Question 1

What might I have to pay if I cancel my fibre connection?

Accepted Answer

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 activated when it should be, you should contact your broadband operator and inform them that your service has not started;
They will request that the service blocking your port be shut down;
The operator that blocked the network will be notified that the service has been shut down;
You, who previously lived at the address, will then receive a message from your operator that they have shut down your services. If the shutdown is incorrect, you have 14 days to dispute the shutdown by informing your operator that you are still using the service. Your service will then be reactivated and the new one shut down;
You, as the new resident at the address, will in such a case receive information from your operator that a reactivation of the previous service has occurred and that you have the option to exercise your right of withdrawal.

If you, who previously lived at the address, do not dispute the shutdown within the specified time, you will receive confirmation that your service has been deactivated and the new resident at the address can use their service according to the agreement with their operator. Note that your ability to terminate your service in connection with the shutdown depends on what is stated in your agreement regarding binding period and notice period. If your operator, against all odds, does not manage to resolve the blockage, you can, if your operator is part of Telekområdgivarna, contact us for help.

Since a blocked port can cause major problems for those who cannot connect their new service and are then without internet connection, Telekområdgivarna, in collaboration with some of our financiers, has developed a process for how blockages should be handled.

This process is aimed at ensuring that you, as a new resident, only need to contact one operator – your own – if the connection does not work.

Note! It is voluntary for the operator in question to use the unblocking process. However, Telekområdgivarna recommends that the process be used if possible in case of blockage problems in the operator's network, unless the operator already uses a functioning solution that ensures the consumer is not bounced around between different actors.

I am an operator who wants to know more, where can I find the process?

Here you can find the unblocking process in its entirety as well as a process description.

Question 2

Is the provider allowed to charge an invoice fee?

Accepted Answer

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 activated when it should be, you should contact your broadband operator and inform them that your service has not started;
They will request that the service blocking your port be shut down;
The operator that blocked the network will be notified that the service has been shut down;
You, who previously lived at the address, will then receive a message from your operator that they have shut down your services. If the shutdown is incorrect, you have 14 days to dispute the shutdown by informing your operator that you are still using the service. Your service will then be reactivated and the new one shut down;
You, as the new resident at the address, will in such a case receive information from your operator that a reactivation of the previous service has occurred and that you have the option to exercise your right of withdrawal.

If you, who previously lived at the address, do not dispute the shutdown within the specified time, you will receive confirmation that your service has been deactivated and the new resident at the address can use their service according to the agreement with their operator. Note that your ability to terminate your service in connection with the shutdown depends on what is stated in your agreement regarding binding period and notice period. If your operator, against all odds, does not manage to resolve the blockage, you can, if your operator is part of Telekområdgivarna, contact us for help.

Since a blocked port can cause major problems for those who cannot connect their new service and are then without internet connection, Telekområdgivarna, in collaboration with some of our financiers, has developed a process for how blockages should be handled.

This process is aimed at ensuring that you, as a new resident, only need to contact one operator – your own – if the connection does not work.

Note! It is voluntary for the operator in question to use the unblocking process. However, Telekområdgivarna recommends that the process be used if possible in case of blockage problems in the operator's network, unless the operator already uses a functioning solution that ensures the consumer is not bounced around between different actors.

I am an operator who wants to know more, where can I find the process?

Here you can find the unblocking process in its entirety as well as a process description.

Question 3

I’ve bought a property and now the provider wants me to pay for the connection even though it was ordered by the previous owner. Do I have to pay?

Accepted Answer

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 activated when it should be, you should contact your broadband operator and inform them that your service has not started;
They will request that the service blocking your port be shut down;
The operator that blocked the network will be notified that the service has been shut down;
You, who previously lived at the address, will then receive a message from your operator that they have shut down your services. If the shutdown is incorrect, you have 14 days to dispute the shutdown by informing your operator that you are still using the service. Your service will then be reactivated and the new one shut down;
You, as the new resident at the address, will in such a case receive information from your operator that a reactivation of the previous service has occurred and that you have the option to exercise your right of withdrawal.

If you, who previously lived at the address, do not dispute the shutdown within the specified time, you will receive confirmation that your service has been deactivated and the new resident at the address can use their service according to the agreement with their operator. Note that your ability to terminate your service in connection with the shutdown depends on what is stated in your agreement regarding binding period and notice period. If your operator, against all odds, does not manage to resolve the blockage, you can, if your operator is part of Telekområdgivarna, contact us for help.

Since a blocked port can cause major problems for those who cannot connect their new service and are then without internet connection, Telekområdgivarna, in collaboration with some of our financiers, has developed a process for how blockages should be handled.

This process is aimed at ensuring that you, as a new resident, only need to contact one operator – your own – if the connection does not work.

Note! It is voluntary for the operator in question to use the unblocking process. However, Telekområdgivarna recommends that the process be used if possible in case of blockage problems in the operator's network, unless the operator already uses a functioning solution that ensures the consumer is not bounced around between different actors.

I am an operator who wants to know more, where can I find the process?

Here you can find the unblocking process in its entirety as well as a process description.

Question 4

Why doesn’t my fibre work after moving into a new home, and the provider says the port is blocked?

Accepted Answer

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 activated when it should be, you should contact your broadband operator and inform them that your service has not started;
They will request that the service blocking your port be shut down;
The operator that blocked the network will be notified that the service has been shut down;
You, who previously lived at the address, will then receive a message from your operator that they have shut down your services. If the shutdown is incorrect, you have 14 days to dispute the shutdown by informing your operator that you are still using the service. Your service will then be reactivated and the new one shut down;
You, as the new resident at the address, will in such a case receive information from your operator that a reactivation of the previous service has occurred and that you have the option to exercise your right of withdrawal.

If you, who previously lived at the address, do not dispute the shutdown within the specified time, you will receive confirmation that your service has been deactivated and the new resident at the address can use their service according to the agreement with their operator. Note that your ability to terminate your service in connection with the shutdown depends on what is stated in your agreement regarding binding period and notice period. If your operator, against all odds, does not manage to resolve the blockage, you can, if your operator is part of Telekområdgivarna, contact us for help.

Since a blocked port can cause major problems for those who cannot connect their new service and are then without internet connection, Telekområdgivarna, in collaboration with some of our financiers, has developed a process for how blockages should be handled.

This process is aimed at ensuring that you, as a new resident, only need to contact one operator – your own – if the connection does not work.

Note! It is voluntary for the operator in question to use the unblocking process. However, Telekområdgivarna recommends that the process be used if possible in case of blockage problems in the operator's network, unless the operator already uses a functioning solution that ensures the consumer is not bounced around between different actors.

I am an operator who wants to know more, where can I find the process?

Here you can find the unblocking process in its entirety as well as a process description.

Question 5

Do I have to pay an invoice fee?

Accepted Answer

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 activated when it should be, you should contact your broadband operator and inform them that your service has not started;
They will request that the service blocking your port be shut down;
The operator that blocked the network will be notified that the service has been shut down;
You, who previously lived at the address, will then receive a message from your operator that they have shut down your services. If the shutdown is incorrect, you have 14 days to dispute the shutdown by informing your operator that you are still using the service. Your service will then be reactivated and the new one shut down;
You, as the new resident at the address, will in such a case receive information from your operator that a reactivation of the previous service has occurred and that you have the option to exercise your right of withdrawal.

If you, who previously lived at the address, do not dispute the shutdown within the specified time, you will receive confirmation that your service has been deactivated and the new resident at the address can use their service according to the agreement with their operator. Note that your ability to terminate your service in connection with the shutdown depends on what is stated in your agreement regarding binding period and notice period. If your operator, against all odds, does not manage to resolve the blockage, you can, if your operator is part of Telekområdgivarna, contact us for help.

Since a blocked port can cause major problems for those who cannot connect their new service and are then without internet connection, Telekområdgivarna, in collaboration with some of our financiers, has developed a process for how blockages should be handled.

This process is aimed at ensuring that you, as a new resident, only need to contact one operator – your own – if the connection does not work.

Note! It is voluntary for the operator in question to use the unblocking process. However, Telekområdgivarna recommends that the process be used if possible in case of blockage problems in the operator's network, unless the operator already uses a functioning solution that ensures the consumer is not bounced around between different actors.

I am an operator who wants to know more, where can I find the process?

Here you can find the unblocking process in its entirety as well as a process description.

Question 6

The provider has sent an invoice for sending out a technician – are they allowed to do that?

Accepted Answer

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 activated when it should be, you should contact your broadband operator and inform them that your service has not started;
They will request that the service blocking your port be shut down;
The operator that blocked the network will be notified that the service has been shut down;
You, who previously lived at the address, will then receive a message from your operator that they have shut down your services. If the shutdown is incorrect, you have 14 days to dispute the shutdown by informing your operator that you are still using the service. Your service will then be reactivated and the new one shut down;
You, as the new resident at the address, will in such a case receive information from your operator that a reactivation of the previous service has occurred and that you have the option to exercise your right of withdrawal.

If you, who previously lived at the address, do not dispute the shutdown within the specified time, you will receive confirmation that your service has been deactivated and the new resident at the address can use their service according to the agreement with their operator. Note that your ability to terminate your service in connection with the shutdown depends on what is stated in your agreement regarding binding period and notice period. If your operator, against all odds, does not manage to resolve the blockage, you can, if your operator is part of Telekområdgivarna, contact us for help.

Since a blocked port can cause major problems for those who cannot connect their new service and are then without internet connection, Telekområdgivarna, in collaboration with some of our financiers, has developed a process for how blockages should be handled.

This process is aimed at ensuring that you, as a new resident, only need to contact one operator – your own – if the connection does not work.

Note! It is voluntary for the operator in question to use the unblocking process. However, Telekområdgivarna recommends that the process be used if possible in case of blockage problems in the operator's network, unless the operator already uses a functioning solution that ensures the consumer is not bounced around between different actors.

I am an operator who wants to know more, where can I find the process?

Here you can find the unblocking process in its entirety as well as a process description.

Fibre connection

Frequently asked questions

Fibre installation

General information on fibre connection

Signing a new contract for fibre connection

Payment of a fibre connection

Fault or disruption of a fibre connection

Change or terminate a contract on fibre connection