Our questions and answers collected in an archive

On the invoice from the operator, according to the rules decided by the Swedish Post and Telecom Authority (PTS), there should be contact information for the company responsible for a mediated service. Usually, there is a phone number for the company’s customer service on the invoice. If there is no phone number, you can contact...

Premium rate services are services billed via the phone bill from the operator but performed by another company. When the operator charges for a mediated service, the usual call or SMS cost goes to the operator, while the cost of the actual service goes to the company that provides the mediated service, the service provider....

The legal situation is not entirely clear when it comes to minors’ use of premium telecommunication services. It is the responsibility of the subscription holder to cover the costs incurred from telephony, including premium calls, in-app purchases, other premium telecommunication services, and international calls. If the subscription holder lends the phone to someone else, partner,...

The bill may pertain to purchases made with the phone, such as chat and dating services, competitions, or various mobile services like ringtones. On the invoice, they are often referred to as mediated services with numbers that usually start with 0900-, 0939-, 0944-, 099- or five-digit short numbers, for example, 72 111. If your complaint...

It can be. A service should correspond to what you and the operator have agreed upon. If the coverage is worse than what you were promised, then there is a fault with the service. Mobile services can be affected by various factors such as capacity in the mast, and the services are usually described in...

It can be. If you have a low broadband speed, it may be due to an error on the operator’s side. However, sometimes the low speed may not constitute a fault according to the agreement. Normally, it is sufficient for the speed to reach the agreed minimum speed when you have the computer connected with...

Contact the operator you consider responsible. If the operator advises you to complain to a reseller but that complaint does not yield results, you can again contact the operator with whom you have the subscription. The operator is responsible for the services they bill you for, even if they are sold by resellers. If the...

If you terminate the contract by phone, you should ask for a written confirmation of this. Otherwise, it may be difficult for you to prove that you have terminated the contract if a dispute arises about this. Even if you can show that you called the operator, it is not certain that it will be...

If you cancel before the delivery is completed, the company is entitled to compensation for the part of the service that has already been performed and for work that must be carried out despite the cancellation. The compensation may only correspond to the price of what has actually been performed. The company is also entitled...

You can withdraw via email, letter, or phone. If you and the operator do not agree on whether you have withdrawn or not, it is you who must be able to prove that you sent a notice of withdrawal in an appropriate manner and when it was sent. Therefore, it is advantageous from an evidentiary...

If you believe you have received a business subscription agreement despite considering yourself a consumer, you should send an email or a letter to the operator as soon as possible and point this out. Save a copy. If you were called and the agreement was made over the phone, you can primarily argue that the...

If a contract is to be concluded as a result of the operator contacting you, they must send a confirmation of their offer to you. The contract is then concluded when you accept this offer in writing. If you decline the offer already during the phone call, the operator should not send any confirmation to...