then notify the subscriber within 3 business days to confirm or cancel the request as instructed by the subscriber. If the transitioning provider does not receive any instruction from the subscriber within the 3 business days, the transitioning provider shall be entitled to cancel the application.
V. Conditions for determining the amount of the flat-rate compensation
The subscriber is entitled to financial compensation if there is a delay in changing the Internet access service provider or if the change of Internet access service provider is abused.
The amount of the lump sum compensation is set by Implementing Regulation No. 529/2021, a selected part of the provisions of which provides for:
(a) delay in changing the service provider CZK 200 per day of delay, and from the sixth day of delay onwards CZK 400 per day of delay
b) abuse of the change of service provider CZK 600 per day of the defective condition
c) failure to comply with repair and installation deadlines CZK 200 per day of delay, starting from the sixth day of delay CZK 400 per day of delay
The flat-rate compensation shall be applied by the subscriber to the provider who has failed to comply with the obligations.
The subscriber is obliged to make a legitimate claim for a lump sum compensation in writing by submitting a timely claim, i.e. within two months from the date of the breach of any of the obligations listed in Section 5 a) to c).
Final provisions
Faster CZ is entitled to update or change these terms and conditions of changing internet provider at any time, but always in accordance with applicable law. All changes shall become effective upon their publication on the internet at https://www.faster.cz/, unless a later effective date is expressly provided.
Effective 1 April 2022
