Broadband problems in Finland: speed rules, compensation and complaints
Complain to your operator first, then contact Consumer Advisory Services. The Consumer Disputes Board handles unresolved disputes for free.
When this helps
- Your home internet service is in Finland.
- A persistent fault or speed problem remains unresolved.
Check your contract speeds
Fixed broadband contracts must state the minimum, normally available, maximum and advertised speeds. For lines up to 100 Mbit/s, the minimum must be at least 70% of the maximum.
Measure with Traficom’s Bittimittari.fi. Repeat the test at different times of day.
Price reduction and standard compensation
For a connection that is down continuously or repeatedly, standard compensation is €20 for each week or part of a week, up to €160.
A price reduction and standard compensation are alternatives. A speed much slower than agreed can justify a price reduction.
There is no standard compensation for force majeure, or for announced maintenance of at most 24 hours. You can still ask for a price reduction after force majeure.
Complain, then ask Consumer Advisory Services
Report the defect to the operator as soon as possible, preferably in writing. Ask it to fix the defect.
If the answer does not satisfy you, KKV’s Consumer Advisory Services gives free guidance and helps with mediation.
Traficom supervises the speed rules but does not handle individual disputes or compensation claims.
Take it to the Consumer Disputes Board
Processing is free. The board may decline a case you did not first take to Consumer Advisory Services.
Its decisions are recommendations. Processing can take many months, so check the current times on its website.
Prepare your complaint
Use the complaint template to state the problem, evidence and requested resolution. Keep the tone factual.
You can collect evidence without Kilobat. If you use a Kilobat report, review it before sharing and add your test conditions.
Still stuck?
You can ask for help at ping@kilobat.app. Send your symptoms and reviewed test results, with or without Kilobat.
Provider pages
Outage tools, equipment checks and how to complain, provider by provider.
The evidence pack
In Kilobat’s Health, click Report… and the Complaint tab takes you through four steps: the problem, your evidence, your request and a review. Then Kilobat Pro builds one PDF: a summary, a letter ready to send, your speed against your plan, every outage and the rule that applies, saved beside the evidence file it came from. The Quick report is free; the Complaint tab, its PDF pack and the outage-credit estimate and claim are part of Kilobat Pro.
Sources
- Traficom: open internet or net neutrality
- Traficom: measure your connection with Bittimittari
- KKV: defect in a connection
- Act on Electronic Communications Services (917/2014)
- Kuluttajariitalautakunta: before you apply
- Kuluttajariitalautakunta: processing times
Checked on 6 November 2026.