As of Friday November 1, 2024, you have the right to a legal compensation if one of your services has been disrupted for over 8 hours or longer by a network outage and if all conditions have been met.
What are the conditions?
You are entitled to a legal compensation in the case of a full and continuous outage on the public mobile communication network:
- It involves a complete interruption of your internet and/or television services, if you don’t receive any signal and those services aren’t available to you. A reduction in quality does not give rise to a legal compensation.
- The service interruption must be ongoing for 8 hours or longer, starting from the moment the incident was first reported by a customer or the moment TADAAM became aware of it.
- The service interruption is the result of a continuous disruption on the network. The fixed mobile network ends at the TADAAM modem you’re using. It does not take cables and devices connected to the modem into account.
- Only applicable to subscriptions intended for private customers.
When am I eligible?
Depending on the type of service interruption, you will receive the legal compensation after reporting the incident:
Service interruption due to software outages on the mobile network
Impacted customers receive a legal compensation after reporting the incident. Please let us know you are impacted by the outage. As soon as we received 2 reports of the same disruption, we will create an incident and or link your customer ID to an existing incident.
Please note, you are eligible for a legal compensation if the disruption is...
- on the mobile network and if your billing address is located in the zone where the disruption is ongoing.
Which service disruptions are not eligible?
The legal compensation is not due if...
- the service interruption lasted less than 8 hours
- the service interruption is due to force majeure or is caused by a customer
- an alternative solution has been provided which you have accepted.
- the cause is due to a device that is not part of the public communications network (such as a SIM card, decoder, modem, WiFi boosters, etc.).
Important
Are you experiencing service disruptions? Be sure to contact our customer service. They will check whether a general disturbance is the cause, and if necessary they will create an incident or link your customer ID to an existing incident.
What compensation do you get?
The amount of the legal compensation is based on 2 different calculation methods. You always get the outcome with the highest amount.
Amount based on your subscription value
The amount consists of 1/30 of the value of your subscription, multiplied by the number of days of the services disruption (subscription value/30 x number of days of interruption).
It’s about the price of
The subscription value doesn’t include extra packages or other bundles.
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Fixed amount per day
A compensation based on legal amounts.
This compensation amounts to €1 for the first day on which the service interruption occurs.
For each day that the interruption continues, there will be €1 + €0.50 for each additional day. For example:
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When will you see it on your invoice?
We cannot calculate the value of the compensation until the outage is fully resolved. Then we will take the necessary steps to deduct that amount as compensation from your next bill.
Please note, was there already a bill on its way just after the disruption? Then the compensation will only be visible on the next one.