My phone or internet is down: do I get compensation in Latvia?
If your service is down for more than 24 hours in a billing period, apply to your provider: it must not charge for that time, or must refund the fee, unless the fault could not be fixed because of your own actions.
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 Latvia, and what it means for emergency calls, is below.
📜 The rules in Latvia
Compensation
No charge for the time without service when an outage lasts over 24 hours in a billing period and you apply; at least 50% off that period's fee when a quality shortfall is confirmed.
Emergency calls
Calls and SMS to 112 are free from public networks, and voice providers must keep your access to emergency services uninterrupted. Other emergency numbers: 110 police, 113 ambulance, 114 gas emergency.
The details
- This does not apply when the provider has cut you off for unpaid bills or other breaches of contract. You must be able to report faults free of charge, 24 hours a day. (likumi.lv)
- Before cutting you off for an unpaid bill, the provider must warn you at least 10 days ahead, unless your contract says otherwise. Until then it must keep free emergency calls and internet at your minimum guaranteed speed. (likumi.lv)
- For other breaches of contract the warning period is at least 30 days. Once you pay or fix the breach after a cut-off, service must be restored within five working days at the latest, unless the contract has ended. (likumi.lv)
- If a service in your bundle is not provided, or is often or persistently far below the contract, you can end the whole bundle without a penalty once SPRK confirms the problem at your request. (likumi.lv)
Sabiedrisko pakalpojumu regulēšanas komisija (SPRK)
If your provider has not solved the problem, send SPRK a written complaint: signed with a secure e-signature to sprk@sprk.gov.lv, as a signed letter to Skanstes iela 25, Rīga, LV-1013, or through your official e-address.
🪜 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 Latvia, 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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