- It feels like they are lying. Alternatively, the customer service has been given a script to "give this message and hope for the best," Adam Johansson tells SVT's consumer editorial Plus.

When Adam learned in January that his fiber connection would be delayed by more than a year, he wanted to cancel the agreement with Ip Only to be able to choose another supplier. But Adam, like several of his neighbors, got the answer that it would cost SEK 6,900 since the company had already made construction decisions in the area.

Claimed to have high accrued costs in the area

Adam opposed the fee and wanted to know what state the company fixed.

- The cost would be taken because they have high accrued costs in connection with planning and permit application. They never answered what state they had.

Already in January 2018, the company had announced that they had started to apply for permits and land agreements and that construction starts were planned for the summer of 2018. When nothing happened, Adam and his neighbor in January 2019 started to look up what permits the company actually applied for. And they found nothing with either the Swedish Transport Administration, the municipality or the local landowners.

"I think it's terribly risky," says Adam.

The company did not want to respond to what permits they applied for

When he again demands a message from the customer service, he gets the following answer: What I can see we have sent two permits to the Swedish Transport Administration and got them approved. We have no obligation to disclose any numbers or similar.

The only SVT consumer editorial Plus, which reviews the fiber expansion, finds is permission to pull fiber under rail. But it is over half a mile off the bird path from Adam. The company itself believes that this is a misunderstanding.

“Our customer service handles conversations with hundreds of customers every week, but in some cases there can of course be misunderstandings, and this is one of those cases. We regret this, the company writes to Plus.

In order to get the fiber building started, the municipality has given the green light to a municipal fiber company to build in the area, but many hesitate to change supplier and then risk a penalty fee from Ip Only.

Adam's neighbor Lari Salminen thinks it is shameful that the company claims a cancellation fee even though they themselves admitted that they will not be able to clear within 24 months of the contract.

- We are about 80 households that would require SEK 6,900. I want to know where to go and what do they stand for?