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Do you have a question about your invoice or bill from BASE?

Is your bill/invoice higher than expected? Or are you unsure what a certain charge is for? The answer can often be found on your bill/invoice itself. You will find an overview of the costs per category or an overview of the costs per call, SMS and data volume there. You will find your bills/invoices in My BASE or the My BASE app.

Your bill/invoice may be higher because...

  • you are paying for a longer period (e.g. for a new monthly plan or after a change)
  • you have extra usage beyond your mobile plan
  • you bought extra mobile data or internet volume
  • you still have extra costs  to pay (such as a residual value or fees for installation, delivery or reminders)

Your question concerns...

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Your first bill/invoice

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Your bill/invoice after a change/addition

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Charged usage

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Extra costs

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Your first bill/invoice

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Your bill/invoice after a change/addition

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Charged usage

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Extra costs

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Your first bill/invoice

New monthly plan? Then your first bill is a bit higher than expected. This is because – this one time only – you are paying for two different periods. 

Has everything been installed and activated? Then you can activate your monthly plan straight away. Approximately seven days after you become a customer, you will receive your first bill. It includes not only the normal monthly plan costs for the coming month but also your usage for those first few days (transition period).

This first time only, we calculate this on a prorated basis: we divide the amount for a full month (30 or 31 days) by the number of days from activation to your first bill. Therefore, your first bill is a bit higher than expected.

Good to know

  • Wondering why the transition period is approximately seven days? That's simply the processing time we need at BASE to create your bill in our systems.
  • The date you ordered your monthly plan determines your billing date. Example: You order your monthly plan on 16 November. Then your billing date will fall on November 24. You will then get your bill every month around the 24th.

Iris ordered BASE limited Internet. She pays €27 per month for this. That comes out to €0.87 per day. She will get her first bill seven days after the activation of her services.  

So, Iris pays €27 for her monthly plan for the coming month and €6.09 for the seven days before the billing date that she could already use her monthly plan. In addition, she may also pay the installation and activation costs.

Your bill/invoice after a change/addition

Have you recently changed your monthly plan or added a monthly plan/option? Your bill will be higher than usual in this case, too. That's because the activation date probably doesn't coincide with the first day of your billing period (day when your options/bundles renew). So you pay for two periods:

  • from the activation of your new/changed monthly plan(s) to your next bill
  • the entire amount for the next month, which you always pay a month in advance

Have you changed a monthly plan, and had you already paid part of that (old) monthly plan on your previous bill/invoice? Then you will, of course, be credited that amount.

 

Karim has a €15 monthly plan and receives a bill for €15 on the 10th of every month. He now also has a monthly plan for € 45/month, which becomes active on 20 April. 

On his next bill, on 10 May, he will see the price of his current monthly plan (€15) plus the price of his new monthly plan (€45) for the coming month. In addition, he will see a one-off charge for €30 (20 active days divided by 30 days in the month, times the monthly price of €45) for the use of his new monthly plan from 20 April to 9 May.

Your bill/invoice may also be higher due to charges for extra usage. 

Tip: Do you want to avoid surprises on your bill? Then you can set out-of-plan barring or limits. Read more about it.

Sometimes we charge you additional one-off costs. Some examples are:

Do you still have questions?

Are there still aspects of your bill/invoice that are unclear to you? Please contact us, and we will be happy to explain.

Important

  • We recommend that you pay the invoice/bill while you are waiting for us to respond to your enquiry. That way you will avoid having your service(s) blocked. 
  • Don't agree with the amount? Contact us within the month following the invoice date. Failure to do so can lead to the dispute being viewed as invalid