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Central Italy Earthquake

News 01/06/2017
Concessions for the users hit by the seismic events of 2016

In compliance with the provisions of Resolution no. 235/17/CONS of the Italian Regulatory Authority for Communications (Autorità per le Garanzie nelle Comunicazioni - AGCOM) regarding "Concessions for communities hit by the seismic events of 2016, pursuant to Italian Decree Law, no. 189 of 17 October 2016, shown below are the methods provided for payment by instalments of the invoices, the payments of which have been suspended and the measures relating to rate concessions.

The deadline for the submission of applications for concessions, complete with the relating documentation, has been set for 12 September.

Who can apply for concessions

  • Private customers who are residents in the Municipalities indicated in appendices 1 and 2 of Italian Decree Law no.189/2016 regardless of whether the building has been declared unfit for use;
  • Private customers, except for business owners, who are residents of the municipalities of Teramo, Rieti, Ascoli Piceno, Macerata, Fabriano, Spoleto if they submit a declaration that the building is unfit for use;
  • Private customers and business owners of all the municipalities of the four regions (Lazio, Umbria, Marche, Abruzzo) hit by the earthquake if they can prove the link of cause and effect between the unfitness for use of their building an the seismic event.

 

How to apply for the concessions:

In order to apply for concessions you will need to submit the following documentation by 12 September 2017:

  • Certification of unfitness for use;
  • Composition of the household (for mobile services only);
  • Declaration that you have not requested concessions from other operators (for business owners only);

List of concessions provided for private customers and business owners on the fixed line and mobile networks

Private customers - FIXED LINE NETWORK

  • If UNFITNESS FOR USE has not been declared, refund of the invoices issued in the six months of suspension is provided, for the months in which there was NO activity on the line only;
  • If UNFITNESS FOR USE has been declared, refund of the invoices issued in the twelve months of suspension is provided;
  • Free withdrawal;
  • Free relocation.

 

Private customers - MOBILE NETWORK

  • For subscription services, a discount of 50% is provided for six months on invoices issued following the effective date of the resolution (12 October);
  • For pre-paid services, a bonus of 50% is provided for six months of the topped-up credit in the preceding month. The bonus must be consumed within two months;
  • For all services, 1 GIGA extra is provided for six months, but only if compatible with the customer's active service;

 

These measures are provided only if UNFITNESS FOR USE has been declared within six months of the earthquake and shall be applied from October 2017 onwards.

Business owners - FIXED LINE AND MOBILE NETWORKS

You can benefit from just one of the following concessions:

  • A discount of 50% on the invoices for fixed line services, issued following the effective date of the resolution (fixed line or mobile) or
  • A discount of 50% on the invoices for mobile services, issued following the effective date of the resolution or
  • 50% bonus for six months of the credit topped-up in the preceding month (mobile). The bonus must be consumed within two months or
  • 1 GIGA extra (if compatible with the customer's active service)

 

These measures are provided only if UNFITNESS FOR USE has NOT been declared within six months of the earthquake and shall be applied from October 2017 onwards.

Methods of payment by instalments

The methods of payment by instalments shall be agreed with the customers and shall be applied for sums greater than EUR 50 only. It will be possible to pay the sums by instalments with a minimum of three and up to a maximum of twelve instalments.

For detailed information on concessions for private customers please call 192 193 and for business customers please call 192 194.

Central Italy Earthquake

Following the earthquake of 18 January 2017, Fastweb has undertaken new initiatives to protect and offer direct support for its customers who are residents in the municipalities hit by the earthquake and identified in Italian Legislative Decree no. 189/2016, published in Official Gazette no. 294 of 17/12/2016.

Measures to support customers

  • Suspension for the next six months, in other words, until September, of invoicing and subsequent introduction of payment instalment plans according to the methods identified by the Italian Regulatory Authority for Communications (Autorità per le Garanzie nelle Comunicazioni - AGCOM).
  • Routing of direct calls to Customer Care to a dedicated group, specially formed to respond to the special needs of the customers;
  • For those that request it, free activation of call transfer from the landline to a mobile number and free relocation of the landline to another address;
  • Termination of the service without the formalities provided for under the general conditions of contract and without the application of the deactivation costs or any penalties;
  • Suspension of telephone marketing;
  • Suspension of past debt recovery activities.

 

Fastweb has already launched an outbound campaign in order to contact customers in the areas affected to inform them of the new actions undertaken. Furthermore, the company has placed a group of staff dedicated to customer services at the disposal of the customers located in the municipalities affected. For detailed information on the suspension of invoicing, for residential customers please call 192 193 and for business customers please call 192 194.

All concessions may be extended and granted to customers, even by request, in the event of proven unfitness for use of the buildings, by contacting Customer Service on 192 193.

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Following the earthquake of 30 October, Fastweb has undertaken several initiatives to protect and offer direct support to its customers who are residents in the municipalities that suffered damage and has taken part in the fundraising for the communities hit by the seismic events.

Charity calls

Fastweb, together with the other telecommunications operators and acting in agreement with the Italian Civil Protection Department, has a activated the charity number 45500 for raising funds. Fastweb customers can donate EUR 2 from their landlines. The call is free and the full amount of the funds raised will be transferred to the Italian Civil Protection Department, which will use it for the regions hit by the earthquake.

Measures to support customers

In order to help its customers who are residents in the Municipalities hit by the earthquake, Fastweb has adopted the following provisions:

  • Suspension of invoicing for six months;
  • Cancellation of any debts previously accrued by the customers and not yet collected;
  • Cancellation, by issuing credit notes, of invoices already issued on 31 October last;
  • Free top-ups for six months for customers using the prepaid mobile service;
  • Free replacement, in the event of loss and request by the customer, of a replacement USIM;
  • Routing of direct calls to Customer Care to a dedicated group, specially formed to respond to the special needs of the customers;
  • For those that request it, free activation of call transfer from the landline to a mobile number and free relocation of the landline to another address;
  • Termination of the service without the formalities provided for under the general conditions of contract and without the application of the deactivation costs or any penalties;
  • Suspension of telephone marketing.


Fastweb has placed a group of staff dedicated to customer services at the disposal of the customers located in the municipalities affected. For detailed information on the suspension of invoicing and mobile traffic bonuses, customers can call on 192 193.

Central Italy Earthquake of 24 August

Charity calls

Fastweb, together with the other telecommunications operators and acting in agreement with the Italian Civil Protection Department, has a activated the charity number 45500 for raising funds. Fastweb customers can donate EUR 2 from their landlines. The call is free and the full amount of the funds raised will be transferred to the Italian Civil Protection Department, which will use it for the regions hit by the earthquake.

600 smartphones

Fastweb has decided to donate up to 600 free smartphones and USIMs to the communities hit by the earthquake for immediate use for 6 months. Delivery of the terminals and the USIMs, distributed by means shared with the Civil Protection Department and the local authorities is underway and will continue based on requirements.

Furthermore, Fastweb has distributed about 90 cordless telephones to the Civil Protection offices at the evacuee camps, the local authorities and the local residents in the municipalities hit by the earthquake who cannot remain in their own homes but have a functioning landline.

Fastweb fundraising

An internal fundraising initiative is underway at company: each employee can donate between one and four hours of work, which Fastweb will double with an equivalent contribution. To date, 1,089 employees have taken part in the fundraiser.

This initiative is being implemented in accordance with the one promoted by Confindustria,CIGL, CISL, UIL and communicated by ASSTEL.

Fibre optic connections

In the days immediately following the earthquake, Fastweb created two fibre optic connections for the Rieti Civil Protection office.

Measures to support customers

In order to help its customers who are residents in the municipalities hit by the earthquake, Fastweb has adopted the following provisions:

  • Suspension of invoicing for six months;
  • Cancellation of any debts previously accrued by the customers and not yet collected;
  • Cancellation, by issuing credit notes, of invoices issued on 01 September 2016;
  • Free top-ups for six months for customers using the prepaid mobile service;
  • Free replacement, in the event of loss and request by the customer, of a replacement USIM;
  • Routing of direct calls to Customer Care to a dedicated group, specially formed to respond to the special needs of the customers and the assignees of the emergency USIMs distributed;
  • For those that request it, free activation of call transfer from the landline to a mobile number or free relocation of the landline to another address;
  • Termination of the service without the formalities provided for under the general conditions of contract and without the application of the deactivation costs or any penalties;
  • Suspension of telephone marketing.

Fastweb has placed a group of staff dedicated to customer services at the disposal of the customers located in the municipalities affected. For detailed information on the suspension of invoicing and mobile traffic bonuses, customers can call on 192 193.