Subscriber connection agreement | Traficom
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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. 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.

Traficom's opinion describes how Traficom assesses telecommunications operators’ method of indicating the data transfer speed of internet access services in contracts. The method must be in accordance with the EU Regulation and fair to the consumer.

The opinion is based on the EU Regulation on net neutrality and the Act on Electronic Communications Services.

The EU Regulation contains different requirements for defining speed for fixed and mobile broadband connections. A contract must include at least the following facts on the speed:

  • minimum, normally available and maximum speed in the case of fixed broadband
  • estimated maximum speed in the case of mobile broadband
  • advertised speed.

It is stated in the opinion that the specified minimum speed of fixed broadband must be at least 70% of the maximum speed when the maximum speed is not more than 100 Mbit/s. The maximum speed of a fixed connection must be such that the user can expect to receive it at least some of the time.

The normally available speed specified for fixed broadband must be in fair and reasonable proportion to the maximum speed. The availability of the normally available speed during a specified period must be indicated in the contract. Traficom recommends the normally available speed of connections with a maximum speed of 100 Mbit/s to be specified as 90% of the maximum speed so that it is achieved 90% of the time during each four-hour period.

The estimated maximum speed of mobile broadband must be possible to be realistically achieved in actual usage conditions. Therefore, the maximum speed specified for the connection cannot be the theoretical maximum speed of the subscription. The maximum speed may not be lower than the advertised speed of the connection.

This opinion replaces the Traficom's opinion on indicating data transfer rate variation issued in 2011.

See opinion

222/2020Valid from: 12/07/2020

You can enter into a fixed-term subscriber connection agreement or the agreement can be agreed to be valid until further notice. For example, agreements made in connection with so-called tie-in sales are typically made for a fixed term of two years.

You may give notice of termination of your agreement orally or in writing. Users must wait at least two weeks before they can terminate an agreement that is valid until further notice. The operator must send the user a written confirmation of the termination notice.

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. 

The agreement terms of the subscription can only be amended if there is a lawful reason for the change. Different rules apply to fixed-term agreements and agreements that are valid until further notice.

The operator is not allowed to amend the terms of a fixed-term agreement during the agreement period to the detriment of the consumer. However, the terms can be amended due to amendments to the law or due to decisions made by government authorities.

The operator is also allowed to amend the terms of an agreement valid until further notice to the detriment of the consumer, but only in the following cases:

  1. On grounds specified in the agreement terms, if the content of the agreement does not essentially change as a whole.
  2. On the basis of a change in legislation or a decision by the authorities.

In addition, the operator is allowed to make minor amendments to the agreement terms, provided they have no effect on the main content of the agreement.

The operator must notify the consumer of any change in the agreement terms and the content of the amended terms no later than one month before the amended terms enter into force. If the operator gives notification that it is amending the agreement terms to the detriment of the user, the customer has the right to terminate the agreement with immediate effect.

You can usually keep your old telephone number, even if you change your operator or address. More information on telephone number portability is available on the page Number portability.

By means of different barring functions, you can control your costs. The operator provides different barring services for the telephone subscription. You can choose the premium rate services to which making calls or sending text messages is barred. If you wish, you can also bar calls to international numbers from your subscription.

There is no charge for the subscriber for subscribing to call and text message barring services. Instead, the operators can charge for unsubscribing to call barring services.

Also, usage and balance limit help you to avoid oversize bills and possible misuse of your phone.

Only a person of age (18 in Finland) may enter into a subscriber connection agreement. For broadband and telephone subscriptions, it is, however, possible to set a user who is not necessarily the same as the person who has entered into the agreement. The guardian of a person under 18 years can enter into a subscriber connection agreement and determine his/her child as the actual user of the subscription. In these situations, the person who has entered into the agreement is responsible for the obligations related to the agreement. Therefore, it is recommended to consider having barring services in the subscriptions used by minors.

The operator is obliged to send free of charge an itemised invoice to the person who has entered into an agreement on a telephone subscription. On the request of the person who has entered into the agreement or the actual subscription user, the operator must also send a more detailed connection-specific itemisation. The person who makes the agreement has the right to obtain a connection-specific itemisation in a form where the three last digits of the phone numbers are obscured. On request, the subscription user can obtain a connection-specific itemisation in a form where the phone number can be seen in its entirety in the invoice.

If the subscription user is under 15 years, the guardian has the right of action in matters related to itemised invoices.

More information is available on the page Itemised phone bills

Telemarketing of mobile phone subscriptions to consumers is prohibited if the consumer has not separately requested it. The prohibition does not apply to the operator's marketing to its own mobile phone customers.

Other services, such as fixed telephone subscriptions or broadband services, can be marketed normally.

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

You may be entitled to a compensation of at least 20 euros for each week of delay. However, the maximum compensation is no more than 160 euros. If you have suffered damage that is worth more than 160 euros, you may also be entitled to compensation for the damage. An obvious and essential breach of contract entitles to immediate termination of the contract. You will not be entitled to compensation if the operator can prove that the delay is due to force majeure.

You do not have to pay for the use of your broadband or telephone subscription until the subscription is at your disposal. Once the service has been connected, you pay the invoice except for the share that has been charged for the time when the subscription has not yet been at your disposal.

More information can be found on the web page of the Finnish Competition and Consumer Authority

Where do I get help?

You can contact Consumer Advice 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.

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.

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