Frequently asked questions
How do I complain?
Contact the operator you consider responsible. If the operator advises you to complain to a reseller but that complaint does not yield results, you can again contact the operator with whom you have the subscription. The operator is responsible for the services they bill you for, even if they are sold by resellers. If the...
Can I cancel the contract due to changes in the channel offering?
If you have a contract with a binding period, you should first check what is stated in your contract. Look for text that deals with changes in channel and program offerings. There are mainly three things that are important for canceling a contract: The operator must be able to show that there is a valid...
How do I troubleshoot a service or hardware?
Depending on whether the fault lies in the service or the hardware, there are different ways to troubleshoot. Contact your operator for support if you have disruptions with your broadband or telephony. They can inform you if there are disruptions causing the internet to be down or if there are other known interruptions or disturbances...
How long can it take before a fault is resolved?
The operator is obliged to rectify a fault within a “reasonable time” from the day you reported the fault to the operator. Consideration should be given to your need for a functioning service. The operator is essentially obliged to immediately address the problem after you complain, and reasonable time is calculated based on what is...
What are my rights in case of faults or service interruptions?
If there is a fault in your service, you may be entitled to several different things. Also, see what rights you have according to your agreement. You may have the right to: Demand that the fault be rectified, if it does not entail unreasonable cost or inconvenience for the operator. This should be done at...
The provider has sent an invoice for sending out a technician – are they allowed to do that?
If you have reported a fault and it turns out to be due to something on your part, for example, if there is a fault with your private equipment, the operator may charge you for sending out a technician. To have the right to charge you such a cost, the operator should inform you of...
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Fault or disruption on a tv subscription
- What issues can I complain about?
- Fault or disruption
- Do you have issues with terrestrial TV reception?