Is there a problem with your fibre connection?
Complaining or reporting a fault means that within a certain time you notify the fiber provider who installed your fiber connection about what is wrong. You can also dispute bills that you believe are incorrect. For the provider to be able to assist you and for you, if you do not agree, to later be able to claim compensation or other, you should immediately after discovering the fault report it to the provider.
Page summary
If you discover a fault with your fiber connection or experience a delivery delay, you should complain as soon as possible, preferably within two months. Contact the provider who installed the connection, and preferably write a written complaint to have documentation. Include customer number, contact details, and a clear description of the fault as well as what you wish as a solution. It is important to be clear so that the provider understands what you want. Always keep a copy of your complaint.
Always report faults immediately after you discover the error
In case of a fault, you must complain (report, file a fault report) within a reasonable time from when you noticed, or should have noticed, the fault to be entitled to, for example, price reduction, cancellation, or damages. In case of a delivery delay, you must also complain as soon as possible, but no later than within a reasonable time after the connection is completed. A complaint made within two months should always be considered timely.
If you have not noticed and been able to report the fault within a reasonable time, there are valid excuses, such as temporary personal circumstances, like illness or being in another location. Other circumstances that have prevented you from understanding that the service was faulty earlier can also be a valid reason.
How to report a fault to the fiber provider
Should you contact the fiber provider or the service operator?
Always contact the provider who installed your fiber connection first. However, if there is a fault with your broadband service, you should instead contact your service operator and not the provider.
Preferably make a written complaint
There are no legal “formal requirements”, meaning the provider cannot require you to complain in a certain way, such as by phone. However, the provider can recommend that you complain in a certain way, which can often simplify the handling of the complaint for both parties. If you are unsure, call the provider and ask where to send your complaint. Important to consider:
- We recommend that you make a written complaint (for example, via chat, email, letter, or contact form) to be able to show that you have complained and when you have complained. Feel free to use our complaint template. You should always make sure to save a copy of your complaint. If you talk to the provider on the phone, we recommend that you both ask for a written confirmation and take the full name of the person you are talking to, and request that they make notes about (log) the call.
- A message from you to the company is considered to have reached the recipient if you have sent it in an “appropriate manner”. What this is, is assessed based on the circumstances of the individual case. Email, fax, or phone is usually sufficient. (An oral complaint via phone can, however, be difficult to prove afterward if you have not received written confirmation.) A message via letter is always considered sent in an appropriate manner.
- The company “bears the risk” for the message. This means that if you have sent the message in the aforementioned ways, it is considered to have reached the company regardless of whether it is distorted, delayed, or does not reach the operator. However, you must be able to prove that you sent the message and when if the provider claims it did not arrive. Therefore, it is important to communicate in writing and save a copy. Important messages sent by letter may be good to send by registered mail.
- You are responsible for ensuring that the provider understands the intent of your message. If the provider misunderstands your intent, it does not matter that you sent a message to the provider in a correct way. Therefore, be clear that you want to complain/file a complaint.
Checklist for making a complaint
You can also download a template in Word format here.