Can I get a refund or rebate when my internet or phone service is down?
Last updated: 2026-07-11 · Educational content; not legal advice.
Short answer
There is no automatic, across-the-board statutory refund for every outage yet, but you can seek a rebate. NTC Memorandum Circular No. 05-06-2007 (Consumer Protection Guidelines) requires providers to bill accurately and to charge only for services actually agreed and delivered, which is the basis for demanding a pro-rated adjustment for the days your service was down. A House bill (House Bill No. 178) to make outage refunds automatic passed the House in 2023 but has not become law, so for now you must request the rebate from your provider in writing and, if refused, escalate to the NTC. Keep dated records of when the service went down and came back.
Primary sources
Frequently asked
How is an outage rebate usually computed?
Rebates are typically pro-rated — the monthly fee spread across the billing period and multiplied by the number of days you had no service. There is no single national formula guaranteed by statute for all providers, so ask your provider to show its computation and check it against your plan's terms.
What if my provider refuses to give any credit?
Put your request in writing, keep proof of the outage dates, and file a complaint with the NTC, which handles service-interruption and billing disputes for telecom and internet subscribers under Executive Order No. 546. NTC MC 05-06-2007 obliges providers to bill only for services actually delivered.
Do I still have to pay while service is down?
Pay the undisputed portion of your bill to avoid disconnection and penalties, and dispute the charge for the outage period separately in writing. Non-payment can be treated as a collection matter even while your complaint is pending.
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Your rights on mobile, internet, electricity, and water — slow or undelivered broadband and rebates (NTC), billing disputes and overcharges, the notice required before disconnection and the days you cannot be cut off, prepaid load validity, SIM deactivation under the SIM Registration Act, electricity bill-deposit refunds and meter errors (the ERC Magna Carta for Residential Electricity Consumers), and how to escalate past your provider to the NTC, ERC, or MWSS.