A telephone or internet connection is considered to be defective if its quality fails to live up to what was agreed, or does not match the information provided in marketing. A slower than promised connection speed is a typical defect entitling the customer to compensation.
The connection speed is entered in the subscriber connection agreement. The connection must function at the data transfer rate variation stated in the agreement.
An agreement must include at least the following facts on the connection speed:
- minimum, normally available and maximum speed in the case of fixed broadband
- estimated maximum speed in the case of mobile broadband
- advertised connection speed.
The subscription speed can be tested with speedometers. For this purpose, several operators provide customers with a free speedometer on their website. Test results show whether the subscription corresponds to the promised speed.
If the speed of the connection does not correspond to what is stated in the subscriber connection agreement,
- contact your operator as soon as possible to demand that the defect be rectified. If rectifying the defect is not possible, you can request a price discount or cancellation of the contract.
- You should consider whether changing to another subscription provided another operator, would improve the situation.
In any case an ongoing subscription contract can be terminated at any time, to end after a 14-day period of notice. A fixed-term contract remains in force for the period agreed at the time of purchase, and in most cases, cannot be terminated until the contract term has expired, with the exception of cases where defective service constitutes grounds for cancellation of the contract, and in certain special cases.
Functional problems in a connection
Duration and termination of a subscription contract
Broadband speed (Finnish Communications Regulatory Authority)
Functionality of telephone and broadband subscriptions (Finnish Communications Regulatory Authority)