Subscriber connection agreement

When you purchase a broadband or telephone subscription, a subscriber connection agreement is made between you and the telecommunications operator. The agreement determines the rights and obligations of the agreement parties, e.g. the delivery time, quality and features of the subscription.

The operator must make the subscriber connection agreement with the customer in writing. The written agreement can also be made electronically. Typically, the set of agreements consists of, at least, a contact form to be signed and standard conditions of the operator's consumer services.

The subscriber connection agreement determines, for instance, the following details concerning the telephone or broadband subscription to be purchased:

  • delivery time
  • quality and features (such as the data transfer rate of broadband)
  • other rights and obligations of the agreement parties.

The minimum content of the subscriber connection agreement are specified in section 108 of the Information Society Code (External link). Furthermore, the EU Open Internet Regulation contains minimum content requirements for broadband agreements. The agreement should be read carefully in advance because possible subscription-related disputes between the customer and the operator are primarily solved on the basis of the information entered into the agreement. The operator's liability is also assessed on the basis of the agreement in case the delivery of the telephone or broadband subscription is delayed or there are faults or disturbances in the service.

With regard to broadband subscriptions, one of the most important matters determined in the agreement is the connection speed. In its opinion regarding the reasonable method of indicating the connection speed of internet access service, Traficom has specified how the speed should be indicated in the agreement.

Where do I get help?

You can contact Consumer Advice (External link) and ask for advice and help for negations concerning the contract relationship between the operator and the customer or compensations. If necessary, you may take the dispute to the Consumer Disputes Board (External link).

Traficom does not handle any issues concerning the contract relationship between the operator and the customer or compensations. In other matters, you can contact Traficom via the contact forms .