Nachhaltigkeitsbericht 2019
Network and customers

Network and customers

One gigabit per second is the pulse frequency of today’s digital society. In both real and symbolic terms, a gigabit represents the capacity of digital networks, connecting us reliably to our friends and family. Allowing us to work and learn wherever we want. Enabling us to control machinery, water gardens, irrigate fields and produce foodstuffs efficiently. Making it possible for companies to be there for their customers around the clock. The Magenta network establishes the connection to the Gigabit Society with Austria’s powerful, gigabit-speed fibre-optic cable network and the best mobile network in Austria (according to tests by connect magazine).

In 2018, we set a milestone on the journey to Austria’s digital future. By unifying T-Mobile Austria and UPC Austria to form Magenta Telekom, we created an ultra-fast, integrated network to satisfy our society’s near-insatiable appetite for data. This is significant, given the breathtaking pace of the digital transformation: in 2018, the volume of data in the T-Mobile's mobile network alone increased by 56.7 percent compared to the previous year, reaching 391,364 terabytes. The total volume of all data transmitted in mobile and fixed networks rose by 33.6 percent to 2,617,749 terabytes. This corresponds to around 580 million films viewed in HD.

Changes to our user habits and leaps forward in digital technologies mean that where the growth in data demand is concerned, there is currently no end in sight. The share of videos in social media content is rising. Public consumption of films and television is increasingly moving away from cinemas and into living rooms, with content displayed on our smartphones and tablets. At the same time, data consumption is being driven by streaming services as well as the leaps forward in high-definition and ultra-high-definition video, and now even 8K video.

Small and large companies alike are increasingly relocating their data to the cloud. This means employees are better able to reconcile their professional and private lives through mobile working. This saves at least some of daily commuter traffic. The Internet of Things, often referred to as IoT, is transforming our professional lives and our leisure time, with lasting effects. More and more devices and systems have a SIM card and communicate with each another. Smart meters eliminate the wait for a service representative and enable us to conserve valuable energy and precious water. Apartments and houses are becoming “smart”, which contributes to the comfort of their inhabitants and also boosts security.

The digitalisation processes at work in every area of our lives place high demands on our country’s infrastructure and require reliable accesses to high-speed broadband internet from just about every conceivable location. What’s more, performance and speed must not come at extortionate prices. Everyone must have fair access to the digitalised world and the opportunities it offers. That is our digital responsibility.

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Magenta now combines two of our country’s most powerful networks to form a single, integrated whole. Demanding, independent tests conducted by respected specialist magazines connect and Chip in late 2018 and early 2019 named T-Mobile’s mobile network “Austria’s Best Network”. More than 97 percent of the population have access to LTE, the fastest mobile network. Since May 2019, UPC’s fibre-optic cable network – which was already one of the most powerful fixed telecommunications networks in Austria – has offered gigabit connections to more than 900,000 households in Vienna. This means that Vienna has one of the best ultra-fast internet compared to capital cities throughout the EU.

Data usage

By integrating the mobile and fixed networks, Magenta Telekom supplies all of Austria with the best possible internet connection:

  • In cities and densely populated urban regions, the fixed internet network is the priority for ensuring there is sufficient capacity for the enormous growth in demand for data. At present, Magenta’s fibre-optic cable network can supply around 40 percent of all households in Austria, with peak speeds of 1 gigabit in Vienna and 0.5 gigabits outside of Vienna.
    City
  • In suburban areas, the combination of fixed data cables (DSL) and the fast LTE mobile standard guarantees reliable, fast internet connections for private and commercial use. Hybrid technology combines the stability of cable connections with the power of the mobile network to guarantee the best possible internet experience – a development achieved by Magenta’s parent company, Deutsche Telekom.
    Suburban
  • Particularly in less densely populated rural areas, internet connections use mobile networks and thereby avoid the elaborate, expensive process of laying cables. LTE connections deliver peak speeds of up to 300 megabits per seconds. The ultra-fast LTE network, effectively fibre-optic cables made from thin air, is now available to 97 percent of the population.
    Areas

Even though the current focus is on LTE and fibre-optic connections, 2G and 3G – the second and third generations of mobile networks – remain the backbone of our mobile network and play a major role in ensuring security and reliability. This guarantees that sparsely populated regions have access to voice telephony and basic data services, an important function in securing our everyday lives. In addition, in urban areas where LTE does not offer sufficient capacity at present, the performance of 3G networks can even support video (streaming).

The reliability and power of our mobile data network is even taking astronauts to Mars – in the analogue Mars simulations conducted by the Austrian Space Forum (OeWF). Since 2011, Magenta has been the technology partner to the OeWF’s “Citizen Science” project. It allows scientists, students and space enthusiasts to conduct simulations to develop the requirements for a future Mars mission. The OeWF’s Mission Support Center in Innsbruck is connected to the international data network via the LTE mobile network. This transmits vital data from each Mars mission, including video feeds of the astronauts, physical data, instructions and control data. Simulated Mars missions have taken place in the Río Tinto region of Spain, the Moroccan desert and on the Kaunertal Glacier in Tyrol, among other locations. In early 2018, another expedition “set out for Mars” by heading for the desert in Oman.

Innsbruck also wrote LTE history back in 2009 by becoming the first LTE city in Austria and in the Deutsche Telekom Group to have a commercial 4G network.

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Modern digital networks are the (near-)invisible cathedrals of the 21st century. Building the best network is an almost unending story: rising requirements and new technologies mean that there is always more to do to expand and upgrade networks. Our achievements in becoming the best network and providing gigabit speeds are an incentive for us to continue laying the best possible foundations for Austria’s digital future. This is why, at the end of March 2019, we launched the EU’s first live 5G network – the next generation of mobile communications.

This fifth generation of mobile networks brings three significant advantages:

  • Enormous capacity equal to that of fibre-optic connections. The recently commissioned base stations deliver connection speeds of up to 500 megabits per second to individual users. In most cases, this is perfectly sufficient for the needs of households, community facilities such as the civic centre in the Lower Austrian town of Hohenau (one of Magenta’s 5G pioneer communities), schools and offices. In addition, just like generations of mobile networks before it, the performance of 5G will continue to increase as we work to expand our network. In the coming years, the 5G evolution will move into the gigabit range.
  • Networking millions of devices through the Internet of Things. The number of connections for devices, machines and sensors is rising rapidly, from electric scooters, cars, lorries and shipping containers to smart meters, parking space signs, smart homes, smart watches and alarm systems. In just a few years’ time, the number of connected “things” will far exceed the number of connections for mobile phones. The 5G network meets the technical requirements to ensure optimal communication and security for connected “things”.
  • Extremely short latency periods, the term for reaction times in internet operations. When a device transmits a request to a connected server or another device, there is a minimal delay before a response is received, known in technical jargon as latency. In the case of 5G, this period is reduced to just a few milliseconds. This is important for applications such as autonomous vehicles that need information from the cloud, or for drones controlled via the 5G network. In telemedicine, these milliseconds are vital for remote operations to be performed precisely. Musicians wanting to play together in different locations also need minimal latency periods.

In the coming years, Magenta Telekom’s 5G expansion strategy is focused, first and foremost, on ensuring that rural regions get connected to ultra-fast internet. This will close the digital gulf between urban and rural areas. Thanks to our “friendly customers”, the first to receive 5G routers, the live network launched in 2019 has already allowed us to gather useful experiences we can draw on as we continue the roll-out. By the end of 2020, at least 300 base stations will be in operation, growing to at least 1,000 by the end of 2021.

The auction sale of key radio frequencies that would enable us to serve much wider areas will be crucial to efficient expansion of our network. We expect this auction to take place in 2020. This would allow us to roll out the 5G network Austria-wide and complete it by around 2025.

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Making broadband internet available everywhere around the clock is a fundamental requirement of the Internet of Things (IoT). The empty drinks dispenser needs filling up. Devices require maintenance. Cars need to transmit an emergency signal after an accident. Gardens need watering depending on the soil moisture and weather conditions. Machine-to-machine (M2M) communication allows “everything to be networked with everything”. In mid-2019, over three million SIM cards were in use in the Magenta network for non-phone devices.

Internet of Things

The list of applications for M2M communication is almost endless and gives rise to the Internet of Things. Carsharing in major cities to enable more commuters to travel in fewer vehicles. Commercial fleets with optimised deployment based on location data and route plans. Cars that report their operating data to the workshop to assist in servicing and – in a few years – self-driving cars. Sensors that transmit vital data on animals and call a vet shortly before a cow gives birth to her calf. Ground sensors that control irrigation levels in gardens, greenhouses and vineyards.

Studies such as SMARTer2030 have estimated that the number of devices connected via the internet will reach 100 billion by 2030. Thanks to ubiquitous internet availability and the miniaturisation of chips and sensors, this development is set for a major breakthrough. The fifth generation of mobile communications, 5G, is an essential component in guaranteeing these connections.

Magenta Telekom is at the forefront of efforts to realise this, acting as a hub for the cross-border services offered in the Deutsche Telekom Group. We benefit from our parent company's innovative power and its extensive research and development work. This strength is the basis of our efforts to counter the new security challenges arising from the Internet of Things. In many cases, these solutions are implemented for the entire DT Group using Magenta Telekom’s M2M platform, including in the areas of energy, health and the automotive industry.

With IoT becoming increasingly important, in the summer of 2018, Magenta completed the Austria-wide roll-out of its own narrowband IoT network, or NB-IoT for short. This provides particularly high reliability for data transmissions that, while often critical, do not take up much “space” in the network. NB-IoT is extremely energy-conserving for receiving units and makes it possible to equip small sensors and communication units with a battery that can last several years. One possible use that has been installed as a model in front of the T-Center, is a “digital parking attendant”, in which sensors fitted in the ground report whether a parking space is free or occupied. Another application is on the roof of the T-Center: the #ConnectedGarden, likely the highest garden in Vienna, allows our employees to grow vegetables in smart raised beds.

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Magenta recognises the special responsibility we bear in relation to the health of our customers and the world around us. We guarantee that all of our base stations, smartphones and end devices comply with the international personal protection thresholds established by the World Health Organization (WHO), the EU and Austria.

Protection against potential exposure is the most well-known aspect of our responsibility. The other, less frequently considered aspect is that mobile networks save lives. In emergency situations, just a few minutes can prove decisive in providing effective, potentially life-saving aid. Smartphones and smartwatches, for example, can register when their user or wearer has fallen, automatically send out an emergency call and transmit their location. They can constantly monitor the vital signs of people with severe health conditions. People with dementia can receive support if they lose their bearings.

The work of blue-light organisations, from voluntary fire services to paramedics, would be massively restricted without mobile communications. Smartphones have long since replaced pagers as a means of alerting doctors and emergency services and are also able to transmit additional essential information immediately. In emergencies, being able to locate those in need of assistance is decisive in reaching them in time. In the coming years, telemedicine will make it possible for specialists to perfect emergency operations following accidents, even when they are hundreds of kilometres away.

A number of international and independent studies have been conducted over recent decades precisely because of repeated allegations that mobile network transmitters and mobile phones pose risks to human health. Further intensive research programmes are currently ongoing. The results of these studies are regularly reviewed by international expert bodies using the latest scientific insights and knowledge. The fact is, everything we know today confirms that the radio waves – invisible relatives of light – used by mobile radio stations do not present a health hazard of any kind when precautionary thresholds are observed. Another fact is that current legal thresholds are significantly below the levels evaluated as harmless by the WHO. This is also true for 5G networks: as this new generation represents an evolution of the transmission protocols used by devices, the radio waves used in mobile communications will not change. Their potential effects are therefore covered by our current level of knowledge.

To respond to all major and minor concerns relating to the potential health impact of mobile communications, Magenta Telekom has provided transparent and comprehensive information regarding the development of its technology and security measures from the very outset.

SAR stands for “specific absorption rate”, the measure of the rate at which the body absorbs electromagnetic energy, which is converted into body heat. SAR values are measured in watts per kilogramme of body mass (W/kg). The partial-body SAR limit for the electromagnetic fields generated when using a mobile phone at head height is 2 W/kg. The partial-body limit also takes into account the theoretical maximum use, meaning that mobile phone users can make calls 24 hours a day, seven days a week without any impact on their health.

Disturbances in other technical devices (such as a radio close to a mobile phone) are often presented as supposed proof of the negative effects of mobile networks. However, conclusions that transpose the compatibility of different technical devices on human beings are not without foundation, as the human body contains very effective control and protection mechanisms. Various European standards, such as EN 55014 for household appliances and EN 55020 for broadcast equipment, establish requirements that ensure technical devices function properly, including when subject to electromagnetic influences. Base stations do not interfere with standard household devices such as televisions, hi-fi systems, radios, clock radios, computers and microwaves.

Many national and international organisations offer comprehensive information on the topic of mobile phones and health:

Training and the latest information on electromagnetic radiation ensure that our employees are always up to date. Thus, they have well-informed views of the provisions we have put in place for secure network operation. Our specialists would be happy to answer questions at environment@magenta.at.

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Loyalty is indispensable. By making this promise, we have placed a focus on the wishes of our loyal customers in recent years. Our loyal customers always receive offers identical to or better than those given to new customers. The crazy rules of the fiercely competitive Austrian mobile network market have long favoured new customers by offering them cheaper device prices. In 2016, we decided we would no longer play by this outdated rule. Now, in 2019, we have given our loyalty promise a new name: MagentaEINS.

MagentaEINS is the new world of benefits of the joint company formed by T-Mobile and UPC, combining mobile and fixed networks. MagentaEINS awards loyal Magenta customers benefits in the form of discounts and/or additional services for every additional contract they conclude with us. Our benefits for loyal customers are also independently verified. The comparisons at tarife.at – a price comparison platform – show “that Magenta offers the cheapest package on the market to existing customers ten times more often than it does to new customers. The highest recorded savings were €18 per month at Magenta” (https://www.reiterpr.com/aktuell/373-tarife-at-internetkunden-sparen-bis-zu-600-euro-beim-handyvertrag).

Our understanding of loyalty also includes being transparent about monthly costs by keeping handset purchase contracts separate from calls, texts and data packages. Consequently, once the handset has been paid off, monthly bills automatically fall. It also means openness: all handsets we have sold since 2014 have been supplied without a SIM lock. We do this because we know that locked handsets won’t convince our customers to stay with us: the best customer service will. It means that we buy used but functional handsets back from our customers at market prices.

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We answer an average of 13,029 queries from T-Mobile and tele.ring customers every day. Over the entire year, we answered an unbelievable 4,755,584 queries from our mobile customers in 2018. In addition, our customers make over 17 million visits to our online forums each year to find support, their personal Mein Magenta or My tele.ring portal, our Handyhilfe support website or “Tinka”, our virtual assistant, in their search for support. The major challenge for the second half of 2018 and the years ahead will be that, following the unification of T-Mobile and UPC to form Magenta Telekom, the volume of queries has doubled.

Customer relations

We can only provide our customers with a first-rate service when we listen to their issues. In the age of social media, this increasingly means being available not only by telephone, but also on Facebook, Twitter, WhatsApp et al. This is because we increasingly “chat” by text. So, in addition to our Facebook and Twitter channels, we also expanded our customer services to include WhatsApp and a chat function in our Mein Magenta app.

We provide information about our offers, how things work and, sometimes, why something might not be working. We’re also glad to receive praise for our dedicated employees and note comments about our products. We also invite our customers to provide feedback on our services via social media.

When something has gone wrong, to be frank, some calls and online comments can be unpleasant. Yet, as paradoxical as it might sound, unpleasant feedback is often the most important for us. They help us learn how to do things better. Listening, learning and improving has meant that, for several years, the objective dispute mediation report issued by the Austrian Regulatory Authority for Broadcasting and Telecommunications (RTR) has recorded fewer proceedings initiated against us than any other provider. T-Mobile and tele.ring achieved a record (relative) low in 2018 with only 308 dispute mediation cases.

“Austria’s Most Popular Mobile Network Provider” is therefore a title for our customer orientation of which we are particularly proud. We received this title for the fifth year in a row in 2018 in the public vote carried out by the renowned specialist magazine connect.

Also in 2018, we were recognised by connect as having Austria’s best customer service hotline: “T-Mobile was the clear winner… Its consultants listen attentively and ask detailed questions about callers’ usage behaviour when consulting on tariffs so that they can put together a tailored package. Questions about LTE technology, hardware and even WAP billing failed to put the majority of the team off their stride. The T-Mobile team acted markedly more competently on this occasion and created long-term trust among their customers.” We couldn’t have put it better ourselves.

For us, customer focus also means assisting on issues that are not directly related to our network or Magenta services. Our online support page provides information on (almost) every aspect of mobile phones, as does our regular live social media show, #ATA – Ask T-Mobile Anything.

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Opening a crèche? Parents will need to be able to reach you by phone at all times. If you’re setting up an installation company, your employees will have to be connected over the network. Companies live and die by whether customers are reliably able to contact them. That’s something we know only too well. So, whether you’re a sole trader or a multi-national group, we stand at your side, ready to assist. As a business customer, you can easily make use of our 24/7 support. You could do so through your personal consultant, who might already be assigned to your company.

There are plenty of situations that require seamless connections. We’ve expanded our business packages to remove these concerns from our customers’ shoulders. If needed, we stand ready to support our business customers with service and support, 24 hours a day, including Sundays and public holidays. And, if our customers would like complete peace of mind, they can simply book a session with their personal consultant, who knows all their specific requirements and can tailor solutions to match. This service is open to companies of every size, from one-person operations through to the Austrian top 100.

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Around 60,000 Austrian firms, from those in the country’s top 100 list through to start-ups and sole traders rely on Magenta Business to provide the best possible connection. As a business partner for information and communication services, Magenta Business offers flexible business solutions and first-rate service, including around the clock.

We believe it particularly important to work together with our customers and provide sustained impetus for the evolution of their business. For instance, this might be facilitating ultramodern energy management with smart metering and mobile energy consumption logging so that they can reduce their energy costs. On the other hand, it could be using our cloud products such as mobile marketing and sales force solutions. This approach has helped many small firms since 2016, when we introduced a cloud-based cash register solution for just a few euros per month.

Magenta Business assists companies by taking on the role of a comprehensive communications provider. Together with our sister company T-Systems, we can offer a portfolio of solutions that meets even highly complex requirements in the fields of cloud services, e-mobility and e-health.

We also offer mobile device management solutions to companies to provide security and efficient administration of devices in use. Our all-in communication approach replaces conventional telephone systems with a cloud-based solution that integrates solutions and can provide new functions when required for stationary telephone sets.

The most important aspect is this: we’re always there for you, whenever you need us. If needed, companies can use our technical service hotline around the clock, 365 days a year.

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Our customers and the public quite rightly expect us to handle the data our business partners, customers and employees entrust to us with due care. This is a core competency of Deutsche Telekom; as their subsidiary, this is second nature at Magenta Telekom. We’re delighted that, following the introduction of the EU General Data Protection Regulation (GDPR), the importance of data security is given greater attention.

Data security

We do everything we can not only to fulfil these expectations but to further build our customers’ trust in us. As well as being subject to the applicable provisions of data protection law (Austrian Data Privacy Act and Telecommunications Act) and the Deutsche Telekom Privacy Code of Conduct, Magenta Telekom also implements data protection measures from the outset in our processes, products and services.

To guarantee that data privacy is monitored in every aspect of our activities, T-Mobile Austria appointed its own Data Privacy Officer in 2016, who reports directly to company management. In doing so, we took a significant step to ensure the security of our customers’ data, long before the introduction of the General Data Protection Regulation (in May 2018) made this mandatory.

The efficacy of the measures we have implemented can be seen in the figures for 2018. The competent authority received only seven (7) justified complaints in this period relating to the protection of our customers’ privacy – and we were not found to be at fault in any of these procedures.

Our data privacy measures include end-to-end encryption of communications in our mobile network, from the base station to the core of our telephone network and back again. To protect our customers against phishing emails, all of our electronic bills include digital signatures, thereby allowing the recipient to verify the authenticity of the sender.

In Magenta Telekom’s company blog (blog.magenta.at), we regularly publish posts on the topic of privacy and security. We report on privacy issues in the T-Mobile Kids’ Blog, including online safety tips for children, young people, teachers and parents.

We stand ready to assist our customers with products and advice on data privacy and online security in both private and professional contexts. This includes, among other aspects, the web protection we have developed in partnership with Austrian start-up Cyan. Since its successful launch in Austria, this web protection solution has also been deployed in several of our sister companies in the EU, while Cyan has become an ambitious, market-listed company.

The special quality of our web protection lies in the fact that it analyses hundreds of thousands of new sites online every day with a view to detecting hazards and malware, and then warns users attempting to visit such sites. This means we can avert a potential hazard before it reaches a smartphone or router.

Being prepared also means having security against unexpectedly high bills. We offer different ways to achieve this: our Mein Magenta Austria and My tele.ring apps plus our online self-service portal allow customers to keep an eye on their costs at all times. Inclusive tariffs avoid excess charges when using data above the contractual package. For other tariffs, the statutory cost limit for excess data costs is €60. For roaming outside of the EU, we offer flat-rate packages such as Travel & Surf, which allows users to avoid incurring excess charges. Pre-paid SIM cards offer a clear cost framework determined by the user, without contractual commitments.

Users can prevent value-added services and the purchase of digital products such as ringtones, block incoming calls from abroad and deactivate data roaming. By introducing a two-stage confirmation process when purchasing digital goods, which involves expressly warning the customer of the costs involved before they place an order, we have ensured that digital services and products cannot be purchased accidentally or by simply clicking “Yes” in response to deftly crafted messages. The annual dispute resolution report issued by the Austrian Regulatory Authority for Broadcasting and Telecommunications (RTR) shows the value of these precautionary measures: T-Mobile, now Magenta, has for years recorded the lowest number of disputes of all Austrian network operators – and this figure has consistently fallen.

Trust is the basis of digitalisation; the premise of trust is transparency. This is why, since 2014, Deutsche Telekom has published how many monitoring operations it has had to accommodate in Germany as well as the type and scope of information provided to security authorities. Since 2017, an international transparency report has also been published for all national subsidiaries of Deutsche Telekom.

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E-billing makes a significant contribution to sustainability. By forgoing paper bills, we save hundreds of millions of tonnes of paper each year, as well as the energy involved in printing and transport. To ensure that our customers can trust the e-bills they receive, Magenta Telekom (just like T-Mobile and tele.ring before it) has placed an electronic signature on its bills since 2015. This provides a certificate of authenticity that “good old paper bills” could never offer.

Today, e-signatures are essential in protecting our customers. The threats to online users posed by phishing emails – scams disguised as genuine bills – have increased considerably in recent years. In doing so, fraud has reached a new level. This creates uncertainty for users and, in some cases, various forms of damage.

Similar to a personal signature – a practical impossibility given the millions of bills we issue each month – an electronic signature confirms that the purported sender did indeed send the signed email. Signed emails can be identified by a corresponding symbol in email software. Electronic data that only the authorised sender (signatory) can produce is attached to the electronic document. The automatic checks performed by the email program ensure that the sender’s identity is correct and that the electronically transmitted data has not been altered. When a user clicks on the signature symbol in the email program, it displays additional information about the digital signature and, therefore, the verified sender of the message.

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Mobile communications and digital media present parents with a new task: finding their way in the digital world together with their children. Magenta supports parents in this process through its #Kinderschutz (#ChildProtection) product. And, for children who are still too young for a smartphone of their own, but whose parents want the security of direct communication, we offer the KidsWatch.

Child protection

KidsWatch is a stylish watch with mobile network functionality: at the touch of a button, your child can call or send a voice message to a pre-set range of phone numbers – which could include parents, carers or best friends. For their part, parents can use an app to call or send voice or text messages and see their child’s location. In an emergency, the child can send an SOS emergency call to two numbers that automatically repeats until one responds.

Opinion surveys show that a majority of parents today think their children are ready for their first smartphone around the age of nine or ten. Just like stabilisers on their first bike or road safety lessons before they start to walk to school on their own, parents strive for ways to accompany and protect their children in the online world.

Parents can install the #Kinderschutz app on their own phones to link their children’s smartphones to theirs. Among other features, the #Kinderschutz app allows parents to determine when their children are allowed to use the internet as well as the content and apps they can and cannot access, appropriate to the children’s age (under/over 10 years). #Kinderschutz also allows general search engines to be replaced with a child-friendly web directory. In addition, #Kinderschutz automatically blocks all value-added services, ensuring that no unexpected costs can be incurred.

Websites with indecent or inappropriate content, such as pornography, drugs or violence, are automatically identified and blocked. As with our web protection solution, these pages are analysed in our network, with thousands of new webpages with harmful content identified every single day. And, just like our web protection package, Magenta Telekom also developed #Kinderschutz in conjunction with Vienna-based company Cyan.

However, although #Kinderschutz is a tool to support parents; it does not seek to replace conversations about children’s responsible use of smartphones and other such media. So, Magenta has collaborated with other mobile network operators to draw up a “Phone Code for Children”: a mobile phone user guide for children and young people, providing information on how to protect young users against unwanted content.

If you come across web content relating to sexual abuse against children, please download the free and anonymous INHOPE app (https://www.internet-beschwerdestelle.de/de/beschwerde.html) on your smartphone and report the offensive content. In addition, Stopline (https://www.stopline.at/en/home) also allows you to report content – anonymously – if you come across child sexual abuse or material that endorses National Socialist ideology.

You can find further information on the INHOPE and Stopline websites. Our Magenta Kids Blog provides lots of tips and tricks on internet safety and security, which we update constantly.

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Digitalisation is certainly making a lot of things easier. However, installing the equipment for a smart home, a network-compatible printer or a new PC can sometimes pose a challenge for digital natives, let alone their parents. To help you solve these problems – ahem, challenges – we've established a partnership with Viennese start-up HELFERLINE. Carefully selected experts, usually technical students, crack digital nuts on a precisely agreed schedule, including in the evening or at the weekend. They only get paid if the issue is resolved to your satisfaction.

Home internet with wireless network connections often lead to new devices being installed: a remote-control thermostat to adjust the temperature at irregular hours in a weekend home; lights that users can control using an app; networked alarm systems; wireless printers, or a new PC. There isn’t always a daughter, grandchild or “system administrator” on hand to assist.

With this in mind, since early 2018, Magenta has collaborated with Austrian start-up HELFERLINE: the multi-award-winning company offers innovative technical support for private customers and small companies. To keep its prices low, the start-up relies on a network of hundreds of freelance “helpers” connected through a proprietary app.

These technicians (who are often students at universities of applied sciences) are not plucked from some anonymous crowd: they undergo extensive testing before they start work. During a face-to-face interview, they have to demonstrate not only their talent for technical problem-solving but also their interpersonal skills. All helpers must also have a trade licence and prove that they have a clean criminal record.

Thanks to this extensive network, a suitable specialist can be dispatched to solve every problem. Call-outs can also be arranged in the evening and during the weekend without surcharges. Instead of a vague time window, customers receive a precise appointment time. And, best of all: you only pay if the solution is successful.

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We’ve drawn on input from our customers to develop a new product. In Magenta’s Fair & Sicher (Fair & Safe) insurance package, we work with the global, leading insurance provider SquareTrade to provide the best possible support in case of damage, theft and misuse. We even have an express replacement handset service, making sure you stay well connected.

Insuring smartphones and tablets is a matter close to our hearts: these gadgets have become important companions in our lives. Working together with the US insurance provider SquareTrade, we insure smartphones and tablets against potential damage due to moisture, breakage, short-circuits, fire and household pets. The premium package also includes theft and robbery.

We arrange for an express replacement handset without bureaucratic delays: in case of damage and subject to availability, we’ll provide you with an identical replacement handset – or one of equal or higher value – within one working day. The insurance premiums are fairly tiered based on the price of the device; you decide for yourself what services you require and how you want to insure your device.

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These days, more claims are submitted following online attacks than home break-ins. According to the Ministry of the Interior of Austria, the number of reported cybercrimes rose by more than 76 percent over the last two years. The cybercrime clearance rate, on the other hand, was just 38.7 percent. This shows that protecting against the damage caused by cyberattacks is becoming increasingly important.

All the while, attacks are becoming more technically refined and, unfortunately, can wrong-foot even canny internet users. Since autumn 2018, Magenta has offered its Cyber Assistant service to its customers, providing a form of cybercrime insurance not seen before in Austria. When called upon, Cyber Assistant offers financial compensation and advice for preventing and minimising the damage caused by internet fraud. Magenta Telekom offers this project together with its partner Cardif Allgemeine Versicherung.

From IT consultancy, compensation, cybercrime crisis support and data recovery to legal advice following cyberattacks. It covers everything. This also includes assistance in the event of defamation, cyberbullying and identity theft. Online shopping protection supports and compensates users in case of damage, part-delivery or non-delivery, while our online banking protection offers financial compensation following unauthorised online transactions. A 24/7 emergency helpline, staffed by insurance experts, is ready to support customers around the clock. Insurance cover can be arranged to include everyone living in the same household.

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