My phone or internet is down: do I get compensation in Bulgaria?
Providers must take all necessary measures to keep voice and internet services available as far as possible during major network failures or force majeure; voice providers must keep access to emergency calls uninterrupted (art. 237 ЗЕС).
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 Bulgaria, and what it means for emergency calls, is below.
📜 The rules in Bulgaria
Compensation
There is no fixed statutory amount: your contract must set out how compensation and refunds work when agreed quality levels are not met (art. 226 ЗЕС). Check your contract and general terms, and claim from the provider in writing.
Emergency calls
112 is the single emergency number; your provider must send your location to the emergency centre, free of charge. Mobile providers also deliver BG-ALERT public warnings in disasters and emergencies (arts 242а–242б ЗЕС).
The details
- First check cables and power and restart your router or modem; if the service does not come back, contact your provider's customer service. (crc.bg)
- CRC's position treats a total loss of service as non-performance of your contract. (crc.bg)
- CRC cannot order a provider to pay contractual penalties or damages; these are civil claims for the courts. (crc.bg)
Комисия за регулиране на съобщенията (КРС)
Takes written complaints about breaches of the Electronic Communications Act (online form, post or in person) and gives advice on its consumer hotline. It decides within 30 days, or up to 2 months if more evidence is needed.
Секторна помирителна комисия за разглеждане на спорове в областта на електронните съобщения (към КЗП)
Free out-of-court conciliation of disputes with phone, internet and TV providers after your complaint to the provider has failed; it proposes a settlement that binds only if both sides accept 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 Bulgaria, 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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