Home internet cut off and not seen at OmaElisa

Because both the internet connection stopped working and the subscription disappeared from OmaElisa, the issue may be more than an ordinary network outage.

Possible causes

1. An OmaElisa display or login problem – you may be using the wrong Elisa ID, or the app may have a temporary error. OmaElisa only shows services for which you are registered as the owner.
2. The subscription has been suspended because of an unpaid invoice.
3. The subscription was cancelled accidentally, or an earlier cancellation request has now taken effect.
4. An error related to moving home, changing the owner or modifying the contract.
5. The subscription has been transferred to another customer account, company, family member or housing company.
6. A change to a new subscription or connection technology is incomplete. The old connection may have been closed before the new one was activated.
7. An error in Elisa’s ordering or customer-management system.
8. A local network outage. This may explain why the connection stopped working, but it would not normally make the subscription disappear from OmaElisa.
9. A modem, fibre terminal, cable or power-supply fault. This would not normally explain the missing OmaElisa subscription either.
10. An unauthorised contract change or security incident. This is less common but should be investigated if you did not request any changes.

What to do first

• Check your email, text messages and recent invoices for a cancellation notice, payment reminder or suspension notice.
• Sign out of OmaElisa and sign in again. Try both the browser version and the mobile app, and make sure you are using the correct Elisa ID.
• Check your address on Elisa’s Network Assistant and outage map.
• Restart the modem or fibre terminal by disconnecting its power for about 10 seconds. Do not perform a factory reset yet.
• Take a screenshot showing that the subscription is missing from OmaElisa.
• Write down which lights are illuminated or flashing on the modem.
• Do not publish your personal identity number, customer number, address or invoice details on the public OmaYhteisö forum.

Contacting Elisa

The fastest option is to call 010 190 240. Customer service is open on weekdays from 9:00 to 18:00. Fault reports are accepted 24 hours a day. If possible, call while you are next to the modem.

You can also contact Elisa through:

• OmaElisa chat, weekdays from 9:00 to 18:00
• the electronic contact form
• an Elisa shop, with proof of identity

Current contact options are available on Elisa’s customer-service page.

Message to Elisa

Hello,

My home internet connection stopped working today. At the same time, my broadband subscription disappeared from OmaElisa. I have not cancelled the subscription or requested its suspension.

Please check urgently:

• whether the subscription is still active;
• whether it has been suspended or cancelled, and why;
• whether it has been transferred to another customer account or owner;
• whether there is a network outage or an error in the order or activation; and
• when the connection can be restored.

Service address: [address]
Customer number or invoice reference number: [number]
Approximate time the connection stopped working: [date and time]
Modem indicator lights: [description]

Please also confirm that no unauthorised changes have been made to my contract and let me know whether I am entitled to compensation for the service interruption.

Kind regards,
[name and telephone number]