To make our promises measurable we publish the following commitments. They apply to all consumer tariffs.
Speed commitment
At least 90% of tariff speed is delivered on a wired connection, even at peak hours. If it falls below this, a speed measurement is taken when the subscriber opens a fault ticket, and if we are at fault a refund is made for the duration of the fault.
Installation
- Average time from application to installation is three working days.
- Installation appointments are given in two-hour windows.
- If we are late to an appointment, a 100 TRY account credit is applied.
Fault resolution
- 88% of faults are cleared within 24 hours.
- For infrastructure-related outages longer than 24 hours, a daily fee refund is made.
Privacy and transparency
Traffic management practices, such as peak-line optimisation, are stated in tariffs; no data-cap or content-based throttling is applied.
Complaints process
You can submit complaints by call centre, email, customer portal or in store. Each ticket is tracked by number and answered within ten working days. If you are not satisfied with the resolution, your right to apply to the Information and Communication Technologies Authority and consumer arbitration committees is reserved.