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  • FAQ

    Where there is a continuous or regular significant difference between the actual speeds of the Internet access service and the speeds specified by the ISP in the contract.

     

    1. If that is the case, then the ISP should basically take actions to reach the promised level. If these actions do not solve the problem, then you are entitled to other contractual remedial measures, such as compensation for the damage and/or the dissolution of the contract.
    2. Secondly, if you do not achieve a satisfactory result with the operator, you can also contact the Office of the Ombudsman for Telecommunications, which will mediate free of charge in order to reach an amicable settlement of the dispute.
    3. In a third instance (or immediately after a prior written notice of the operator), the court can issue a binding ruling on the non-compliance with the contract.

  • FAQ

    How to accurately measure the actual speed?

    There are speed tests (either from third parties or from operators) to measure the ISPs’ actual speeds. Examples are: 

    You will find several others on the Internet. 

    Once you have selected one, it is in your interest to obtain as accurate as possible evidence of the inadequate speed. 

    The following conditions have a positive effect on the accuracy of the measurements:  

    1. always use the same speed test (this avoids deviations caused by other speed tests); 
    2. establish a fixed connection between the measuring device (laptop) and the modem (this avoids a speed that is too low due to the use of Wi-Fi restricted by walls or other electrical equipment);
    3. make sure that other persons in the household do not use the Internet at the time of measurement (they also take up capacity that cannot then be used for the measurement and thus reduces the result of the measurement);
    4. close all other programs (browser, gaming, music) on the measuring device (laptop) (even those programs use capacity which causes the measurement result to be too low);
    5. measure your speed between 7 p.m. and 9 p.m. several times and for several days (to prove continuous or frequent inadequate speed);
    6. take screenshots of all measurements and save them along with the date and time of each measurement.

    The BIPT emphasises that even with all these tips in mind, there are still the limitations of the measuring device itself. For example, to measure a speed of 1 Gbps, the laptop must have a network card capable of achieving a speed of 1 Gbps. With more modern and/or expensive laptops, this is often possible already, but with older and/or cheaper models this may not be the case.

  • FAQ

    Find out first what speed your operator promised you in your contract

    Do not assume that you will get the speeds the operators advertise in their advertisements.

    Fixed Internet service providers (ISPs) have to mention the minimum, maximum and generally available speeds in their contracts and on their websites as well. 

    A BIPT Decision defines how these values have to be interpreted concretely, taking into account the set-up of networks in Belgium:

    • “the minimum speed” shall be understood as the value of the speed the access provider will never drop below, unless there is an interruption of service;
    • “generally available speed” shall be understood as the value of the speed that an end-user would expect to obtain for most of the time when accessing the service (i.e. for at least 95% of the time);
    • "maximum speed" shall be understood as the value of the speed which the user may expect at certain times, in principle at least once per 24-hour period. 

    The actual speeds shall be between the minimum and maximum speeds and preferably as close as possible to the generally available speed.

  • FAQ

    PLEASE NOTE THAT:

    • Persons finding themselves in one of the situations below and that applied for the social discount (old social rate) before 01/03/2024 can continue to enjoy this discount, with a few exceptions laid down in legislation. From 01 March 2024  you may be eligible for the social Internet offer if you meet the conditions; 
    • In one and the same household only one person can benefit from either the social discount (old social tariff) or from the social Internet subscription.

    First situation: Persons older than 65

    Summary of the conditions

    Be older than 65:

    In that case two additional conditions have to be met:

    1. Live alone or live together with one or more persons older than 60. In addition it is allowed to live together with one’s children or grandchildren. In that case the grandchildren have to be orphans who have lost both of their parents or who have been entrusted to their grandparents by a court ruling.                
    2. Have a gross taxable income for the entire household that does not exceed the cap set by the RIZIV/INAMI to be eligible for the increased financial intervention for health care.

    Second situation: disability

    Summary of the conditions

    Have a disability of at least 66%: be recognised as a person disabled or unable to work for more than 66% by an administrative or court ruling, be recognised by the FPS Social Security as a person disabled for more than 66% or as a person whose self-reliance is diminished by at least 9 points, or be recognised by the sickness insurance agency to be invalid for more than 66%.

    In that case three additional conditions have to be met:

    1. be older than 18 AND
    2. live alone
      or live together
           -    with maximum two persons
          -    or with relatives or in-laws of the first or second degree (parents, children, grandparents, grandchildren, brothers, sisters, stepparents, stepchildren) AND
    3. have a gross taxable income for the entire household that does not exceed the cap set by the RIZIV/INAMI to be eligible for the increased financial intervention for health care.

    Third situation: guaranteed minimum income

    Summary of the conditions

    Receive a guaranteed minimum income pursuant to the Act of 26 May 2002 on the right to social integration.

    Fourth situation: hearing loss

    Summary of the conditions

    Suffer from at least 70 dB hearing loss in the best ear or live together with a child or grandchild that suffers from at least 70 dB hearing loss in the best ear.

    Fifth situation: laryngectomy

    Summary of the conditions

    Having undergone a laryngectomy or live together with a child or grandchild that has undergone a laryngectomy.

    Sixth situation: military war-blinded

    Summary of the conditions

    Be a military person who has been blinded in war.

  • FAQ

    Per household only one social discount/social Internet offer can be used.

    As long as you benefit from the social discount on your telecom bill, your family member is not eligible for the social Internet offer.

    So check, before changing, if the social internet offer corresponds to the needs of your household.

  • FAQ

    You may be eligible for the social Internet offer.

    You do not meet the granting conditions or the social Internet offer does not appeal to you?
    Go to besttariff.be, the government’s telecom tariff comparison tool, and find the telecom tariff plan that does meet your needs, which may be cheaper for you. All telecom tariff plans available on the market are listed there, ranging from inexpensive to more expensive.

  • FAQ

    No, even if your personal situation has not changed in any other aspect, it becomes impossible after 1 March 2024 to get a social discount on your new tariff plan, if the subscription which the social discount applies to is cancelled to switch to another tariff plan - whether the operator is the same or not.

    If you meet the conditions to be granted the social Internet offer, you can apply for it to a provider.

    You do not meet the granting conditions or the social Internet offer does not appeal to you?
    Go to besttariff.be, the government’s telecom tariff comparison tool, and find the telecom tariff plan that does meet your needs, which may be cheaper for you. All telecom tariff plans available on the market are listed there, ranging from inexpensive to more expensive.

  • FAQ

    No, even if your personal situation has not changed in any other aspect, the “old” social tariff stops if the address where the fixed Internet is provided changes because of a move.

    If you meet the conditions  to be granted the social Internet offer, you can apply for it to a provider.

    You do not meet the granting conditions or the social Internet offer does not appeal to you?
    Go to besttariff.be, the government’s telecom tariff comparison tool, and find the telecom tariff plan that does meet your needs, which may be cheaper for you. All telecom tariff plans available on the market are listed there, ranging from inexpensive to more expensive.

  • FAQ

    That is possible.

    If you think you meet the conditions applicable to the social Internet offer:

    1. you should check whether the characteristics of your operator’s (or another operator’s) social Internet offer for fixed Internet meet your needs;
    2. if that is the case, you choose a provider of the social Internet offer to apply to;
    3. The latter will forward your application to the FPS Economy, which will check the granting conditions.

    Mind you, after you have cancelled the subscription on which the social discount was granted (“old” social tariff), you lose that discount forever. After 1 March 2024 only applications for the social Internet offer can be submitted.

  • FAQ

    No, you cannot make use of both formulas at the same time.

    Those who want to benefit from the new social Internet offer:

    • have to meet the specific conditions applicable to the social Internet offer.
      Mind you, those conditions are different from the conditions that apply to the social discount on the telecom bill, which could be applied for up to 1 March 2024 (“old” social tariff);
    • do not already have an “old” social tariff within the family.

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