Question 1

Is it a fault in a mobile service if I have no coverage?

Accepted Answer

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 in the mobile network. If there are no known faults, the operator's support can help you troubleshoot. However, be aware that if the operator needs to send out a technician, you may have to pay for this if the fault lies in your own router, TV box, or computer, for example.

Example:

In ARN 2017-06142, the problem seemed to be in the consumer's computer and not in the broadband service.
But in ARN 2010-9307, the problem was in the broadband service and therefore it was a fault in the service.

Our guidance only covers subscriptions but not products such as mobile phones and routers. If you are looking for information about faults in products, you should contact the Consumer Agency's information service.

Question 2

How do I complain?

Accepted Answer

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 in the mobile network. If there are no known faults, the operator's support can help you troubleshoot. However, be aware that if the operator needs to send out a technician, you may have to pay for this if the fault lies in your own router, TV box, or computer, for example.

Example:

In ARN 2017-06142, the problem seemed to be in the consumer's computer and not in the broadband service.
But in ARN 2010-9307, the problem was in the broadband service and therefore it was a fault in the service.

Our guidance only covers subscriptions but not products such as mobile phones and routers. If you are looking for information about faults in products, you should contact the Consumer Agency's information service.

Question 3

What can I do if I’ve received a business subscription even though I’m a private individual?

Accepted Answer

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 in the mobile network. If there are no known faults, the operator's support can help you troubleshoot. However, be aware that if the operator needs to send out a technician, you may have to pay for this if the fault lies in your own router, TV box, or computer, for example.

Example:

In ARN 2017-06142, the problem seemed to be in the consumer's computer and not in the broadband service.
But in ARN 2010-9307, the problem was in the broadband service and therefore it was a fault in the service.

Our guidance only covers subscriptions but not products such as mobile phones and routers. If you are looking for information about faults in products, you should contact the Consumer Agency's information service.

Question 4

The salesperson promised I would have coverage, but I don’t. What applies?

Accepted Answer

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 in the mobile network. If there are no known faults, the operator's support can help you troubleshoot. However, be aware that if the operator needs to send out a technician, you may have to pay for this if the fault lies in your own router, TV box, or computer, for example.

Example:

In ARN 2017-06142, the problem seemed to be in the consumer's computer and not in the broadband service.
But in ARN 2010-9307, the problem was in the broadband service and therefore it was a fault in the service.

Our guidance only covers subscriptions but not products such as mobile phones and routers. If you are looking for information about faults in products, you should contact the Consumer Agency's information service.

Question 5

How do I troubleshoot a service or hardware?

Accepted Answer

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 in the mobile network. If there are no known faults, the operator's support can help you troubleshoot. However, be aware that if the operator needs to send out a technician, you may have to pay for this if the fault lies in your own router, TV box, or computer, for example.

Example:

In ARN 2017-06142, the problem seemed to be in the consumer's computer and not in the broadband service.
But in ARN 2010-9307, the problem was in the broadband service and therefore it was a fault in the service.

Our guidance only covers subscriptions but not products such as mobile phones and routers. If you are looking for information about faults in products, you should contact the Consumer Agency's information service.

Question 6

How long can it take before a fault is resolved?

Accepted Answer

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 in the mobile network. If there are no known faults, the operator's support can help you troubleshoot. However, be aware that if the operator needs to send out a technician, you may have to pay for this if the fault lies in your own router, TV box, or computer, for example.

Example:

In ARN 2017-06142, the problem seemed to be in the consumer's computer and not in the broadband service.
But in ARN 2010-9307, the problem was in the broadband service and therefore it was a fault in the service.

Our guidance only covers subscriptions but not products such as mobile phones and routers. If you are looking for information about faults in products, you should contact the Consumer Agency's information service.

Fault or disruption on a mobile service

Frequently asked questions

Fault or disruption on a mobile service