Contract disputes

How to handle problems with broadband subscriptions?

When you obtain a broadband subscription, a subscription contract is made between you and the telecom operator. This contract determines e.g. the delivery time and the quality of the service. The contract creates a basis for solving eventual problems and disputes with your telecom operator.

A subscription contract determines the broadband service you have bought, and the rights and obligations of the contract parties. The set of contracts concerning the service typically consists of a contract form to be signed and standard conditions of the telecom operator's consumer services.

The written contract with the telecom operator must always include

• the quality and characteristics of the provided services;
• the delivery time of the service, e.g. a broadband subscription.
  

An assessment of the compensation right is made on the basis of the information entered into the contract in case the delivery is late or there are faults or disturbance in the service.

Delay in broadband subscription delivery

If the telecom operator is responsible for the delay in the delivery time of your broadband subscription, you may make a claim for compensation to the telecom operator. Notify of the delay of your subscription as soon as possible.

You do not have to pay for the telecom operator's services until the connection is at your disposal. Once the service has been connected, pay the bill except for the share that is needed for the collateral of the compensation based on the delay.

You may be entitled to at least 15 euros for each week of delay. However, the maximum compensation can be no more than 120 euros.

If you have suffered damage that is worth more than the standard compensation, you may also be entitled to compensation for damage. Also, a material breach of contract gives the right to cancel the contract immediately.

You will not be entitled to compensation if the telecom operator can prove that the delay is due to force majeure.

Error in broadband services and service disruptions

You are entitled to compensation from the telecom operator, if the broadband service's quality does not correspond to

• service conditions;
• information provided at the time the service was sold.
  

Notify the telecom operator of any faults or problems in the service.

The service error to be compensated may, for example, be a long service disruption, which is not caused by the exceptions referred to in the contract, such as network and other maintenance work.

Also, internet connection speeds that are clearly slower than agreed may be categorised as service errors. An error in communications services is not

• temporary variation in speed of minor importance;
• caused by the terminal device or other matter that the user is responsible for.
  

Customers have the right to demand the telecom operator to correct any problems and faults in the broadband service. If the error cannot be corrected, you are entitled to a price reduction or compensation.

For service disruptions, the standard compensation is at least 15 euros for each week of interruption. However, the maximum compensation can be no more than 120 euros.

You are also entitled to compensation for the damage you have suffered. Compensation is paid for loss of income and other indirect damages only if the error is due to negligence from the telecom operator. An obvious breach of contract gives the right to cancel the contract immediately.