My phone or internet is down: do I get compensation in Germany?
Report a fault to your provider: it must fix it promptly and free of charge, unless you caused it. If not fixed within one calendar day, it must tell you by the next day what it is doing and when (§ 58 TKG).
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 Germany, and what it means for emergency calls, is below.
📜 The rules in Germany
Compensation
If the fault is not fixed within two calendar days and the service is completely down, you get €5 or 10% of the monthly fee on days 3 and 4, then €10 or 20% per day, whichever is higher.
Emergency calls
Emergency calls to 112 and 110 are free. Providers must connect them immediately and with priority to the local emergency centre, and pass on your number and location (§ 164 TKG).
The details
- A missed technician or installation appointment entitles you to €10 or 20% of the monthly fee, whichever is higher, unless you caused it. (gesetze-im-internet.de)
- No compensation if you caused the fault, or for force majeure, legally required measures or orders of security authorities. It is offset against a fee reduction and against further damages. (gesetze-im-internet.de)
- Until you and your provider have settled a fee reduction, keep paying your bills in full under reservation: unpaid bills can lead to a block and collection costs. (bundesnetzagentur.de)
Bundesnetzagentur – Kundenschutz Telekommunikation
Contact it if your provider does not repair the fault or pay the legal compensation; it does not enforce money claims itself.
Schlichtungsstelle Telekommunikation der Bundesnetzagentur
Handles disputes when a fault is not repaired promptly or the legal compensation is not paid.
🪜 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 Germany, 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
- gesetze-im-internet.de →
- bundesnetzagentur.de →
- bundesnetzagentur.de →
- bundesnetzagentur.de →
- bundesnetzagentur.de →
- bundesnetzagentur.de →
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