Phone or internet contract — КРС · Bulgaria

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, КРС — Комисия за регулиране на съобщенията (02 949 27 60) — the telecom regulator or its dispute service for Bulgaria — decides for free, and providers follow. Комисия за защита на потребителите (КЗП) (0700 111 22) helps with contract terms; Помирителни комисии към КЗП (kzp.bg) is the general dispute body if the case is about the sale rather than the service.

Call firstКРС — Комисия за регулиране на съобщенията

Report toКомисия за защита на потребителите (КЗП)

If that failsПомирителни комисии към КЗП

🗣️ 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

Complain to the providerIn writing, "formal complaint", contract number. Note the date — the deadline starts here.
Measure and recordSpeed tests at different times, outage dates, screenshots of the contract's promised speed.
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.
Escalate to КРС — Комисия за регулиране на съобщениятаFree dispute resolution; the decision is usually binding on the provider.
Switch without a gapNumber portability is a right and takes one working day; the new provider handles it.

📇 All contacts

КРС — Комисия за регулиране на съобщениятаComplaints against telecom operatorsAfter complaining to the operator without a solution📞 02 949 27 60 🔗 crc.bg

Комисия за защита на потребителите (КЗП)Complaints, inspections, fines for tradersWhen the shop refuses📞 0700 111 22 🔗 kzp.bg/podavane-na-zhalba

Помирителни комисии към КЗПFree procedure; the trader usually settlesAfter a written complaint without a solution🔗 kzp.bg/pomiritelni-komisii

Европейски потребителски център БългарияFree help with sellers in other EU countriesSeller in another EU country, Norway or Iceland🔗 www.ecc.bg

❓ Frequently asked

They switched me to a new plan without asking

Not allowed. Demand the old plan back in writing and complain to КРС — Комисия за регулиране на съобщенията; 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 Bulgaria”
“telecom regulator dispute Bulgaria”
“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

Your tools for Bulgaria

Before it goes wrongCan I?What is allowed, what is not, which permit you need — with the official source.Energy · BulgariaElectricity & gasThe rules that protect you as an electricity and gas customer in Bulgaria, 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.

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