My phone or internet is down: do I get compensation in Estonia?
Report a fault to your operator's fault service. The operator must register your report, tell you when the fault will be fixed, and repair network and line faults within a reasonable time.
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 Estonia, and what it means for emergency calls, is below.
📜 The rules in Estonia
Compensation
The law sets no fixed compensation amount for outages. Before you sign, the operator must tell you how charges are adjusted and what compensation applies when the service does not meet the agreed terms.
Emergency calls
Calls to 112 are free from every phone network, and mobile operators must also let you send an emergency text message to 112. Free calls to 112 must stay possible even when your service is restricted.
The details
- If the operator restricts your service for installation, repair or maintenance work on its network, it must tell you at least five working days in advance. (riigiteataja.ee)
- After a restriction, for example over an unpaid bill, the operator must restore service within two working days of the cause being removed. It may not restrict service if you disputed the bill in writing before the due date and paid the undisputed part. (riigiteataja.ee)
Tarbijakaitse ja Tehnilise Järelevalve Amet (TTJA)
Consumer advice by phone (Monday to Thursday 10–14) and supervision of the telecom rules for consumers.
Tarbijavaidluste komisjon
Independent committee at TTJA that settles contract disputes between consumers and traders registered in Estonia, free of charge, usually within 90 days.
🪜 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 Estonia, 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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