Questions about Administration

  • Do you want to pay by direct debit?

    Do you not want to pay your invoice by bank transfer?

    Fill in this SEPA mandate and send it signed to finance@telsmart.eu.

    SEPA new contract TelSmart

  • What are our terms and conditions?
  • What does ‘privacy policy’ mean?

    Click here if you want to know more about our privacy policy:
    https://www.telsmart.eu/privacy-policy/

  • What is meant by our Cookie Statement?

    Click here if you want to know more about our Cookie Statement: https://www.telsmart.eu/cookie-statement/

  • Do you see something on our website that is incorrect or no longer applies?

    Have you seen something on our website that is incorrect or no longer applies?
    Read what you can do about it here: https://www.telsmart.eu/disclaimer/

  • Which TelSmart vacancies are currently open?

    Click here to see what future colleagues we are looking for: https://www.telsmart.eu/jobs/

  • Where do you find your Easy Switch code?

    An Easy Switch code is for private individuals only.
    This does not apply to TelSmart customers.

  • Send the letter of termination after our installation

    As an extra service* to you, we have already sent you a number of examples of standard letters of termination.
    You may now complete the sample letters for your previous providers and print, review, sign and send them by registered mail to the appropriate provider.
    The services mentioned below may not be terminated with the previous operator so it is best to mention them next to the comment: “Do not terminate these”:

    Note! If you do not do this, or you do not write a letter of termination, you will continue to receive invoices from your previous provider.

    If you have any questions, please do not hesitate to contact your account manager. They can help you with this.

     

     

     

     

     

     

     

     

     

    *We offer you this as an extra service but we are not responsible for the correctness of the content, nor for the timely dispatch to the previous operator. We will therefore under no circumstances compensate invoices from the previous operator.

  • How do you check your usage?

    You can view this in detail via My TelSmart.

  • Sample letters of termination for your current provider
    As an extra service* to you, we provide you with a number of examples of standard letters of termination:
    – for the termination of services at Telenet
    – for the termination of services at Proximus
    – for the termination of services at other providers
    IMPORTANT: you should only send this after we have informed you that the installation has been completed. You should also be sure to check the contents of the letter for accuracy before sending it.
    If you have any questions or queries about the letter of termination, please contact your account manager. They can help you with this._x000D_

    *We offer you this as an extra service but we are not responsible for the correctness of the content, nor for the timely dispatch to the previous operator. We will therefore under no circumstances compensate invoices from the previous operator._x000D_

  • BNP Acquis insurance

    If your renting agreement is with BNP, be sure to read the attached brochures containing important information.

    This notification is purely for information purposes. This is a matter for Acquis.

    Insurance of financed equipment_

    Letter from Acquis sent to customers_

    Frequently Asked Questions_

    Do you have any questions surrounding this?

    Then be sure to contact Acquis via number 0800/022.54.69.

  • A meeting is scheduled with your alarm company. What does this mean?

    If you have an alarm, your alarm company may need to make adjustments.
    This will be determined during the technical previsit that our technician performs before the installation.

  • How is your TelSmart invoice paid with RES?

    Are you a customer and have you agreed to pay 50% or 100% of your invoice with RES?
    When you receive your monthly invoice, you may pay the amount excluding VAT with RES.
    The VAT has to be paid by bank transfer and thus in €.

    Hardware and software can also only be paid in €.
    All information about RES can be found here: www.res.be

  • You are relocating. What now?

    Contact us in time! The request for a relocation should be made preferably 12 weeks and at least 6 weeks in advance. This period allows us to plan a technical intervention if necessary.

    Preparing your relocation:

    – When you send us the request to relocate, it is useful to already answer the following questions:
    – What is the new address?
    – Do you have a moving date yet?
    – Do you already have the key to the new location?
    – Is there internet at the new address? If so, from which provider?
    – Does TelSmart internet need to be installed at the new address?
    – Is there an alarm at the new address?
    – Are you going to unplug the devices yourself at the current address and take them to the new location, or would you rather have our technician take care of the removal of the devices?

  • Why do you have to send your letter of termination yourself?

    After your contract was processed, you received a welcome e-mail from TelSmart. There, an explanation of termination is given. In the attachment to this mail, you will also find sample letters.

    You should only send this after we have informed you that the installation has been completed. This is also done by mail.

    You should also be sure to check the contents of the letter for accuracy before sending it. The best way to do this is by using a recent invoice from your previous provider.
    Since you have to decide what should and should not be terminated, sign your letter of termination and send it by registered mail, we cannot take on this task.
    If you don’t do this, or don’t write your own letter of termination, you will continue to receive invoices from your previous provider.

    We offer this as an extra service but are not responsible for the correctness of the content, nor for the timely dispatch to the previous operator. We will therefore under no circumstances compensate invoices from the previous operator.

  • When can you send the letter of termination to your previous operator?

    After your contract has been processed by our file manager, you will receive a welcome e-mail. In the attachment, you will find the standard letters of termination. These should not yet be completed and sent!

    After the installation of your devices, a report will be drawn up by our technician. This will be checked to see what should be terminated and what certainly should not. Afterwards, you will receive an e-mail with the reference to the standard letters of termination with the notification that the termination may now happen.

    If certain numbers or services should definitely not be removed, this will also be mentioned. Afterwards, you need to print and fill in the standard letter that applies to your previous operator. You will then need to sign the letter and send it by registered mail.

    We offer this as an extra service but are not responsible for the correctness of the content, nor for the timely dispatch to the previous operator. We will therefore under no circumstances compensate invoices from the previous operator.

  • How do you log in to My TelSmart?

    On the day of the installation, our technician will give you your login details to log in to My TelSmart.
    The username and password are default. You will have to log in with the standard login and afterwards you can create a new username and password. Store them well!

    This link shows you how you can save passwords on Google Chrome:
    https://support.google.com/chrome/answer/95606?co=GENIE.Platform%3DDesktop&hl=nl

  • Can you get a copy of your invoice?

    Via My.TelSmart, you can find an overview of all past invoices. This is found via: “Reports – Invoices”

  • What is your outstanding balance?

    Want to know if you have an outstanding balance and how much it is? Feel free to contact our billing department. They will be happy to help you. –> finance@telsmart.eu

  • You have a question about invoicing. Where can you go?

    For all your questions regarding your invoice, please contact our billing department. To do so, please send an e-mail to finance@telsmart.eu.
    Our billing department can be reached every working day between 8:30 AM and 12 PM via our general number: 028883300.