Scenario: a family signs a “1Gbps” fiber contract but measures 200Mbps at peak — complaining gets “the committed speed is the maximum”. In FTTH contracts, the small word “maximum” decides big rights. Reading carefully before signing is the only way to avoid surprises.
FTTH contracts: 5 must-read points
- Committed speed: “maximum” (theoretical) vs “minimum/committed” (guaranteed)? — dispute No. 1.
- Tariffs and adjustments: when may the carrier raise prices, with how much notice.
- Commitment term: 12/24-month plans — early-termination penalties.
- Equipment: loaned or sold modem/router — who replaces failures, at what cost.
- Quality and compensation: uptime commitments, repair times, bill credits for prolonged outages.
Actual quality: the right to measurement
Users may demand carrier speed tests when doubting quality; results ground complaints. Carriers must publish service quality matching national technical regulations. Persistently slow, unremedied service grounds bill reduction, damages and unilateral termination.
“Monopoly” Internet in buildings and urban areas
Many apartment towers and urban zones admit only one carrier’s fiber — residents get no choice. Exclusivity deals between developers/managers and carriers may breach competition law and consumer choice rights (Consumer Protection Law 19/2023/QH14). Residents may complain to telecom and consumer-protection authorities.
Switching carriers — keeping the line?
Unlike mobile number portability, fixed Internet has no keep-the-line porting — switching usually means reinstallation (new cable, new modem). Before signing, clarify installation costs, lead times and exit terms — don’t get “locked” by high cancellation fees.
Frequently asked questions
1. What is the difference between “maximum” and “committed” speed?
“Maximum” is theoretical under ideal conditions; “committed/minimum” is guaranteed. Quality disputes turn on the contracted committed speed.
2. What can users do about persistently slow Internet?
Demand carrier testing; complain for remediation, bill credits, damages; unilaterally terminate for serious breach.
3. Is single-carrier fiber exclusivity in buildings legal?
Such exclusivity may breach competition law and consumer choice rights — residents may complain.
4. Does early Internet-contract cancellation cost?
Depends on the contract: 12/24-month commitment plans usually carry early-termination penalties — read before signing.
5. Can switching carriers keep the fiber line?
Usually not — fixed Internet lacks mobile-style line porting; switching means reinstallation.
This article has been quality-reviewed by the FLAW AI Legal Council.