Customers first


We strive for the best for our customers, in everything we do. Through our innovative products and our qualitative customer services, we want to respond to our customers’ expectations, offering them the best possible experience in the digital world: access to a Giga speed network with high data volumes, access to qualitative entertainment for consumers and access to performant and secure solutions for businesses.


Memorable customer experiences

We are committed to offer our customers innovative products and qualitative services. Every day we are in touch with them, at work and at home, ensuring they can enjoy their private and professional life at the fullest, without worrying about their technology infrastructure or their connectivity. Providing our customers with an ideal digital experience is our top priority. 


Through the Digital Acceleration program, the Telenet Business department has the ambition to speed up the adoption of digital technologies by small and medium entrepreneurs.

The online matchmaking platform, connects entrepreneurs with experts in digital marketing, social media, ecommerce and online security. By accelerating local entrepreneurs in the digital age, we help grow their business.


Qualitative Customer Care Services

We always strive to be close to our customers and actively guide them towards the best possible experience in the digital world.


We offer our customers a warm and high-quality care service through various channels – telephone, internet, email and social media – trying to answer their questions and providing them with extra product information and useful guidance on how to get out most out of our products and services. Through our social media channels, we engage in a real customer dialogue and through our broad network of Telenet and BASE shops across Belgium, we are literally close to our customers offering them best-in-class support and advice


A trusted relationship

We are committed to a long-lasting trusted relationship with our customers, built on open communications and transparency.

Transparent pricing policy

We strive to transparently show our prices and any other costs both on our websites and in our promotions or advertisements. We communicate one-off costs for activation or installation as clearly as possible. A transparent invoice that clearly lists all details is a must. Learn more about the pricing policy on the respective product websites: Telenet/BASE.

Privacy policy

We attach great importance to the privacy of our customers. We want to inform our customers and users of our services and websites as much as possible about what happens with their data. And we want to give them as much as control as possible. Our updated privacy policy can be found on the respective websites: Telenet / BASE.

Responsible disclosure policy

At Telenet we place great importance on the security of our systems and data. Despite the measures we take to optimize our security, it is nevertheless possible that something will slip through the net. Should you discover a security problem, we have a system in place for you to report it to us in a responsible way. We are happy to have your help to improve our systems and protect our customers even better.


You can contact us via this application form. All terms and conditions can be found in our Responsible Disclosure Policy.


Do not use this form for queries about...

  • your password, PIN codes, number blocking, etc.
  • viruses, phishing, spam, fraud or unsolicited calls
  • how our services work or your bill

Please contact customer service for these types of queries, via the following link