YOUR SERVICES WILL BE DISCONNECTED IN

d a y s

Clock is ticking…You have only days left to switch to another provider!

Please remember that in the morning of December 1st, your mobile, fixe and internet subscriptions will be disconnected.

If you wish to keep your services and/or your phone numbers, you must transfer your numbers to another provider before midnight on November 30! Do not hesitate, this will be easy and quick!

However, if no action has been taken before this date, please be aware that your services will be terminated and that your numbers will be permanently lost and unrecoverable.

We remind you that BASE is our privileged partner in Belgium. You can contact their services by calling +32 486 19 1999 for any further information.

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Why base?

BASE belongs to the TELENET group and offers the mobile offers, the services and guarantees that meet JOIN’s expectations for its customers, who in fact are already using the BASE mobile network.

As Belgian entertainment and telecommunications services provider, BASE within Telenet Group is constantly striving for excellence for its customers in the digital world. It will guarantee JOIN customers a long-term competitive price.

More than 3,000 employees who share a common goal: to make life and work easier and more enjoyable.

Base is part of the world’s largestTV group leader and the biggest high-speed internet provider, who invests, innovates and mobilises people in more than 12 countries in Europe, to make the most of the digital revolution.

Next steps

JOIN stopped selling mobile subscriptions and prepaid cards in Belgium as of 1/8/2018.

In the next coming days following this date, JOIN will send you an email or a personalised letter containing all the details of the best BASE price plan which corresponds to your current plan.

You will then have the choice of accepting this offer, or to look yourself for another alternative.

JOIN Belgium will continue to serve its current customers until 1st December 2018, in order to allow them to take out a new subscription with another operator before the permanent closure of its services.

FAQ

Why has JOIN decided to terminate its mobile telephony activities in Belgium?

This termination of activities follows the redefinition of its strategy. JOIN has decided to terminate its activity in Belgium in order to refocus on its activity in Luxembourg.

Why recommend BASE and the TELENET group and not another provider?

BASE belongs to the TELENET group and offers the mobile offers, the services and guarantees that meet JOIN’s expectations for its customers, who in fact are already using the BASE mobile network.

More than 3,000 employees who share a common goal: to make life and work easier and more enjoyable.

As Belgian entertainment and telecommunications services provider, BASE within Telenet Group is constantly striving for excellence for its customers in the digital world. It will guarantee JOIN customers a long-term competitive price.

Base is part of the world’s largest TV group leader and the biggest high-speed internet provider, who invests, innovates and mobilises people in more than 12 countries in Europe , to make the most of the digital revolution.

Who is BASE?

BASE belongs to the TELENET group.

As Belgian entertainment and telecommunications provider, Telenet Group is constantly striving for excellence for its customers within the digital world. Under the Telenet brand, the company provides digital television, high speed internet and landline and mobile phone services, targeted at the residential segment in Flanders, Brussels, and part of Wallonia (Botte du Hainaut).

Telenet Group also offers mobile telephonyservices under the BASE brand throughout Belgium. The Telenet Business department offers connectivity, hosting and security solutions for the Belgian and Luxembourgish business markets. More than 3,000 employees who share a common goal: to make life and work easier and more enjoyable.

Telenet Group is part of Telenet Group Holding NV and is listed on Euronext Brussels under the TNET ticker symbol. For further information, visit www.telenet.be. 58% of Telenet shares are held by Liberty Global, the biggest TV group worldwide and the biggest high-speed internet provider, who invests, innovates and mobilises people in more than 12 countries in Europe in order to make the most of the digital revolution.

What do I need to do to port my mobile number to BASE?

In the next few days, JOIN will send you a personalised letter or email containing all the details of the best BASE offer corresponding to your current price plan.

In this letter or email, you will also find the process to follow in order to transfer your mobile number to BASE if you wish.

What happens if I do not agree?

JOIN Belgium will continue to serve its current customers until 1st December 2018, to enable them to choose a new subscription with another operator or close their contract with JOIN Belgium before its services permanently stop.

Will my current contract (price, duration, type, conditions, etc.) change?

In the next few days, JOIN will send you a personalised letter or email containing all the details of the best BASE offer corresponding to your current price plan. You can then decide to accept this offer or to look for another offer by yourself.

How do I close my contract with JOIN Belgium?

To facilitate the porting of your number to another operator, or to purely and simplyterminate your subscription, JOIN will ignore the minimum commitment period set out in your contract and therefore will not bill any termination costs under your contract.

You can request the termination of your subscription by any written means, and not only by registered letter as usually required.

I have a leased phone or an LTE modem. Can I keep it?

To enable our customers to easily transfer their subscription to another operator, upon port out or termination of the current plan, JOIN Belgium will stop billing for the monthly rental, and the phone or the modem will belong permanently to the customer.

Can I keep my current telephone number?

Your telephone number linked to a JOIN Belgium price plan or a Belgian BANANASIM card may be ported to another operator of your choice.

I have a Belgian prepaid BANANASIM card. Can I continue to use it?

JOIN will no longer offer recharges for the BANANASIM cards for its Belgian customers after 31 August 2018.

You can however continue to use any recharges you may have bought before this date until 30/10/2018. The JOIN telephone services will stop on 1st December 2018.

Your phone number linked to the Belgian BANANASIM card can be ported to another operator of your choice.

I have a Belgian prepaid BANANASIM card. Will it also be transferred to BASE?

As for the mobile plans, you have the choice of transferring your Belgian BANANASIM card to BASE or to another operator of your choice.

I have bought Belgian BANANASIM recharges. Can I still use them?

You can continue to use the Belgian recharges until 30/10/2018. The JOIN telephony services will stop in Belgium on 1st December 2018.

What happens if my call credits are not used up by 1st December 2018?

We advise customers to use their call credit before 1st December 2018. However, you can ask JOIN to block the prepaid card and reimburse your bank account with the call credit amounts greater than 1 euro. This request must be made by SMS to 9009, specifying your IBAN. The number of a blocked prepay card can still be ported to another operator.

Contact us

Who do I need to contact if I need help? Below is list of the different contact means.

By online chat

For an immediate answer, from 8h to 20h Monday to Friday.

By phone

Personal

9009 From a JOIN mobile

+352 671 009 900 Luxemburg from abroad

From 8h00 to 20h00 Monday to Friday. Closed during the weekends and National Holidays.

By phone

Business

9900 From a JOIN mobile

+32 46 71 0 9900 Luxemburg from abroad

From 8h00 to 20h00 Monday to Friday. Closed during the weekends and National Holidays.

Contact form

Contact form

By mail

  • JOIN Experience S.A
  • Service clients
  • 11, rue de Bitbourg
  • L- 1273 Luxembourg
  • GRAND-DUCHE DE LUXEMBOURG
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Any other questions?

We are available to answer your questions via the following contacts:

Personal

By telephone: +32 467 109 009

From a JOIN mobile phone: 9009

Or via our contact page

Business

By telephone: +32 46 71 0 9900

From a JOIN mobile phone: 9900

Or via our contact page