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  • FAQ

    Fixed-term or permanent? 

    Check whether you have a permanent contract or not: this is also specified on your invoice.

    An operator is not allowed to charge anything for the termination of a contract

    • If you have a permanent contract;
    • If your fixed-term contract started at least six months ago.

     

    You have acquired a device by way of a conditional sale?

    Good to know: If you have acquired a free or bargain price device (e.g. a mobile phone or a tablet) from your operator, he can demand an extra compensation. Even if you have signed a permanent contract. Or if you do not cancel the contract before six months have passed.  

    hat extra compensation must not exceed the value stated in a repayment table annexed to the contract. 

    If you look in that table at the month you are in you can see what extra compensation is due.

    After 24 months an operator is not allowed to charge any compensation for the device anymore. 

    More info:

    The basis of the calculation that the operator should have made for you is a monthly depreciation of the device. Each month, until month 24 the same amount should be subtracted from the residual value of that device. 

    We illustrate this below in case of a permanent contract.

    You have entered into a permanent contract. When you signed the contract, you “bought” the device for € 1.

    The repayment table annexed to the contract is shown below:

    Month Residual value Month Residual value
    0 € 240 13 € 110
    1 € 230 14 € 100
    2 € 220 15 € 90
    3 € 210 16 € 80
    4 € 200 17 € 70
    5 € 190 18 € 60
    6 € 180 19 € 50
    7 € 170 20 € 40
    8 € 160 21 € 30
    9 € 150 22 € 20
    10 € 140 23 € 10
    11 € 130 24 € 0
    12      

    You decide to terminate the contract after 8 months: the operator can then ask a compensation of € 160.

    In case of a fixed-term contract your operator has to compare the device's residual value calculated as mentioned above with the remaining subscription fees until the end of the contract (for consumers this does not exceed 2 years).

    If this balance of subscription fees is lower than the value obtained through the monthly depreciation, the operator may charge only the remaining subscription fees and not the entire residual value of the device.

     

    Use of Easy Switch

    Please use the Easy Switch procedure if you want to switch bundles completely.

    The new operator will handle the entire transfer for you!

  • FAQ

    You have an e-mail address without a domain name from your current telecoms operator

    For instance: you have your own domain name (jean@dupont.be) or you use a Gmail, Hotmail, Yahoo... address.

    You can always keep that e-mail address.

     

    You have an e-mail address with a domain name from your current telecoms operator

    For instance: jean.dupont@skynet.be, jean.dupont@telenet.be...

    You can keep that e-mail address for 18 months. This service is free but you have to request it before the end of your subscription. During that period, you can share your new e-mail address with your contacts. Your operator must offer you one of the following options:

    •    Keep on using your previous e-mail address for 18 months.
    •    Immediately close your previous e-mail address and forward the e-mails sent to the previous address to the new one for 18 months.

    After this 18-month period, the operator may offer the possibility to keep these facilities, but upon your request and against payment. 
     

  • Contract Summary
    Pages
    The consumer (or any company or non-profit organisation which does not exceed the yearly average of 49 employees) must receive a summary of the contract at the latest before the conclusion of the contract.

  • "Price" studies
    Pages
    Once or twice a year, BIPT paints a “picture” of the applicable rates on the residential market for electronic communications services. Each year since 2012, BIPT carries out a comparative price study of telecommunications products in Belgium, France, Germany, the Netherlands and the United Kingdom. Since 2012, BIPT has a thorough survey carried out about the perception of consumers on the functioning of the electronic communications market in Belgium.

  • More clarity on unlimited surfing
    Publications › Press release -
    The BIPT has published guidelines to clarify the use of the term “unlimited internet”

  • Communication of 21 February 2022 regarding Guidelines for the provision of “unlimited” Internet
    Publications › Communication -
    The BIPT is publishing guidelines to throw some light on the use of the term “unlimited Internet”.

  • Belgium 2022-2
    Publications › Microphone & in-ear system frequencies -
    List of frequencies allowed for microphones and in-ear systems - For use throughout Belgium.

  • Consumption management
    Pages
    In fixed telephony, you generally pay a subscription to the operator's network as well as national (fixed and mobile) and international calls, either during fixed or peak hours. In mobile telephony, you can use a prepaid card, pay a flat rate or pay only for calls actually made. We invite you to find out about your real consumption profile available on the customer area that your operator makes available to its subscribers on its website and to use it manually or automatically in www.meilleurtarif.be, our price comparison tool.

  • Cancelling the contract
    Pages
    Check whether you have a permanent contract or not; this is also specified on your invoice. If you have acquired a free or bargain price appliance from your operator, he can demand an extra compensation.

  • The BIPT and the Centre for Cybersecurity Belgium sound the alarm concerning a fraudulent call plague
    Publications › Press release -
    Since the end of last week, hundreds of thousands of fraudulent phone calls have been detected in our country. Behind calls made from legitimate Belgian phone numbers we often find other foreign numbers. The callers then attempt to fraudulently obtain the personal data of the persons called.
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