Maximum speed estimated and promoted for mobile internet service
1. Definitions:
Estimated maximum speed is the maximum estimated data transfer speed. It represents the data transmission rate that an end user may experience under real conditions. This speed is specified by type of network technologies.The promoted speed of data transfer represents the data transmission rate that the provider uses in information for commercial purposes.
Maximum speed estimation for each technology:
| Technology | 4G | 3G | 2G |
|---|---|---|---|
| Download speed (download) | 50 Mbps | 8 Mbps | 8 Mbps |
| Upload speed (upload) | 10 Mbps | 8 Mbps | 8 Mbps |
2. Methodology for determining the estimated maximum speed of data transfer:
Maximum data transfer speed and normally available data transfer speed can be affected by several factors:•Disturbances of radio electrical signals caused by external radio electrical sources, various obstacles (buildings, bridges, tunnels, metal constructions, soil geography, walls of the building where the measurements are made, etc.);
• Temporary maintenance, development, modification or expansion of telecommunications networks;
• Using a device that does not have technical specifications that allow it to reach the maximum speed estimated according to the technical capabilities of the network (for example, processor with poor performance, insufficient memory, etc.);
• The use of proxy servers or VPN applications during the tests;
• Use of antivirus programs;
• Limitations of the operating system - certain errors of the operating system of the mobile device with which the measurements are made may affect the transfer speed and may cause erroneous results to be obtained; the tests must be performed from mobile devices with up-to-date operating systems;
• The version of the browser used - the latest versions of browsers contain dedicated options for facilitating the best possible transfer speeds (eg. support for a number of threads running in parallel for data transfer);
• The spectrum and radio technologies available in the area where the measurements are made;
• Signal strength level and signal quality level;
• The availability of the cell's resources at the time of the measurements;
• The time intervals in which the measurements are made (during or outside peak hours);
• The existence of background/parallel traffic during the measurement;
• The existence of applications running in the background.
3. Speed measurement procedure for mobile internet access service
A. Device conditions:
• All measurements must be made with the same SIM card and the same device;• The device must have the software updated to the latest version available for that device;
• The device must have technical specifications that allow it to reach the maximum speed estimated according to the technical capabilities of the network:
• Minimum requirements for 3G technology: minimum Quad Core processor at minimum 1.2 GHz, internal memory minimum 1GB RAM, operating system: Android 7.0 or newer, iOS11 or newer; HSDSCH Physical Layer Category:24 / EDCH Physical Layer Category:6; support for 3G UMTS bands B1 and B8
• It is necessary to disable the Internet connection sharing option (Mobile Hotspot/Mobile Tethering);
• it is necessary to close all programs or applications that generate data traffic (Filesharing, streaming, browsing of any kind, messaging, etc.).
B. All measurements must be performed under the following conditions:
• In areas where the technology related to the measured speed is available; avoiding crowded spaces (for example sports competitions, demonstrations, concerts, etc.);• At times when there are no unfavorable weather conditions (for example: strong wind, storm, snow, etc.).
Steps to be followed by a user who wants to measure speeds for mobile internet access service:
1. To download the Net.mede application from the Google Play store (Android) or the App Store (IOS);
2. Own or create an account on Net.mede;
3. To be connected/authenticated on the Net.mede account at the time of the measurements;
4. To carry out the measurements taking into account all the conditions described above;
5. To carry out measurements for at least 5 days (including at least one weekend day) during a maximum of 30 consecutive days, carrying out at least 6 measurements per day, of which at least one measurement every day in the time interval 23:00 -07:00. Measurements must be taken at intervals of at least one hour apart. An important, permanent or recurring difference is considered if at least half of the measurements taken are below the values in the table:
| Download | Upload | |
|---|---|---|
| 3G | 2Mbps | 0.5Mbps |
4. The procedure for resolving end-user complaints
Complaints regarding the electronic communications products and services provided by Lyca Mobile may be submitted by end users to the Customer Service Department in any of the following ways:1. Phone
• Call 1632 from your Lyca Mobile Rates: Wait time: FREE• Call the customer support: FREE
• Call + 351 265001632 from another phone, or from abroad
• Rates: can be applied to other operating charges
2. Web form:
• By completing the form at the following address: https://www.Lyca Mobile.pt/en/help/contact-us/
3. E-mail:
• If the complaint has already been registered, and the end user is not satisfied with the answer received and wishes that the problem to be investigated further, may send an email to: complaints@lycamobile.pt
The work schedule of the Customer Service Department is from Monday to Saturday between 09:30-18:30.
End users may submit complaints to Lyca Mobile within 30 calendar days from the date of the event. Complaints must include the customer's name and contact details, including telephone number and a description of the subject matters. We intend to resolve complaints as soon as possible and will therefore forward information to the customer about how and when we can resolve the issue through one of the communication options that the customer chose when registering the complaint. The maximum term for resolving complaints is 5 working days.
The deadline for solving the problems is 120 hours from the notification of it in any of the ways of submitting the complaint, except for situations that are beyond the control of Lyca Mobile or its suppliers. In some situations, including force majeure, some cases, depending on their nature and complexity, the aspects that are reported, when additional checks or investigations are necessary, the deadline for resolving complaints can be extended, in exceptional cases, up to 60 calendar days, prior notification to the customer of these circumstances.
The terms mentioned above are calculated from the date of registration of the complaint with Lyca Mobile.
If the complaint is not resolved amicably, the customer has the possibility to resolve the dispute by addressing ANCOM (National Authority for Administration and Regulation in Communications or the competent court, if necessary.
3. E-mail:
• If the complaint has already been registered, and the end user is not satisfied with the answer received and wishes that the problem to be investigated further, may send an email to: complaints@lycamobile.pt
The work schedule of the Customer Service Department is from Monday to Saturday between 09:30-18:30.
End users may submit complaints to Lyca Mobile within 30 calendar days from the date of the event. Complaints must include the customer's name and contact details, including telephone number and a description of the subject matters. We intend to resolve complaints as soon as possible and will therefore forward information to the customer about how and when we can resolve the issue through one of the communication options that the customer chose when registering the complaint. The maximum term for resolving complaints is 5 working days.
The deadline for solving the problems is 120 hours from the notification of it in any of the ways of submitting the complaint, except for situations that are beyond the control of Lyca Mobile or its suppliers. In some situations, including force majeure, some cases, depending on their nature and complexity, the aspects that are reported, when additional checks or investigations are necessary, the deadline for resolving complaints can be extended, in exceptional cases, up to 60 calendar days, prior notification to the customer of these circumstances.
The terms mentioned above are calculated from the date of registration of the complaint with Lyca Mobile.
If the complaint is not resolved amicably, the customer has the possibility to resolve the dispute by addressing ANCOM (National Authority for Administration and Regulation in Communications or the competent court, if necessary.
The work schedule of the Customer Service Department is from Monday to Saturday between 09:30-18:30.
End users may submit complaints to Lyca Mobile within 30 calendar days from the date of the event. Complaints must include the customer's name and contact details, including telephone number and a description of the subject matters. We intend to resolve complaints as soon as possible and will therefore forward information to the customer about how and when we can resolve the issue through one of the communication options that the customer chose when registering the complaint. The maximum term for resolving complaints is 5 working days.
The deadline for solving the problems is 120 hours from the notification of it in any of the ways of submitting the complaint, except for situations that are beyond the control of Lyca Mobile or its suppliers. In some situations, including force majeure, some cases, depending on their nature and complexity, the aspects that are reported, when additional checks or investigations are necessary, the deadline for resolving complaints can be extended, in exceptional cases, up to 60 calendar days, prior notification to the customer of these circumstances.
The terms mentioned above are calculated from the date of registration of the complaint with Lyca Mobile.
If the complaint is not resolved amicably, the customer has the possibility to resolve the dispute by addressing ANCOM (National Authority for Administration and Regulation in Communications or the competent court, if necessary.
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