My phone or internet is down: do I get compensation in Luxembourg?
Your provider must honour the contract and keep the service working. If your phone or internet fails, report it to the provider in writing so it can fix it; the ILR suggests also asking for a commercial gesture for the period without service.
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 Luxembourg, and what it means for emergency calls, is below.
📜 The rules in Luxembourg
Compensation
By law, €100 per day when activating your service, porting your number or a loss of service during a switch runs more than one working day over, or when a provider misses an agreed service or installation appointment.
Emergency calls
Calls to the European emergency number 112, and to the national emergency numbers set by the ILR, are free and need no means of payment. Your location is passed to the emergency centre free of charge.
The details
- Your contract must state any compensation and refund arrangements that apply if the promised quality levels are not met. (data.legilux.public.lu)
- For services other than internet access, such as a fixed phone line, a significant permanent or frequent gap from the contracted performance lets you use your remedies, including cancelling free of charge. (data.legilux.public.lu)
- Providers must take all necessary measures to keep voice and internet available during a major network failure or force majeure, and to keep access to emergency services uninterrupted. (data.legilux.public.lu)
🪜 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 Luxembourg, 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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