Fault or disruption of a fibre connection
Frequently asked questions
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...
The provider has sent an invoice for sending out a technician – are they allowed to do that?
If you have reported a fault and it turns out to be due to something on your part, for example, if there is a fault with your private equipment, the operator may charge you for sending out a technician. To have the right to charge you such a cost, the operator should inform you of...
How do I troubleshoot my subscription if it’s not working?
Primarily, you can contact your service provider or the provider of your fiber connection to check if there are any known operational disruptions or planned outages affecting your access to the internet or calls. For TV broadcasts over the terrestrial network, you can check with Teracom. If there are no known operational disruptions, the operator...
Which contract terms have previously been considered unfair?
Examples from the Market Court (now the Patent and Market Court, PMD) Contract terms that are unfair to consumers may be prohibited by the Patent and Market Court. PMD has, among other things, judged the following terms as unfair: Requirement for written termination of contract Limitation of the consumer’s right to compensation Company’s requirement that...
What applies if a contract term is interpreted in different ways?
If a contract term designed by the operator is unclear and you and the operator have different opinions on how the term should be interpreted, your interpretation may take precedence according to the so-called “ambiguity rule.” This means that ambiguities in a contract term are interpreted in a way that is most favorable to the...
What can I receive damage compensation for?
The supplier’s liability for delay or error in installation normally covers all financial damage that you can prove you have incurred. However, a limitation applies to damages that appear so unusual, or unlikely, as consequences of the breach of contract that the supplier could not reasonably have foreseen them. The liability for damages due to...
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