Phone & internetCS
Phone & internet · Czechia
Checked 2026-10-14

📵 My phone or internet is down: do I get compensation in Czechia?

The short answer

If a technical or operational fault on the provider's side meant you could use the service only partly or not at all, it must fix it and reasonably cut the price, or by agreement provide the service another way. It need not pay damages.

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 Czechia, and what it means for emergency calls, is below.

Official source: e-sbirka.gov.cz · Checked 2026-10-14

📜 The rules in Czechia

Compensation

No fixed sum per day of outage: you are entitled to a reasonable price reduction. A missed agreed repair or installation date gives 200 Kč per started day (400 Kč from day 6).

Emergency calls

112 and the national emergency numbers 150, 155 and 158 can be called free of charge, without needing any means of payment.

The details

  • Claim it with a complaint (reklamace) within 2 months of the faulty service; merely reporting a fault is usually not treated as a complaint. The price cut should match the length and nature of the outage. (ctu.gov.cz)
  • If the provider misses an agreed repair or installation date, you get flat-rate compensation: 200 Kč per started day of delay, 400 Kč per day from day 6. (e-sbirka.gov.cz)
  • If the provider rejects your complaint or doesn't settle it within 1 month, you can file an objection with ČTÚ within 1 month (fee 100 Kč). (ctu.gov.cz)
  • Calls to the emergency numbers 112, 150, 155 and 158 are free and need no means of payment; providers must give people with disabilities equal access to emergency services. (e-sbirka.gov.cz)

Český telekomunikační úřad (ČTÚ)

Telecom regulator: consumer information, objections to how a provider handled your complaint, and other disputes with providers.

📞 224 004 111🔗 ctu.gov.cz
Official source: ctu.gov.cz · Checked 2026-10-14

🪜 Step by step

  1. Report the fault right awayCall or use the provider’s fault service, and note the date, time and reference number.
  2. Keep a recordWrite down how long the service is down and what you could not do.
  3. Ask for compensation or a refundIf the fault is not fixed in time, ask in writing for the compensation or price reduction that applies.
  4. Escalate if neededIf the provider refuses, complain in writing and then go to the dispute body.

📇 Who to contact

Český telekomunikační úřad (ČTÚ)Telecom regulator: consumer information, objections to how a provider handled your complaint, and other disputes with providers.📞 224 004 111🔗 ctu.gov.cz/pro-spotrebitele
Český telekomunikační úřad – mimosoudní řešení spotřebitelských sporůSettles disputes between customers and providersWhen the provider has not solved your complaint🔗 ctu.gov.cz/mimosoudni-reseni-spotrebitelskych-sporu

❓ 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 Czechia, 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

Checked: 2026-10-14

🧭 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.

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