If your subscription has been suspended
For your phone and broadband subscription, there are specific rules that the operator must follow before your subscription can be disconnected. The most common reason for a disconnection is occasional or repeated late payments. If you do not pay your bill on time, the operator must first remind you and give you a reasonable time to pay before they disconnect your subscription. If you often pay late, they can disconnect your subscription immediately, but you should still be able to make emergency calls and use the internet for at least ten days after the disconnection. A disconnection can also be due to you having placed a credit block on your subscription.
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If you do not pay your phone or broadband bill on time, the operator must first remind you before the subscription is disconnected. In case of repeated late payments, disconnection can occur immediately, but you should always be able to make emergency calls for at least ten days after the disconnection. If you have only missed a payment once, the subscription should not be disconnected immediately, but you should be given time to pay. If you have a credit limit on the subscription, outgoing calls are stopped when the limit is reached, but you should still be able to make free calls. The operator should, if possible, only disconnect the service you have not paid for, not the entire subscription. The operator should try to limit the disconnection to the specific service you have not paid for. For example, if you have not paid for your mobile subscription, they should not disconnect your landline phone.
If you are late with your payment for the first time
If you do not pay the invoice for your phone or broadband subscription, the operator must urge you to pay within a reasonable time and at the same time inform you that your subscription may otherwise be disconnected. What is considered a reasonable time is not determined and can vary from case to case. If you pay within the specified time, the operator may not disconnect the subscription.
If you are late with your payment multiple times
If you repeatedly pay your invoice late, the operator may immediately disconnect your phone subscription, but the operator must still first inform you that the service will be disconnected.
Note! You should be able to make emergency calls for at least ten days.
When you are disconnected, the operator is obliged to, for at least ten days from the disconnection of the subscription, give you the opportunity to make emergency calls and other free calls.
If you have a credit limit
If you have ordered a credit limit from your operator, the operator will disconnect the subscription for outgoing calls if the credit limit is reached unless you request that the service remains open. The block should not prevent you from making emergency calls or other free calls.
Note! For certain types of services, such as premium rate services, it is not always possible for your operator to immediately block your subscription when the credit limit is reached. The same applies to blocking services abroad as there may be a certain delay.