My phone or internet is down: do I get compensation in Italy?
If your line fails through the provider's fault, AGCOM's compensation rules set 6 euro per day for each service that is completely interrupted and 3 euro per day for irregular service, from your complaint until repair when the repair is late.
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 Italy, and what it means for emergency calls, is below.
📜 The rules in Italy
Compensation
6 euro per day per service for a complete interruption, 3 euro per day for irregular service, 7.50 euro per day for an unjustified suspension; one third more for internet over ultra-broadband networks (AGCOM delibera 347/18/CONS).
Emergency calls
Calls to the European emergency number 112 are free and need no means of payment; your location is passed to the emergency centre without delay.
The details
- These amounts don't apply if the provider accepts your complaint within 45 days and pays the compensation in its contract; contract compensation applies when it is more favourable to you. (agcom.it)
- If your service is suspended without grounds or without the required notice, compensation is 7.50 euro per day for each service. (agcom.it)
- For internet access over ultra-broadband networks, the daily amounts for outages, irregular service and unjustified suspensions are one third higher. (agcom.it)
- If your service is suspended or cut off, you can ask your Co.re.com through ConciliaWeb (form GU5), when you file for conciliation or during it, for a temporary order to restore it; it decides within 10 days. (agcom.it)
- Providers of phone services must take all necessary measures to guarantee uninterrupted access to emergency services. (normattiva.it)
Co.re.com (Comitato regionale per le comunicazioni)
Your region's communications committee: runs conciliations if you can't use ConciliaWeb alone, decides disputes and can order your provider to restore a suspended service.
ConciliaWeb (AGCOM)
AGCOM's free online platform for the mandatory conciliation with phone, internet and pay-TV providers. Log in with SPID, CIE or eIDAS.
Autorità per le Garanzie nelle Comunicazioni (AGCOM)
Telecom regulator. Its contact center answers questions and takes reports: 800.185060 from a landline, 081.750750 from a mobile or abroad, Monday to Friday 10:00-14:00.
🪜 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 Italy, 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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