No More Email Blocking or Internet Outages: New Rules for 73 Million Services

Starting November 10, 2026, new regulations will simplify telecommunications procedures in Poland, protecting subscribers during provider switches and ensuring the continuity of email addresses and phone services for millions of users.

Streamlining Provider Switches

The Ministry of Digital Affairs has introduced new regulations to address common frustrations such as losing email access after a contract ends or experiencing downtime when changing internet providers. These rules affect 2,268 telecommunications companies and cover 73.3 million services.

To prevent service interruptions, the government is implementing standardized cooperation procedures between current and new providers. A new internet access identifier will also be introduced to ensure seamless transitions and clear identification of services during the switching process.

Enhanced Information and Response Times

Operators must now provide subscribers with official confirmation of their requests, including submission dates and clear contact details. This measure aims to assist customers who currently struggle to reach providers through automated channels.

Strict processing deadlines are being established. For mobile internet, operators have 6 working hours to process requests made in person or 3 working days otherwise. Fixed-line internet requests must be handled within 1 working day at a service point or 5 working days through other channels.

Email and Phone Number Protections

Subscribers will retain the right to keep email addresses associated with their outgoing provider even after a contract expires. This is critical for users who rely on these addresses for banking, government services, and online retail identifiers.

Phone number portability is also being improved. For mobile numbers, the transfer process is limited to the hours between 00:00 and 06:00 to minimize service disruption. Customers will have the right to withdraw from a transfer request up to 2 working days before the scheduled completion.

Addressing Nuisance Calls

The new regulations grant users the right to request a phone number change if they are subjected to persistent, unwanted, or harassing calls. Subscribers must provide specific details regarding the nature and timing of these calls when filing their request.