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Our questions and answers collected in an archive

Most questions that consumers ask about telecom, we already have the answer to. Here you can sort all common questions into different areas to find what you are looking for!

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What should be stated in my contract regarding speed?
The operator should inform about what speed can realistically be delivered. The requirements for what information should be included in the agreement vary depending on whether you have a fixed broadband or mobile broadband agreement.
To page "What should be stated in my contract regarding speed?"
A company that charged me for a premium rate service has offered to refund the amount. How will the refund be made?
Important! It is outside the remit of the Telecom Advisors to handle questions regarding refunds, and therefore we have not set up any rules for how it should be done. However, we can see that many companies offering premium rate services use the method of refunding directly to the complainant’s bank account. We have handled...
To page "A company that charged me for a premium rate service has offered to refund the amount. How will the refund be made?"
Why are the 2G and 3G networks being phased out, and what’s the difference between the old and new mobile networks?
Between 2025 and 2027, the 2G and 3G networks in Sweden will be phased out, and everything connected to these networks will stop working. This affects everyone, both businesses and individuals, who use equipment connected to 2G and 3G. It can involve anything from alarms, card terminals, and nodes in the power grid to older...
To page "Why are the 2G and 3G networks being phased out, and what’s the difference between the old and new mobile networks?"
What do I need to consider when the 2G and 3G networks are phased out, and what does it mean?
The 2G network will be shut down between 2025 – 2027 while the 3G network has already started to be phased out and will be decommissioned by the end of 2025. This technology shift is also happening abroad, which means that it is not certain that the mobile phone will work if you travel abroad,...
To page "What do I need to consider when the 2G and 3G networks are phased out, and what does it mean?"
I’ve received an ‘SMS invoice’ from another company – who should I contact?
In addition to the services provided via short numbers, there are also a number of other operators that offer payment services that can be ordered via mobile but are billed separately by each company or deducted from a pre-registered bank card. If you encounter problems with payment services purchased through another company, you should contact...
To page "I’ve received an ‘SMS invoice’ from another company – who should I contact?"
I’ve been charged for a third-party service I don’t recognise – what should I do?
If there is a charge for one or more mediated services on the invoice from the telecom operator, it means that someone who used the landline or mobile phone has in some way ordered one or more premium telecommunication services. There is a large number of premium telecommunication services of various kinds. Some examples of...
To page "I’ve been charged for a third-party service I don’t recognise – what should I do?"
What is a premium SMS?
Premium SMS refers to SMS that costs more than a regular SMS and is used to pay for a service, such as a bus ticket on your mobile. Premium SMS is transmitted through five-digit short numbers starting with 7, for example, 72123. Alongside premium SMS services, there are a number of SMS services that are...
To page "What is a premium SMS?"
What information about me is stored by the provider?
As a subscriber, both your call details and subscriber information are stored. However, these cannot be disclosed just like that, as this is regulated by the Electronic Communications Act. For example, it is permissible for operators to store traffic data for a certain period to be able to bill.
To page "What information about me is stored by the provider?"
People are calling me claiming I’ve called them – but I haven’t?
It happens that regular private subscribers’ numbers are used, spoofed, by someone other than the subscriber, so that the person receiving the call thinks it’s you calling. There is nothing specific you can do to prevent this other than always being careful about where you disclose your personal information, or changing your number.
To page "People are calling me claiming I’ve called them – but I haven’t?"
When am I not entitled to compensation?
In addition to the operator being able to limit your right to compensation in their general terms and conditions, you also do not have the right to compensation: If you cannot show that you have made a complaint about the error or delay If you cannot show that you have suffered a financial loss, for...
To page "When am I not entitled to compensation?"
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Are you a business owner or a consumer?

Telekområdgivarna provide guidance to consumers. Questions regarding business subscriptions fall outside the remit of Telekområdgivarna. The exception is complaints related to Telekområdgivarnas code of conduct for sales to sole traders.

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