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 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.
Your devices are not working? Then complete the following steps:
We cannot retrieve your data. Please make your own choice.
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:
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!
Do you have a BASE Wi-Fi booster? Reconnect it after your modem has completely restarted.
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.
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:
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 appointment did not take place
We charge €85 if...
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.