Phone & internetRO
Phone & internet · Romania
Checked 2026-10-14

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

The short answer

Report a fault to your provider quickly, as its complaint procedure describes: the repair time in your contract runs from when the provider receives your report. If the repair time or the compensation in your contract is not respected, go to ANPC.

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 Romania, and what it means for emergency calls, is below.

Official source: infocentru.ancom.ro · Checked 2026-10-14

📜 The rules in Romania

Compensation

Compensation for a repair time that is not met is the one set in your contract, which must also say how it is calculated. If the provider does not pay it, you can turn to ANPC.

Emergency calls

112 is the emergency number, free from any phone network in Romania and the EU; emergency calls are also free in roaming.

The details

  • If your contract does not state a repair time or the compensation for missing it, ANCOM can act on your complaint. (infocentru.ancom.ro)
  • Your contract must state the repair time in hours, the time to connect the service and to answer complaints, and the compensation if these are not met, with how it is calculated. (infocentru.ancom.ro)
  • For significant, continuous or frequent gaps between real and contracted performance, you may end the contract under the conditions it sets. (infocentru.ancom.ro)
  • With internet calls (VoIP), check before you sign whether you can reach 112 and whether your location is sent. (infocentru.ancom.ro)
  • Your contract must state the conditions for access to 112, the single emergency number. (infocentru.ancom.ro)
  • If you or someone else is in imminent danger, call 112: it is free from any phone network, in Romania and in any other EU country. (infocentru.ancom.ro)

Autoritatea Națională pentru Protecția Consumatorilor (ANPC)

Consumer protection authority. ANCOM sends consumers here when a provider does not respect the contract, for example repair times, compensation or excessive early-termination penalties.

🔗 anpc.ro
Official source: infocentru.ancom.ro · Checked 2026-10-14

Autoritatea Națională pentru Administrare și Reglementare în Comunicații (ANCOM)

Telecom regulator. Takes written complaints when a provider breaks telecom rules (contract summary, notice of changes, porting, roaming, information duties); it cannot enforce your individual contract.

🔗 infocentru.ancom.ro
Official source: infocentru.ancom.ro · Checked 2026-10-14

🪜 Step by step

  1. Report the fault right awayCall or use the provider’s fault service, and note the date, time and reference number.
  2. Keep a recordWrite down how long the service is down and what you could not do.
  3. Ask for compensation or a refundIf the fault is not fixed in time, ask in writing for the compensation or price reduction that applies.
  4. Escalate if neededIf the provider refuses, complain in writing and then go to the dispute body.

📇 Who to contact

Autoritatea Națională pentru Protecția Consumatorilor (ANPC)Consumer protection authority. ANCOM sends consumers here when a provider does not respect the contract, for example repair times, compensation or excessive early-termination penalties.🔗 anpc.ro
Autoritatea Națională pentru Administrare și Reglementare în Comunicații (ANCOM)Telecom regulator. Takes written complaints when a provider breaks telecom rules (contract summary, notice of changes, porting, roaming, information duties); it cannot enforce your individual contract.🔗 infocentru.ancom.ro/sesizeaza-ancom/comunicatii-electronice
ANPC – Direcția Soluționarea Alternativă a Litigiilor (SAL)Settles disputes between customers and providersWhen the provider has not solved your complaint🔗 reclamatiisal.anpc.ro

❓ 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 Romania, 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

Checked: 2026-10-14

🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

🔗 Also useful

📶Phone or internet contract · Who do I contact?→☎️Unwanted sales calls · Who do I contact?→✉️Write my letter: Leave a phone or internet contract · Complaints→🐢Slow internet→⚖️Free dispute resolution→🔄Switching provider→📲Keep your number→📅Minimum term & notice→

More help in Romania

All other problems: who handles whatWho do I contact?100+ things that go wrong — money, housing, work, safety, health, papers, government — and the one desk in Romania that actually handles each: phone, site, and what to say when they pick up.Before it goes wrongCan I?What is allowed, what is not, which permit you need — with the official source.Recognise it firstIs dit veilig?Check a phone number, website or message against 430,000 scam dossiers.