In light of recent announcements regarding changes to telephone, internet, and television service tariffs, ANCOM reminds users of their rights when providers modify contractual terms.
During 2025, ANCOM resolved 142 petitions concerning unilateral contract modifications by service providers. Since the beginning of 2026, the Authority has received a further 67 notifications on this issue.
Unilateral modification of contracts
Under applicable legislation, providers of telephone, internet, or television services may unilaterally amend certain contractual provisions, provided such a possibility is expressly stipulated in the contract (e.g. prices or pricing methods, including the currency in which prices are expressed). However, they are obliged to notify subscribers in advance of their intention to amend the contract and must grant them a period of at least 30 days from receipt of the notification to decide whether to accept the new conditions or exercise their right to unilaterally terminate the contract, without incurring any penalties or compensation charges.
The right to terminate the contract free of charge does not apply where the changes are exclusively beneficial to the end-user, are purely administrative in nature and have no negative impact on the end-user or are required by the law.
Furthermore, providers cannot unilaterally modify the initially agreed contractual commitment period or introduce new paid services without the subscriber’s consent.
ANCOM recommendations
ANCOM advises users who receive a notification regarding the unilateral modification of their contract to pay particular attention to the following:
- If they wish to terminate the contract, they should submit a termination request within the deadline specified in the notification (which must be at least 30 days from receipt), through the channels indicated by the provider, including by initiating the porting of a telephone number to another network. ANCOM recommends sending the request in writing and using a method that provides proof of submission.
- In the case of contracts that included the purchase of equipment, users who choose to retain the equipment upon termination may be required to pay the compensation associated with it.
Important!
- Where a contract contains a clause allowing tariff increases in line with inflation and clearly specifies both the price indexation mechanism and the reference index used by the provider, the application of that clause does not constitute a unilateral modification of the contract.
- If a provider changes the television programme schedule while maintaining the minimum number of TV channels stipulated in the contract, the legal provisions governing unilateral contract modifications do not apply.
- Users who do not agree with the contractual changes have the legal right to terminate the contract unilaterally, but they cannot reject the modifications if they wish to maintain the contract in force.
What, how and where to complain
ANCOM may intervene if a provider has modified a contract without properly and fully informing users, has failed to notify them of their right to terminate the contract without penalties, or has not processed penalty-free termination requests submitted within the prescribed period. Complaints to ANCOM may be submitted here.