My phone or internet is down: do I get compensation in Albania?
Providers must inform you and AKEP at least 48 hours before planned works lasting over 30 minutes. For faults affecting many users, they must inform you as soon as possible and no later than 48 hours after the outage starts.
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 Albania, and what it means for emergency calls, is below.
📜 The rules in Albania
Compensation
No fixed amount is set by law. Your contract must state how you are compensated or refunded when the contracted quality is not met. AKEP says you can claim it from the provider, through AKEP or in court.
Emergency calls
Calls to the single European emergency number 112 and to national emergency numbers are free and need no means of payment. Your location is passed on to the emergency service free of charge.
The details
- A significant, lasting or frequently repeated gap between a service's actual performance and the contract (other than internet access) entitles you to remedies, including ending the contract at no cost. (akep.al)
- Your service may be cut for unpaid bills only after a proper prior warning, and where technically possible only for the unpaid service. AKEP can require a limited-service period that still allows free calls such as 112. (akep.al)
- Mobile users with hearing or speech difficulties can reach the emergency number 112 by SMS, free of charge. (akep.al)
Autoriteti i Komunikimeve Elektronike dhe Postare (AKEP)
Albania's regulator for phone, internet and postal services. It supervises providers, reviews their standard contracts and resolves disputes between subscribers and providers; you can file online through e-Ankesa.
🪜 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 Albania, 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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