Telenet Offers New TV Box for Free but Customers are Left Confused by Charges

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

The statement in the email mentioned a one-off cost of 50 euros, which left customers perplexed. Upon contacting Telenet, customers were informed that the TV box is indeed free, but the 50 euros mentioned in the email is for the residual value that applies if the customer does not return their old device after canceling their subscription.

Telenet spokesperson Bart Boone acknowledged that the situation might be confusing for customers but reassured that the TV box itself is free. The 50 euros mentioned in the email only applies if the customer fails to return their old device. 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 response to customer feedback, Telenet has now updated their communication channels to provide more transparency and clarity about their offers and promotions. Customers can now expect clearer information about any costs associated with accepting new devices or services from Telenet in future emails and communications.