Guidelines on problems in the functionality and availability of telephone and broadband subscriptions

Is your internet connection slow and calls keep breaking up? Is your connection not as good as promised? Below you will find advice and tips on how to solve the most common problems.

Read me first

Have you contacted your operator's customer service? If you encounter problems, contact your own operator first. They can, for example, help you with your terminal device or advise you how to improve the quality of your connection.

If the quality of your connection is not as promised by your operator, there may be a defect in the delivery of the communications service. Traficom does not handle any issues concerning the contractual relationship between the operator and the customer, or compensations.

The Consumer Advisory Services (External link) can help you if there is a disagreement between you and your operator. You can also use the Complaint Assistant (External link) of the Consumer Advisory Services.

 

My mobile phone connection does not work indoors

Follow the steps below:

 

My mobile phone or mobile internet (e.g. USB modem) does not work outdoors or outside urban areas

The mobile network coverage depends on the location and density of base stations in the area. Check the coverage map on your operator's website to see the coverage in your area (information in Finnish). 

DNA, Coverage (External link) 
Elisa, Coverage (External link)  (External link)
Sonera, Coverage (External link)

Operators are not obliged to provide a nationwide service area but we still recommend you to inform them of any coverage problems.

 

My mobile internet (e.g. USB modem) does not work indoors

Follow the steps below:

  • Always contact your own operator for advice first.
  • Read the guidelines on improving reception . In most cases, you can get a broadband connection of sufficient quality by connecting the mobile router to an outdoor antenna that is directed correctly.
  • If the quality of your connection is not as promised by your operator, there may be a defect in the delivery of the communications service. Traficom does not handle any issues concerning the contractual relationship between the operator and the customer, or compensations.
  • The Consumer Advisory Services (External link) can help you if there is a disagreement between you and your operator.
  • The Complaint Assistant (External link) can help you draw up a complaint, if necessary.
  • Learn more about your right to basic communications services .

 

My fixed internet connection is slow and unreliable

Follow the steps below:

 

My connection stopped working altogether

Contact your own operator. A broadband connection can be down because of a temporary disturbance in the network. 

The operator can also disconnect the connection for information security reasons if the operator notices that it sends malicious traffic to the network. Once the malicious program is removed from the terminal device, the operator can restore the connection. 

See also Disturbances in communications networks and services . 

 

I cannot get the subscription that I want (e.g. speed or technology) from the operator

You have the right to access basic communications services, or universal services, at a reasonable quality and an affordable price at your home or place of business. Universal services include a fixed or wireless telephone connection and a 2 Mbps basic broadband connection. Faster connections are provided on a commercial basis and Traficom cannot oblige operators to provide a faster connection.

The operator can choose the technological solution for implementing the telephone connection or 2 Mbps internet connection within the universal service (fixed or mobile network).

This means that even though you have the right to basic communications services, or universal services, you cannot demand, for example, a mobile phone subscription instead of a fixed one or a fixed broadband access instead of a mobile one. Learn more about your right to basic communications services .

 

I have tried to get a subscription from several operators in my area but they have not offered me any kind of subscription

If you have tried to get a subscription from operators in your area but despite your request, they have not provided you a telephone connection or a 2 Mbps basic broadband connection at your home or place of business, learn about your right to basic communications services .