Updated : 29/02/2016
Wherever you are in the EU you must be able to access electronic communication services of good quality at an affordable price - including basic internet access. There must be at least 1 internet provider who can provide this service for you. This is known as the 'universal service' principle.
To find out more, contact the national regulatory authorities in your country. They will put you in touch with your universal service provider.
Jack moved to a remote part of the Scottish countryside and wanted to get an internet connection in his new house there. After several companies had told him their networks didn't cover his area, he finally found out who the universal service provider was in Scotland. He contacted this company, which provided him with an internet connection.
Your internet provider must give you information on:
Laura from Romania wanted to get an internet connection at home, but wasn't sure about the quality of services provided by the various packages on offer.
Luckily - as required by law - all the service providers gave sufficient details on their websites. And Laura was able to get even more information from the Romanian national regulatory authorities for electronic communications.
The internet provider must also:
Eric wanted to get an internet connection in his flat during his 1 year stay in London on a university exchange - but was told by several providers that the minimum subscription time was 2 years.
After consulting the national authority for electronic communications and finding out about his rights, Eric contacted the providers again and was able to get a subscription for 1 year only.
If you are a user with disabilities, you are entitled to the same range and choice of services enjoyed by the majority of consumers.
You may also be eligible for special accessibility devices from your service provider - such as magnification software or a screen reader, if you are visually impaired.
Your national regulatory authorities might be able to provide you with more details as regards these accessibility rights.
Véronique, from France, is partially sighted and needs special assistance to read websites.
On a tip from a friend, she contacted the French universal service provider to enquire about getting a screen reader. The provider delivered the software Véronique needed.
Your personal data must be adequately protected.
You are entitled to:
Maria from Spain spends a lot of time chatting with friends on the internet. But after seeing some stories in the news, she began to get a bit worried her service provider could be tracking her messages.