My phone or internet is down: do I get compensation in Denmark?
Danish rules set no fixed compensation for outages or slow repairs. Your contract must state service levels, delivery and repair times, and compensation and refund terms; what you can claim depends on it. Complain to your provider first, then to Teleankenævnet.
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 Denmark, and what it means for emergency calls, is below.
📜 The rules in Denmark
Compensation
No statutory amount. You may get compensation or a proportionate discount if your contract provides for it; the contract must contain terms on compensation and refunds for faults in the service.
Emergency calls
You can call 112 free of charge from all phones in Denmark, even without a SIM card, with no credit left, or if your phone has been closed for other reasons.
The details
- In a bundle, if you have the right to end one part because it is not delivered or does not match the contract, you may end the whole bundle (§ 10, stk. 2). (retsinformation.dk)
- Even if your line is blocked by spending control or call barring, you must always be able to call 112 (§§ 13 and 15). (retsinformation.dk)
- The emergency centre automatically receives information about where you are calling from, even if you have a secret number. (digst.dk)
Teleankenævnet
Approved consumer complaints board for phone and internet. Complain with its online form once your provider has rejected your written complaint; fee 175 kr., refunded if you win fully or partly.
🪜 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 Denmark, 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
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