Change of Internet access service provider
Change of Internet Service Provider According to §34a) of Act No. 127/2005
What is the change of provider under §34a of the Act?
It is a process of switching from a current (departing) provider to a new (receiving) provider. The goal is to ensure service continuity, meaning the departing provider will not disconnect the service until the transition is complete – that is, after receiving confirmation from the receiving provider that the change has taken place.
How does the customer request to use the change of provider process?
The request is submitted to the receiving provider. It must explicitly state that the customer intends to use the change of provider under §34a of the Electronic Communications Act. The method of communication between operators is determined by the departing provider.
How does the entire process work?
The customer orders the service from the receiving (future) provider and communicates only with them. The termination of the contract with the current (departing) provider is handled by the receiving provider on the customer’s behalf.
The receiving provider informs the departing operator of the change within 1 business day.
The departing provider must confirm or reject the order within 1 business day (only for reasons stated in the regulation) and will inform whether the service is part of a bundle.
If the terminating service is part of a bundle, the receiving provider must confirm the change, cancel it, or provide a new transfer date within 3 business days.
What are the minimum requirements for an order using the change of provider process?
The participant must include at least the following in the request:
a) Their identification details
b) Identification details of the departing internet service provider
c) Identification of the services to be transferred
d) The desired date for the provider change
e) The KPPI verification code for the provider change, issued by the departing provider
What should you keep in mind when using the provider change process under §34a of the Act?
- If the provided service is part of a bundle, the process only covers the internet access service transfer. Other services will either be terminated or charged depending on the specific situation. This must be resolved with the departing provider in accordance with the current contract documentation.
- The transfer process under §34a does not resolve obligations arising from contract documentation. Before transferring, we recommend checking whether your contract contains any binding commitments that the departing provider may enforce. These obligations are found in the contract, its attachments, and the General Terms and Conditions.
Where can I find the verification code for the provider change?
The code can be found in the contract documentation, specifically in the service handover protocol under the “Service Number” section. If unsure, the Customer Care Center will provide it after verifying your identity.
What is the transfer time frame?
The time frame is determined by agreement between the participant and the receiving provider. It does not necessarily have to be within a few days. Service interruption must not exceed 1 business day.
What are the flat-rate compensations and how much are they?
Flat-rate compensation is due to the customer if the change does not occur on the agreed date.
In case of non-compliance, the participant is entitled to compensation of CZK 200 per started day of delay, and CZK 400 from the sixth day onward.
The participant must request the compensation. In case of dispute, general legal provisions apply.
What is the contact point for using the provider change process under §34a of the Act?
The contact point is the Customer Care Center, specifically the email: crm(at)ha-vel(dot)cz