My phone or internet is down: do I get compensation in Iceland?
The Electronic Communications Act sets no fixed compensation for outages. Fjarskiptastofa notes that providers may exclude liability in their terms for loss caused by lost connection or disruption, unless the loss stems from gross mistakes by their staff.
When your line is down, your provider has to repair it. In some countries you get compensation if a fault is not fixed in time; what applies in Iceland, and what it means for emergency calls, is below.
📜 The rules in Iceland
Compensation
No general outage compensation was found in the law, so check your contract terms. Fixed per-day compensation applies only when you lose service for more than one working day during a switch, number porting or a move to a new address.
Emergency calls
Calls to 112 are free, including finding your location, and every provider must carry them whatever the network, roaming agreements or your credit.
The details
- 3G has been switched off across Iceland. To reach 112 safely you need a phone that supports 4G/5G and VoLTE; call 1280 to test it, never 112. If 112 fails for technical reasons, call +354 5990112. (fjarskiptastofa.is)
- Fjarskiptastofa takes complaints about abnormal disruption of mobile service, through its online form or by e-mail to fjarskiptastofa@fjarskiptastofa.is. (fjarskiptastofa.is)
- Service may be cut off for unpaid bills only after a written warning at least one month before. For the first month after a cut-off you must still be able to receive calls. (island.is)
Fjarskiptastofa
Iceland's telecom regulator. It takes complaints from consumers who think a provider breaks its duties under the telecom rules, tries to settle the dispute quickly and otherwise decides it.
🪜 Step by step
- Report the fault right awayCall or use the provider’s fault service, and note the date, time and reference number.
- Keep a recordWrite down how long the service is down and what you could not do.
- Ask for compensation or a refundIf the fault is not fixed in time, ask in writing for the compensation or price reduction that applies.
- Escalate if neededIf the provider refuses, complain in writing and then go to the dispute body.
📇 Who to contact
❓ Questions
Can I still call emergency services during an outage?
Emergency calls from a mobile phone usually go through any available network. If your phone cannot connect, ask someone nearby to call.
Is a short outage compensated?
Usually only longer faults or missed repair appointments are. The rule for Iceland, if there is one, is on this page.
What if the faults keep coming back?
Repeated faults can give you the right to a lower price or to end the contract. Ask the regulator or the dispute body.
📎 Sources
- fjarskiptastofa.is →
- fjarskiptastofa.is →
- fjarskiptastofa.is →
- island.is →
- island.is →
- fjarskiptastofa.is →
- fjarskiptastofa.is →
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