Customer terms end customer

Last updated: August 23rd, 2024. (PDF-version)

Internet for end users requires an agreement between your housing association/property and Fiberby - if such an agreement is active, you will be able to sign up for internet via data socket in your apartment.

• These customer terms and order confirmation, which you receive on the e-mail you provide to us, constitute our contractual basis.

• You will receive your first invoice on the same e-mail, after which you can sign up for payment to Betalingsservice.

• You have 14 days full right of withdrawal on subscriptions and purchases from Fiberby, which you can use by contacting Fiberby within the deadline. However, Fixed Public IP Address is exempt, if we manage to create this before you change your mind, we will charge you the setup price.

• The notice period on your subscription agreement is the current month + 1 month. Speed upgrades and downgrades (only in associations with "Selvvælger") take effect immediately. Any receivables will be included in the next invoice. When downgrading to 1 Mbit (Mbit/s or Mbps), a notice period of the current month + 1 month applies.

• The price for your Fiberby subscription, any other services, fees, payment terms (including payment deadline) with Fiberby is stated in the registration process, just as it is stated in the current agreement between your housing association and Fiberby. You can also get prices and terms by contacting your housing association or Fiberby.

• If your subscription is charged through the rent (housing rent, common expenses), you must direct any questions about the charge to your housing association or administrator.

• Any price adjustments or other changes in terms are made in the agreement between your housing association and Fiberby and are notified to you by e-mail with at least the current month + 1 month. Changes in terms and conditions may be due to rising costs or changes in terms and conditions from our suppliers. If, based on a change, you wish to terminate your subscription or service, you can terminate your subscription with your normal notice period of the current month + 1 month.

• If your payment is delayed, Fiberby is entitled to charge a reminder fee, just as Fiberby is entitled to interest on the amount due in accordance with the Danish Interest Act. Fiberby may shut down your internet connection in case of continued lack of payment.

• Fiberby can temporarily shut down your connection if equipment is connected to your internet connection that blocks or creates problems for other users in the network. For example, it can be in the event of a fault on your connected equipment. If so, we will contact you as soon as possible. If we do not have your current contact information, we will contact you through your housing association.

• If the connection is misused, with or without your knowledge, Fiberby is entitled to interrupt or limit your connection. The following are considered abuses, among other things:

  • Port scanning of other computers on the Internet or hacking (seeking to gain unauthorized access to systems on the Internet)

  • Spreading viruses, spamming, phishing, etc. or attempting to do so

  • Repeated violations of the unwritten rules of good practice on the Internet at any given time

• Fiberby can also terminate the customer relationship with the current month + 1 month.

• Fiberby does not prioritize your traffic on the internet connection.

• To avoid contributing to spamming, Fiberby has closed for outbound traffic on port 25 for all standard subscriptions.

• We guarantee 100% of the speed when you buy a 1/1, 100/100 or 500/500 Mbit internet subscription. This is because we deliver a little more capacity than we write. When you buy 1000/1000 Mbit, we only guarantee a speed of at least 950/950 Mbit, even though we call the product "1000/1000 Mbit" in the marketing. The speed includes Ethernet headers which are necessary for internet communication to work.

• In case of high load on the user's connection in relation to the purchased speed, increased latency time, jitter and packet loss can occur. This can have an impact on the services (especially gaming and calls via the internet) that the customer uses.

• If you use the internet via wifi, you will not experience the guaranteed speed. This is because many external conditions affect the speed of Wi-Fi. You can read more about this in our guide - Guide to better wifi.

• Fiberby processes customer information and data in accordance with the applicable legislation on the processing of personal data. Fiberby does not sell this information to third parties, and Fiberby does not give the third party access to use personal data commercially in general. Fiberby can, if there is a legal basis for doing so, disclose information to authorities about the internet traffic to/from your home.

• In the event of a dispute between you and Fiberby regarding matters arising from the subscription agreement, you can complain to Fiberby, who will then make a decision as soon as possible and no later than 3 months after the complaint has been submitted. You can at any time appeal Fiberby's decision to the Teleankenævnet, Axeltorv 6, 3rd floor th. 1609 Copenhagen V, www.teleanke.dk.