Customers who switch to Telenet’s ‘free’ TV box still incur a 50 euro charge: “We recognize the potential confusion”

Telenet customers have been receiving emails promoting the new TV box, which is a replacement for older decoders used to watch TV, record programs, and access online content. The emails state that customers can exchange their old device for the new TV box for free. However, some customers have been confused when they receive a bill of 50 euros after accepting the offer.

When a member of the editorial staff accepted the offer and received a 50 euro bill, they called Telenet for clarification. The spokesperson explained that while the TV box is indeed free, the 50 euro charge mentioned in the email is related to a residual value that may apply if the customer fails to return their old device. Customers are required to pay this amount only if they do not submit their old device after canceling their subscription.

According to the Telecommunications Ombudsman Service, there have been no reports of complaints from Telenet customers regarding this confusion. However, they encourage customers who are concerned about unexpected charges to reach out to their service for further assistance. It is important for customers to clarify any billing discrepancies to avoid any misunderstandings.