My phone or internet provider overcharges or will not fix the line — who decides?
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, ANCOM — soluționarea litigiilor (0800 800 500) — the telecom regulator or its dispute service for Romania — decides for free, and providers follow. ANPC (021 9551) helps with contract terms; Centrul European al Consumatorilor România (eccromania.ro) is the general dispute body if the case is about the sale rather than the service.
🗣️ 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 ANCOM — soluționarea litigiilorFree 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
❓ Frequently asked
They switched me to a new plan without asking
Not allowed. Demand the old plan back in writing and complain to ANCOM — soluționarea litigiilor; 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
- ANCOM — soluționarea litigiilor →
- ANPC →
- Centrul European al Consumatorilor România →
- Judecătoria — cerere cu valoare redusă →
🔎 Common searches
Recognise your own search? The answer above covers all of these.
- “internet provider complaint Romania”
- “telecom regulator dispute Romania”
- “phone company overcharging complaint”
- “internet speed lower than contract cancel”
- “switched provider without consent”
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