FAQ | Help Section

Who is Digiweb?

Based in in Dublin, in Ireland, with services in the UK and Belgium, Digiweb is a full-service national communications and managed services provider since 1997. With this scope of experience, you know you are in good hands.

Why are you changing your name?

From the 1st October 2014 the current terms of your contract will be revised such that your services will be provided by DT (Belgium) BVBA, trading as Digiweb, this change will not affect your existing service in any other way.
To regroup all your telecommunications needs under one roof is much simpler ! This is another proof of Digiweb's commitment to best serve you.

How do I contact Customer Care?

You can contact our Customer Care Team:
By phone on 0800 50 449 (free call from a landline) Mondays to Thursdays 9am to 6pm and Fridays 9am to 5pm
By email to service@www.united-telecom.be/digiweb
By post to Digiweb Customer Care, PO BOX 5100, Building DePost, 1931 Brucargo, Belgique

What products do you offer?

Our main products are fixed telephony, mobile telephony and ADSL subscriptions with no minimal contract and with outstanding customer care support.

Do you have your own network?

Not at the moment. We use Belgacom network for the landlines products, Base for the mobile products and Mobistar/Edpnet for the Internet products

How do I subscribe?

You can order via our website or download the form below. You can also contact our Customer Care Team on 0800 50 449. The activation takes approximately 5 working days. We will call you to confirm it and you will also receive a written confirmation within a week of the activation.

Download Order Form here!

How do I receive my bill ?

You will receive a bill every month. You can request to receive them by post or by e-mail (e-billing).

How do I pay my bill ?

You can pay your bill:
by EFT: with the payment slip at the bottom of the invoice
by Direct Debit:
Please note that the process can take up to three weeks before being fully activated. You may need to pay a final invoice by other means before your Direct Debit becomes effective.

Download Direct Debit form here!

How do I modify or cancel a Direct Debit?
Contact our Customer Care Team on 0800 50 449
by Credit Card: we accept Mastercard and Visa cards

What is e-billing ?

E-billing means receiving your invoices by e-mail. Every month, you will receive a link to your secured online account to view and download your invoices in PDF format.
To activate the option, contact our Customer Care Team. You will then receive your login details to access your secured online account.

How do I pay by direct debit?

It's easy, Choose Direct Debit!
How does it work?
The amount of your invoice will be deducted from your bank account automatically every month.
You will still receive your invoice, the only difference is you won’t have to think about the payment!

How can I activate direct debit?
Simply download the form by clicking on the link below. Fill and return it to our Customer Care Team by email service@www.united-telecom.be/digiweb or by fax +353 42 936 0024
Please note that the process can take up to three weeks before being fully activated. You may need to pay a final invoice by other means before your Direct Debit becomes effective.

Download Direct Debit form here!

How do I modify or cancel a Direct Debit?
Contact our Customer Care Team on 0800 50 449

Should I still receive an invoice from Belgacom?

Yes and no. For your landline, your phone line is still owned by Belgacom and they continue to bill you for the line rental as well as any option you may have such as VoiceMail, caller ID and call forwarding.
However, if you are billed for calls or services when you are with Digiweb, it is best to contact us for clarification.

How is a call billed?

The cost of a call is both a connection fee and a charge per minute. Billing is calculated per second from the first second. However, for some packages or numbers, the cost is calculated per call. For mobile packages, there is no connection fee.

How do I see the details of my calls?

The details of your calls can be seen on your detailed invoice There is a €2 charge per month for a detailed invoice. To activate this option, you will need to contact us.

I already have a mobile number and want to subscribe to your products, will my number change?

No, you can keep your number free of charge regardless of who your current provider is. Your contacts will still be able to call you at the same number.
Contact us before cancelling your account with your current provider so we can look after the transfer for you.

How do I keep the contacts I had saved in my old Sim card?

If your contacts are saved onto your mobile memory, then there is nothing to do and your contacts will be available when you change your Sim card. If your contacts are saved onto your Sim card, they need to be transferred to the memory of your mobile. You can refer to the user manual of your mobile.

How do I configure my MMS and mobile Data?

MMS:
APN: mms.be
Username: mms
Password: mms
MMSC: http://mmsc.be
- optional settings -
Proxy: 217.72.235.1
Port: 8080
Max size: 300000

MTMobile Data
APN: web.be
Username: web
Password: web

You must reboot your mobile afterwards

What do I do if my mobile has been stolen/lost?

If your mobile has been lost or stolen, call us as soon as possible on 0800 50 449 Mondays to Thursdays 9am to 6pm and Fridays 9am to 5pm.
Outside of these hours, call us on 0487 575 575 or from abroad 00 32 487 575 575. Please note, only use this number if your mobile has been stolen or is lost.
We will block your Sim card immediately and will send you a new one free of charge. Your mobile number will remain the same.

What is VoiceMail?

VoiceMail is an answering message service where callers can leave voice messages when you are not available to take the call.

How do I configure my VoiceMail?

For your landline, you need to contact Belgacom.
For your mobile, you need first of all to configure the option in your mobile as follows:
Dial 1933 (number to access the VM) from your mobile. On that first call, you will be invited to choose the language (1 for English, 2 for French, 3 for Flemish), then you will need to enter your pin, a secret code made of 4 digits followed by hash (#) to validate. Once you have chosen your pin, you will need to record your name or your welcome message. Dial 1 to record your name or dial 2 to record your welcome message. When your recording is finished, press hash (#) to validate.

What is roaming?

Call , send SMS and surf when you are abroad is called roaming.

When traveling to another country in the European Union, you have undoubtedly received free text messages informing you of roaming tariffs for calling, texting and mobile Internet.
In the European Union the international roaming tariffs are regulated and a maximum tariff ("Eurotariff") has been set.

The Eurotariff applies to calls, SMS and MMS and the Internet on your mobile phone, your smartphone or your tablet.

Roaming prices

As a customer of a Belgian operator, you will benefit from the Eurotariff when you are in a country of the European Union or in a country that has signed an agreement with the European Union (Norway, Iceland) and when:

- you call (or send a SMS or a MMS to) a fixed or mobile Belgian number;
- you call a fixed or mobile number of the country you are in;
- you receive a call, a SMS or a MMS on your phone, your smartphone or your tablet;
- you access the Internet thanks to your smartphone or your tablet.

Please note that the Eurotariff only applies:

* in the countries of the European Union (not in Switzerland, for example);
* in the countries having signed an agreement with the European Union: Norway, Iceland;
* if you are not in Belgium (if you call a number abroad while being in Belgium, you will pay the international tariff, which is often higher than the Eurotariff);
* if you use a Belgian mobile phone (not a fixed phone abroad).


Roaming charges (VAT included) from 1 July 2014:
Making a call € 0,230/min
Receiving a call € 0,060/min
Receiving a SMS € 0,073/SMS
Receiving an SMS free of charge
Data traffic € 0,242/Mb

Manage your roaming fees:
Deactivate the « data abroad » function of your smartphone when you don't use the Internet in order to avoid automatic connections of the device and related costs;

Do not ignore the alert message sent when you reach 80% of your spending limits on top of the fixed charge.

Please note that with roaming, once the limits are reached, the service is interrupted, unless you have explicitly asked your operator not to do so. It is the law!

Premiums numbers and SMS

Be aware that calls or SMS to certain “special” numbers cost more than calls or SMS to “normal” numbers.

For certain phone or SMS numbers a premium charge applies. These are numbers that give access to specific information services, game or entertainment services or with adult content of an erotic or sexual nature, and so on.

For calls to phone numbers of the 070/078 type or in the 0900 series or texts to short numbers, a premium charge may apply. The premium charge may lead to extremely high call charges.

You can contact our Customer Care Team to block access to such premium numbers free of charge.

Premium Rates
Premium phone numbers and maximum rates:

070 € 0.30/min.
078 € 0.30/min.
0900 € 0.50/min.
0901 € 0.50/call
0902 € 1/min.
0903 € 1.50/min.
0904 € 2/min.
0905 € 2/call
0906 € 1/min.
0907 € 2/min.
0909 flexible (per minute and/or call) but max. € 31 per communication.

Premium short numbers for sending or receiving SMS messages:

2000 to 2999 € 1 for 1 SMS sent and/or 1 SMS received
3000 to 3999 € 2 for 1 SMS sent and/or 1 SMS received
4000 to 4999 € 31 for 1 SMS sent and/or 1 SMS received
5000 to 5999 € 0.5 for 1 SMS sent and/or 1 SMS received
6000 to 6999 € 2 for 1 SMS sent and/or 1 SMS received
7000 to 7999 € 4 for 1 SMS sent and/or 1 SMS received
9000 to 9499 € 2 per message for the subscription and per message received
9500 to 9999 € 2 per message for the subscription and per message received

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