General terms & conditions

General Terms and Conditions of the DIGI services

These General Terms and Conditions (hereinafter referred to as the “General Terms and Conditions”) apply to all contractual relationships between the Customer and DIGI Communications Belgium nv, established at Gasthuisstraat 31, 1000 Brussels, and registered with the Crossroad Bank for Enterprises under number 0803.299.956 (hereinafter referred to as “DIGI”).

In addition, each product and Service may be subject to specific terms and conditions containing provisions that are specific to the relevant product of Service (hereinafter referred to as the “Specific Terms and Conditions”). When a Customer subscribes to multiple products or Services, the Specific Terms and Conditions applicable to each of them form an integral part of the corresponding Contract.

In the event of any conflict or inconsistency between the documents forming part of the Contract, the following order of precedence applies, in descending order of priority: (i) the confirmation email, (ii) the Specific Terms and Conditions of the Service, (iii) the General Terms and Conditions.

All communications exchanged prior to the conclusion of the Contract are fully replaced by the Contract itself. Any amendment to the Contract will only be valid if confirmed in writing by DIGI.

The version of the General Terms and Conditions available on the Website is the only valid version.

These General Terms and Conditions remain applicable for the entire duration of the Contract.

1. Definitions

For the purpose of these General Terms and Conditions, the following definitions apply:

Activation: The commissioning of a Service for which Activation is required.
Connection: The Connection of the Customer to DIGI’s distribution network.
Contract: The set of rights and obligations between the Customer and DIGI, as set out in the subscription Contract(s), the General Terms and Conditions and the Specific Terms and Conditions.
Customer: Any person who is bound to DIGI by a Contract, or who has submitted a subscription request to DIGI.
Equipment: The Equipment required for the Installation of certain Services (such as a Wi-Fi router, Wi-Fi booster, etc.), which is made available by DIGI to the Customer and remains the property of DIGI.
Installation: The initial Installation of the Equipment at the Customer’s premises.
Interior Installation: All movable and immovable items owned by the Customer and located on the Customer side of the Supply Point, such as power sockets, internal cabling and end Equipment, which are necessary for the use of the Services.
Linkage: The installation of ducts, devices, delivery points and accessories owned by DIGI that are required to connect the Customer’s Interior Installation to DIGI’s network and, where applicable, to install and activate the Services.
Option: An additional Service linked to internet, landline or mobile Services, which can only be subscribed to in combination with the corresponding main Service.
Own Modem: Connection Equipment selected and supplied by the Customer, which does not form part of the Equipment provided by DIGI. The Own Modem must comply with DIGI’s technical specifications, meet applicable safety standards, be regularly updated and must not interfere with the proper functioning of the network.
Service: All goods and Services provided by DIGI to the Customer in execution of the Contract.
Supply Point: The interface between the Customer’s internal system and DIGI’s distribution network.
Website: DIGI’s Website: digi-belgium.be.

2. Main services offered by DIGI

DIGI provides the following main Services:

Internet
Mobile telephony
Fixed telephony

The DIGI Services are not yet available everywhere in Belgium. You can easily check whether these Services are available at your address by visiting our Website.

DIGI’s Services and related content are intended exclusively for personal and private use. The Customer acknowledges that they may not share, distribute or copy the Services of their content for third parties.

All software applications made available by DIGI (such as MyDIGI) are protected by intellectual property laws. The Customer undertakes to use these applications solely in accordance with their intended purpose and to refrain from copying, modifying or distributing them, except where this is necessary to create a backup.

3. Provisions relating to the Linkage and to the Equipment

3.1. Interior Installation

The Customer’s Interior Installation must comply with all applicable safety regulations, technical standards and legal requirements.

The Customer is solely responsible for ensuring that their Internal Installation is compatible with DIGI’s Services.

If the Customer becomes aware, or is informed by DIGI, that any element of the Interior Installation interferes or disrupts the use of the DIGI network, the Customer must immediately disconnect such element. Under no circumstances is DIGI required to restore the Customer’s Interior Installation to its original condition.

3.2. Connection - Installation - Activation

The Connection, Installation, and Activation of the Services may only be carried out by DIGI. Except in cases of force majeure, Installation will be completed within a maximum of thirty (30) days after the subscription request, provided that the Customer has a functional Linkage to DIGI’s distribution network.

All work carried out by DIGI at the Customer’s premises must be possible without the technician having to move furniture or disassemble items. DIGI will take all reasonable care to perform the Installation without causing damage. DIGI cannot, however, be held liable for any material, aesthetic, or other damage resulting from such work, except in cases of intentional damage or gross negligence by DIGI technicians. DIGI is under no obligation to restore the premises to their original state.

If the Customer chooses to use their Own Modem, they are fully responsible for its Installation and all consequences arising from its use. The use of an Own Modem is subject to the following conditions:

The Own Modem must comply with the technical specifications published and regularly updated by DIGI on the Website under “Installation and Activation”.
If the Own Modem does not meet these specifications, DIGI cannot guarantee that the Services will function correctly or comply with applicable regulations.
The Customer is solely responsible for installing and updating their Own Modem in accordance with the required procedures.
DIGI cannot guarantee the security, data protection, or privacy of the Customer’s home network when using an Own Modem. The Customer is solely responsible for the proper functioning and security of their Own Modem.
The Customer is liable for any damage caused by the Installation or use of an Own Modem.
The Customer agrees to reinstall DIGI’s Equipment upon DIGI’s request, for example in case of malfunctions, Service interruptions, or to ensure network security.
To ensure the proper functioning and security of DIGI’s network and end-users’ private networks, DIGI reserves the right to refuse Equipment that does not meet technical requirements or to take measures if an Own Modem is clearly outdated or insufficiently updated.
DIGI reserves the right to suspend the Services if the Own Modem causes disruptions to other users or does not meet technical requirements. DIGI cannot be held liable for the consequences of such suspension.
DIGI cannot be held liable for any damage resulting from the use of an Own Modem. If an Own Modem causes damage to the network or other users, the Customer may be held responsible for all resulting damage.

3.3. Equipments

In order to provide certain Services, DIGI will provide the Equipment described in the Contract. This Equipment is either provided free of charge as part of the subscribed Service or made available against payment of a rental fee, as specified in the Contract. In the event of suspension of the Services, any rental fees for the Equipment shall remain due.

The Equipment remains the exclusive property of DIGI and shall not be alienable or subject to seizure. The Equipment is made available exclusively for personal and private use and may only be used in accordance with its intended purpose. The Customer is not permitted to sell, transfer, rent or make the Equipment available to third parties in any form whatsoever.

The Customer remains responsible for the Equipment throughout the entire duration of the Contract and, after its termination, until the Equipment has been effectively returned to DIGI. The Customer undertakes to treat the Equipment with due care, acting as a prudent and reasonable person, and to ensure its proper preservation. In this context, the Customer shall ensure that the Equipment is adequately insured, in particular against theft and damage caused by force majeure or adverse weather conditions.

The Customer is not permitted to carry out any technical modifications to the Equipment, nor to dismantle, convert or alter it in any way. If the Equipment needs to be replaced or updated, DIGI will provide the Customer with new Equipment or with clear instructions for performing the update. The Customer must strictly comply with these instructions.

Where the Customer uses their Own Modem, they may disconnect the Equipment provided by DIGI. However, the Customer must keep this Equipment in their possession or under their exclusive control at the place of Installation, so that it can be reconnected in the event of issues and/or returned upon termination of the Service.

In the event of seizure or any claim by a third party to rights in the Equipment, the Customer is required to oppose such action and to inform DIGI immediately. In the event of loss, theft or damage to the Equipment, the Customer must notify DIGI within forty-eight (48) hours.

DIGI will be responsible for repairs to the Equipment, except where such repairs are required as a result of negligence, fault, improper use, or an intentional or fraudulent act by the Customer. In such cases, DIGI shall determine, at its sole discretion, the measures to be taken. Where repair or replacement is at the Customer’s expense, the corresponding costs shall be invoiced and a fixed compensation may be charged in accordance with the applicable tariffs. DIGI shall not, under any circumstances, be liable for the loss of data stored by the Customer on the Equipment. In all such circumstances, the Customer remains bound to comply with their contractual obligations.

The Equipment made available by DIGI must be returned no later than fifteen (15) days after the end date of the relevant Subscription Contract to the location(s) designated by DIGI. DIGI shall determine the method of return and may choose to collect the Equipment at the Customer’s premises or to inform the Customer of the address to which the Equipment must be sent.

If the Equipment is not returned within this period, a fixed compensation shall be charged to the Customer in accordance with the applicable tariffs. In such case, any deposit paid by the Customer shall be retained by DIGI, in whole or in part, as compensation for this fixed amount.

4. Conclusion of the Contract and Entry into effect

Before an application for one or more Services is accepted, DIGI may request additional information necessary for the proper performance of the Contract. The Customer is solely responsible for the accuracy and completeness of the information provided to DIGI and undertakes to inform DIGI of any changes thereto.

DIGI reserves the right to refuse the provision of a Service or to limit access to certain Services, in particular in the following cases:

The Customer does not provide the requested information or the information provided is inaccurate or incomplete.
The Customer does not comply with the contractual obligations or did not meet their obligations under previous Contracts.
Technical reasons prevent the provision of one or more Services, including limitations related to the Customer’s infrastructure.
The Customer’s behaviour makes a safe Installation by a technician impossible.
There is a suspicion of fraud or serious doubts regarding the Customer’s identity or solvency.
The Customer resides abroad or has a billing address abroad.

In the event of a Service limitation, the Customer will not have access to certain third-party paid services or to out-of-bundle usage. Access to mobile Services and Internet will be limited to emergency numbers.

For the Installation, it may be necessary to schedule an appointment with a technician.

Unless otherwise stipulated, the Contract enters into force on the day DIGI accepts the Customer’s registered order. In any event, the use of the Service and/or the payment of any invoice implies, by operation of law, the full and unconditional acceptance of the General Terms and Conditions of the Contract.

When the Customer provides his details to DIGI, he accepts that DIGI may use these details to contact him via one or more communication channels regarding any information related to the Contract (such as changes to the Contract, indexation, invoicing, etc.). Any notification sent by DIGI via such channels shall be deemed valid, sufficient and individually delivered.

The Customer undertakes to inform DIGI immediately of any changes to his details and bears full responsibility in this respect.

5. Term and Cancellation of the Contract

5.1. Term

The Contract is concluded for an initial term of one (1) month. After this period, the Contract is automatically renewed for an indefinite duration, unless it is cancelled in accordance with the provisions of these Terms and Conditions.

5.2. Cancellation by the Customer

The Customer may terminate the Contract at any time, without having to provide a specific reason.

Termination may be requested by:

completing the withdrawal form on the Website;
sending a standard or registered letter to the following address: Gasthuisstraat 31, 1000 Brussels;
contacting DIGI by telephone at 02 870 41 41;
sending an email to care@digi-belgium.be.

DIGI will make every reasonable effort to terminate the Service on the date chosen by the Customer or, where possible, immediately, taking into account any technical constraints. The Customer will receive written confirmation (by email) of the termination and the effective end date of the Contract.

5.3. Restriction - Suspension - Cancellation by DIGI

If the Customer subscribes to one or more Services requiring Installation and does not proceed with such Installation within ninety (90) days following the subscription, or if the SIM card or eSIM linked to a Mobile Telephony Service is not activated within ninety (90) days after receipt, the Contract will be automatically cancelled.

In the event of non-compliance by the Customer with their contractual obligations (excluding payment obligations), such as abnormal, unauthorised or presumed fraudulent use of the Services or Equipment, aggressive behaviour towards DIGI staff, failure to comply with health or safety measures during a technician appointment, or any threat to their safety, DIGI reserves the right to terminate the Contract at any time without prior notice of default by means of a simple written notification. This is without prejudice to DIGI’s right to invoice any excess usage and to claim compensation for any damage suffered.

If the Customer fails to comply with the payment obligations under the Contract, DIGI will send the Customer two (2) free notifications by email and/or SMS warning of the risk of restriction or suspension of the Services. If the Customer fails to pay the full outstanding amount within the period specified in the notification, does not submit a valid dispute of the outstanding balance, and does not request a payment plan, DIGI may restrict or suspend the Services. During the period of restriction or suspension, the Customer shall remain liable only for the costs directly related to the Services actually provided.

If the Customer settles the outstanding balance during the restriction or suspension period, DIGI will reactivate the Services within twenty-four (24) hours after receipt of payment. DIGI reserves the right to charge a reactivation fee of up to thirty €30 VAT included.

If the outstanding balance is not settled, the Customer will receive an additional notification informing him that the Contract may be terminated. If, after the fourth reminder, the Customer has still not paid the full outstanding amount, DIGI will be entitled to terminate the Contract without prior notice and without any compensation being due.

Without prejudice to the foregoing, DIGI also reserves the right to terminate an open-ended Subscription Contract at any time by registered letter, ordinary letter or email addressed to the Customer, subject to a notice period of thirty (30) days commencing on the first day following the notification.

5.4. Moving

If the Customer moves, they must inform DIGI by phone, email, or via the Website.

The Internet and Fixed Telephony Services may be transferred to the Customer’s new address, provided this is technically feasible and the Customer has fulfilled all payment obligations. DIGI will make every reasonable effort to ensure the continuity of the Services at the new address.

If a technician is required to carry out the transfer on site, DIGI reserves the right to charge a fixed fee of €45 including VAT.

If certain Services cannot be transferred to the new address for technical reasons, DIGI shall not be liable for any compensation.

If the Customer leaves their address without submitting a request to terminate or transfer the Contract, the Contract will remain active and the Customer will remain bound by all contractual obligations, including the payment of outstanding invoices.

In the event of a modification or transfer of a subscription, the Activation date shall be the date specified in the Special Terms and Conditions applicable to the relevant Service.

6. Financial conditions

6.1. Payment

DIGI invoices the Services to the Customer on a monthly basis. The subscription fee and any out-of-bundle usage charges are payable from the Activation date of each Service. Unless otherwise stated, the subscription fee applicable is the one in force on the date the Contract enters into effect.

Charges for out-of-bundle uses and for additional Services (such as the Installation) are invoiced separately and in addition to the subscription fee, in accordance with the applicable tariffs.

DIGI may adjust its prices once per year in line with the evolution of the consumer price index. Any indexation shall be calculated using the following formula:

New price = old price x (most recently published consumer price index ÷ consumer price index at the time of the previous price determination)

6.2. Invoicing and Payment Terms

The Specific Terms and Conditions of each Service determine when billing for that Service begins.

The subscription fees for the first month are calculated on a pro rata basis, according to the actual start date of billing for the Service.

Each invoice consists of:

the pro rata subscription fees for the period between the Activation date and the last day of the current month;
the full subscription fee for the following month;
any usage charges incurred during the current period.

Invoices for Services provided by DIGI are sent monthly by email to the Customer. They are also available in the Customer’s personal MyDIGI account.

DIGI offers the Customer the possibility to monitor their current Service usage free of charge via their personal MyDIGI account. DIGI will also send free notifications when the Customer exceeds their bundle. Usage related to roaming Services will be invoiced as soon as DIGI has received the necessary information.

Out-of-bundle usage charges are set by default at €20 incl. VAT for subscriptions concluded after 1 August 2024. The Customer may modify or remove this limit at any time by contacting Customer Service by phone. Once the set limit is reached, DIGI will send a warning notification.

If out-of-bundle usage exceeds €50 VAT included, DIGI reserves the right to restrict or suspend the Service and request immediate payment in order to continue providing the Services. The Customer will be informed by SMS or email once this threshold has been reached. In the absence of payment, access to the Services may be temporarily suspended, except for emergency calls and access to the customer care phone number.

However, DIGI may not always be able to monitor usage in real time, which may result in the invoiced amount exceeding these limits. DIGI may also restrict or suspend Connections for reasons related to the Customer’s solvency. If the monthly usage of the mobile Service is three times higher than the average, DIGI may likewise restrict or suspend the Service.

If the Customer has used third-party services, in particular via premium-rate services such as 0900 numbers, the purchase or service Contract is concluded directly between the Customer and the third party. DIGI acts solely as an intermediary for billing and collecting the amounts due. DIGI assumes no responsibility for the proper performance of the purchase or service Contract. Any complaints must therefore be addressed directly to the third party providing the service.

The monthly statements for such third-party services will, where applicable, include the following mention: “Services provided by third parties – VAT Circular No. E.T.109.696 (AOIF No. 50/2009) of 12/11/2009”, which does not qualify as an invoice for tax purposes. A Customer who requires an invoice for such purchase or service must contact the third party directly.

The Customer may make payments by bank transfer or by direct debit. Payments must be made to the bank account number communicated by DIGI, stating the references indicated on the invoice sent to the Customer.

In the event of partial payment or missing reference, DIGI reserves the right to allocate the payment to any other outstanding invoice. Amounts due to DIGI are payable within fifteen (15) days following the dispatch of each payment request by DIGI or, if the Customer has opted for payment by direct debit, on the date of the first presentation of the relevant direct debit. DIGI expressly reserves the right to allocate payments made by the Customer to settle any debt owed to DIGI.

In the event of refusal of the direct debit by the banking institution, DIGI reserves the right to charge refusal fees of €9 incl. VAT and to deactivate the direct debit.

Unless instructed otherwise, any refund will only be made to the account from which the Customer paid the amounts due to DIGI, provided that this account is registered in the Customer’s name. If this is not the case, DIGI will request the bank account number to which the refund should be made.

In the event of termination of the Contract, billing will be calculated based on the actual usage until the effective termination date, in accordance with the provisions set out in the Specific Terms and Conditions applicable to each Service.

6.3. Delay of payment

In the event of late or non-payment, even partially, on the invoice due date, DIGI may send the Customer a maximum of four (4) payment reminders. The first reminder is free of charge. DIGI reserves the right to charge €10 VAT included for each additional reminder.

For any unpaid amount, default interest shall be due automatically and without prior notice of default, at the applicable statutory interest rate. Any month commenced shall be considered as a full month. The applicable statutory interest rate is available here.

In addition, the Customer shall owe a fixed compensation equal to:

€20 for any outstanding amount up to and including €150;
€30 plus 10% of the amount between €150.01 and €500;
€65 plus 5% of the amount exceeding €500 (up to a maximum of €2,000).

This fixed compensation covers the administrative costs relating to the handling of unpaid invoices, excluding any recovery costs resulting from the intervention of third parties.

If an instalment plan has been agreed, any late payment of an invoice or monthly instalment shall automatically and without prior notice render all amounts owed to DIGI immediately due and payable, including the amounts for which payment facilities had been granted.

If the outstanding amounts remain unpaid after at least two (2) reminders have been sent, DIGI may entrust the recovery to a third party prior to initiating legal proceedings.

In addition to the amounts owed to DIGI, the Customer shall also be liable for the deed and intervention costs charged by such third parties in the context of debt recovery, as well as any advance and/or collection fees. These deeds and interventions (including reminders, notices of default, investigation costs, advance and collection fees, etc.) shall be calculated in accordance with the tariffs laid down in the Royal Decree of 30 November 1976 establishing the rates for actions of bailiffs in civil and commercial cases and for certain allowances.

http://www.ejustice.just.fgov.be

These rates are as follows:

EXCERPTS FROM THE 2025 RATES IN EUROS	Excl. VAT	Incl. VAT
FORMAL NOTICE/REMINDER + STAMP (1) (ART.13,3°, a))	25,77	31,18
MINIMUM COLLECTION FEE (ART. 8)	15,46	18,70

COLLECTION FEE ON ACQUITTANCE (ART. 8)		Excl. VAT	Incl. VAT
Up to € 2.576,91		8%
From € 2.576,92	to € 5.153,81	5%
From € 5.153,82	to € 10.307,62	2%
From € 10.307,63	to € 25.769,05	1%
From € 25.769,06	to € 51.539,10	0,5%
From € 51.539,11	to € 103.076,21	0,25%
From € 103.076,22		0,10%
RESEARCH FEE (art.13.2° b))		15,46	18,70

These rates are indexed annually on 1 January on the basis of the consumer price index.

In the event of judicial recovery of unpaid invoices, the debtor, if unsuccessful in the proceedings, shall also be liable for all court costs, without prejudice to DIGI’s right to claim additional damages, interest or other measures necessary to safeguard its rights and interests.

If DIGI fails to pay amounts owed to the Customer within the agreed term, the Customer shall be entitled to the same default interest.

7. Availabilities of the Services and Maintenance

DIGI shall use all reasonable efforts, in accordance with the Contract, to ensure access to its Services and shall deploy all available means to that end.

However, DIGI provides no express or implied warranty regarding the uninterrupted, timely or error-free operation of the Services, nor regarding their suitability to meet the specific expectations or needs of the Customer. In this respect, DIGI is bound solely by an obligation of best efforts.

DIGI may be required to carry out maintenance or technical interventions that may result in a temporary interruption or limitation of the Services. DIGI shall not be held liable in this regard.

DIGI shall endeavour, insofar as reasonably possible, to perform such maintenance outside peak hours.

8. Statutory Compensation in the Event of Continuous Service Interruption

In the event of a complete Service interruption lasting more than eight (8) consecutive hours as a result of a continuous network unavailability, the Customer may be entitled to a statutory compensation, provided that all applicable legal conditions are met.

This provision applies exclusively to internet Services, mobile telephony and fixed-line telephony.

8.1 Scope

The Customer may claim compensation:

if subscribed to internet and/or fixed-line telephony, where the interruption occurs in the area corresponding to the Installation address of the Service;
if subscribed to mobile telephony, where the interruption occurs in the area corresponding to the billing address.

8.2 Conditions relating to the interruption

The interruption must cumulatively meet the following conditions:

The interruption lasts longer than eight (8) consecutive hours, calculated from the moment DIGI informs the competent authority or a third party issues a first incident report.
The interruption prevents any signal transmission (excluding mere signal disturbance or partial interruptions, which do not qualify for compensation).
The interruption results from a continuous network unavailability preventing network reception at the relevant premises (excluding issues caused by defective modem Equipment, internal wiring or terminal Equipment).
The interruption is caused by a specific incident (excluding lack of network coverage or planned network technology phase-out).
The interruption has a collective impact, meaning that several Customers are affected, except in the event of a material defect affecting the fixed network in relation to fixed internet or fixed telephony.
The interruption is not attributable to any act or omission of the Customer, nor to force majeure.

8.3 Granting of compensation

If the interruption exceeds eight (8) hours, compensation may, depending on the nature of the incident, be granted automatically under the following conditions:

Internet or fixed telephony disruptions resulting from a material defect in the fixed network shall be compensated automatically.
Internet or fixed telephony disruptions resulting from a non-material defect in the fixed network shall be compensated automatically, provided that the Customer has reported the incident and that several Customers are affected.
Mobile telephony disruptions shall be compensated automatically, provided that the Customer has reported the incident and that several Customers are affected.

The Customer must report the incident and/or request compensation within five (5) days following restoration of the Service, by contacting DIGI via email.

8.4 Calculation of compensation

Compensation shall be calculated on the basis of the amount most favourable to the Customer, namely:

€1 for the first sixteen (16) hours following the initial eight (8)-hour interruption period. For each additional twenty-four (24)-hour period, the compensation shall be increased by €1, with an additional €0.50 for each subsequent twenty-four (24)-hour period.
In the case of a subscription: one thirtieth (1/30) of the monthly subscription fee per twenty-four (24) hours of interruption. If the affected Service forms part of a bundle, the monthly fee of the entire bundle shall be taken into account.

8.5 Form of compensation

Compensation shall be granted in the form of a credit note or discount, at DIGI’s discretion. DIGI reserves the right to offer compensation in kind, which the Customer may freely accept or refuse.

8.6 Exclusions

No statutory compensation shall be due, inter alia, in the following cases:

The Customer accepts a technical solution, even if temporary.
The delay between an initially scheduled appointment and a rescheduled appointment is attributable to a request or absence of the Customer.
In the event of force majeure.

9. Liability

9.1. Liability of DIGI

DIGI does not guarantee any minimum quality level of the Services. DIGI may only be held liable if the Customer demonstrates that:

DIGI has committed a serious contractual fault;
there is wilful misconduct on the part of an employee or representative of DIGI;
or DIGI has failed to perform an essential contractual obligation.

In the event of liability, DIGI’s liability shall be limited to the foreseeable, direct and material damage suffered by the Customer. DIGI shall not be liable for indirect or non-material damage. DIGI shall likewise not be liable for interruptions resulting from force majeure (such as natural disasters, strikes, pandemics, etc.), nor for events attributable to the Customer or to a third party.

DIGI’s total liability per claim shall be limited to the amount paid by the Customer for the Services concerned during the twenty-four (24) months preceding the event giving rise to the damage.

9.2. Liability of the Customer

The Customer is responsible for any damage — whether direct or indirect, material or non-material — caused to DIGI or to third parties as a result of the use of the Services.

The Customer undertakes to indemnify and protect DIGI against any claims from third parties arising from a breach of the Contract by the Customer, including but not limited to fraud, misuse of the Services or infringement of intellectual property rights.

The Customer shall ensure that all persons who access the Services through the Customer comply with the provisions of the Contract. The Customer assumes full responsibility in this regard.

The Customer shall use the network exclusively in combination with properly functioning and compatible Equipment. The Customer undertakes not to connect any Equipment or infrastructure other than that provided for or authorised under the Contract. The Customer shall take all reasonable measures to prevent unauthorised access to the Services, including hacking.

The Customer is responsible for any form of fraud relating to the Network, the Connection, the Installation, the Activation and/or the Equipment made available, including but not limited to the unauthorised sharing of the Connection. In the event of such a breach, the Customer shall, without prejudice to DIGI’s right to claim damages and interest, owe a lump-sum compensation of €250 per breach to cover loss of profit, repair costs and other technical and administrative expenses.

The Customer is solely responsible for the confidential and secure use of PIN codes, passwords and other access credentials. The Customer shall take all reasonable measures to prevent misuse, cybercrime and viruses, including by regularly changing passwords in accordance with the security recommendations of SafeOnWeb (www.safeonweb.be/en/use-strong-passwords).

The Customer shall make every effort to keep identification data confidential and waives any right of recourse against DIGI in the event of misuse resulting from a failure to comply with this obligation.

The Customer is responsible for any use of the SIM card or eSIM, including in the event of loss or theft. The Customer undertakes to inform DIGI immediately in the event of loss or theft and to request suspension of the Service. Until such notification and request have been made, the Customer remains bound by all contractual obligations.

10. Assignment, Transfer of Rights and Death of the Customer

The Customer may transfer the rights and obligations arising from the Contract for certain Services to a third party, subject to the prior written approval of DIGI.

If DIGI accepts the transfer, the new holder shall assume all rights and obligations under the Contract, including any outstanding payments and applicable fees. The transfer shall only be valid once both the original Customer and the new holder have duly completed and signed the transfer form made available by DIGI.

In the event of the Customer’s death, the Contract shall remain in force vis-à-vis the estate until it is terminated or transferred to a person residing at the same address as the deceased Customer.

If the beneficiaries notify DIGI in writing of the death and provide supporting documentation, no early termination compensation shall be due.

11. Complaint and intervention by the mediator

11.1. Complaint submitted to DIGI

The Customer may submit a complaint to DIGI:

by e-mail at care@digi-belgium.be;
by phone at 02 870 41 41;
by letter, addressed to the Customer Care department at: DIGI Communications Belgium nv – Gasthuisstraat 31, 1000 Brussels.

For complaints regarding an invoice, the Customer has thirty (30) days from the date the disputed amount is debited from the account or, if not debited, from the date of receipt of the invoice, to formally contest the amount. After this period, the invoice is considered definitively accepted.

Payment of the invoice remains due on the agreed-upon date, unless the complaint has been declared admissible by the mediator in accordance with Article 11.2 of these Terms and Conditions.

In the event of a Service suspension, the Customer has five (5) calendar days from the date of suspension to submit a complaint. If the complaint is not submitted within this period, the Customer may not claim any compensation from DIGI for the suspension.

11.2. Complaint submitted to the Mediation Service

If the Customer remains dissatisfied with how DIGI has handled a submitted complaint, the matter can be referred to the Telecommunications Mediation Service, an independent body established by law under the Belgian Institute for Postal Services and Telecommunications (BIPT):

Address: Ellipse Building, Koning Albert II 8 box 3, 1000 Brussels
Phone: 02 223 09 09
Fax: 02 219 86 59
By appointment only, during office hours (9:00 – 17:00)
Online via the forms at: ombudsmantelecom.be

The Mediation Service operates completely independently and receives no instructions from DIGI or any other telecom provider.

A complaint will only be accepted by the Mediation Service if the Customer has first taken steps with DIGI. All complaints must be submitted in Dutch, French, German, or English.

12. Proof

All requests made by the Customer to DIGI, such as subscribing to a Service, activating an Option, or modifying a Service, are recorded and stored by DIGI in its computer system. The Customer acknowledges that these digital records constitute official proof of the requests submitted to DIGI.

13. Data processing

To provide the Services and properly execute the Contract, DIGI collects certain personal data from the Customer, including name, address, email address, date of birth, phone numbers, domicile address, nationality, and identification details for itsme®. DIGI also stores information about the Customer’s subscription and the Options they have chosen. In case of an operator change, DIGI retains the Customer’s Easy Switch number and the phone numbers to be transferred.

To ensure payment of the Services, DIGI records billing and payment information, such as the Customer’s bank account or direct debit details, including payment history. If the Customer creates a personal account, DIGI registers the account identification details and chosen password. DIGI also keeps track of all interactions relevant to the execution of the Contract, including calls to the helpdesk, technician visits, sent letters, and the exchange of emails or electronic messages.

In addition, DIGI collects and processes data regarding the Customer’s use of the Services and Equipment, including:

Technical details of the provided Equipment and SIM cards (such as IMSI and ICCID numbers, router and decoder identifiers, PIN and PUK codes).
Connection data and usage logs of the Services (such as MAC address, IP address, geolocation, usage volumes for fixed and mobile internet, call minutes, and sent/received SMS and MMS messages).
Internet browsing data (including time and date of internet Connections and visited websites) and telephone usage data (such as call duration, time between dialling and call Connection, dialled numbers, failed calls, and the origin and destination of SMS and MMS messages).

More information on how DIGI processes personal data can be found in the Privacy Statement on the Website.

14. Modifications of the General Terms and Conditions, Special Terms and Conditions or of the Subscription Contract

DIGI will inform the Customer at least one (1) month in advance of any changes to the General or Specific Terms and Conditions, or to the Subscription Contract, that may affect the Customer. If the Customer does not agree with the proposed changes, they may terminate the Contract free of charge within three (3) months following the notification of the change.

The right to terminate free of charge does not apply if the change is in the Customer’s favour, is purely administrative without any negative impact, or is legally required, such as price adjustments linked to the consumer price index.

15. Security and Network Integrity

DIGI implements organisational and technical measures in line with industry standards to ensure the security and integrity of the network and its Services.

In the event of a security threat or misuse of a Service, DIGI may change the Customer’s login or password and inform the Customer accordingly. DIGI will notify the Customer individually about the threat and, if necessary, provide advice on measures the Customer can take to protect themselves.

If DIGI detects misuse or fraud by the Customer or a third party using the Service, DIGI may take appropriate measures to protect the network, including suspending or terminating the Service. If the breach continues or the Customer fails to take the necessary measures to remedy it, DIGI reserves the right to terminate the Contract, without prejudice to its right to claim compensation for damages and interest due.

If a Customer’s Own Modem causes disruptions for one or more users, or fails to meet the technical and security requirements set by DIGI, DIGI may suspend the Customer’s Services.

16. Remote and Off-Premise Sales

When the Customer subscribes to a DIGI Service remotely or outside the business premises, they have fourteen (14) calendar days, starting from the day after the Contract is concluded, to cancel their subscription free of charge and without giving any reason. The Customer can use the withdrawal form or provide a clear written statement explicitly indicating their renunciation of the Service, in accordance with Article 3.3 of these General Terms and Conditions.

DIGI may postpone the refund until all provided Equipment has been returned or until the Customer provides proof of shipment. If the Customer starts using the Service before the end of the withdrawal period, they must pay an amount proportionate to their usage.

The right of withdrawal does not apply to digital content that has been activated before the end of the withdrawal period. When reimbursing unused amounts on prepaid cards, the refund amount is calculated on a pro-rata basis in accordance with the Special Terms and Conditions of the Prepaid Service.

17. Jurisdiction and Applicable Law

This Contract is governed by Belgian law. Any dispute concerning the interpretation or performance of the Contract falls under the exclusive jurisdiction of the courts of the Brussels district.

Last update: 30/04/2026

Specific terms and conditions applying to the different services

Specific terms and conditions: Fiber

1. Linkage

For the Linkage to DIGI’s fiber network, DIGI will contact the Customer to schedule an appointment. The Linkage is free of charge; however, in certain cases, additional costs may apply. In such cases, DIGI will provide the Customer with a free and prior price quotation, which must be approved before any invoicing takes place.

If the connection proves to be technically impossible, DIGI reserves the right to refuse the Customer’s request, without any entitlement to compensation.

2. Change of Operator – Easy Switch Procedure

The Easy Switch procedure allows Customers to easily change operator for Internet Services. When subscribing to such a Service, the Customer may use this procedure by completing and validating a mandate for the transfer of the Services in favour of DIGI. DIGI will forward this mandate to the previous operator as soon as possible after the Activation of the Services, so that the previous operator can terminate the relevant services. The Customer may also request the transfer or termination of fixed and/or mobile telephone numbers with the previous operator.

If the Activation does not take place on the scheduled date, the Customer is entitled to compensation of six (6) euros per day of delay, provided that the Customer explicitly submits a request to that effect.

If the Service is interrupted for more than one (1) working day during the transfer, the Customer is entitled to compensation of ten (10) euros per additional calendar day, payable by the receiving operator.

The use of the Easy Switch procedure does not release the Customer from any obligations towards the previous operator. DIGI cannot be held liable if the Easy Switch procedure is not carried out or is carried out late for reasons attributable to the previous operator or to the Customer. DIGI cannot be liable in the event of an incorrect, incomplete, inaccurate or illegible Easy Switch request.

When the Installation of the Services requires the visit of a technician, the technician will provide the Customer with an intervention report. If this report shows that the technician did not attend within the agreed time slot, the Customer is automatically and without prior request entitled to compensation of thirty (30) euros including VAT per missed appointment.

3. Invoicing and Contract Termination

Invoicing starts on the date of Installation of the Service.

If the Customer requests a change to their tariff plan, the new plan will be activated on the date of Installation and/or Activation.

In the event of termination of the Contract, invoicing will be calculated based on usage up to the effective termination date. From that date, a pro rata calculation will apply. As fixed services are invoiced in advance, the Customer may have a negative balance (credit note) on the next invoice. Any refund of amounts paid in excess is not automatic and requires the Customer to contact the customer service.

4. Terms and conditions of use

DIGI’s unlimited Internet Service is intended exclusively for personal and private use. The Customer may make intensive use of the Internet Service, unless DIGI identifies abnormal use, such as fraud, misuse or activities that violate the rights of third parties, in particular intellectual property rights. These measures are intended to ensure an optimal service experience for all Customers.

The Customer undertakes to comply with all instructions and guidelines provided by DIGI regarding access to and use of the internet service, in particular with respect to volume and speed, in order to maintain the quality of the Service for all Customers. DIGI reserves the right to restrict, suspend or terminate access to the Service in the event of misuse, unlawful or abnormal use. This includes, in particular:

activities that disrupt or undermine the operation or stability of the network (such as DDoS attacks);
attempts to gain unauthorised access to systems or data;
the distribution of malicious software (such as viruses, worms, spyware, etc.);
the use of automated systems (such as bots or crawlers) that may overload the infrastructure of interfere with access for other users;
any use that does not correspond to normal residential or professional use, such as resale of the Service or hosting public servers without prior authorisation.

In this context, DIGI may apply reasonable and proportionate monitoring control mechanisms based on objective indicators indicating such risks.

The announced download speeds are theoretical maximum speeds. In practice, these speeds may vary and are not achieved by all Customers. The actual download speed at the Customer’s address depends on several factors, such as the device used, network traffic, the number of simultaneously connected users, the condition of the network and the type of connection. These factors must be optimal in order to approach the maximum speed.

5. Protection of Computer Data

As a user of DIGI’s Internet Service, the Customer is fully responsible for its use, in compliance with applicable laws, including copyright regulations. The Customer undertakes to act as a careful and reasonable person and not to engage in any actions that may disrupt the functioning of the Service.

DIGI cannot be held liable under any circumstances for the consequences of using the Service, nor for any computer data sent or received by the Customer.

The Customer acknowledges that DIGI has no control over such data and cannot be held responsible for any loss, damage, or alteration of data on the Customer’s computer system, nor for any damage caused by third parties.

Last update: 14/04/2026

Specific terms and conditions – Mobile Telephony Service

1. SIM Card

Upon subscription to the Service, the Customer may choose between a physical SIM card or an eSIM, each associated with an assigned number. If the Customer chooses a SIM card with PIN and PUK code, they must insert the card into their device to access the Service. If the Customer chooses an eSIM, it will be directly integrated on their smartphone, provided the device is compatible. The eSIM is activated immediately upon purchase.

The physical SIM card and the eSIM are hereinafter collectively referred to as the “Card”.

The Customer undertakes to use the Card and the Service in a normal and responsible manner, avoiding all prohibited or inappropriate use, such as sending spam, using the Card in non-conforming devices, or any use that may disrupt the DIGI network.

Fraudulent use, resale or counterfeiting of the Card is strictly prohibited. The purchase of an abnormally large number of Cards shall be deemed inconsistent with private use. In such cases, DIGI reserves the right to deactivate the Card without prior notice.

In case of loss, theft, or damage to the Card, the Customer must inform DIGI immediately in order to obtain a new Card. Replacement of the Card at the Customer’s request is subject to the applicable fees as set out in the DIGI Price List. The Customer remains responsible for the use of and payment for the Services until the suspension of the Card is accepted and DIGI is able to deactivate it.

2. Start of Invoicing and Contract Termination

Invoicing for the Service starts on the day of Activation.

If the Customer requests a change to their tariff plan, the new plan will be activated on the first day of the month following the request.

When the Contract is terminated, usage up to the actual end date will be charged. The subscription fees for the current month remain fully due and are not refunded, even if the termination occurs before the end of the month.

The effective termination date is determined as follows:

For mobile numbers that are not ported: the date the Customer submits the termination request.
For mobile numbers that are ported to another operator: the date the number is effectively transferred.

3. Interconnection - Roaming

DIGI’s Mobile Service allows you to make calls, send SMS messages, and use mobile data within DIGI’s own network and within other telephone networks. The Customer can ask to limit or suspend certain connections, except for roaming calls on a network that does not support the CAMEL protocol. In this case, DIGI cannot monitor usage in real time.

Within Belgium, the offers include call minutes, SMS, and mobile data valid to all Belgian fixed and mobile networks.

Within the European Economic Area (EEA), the same services are valid for networks in Belgium and across the EEA.

Included call minutes, SMS, and data cannot be carried over to the following month.

Communication to special or premium numbers, as well as third-party services, may incur additional charges.

Communication from Belgium to destinations outside the EEA, mobile internet usage outside the EEA, and connections to non-terrestrial networks are charged separately. The rates depend on the destination, network type, and partner conditions. The Customer is advised to consult the applicable tariffs before using these services.

Countries within the EEA: Germany, Austria, Bulgaria, Cyprus, Croatia, Denmark, Spain, Estonia, Finland, France, Gibraltar, Greece, Guadeloupe (French West Indies), French Guiana, Hungary, Aland Islands (Finland), Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Martinique (French West Indies), Mayotte, Netherlands, Poland, Portugal, Czech Republic, Réunion (La), Romania, United Kingdom, Saint Barthélemy (French West Indies), Saint Martin (French West Indies), Slovakia, Slovenia and Sweden, as well as Iceland, Liechtenstein and Norway. 

When the Customer travels within the European Union and the same level of network technology is available as in Belgium, they benefit from the same Mobile Services as in Belgium. Abroad, the SIM card or eSIM automatically connects to a DIGI partner network. The Customer may, without extra cost, manually select another network, provided DIGI has a roaming agreement with that operator. Some Services may not be available or may incur extra charges abroad.

Roaming costs are limited to €60.50 incl. VAT. The Customer will receive an SMS when 80% of this amount is reached and again when the maximum limit is reached. At that point, roaming internet will be blocked. The Customer can reactivate the Service following the instructions in the SMS.

If the monthly usage exceeds €121 incl. VAT, the Customer will receive an SMS and the Service will be suspended, unless the Customer explicitly requests, via phone or MyDIGI, to continue using the Service. If the Customer chooses to continue using roaming internet beyond this regulatory limit, additional notifications will be sent for each additional €60.50 incl. VAT of roaming data usage.

Within the EEA, outgoing calls are charged per second from the 31st second; mobile data is charged per kilobyte (KB).

Outside the EEA, both outgoing and incoming calls are charged per minute; mobile data is charged per kilobyte (KB).

For more information on premium-rate numbers, international numbers and roaming communications, please refer to the dedicated page on our Website.

4. Rights and Obligations of DIGI

DIGI is subject to an obligation of means and implements all reasonable measures necessary to ensure the proper functioning of the Service.

DIGI alone determines the appropriate technical means to provide access to the Service under the best possible conditions, without being required to expand the mobile network operated by DIGI or to increase its capacity.

The Service is a wireless communication service based on the transmission of radio waves. Due to external factors beyond DIGI’s control, such as physical obstacles (buildings, vegetation, terrain) or interference, a perfect and uninterrupted transmission cannot be guaranteed at all times and in all locations.

The quality of the Service also depends on the quality, compatibility, software and technical specifications of the terminal used by the Customer.

5. Terms and Conditions of Use of the Mobile Telephony Service

DIGI disclaims all liability regarding the content of communications and messages sent or received by the Customer.

DIGI´s unlimited Mobile Service is intended for normal, personal, and private use. Usage is considered normal within the following limits:

The Customer may make up to 6,000 call minutes per month.
The Customer may send up to 6,000 SMS messages per month.
The Customer may send SMS messages to up to 250 different recipients per month.
The Customer may send SMS messages to up to 30 different recipients per hour.
The Customer may send up to 500 SMS messages per day.
The Customer may send up to 100 SMS messages per hour.
The Customer may send up to 30 SMS messages of the same length per hour.

In case of crossing these thresholds:

the Customer shall pay for the usage beyond these limits at the rates indicated in the DIGI Price List;
DIGI reserves the right to restrict, suspend, or terminate the Service in accordance with Article 5.3, 2 of the General Terms and Conditions.

In Belgium and within the European Union, once the included data volume is used up, any additional data will be charged at €0.0006 per MB (or €0.60 per GB). Remaining call minutes, SMS messages, and data cannot be carried over to the next month.

6. Directory

If the Customer wishes to register for free in the local directory, they must contact DIGI and expressly request it. The Customer alone is responsible for the accuracy of the information provided for publication. DIGI reserves the right to suspend publication for any reason, notably in case of inaccurate information, harm to the directory’s reputation, violation of the third-party rights, or non-compliance with the applicable law. The directory allows users to find the Customer´s telephone number using their name and address.

7. Portability

If the Customer wishes to keep their telephone number when switching operators, they authorise DIGI to undertake on their behalf all necessary steps with the new operator to transfer their number.

The Customer remains responsible for their obligations toward their previous operator. DIGI executes number portability in accordance with the applicable law. However, DIGI cannot be held liable for delays or failures not attributable to DIGI or resulting from technical reasons.

If the portability cannot be implemented within the legal timeframe, the Customer may, upon express request, claim the following compensation:

For simple porting: €3 per day of delay per ported number.
For complex porting: €5 per day of delay per ported number.

A delay is determined when the number porting is not activated within one (1) working day after the scheduled porting date. The scheduled porting date depends on the type of porting:

Geographic and non-geographic numbers (excluding mobile numbers): the date of Installation or Activation of the Landline.
Mobile numbers - immediate porting: the day DIGI receives the porting request for a simple porting, or the day DIGI receives the validation of that request for a complex porting.
Mobile numbers - scheduled porting (simple or complex): the porting date agreed between the Customer and DIGI.

The total compensation equals the number of days between the intended porting date and the actual porting date, multiplied by the specified amounts. Compensation claims must always be submitted within six (6) months of the porting request. DIGI is responsible for administrative handling and payment of compensation. In case of cancellation of a subscription for any reason, number porting may be requested within one (1) month after the cancellation date.

8. Access to Emergency Services

DIGI´s Mobile Services provide 24/7 free access to Belgian emergency numbers and the European emergency number 112. Certain emergency services, such as 112, are accessible even in areas without DIGI coverage. DIGI transmits the caller´s location to emergency services for quick assistance.

9. Malicious or Disturbing Calls

If the Customer receives unwanted or malicious calls, they may contact DIGI, which will take appropriate measures. If such calls persist, the Customer may file a complaint with the Telecommunications Mediation Service, in accordance with Article 11.2 of the General Terms and Conditions.

Last update: 30/04/2026

Specific terms and conditions - Prepaid Service

1. General Provisions

“Prepaid Card” means a physical SIM card or eSIM associated with a tariff paid in advance
by the Customer, allowing the Customer to make calls, send messages, or browse the
internet until the available credit is fully used (hereinafter the “Prepaid Card”).

2. SIM Card

Upon subscription to the Service, the Customer may choose between a physical SIM card or an eSIM, each associated with an assigned number.

The physical SIM card may be delivered at a later date, depending on availability. The eSIM is directly integrated and activated on the Customer’s device, provided that the device is compatible.

The physical SIM card and the eSIM are hereinafter collectively referred to as the “Card”.

In case of loss, theft, or damage to the Card, the Customer must inform DIGI immediately in order to obtain a new Card. Replacement of the Card at the Customer’s request is subject to the applicable fees as set out in the DIGI Price List. The replacement Card will carry the same remaining credit and expiry date as the lost, stolen, or defective Card, provided no refund of the credit has been made. The Customer remains responsible for the use of and payment for the Services until the suspension of the Card is accepted and DIGI is able to deactivate it.

3. Activation, Invoicing and Validity of the Card

The Prepaid Card may be used upon identification via Itsme® or any other authentication method approved by DIGI, including methods involving the processing of biometric data, in accordance with all applicable legal requirements. The eSIM is provided pre-activated. The physical SIM card must be activated prior to use in accordance with the applicable procedures.

The Prepaid Card must be activated or recharged within a validity period of nine (9) months from the date of issuance. The Prepaid Card shall automatically renew each month on the same date as the previous renewal, provided that sufficient credit is available. In the absence of sufficient credit, the remaining credit may be used during the validity period specified herein.

The Customer may interrupt the automatic renewal of the Card in two ways:

If the Customer does not top up their Prepaid Card before the end of the monthly period, the pack will be automatically deactivated. The Customer must then perform a top-up and manually reactivate the pack.
If the Customer has an active balance but does not wish the pack to be automatically renewed, they may deactivate this option via their MyDIGI account.

In both cases, the applicable charges will be applied according to the DIGI Price List, provided sufficient credit is available on the Prepaid Card.

The Customer may check their available balance at any time through MyDIGI. Out-of-DIGI calls, SMS messages, and additional data must be purchased as extra credit through the Website. Each credit purchase is valid for three (3) months from the date of the last top-up.

The available credit on the Prepaid Card may not exceed €50.

4. Interconnection

The Prepaid Card is valid only in Belgium. The offers include calls, SMS, and a volume of mobile data usable on all Belgian fixed and mobile networks, as well as for international calls and SMS. DIGI´s Mobile Service allows connections within its network and with other telephone networks. The Prepaid Card cannot be used abroad (no roaming).

5. Terms and Conditions of Use

DIGI disclaims all liability regarding the content of communications and messages sent or received by the Customer.

DIGI´s unlimited Mobile Service is intended for normal, personal, and private use. Such usage is considered normal within the following limits:

The Customer has a balance exceeding €250.
The Customer may make up to 6,000 call minutes per month.
The Customer may send up to 1,000 SMS messages per month.
The Customer may send SMS messages to up to 250 different recipients per month.
The Customer may send SMS messages to up to 30 different recipients per hour.
The Customer may send up to 100 SMS messages per day.
The Customer may send up to 50 SMS messages per hour.
The Customer may send up to 10 SMS messages of the same length per hour.

In case of crossing these thresholds:

the Customer shall pay for the usage beyond these limits at the rates indicated in the DIGI Price List;
DIGI reserves the right to restrict, suspend, or terminate the Service in accordance with Article 5.3, 2 of the General Terms and Conditions.

6. Directory

7. Portability

If the Customer wishes to keep their telephone number when switching operators, they authorise DIGI to undertake on their behalf all necessary steps with the new operator to transfer their number.

In case of portability to another operator, the available balance on the Card on the day the portability is completed (i.e., the day the Customer has effectively transferred their number to another operator) may be refunded to the Customer for the remaining credit actually purchased, provided that the validity period as referred to in Article 3 has not expired. Bonus credits and credit received free of charge as part of promotions are excluded from any refund.

When converting a DIGI Prepaid Card into a DIGI Subscription, the remaining credit actually purchased by the Customer shall be automatically transferred.

When the Customer transfers their number to DIGI and the transfer has been completed, they must contact their former operator to request a refund of any remaining credit. Conversely, when the Customer transfers their DIGI number to another operator, they may submit a refund request to DIGI within one (1) month from the effective date of the transfer. After this period, the right to a refund expires. The Customer’s number must be active and ported at the time of the request. Only the user of the relevant number may submit the request. Refund requests must be submitted to the Customer Service at the following address: care@digi-belgium.be.

Refunds shall be made by bank transfer to the bank account provided by the Customer. Refunds in cash, to credit cards, or to bank accounts outside the European Union are not accepted.

DIGI charges an administrative fee for processing the refund, as specified in the DIGI Price List. This fee will be deducted from the remaining credit. If the remaining credit does not cover these fees, no refund will be made.

DIGI may reject any refund request in case of fraud or abuse, as defined in Article 5.

The Customer remains responsible for their obligations toward their previous operator.

DIGI executes number portability in accordance with the applicable law. However, DIGI cannot be held liable for delays or failures not attributable to DIGI or resulting from technical reasons.

If the portability cannot be implemented within the legal timeframe, the Customer may, upon express request, claim the following compensation:

For simple porting: €3 per day of delay per ported number.
For complex porting: €5 per day of delay per ported number.

A delay is determined when the number porting is not activated within one (1) working day after the scheduled porting date. The scheduled porting date depends on the type of porting:

Immediate porting: the day DIGI receives the porting request for a simple porting, or the day DIGI receives the validation of that request for a complex porting.
Scheduled porting (simple or complex): the porting date agreed between the Customer and DIGI.

8. Access to Emergency Services

DIGI´s Mobile telephony Services provide 24/7 free access to Belgian emergency numbers and the European emergency number 112. Certain emergency services, such as 112, are accessible even in areas without DIGI coverage. DIGI transmits the caller´s location to emergency services for quick assistance.

9. Malicious or Disturbing Calls

10. Pro-rata Refund for Prepaid Cards

In accordance with Article 16 of the General Terms and Conditions regarding the right of withdrawal (distance selling or off-premises sales), refunds for Prepaid Cards are calculated pro-rata based on data consumed, rounded per full gigabyte.

The total price is divided by the total amount of data (in GB) included. The pro-rata calculation is based on the number of gigabytes actually used by the Customer at the time of withdrawal, rounded up to the nearest full gigabyte.

Additional benefits, such as unlimited calls to DIGI numbers, are provided as a bonus and are not included in the pro-rata calculation.

Last update: 24/04/2026

Specific terms and conditions - Fixed Telephony Service

1. Activation of the Service, Invoicing and Contract Termination

To use the Landline Service, the Customer must first subscribe to the Internet Service.

Invoicing of the Service starts on the day of Installation.

If the Customer requests a change to their tariff plan, the new plan will be activated on the date of Installation and/or Activation.

In the event of Contract termination, only the usage up to and including the effective termination date will be charged. From that date, invoicing will be calculated on a pro rata basis. As fixed Services are invoiced in advance, the Customer may have a remaining credit. This credit will appear on the next invoice. Refunds are not automatic and require the Customer to contact the Customer service.

2. Directory

3. Portability

If the Customer wishes to keep their telephone number when switching operators, they authorise DIGI to undertake on their behalf all necessary steps with the new operator to transfer their number.

If the portability cannot be implemented within the legal timeframe, the Customer may, upon express request, claim the following compensation:

For simple porting: €3 per day of delay per ported number.
For complex porting: €5 per day of delay per ported number.

A delay is determined when the number porting is not activated within one (1) working day after the scheduled porting date. The scheduled porting date depends on the type of porting:

Geographic and non-geographic numbers (excluding mobile numbers): the date of Installation or Activation of the Landline.
Mobile numbers - immediate porting: the day DIGI receives the porting request for a simple porting, or the day DIGI receives the validation of that request for a complex porting.
Mobile numbers - scheduled porting (simple or complex): the porting date agreed between the Customer and DIGI.

4. Access to Emergency Services

5. Malicious or Disturbing Calls

6. Terms and Conditions: Fixed Telephony

The Customer must use the Service in compliance with applicable legislation and in a reasonable manner.

The Service may not be used as a communication relay, on grouped lines or ISDN lines, nor may it be connected to a PABX installation. In case of unauthorised use, DIGI reserves the right to charge excess consumption, suspend the Service, or terminate the Contract, in accordance with Article 5.4 of the General Terms and Conditions.

DIGI’s Landline Service is intended for normal, personal and private use. Usage is considered abnormal when it exceeds 3,000 call minutes per month to national fixed and mobile numbers. In case of excess usage, an additional charge of €0.0121 VAT included per extra minute will apply, for calls to both fixed and mobile networks. Calls to international and premium-rate numbers are charged in accordance with the rates set out in the DIGI Price List. In the event of excessive use, DIGI may temporarily suspend the Service.

When the Customer uses their Own Modem, DIGI cannot guarantee the quality of the Landline.

Last update: 24/04/2026

SPECIFIC TERMS AND CONDITIONS 5G HOME INTERNET SERVICE

1. Linkage

For the Linkage to DIGI 5G Home Internet (5GHI), DIGI will contact the Customer to schedule an installation appointment. The Linkage fee amounts to €40 (VAT included). This fee will be charged on the next invoice. The Linkage may require works at the premises, such as wall drilling, depending on the configuration of the building. The Customer is responsible for obtaining all necessary permissions required for these works. The Customer also remains solely responsible for the accuracy and completeness of all information provided to DIGI. If, for technical reasons, the connection is not possible, DIGI reserves the right to refuse the Customer´s request without any obligation to pay compensation.

2. Change of Operator – Easy Switch Procedure

The Easy Switch Procedure is designed to simplify the change of internet service provider.

At the time of subscription, the Customer may use this procedure by completing and validating a Service migration mandate in favour of DIGI. Following activation of the service, DIGI will forward this mandate as soon as possible to the former operator so that the relevant services can be terminated.

If the Activation does not take place on the agreed date, the Customer may, upon express request, claim a compensation of €6 per day of delay. In such case, the Customer may also request the transfer or cancellation of fixed and/or mobile numbers held with the former operator.

If the Service is interrupted for more than one working day during the transfer, the Customer is entitled to a compensation of €10 per additional calendar day, payable by the receiving operator.

The use of the Easy Switch procedure does not release the Customer from any obligations towards the former operator. DIGI cannot be held responsible if the Easy Switch procedure is not executed or is delayed for reasons attributable to the former operator, nor in the event of an incorrect, incomplete or illegible Easy Switch request.

When the Installation of the Services requires the visit of a technician, the latter must provide a visit report to the Customer. If the visit report indicates that the technician did not appear within the agreed time slot, the Customer is automatically entitled, without prior request, to a compensation of €30 (VAT included) per missed appointment.

3. Duration - Invoicing and Contract Termination

Billing for the 5GHI Service begins the day of the Installation.

If the Customer requests a change to another tariff plan, the new plan will be activated on the date of Installation and/or Activation.

In the event of specific technical constraints, DIGI may propose Fiber to the Customer as an alternative technical solution, provided that the Customer is duly informed in advance and that no additional charges apply.

In the event of Contract termination, billing will cover usage up to the effective termination date and will be calculated on a pro rata basis. Since fixed services are billed in advance, the Customer may have a negative balance (credit note) on the next invoice. Any refund is not automatic and requires the Customer to contact Care department.

4. Terms and conditions of use

The Service is strictly reserved for residential Customers and small office/home office (SOHO) Customers.

Provision and use of the Service require the installation of the following Equipment:

DIGI Wi-Fi router containing a SIM card;
an outdoor or indoor antenna permanently installed on the Customer’s building facade;
all cabling necessary to ensure the connection between the outdoor antenna and the Wi-Fi router, including the routing from the outside of the building to the indoor router.

All Equipment remains the property of DIGI and must be returned upon termination of the Service in accordance with Article 3.3 of the General Terms and Conditions.

The product is fixed and may not be connected to any address other than the designated Connection Location.

Only one 5GHI connection is permitted per address, with a maximum of two (2) connections per Customer.

DIGI’s unlimited internet Service is solely intended for normal and personal use. The Customer benefits from an intensive usage, except where DIGI detects abnormal usage such as fraud, abusive behaviour or acts violating the rights of third parties, including their intellectual property rights. This measure is intended to ensure an optimal experience to all Customers.

Usage is considered normal up to 300 GB per billing period. If this threshold is exceeded;

the speed may be reduced to 2 Mbps download and 1 Mbps upload until the start of the next billing period;
DIGI also reserves the right to restrict, suspend, or terminate the Service in accordance with Article 5.3, paragraph 2 of the General Terms and Conditions.

The Customer undertakes to respect all of the indications provided by DIGI concerning access to and consumption of the Internet Service, in particular with respect to volume and speed, in order to guarantee a service quality level for all Customers. Furthermore, DIGI reserves the right to restrict, suspend, or terminate access to the Service in the event of abusive, unlawful, or abnormal use. This includes, but is not limited to:

any activity aimed at disrupting or compromising the operation of the network (for example, DDoS attacks);
any attempt at unauthorised access to systems or data;
the distribution of malicious software (viruses, worms, spyware, etc.);
the use of automated systems (bots, crawlers, etc.) that may overload the infrastructure or disrupt access for other users;
any usage inconsistent with normal residential or professional;
use of the SIM card for any purpose other than providing internet access via the router.

The announced download speeds are theoretical maximum speeds. Not all customers will attain them in practice. The actual downloading speed at the home of the Customer depends on a number of factors, such as the Customer´s computer installation, network traffic, the number of customers connected, network conditions, technical conditions, usage patterns, etc. These factors must be optimised in order to reach the maximum speed.

5. Protection of computer data

As a user of DIGI’s Internet Service, the Customer is fully responsible for the use, in accordance with the laws in force, including that relating to copyright. The Customer undertakes to act prudently and reasonably so as not to disrupt the functioning of the Service.

DIGI may under no circumstances be held liable for consequences linked to the use of the Service, nor for the content of the computer data transmitted or received.

The Customer acknowledges that DIGI does not examine these data and cannot be held liable for any harm or loss of data on your computer system, nor for harm caused by a third person.

Last update: 29/04/2026