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Is a BASE service or device not working?

No connection with the BASE modem? Or problems with your BASE TV box? This can be caused by diverse reasons. It's possible that there's a planned maintenance in your region, an issue with your cables or wifi coverage... We are happy to help you solving this problem!

Is there a planned maintenance?

Is there a planned maintenance in your region? In that case, we will inform you by SMS. We do our best to limit the disruption on the network, but it can happen that your services are temporarily interrupted. After the maintenance you have your connection back!

Still a issue after the maintenance? Follow the 3 checks below.

Is there an issue with your device?

Your devices are not working? Then complete the following steps:

We cannot retrieve your data. Please make your own choice.

1. Check cables

You have this

2. Restart your devices

You have this

3. What more can you do?

You have this

1. Check cables

You have this

2. Restart your devices

You have this

3. What more can you do?

You have this

Unplug both ends of your cables and reconnect them. That way you will know they are connected properly.

Is just one device not working? Then the cable may be defective. Replace the cable(s) and try again.

Most problems can be solved by simply restarting your devices. Unplug the power leads of your BASE modem, Wi-Fi boosters and/or TV box from the mains socket. Then plug them in again, in the following order: 

Step 1

It may take up to two minutes for your modem to restart. Is a green light flashing? Then it is getting a software update. Do not unplug the power until it is finished!

Step 2

Do you have a BASE Wi-Fi booster? Reconnect it after your modem has completely restarted.

Step 3

Then plug your BASE TV box into the mains socket again Once your TV menu appears, you can watch TV again.

Is your problem still not solved? Then read what you can do in case of problems with

Good to know: If your  wifi booster is broken, register the device for repair via the web form.

Problem not solved? Make an appointment

If you continue to experience problems with your BASE modem or TV box, we will be happy to send a technician over. Contact us and we will schedule an appointment with you.

An appointment is always possible from Monday to Saturday, for the following time slots:

  • 8:00 to 13:00 
  • 10:00 to 14:30
  • 12:30 to 18:00 
  • 17:00 to 20:00 (not on Saturday) 

Note: There is a surcharge for Saturday and evening (17:00 to 20:00) appointments. 

BASE is responsible

The repair is free. However, you will have to pay the surcharge if you scheduled the appointment for an evening or Saturday.

BASE is not responsible

You will have to pay for the repair. Examples of this are when...

  • the plug is not in the main socket. 
  • an incorrect cable has been used. 
  • your own (non-BASE) device is faulty.

The appointment did not take place

We charge €85 if...

  • there is no adult (over 18 years old) present. 
  • there is no one home. 
  • the problem is solved before the appointment and you did not inform us.

Basic repair fee: including travel time and 15 minutes of work

€ 85

Additional working time for repair (per 30 minutes): Working time after included 15 minutes.

€ 25

Surcharge for evening appointment

€ 15

Surcharge for Saturday appointment

€ 5

Urgent repair: including travel time and 15 minutes of work.

€ 130

Prices are VAT included.

  • Make sure there is someone to let the technician in and stay with them. Leaving the key under the mat or with the neighbours is not allowed. 
  • The place where the repair is to be carried out must be easily accessible. If there is furniture in the way, move it ahead of time. 
  • Provide adequate light at the repair location. 
  • If the repair must be done in a locked room (such as the technical room in a block of flats), ensure that the technician will have easy access. 
  • Preferably, keep pets in another room. 
  • For safety reasons, the technician may not take off their shoes. The technician does have protective covers to put over the shoes. 
  • The technician will inform you of the repair costs. The charges will appear on your next bill, so you do not pay the technician on the spot. 
  • If an additional or replacement device would be useful or is necessary, our technician will recommend it, but you are under no obligation. There may be a charge for such an additional device.