Easy Switch is a procedure (1) that should make the changing of fixed operator easier. The condition is that you have at least an active fixed internet connection (2) for residential or light-business use (3), no matter if you are a private person or not.
In short, via Easy Switch you give your new operator permission to terminate your contract with your current operator for at least your fixed internet connection (2), without having to encounter disproportionate service interruptions or periods of double billing.
What is Easy Switch not?
Easy Switch is not a purchase obligation!
It is not necessary that there is a strict 1-on-1 relationship between your new and your current contract: you can decide freely for which service(s) you want to conclude a contract with your new operator, and for which service(s) you don’t, no matter what active services you currently have with your current operator.
As soon as you wish to transfer your current fixed internet connection (2) to your new operator, you can benefit from Easy Switch, even if you wish to maintain your fixed telephony and / or mobile subscription(s) with your current operator.
Your new operator is entitled to ask you which active service(s) you have with your current operator in addition to your fixed internet connection (2). Your new operator has the right to make you a commercial proposal to also transfer this/these service(s) to him, but he does not have the right to force/compel you to transfer this/these service(s) to him under the guise of Easy Switch.
How does Easy Switch work?
The Easy Switch procedure applies by default, but you can indicate during your order to terminate your contract with your current operator yourself at a moment chosen by you.
By choosing for Easy Switch, you empower your new operator via a mandate to terminate your contract with your current operator in your name. If your current contract also includes fixed and/or mobile telephony, you can indicate on the mandate document what should happen with your fixed and/or mobile phone number(s):
- keep them with your current operator;
- transfer them to your new operator;
- have them deleted;
- or a combination of these options.
After your services are activated with your new operator, your current operator will be requested to terminate your current contract. You can choose when your new operator has to submit this request: immediately after activation of your new service(s), or at a specific moment chosen by you. (4) In this way you can keep your service(s) active with both your current and your new provider during a chosen period.
As soon as your current operator has terminated your contract, your new operator will confirm this. From that moment on you will be no longer double-billed.
How do you know if you can benefit from Easy Switch?
If your current fixed internet connection (2) is for residential or light-business use (3), then you can find the necessary Easy Switch information that you need to confirm to your new operator on the main page of the online customer zone with your current operator. Your current operator may not force you to take any action on that page in order to display the data, for example: by clicking to another page.
You can also find the necessary Easy Switch information on your invoice: the information should be clearly indicated.
If you have a smartphone and have installed your current carrier's mobile app, you can also find your Easy Switch information there.
If you don’t find anything that refers to Easy Switch, you can always contact your current provider's customer service to find out your Easy Switch information through them.
If you are unable to find out your Easy Switch information in any way, you probably don’t have a fixed internet connection (2) for residential or light-business use (3) and you will not be able to benefit from Easy Switch. Do not panic: you can still terminate your contract by sending a short message to your current operator after the activation of your new service(s).
What are the necessary Easy Switch data?
In addition to your customer number with your current operator, you need to provide an Easy Switch ID. Each operator is free to choose the syntax of the Easy Switch ID. Most operators have committed themselves to communicate this identification code as Easy Switch ID.
What is included in the Easy Switch ID?
The Easy Switch ID is the unique identification code that lets your current operator know which service(s) he should terminate.
Basically, the Easy Switch ID refers to the contract of your current fixed internet connection (2).
In case that your current contract also includes fixed and/or mobile telephony, the Easy Switch ID will also apply to this/these service(s). This does not mean that you are obliged to transfer this/these service(s) to your new operator. You are free to keep your phone number(s) with your current operator, transfer your phone number(s) to your new operator, have your phone number(s) deleted, or a combination of these options.
If applicable, check your current operator's website if it is technically and commercially possible to maintain certain services with him without having a fixed internet connection (2) with him. In this case, your current operator may ask you to conclude a new contract for this/these service(s).
Additional options, such as a mobile data packages, must be terminated by your current operator if and as soon as the main service (in this example, the mobile phone subscription) is terminated.
What are the benefits of Easy Switch?
- Until July 1st 2017 you had to send a message to your current operator, requesting him to terminate your contract at a moment chosen by you; starting July 1st 2017 you will have the opportunity to ask your new operator to do this for you.
- Because your new operator contacts your current operator with the request to terminate your current contract after your services have been activated, the length of a service interruption is limited to a technical minimum (4).
- Unless you choose to keep your services active with both operators during a self-chosen period (4), the double billing period is limited to a minimum. With Easy Switch your current operator must stop billing by the end of the day following the day that he is asked by your new operator to terminate your contract.
- If a technician's visit is required for the activation of your new services, then you have the option to make an appointment within a half-day time slot (either in the morning or in the afternoon) or a full day. This way you can better organize yourself. If the technician does not meet the stipulated appointment, you are automatically entitled to compensation of €30 per missed appointment. In addition, you may request in writing compensation of €6 per day of delay if the internet service was not activated on the specified activation date. Your current operator can settle it on your next invoice, or through a separate credit note.
What should you pay attention to with Easy Switch?
- The ordering process will be a bit more complicated when choosing Easy Switch: you need to look for your Easy Switch information and then pass it on correctly to your new operator during the ordering process. You are solely responsible for the information you provide: your new operator will not to be able to terminate your contract with your current operator if you provide incorrect information. This could result in a longer period of double billing.
- By choosing for Easy Switch, you relinquish control. When placing your new order, you already need to choose the moment when your new operator will request your current operator to terminate your contract. This means that you should already assume that your new service(s) will be working properly with your new operator after the activation. That will usually be the case, but when technical problems occurred with your new service(s) after the activation, then there is a risk that your new operator will not be able to resolve the issue before your current operator terminates your current service(s). This may cause you to be without internet (2) and/or telephony for a certain period of time.
- When you want to fix an appointment for a technician's visit, and you wish to have it within a specific time slot of half a day, for example in the morning or in the afternoon, please note that it may take longer before a technician’s visit can be planned. Requesting a half a day slot offers fewer opportunities than a full day. In addition, in such case the chance is bigger that you are not present when the technician arrives at the appointment (you simply forgot, the groceries lasted longer than expected, you’ve started talking to someone at the school gate, the neighbor asked you to give him a lift to the garage, you forgot your mobile phone somewhere and missed the call of the technician ...). As a result, the appointment can no longer take place within that same time slot, while more flexibility is possible within a time slot of a full day. Please keep in mind that you may be charged a fee of €63.82 if you are not present at the appointment with the technician, when you miss his call, when you deny or cannot provide him access the location(s) where he has to perform work…
- Your new operator will request your current operator to terminate your contract, but you are and will remain solely responsible for the consequences of the termination of that contract, such as, for example settling your outstanding justified invoices, the payment of damages when you terminate your current contract within the fixed contract term (= 6 months for residential contracts and typically 12 to 24 months for light-business contracts), the possible return of devices that you have received on loan from your current operator, being due the residual value of a device whose acquisition was bound to subscribing to a subscription... Please consult your contract and the terms and conditions of your current operator.
What if your new operator says that Easy Switch is not possible?
Your new operator may notify you that you cannot benefit from Easy Switch, even though you currently have a fixed internet connection (2) for residential or light-business use (3) with your current operator, and even though you have Easy Switch data from your current operator.
Even though all operators providing a fixed internet connection (2) intended for residential or light-business use (3) are obliged to offer Easy Switch as per July 1st 2017, it may be that your current or new operator technically fails to meet the Easy Switch procedures that have been installed by a special Workgroup. No panic: after the activation of your new service(s) you can send a short message to your current operator, requesting him to terminate your contract at a moment chosen by you, even immediately. Your current operator must execute this request as requested.
It is not up to Citymesh Connect, member of the above-mentioned Workgroup, to publish the names of those operators.
- (1) The procedure is governed by the Royal Decree of 6 September 2016 on the migration of fixed line services and offers of bundles in the electronic communications sector (Belgian Official Gazette of 22-09-2016). Link: http://bipt.be/public/files/nl/22020/20160916.pdf or http://bipt.be/public/files/fr/22020/20160916.pdf
- (2) Fixed television is also included in the Royal Decree but is not mentioned on this page by Citymesh Connect because we do not offer such service. Since fixed television with your current provider is typically covered by a different contract than your fixed internet service, you will need to cancel the fixed television contract yourself with your current provider.
- (3) Tariff plans intended for light-business use are business plans with a dynamic IP address.
- (4) Keeping your services active with both your current and new operator at the same time is only possible if you switch from internet technology (for example, if you switch from a cable operator to a DSL or fiber operator) or change of residence. In the case of telephony, it is technically impossible to have your number active at 2 different operators at the same time.