New subscription

How do I switch from my current provider to DIGI?

Choose the product you need or combine multiple services into one pack. If you choose a phone subscription (mobile or landline), you can keep your current phone number or get a new one.

What's Easy Switch?

Easy Switch is a regulated service in Belgium that simplifies switching fixed telecom services—such as internet and landline—from one provider to another. All Belgian operators, including DIGI, support this process.

With your consent, your new provider will take care of cancelling your old services—but only after your new services have been activated. This ensures a smooth and uninterrupted transition. You can also choose to cancel your old services yourself if you prefer.

What does Easy Switch apply to?

Fixed internet
Fixed telephony (landline)
Mobile numbers can be included in the same request, but mobile transfers alone do not fall under Easy Switch.
TV services on their own are not covered by Easy Switch.

Important:
Easy Switch is designed to transfer all fixed services from your current provider. If you have TV bundled with your internet or phone and you use Easy Switch, that TV service will be included in the transfer request.

However, if your new provider does not offer TV (like DIGI), the TV service:

Will be transferred in the request,
But will not be activated, since DIGI does not provide TV.

This may result in the unintended cancellation of your TV service with your current provider.

Therefore:
Only use Easy Switch if you want to transfer all fixed services. If you want to keep your TV service with your current provider, or if your new provider doesn’t offer TV, we strongly recommend not using Easy Switch. Instead, cancel your old services manually to avoid service disruptions.

Where can I find my Easy Switch number?

You can find your Easy Switch number on your invoice, in your customer portal, or in the app of your previous operator.

How can I switch to DIGI easily with Easy Switch?

To make your switch to DIGI as smooth as possible, just provide the following details when subscribing to our services:

The name of your previous operator
Your customer number with that provider
Your Easy Switch ID (found on your invoice or in your personal online account)
The date you want to cancel your services (default: "as soon as possible after the activation of my new services")

Additionally, you will also need to specify what you want for your fixed and/or mobile phone number:

Transfer them to DIGI as well
Keep them with your previous operator
Cancel them with your previous operator

Where do I find DIGI in Belgium?

You can find all DIGI points of sales on this page: www.digi-belgium.be/en/where-to-find-digi-in-belgium.

Why is DIGI using itsme®?

DIGI uses itsme® because it's the most secure and reliable way to identify customers. It's trusted by millions of Belgians every day for safe online verification.

Want to know more about itsme®? Click here.

Are your prices fixed for the long term?

Absolutely! Our goal is to keep telecom affordable for everyone, now and in the future. Rest assured, there are no automatic price increases.

Why do I need to enter a security code when placing an online order?

At DIGI, your security is very important to us. That’s why we ask new customers to enter a one-time security code when placing an online order. This allows us to verify that the request is being made by a real person and helps us prevent fraud.

For your protection, please never share this code with anyone, including people claiming to represent DIGI. We will never ask you to provide your security code by phone, email or message.

If you believe your code may have been compromised, please contact our customer support team immediately.

I'm a business client. How do I place an order for my business?

To place an order for your business, simply visit our website and make your selection. DIGI offers up to five mobile subscriptions for businesses.

Need more than five SIM cards? No problem! Our friends at Citymesh are experts at handling larger orders. They’re happy to help.

Subscription Management

Where can I find my DIGI customer number?

On your invoice
On your DIGI contract
In MyDIGI: log in and click on your name in the top-right corner. Your customer number is displayed there immediately.

How do I contact the customer service?

First, go to our support page and browse through the FAQs. Didn't find what you need? Reach out to our customer service via email at care@digi-belgium.be or call us at 02 870 41 41. We're happy to help.

How do I download my contract(s)?

Log in to MyDIGI.
Click your name in the top right corner.
Select 'View account'.
Go to 'My contracts'.
Click 'Download' next to the contract you need.

When can I change my DIGI offer?

You can change your subscription for free at any time, up to once per month.

For mobile: the change takes effect on the first day of the month following your request, so you can fully use your current bundle.
For internet: the change takes effect on the installation or activation date, depending on whether a new router is required. Your invoice will be adjusted pro-rata, so you only pay for the days you actually use the new plan.

When can I activate or deactive a DIGI option?

You can activate or deactivate an option at any time for free.
We will activate or deactivate the option within 24 hours.
Your invoice will be adjusted pro rata (you'll only pay for the days you use the option).

Billing & Invoicing

How do I understand my DIGI invoice?

Please visit this page.

From when will I be billed?

For a mobile plan with a physical SIM card: the invoice cycle starts on the day you activate your SIM card.
For a mobile plan with eSIM: the invoice cycle starts on the day of your order, as the eSIM is active immediately.
For internet (with or without landline): the invoice cycle starts on the day we come to install your router (and any other equipment).

How does billing work?

We use a pre-billing system, which means your subscription fee is charged in advance. Your usage (consumption) is billed afterwards. Here's how it works:

Example 1: You start a new subscription on 15/04

Your first invoice will include:

Pro-rated subscription fee from 15/04 to 30/04 (e.g., €2.50 out of €5*).

* Calculation: (€5 ÷ 30 days) x 15 days

Any usage between 15/04 and 30/04 (e.g., €0.50 for international calls).
Full subscription fee from 01/05 to 31/05 (e.g., €5).

Your second invoice will include:

Any usage between 01/05 and 31/05 (e.g., €0.50 for international calls).
Full subscription fee from 01/06 to 30/06 (e.g., €5).

If you have a mobile subscription, your data allowance will also be pro-rated (e.g., if you have 30 GB, you will have 15 GB for 15/04 to 30/04).

Example 2: You cancel your contract on 05/11

Your last invoice will include:

Subscription fee:
- Mobile: the full subscription fee applies for the month in which the cancellation takes place (e.g., €5).
- Internet: the subscription fee is calculated pro rata until the cancellation date (e.g., €1.67 out of €10*).

* Calculation: (€10 ÷ 30 days) x 5 days

Any usage up to the cancellation date (e.g., €0.50 for international calls).

Important note: If a pro-rata correction results in a credit balance on your account (for example if you cancel your internet subscription during a billing period), this amount will remain on your account for future use. If you would prefer to have this balance paid out to your bank account, please contact our customer service.

How and when will I receive my invoices?

You receive your invoice every month between the 8th and 12th by email and in MyDIGI. Can’t find the email in your inbox? Check your spam folder as well.

Tip: if your invoice is in spam, mark our email as “not spam” so future invoices go straight to your inbox.

What does mandatory Peppol e-invoicing mean for my DIGI invoices?

As of 1 January 2026, all Belgian VAT-registered businesses are required to send and receive invoices electronically via the Peppol network.

This new obligation does not change how you currently receive your DIGI invoices: you will continue to receive your invoices by email and in MyDIGI each month. How and when you pay remains the same. Peppol is simply added as an additional invoicing channel, alongside our existing process.

When will my direct debit be processed?

Your direct debit will be executed 1 week after the invoice date.

How do I pay my invoice?

You can pay your DIGI invoices using one of these methods:

Direct debit: Payments are processed automatically.
MyDIGI: You log in to MyDIGI and pay your invoice with a single click.
Bank transfer: You make the transfer manually after receiving your invoice.

What are the benefits of direct debit?

Convenience: Payments are processed automatically, saving you time and reducing admin tasks.
Peace of mind: Your invoices are always paid on time, avoiding late fees or service disruptions.
Transparency: Payments are easy to track in your bank statement.
Flexibility: You can cancel your direct debit at any time, and your bank can assist if there's an issue.

How do I pay my invoice via MyDIGI?

Log in to MyDIGI. Unpaid invoices are shown on the home page and under the 'Invoices' tab.
Click 'Pay' next to the amount due. You'll be redirected to our payment platform, where the amount and invoice number are displayed.
Complete the payment.

Once paid, the invoice status on MyDIGI will update to 'Paid'. All done!

How do I pay my invoice by bank transfer?

Open your invoice to find:

The IBAN (account number).
The structured communication*.
The due date.

2. Make the transfer via:

Your banking app.
Online Banking.
A bank transaction terminal.

*Important remark: Always encode the structured communication correctly, or we won't be able to match your payment.

How do I change my payment method?

You can change your payment method easily via MyDIGI:

Log in to MyDIGI.
Go to 'Invoices' and scroll down to 'Invoice settings'.
Select 'Payment Method' and click 'Change'.
Choose your new payment method and click 'Modify'.

How do I change my billing address?

To change your billing address, please contact our customer care team.

How do I view my past invoices and payment history?

You can easily view your invoice history via MyDIGI. Log in and click on 'Invoices'. Your invoices are sorted by month, with the most recent at the top. You can download your invoices, check their status, or pay directly.

What happens if my direct debit fails?

If you're using direct debit, please ensure there's enough money in your account for the payment to be processed correctly. We make 2 attempts to collect the payment. If the second attempt fails, your direct debit will be rejected, and you'll receive an email/SMS with instructions to pay via MyDIGI or bank transfer.

What happens if I don't pay my invoices?

First reminder: 1 day after the invoice due date, you’ll receive a reminder by email.
Second reminder: after 14 days, you’ll receive another reminder by email.
Third reminder: after 7 days, you’ll receive another reminder by email.
Service restriction: If the invoice is still unpaid 7 days after the third reminder, your services will be restricted. You’ll receive a notification by email and SMS.
- Mobile/fixed telephony: blocked, except for our customer care team and emergency numbers.
- Internet: download speed limited to 256 Kbps, upload speed limited to 64 Kbps.
Fourth reminder: after 7 days, you’ll receive a final reminder by email.
Service termination: If the invoice is still unpaid 7 days after the 4th reminder, your services will be terminated and your file will be forwarded to our credit collection department. You'll receive a notification by email.

Premium numbers: How do they work?

Premium services are provided by third-party service providers:

Premium calls (090x, 07x): Calls for games, information, entertainment, etc.
Premium SMS: Text messages for games, information, entertainment, etc.
One-off purchases/subscriptions: Via text, app stores or TV for tickets, apps, games, Netflix, etc.
Other premium services: For sports videos, games, etc. (e.g., LifeFootball, Veedz, Rougeplay).

The cost of these services is not included in your subscription and is charged based on usage. DIGI collects the amount on behalf of the supplier and transfers it to them.

Premium numbers: How do I check the charges?

Once you receive your invoice, you can view the details of your premium calls, premium text messages, and mobile payments. The invoice will show the amount for each service.

Premium numbers: How do I block premium numbers?

Contact our customer service if you want to block premium calls or SMS. We’ll take care of it for you.

Premium numbers: How do I dispute an amount?

Gather all the details about the service (time, amount, provider name).
Contact the third-party provider to discuss your complaint, as they are responsible for the service and handling disputes.

Important remark: Only the third-party provider can issue a reimbursement if your complaint is justified.

Is my VAT number shown on my invoice?

If you are registered as a business customer, your VAT number and company details are automatically included on your invoice. If you do not see a VAT number on your invoice, you are most likely registered as a private customer.

Would you like to switch to a business account? Please contact our customer service.

Why is my invoice higher than expected?

Your plan includes a certain amount of call minutes, texts, and data. Any usage above this limit will be charged extra. In addition, international calls and texts, premium calls and texts, and roaming outside the EEA are billed separately.

How do I dispute an invoice? I haven't paid the invoice yet.

Contact our customer service team to dispute an invoice.

Once your dispute has been submitted, you only need to pay the remaining balance, not the disputed amount. (Exception: charges for premium numbers must always be paid.)

If your dispute is justified, we will deduct the disputed amount from your invoice.
If your dispute is not justified, you will still need to pay the disputed amount.

How do I dispute an invoice? I have already paid the invoice.

Contact our customer service team to dispute an invoice. If your dispute is justified, we will deduct the disputed amount from your next invoice.

How do I lodge a complaint?

To lodge a complaint, please contact our customer care team.

How do I get reimbursed if an amount is in my favor?

The amount will be deducted directly from your next invoice.

My subscription has been cut off due to unpaid invoices. How do I reactivate it?

Pay your outstanding invoices to start the reactivation process:

Paying via MyDIGI? Your subscription will be active again within 15 minutes.
Paying via bank transfer? It may take up to 72 hours before your subscription is reactivated.

Please note: a reactivation fee of €30 might be applied.

Why do I see international SMS charges on my invoice when I haven’t sent any?

The international SMS charges on your invoice are due to activation messages sent by Apple for FaceTime, iCloud and iMessage. These messages are automatically sent whenever you restart your device. Each SMS costs €0.07267.

How is my credit note applied and how do I pay the remaining balance?

If you haven’t paid your invoice yet:
- Direct debit: We’ll only deduct the remaining balance (total amount – credit note) from your bank account.
- Manual transfer: You can transfer the remaining balance using the same structured communication
If you’ve already paid your invoice: The credit note will be applied to your next invoice.
If you’ve canceled your contract in the meantime: Contact us with your bank details, and we’ll transfer the refund to your account.

How can I check the remaining amount in MyDIGI? Will it show as a positive or negative balance?

Your credit note is listed under ‘Invoices’ in MyDIGI and will show as a negative amount. Your overall balance can be positive or negative, depending on your situation.

I’m no longer a DIGI customer. What happens to my credit note?

Contact our customer care team with your bank details. We’ll transfer the refund to your account.

I don’t agree with the credited amount. What should I do?

In case you don’t agree with the credited amount, please contact our customer care team.

I don’t see my credit note in MyDIGI. Where can I find it?

You can find your credit note in MyDIGI under ‘Invoices’. We’ll send you an email notification as soon as your credit note is ready.