Phone & internetSV
Phone & internet · Sweden
Checked 2026-10-14

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

The short answer

For a disruption or outage, contact your operator first to complain or claim compensation. Telekområdgivarna, Konsumentverket or your municipal consumer adviser can advise you. PTS cannot help individual subscribers, but contact it if you suspect your operator is breaking the law.

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 Sweden, and what it means for emergency calls, is below.

Official source: pts.se · Checked 2026-10-14

📜 The rules in Sweden

Compensation

Compensation depends mainly on your contract terms: a price reduction can, for example, match the cost of the service while it did not work. Documented, reasonable extra costs caused by the fault may also be compensated.

Emergency calls

If your operator has no coverage or an outage, a 112 call can go through another operator's network. If it still fails, restart the phone, remove the SIM card and dial 112 again. If all networks are down, go to the nearest fire station.

The details

  • Emergency calls must be connected free of charge, and a spending cap you have set must never stop you calling 112 or other free numbers (7 kap. 32 and 35 §§ LEK). (riksdagen.se)
  • Base stations usually have backup power that lasts only an hour or a few hours after a power cut. Power cuts are handled first of all by the electricity companies. (pts.se)
  • Be prepared: have subscriptions with different operators in the family, or a prepaid card from another operator if you live alone, and keep a charged power bank at home. (pts.se)
  • Document the fault and report it to your operator. Complain within a reasonable time: a complaint within two months of discovering the fault always counts as in time. (konsumentverket.se)

Telekområdgivarna

Free, impartial advice on TV, phone, broadband and fibre subscriptions, before you sign or when you cannot agree with your operator. A non-profit funded by participating operators, with Konsumentverket and PTS on its board.

📞 08-522 767 00🔗 telekomradgivarna.se
Official source: konsumentverket.se · Checked 2026-10-14

Krisinformation.se

Official crisis information on what to do when internet and phone go down, including how to reach 112. Sveriges Radio P4 keeps broadcasting in a crisis.

🔗 krisinformation.se
Official source: krisinformation.se · Checked 2026-10-14

🪜 Step by step

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

📇 Who to contact

TelekområdgivarnaFree, impartial advice on TV, phone, broadband and fibre subscriptions, before you sign or when you cannot agree with your operator. A non-profit funded by participating operators, with Konsumentverket and PTS on its board.📞 08-522 767 00🔗 telekomradgivarna.se
Krisinformation.seOfficial crisis information on what to do when internet and phone go down, including how to reach 112. Sveriges Radio P4 keeps broadcasting in a crisis.🔗 www.krisinformation.se/din-beredskap/kommunikation/om-internet-och-telefoni-gar-ner
Post- och telestyrelsen (PTS)Supervises phone and internet providers and explains your rightsFor information, and to report a provider that breaks the rules📞 08-678 55 00🔗 www.pts.se
Allmänna reklamationsnämnden (ARN)Settles disputes between customers and providersWhen the provider has not solved your complaint🔗 www.arn.se

❓ 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 Sweden, 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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