Optical fibre subscriptions
This page provides key guidance on situations related to delays in the construction of an optical fibre, cancellation of contracts, and damage caused by excavation work for fiber networks.
Cancellation of the contract and termination fees
Your right to cancel an optical fiber subscription and avoid a possible termination fee depends on how the contract was concluded and on the stage of the optical fiber construction.
Right of withdrawal in door‑to‑door and distance sales
You usually have a 14‑day right of withdrawal if the optical fiber subscription was concluded through
- door‑to‑door sales (the salesperson visits your home), or
- distance sales (for example online or by phone).
The withdrawal period starts on the day the service contract is concluded.
Read more:
Right of withdrawal in door‑to‑door sales
Right of withdrawal in online purchases
Right of withdrawal in telephone sales
Other ways to terminate the contract
If you do not have a right of withdrawal related to door‑to‑door or distance sales and wish to cancel the contract, you should take into account a possible termination fee.
If a delay or another justified reason does not give you the right to terminate the contract free of charge, the company may charge a termination fee. The amount depends on whether a construction decision has been made.
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If you cancel the contract before the construction decision, the company may charge only
- reasonable order handling costs, and
- other direct costs directly related to receiving the order
(for example processing order details or preparing documents).
The company may not include in the termination fee
- regional planning or sales costs,
- other costs incurred regardless of the individual order.
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If the company does not make a construction decision by the agreed deadline,
- you may cancel the contract free of charge,
- the cancellation usually does not take place automatically; you must notify the company yourself.
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After the construction decision, the company may charge reasonable compensation for costs incurred or lost income. The amount may be affected by
- actual costs arising from preparations for construction,
- lost income related to your connection, such as the connection fee or usage fees.
If the connection is almost ready for use, the termination fee may be close to the full price of the contract.
Adjustment of the termination fee
You may request that the termination fee be reduced if it is unreasonable in view of your changed life situation.
Grounds for adjustment may include, for example,
- divorce,
- unemployment,
- another significant and unexpected change in your life situation that you could not influence yourself.
Delay in construction
If the construction of the optical fibre connection is delayed, you have the right in certain situations to claim compensation or to terminate the contract.
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You may claim compensation for additional costs caused by the delay, such as
- the difference between the price of a replacement internet connection and the agreed fiber connection.
If the contract also includes an internet connection,
- you may claim delay compensation of EUR 20 for each started week of delay, up to a maximum of EUR 160.
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You may usually terminate the contract free of charge if the construction of the optical fiber connection is significantly delayed compared with the agreed schedule.
However, the company may charge a reasonable termination fee if
- you request termination when the work is already almost completed, or
- the delay is minor and does not substantially affect the use of the service.
Damage caused by excavation work
Excavation work related to fiber construction may damage a yard or other property. The company must
- repair the damage it has caused, or
- compensate for the damage if it cannot be repaired.
Also check the contract terms, as the company’s responsibilities may be specified there.
The damage may include, for example,
- a damaged yard or paving,
- damaged lawn,
- damaged planting areas,
- other damage to property.
If the damage concerns a neighbour’s plot or other third‑party property, the matter is usually governed by general tort law. In such cases, assistance may be available from a legal aid office, for example.
Broadband speed problems
There is a defect in your connection, for example, if
- the broadband speed does not correspond to what was agreed, or
- the quality of the service differs from what was stated in marketing.
More information on defects and compensation is available on the page:
Defect in the connection
Sale of the property and the optical fiber contract
The optical fibre contract does not automatically end even if you sell your property.
You remain responsible for the payments under the contract until
- the contract ends, or
- the contract has been transferred to the new owner.
What should you do?
- Agree with the new owner that the contract will be transferred to them.
- Contact the company and ask how the transfer is carried out in practice. The transfer does not happen automatically.
Frequently asked questions
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The amount of the termination fee depends on the stage of the order:
- Before the construction decision: the company may charge only reasonable handling costs and other direct costs.
- After the construction decision: the company may charge reasonable compensation for actual costs or lost income. If the connection is almost ready, the fee may be close to the contract price.
Read more: Cancellation of the contract and termination fees
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If the construction is significantly delayed, you may
- claim compensation from the company for additional costs caused by the delay,
- demand termination of the contract.
If the contract includes an internet connection and its activation is delayed, you may also claim delay compensation (EUR 20 per started week, up to EUR 160).
Read more: Delay in construction
How to submit a complaint
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If problems arise with your optical fiber subscription – for example construction delays, incorrect billing, or an unreasonable termination fee – always first contact the company with which you have the contract.
If you delay reporting the problem, you may lose your right to make claims later. Often the problem is resolved when you inform the service provider as soon as possible what is wrong.
If the service provider does not respond in the way you expect, submit a written complaint to the company in which you
- clearly describe the problem,
- state what you are demanding,
- attach any evidence, such as photographs, documents, or email messages.
The Complaint Assistant helps
You can use the Complaint Assistant to submit a complaint. It explains your rights and helps you assess what you can demand in your specific situation.
In the assistant, you can choose, for example, the following options:
- Delay in service work
- Unreasonable contract terms
- Unfounded invoice or debt collection
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If the company wishes to resolve the matter, aim to find a solution through negotiation.
Carefully consider whether the company’s proposal is acceptable. In disputes, there is often not only one correct solution.
Reaching an agreement is in most cases quicker and more economically sensible than a prolonged dispute.
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If the complaint and negotiations do not lead to a solution, you can ask for advice from consumer advisory services.
Consumer advisory services can only handle disputes between a consumer and a business.
They do not handle, for example,- disputes between a housing company and a company,
- compensation claims where the damage is not related to a contract with the company.
Handling your case in consumer advisory services usually also requires information on how the company has responded to your complaint.