Fault or disruptions on a fixed service
Frequently asked questions
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...
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...
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...
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...
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...
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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