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

Compensation

Mobile services: 10% of the monthly fee for 14–24 hours, 25% for 24–48, 50% for 48–72 and 100% over 72 hours. The time runs from your fault report (reports between 19:00 and 07:00 count from 07:00). Paid as a credit note or bank transfer.

Emergency calls

Providers of number-based calls must give free access to emergency numbers, without using any means of payment, to the most suitable emergency centre.

The details

• Fixed services, simple fault (fixed remotely): 10% for 12–24 hours, 20% for 24–48, 50% for 48–72, 100% over 72. Complex fault (repair on the network or at your home): 20% for 72–96 hours, 50% for 96–120, 100% over 120. (uradni-list.si)
• In a bundle you get the proportional part of the fee for the faulty service, e.g. one third of a triple-play fee if one of its three services fails. (uradni-list.si)
• No compensation is due if the cause is lack of mobile coverage, or a poor TV signal received from the broadcaster. You must give access to the equipment and help fix the fault. (uradni-list.si)
• Operators must announce interruptions for upgrades or maintenance in the media at least one day ahead and inform users of major faults without delay. Interruptions may last only as long as needed. (uradni-list.si)
• If phone or TV keeps falling short of the contract, tell the operator: if it isn't fixed within 15 days, you can withdraw without costs. For internet, the operator has up to 30 days to fix it. (akos-rs.si)
• You can call the European emergency number 112 free of charge from fixed, mobile and public phones in all EU countries; the police number in Slovenia is 113. (akos-rs.si)

Agencija za komunikacijska omrežja in storitve Republike Slovenije (AKOS)

Telecom regulator: free resolution of disputes between users and operators after your complaint to the operator. Free helpline 080 27 35 (Mon, Wed, Fri 9–11).