Changing the price or terms of a telecoms contract

Is the company entitled to make changes to the contract? 

The company’s freedom to make changes to the contract depends upon the type of contract one has and what is written in the contract. This also applies when, for example, the company wants to increase the price. 

Contracts with a commitment period (fixed-term contracts) 

If you have a fixed-term contract, for example 12 months, that you have committed to, both you and the company are bound by what is in the contract for the entirety of the fixed term. As a rule, the company is not entitled to change the price or the terms during the commitment period. 

One exception is if the provider gives a valid reason for the change, and if the change is included in the contract’s terms and conditions. If the provider changes the terms and conditions without giving a valid reason, you may have the right to terminate the contract with immediate effect. 

Month-to-month contract 

If you do not have a commitment period, you usually have a month-to-month contract (a contract where the service runs for an indefinite period). If you have a month-to-month contract, the company may change the terms and conditions and the price, provided it informs you at least one month before the change is to take effect. When you receive this information, you must also be informed of your right to terminate the contract without a penalty if you do not agree to accept the change. 

Further information about changes to the Terms and Conditions is available on the Swedish Telecoms Advisers’ website  (In Swedish)

Object to the change 

Contact the company, preferably in writing, for example by sending an e-mail. Then you have evidence that you complained. If you use a form on the company’s website, you can take a picture or a screenshot. If you contact them via their chat function, save a copy of the chat when you have finished. If you telephone them, you can record the conversation. As long as you are one of the parties to the conversation, it is legally permission to record it. 

You should include the following information when contacting the company: 

• customer number and Swedish civil registration number 

• telephone number, home postal address and e-mail address 

• a clear and concise description of the problem

• what you want from the provider. 

The Swedish Telecom Advisors provide advice

You can turn to The Swedish Telecom Advisors (Telekområdgivarna) for advice.

If your operator is a member of the Swedish Telecom Advisors, they may also be able to assist in contacting the company.

The advice is free of charge for you as a consumer.

The Swedish Telecom Advisers (In Swedish)