My phone or internet is down: do I get compensation in Cyprus?
Report a fault to your provider: it must give you a simple procedure for repair requests. Your contract must state the compensation and refund arrangements that apply if the agreed quality of service is not met.
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 Cyprus, and what it means for emergency calls, is below.
📜 The rules in Cyprus
Compensation
No fixed national compensation for outages was found. What you get depends on the compensation and refund arrangements in your contract; to claim for loss or damage you must go to the competent courts.
Emergency calls
Calls and texts to 112 are free from any phone service that uses numbers. Users with disabilities, including visitors from other EU countries, also have access, where possible without pre-registration. Calls go to the most appropriate emergency centre.
The details
- For services other than internet access, such as phone calls, a significant continuing or frequently recurring gap between actual and contracted performance lets you use your legal remedies, including ending the contract free of charge. (ocecpr.ee.cy)
- If the provider does not fix the problem, complain to it in writing and then to the Commissioner. Compensation for loss or damage has to be claimed in the competent courts. (ocecpr.ee.cy)
- In imminent or ongoing serious emergencies and disasters, providers must pass on public warnings from the national warning systems to users in the affected area. (ocecpr.ee.cy)
- At the request of the authority running the 112 emergency centre, the Commissioner requires providers that route 112 calls to also send the caller's location. A 2026 amendment lets the Cabinet name that authority; until then it is the Cyprus Police. (ocecpr.ee.cy)
Γραφείο Επιτρόπου για τη Ρύθμιση Ηλεκτρονικών Επικοινωνιών και Ταχυδρομείων (ΓΕΡΗΕΤ)
Takes your written complaint against a phone or internet provider through its online form, once you have complained to the provider first and got no reply within 15 days or an unsatisfactory one.
🪜 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 Cyprus, 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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