Frequently Asked Questions and Answers

You can rest assured that Skellefteå Kraft protects your personal data in the best possible way.

What is the purpose of registering a user account on skekraft.net?
As a customer, you should be able to easily and quickly activate and manage your services via the Skellefteå Kraft's open broadband network service portal, skekraft.net. By having a user account, you have control over the information you provide when ordering services via skekraft.net, and you can easily update and supplement your information.

What processing occurs with personal data associated with a user account?
The personal data is forwarded to the service provider during order processing via the skekraft.net portal. The personal data is used to establish an agreement with you and for the service provider or Skellefteå Kraft to be able to contact you.

How long is the user account stored?
If you do not have an active order linked to your user account, the user account containing your personal data will be automatically deleted after 36 months, unless a new service is signed within that period. This means that if you have not had an active service for 36 months, you will need to create a new user account when making a new order.

How do I contact Skellefteå Kraft's Data Protection Officer?
At www.skekraft.se/personuppgifter you can read more about how we within the Skellefteå Kraft group process personal data. Here you will also find contact details for our Data Protection Officer.

How do I find out which personal data I have provided via skekraft.net?
You can at any time check what personal data we have from you and edit your details. If you have accepted separate consents, you will also see them on My Pages on skekraft.net.

What terms must I accept when registering a user account with skekraft.net?
You accept that the personal data you have provided, such as name, personal number, and email address, is stored by Skellefteå Kraft and sent to your chosen service provider during order processing and other order handling via skekraft.net to fulfill the agreement. The purpose of the processing is to make it easy for you to be a customer in Skellefteå Kraft's open broadband network and for your chosen service provider and Skellefteå Kraft to have correct contact details for you when needed for customer contact and sharing important information regarding your service(s) or the open city network. You can at any time, via My Pages on skekraft.net, check and adjust the personal data and any consents you have provided. The user account is active as long as you have a service via skekraft.net and will then be automatically cleared according to our retention routines.

To order or manage broadband services on the portal, you need a user account. You create your user account on the portal when you first order or manage your services. During registration, you provide your personal and contact information, which the service provider and Skellefteå Kraft will use to contact you. You choose your own username and password. Please ensure that your password is at least seven characters long.

Once logged in, you can update your details. On the "My Page" section under "My Account," you can modify your contact information and billing address.

If you have forgotten your password, you can request a new one by clicking on the "Forgot Password?" link found on the login window at the top right (click Log In). Click the link and enter the email address or username you provided during registration. You will receive an email within a few minutes with instructions on how to set a new password.

Inside our portal at Skekraft.net -> Private, you can see which service providers are available in our network. Please contact the service provider you intend to choose via phone. The phone number is displayed by clicking on the service provider's logo!

If your property is not yet connected to the fiber network, you can express your interest or order your connection here..

If your residence/premise are connected to Skellefteå Kraft's broadband network, you can easily order your broadband service directly on the skekraft.net portal. Here, you'll find a wide range of providers offering internet, TV, and telephony services. There is also a selection of Other services available.

The services you order will be activated at the broadband socket to which you are physically connected when placing your order. Here's how it works:

1. Locate the connection box on the wall of your residence. Plug one end of the network cable into the box and the other into your computer.

2. When you open your web browser, you will automatically be directed to Skellefteå Kraft's broadband portal, skekraft.net. There does not need to be an active service at the socket for the broadband portal to appear. The portal detects the address to which you are connected.

3. User Login – To place an order via the portal, you must log in with your username and password. You can do this on the portal's homepage. If you do not have a username and password, click on the "Create User" link on the portal's homepage. During registration, you will provide your contact details such as email address and telephone number. You can later update your contact details yourself so that your service provider and Skellefteå Kraft have the correct information. NOTE! This portal requires a specific user account; accounts from the expansion portal or My Pages on Skekraft.se cannot be used.

4. View Offerings - At skekraft.net, you can compare prices and terms between different providers. Choose the provider and service that suits you.

5. Place Order - You select the activation date for the service yourself. Once you have completed your order, the service will be activated at the socket to which you are connected when placing your order. The selected service provider will be automatically informed of your order.

6. Getting Started - If you order an internet service with today's date, the service will be activated immediately. You may need to restart your equipment to obtain an IP address from your chosen provider. For other services, refer to the service delivery information for details on how quickly you can start using the service.

Can Services Be Transferred?
Transfers are not handled. If you want the service to be transferred to a new person, this is managed by cancellation and a new order.

What Does a Parked Order Mean?

A parked order means the service is not active but has not yet been terminated. A common scenario where a service becomes parked is when a new internet service is ordered on a port (socket) where there is already an active internet service. The previous service then becomes parked. If the customer does not cancel the parked order within 14 days, the order will automatically be cancelled after 14 days, and a notification will be sent to the service provider. A parked order can also be reactivated, for example, if a right of withdrawal applies.

Ordering When Previous Occupant Forgot to Cancel Their Service

When you are connected to Skekraft.net, you have the ability and authority to activate an internet service even if the previous occupant forgot to cancel their internet service. This option is only available through the Skekraft.net portal and is a good solution for those in this situation.

Log in with your username and password. Go to My Services and click the Information button on the service you wish to cancel. Click the Cancel Service button and then choose the date on which the service should be terminated. Once you have changed the date and clicked the Cancel button, a termination request will be sent to your service provider.

To switch to an equivalent or different service provider, follow these steps:

1. Cancel your current order. To account for the notice period, it's advisable to plan the service switch with a date at least 30 days in the future and after any binding period has expired.

You can move your services to another address yourself (provided the service supports moving) without needing to make a phone call. The easiest way to move the service is to log in to www.skekraft.net from your new address and transfer the service from the old address by finding the service and clicking on Move Order.

When ordering a promotional offer, it's important to use the order button specific to that promotion to take advantage of the offer.
Since a promotional offer may include different terms such as a different binding period, it's always possible to order the regular service.

Package services are bundles of two or more services ordered at the same time. Package services are listed as a separate category on the portal.
Note that when you cancel a package service, all services included in the package will be terminated.

? There's a solution for everyone connected to Skellefteå Kraft's broadband network to get super-fast broadband with speeds of 250, 500, and 1000 Mbit/s. The ordering process varies depending on whether you live in a house, an apartment managed by Skebo, or in a private multi-dwelling unit or housing cooperative.

I want to order internet services with speeds of 250, 500, and 1,000 Mbit/s. How do I do it?
1. Visit the broadband portal skekraft.net from the address where you want to have super-fast broadband. Order your upgrade under the category "Other Services." The upgrade takes 20 days and costs SEK 1,995 including VAT.

2. Once your connection is upgraded, services for 250, 500, and 1,000 Mbit/s will be activated for you on the portal and available for ordering. The monthly fee varies depending on the speed and provider you choose.

Why can't I order the internet services of 250, 500, or 1000 Mbit/s when I log into the portal skekraft.net?
Before selecting a speed, you must first order an upgrade of your broadband connection. You can order the upgrade on skekraft.net under the category "Other Services." Only after the upgrade is ordered and completed will speeds up to 1,000 Mbit/s become visible and available for ordering.

What does it cost to order an upgrade service?
The upgrade costs SEK 1,995 including VAT. In most cases, the equipment in your home must be replaced, and then your connection must also be rebuilt in the node where it connects to the backbone network.

How quickly will I get started with internet services of 250, 500, or 1,000 Mbit/s?
The upgrade takes 20 working days. Once completed, you will receive information from us that it is ready, and then you can choose a broadband provider on our service portal skekraft.net and get started.

1. Go to skekraft.net, and click on Internet. If services with speeds of 250, 500, or 1,000 Mbit/s are selectable, choose the provider that suits you. The monthly fee varies depending on the provider and speed you choose.

2. If you do not see the services or they are not available for ordering, you must first click on Other Services and order an upgrade. We will notify you as soon as it is ready, which takes about 20 working days. Then you can choose a service provider as above.

Why can't I order internet services of 250, 500, or 1000 Mbit/s when I log into the portal skekraft.net?
If you do not see the services or they are not available for ordering, the property's broadband connection must first be upgraded. You can order the upgrade yourself on skekraft.net under the category "Other Services." We will notify you as soon as it is ready, which takes about 20 working days. Once the upgrade is complete, we will contact you, and then all other residents in the same multi-dwelling unit can also order internet services up to 1000 Mbit/s on the portal.

What does it cost to order an upgrade service?
The upgrade is an improvement of the actual connection and is agreed upon between the property owner and Skellefteå Kraft. Therefore, tenants do not pay a one-time fee for the upgrade, only ongoing fees for internet services of 250, 500, and 1,000 Mbit/s. The monthly cost varies depending on the broadband provider you choose.

How quickly will I get started with internet services of 250, 500, or 1,000 Mbit/s?
If your house has already been upgraded, you can already order super-fast services with speeds of 250, 500, or 1,000 Mbit/s directly on the portal skekraft.net. If you do not see the services 250, 500, or 1,000 Mbit/s, the property's broadband connection must first be upgraded. You can order the upgrade yourself on skekraft.net under the category 'Other Services.' We will notify you as soon as it is ready, which takes about 20 working days. Once the upgrade is complete, we will contact you. After this all residents in the same multi-dwelling unit can order internet services up to 1000 Mbit/s on the portal.

1. If you do not see the services 250, 500, or 1000 Mbit/s available for order, or if they are not selectable, the broadband in your apartment building needs to be upgraded. Contact your property owner or housing cooperative to express your interest.

2. The property owner or board of the housing cooperative can order an upgrade of the apartment building from Skellefteå Kraft so that residents can order broadband services with speeds of 250, 500, or 1000 Mbit/s.

1. Make sure you use the broadband socket where you want to activate your service and go to skekraft.net.

2. Click on Business. If services with speeds of 250, 500, or 1,000 Mbit/s are available for ordering, choose the provider that suits you.

3. If you cannot order services of 250, 500, or 1,000 Mbit/s, you must first order an upgrade under Other Services. The upgrade takes about 20 working days. After that, you can choose a service provider as above or by contacting your desired service provider.

Service providers decide on prices including VAT for end customers. Any price changes are communicated by each service provider. Skellefteå Kraft decides on fees excluding VAT for service transport in the broadband network. These fees are invoiced to the service provider. When we make price changes for transport, this may affect the service provider's end customer price. You will be informed about this through your service provider.

1. Connect your computer directly to the socket using a network cable without using a router. If you have a Media Converter/CPE, connect your computer to LAN1 (Red). When you open your browser, the portal should automatically appear.

2. If it still doesn't work, restart the fiber box (by making it powerless) and restart the connected computer. Try surfing to https://www.skekraft.net/

3. If you have a fiber box in the form of a Media Converter/CPE, , in rare cases you may need to "reset" it.  Locate the small hole on the left side of the box and press it with a pen tip or similar, holding it for at least 10 seconds. The box should be powered on when this is done. Wait a few minutes until the box restarts.

4. If it still does not work, contact us viathe contact form, and we will get back to you as soon as possible. You can also call Skellefteå Kraft customer service at tel. 0910-772550.

To order services on the portal skekraft.net, you need to be connected to a socket within Skellefteå Kraft's open broadband network. This is because the services you order will be activated on the broadband socket you are physically connected to when placing your order. If you surf to the service portal skekraft.net when you are not connected to our open broadband network, the services will be "Not Orderable."

As for internet services of 250, 500, and 1000 Mbit/s, they are "Not Orderable" until your connection is upgraded for speeds up to 1000 Mbit/s.

If you receive a message that your service is parked, it means the service is no longer active. The service has not been terminated but is not functioning technically. Contact your service provider if you need more information.

NOTE! The service will also be parked if a new service is ordered to the socket before the previous service has been terminated. In logged-in mode on 'My Services,' you can change the status between active and parked yourself.

Click on the address at the top left of the portal (Example: You are at Street 1 (123456CL0101)) and click "Report this address as incorrect." We appreciate any suggestions for changes if the address does not match.

If you do not see that you have a telephone service under 'My Services' on the portal, it may be because you have internet telephony ordered directly from the service provider. Internet telephony is telephony that requires an internet subscription to function. However, there is also the option to order telephony through this portal that can be standalone, without internet service.

Questions about services
Many of your questions or issues can be resolved by logging into skekraft.net. You can check what services you have and their status. You can also order more services, move, or terminate services yourself. When you manage your services and user information on the portal, the service provider is automatically informed of your changes. For other inquiries and questions about services, contact your current or prospective service provider.

Questions about the portal www.skekraft.net
If you have questions about the portal or need guidance in the portal to place your orders yourself, contact Skellefteå Kraft customer service at telephone 0910-772550 or via the contact form.

Report a service fault to your service provider. This applies regardless of the fault or problem. If there is a problem that the service provider cannot resolve, the service fault report is forwarded to Skellefteå Kraft for further troubleshooting and resolution. The response time is a maximum of seven working days from when the service fault report is received by Skellefteå Kraft.

Before reporting a fault!
Try to eliminate faults in your own equipment. If you use a router, bypass it so that there is no equipment between the computer and the broadband socket. If you have two computers, try them one at a time and see if the problem persists regardless of which computer is connected. If you have a fiber converter, check that the lights are on and how they are lit. If any of the lights are off, inform your service provider when reporting the fault. If you also have a CPE connected, used to connect multiple services, try restarting it and then wait a while before trying again.

Also, please check and update your contact details on your user account on the portal, as they are used in communication with your service provider and Skellefteå Kraft.

A Media Converter (CPE) is a type of switch that allows you to expand the number of ports on your broadband connection. Today, new broadband connections in houses are built directly with a Media Converter (CPE). If your broadband connection lacks a CPE, it will be provided by Skellefteå Kraft when you order an IP-TV service. Here you can find the installation guide for the current model of CPE: Inteno XG6746 eller Inteno XG6846 Please note that the Media Converter (CPE) provided by Skellefteå Kraft is configured to connect to Skellefteå Kraft's broadband network and therefore cannot be replaced with other similar equipment. The equipment belongs to Skellefteå Kraft and must not be moved to another property.

Examples of connecting equipment to a Media Converter.
Examples of connecting equipment to a Media Converter (CPE) for various services in the broadband network can be found here: Connecting equipment to CPE