Telecoms operators must inform their customers of problems that may disturb mobile and other communications. Information on disturbances can be obtained from operators' websites and customer services.
Operators inform of disturbances on their websites and also via their customer service.
Operator must inform of disturbances
Operators must inform users of disturbances that affect the use of communications services and networks. The operators must also notify Traficom of any severe disturbances.
The users must be informed e.g. of:
- services affected by the disturbance
- starting point of the disturbance
- geographical effect of the disturbance
- estimated time for the repair of the disturbance.
Disturbance notifications and maps are available on the operators' websites.
What can I do in the event of disturbances?
If you suspect that there are disturbances in the network function, you should first check your operator's disturbance notifications either by visiting the operator's website or by calling to the customer service. If the operator has not informed of the disturbance, contact the operator and report the problem.
DNA (External link) (in Finnish)
Elisa (External link) (in Finnish)
Telia (External link)(in Finnish)
Compensations for disturbances, errors and service disruptions
The quality of communications services is agreed on an agreement between the operator and the customer. If the quality does not correspond to what has been agreed, there is an error in the delivery of the service.
Traficom does not handle any issues concerning the contractual relationship between the operator and the customer, or compensations. The Consumer Advisory Services can advise and assist you in compensation negotiations. If necessary, you may take the dispute to the Consumer Disputes Board.
Traficom's operations in the event of disturbances
Traficom monitors significant disturbances in communications networks and services which of operators notify Traficom in an instructed manner. In addition, Traficom monitors that operators also inform of smaller disturbances on their websites. With regard to extensive and long-term disturbances, Traficom issues notices as well.
Typical disturbances and readiness in the event of them
Disturbances in communications network are typically caused by:
- power supply of network devices
- cable damages of connections
- technical problems in the network.
Most of the disturbances are quickly detected and repaired. With regard to very extensive disturbance or single cases, the effects of the disturbance can, however, be long-lasting. Extensive disturbances are prevented with precautionary arrangements related to network devices and connections. Traficom has defined the minimum requirements for communication on precautionary arrangements and disturbances in its regulations 54 and 66.
Power failures
Short-term power failures have rarely effect on the functionality of communications networks because the base stations' batteries and the emergency power supply set arrangements of the equipment facilities guarantee the power supply. Due to the amount of work, the reparation of extensive damages in the electricity network, caused by natural phenomena, takes a long time. Therefore, the sufficiency of the communications network batteries and the precautionary arrangements can be put to the test.
Cable damages
Fixed network connections and base stations of the mobile network function in a centralised network to which they have been connected with cables. If a cable is damaged e.g. due to excavation work, an unverified access network connection is disconnected. Significant connections have been secured with a substitutable cable connection.
Technical problems
Examples of technical problems in the network are hardware malfunctions. Significant network devices must be secured with parallel or standby devices in order to reduce the effects on users. However, technical problems have occasionally effects on the customer's use of services.