Avoid Telia
I signed a 24-month broadband contract with Telia. During the contract period, I moved and requested a transfer of my broadband service. Telia informed me that they could not provide broadband at my new address due to technical limitations.
I then found myself in the absurd situation of continuing to pay every month for a service that Telia could not deliver.
After posting my review, Telia replied that the binding period is linked to the contract, not the address, and that customers who may move within 24 months should avoid choosing a contract with a fixed term.
That response perfectly illustrates the problem.
I fully understand what the contract says. The issue is not whether Telia has the legal right to keep charging me. The issue is whether they have any interest in treating customers fairly when circumstances change.
I offered a reasonable solution: convert the remaining commitment into a mobile subscription for my daughter. This would have meant a brand-new 24-month commitment, continued business for Telia, and a satisfied customer. Telia refused.
So let's summarize:
Telia cannot provide the service I signed up for.
Telia continues to charge me for the remainder of the contract.
Telia refuses to transfer the commitment to another Telia service.
Telia's advice is essentially that customers should have predicted a future move before signing.
Legally, they may be entitled to do this. From a customer service perspective, it is remarkably short-sighted.
The most disappointing part is that there was a simple win-win solution available. Telia chose not to pursue it. Instead, they preferred to collect the remaining payments while ensuring that a long-term customer leaves frustrated and unwilling to recommend the company.
This experience has shown me that Telia values contract enforcement far more than customer retention. Once this contract ends, I will not be returning.
Reply from Telia Sverige
Hi Julien!
I understand that this feels frustrating, and I will try to explain clearly how it works.
When you signed your broadband contract, we agreed on a binding period of 24 months. That binding period is linked to the contract itself – not to the address. This means that the contract continues to apply even if you move.
The fact that we are unfortunately unable to deliver broadband to your new address is due to the technical conditions there, and not to a change in the contract itself. Therefore, it does not affect the binding period.
When it comes to switching to a mobile phone subscription instead, it is considered a completely different service. Fixed broadband and mobile telephony are two separate products with different contracts and conditions, and therefore it is not possible to replace one with the other within the same contract.
If you know that there is a possibility of moving within 24 months, we recommend that you do not choose a service with a fixed term.
/Anna, Telia