← FFCheckWho do I contact?FR
Shopping · Luxembourg
Updated September 2026

📶 My phone or internet provider overcharges or will not fix the line — who decides?

Direct answer

Telecom providers have a legal complaints procedure with a deadline, and a regulator behind it. Complain to the provider in writing first — billing, speed far below the contract, a line down for days, a switch you never asked for. If they do not solve it within the deadline, ILR — Institut Luxembourgeois de Régulation (médiation) (28 228 228) — the telecom regulator or its dispute service for Luxembourg — decides for free, and providers follow. ULC — Union luxembourgeoise des consommateurs (49 60 22 1) helps with contract terms; Service national du Médiateur de la consommation (mediateurconsommation.lu) is the general dispute body if the case is about the sale rather than the service.

Call firstILR — Institut Luxembourgeois de Régulation (médiation)
Report toULC — Union luxembourgeoise des consommateurs
If that failsService national du Médiateur de la consommation

🗣️ What to say

"Contract [number]. Since [date] [the line is down / the speed is [x] instead of [y] / the invoice charges [item] I never ordered]. I make a formal complaint and ask for [repair / correction / release from the contract] within the legal deadline. I pay the undisputed part meanwhile."

🪜 Step by step

  1. Complain to the providerIn writing, "formal complaint", contract number. Note the date — the deadline starts here.
  2. Measure and recordSpeed tests at different times, outage dates, screenshots of the contract's promised speed.
  3. Know your exitsA line consistently far below the promised speed, or a price increase mid-term, lets you leave without penalty under EU telecom rules.
  4. Escalate to ILR — Institut Luxembourgeois de Régulation (médiation)Free dispute resolution; the decision is usually binding on the provider.
  5. Switch without a gapNumber portability is a right and takes one working day; the new provider handles it.

📇 All contacts

ILR — Institut Luxembourgeois de Régulation (médiation)Mediation with telecom operatorsAfter a complaint to the operator📞 28 228 228🔗 web.ilr.lu
ULC — Union luxembourgeoise des consommateursAdvice, letters, intervention with the sellerWhen the seller refuses📞 49 60 22 1🔗 www.ulc.lu
Service national du Médiateur de la consommationFree mediationAfter a written complaint without a solution🔗 www.mediateurconsommation.lu
Centre Européen des Consommateurs LuxembourgFree help with sellers in another countrySeller outside Luxembourg📞 26 84 64 1🔗 www.cecluxembourg.lu

❓ Frequently asked

They switched me to a new plan without asking

Not allowed. Demand the old plan back in writing and complain to ILR — Institut Luxembourgeois de Régulation (médiation); unrequested changes are a recurring enforcement topic.

Can I cancel because the speed is bad?

Yes, if there is a significant, continuous or regular discrepancy between the real and the contractual speed. Keep the measurements.

The outage lasted a week — compensation?

Many countries oblige a credit per day of outage after a report. Ask for it explicitly; providers rarely add it themselves.

📎 Sources

Last checked: 2026-09-26

🔎 Common searches

Recognise your own search? The answer above covers all of these.

  • “internet provider complaint Luxembourg”
  • “telecom regulator dispute Luxembourg”
  • “phone company overcharging complaint”
  • “internet speed lower than contract cancel”
  • “switched provider without consent”

🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

🔗 Related questions

✉️Write my letter: Leave a phone or internet contract · Complaints→🔁Cannot cancel subscription→⚡Energy bill dispute→📦Faulty goods, no refund→🚚Parcel not delivered→

Your tools for Luxembourg

Before it goes wrongCan I?What is allowed, what is not, which permit you need — with the official source.Energy · LuxembourgElectricity & gasThe rules that protect you as an electricity and gas customer in Luxembourg, and who to contact. Every fact is checked on an official source.Recognise it firstIs dit veilig?Check a phone number, website or message against 47,000 scam dossiers.