Question 1

How do I complain?

Accepted Answer

If there is a fault in your service, you may be entitled to several different things. Also, see what rights you have according to your agreement.

You may have the right to:

Demand that the fault be rectified, if it does not entail unreasonable cost or inconvenience for the operator. This should be done at no cost to you provided that the fault is due to something the operator is responsible for. If the fault turns out to be due to something on your part, for example, if there is a fault with your private equipment, the operator may charge you for sending out a technician. To have the right to charge you such a cost, the operator should inform you of the conditions in advance before the investigation begins.
Receive price reduction and possibly compensation from the day you reported the fault until the fault is rectified.
Terminate the agreement without cost for binding period, notice period, or other cost if the purpose of the service has been lost and the operator should have realized this.
Withhold payment with an amount required to provide you with security for your claim. Note, however, that if you do not pay, it may lead to your service being shut off and you, for example, losing your mobile number or broadband connection. We recommend that you request a deferment of payment instead of withholding it, that is, that the operator postpones the payment date until they have investigated and responded to your complaint.

Note: For you to be entitled to one or more of the above-mentioned things, it is required that you complain within a reasonable time after you noticed or should have noticed the fault. A complaint within two months from when you noticed the fault is always considered to have been made within a reasonable time.

Important! Another condition is that you do not reject the operator's attempts to rectify the fault unless you have a particular reason for doing so. Such a reason could, for example, be that the same fault completely or partially remains after two attempts to rectify it.

Question 2

How do I accept in writing?

Accepted Answer

If there is a fault in your service, you may be entitled to several different things. Also, see what rights you have according to your agreement.

You may have the right to:

Demand that the fault be rectified, if it does not entail unreasonable cost or inconvenience for the operator. This should be done at no cost to you provided that the fault is due to something the operator is responsible for. If the fault turns out to be due to something on your part, for example, if there is a fault with your private equipment, the operator may charge you for sending out a technician. To have the right to charge you such a cost, the operator should inform you of the conditions in advance before the investigation begins.
Receive price reduction and possibly compensation from the day you reported the fault until the fault is rectified.
Terminate the agreement without cost for binding period, notice period, or other cost if the purpose of the service has been lost and the operator should have realized this.
Withhold payment with an amount required to provide you with security for your claim. Note, however, that if you do not pay, it may lead to your service being shut off and you, for example, losing your mobile number or broadband connection. We recommend that you request a deferment of payment instead of withholding it, that is, that the operator postpones the payment date until they have investigated and responded to your complaint.

Note: For you to be entitled to one or more of the above-mentioned things, it is required that you complain within a reasonable time after you noticed or should have noticed the fault. A complaint within two months from when you noticed the fault is always considered to have been made within a reasonable time.

Important! Another condition is that you do not reject the operator's attempts to rectify the fault unless you have a particular reason for doing so. Such a reason could, for example, be that the same fault completely or partially remains after two attempts to rectify it.

Question 3

Is the provider allowed to charge an invoice fee?

Accepted Answer

If there is a fault in your service, you may be entitled to several different things. Also, see what rights you have according to your agreement.

You may have the right to:

Demand that the fault be rectified, if it does not entail unreasonable cost or inconvenience for the operator. This should be done at no cost to you provided that the fault is due to something the operator is responsible for. If the fault turns out to be due to something on your part, for example, if there is a fault with your private equipment, the operator may charge you for sending out a technician. To have the right to charge you such a cost, the operator should inform you of the conditions in advance before the investigation begins.
Receive price reduction and possibly compensation from the day you reported the fault until the fault is rectified.
Terminate the agreement without cost for binding period, notice period, or other cost if the purpose of the service has been lost and the operator should have realized this.
Withhold payment with an amount required to provide you with security for your claim. Note, however, that if you do not pay, it may lead to your service being shut off and you, for example, losing your mobile number or broadband connection. We recommend that you request a deferment of payment instead of withholding it, that is, that the operator postpones the payment date until they have investigated and responded to your complaint.

Note: For you to be entitled to one or more of the above-mentioned things, it is required that you complain within a reasonable time after you noticed or should have noticed the fault. A complaint within two months from when you noticed the fault is always considered to have been made within a reasonable time.

Important! Another condition is that you do not reject the operator's attempts to rectify the fault unless you have a particular reason for doing so. Such a reason could, for example, be that the same fault completely or partially remains after two attempts to rectify it.

Question 4

I haven’t received a bill – do I still have to pay?

Accepted Answer

If there is a fault in your service, you may be entitled to several different things. Also, see what rights you have according to your agreement.

You may have the right to:

Demand that the fault be rectified, if it does not entail unreasonable cost or inconvenience for the operator. This should be done at no cost to you provided that the fault is due to something the operator is responsible for. If the fault turns out to be due to something on your part, for example, if there is a fault with your private equipment, the operator may charge you for sending out a technician. To have the right to charge you such a cost, the operator should inform you of the conditions in advance before the investigation begins.
Receive price reduction and possibly compensation from the day you reported the fault until the fault is rectified.
Terminate the agreement without cost for binding period, notice period, or other cost if the purpose of the service has been lost and the operator should have realized this.
Withhold payment with an amount required to provide you with security for your claim. Note, however, that if you do not pay, it may lead to your service being shut off and you, for example, losing your mobile number or broadband connection. We recommend that you request a deferment of payment instead of withholding it, that is, that the operator postpones the payment date until they have investigated and responded to your complaint.

Note: For you to be entitled to one or more of the above-mentioned things, it is required that you complain within a reasonable time after you noticed or should have noticed the fault. A complaint within two months from when you noticed the fault is always considered to have been made within a reasonable time.

Important! Another condition is that you do not reject the operator's attempts to rectify the fault unless you have a particular reason for doing so. Such a reason could, for example, be that the same fault completely or partially remains after two attempts to rectify it.

Question 5

Do I have the right to access landline and broadband services?

Accepted Answer

If there is a fault in your service, you may be entitled to several different things. Also, see what rights you have according to your agreement.

You may have the right to:

Demand that the fault be rectified, if it does not entail unreasonable cost or inconvenience for the operator. This should be done at no cost to you provided that the fault is due to something the operator is responsible for. If the fault turns out to be due to something on your part, for example, if there is a fault with your private equipment, the operator may charge you for sending out a technician. To have the right to charge you such a cost, the operator should inform you of the conditions in advance before the investigation begins.
Receive price reduction and possibly compensation from the day you reported the fault until the fault is rectified.
Terminate the agreement without cost for binding period, notice period, or other cost if the purpose of the service has been lost and the operator should have realized this.
Withhold payment with an amount required to provide you with security for your claim. Note, however, that if you do not pay, it may lead to your service being shut off and you, for example, losing your mobile number or broadband connection. We recommend that you request a deferment of payment instead of withholding it, that is, that the operator postpones the payment date until they have investigated and responded to your complaint.

Note: For you to be entitled to one or more of the above-mentioned things, it is required that you complain within a reasonable time after you noticed or should have noticed the fault. A complaint within two months from when you noticed the fault is always considered to have been made within a reasonable time.

Important! Another condition is that you do not reject the operator's attempts to rectify the fault unless you have a particular reason for doing so. Such a reason could, for example, be that the same fault completely or partially remains after two attempts to rectify it.

Question 6

Who is responsible for ensuring I have phone and internet access?

Accepted Answer

If there is a fault in your service, you may be entitled to several different things. Also, see what rights you have according to your agreement.

You may have the right to:

Demand that the fault be rectified, if it does not entail unreasonable cost or inconvenience for the operator. This should be done at no cost to you provided that the fault is due to something the operator is responsible for. If the fault turns out to be due to something on your part, for example, if there is a fault with your private equipment, the operator may charge you for sending out a technician. To have the right to charge you such a cost, the operator should inform you of the conditions in advance before the investigation begins.
Receive price reduction and possibly compensation from the day you reported the fault until the fault is rectified.
Terminate the agreement without cost for binding period, notice period, or other cost if the purpose of the service has been lost and the operator should have realized this.
Withhold payment with an amount required to provide you with security for your claim. Note, however, that if you do not pay, it may lead to your service being shut off and you, for example, losing your mobile number or broadband connection. We recommend that you request a deferment of payment instead of withholding it, that is, that the operator postpones the payment date until they have investigated and responded to your complaint.

Note: For you to be entitled to one or more of the above-mentioned things, it is required that you complain within a reasonable time after you noticed or should have noticed the fault. A complaint within two months from when you noticed the fault is always considered to have been made within a reasonable time.

Important! Another condition is that you do not reject the operator's attempts to rectify the fault unless you have a particular reason for doing so. Such a reason could, for example, be that the same fault completely or partially remains after two attempts to rectify it.

Fixed-line telephony

Frequently asked questions

General information on fixed line telephony

Signing a new contract on fixed telephony

Payment for a fixed service

Fault or disruption on a fixed service