As of June 1, 2025, former customers of UPC Polska who have transitioned to Play services will face increased bills for internet and other telecommunications services. This decision primarily impacts those with contracts that do not have a fixed term. Play justifies the price hikes by citing rising costs associated with providing services, particularly the escalating expenses of accessing fiber optic networks.
For instance, the subscription for fiber optic internet with speeds up to 500 Mb/s will see a price increase from 72.99 PLN to 78.92 PLN per month, which amounts to an increase of 5.93 PLN. This change translates to an additional annual expense of nearly 72 PLN for affected customers.
Customers who disagree with the new terms have the right to terminate their contracts without facing any penalties until the changes take effect. Play has assured its users that resigning from the service will not require them to return any discounts or pay compensation.
The impending price increases are not limited to fiber optic internet services; they will also affect other offerings previously provided by UPC and now managed by Play. For television services, the increases are more modest, capped at a maximum of 0.80 PLN per month. According to the agreements, the total annual increase cannot exceed 10 PLN.
Interestingly, while Play is raising prices, it has also recently reduced roaming charges within the European Union, which could be seen as an attempt to balance customer sentiment amidst the price hikes. However, the Office of Competition and Consumer Protection (UOKiK) is actively monitoring Play’s actions. The agency has received approximately 240 complaints related to service quality, customer service issues, service outages, inflationary price increases, and discrepancies in billing.
UOKiK is currently conducting investigations to determine whether Play's practices violate collective consumer interests or contain prohibited clauses in their contracts. Earlier this year, the President of UOKiK accused Play of misleading customers regarding pricing during negotiations, a case that has been escalated to court, potentially resulting in fines of up to 10% of the company’s annual revenue.
In a message sent to customers, Play stated, "Since the contract was concluded, the costs associated with providing telecommunications services have significantly increased, particularly due to the rising costs of accessing fiber optic networks. Therefore, in light of these rising costs, we have decided to adjust the subscription fees." Customers have been encouraged to understand these adjustments and remain with the service.
For those who signed contracts with UPC Polska for fiber optic internet service up to 500 Mb/s, the new fee means paying 5.93 PLN more than before. Customers who agree to the new pricing structure do not need to take any action, while those who do not can terminate their contracts before the new rates take effect.
In addition to Play, other telecommunications providers are also adjusting their pricing. Inea, another network, has announced that it will increase fees for customers with indefinite contracts starting June 1, 2025, by 3.6%, which translates to about 4.15 PLN more per month. Furthermore, from August 1, 2025, the fee for HBO Max will rise for customers who have purchased this package from 25 PLN to 37 PLN monthly.
Despite the price adjustments, Play has been working to enhance its service offerings. Following its acquisition of UPC Polska several years ago, Play has invested in restoring IPTV channels previously offered by the cable network, now including many additional stations. However, some customers continue to express dissatisfaction regarding service quality and customer support, especially following the merger.
Since the beginning of the year, the UOKiK has documented around 240 complaints from former UPC customers, relating to service quality, customer service, outages, and misleading information from employees. UOKiK is investigating these complaints to assess whether Play's actions warrant allegations of violating collective consumer interests or employing prohibited contractual provisions.
As the telecommunications landscape continues to evolve, consumers are advised to stay informed about their rights and the implications of such price changes. The ongoing scrutiny by regulatory bodies like UOKiK highlights the importance of transparency and fairness in the telecommunications market.
