Does your subscription function the way it should and do you know your rights to telephone and broadband subscriptions? FICORA's guidelines for problem situations

Published 02.02.2015

FICORA has issued guidelines concerning the most general problem situations in the functionality and availability of telephone and broadband subscriptions. In addition, FICORA has published sign language videos on the right of the hearing and speech impaired to text message services and to internet access enabling video calls. Also, brand new brochures related to everyone's right to a telephone and broadband subscription is available on FICORA's website.

In Finland, consumers and businesses are entitled to obtain a reasonably priced and functioning telephone subscription and 1 Mbps broadband subscription to their place of residence or place of business. This is called a universal service. The right does not concern summer houses. A functioning service may sometimes require that the user has to acquire an extra antenna and a GSM desk phone.

In addition, persons with hearing and speech impairment are entitled to text message services and to internet access enabling video calls. FICORA has published on its website sign language videos related to these subjects.

Use the search engine to check if an operator has been designated in your municipality to provide universal service

FICORA secures the right of users by designating an operator to provide universal services in the areas where the supply would otherwise be insufficient.

If you have difficulties in obtaining a functioning telephone or broadband subscription, you should do as follows:

  • Use FICORA's search engine to check if FICORA has designated in your municipality an operator, i.e. a universal service provider, obligated to provide universal telephone and broadband services.
  • Contact the customer service of the designated operator to ask for an offer of universal telephone and broadband services. You can use FICORA's form for invitation to tender (in Finnish) for submitting an invitation of tender.

"If customers do not get, despite the invitation, a subscription from the universal service provider in their municipality, it is recommended to contact FICORA. We should also be contacted in situations where a subscription cannot be obtained in an area without a designated universal service provider", advises Merja Saari, Head of the Consumer Protection group.

Further information available on FICORA's website:

Guidelines on the most general problem situations in the functionality and availability of telephone and broadband subscriptions 

Sign language video on text message services (in Finnish)

Sign language video on internet access (in Finnish)

Brochure: Everyone is entitled to a telephone subscription [pdf, 254 KB]

Brochure: Everyone is entitled to 1 Mbps broadband [pdf, 222 KB]

Further information:

Merja Saari, Head of the Consumer Protection group, tel. +358 295 390 541

Anna Saarela, Legal Counsel, tel. +358 295 390 598


Key words: Internet , Telephone , Broadband , Land-line phone , Mobile broadband , Mobile phone , Universal service , News

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