Legal compensation after service interruption
From Friday, 1 November 2024, you are entitled to legal compensation if one of your services is interrupted for more than 8 hours due to a network outage and all the conditions are met.
This page explains the legal right to compensation for service interruption due to a network outage, as set out in Article 113/2 of the Electronic Communications Act, introduced by Article 62 of the Act of 3 May 2024 on various economic provisions.
What are the conditions?
You are entitled to legal compensation in the event of a complete and continuous outage on the public mobile and fixed communications network:
- This concerns a complete interruption of your internet, fixed and mobile telephony and/or television services (whether individually or as part of a bundle). If you are not receiving a signal and our services are unavailable to you. A reduction in quality does not give rise to legal compensation.
- The service interruption must last longer than 8 hours, calculated from the moment the incident was first reported by a customer or from the time of the notification by BASE itself.
- The service interruption is the result of an uninterrupted network outage. The fixed network terminates at the NIU (network interface unit) in your home. Therefore, it does not include cables and devices connected after the NIU in your home.
- Applicable only to subscriptions intended for residential customers.
When am I eligible?
Depending on the type of service interruption, you will receive legal compensation automatically or after reporting the incident:
Service interruption due to hardware failures on the fixed network
All impacted customers automatically receive legal compensation, even if you did not contact us yourself.
Service interruption due to software failures on the fixed network and all outages on the mobile network
Impacted customers receive legal compensation after reporting the incident. So, please let us know if you are experiencing an outage. From the second complaint regarding the same outage, we create an incident and/or link your customer account to an existing incident.
Please note that you are eligible for legal compensation for outages…
- on the fixed network if your installation address is located in the area where the interruption occurs.
- on the mobile network if your invoicing address is located in the area where the interruption occurs.
- impacting prepaid services if the address you provided is located in the zone where the interruption occurs.
Which service interruptions are not eligible?
Legal compensation is not due if...
- the service interruption did not last 8 hours.
- the service interruption is due to force majeure or the actions of a customer.
- an alternative solution was provided that you accepted.
- the cause is attributed to a device that is not part of the public communications network (such as a SIM card, TV box, modem, Wi-Fi boosters, etc.).
Are you experiencing outages with your services? First, check what the reason might be. Often, restarting your modem will help. Still not solved? Then be sure to contact us. We will check if a general outage is the cause and, if necessary, we will create an incident or link your customer account to an existing incident.
What compensation will you receive?
The amount of legal compensation is based on two different calculation methods. You will always receive the higher of the two amounts.
Amount based on your subscription value
The amount consists of one-thirtieth of the value of your subscription, multiplied by the number of days of the service interruption (subscription value/30 × number of days of the outage).
This concerns the price of the subscription you pay for the interrupted service.
Fixed amount per day
Compensation based on legally established amounts.
This compensation amounts to €1 for the first day on which the service interruption occurs.
For each day that the interruption continues, €1 is added, plus €0.50 for each additional day.
Example:
- day 1: €1
- day 2: €1 + (€1 + €0.50) = €2.50
- day 3: €2.50 + (€1 + €0.50 + €0.50) = €4.50
- …
When will it appear on the bill?
We can only calculate the value of the compensation once the outage is fully resolved. After that, we will ensure that the compensation amount is deducted from your next bill. You can see this in the summary on the first page and in the details section under compensation amounts: compensation after service interruption.
Please note that if there was already a bill on the way just after the outage, the compensation will not be shown until the next bill.
