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What issues can I complain about?

If you discover that something is wrong, you should complain as soon as possible to the operator. You can complain about your service, a product, a bill, or that you are not getting what was agreed upon. If the operator’s customer service cannot resolve the issue and if you do not agree, we recommend that you send a written complaint to the operator.

Page summary

If you notice that something is wrong with a service, product, or bill, you should contact your operator directly and see if you can find a solution. If there is something wrong with your service, it is important to complain as soon as possible because it can affect your right to, for example, a price reduction or compensation. You can complain verbally or in writing, but written complaints prove that you have complained and when, which may be needed to get your rights. Always keep a copy of your complaint.

Service Error

If you feel that your service is not working as it should, you should first contact the service provider and report it. You always have the right to contact the company you pay for the service, regardless of whether you entered into an agreement with a reseller. You can also complain if you were promised something by a seller that you then do not receive, or do not receive what was agreed upon.

Error on a Bill

If you believe a bill is incorrect, you should notify the operator as soon as possible. You can dispute the bill and file a complaint with the operator in the same way as with other types of errors and always keep a copy. You can dispute the entire bill or the part that is incorrect. You can also ask the operator to conduct a technical investigation of your connection to determine if there has been an error in the company’s billing or invoicing system.

As a subscriber, you are normally responsible for all calls and data traffic made from your subscription, even if someone other than yourself, such as your minor child, has called, sent texts, or surfed.

Delivery Delay

If the operator does not deliver the service within the agreed time, and the delay is not due to any condition on your part, the operator is considered to be “in delay” and you should then complain to the operator immediately. Normally, your contract states the applicable delivery time. If no delivery time has been agreed upon, the operator is considered delayed if the service is not delivered within a reasonable time – reasonable – considering what is normal for a service of the same type and scope. Reasonable time can therefore vary from case to case. If you have received an oral promise of a certain delivery time from a seller, it is binding. But you may need to be able to prove that you received the promise if a dispute arises about this.

Frequently asked questions

Is it a fault in a mobile service if I have no coverage?
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...
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Is there a fault with my fixed broadband if the speed is low?
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...
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How do I complain?
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...
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What can I do if I’ve received a business subscription even though I’m a private individual?
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...
To page "What can I do if I’ve received a business subscription even though I’m a private individual?"
The salesperson promised I would have coverage, but I don’t. What applies?
Even if a seller verbally promised you coverage in a specific location, such as where you live, it may be difficult for you to prove it if a dispute arises. Therefore, it is best if you get the promise in writing or have it recorded when you enter into an agreement over the phone. If...
To page "The salesperson promised I would have coverage, but I don’t. What applies?"
Can I cancel the contract due to changes in the channel offering?
If you have a contract with a binding period, you should first check what is stated in your contract. Look for text that deals with changes in channel and program offerings. There are mainly three things that are important for canceling a contract: The operator must be able to show that there is a valid...
To page "Can I cancel the contract due to changes in the channel offering?"
Why doesn’t my fibre work after moving into a new home, and the provider says the port is blocked?
When you order a new service, your operator can sometimes see if another service is blocking the network already at the time of the agreement. You may then be asked if the service belongs to someone else and if it should be shut down when your new service is activated; If your service is not...
To page "Why doesn’t my fibre work after moving into a new home, and the provider says the port is blocked?"
How do I troubleshoot a service or hardware?
Depending on whether the fault lies in the service or the hardware, there are different ways to troubleshoot. Contact your operator for support if you have disruptions with your broadband or telephony. They can inform you if there are disruptions causing the internet to be down or if there are other known interruptions or disturbances...
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How long can it take before a fault is resolved?
The operator is obliged to rectify a fault within a “reasonable time” from the day you reported the fault to the operator. Consideration should be given to your need for a functioning service. The operator is essentially obliged to immediately address the problem after you complain, and reasonable time is calculated based on what is...
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What are my rights in case of faults or service interruptions?
If there is a fault in your service, you may be entitled to several different things. Also, see what rights you have according to your agreement. You may have the right to: Demand that the fault be rectified, if it does not entail unreasonable cost or inconvenience for the operator. This should be done at...
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