Telenet Confuses Customers with 50-Euro Charge for Old TV Decoder Return

Telenet recently offered their customers a new TV box in exchange for their old decoder. This updated version of the digicorders and digiboxes allows customers to watch TV and access other services. However, confusion arose when customers received bills of 50 euros after accepting the offer.

Customers were left puzzled by the statement in the email that mentioned a one-off cost of 50 euros. Upon contacting Telenet, they were informed that the TV box is indeed free but that the 50 euros mentioned in the email is for the residual value that applies if they fail to return their old device after canceling their subscription.

Telenet spokesperson Bart Boone acknowledged that this situation might be confusing for customers but assured them that the TV box itself is free. The 50 euros mentioned in the email only applies if they fail to return their old device, which was not made clear in the initial offer. The Telecommunications Ombudsman Service has not yet received any complaints regarding this confusion but advised customers to contact them if they have any concerns about being charged for something that was promised to be free.

In an effort to address customer concerns, Telenet has since clarified that there is no charge for returning old devices and provided additional information on how customers can receive their new TV boxes without any additional costs. They encourage all customers who have received bills for residual values to contact them directly so they can resolve any issues promptly.