Phone or internet contract · Czechia

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, Český telekomunikační úřad (ČTÚ) — námitky (224 004 111) — the telecom regulator or its dispute service for Czechia — decides for free, and providers follow. Česká obchodní inspekce (ČOI) (222 703 404) helps with contract terms; ČOI — mimosoudní řešení sporů (ADR) (coi.cz) is the general dispute body if the case is about the sale rather than the service.

Call firstČeský telekomunikační úřad (ČTÚ) — námitky

Report toČeská obchodní inspekce (ČOI)

If that failsČOI — mimosoudní řešení sporů (ADR)

🗣️ 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 Český telekomunikační úřad (ČTÚ) — námitkyFree 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

Český telekomunikační úřad (ČTÚ) — námitkyDispute decisions against operatorsAfter complaining to the operator without a solution📞 224 004 111 🔗 www.ctu.cz

Česká obchodní inspekce (ČOI)Advice, inspections, fines for tradersWhen the shop refuses📞 222 703 404 🔗 www.coi.cz/pro-spotrebitele

ČOI — mimosoudní řešení sporů (ADR)Free procedure; the trader usually settlesAfter a written complaint without a solution🔗 www.coi.cz/mimosoudni-reseni-spotrebitelskych-sporu-adr

Evropské spotřebitelské centrum ČRFree help with sellers in other EU countriesSeller in another EU country, Norway or Iceland🔗 evropskyspotrebitel.cz

❓ Frequently asked

They switched me to a new plan without asking

Not allowed. Demand the old plan back in writing and complain to Český telekomunikační úřad (ČTÚ) — námitky; 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 Czechia”
“telecom regulator dispute Czechia”
“phone company overcharging complaint”
“internet speed lower than contract cancel”
“switched provider without consent”

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