Phone or internet outage in Finland: compensation

The short answer

A continuous or repeated interruption that is not minor is a fault in the service. You are then entitled to a standard credit of at least €20 for each started week of interruption, up to €160 (120 and 122 §).

When your line is down, your provider has to repair it. In some countries you get compensation if a fault is not fixed in time; what applies in Finland, and what it means for emergency calls, is below.

Official source: finlex.fi · Checked 2026-10-14

📜 The rules in Finland

Compensation

Standard credit of at least €20 per started week of interruption, up to €160. You can ask for a price reduction instead, and also claim damages for financial loss.

Emergency calls

You can call 112 from any phone, including a landline or public phone, even without a SIM card or credit. By law, operators must provide free access to 112 by phone, text or other means the emergency-centre law sets out.

The details

Interruptions needed for network building, maintenance or security, up to 24 hours in total per calendar month, are not a fault. The operator must announce them and time them to cause as little harm as possible (120 §). (finlex.fi)
No standard credit if the outage comes from an obstacle beyond the operator's control, such as a storm cutting power, and it had prepared as the rules require. You can still ask for a price reduction. (kkv.fi)
Operators must tell users about disruptions: services affected, start time, area and estimated repair time. Check your operator's disruption notices first; if the problem is not listed, report it to the operator. (traficom.fi)
The duty to keep 2G networks running ends at the end of 2029. After closure, calls, texts and even emergency calls stop working on 2G-only devices, so check old phones and alarm systems in time. (traficom.fi)

Kilpailu- ja kuluttajavirasto (KKV) – kuluttajaneuvonta

Advice and help in a dispute if your written complaint to the operator brings no result. Phone service usually Monday to Wednesday 10–12 and Thursday 12–14, or use the online form.

📞 09 5110 1200 🔗 kkv.fi

Official source: kkv.fi · Checked 2026-10-14

Kuluttajariitalautakunta

Gives a free, non-binding recommendation on your dispute with the operator, after you have complained to the operator and contacted KKV's consumer advice.

🔗 kuluttajariita.fi

Official source: kuluttajariita.fi · Checked 2026-10-14

🪜 Step by step

Report the fault right awayCall or use the provider’s fault service, and note the date, time and reference number.
Keep a recordWrite down how long the service is down and what you could not do.
Ask for compensation or a refundIf the fault is not fixed in time, ask in writing for the compensation or price reduction that applies.
Escalate if neededIf the provider refuses, complain in writing and then go to the dispute body.

📇 Who to contact

Kilpailu- ja kuluttajavirasto (KKV) – kuluttajaneuvontaAdvice and help in a dispute if your written complaint to the operator brings no result. Phone service usually Monday to Wednesday 10–12 and Thursday 12–14, or use the online form.📞 09 5110 1200 🔗 www.kkv.fi/kuluttaja-asiat/kuluttajaneuvonta

KuluttajariitalautakuntaGives a free, non-binding recommendation on your dispute with the operator, after you have complained to the operator and contacted KKV's consumer advice.🔗 www.kuluttajariita.fi

Liikenne- ja viestintävirasto TraficomSupervises phone and internet providers and explains your rightsFor information, and to report a provider that breaks the rules📞 029 5345 610 🔗 www.traficom.fi/fi/puhelin-ja-laajakaista/puhelimen-ja-laajakaistan-kayttajalle

❓ Questions

Can I still call emergency services during an outage?

Emergency calls from a mobile phone usually go through any available network. If your phone cannot connect, ask someone nearby to call.

Is a short outage compensated?

Usually only longer faults or missed repair appointments are. The rule for Finland, if there is one, is on this page.

What if the faults keep coming back?

Repeated faults can give you the right to a lower price or to end the contract. Ask the regulator or the dispute body.

📎 Sources

Checked: 2026-10-14

🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

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📵 My phone or internet is down: do I get compensation in Finland?