1. Does my company have the right to unilaterally modify the monthly subscription fee or tariffs, even though my contract has not expired?

The company does not have the right to increase the monthly fee during a fixed-term contract or limit the content the services included in your plan (e.g. minutes of talk time, number of SMS/MMS messages and data volume). This obligation applies regardless of any device subsidy or monthly fee discount.

The monthly fee within the fixed term of a contract may be increased only in case of technological changes which the company is required to implement to ensure uninterrupted service provision to its subscribers. Technological changes cause a significant increase in wholesale costs. Prior to any increase, EETT should be duly informed. It is pointed out that in this case you have the right to terminate the contract free of charge.

In terms of tariffs, the company may unilaterally modify them provided that, at least one month before their entry into force, you are informed about:

• The tariffs that are modified, detailing how those differ from current tariffs.
• The right to terminate your contract free of charge due to this modification.

The notification is made via a hyperlink which leads to all relevant information. The company must disclose the hyperlink at least in two of the following ways (based on the available contact details you have provided):

• A free of charge SMS message.
• Via e-mail.
• Via the web-based application provided by the company for you to manage your connection.

Access to information via the link should be possible for three months after your contract has expired.

2. What are my rights in the event of modifications to tariffs?

You have the right to terminate your contract, free of charge, within the following time periods:

• For a monthly billing cycle: Up to two months from the day the new tariffs entered into force.
• For a bimonthly billing cycle: Up to three months from the day the new tariffs entered into force.
• For prepaid telephony services: Up to one month from the day the new tariffs entered into force.

The termination of service occurs one day before the day the new tariffs enter into force, even if the request for termination has been submitted long before the entry into force of the new tariffs.

It is pointed out that you cannot terminate your contract free of charge in case the modification relates to:

• Reductions in tariffs.
• Tariffs for international calls and international roaming services outside the European Union. However, you can terminate your contract free of charge, if the monthly fee includes a special charging plan or free talk time for calls to a country for which tariffs are modified.
• Line transfer or reconnection charges.
• Tariffs for premium rate services (also known as Multimedia Information Services).
• Increase in taxes or fees on the pricing of services provided which are imposed as state taxes or directly imposed under Union/Greek law.

It is pointed out that in the event of contract termination free of charge, you are still required to pay any unpaid charges in relation to the subsidy if any, granted for a mobile device or terminal equipment or network connection, excluding a monthly fee subsidy.

3. Does the company have the right to change prepaid telephony tariffs?

Yes, the company has this right, but it is required to inform you, at least one month before they are entered into force, about:

• The tariffs that are modified detailing how those differ from current tariffs.
• The right to terminate your contract free of charge due to this modification.

The notification is made via a hyperlink which leads to all relevant information. The company must disclose the hyperlink at least in two of the following ways (based on the available contact details you have provided):

• A free of charge SMS message.
• Via e-mail.
• Via the web-based application provided by the company for you to manage your connection.

You have the right to oppose the modifications at any time up to one month from their entry into force, however the discontinuation of your connection occurs, at the earliest, one day before the day the new tariffs enter into force. Furthermore, if you have purchased the plan prior to the date of announcement of the increase and you wish to oppose, the company is required, at your request, to reimburse you within 30 days for the outstanding amount of your prepaid plan.

4. What are the obligations of companies in terms of providing information about charges and plans?

The companies are required to provide information, amongst others, in the following ways.

Posting on a dedicated webpage:

• The companies are required to publish tariff information for all services (whether commercially available or not) provided to subscribers in the Greek language and on a dedicated webpage, easily accessible from the home page of their website (under the indication: “Price lists”).
• Current tariffs deriving from modifying previous tariffs should be marked for changes and posted on the above mentioned webpage. Price lists should remain posted on the website up to two years after the expiry of the period for which they were in effect with a reference to the time period during which they applied.

Reference in the contract:

The final price of the monthly fee and any early contract termination fees must appear on the first two pages of the contract. In case of variations of the monthly fee price during the contract term, the contract must state the final price of the monthly fee per period.

Informing about the best current tariffs   

The company is required to advise you on the best current tariffs in relation to the services already provided, either by informing you via phone/SMS/e-mail or by giving you the opportunity to call a dedicated number free of charge. The calls may be recorded, with your consent.

Also, the company will inform you once a year of the availability of an advisory service regarding the best current tariffs in relation to the services already provided. Specifically, at least one month before the expiry of your contract, the company, on its own initiative, should provide information in the above-mentioned ways about the best current tariffs applicable to the services you are already using.

5. Will I be charged if I terminate my connection before the expiry date of a fixed-term contract? Does the company have the right to impose an early termination or disconnection fee?

Only if you have a fixed-term contract and you terminate it before its expiry does the company have the right to impose an early termination fee. In any case, imposing any other disconnection fee is prohibited.

Furthermore, the company is not allowed to charge an early termination fee in the following cases:

• Contracts which are or have become indefinite-term contracts.
• Unfavorable modifications to contractual terms (for issues related to modifications to tariffs, see Questions 1–3).
• Deviations from the minimum Internet access speed as provided for in the contract (See question 7, “Internet-related issues” section).
• Prepaid telephony (excluding cost control contracts or pay as you go plans).

How to calculate an early termination fee

The early termination fee is calculated based on the time of contract termination and, more specifically, as indicated below:

Α. For termination within the first two months of the contract

• The early termination fee equals the monthly fees for two months.
• Monthly fee(s) corresponding to the length of stay, that is, up to the date of early termination.
• Outstanding amortization amount for any subsidy granted for a mobile device and/or terminal equipment and/or network connection: Amount corresponding to the remaining months, that is, the period between the date of early termination of contract and the date of its official expiry minus the amounts corresponding to two months (since these are included in the early termination fee).

Β. For termination after the second month of the contract

• Early termination fee equals 1/4 of the sum of the monthly fees for the period from the date of early termination of contract until the official expiry of the contract.
• Outstanding amortization amount for any subsidy granted for a mobile device and/or terminal equipment and/or network connection: An amount corresponding to 3/4 of the remaining months from the date of early termination of contract until the official expiry of the contract.

You can also find relevant information in the contract you have signed with the company.

6. If I terminate my contract, what will happen with the equipment Ι have received?

Refer to your contract, which should state who is responsible for the equipment as well as any restrictions you need to take into consideration while using it, whether you are required to return it and whether you will be charged with relevant costs in case you do not return it after the termination of your contract.

It is pointed out that in any case you are still required to pay any outstanding amounts in relation to a device/equipment subsidy.

7. My contract has become an indefinite-term contract and I want to enter into a new fixed-term contract with the same company. Will I be charged with a renewal fee?

The company is not allowed to impose any fee for the renewal of the contract.

8. Does EETT control the pricing policy and tariff plans of phone companies?

Based on European Union and Greek law, EETT cannot intervene in the formulation of pricing policies of companies. Companies are free to determine the tariffs for the services they provide, on condition that they do not infringe on the law on competition  for the compliance with which EETT is the competent authority.

As part of the obligations imposed on OTE because of its Significant Market Power, the company is required to submit its tariff plans to EETT in order to prevent margin squeeze practices.

9. I am disputing charges in my phone bill. Can EETT help me in resolving this financial dispute?

ΕΕΤΤ is not the competent body for resolving financial disputes between consumers and companies.

For these matters you should contact directly the Hellenic Consumers’ Ombudsman, which is the competent authority.

10. In what ways can the company claim overdue payments?

The company has the right to claim amounts due and payable by any legal means and in accordance with the relevant terms in your contract. Also, it has the right to temporarily or permanently discontinue your connection due to amounts due and payable. This termination, to the extent that this is technically feasible, will be limited to the specific service for which the amount is due.

The company will inform you about the temporary and/or permanent discontinuance through your bill and by sending a relevant SMS message.

Temporary discontinuance: After 15 days from giving written notice, the company has the right to temporarily discontinue your connection. During this period and provided that this is compatible with the specific service, you should be able to:

• Receive incoming calls to the extent that these calls are not charged to the subscriber.
• Make outgoing calls which are free of charge for the subscriber (regardless of the pricing method, that is, minute/call or talk time provided in the monthly fee).
• Access the Internet with a minimum speed of 256Kbps or access the following websites:
• Single Digital Portal of Public Administration (gov.gr)
• Ministry for Climate Crisis and Civil Protection
• Independent Authority for Public Revenue (IAPR)

Permanent discontinuance: After a 60-day period starting from the temporary discontinuance of services and provided that you have failed to pay any amounts due and payable, the company has the right to permanently discontinue your connection, on condition that you have been duly notified.

It is pointed out that in cases of fraud or repeated overdue payment or non-payment of bills, the permanent discontinuance will take effect immediately and without requiring any prior notice to the subscriber.

11. Can I set a maximum limit for charges above which the provision of services will be discontinued?

The company is required to offer plans that enable you to choose a maximum monthly amount for charges (between charging limits determined by the company), above which the provision of services will be discontinued to avoid overcharging.

You will be asked about this option at the time of entering into the contract, while you may activate/modify it whenever you want. The option to set a maximum charging limit must be provided to potential subscribers when entering into a contract. You are advised to locate the availability of such option in the first two pages of your contract.

The company is required to discontinue the provision of services, if it finds that the charge exceeds the limit you have set. The lowest of the available options may not be higher than 100 euro in the case of a monthly billing cycle and 200 euro in the case of a bimonthly billing cycle.

Services will be discontinued no later than 5 working days from date of detection of excess of the maximum limit.

12. How can I receive information if I have consumed the talk time and data volume of my fixed and mobile plan?

The company is required to inform you in case your usage exceeds 80% and 100% of your monthly plan or prepaid service plan for each service included (talk time, SMS and data volume). This information is provided via the company’s web-based application intended for managing your connection and by SMS or e-mail.

Re-activating a prepaid service plan requires your explicit consent given by text message (SMS).

Especially in the case of services that are provided at fixed locations, notification via SMS or by e-mail will be possible only if you have provided the necessary information. It is pointed out that this obligation will not apply to service plans for unlimited local calls, long-distance calls and calls to mobile phones and unlimited Internet use, regardless of whether other limited-use services are also offered in that context (e.g. fixed number of minutes for international calls).

13. What is the time limit for using talk time in a prepaid telephony service?

Based on its commercial policy, your company determines the time limit for the usage of prepaid talk time (e.g. two months). After that period, unless you renew your talk time, the remaining call value will expire.

Based on European Union and Greek law, EETT cannot intervene in the formulation of pricing policies of companies.

The company is required to disclose the above limit as well as all terms of use of prepaid telephony services. You may look for relevant information on the company’s website.

It is pointed out that in the event of any modification to the time limit of use, the company is required to duly inform you before the new limit enters into force (see Question 3).

14. Why do I get charged for 1’ when my call only lasts a few seconds?

You should check the charge for minimum call time provided for by your plan. If it equals 1΄, then all calls of shorter duration will be charged as 1-minute calls.

15. Does the company have a right to collect the monthly fee in advance?

Your company has the right to include in your phone bill a monthly fee that corresponds to the time period until the next issuance of your bill.

16. Even though I have a plan with unlimited calls to fixed numbers, the company has charged separately calls to 801 numbers and short codes. What happens in these cases?

Phone companies do not usually include calls to 801 numbers or short codes at local rates (e.g. 11185 for the Athens Urban Transport Organization–OASA) in the talk time to fixed numbers. You should refer to the terms of your plan and check whether these calls are included. Furthermore, you may search for information about these charges on the website of your company.

For the short codes of premium rate services, refer to the “Premium rate services” section.

17. I called an 801 number and I was placed on hold for a long time until I was connected to the service. Will my company charge me for the on-hold time?

The charge will correspond to the entire duration of the call, including the on-hold time. The phone company bears no responsibility for the time you were placed on hold by the called party. Charging is based on the current tariffs of your company for calls to 801 numbers.

18. I called a directory inquiry service and I waited some time before I was put through to a representative. Will I be charged for the time I was placed on hold?

The providers of directory inquiry services are required to not charge consumers for waiting for connection to the service. If this is not technically feasible and there is no line available for the provision of the service, they should not respond to a consumer call.

It is pointed out that at the beginning of the call and prior to the provision of the service, these companies must inform consumers, providing a clear description of the charge by means of a recorded message free of charge.

19. What do I need to be careful of when receiving missed calls from unknown numbers from abroad?

You are advised not to call back these numbers because they are likely associated with high charges. It has been observed that many subscribers receive calls from unknown numbers from abroad which are intentionally short to remain unanswered. Their goal is to encourage the subscriber to dial these numbers and incur increased charges. In case you are receiving such uninvited calls, inform your company so that they can take appropriate measures to protect subscribers.

20. What applies to the mobile subscriber fee?

In accordance with current legislation, the following fees are imposed for the benefit of the State:

• Prepaid telephony fee: It is calculated as 10% on the value of top-up time before VAT.
• Mobile subscriber fee: It is calculated as 10% on the monthly bill before VAT.

It is pointed out that VAT is calculated on the overall monthly bill, including the mobile subscriber fee.

Fee exemptions apply to:

• Connections (prepaid and contract plans) for the provision of wireless Internet access provided that they are exclusively data connections.
• Natural persons, aged 15-29 years old, provided that they submit a registration application to the Register of Beneficiaries of Exemption from Mobile Telephony and Prepaid Telephony Subscriber Fees (Mi.D.A.Te.).

The Ministry of Finance is responsible for these matters.

21. My mobile phone was stolen and I want to terminate my connection and deactivate my device. What should I do?

If your mobile phone has been lost or stolen, you should immediately ask your company to block your SIM card to protect you from incurring unwanted charges. If you later find your mobile phone, you can visit a customer service point and request them to unblock your SIM card.

To deactivate your stolen device from the national mobile networks, report the theft to the Hellenic Police and, after receiving a relevant proof of declaration, submit a request to your company to deactivate your device.

Deactivation is possible only if you are aware of your device’s ΙΜΕΙ (International Mobile Equipment Identity). The ΙΜΕΙ is the “identity” of your device, which you can locate:

• On the device packaging.
• By using the relevant application of the device’s OS
• By pressing * # 06 # on the device.

In any other case or if the ΙΜΕΙ you have stated does not identify your device, the deactivation will not be possible.

It is pointed out that the loss of your mobile phone and SIM card does not mean you have also lost your number. You can contact your provider and purchase a new SIM card where you will activate your number.