Disturbances in communications networks and services

Telecoms operators must inform their customers of problems that may disturb mobile and other communications. Information on disturbances can be obtained from operators' websites and customer services.

The operators inform of disturbances on their websites and also via their customer service.

Operator must inform of disturbances

The operator must inform users of disturbances that affect the use of communications services and networks. The operators must also notify FICORA of severe disturbances.

The users must be informed e.g. of the

  • services affected by the disturbance
  • starting point of the disturbance
  • geographical effect of the disturbance
  • estimated time for the repair of the disturbance.

Disturbance notifications and maps can be found on the operators' websites.

FICORA Regulation 66 on disturbances in telecommunications services

What do I do in the event of disturbances?

If you suspect that there are disturbances in the network function, you should first check your operator's disturbance notifications either by visiting the operator's website or by calling to its customer service. If the operator has not informed of the disturbance, contact the operator and notify of the problem.

DNA (in Finnish)

Elisa (in Finnish)

Sonera (in Finnish)

FICORA's Monitori service provides information on severe and very severe disturbances in telephone, broadband, TV and radio connections reported to FICORA by telecoms operators.

Compensations for disturbances, errors and service disruptions

The quality of communications services is agreed on an agreement between the operator and the customer. If the quality does not correspond to what has been agreed, there is an error in the delivery of the service.

Guidelines and more information on errors in communications

FICORA will not handle any issues concerning the contract relationship between the operator and the customer or compensations. Advice and help for compensation negotiations can be requested form Consumer Advice. If necessary, you may take the dispute to the Consumer Disputes Board.

FICORA's operations in the event of disturbances

FICORA monitors significant disturbances in communications networks and services which of operators notify FICORA in an instructed manner. In addition, FICORA monitors that operators also inform of smaller disturbances on their websites. With regard to extensive and long-term disturbances, FICORA issues notices as well.

Typical disturbances and readiness in the event of them

Disturbances in communications network are typically caused by the

  • power supply of network devices
  • cable damages of connections, or
  • technical problems in the network

Most of the disturbances are quickly detected and repaired. With regard to very extensive disturbance or single cases, the effects of the disturbance can, however, be long-lasting. Extensive disturbances are prevented with precautionary arrangements related to network devices and connections. FICORA has defined the minimum requirements for communication on precautionary arrangements and disturbances in its regulations 54 and 66.

FICORA Regulation 54 on resilience of communications networks and services

FICORA Regulation 66 on disturbances in telecommunications services

Power failures

Short-term power failures have rarely effect on the functionality of communications networks because the base stations' batteries and the emergency power supply set arrangements of the equipment facilities guarantee the power supply. Due to the amount of work, the reparation of extensive damages in the electricity network, caused by natural phenomena, takes a long time. Therefore, the sufficiency of the communications network batteries and the precautionary arrangements can be put to the test.

Cable damages

Fixed network connections and base stations of the mobile network function in a centralised network to which they have been connected with cables. If a cable is damaged e.g. due to excavation work, an unverified access network connection is disconnected. Significant connections have been secured with a substitutable cable connection.

Technical problems

Examples of technical problems in the network are hardware malfunctions. Significant network devices must be secured with parallel or standby devices in order to reduce the effects on users. However, technical problems have occasionally effects on the customer's use of services.

Key words: Internet , Telephone , Faults and disturbances , Mobile phone , Networks , Speed

Updated 30.05.2016

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