Broadband problems in Sweden: complaints, Telekområdgivarna and ARN
Complain to your operator in writing first. Telekområdgivarna gives free advice, and ARN can review a refused claim for a 150 kr fee.
When this helps
- Your home internet service is in Sweden.
- A persistent fault or speed problem remains unresolved.
Measure over a cable
A slow-speed fault is usually judged against the agreed minimum speed, measured with the computer connected by cable. A slower Wi-Fi result is not a fault in the service.
PTS links to Bredbandskollen, a free speed test from Internetstiftelsen.
Complain to the operator
Complain in writing and keep a copy. A complaint within two months of noticing the fault is always in time.
For a fault, you can ask for a repair at no cost, a price reduction and possibly damages from the day you reported it.
If the fault defeats the purpose of the service, you may be able to cancel without fees.
Get free advice from Telekområdgivarna
Telekområdgivarna gives impartial, free guidance on telecom complaints. It does not decide disputes.
Take a refused claim to ARN
The operator must have refused your claim in whole or in part, or not answered. It should answer within four weeks.
File within one year of your first complaint to the operator. For broadband, the claim must be at least 750 kr.
The fee is 150 kr. ARN’s decision is a recommendation, and handling takes about six months.
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
- PTS: broadband
- Telekområdgivarna: how do I complain?
- Telekområdgivarna: is my fixed broadband faulty if the speed is low?
- Telekområdgivarna: your rights when the service is faulty or interrupted
- ARN: for consumers
- ARN: does it cost anything to file a case?
- ARN: electronics, including telecom subscriptions
Checked on 6 November 2026.