My phone or internet is down: do I get compensation in Lithuania?
Always report an outage to your provider, which must respond. Until you report it, the service is presumed to work properly, and the repair time promised in your contract counts from your report.
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 Lithuania, and what it means for emergency calls, is below.
📜 The rules in Lithuania
Compensation
There is no fixed statutory rate. Your contract must set how compensation or refunds are calculated and paid when, through no fault of yours, you could not use the service or its quality fell short of the contract.
Emergency calls
Providers must give all users, including users with disabilities, free access to emergency services. Calls to the emergency number 112 must remain possible even when your services are restricted.
The details
- Your contract must state the maximum time to fix faults, in days or hours, and give you a free way to report faults. (e-seimas.lrs.lt)
- A significant, continuous or frequently recurring gap between actual and contracted performance is a material breach: you can then end the contract early without extra costs. (e-seimas.lrs.lt)
- Even if your services are restricted, for example for unpaid bills, you must still be able to call all free numbers, including the emergency number 112. (rrt.lt)
Lietuvos Respublikos ryšių reguliavimo tarnyba (RRT) – vartotojų ginčų nagrinėjimas
Settles your dispute with a phone or internet provider out of court, free of charge, after you have complained to the provider in writing. Its decision becomes binding unless a party goes to court within 30 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 Lithuania, 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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