Current information on the COVID-19 situation

1.1 Are disruptions expected in DNA’s services or operation?

No impacts on the production of continuous services are currently expected.

1.4 Have there been or are there expected to be price changes in DNA’s services due to COVID-19?

No changes are expected in the pricing of our services at this time. For the time being, we are working to ensure the quality of our basic services. However, we are continuously monitoring the situation and will take the necessary measures if the overall situation so requires.

Under the present exceptional circumstances, our top priority is to ensure the quality of our basic services and serve our customers comprehensively in all our service channels.

2.1 Is DNA’s customer service for consumers open normally?

Yes. The congestion situation in DNA's consumer customer service has eased significantly during the end of May and the beginning of June. Exceptional congestion peaks only occur occasionally.

2.2 Are DNA’s customer service representatives also working from home?

A flexible way of working is our strength, and our customer service representatives have also increased remote working to ensure the best possible service level for our customers and to keep our personnel employed under the current circumstances. Due to the nature of remote work, you may hear background noise during customer service calls. We have ensured full confidentiality of customer data and a high level of data security.

2.3 How can I get service if I cannot contact DNA’s customer service by phone?

You can also use DNA’s My Services self-service or the My DNA mobile app. The My Services self-service can be found at dna.fi, and the My DNA (Oma DNA) mobile app is available from Google Play store (Android) or AppStore (iOS).

3.1 Are DNA Stores open normally?

Most DNA Stores are currently open normally, but exceptions in the opening hours of shopping centres may result in charges in the opening hours of DNA Stores.

Please do not visit DNA Stores if you have flu symptoms.

3.2 How is hygiene ensured at DNA Stores?

At DNA, the health of our employees and customers is our top priority and we have taken several precautions in addition to placing increased focus on cleaning. All demonstration devices have been removed from display at DNA Stores. Devices may be demonstrated at the request of customers and cleaned carefully after the demonstration. We accept payment by card only.

We have also supplied our stores with UV disinfection equipment. The equipment are used to disinfect customer devices in order to ensure their safe handling.

3.3 Have DNA Stores taken other precautions?

When queueing to DNA Stores located in shopping centres, we ask that customers queue outside the store. Customers are notified of the precautions taken at DNA Stores with announcements displayed at the stores. We are continuously monitoring new official guidelines and will take further action as needed.

3.4 Are DNA Stores and service points capable of assisting with repairing devices?

We will continue to help customers in problems related to devices at all our stores. As our stores do not possess the capacity for actual repairs, possible measures are limited to solving software-related problems. In many cases, however, help can be arranged and the device fixed without a need to send it out for repairs.

3.5 Can customers continue to bring devices in for repairs in person?

Devices can still be brought in to our stores, from where they are delivered to official repair services.

3.6 Can I send a device in by mail if I am unable to visit a store in person?

Devices can also be mailed to our repair services. For instructions (in Finnish), visit the DNA Support Forum at https://www.dna.fi/tuki-huolto. Before mailing in your device, we recommend that you call the manufacturer’s support hotline as in many cases, the problem can be solved with the help of an expert over the phone, avoiding unnecessary effort.

3.7 How quickly can devices be repaired compared to normal conditions?

As of now, our repair services are not experiencing delays caused by COVID-19. The situation may change suddenly due to cases of illness or quarantines, for example.

3.8 If my digital device breaks down while in isolation, is my digital life over?

We will do our best to ensure that this does not happen. We will maintain our readiness to assist with repairs of devices and, as mentioned, phone manufacturers’ support hotlines will also provide assistance. Our customer service channels and DNA Stores will assist in problems with DNA’s own equipment (such as broadband modems).

4.1 How does DNA ensure the operational reliability and security of maintenance and supply of its networks?

DNA has a separate contingency plan to secure the continuity of its business. Due to the coronavirus, management and monitoring of networks at DNA has been physically decentralised to different locations to ensure operational reliability even if the epidemic worsens. Operation employees have been instructed to work remotely to avoid infecting each other. Network management, maintenance and operation can largely be implemented via a remote connection. No impacts on the production of continuous services are currently expected.

4.2 How will DNA’s technicians work during the COVID-19 epidemic? Will technicians visit customers in the event of network problems?

DNA’s and its partners’ technicians will check before entering the premises whether the customer is quarantined or diagnosed with the coronavirus. If this the case, the visit is cancelled. Technicians also have separate instructions for visiting customers who belong to an at-risk group.

5.1 Can DNA’s networks withstand the increased traffic due to the coronavirus situation?

Yes they can. Usually, the most data is used in the evenings, between about 8 and 10 pm. However, the increase in data volumes seen now has occurred at other times, or more evenly throughout the day. Plenty of capacity has been reserved in DNA’s network, as determinations of capacity are always done according to the most congested peak times. DNA’s networks have already been prepared for the predicted growth in data volumes over the next few years, so the increase in usage now will not cause an overload.

5.2 Can the increased volume of calls put enough strain on the server to cause congestion?

Plenty of capacity has been reserved in DNA’s network for phone traffic, as determinations of capacity are always cross-checked and measured according to the most congested peak times. DNA’s phone network is also protected from overload, and the first effect of congestion visible to customers would be that the call attempt would fail.

5.3 How much increase in the volume of data are DNA’s servers capable of handling?

The mobile network transmits most data used by DNA’s customers, and the network’s capacity is in the form of a shared resource that is used jointly by subscribers located in a given area. So far, increased usage has taken place mainly during the workday at times when the network has had a high volume of available capacity. This is because the “normal” peak hours are between 8 pm to 10 pm.

6.1 How much has mobile data usage grown since mid-March from normal levels?

Depending on the time of day, the volumes of both mobile data and fixed network data have increased by tens of percent. Our networks have plenty of capacity for spikes in usages and will handle the increased traffic.

6.2 How much has the number of calls increased compared to normal?

Depending on the time of day, call volumes have increased by tens of percent. Our networks have plenty of capacity for spikes in usages and will handle the increased traffic.