operator may cut internet in 15 days

Consumers who do not pay their cell phone bill within 15 days of being notified by the operator may have their internet access interrupted and be unable to make calls.

The measure is part of the review of the General Regulation on Consumer Rights for Telecommunications Services (RGC), of the National Telecommunications Agency (Anatel). The new rules will come into force nine months after the regulation is published, which has not yet occurred.

After suspension, the customer will continue to receive calls and messages, in addition to being able to make emergency calls. After 60 days of suspension of the service, the provider may terminate the service provision contract by giving prior notice to the consumer.

In the current billing model, the internet continues to work, but slowly, when the customer is in default. Anatel understood that this was not an advantage to consumers, who continued to be charged normally during the period of reduced services.

“The agency found that the speeds practiced were so low that customers confused the suspension with quality problems in the contracted service,” says Anatel.

Given this, the agency chose to change the rule and prevent companies from charging the monthly fee during the period in which the customer is suspended. On the other hand, they also do not need to provide any service during the period.