In 2019, the General Complaints Board made two guiding decisions regarding fiber delays. Based on the decisions, you can read some tips on what is important for the consumer to be considered entitled to withdraw his order at no cost.

Do you have the right to cancel the purchase? 1. Is your fiber delivery delayed?

If you have not received pre-installed fiber within the time frame specified in the agreement, you may be entitled to cancel the purchase. But sometimes there is a clause in the agreement which says that the fiber may be delayed if the delay is due to obstacles "beyond the control of the company".

2. Is the delay due to obstacles beyond the company's control?

If there is such a clause in your agreement then it is the company that must be able to show what obstacles they encountered in your particular case, and that these barriers could not actually predict and influence from their direction.

3. Is the delay important to you?

If the company fails to prove this, or if you can disprove their information, it can be stated that this is a delay in the legal sense. However, in order to get the right to cancel the contract because of the delay, you must justify why the delay was of "significant importance" to you.

Exactly what kind of evidence is required here is unclear. But the telecom advisers recommend that you try to explain as carefully as you can:
- why the timeframe specified in the agreement was important for one's purchase decision
- what consequences the delay has had
-why the delay has led to no longer being interested in ordering broadband from the current fiber supplier.

Do you have the right to cancel at no charge?

It is important to remember, however, that even if you would not have the right to cancel the purchase, that is, in principle, tear down the contract, you are always entitled to cancel your fiber, as long as the installation is not completed. The question then becomes whether the company has the right to charge a cancellation fee or not.

4. Has the supplier done any work on your fiber?

In order for the supplier to have the right to charge a cancellation fee, the company must first be able to show that they have done some work on your fiber before the cancellation came in. If they can't, or if you can disprove their information, then you won't have to pay any fee.

5. Is the fee reasonable in relation to the work performed?

If the supplier had already been able to work on your fiber before canceling, the company may have the right to charge for this. In this case, the company must be able to show that the fee is reasonable in relation to the work they have been able to do.

Follow the Plus editorial's fiber review here.