# Slow internet: measure the speed and complain correctly

Distinguish poor Wi-Fi from broadband faults, measure speed and complain to the provider. Check possible price reductions, termination and BKN.

Canonical: https://samfunnprep.no/en/articles/tregt-internett-klage-norge
Language: en
Publisher: SamfunnPrep
Author: Hlib Suslov
Published: 2026-10-04T15:37:19.598+00:00
Modified: 2026-10-04T15:37:19.64242+00:00
AI use policy: https://samfunnprep.no/ai-policy.txt

## Key takeaways

- Measure under clearly recorded conditions Save results with the time and whether you used a cable or Wi-Fi so measurements can be assessed.
- Report faults before demanding a solution Give the provider a specific description and save case numbers, instructions and replies.
- The agreement and cause determine your rights Persistent, significant shortfalls may justify claims, while faults in your own equipment do not give the same right.

Document slow internet before complaining. Check the agreed speed, test the connection and report the fault to the provider. A significant, lasting shortfall may give you a right to a price reduction or termination for breach, but faults in your own equipment do not give the same right.

## Is the internet connection or Wi-Fi slow?

First establish whether the problem concerns the connection into your home or the wireless network inside. This makes your fault report more precise.

**Broadband** is the internet connection. **Wi-Fi** is the wireless network a router often creates inside your home. You may have a good broadband connection but a weak signal in a room far from the router.

**Nasjonal kommunikasjonsmyndighet (Nkom)** supervises electronic communications. It describes broadband types and refers users to the Nettfart speed test. See [Nkom's internet information](https://nkom.no/internett/forbrukerinformasjon-om-internett).

Try another device and another room. If only one old phone is slow, explain this to the provider. If several devices lose connection simultaneously, note that. These observations can help customer service find the fault.

SamfunnPrep has a separate guide to [mobile subscriptions and internet in Norway](https://samfunnprep.no/en/articles/mobilabonnement-og-internett-norge). It concerns choosing an agreement. This guide concerns a connection you already pay for that works poorly.

## How to measure the speed

Use a speed test and compare it with your agreement. Take several measurements under clearly recorded conditions so the results can be understood.

You can use [Nettfart from Nkom](https://nettfart.no/). Read its measurement information. Save the result with the date and time. One number without information about the test tells less about the cause.

For practical troubleshooting, you can:

1. Find the order and agreed-speed information.
2. Stop large downloads and streaming on other devices during testing.
3. Test near the router, using a cable if you have suitable equipment.
4. Note whether you used a cable or Wi-Fi.
5. Repeat at different times when the problem occurs.

These are suggestions for better documentation, rather than a required number of tests. Ask the provider to explain how it wants measurements taken. Do not change fibre equipment or installations you do not understand.

**Mbit/s** means megabits per second and is a common speed unit. Check both download and upload if the agreement states both. Do not compare numbers in different units without clarifying the difference.

## Which information should you save?

Save the agreement, measurements and a short outage log. Documentation should show what you expected and what actually happened.

A simple table could look like this:

| Date and time | What happened? | How did you test? |
|---|---|---|
| Monday 19:00 | Video stopped on two devices | Wi-Fi test near the router |
| Tuesday 08:00 | Connection completely lost | No devices had internet |
| Wednesday 20:00 | Speed remained low | Cable test on a computer |

This is an example log, rather than actual measurements. Add your own numbers in a separate column if available. Also note when the connection returns.

Keep case numbers and written customer-service replies. If you receive telephone advice, write down what to do. Ask for important instructions in writing if needed.

## How do you report the fault to the provider?

Contact the provider as soon as you discover a persistent problem. Give your address, customer number and a specific description.

State whether it concerns low speed, an unstable connection or no internet at all. Say when it started and which tests you have completed. Request a case number and troubleshooting plan.

Ask whether there is a known local fault. If the company wants to send a technician, clarify the time and any costs before the visit. Ask what may cost money if your own equipment is at fault.

Restarting the router is a troubleshooting step. If the problem continues, reply in the same case and refer to new measurements. This makes developments easier to follow than starting each enquiry without its history.

## Can you demand a price reduction or end the agreement?

This depends on the agreement, cause and seriousness of the shortfall. One low measurement does not automatically give a right to end the agreement.

As of 3 October 2026, **Forbrukerrådet**, the public consumer organisation, states that significantly lower speed over time may justify a price reduction or termination for breach. Faults caused by your own equipment do not give the same basis.

If the connection is unavailable because of the provider, you can normally demand a price reduction for the period without internet. Repeated or prolonged significant interruptions may justify termination for breach. **Heving** means ending the agreement because of a serious breach of contract.

See [Forbrukerrådet's broadband guidance](https://www.forbrukerradet.no/forside/digitalt/bredband/). Explain what you demand and why. Distinguish ordinary cancellation from termination for breach, especially with a minimum contract period.

Do not stop paying the whole bill without explaining the matter. If you dispute an amount, state in writing which amount and why. Request clarification of the invoice while the complaint is processed.

## How to write a specific complaint

Describe the fault, evidence and solution you want. Keep the text short enough that the demand is easy to find.

You can use this practical suggestion:

> I am complaining about broadband at my address. Since [date], I have had [describe problem]. I reported the fault on [date], under case number [number]. Measurements and a log are attached. I request correction and a written assessment of a price reduction for the affected period.

Adapt the text to what actually happened. If requesting termination for breach, explain why the problem is serious and why earlier troubleshooting failed. Attach relevant documents but avoid unnecessary private information.

## When does the case go to Brukerklagenemnda?

Complain to the provider first. If you get nowhere or receive no reply within two weeks, Forbrukerrådet refers you to Brukerklagenemnda.

**Brukerklagenemnda for elektronisk kommunikasjon (BKN)** handles disputes including quality, delivery and invoices. As of 3 October 2026, two weeks without a reply is the route Forbrukerrådet describes for further complaints.

Collect the agreement, complaint, replies and measurements before proceeding. SamfunnPrep's guide to [consumer complaints](https://samfunnprep.no/en/articles/klage-som-forbruker-klagenemnder-norge) explains how to choose the correct complaints body.

## What if internet comes with the home?

Find out who holds the agreement before making a financial claim. This may be you, the landlord or the housing organisation.

Ask who should report faults to the provider and send documentation to the correct contact. If you pay through rent or shared costs, clarify how the case should be followed up under that particular agreement.

Use [SamfunnPrep's practical tools](https://samfunnprep.no/en/verktoy) alongside your own fault report. A clear log makes it easier to investigate the fault and assess your claim.

## FAQ

### Does one low speed test give a right to a price reduction?

Not automatically. Compare with the agreement and document whether speed is significantly lower over time. The cause matters, and faults in your own equipment do not give the same basis.

### How do I distinguish Wi-Fi problems from broadband faults?

Try several devices, test near the router and use a cable if you have suitable equipment. Record how you test. This is practical troubleshooting, rather than a final assessment of responsibility.

### Where do I complain if the provider does not reply?

Complain to the provider first. As of 3 October 2026, Forbrukerrådet refers you to Brukerklagenemnda if you get nowhere or receive no reply within two weeks.

### What if internet is included in the rent?

Find out who holds the provider agreement. Send the fault report and documentation to the correct contact, and clarify how any financial claim should be handled.

## Sources

- [Bredbånd](https://www.forbrukerradet.no/forside/digitalt/bredband/)
- [Informasjon om internett for forbruker](https://nkom.no/internett/forbrukerinformasjon-om-internett)
- [Nettfart](https://nettfart.no/)

Citation: Hlib Suslov, "Slow internet: measure the speed and complain correctly", SamfunnPrep, 2026-10-04T15:37:19.598+00:00, https://samfunnprep.no/en/articles/tregt-internett-klage-norge