Updated : 25/11/2016
Wherever you are in the EU you must have access to affordable quality telecommunication services– including a connection for a telephone line and functional internet access at a fixed location.
There should be at least one telecoms provider who can provide this service for you. This is known as the "universal service" principle.
In some specific cases, such as issues with the technical feasibility of a request, your request might not be considered "reasonable" and could be refused.
Your national regulatory authority can put you in touch with the universal service provider in your country.
Eleni, from Greece, recently moved from Athens to the countryside and wanted to get a telephone connection in her new house. After trying several companies, who told her that they didn't have a network in her area, she contacted the Greek national regulatory authority. They told her who the universal service provider was, and she was able to get her telephone connection.
Your telecoms provider must:
After signing a contract with a telecoms provider, you have the right to:
You should always be able to call the toll free EU wide emergency number 112 – from any telephone. This includes calls from public payphones and mobile phones.
Maxime from Belgium received a letter from his mobile telecoms provider with his monthly telephone bill. The letter stated that they were reducing the number of free SMSs in his package. The provider offered him a different, more expensive, package which included unlimited SMSs.
Maxime contacted his telecoms operator and cancelled his contract. He decided to take out a contract with a different provider and was able to keep his mobile number when he made the switch.
Remember that you have the right to end your contract if your provider changes the terms of your original contract. If you switch to another provider you also have the right to keep your telephone number.
If you're a disabled user, you should have access to the same telecommunications services as the majority of consumers.
You may also be eligible for special tools or services from your service provider that enable you to use telephone networks – for example access to live text-to-speech translation services, or the possibility to receive your telephone bill in an alternative format, such as braille.
Your national regulatory authority should be able to give you more information about these rights.
When you use your mobile phone abroad – to call, text (send SMS messages) or go online – there's a limit to what your phone operator can charge you for using these services.
This price limit applies to everyone, unless you have signed up for a specific service or package.
Find out more about mobile roaming prices.