Maintenance fee
The Telecom Advisors have periodically received many questions regarding fees for the maintenance of the fiber network. When a provider sends out new contract terms, it can be considered an offer for a new contract or a change to previous contract terms, depending on what is stated in your existing contract.
Can the fiber provider impose a maintenance fee?
An offer for a new agreement can be accepted or not at your discretion. Regardless of whether it is a change of terms or a new agreement, the main rule is that the provider must show contractual support for you to be liable for a fee.
We recommend that you read through your existing agreement and see what is stated regarding, among other things, contract duration, changes in terms, disconnection, and maintenance.
You can read more about changing existing terms on this page.
Can the fiber provider shut down the connection?
It is similarly up to the provider to show that there is a basis for ceasing the delivery of an agreed service or disconnecting a connection, for example, based on what follows from existing contract terms or applicable regulations in the area. In some agreements, it is described, for example, that the provider has the right to charge a maintenance fee and that the provider may change the price level in the future. Sometimes contract terms can also be considered unreasonable.
What can I do as a consumer?
Read through your contract terms carefully. We recommend that you make a written complaint to your provider if you are not satisfied.
When writing to the provider, you should remember the following:
- Write down contact details and customer number for the person listed on the contract
- Briefly describe the problem and what solution you wish to see in the matter.
- You can request an extended due date on your invoices until the matter is resolved.
Note that if you believe a fee is incorrect but choose to pay the fee to ensure the connection is not shut down, it is important that you inform the provider that you are paying the fee under protest.
- You can also dispute the bill, you can read more about this on our website.
- Request a written response and keep a copy of your complaint.
- Include any documentation that may be important for the assessment of the matter. For example, existing contract terms if you believe the provider has changed the terms in a way that contradicts them.
If the matter is not resolved?
If the matter is not resolved after contact with your provider, you can contact us at Telekområdgivarna if you have questions. As a consumer, you can also turn to consumer guidance in your municipality to see if they can help you with your matter. The help you can get may vary between different municipalities.