Our questions and answers collected in an archive

In the ethical rules, there is an entire chapter that prescribes that all service providers must have a customer service: The service provider shall provide customer service for all services. The customer service shall be available on weekdays excluding holidays from 09:00 to 16:00. The customer service shall have a phone number and shall be...

There are no paid telecommunication services that charge by simply opening the received SMS. However, there are services that charge per received SMS, so-called subscription services, but the charge occurs as soon as an SMS lands on the recipient’s mobile. It doesn’t matter if you open the SMS or immediately delete it. The charge has...

All operators are required to offer their subscribers free blocks against premium rate services. The blocks should be available for both premium calls and premium SMS and can be applied to both fixed and mobile phone subscriptions. To apply a block to your subscription, contact your operator. Note that some operators may have different blocks...

Most subscription services are started by sending a command, such as START, or a code to a five-digit short number starting with 72 (72xxx). To terminate a subscription service, you can simply write the word STOP in a text message and send it to the same short number through which you once ordered the service....

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 phone 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 common premium telecommunication services are voting in TV programs like Melodifestivalen via phone calls or SMS, buying a bus ticket via SMS, or entertainment services for mobile phones such as games or ringtones. There are several ways to order a premium telecommunication service, mediated service. An order can, for...

Applications, apps, or in-app purchases (so-called “in-app purchases”), paid with account or credit card are not payment services and fall outside the remit of the Telecommunications Advisors, and we therefore cannot help you contact the company in question. Services purchased via GooglePlay, App Store, and Microsoft are outside our mandate to handle and you must...

The Consumer Agency refers to the Parental Code’s rules that minors cannot enter into agreements, but there is no legal case that fully supports their claim. With that interpretation of the Parental Code, a person under eighteen would never be able to buy anything without a guardian’s consent, except for the money a person over...

If you want to get a mobile subscription for a minor, there are different possibilities. Mobile operators have various offers for subscriptions tailored for children, and different solutions for families and additional users. There are also smartwatches designed for children that can be used to make calls and send messages, among other things. Such a...

Toll-free calls (which usually start with the numbers 020 or 0200), for example calls to BRIS and women’s shelters, must not be itemized on the bill.

Yes, but the invoice fee must then be stated in the agreement. Most operators offer alternatives to sending out bills in paper form, such as e-invoice or direct debit. If you choose one of these options, you can often avoid paying the invoice fee. Check with your operator if you can do something to avoid...

Contact your operator and they will assist you further depending on the block you want. In many cases, you can also do it yourself via My pages.

Industry players have committed in the standard agreements applicable on the market to follow the ethical rules as well as the parts of the premium rate services area regulated by the Code of Conduct (CoC) jointly developed by the telecom operators, the industry organization MORGAN, and the Telecom Advisors. Directory assistance services use the 118...