My phone or internet is down: do I get compensation in Belgium?
Since 1 November 2024, if your internet or fixed or mobile phone service is fully down for at least 8 hours in a row, your operator owes you compensation: from €1, rising each further day, or 1/30 of your monthly fee if higher.
When your line is down, your provider has to repair it. In some countries you get compensation if a fault is not fixed in time; what applies in Belgium, and what it means for emergency calls, is below.
📜 The rules in Belgium
Compensation
After 8 hours at least €1, rising each further day by €1 plus €0.50 per day of outage; at least 1/30 of the monthly fee if higher. Paid automatically, except prepaid.
Emergency calls
Calls to the emergency numbers 112, 100 and 101 are free and your location is passed on automatically. Some internet calling services may not reach them. Deaf or speech-impaired people can request a special SMS number from feedbacksms@ibz.fgov.be.
The details
- You do not need to apply, except with a prepaid card (give your address). Do report the outage: the operator must determine the duration and offer compensation, and the 8 hours count from when it knows. (bipt.be)
- The outage must happen at your home address for fixed services, or in the zone of your billing address for mobile. The operator may offer compensation in kind of at least the same value; you may choose money instead. (bipt.be)
- Outages caused by planned works also count, if they last at least 8 hours. (bipt.be)
- No compensation is due in case of force majeure or if you caused the outage yourself. The amounts are indexed every year to the consumer price index. (ejustice.just.fgov.be)
Belgisch Instituut voor postdiensten en telecommunicatie (BIPT)
Telecom regulator: explains your rights and runs the official tariff comparator Bestetarief.be. Sends disputes with your operator to the Ombudsdienst.
Ombudsdienst voor telecommunicatie
Free mediation when your operator gave you no solution or no satisfying answer. Written complaints only; you can phone for advice.
🪜 Step by step
- Report the fault right awayCall or use the provider’s fault service, and note the date, time and reference number.
- Keep a recordWrite down how long the service is down and what you could not do.
- Ask for compensation or a refundIf the fault is not fixed in time, ask in writing for the compensation or price reduction that applies.
- Escalate if neededIf the provider refuses, complain in writing and then go to the dispute body.
📇 Who to contact
❓ Questions
Can I still call emergency services during an outage?
Emergency calls from a mobile phone usually go through any available network. If your phone cannot connect, ask someone nearby to call.
Is a short outage compensated?
Usually only longer faults or missed repair appointments are. The rule for Belgium, if there is one, is on this page.
What if the faults keep coming back?
Repeated faults can give you the right to a lower price or to end the contract. Ask the regulator or the dispute body.
📎 Sources
- bipt.be →
- bipt.be →
- ejustice.just.fgov.be →
- bipt.be →
- ombudsmantelecom.be →
- bipt.be →
- bipt.be →
- ombudsmantelecom.be →
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