Frequently asked questions

Wyre is an infrastructure company, founded in 2023 as a joint venture between Telenet and Fluvius, which focuses on two main activities in Flanders and Brussels. On the one hand, we roll out a new fiber optic network (FTTH, Fiber-to-the-Home) for high-speed Internet, and on the other hand, we carry out maintenance and improvements to the existing hybrid fiber-coaxial network (HFC) to optimize the quality and performance of the network. Our networks, which are open for use by third parties, are used by telecom operators to offer their services to consumers and businesses, such as superfast internet, digital television, and telephony.

We operate in Flanders and Brussels.

Wyre's network, both the fiber optic network (FTTH, Fiber-to-the-Home) and the hybrid fiber-coaxial network (HFC), is used by telecom operators to offer their services—such as superfast internet, digital television and telephony—to consumers and businesses in Flanders and Brussels. Through Wyre's networks, they can provide a wide range of services.

Wyre is an infrastructure company, founded in 2023 as a joint venture between Telenet and Fluvius, which focuses on two main activities in Flanders and Brussels. On the one hand, we roll out a new fiber-optic network (FTTH, Fiber-to-the-Home) for high-speed Internet, and on the other hand hand, we carry out maintenance and improvements to the existing hybrid fiber-coaxial network (HFC) to optimize the quality and performance of the network. Our networks are used by telecom operators to offer their services to consumers and businesses­­—such as high-speed Internet, digital television and telephony.

Fiberklaar is an infrastructure company that only deploys a new fiber network and carries out its activities as an independent entity within the Proximus Group.

You can find all the information you need on the BIPT (Belgian Institute for Postal Services and Telecommunications) website here: https://fibreinfo.be/en/rights-and-duties/right-use-facades. This refers to Article 99 of the Act of 21 March 1991 on the reform of certain public economic enterprises.

Infrastructure companies such as Wyre do indeed have the right to use facades.

Specifically, we are allowed to install our network on facades facing public roads.

Note: Cables or connection points cannot simply be refused or removed. This could have serious implications for your neighbours' network or even your entire neighbourhood.

Do you still want a modification? In some cases, relocation is possible. Always submit an official request for this at https://www.wyre.be/en/adjustment-works. You will be provided with: a specific file number and a contact address  

Do you have any questions about modifications to the network cable or other network components? Easily submit them via this page, https://www.wyre.be/en/adjustment-works. If you have already requested a modification, you will have received an e-mail about this with the necessary contact details. Be sure to check your latest e-mails (and don't forget to check your spam folder) to follow the process.

Cables and connectors are essential for telecom services in your neighborhood. Cables are the backbone of our network that provides internet, digital TV, and telephony throughout Flanders and Brussels. Connectors on facades and in the street connect homes and businesses to this network. Although they are usually underground, you can sometimes find them on facades and electricity pylons. It is important to note that utility and infrastructure companies like Wyre have ‘facade rights,’ meaning that our network can install these fixtures on facades that face public roads. You may not simply remove these cables or connectors. In certain situations, however, it is possible to have them moved. For more information about this, please visit the page Adjustment works.

It is important to note that utility and infrastructure companies like Wyre have ‘facade rights,’ meaning that our network can install these fixtures on facades that face public roads. You may not simply remove these cables or connectors. For more information about this, please visit the page Adjustment works.

It is best to contact your telecom provider. They can help you further. Please note that your telecom provider may be different from your digital TV or telephony provider.

We understand that accidental damage may occur during works. If this happens to you, you have several options:

1. Directly contactour partner who performed the works. You can find their details:

• In the residents' letter you received about a week before the start of the works

• On the construction signs in your street (via the listed 0800 number)

2. Engage your own insurance company – they can advise you on the next steps and support you in dealing with them if necessary.

Our partner will handle your complaint personally: they will contact you to review the damage and provide an appropriate solution.

We apologise for the inconvenience. We will talk to the partner carrying out the work on behalf of Wyre. Can you provide us with your exact address and contact details? Please use this page to submit the information: https://www.wyre.be/en/contact-form. We will then contact the partner directly and ask them to contact you. Please send the information as quickly as possible, so that we can take immediate action!

We apologise for the inconvenience. We will talk to the partner carrying out the work on behalf of Wyre. Can you provide us with your exact address and contact details? Please use this page to submit the information: https://www.wyre.be/en/contact-form. We will then contact the partner directly and ask them to contact you. Please send the information as quickly as possible, so that we can take immediate action!

We are preparing your neighborhood for the digital future, which will, for example, enable even higher surfing speeds (10 Gbps and more). As this sometimes requires excavation, you may be inconvenienced. We will do our best to minimize the inconvenience and complete the works as soon as possible

There are several infrastructure companies in Flanders and Brussels, each with its own network. Wyre, a company of Telenet and Fluvius, is laying another fiber-optic network. As a result, you will soon be able to choose from several providers for your internet, digital TV, and telephone services.

For questions about works, please contact our partner who is carrying out the work. Their contact details can be found in the letter addressed to residents that you received a week before the work began, and on the boards in the street. The number is an 0800 number.

If there are network components such as a network cable or connector on your house or on your property, we may take photos of them. These photos will only be used to give us a clear picture of the situation and allow us to prepare our work accurately.

Yes, that is possible. If there are network components such as a network cable or connector on your house or on your property, we may need to carry out work on them. If there is no component present, it’s possible that we may need to install a new network cable and/or connector there.

The telecom law—specifically the ‘facade right’—states that you cannot refuse. Facade right means that utility and infrastructure companies are allowed to install their network components on facades that face public roads. It also gives us permission to carry out works on private land if necessary. Of course, we will contact you first and you will have a say in how a new cable or connector is installed. Everything will be restored to its previous state.

We always coordinate our excavations with those of other utility and infrastructure companies.

If you have a complaint, for example about a poorly repaired pavement, residual waste, or damage to your property, you can contact our partner who is carrying out the work. Their contact details can be found in the letter addressed to residents that you received a week before the work began, and on the boards in the street. The number is an 0800 number.

Our partner who carried out the work will handle your complaint. They will contact you to assess the situation and take the necessary steps to resolve the problem.

Contact your telecom provider for help. Please note, your digital TV provider may be different from your phone service provider.

Wyre is an infrastructure company that builds the network. The telecom providers supply the services to be delivered over the network and therefore the connection. It is therefore best to contact the telecom provider with whom you made the appointment.

Wyre is an infrastructure company that builds the network. The telecom providers supply the services to be delivered over the network and therefore the connection. Contact your telecom provider and ask whether they use our network. They can then help you further.

We are rolling out the fiber network in stages, one municipality at a time. Check with your telecom provider to see if fiber is already available and if your home can be connected. If that’s not yet possible, we are unable to say precisely when it will be the turn of your municipality and street. Once the works are planned in consultation with your local authorities, you will receive a letter containing more information from our partner who will carry out the work, approximately a week before work begins.

Contact your telecom provider to find out if your home or business is eligible to connect to the Wyre fiber network.

Check with your telecom provider to see what connections are currently available. Want to be ready for the future? Make sure to fit cable protection tubes. For more information about installing these tubes, consult the following leaflets:

• Fiber-to-the-Home

You can also have an electrician or other technician carry out the installation.

Wyre installs the fiber network in the street as far as the house. For the final stage of connection, you should contact your telecom provider. If you live in an apartment, contact the building management for more information about connecting.

First, contact your telecom provider to see if connection is possible. If not, speak to the building management. They may have already been in contact with Wyre.

We understand that it can be confusing if your street or house isn’t connected while surrounding streets or houses are.

Fibre is being rolled out in zones that are technically and practically defined. This means that the decision to start or stop somewhere depends on various factors, such as the available infrastructure, the technical feasibility and the planning schedule. The plans for the roll-out were carefully drawn up and based on the technically complex structure of the fibre network. We’re happy to say that Wyre's coax network, which is available almost everywhere in Flanders, already offers very fast internet speeds and is future-proof. This network continues to be a reliable and powerful solution for all your digital needs.

We understand that it can be confusing if your street or house isn’t connected while surrounding streets or houses are.

Fibre is being rolled out in zones that are technically and practically defined. This means that the decision to start or stop somewhere depends on various factors, such as the available infrastructure, the technical feasibility and the planning schedule. The plans for the roll-out were carefully drawn up and based on the technically complex structure of the fibre network. We’re happy to say that Wyre's coax network, which is available almost everywhere in Flanders, already offers very fast internet speeds and is future-proof. This network continues to be a reliable and powerful solution for all your digital needs.

Wyre lays the fibre network and – at the request of a telecom provider – connects that network up to a physical connection point ('the white box') in a house or apartment. As soon as this has been done, the telecom provider installs or activates the modem. So you should always apply to your telecom provider for a fibre optic connection and not to Wyre.

No. As an end user, always contact your telecom provider first. Your provider will check whether a fibre connection is technically possible at your address. If it is possible, your provider will then ask Wyre or another partner to install the technical connection.

That only happens after your telecom provider has submitted an application to us. At that point, the telecom provider schedules a time slot for the connection as well. Your telecom provider will notify you about this.

At the request of your telecom provider, Wyre or one of its contractors will install the connection point ('the white box') in your home. Your telecom provider will then install the modem and activate your services.

As standard, we install it at the location of your current coax connection or behind the nearest facade on the street side. Do you want us to install it somewhere else? If so, please indicate this on the questionnaire provided by your telecom provider. Note that any adjustments made outside the standard location may lead to an additional quote via your telecom provider.

We or our contractor will carry out any necessary excavation work between the network and your home. We only do this with your permission and with the permission of your telecom provider.

Go to https://www.wyre.be/en/network for a handy overview document explaining the technical connection and the possible impact of the work in and around your home.

We understand that accidental damage can occur during works. If this happens to you, you have two options. First, you can contact our partner who carried out the work. You will find their contact details on the letter addressed to residents that you received shortly before the work began, and on signage in the street. Another option is to contact your insurance provider. They will be able to inform you of the next steps and provide guidance on repairing the damage.

If you have accidentally hit the cabinet on the sidewalk with your car, damaged a Wyre cable while gardening, or moved a connector during renovation works, please report this to us immediately via 015 666 555.

No, you may not move it. Only employees and partners of Wyre may move or remove network cables and connectors. If you are carrying out works that impact a cable or connector, you must ask us to move or remove them. Make sure you submit your request at least eight weeks in advance. Please note: if you move or remove the cable or connector yourself; or allow a contractor to do so, we will consider this damage and will impose repair costs.

No, you may not move it. Only employees and partners of Wyre may move or remove network cables and connectors. If you wish to know the status of your request, you can contact us using the details in the email that you received from us. Please note: if you move or remove the cable or connector yourself; or allow a contractor to do so, we will consider this damage and will impose repair costs.

Is there a network cable or other component blocking you? We will be happy to consider your situation. Start your request here.

The cost differs according to the situation. Start your request here and we will provide you with a non-binding quote. Depending on the circumstances, such as facade or demolition works, and what adjustment you require (excavation, cable on the facade), the costs can vary from free to approximately €3,000.

A request to move or remove a network cable or other component must be submitted at least eight weeks before the start of facade or demolition works. If you would like us to carry out the work sooner, we will consider that an urgent appointment and additional costs will apply. You can find all the information about possible additional costs and the process on our Adjustment works page.

After you have submitted your request online, we will usually visit the location to carry out an inspection. That allows us to assess the work required. Please ensure someone is present during this visit, such as yourself or a contractor. If nobody is present at the agreed time (we will wait up to 15 minutes), we will apply a travel cost of €85. We will inform you if somebody needs to be present doing the work itself. You can find all the information about possible additional costs and the process on our Adjustment works page.

We will consider this. Please attach a certificate of the protection when you submit your request. You will find all the information you need about certification on the website of the Agentschap Onroerend Erfgoed.

If you have submitted a request for adjustment works, you should have received an email with contact details for following up the process. Check your emails and your spam folder.

If you submitted a request, you should have received an email with the contact information to follow up on the process. Be sure to check the latest email communication and your spam folder so you can reach us as soon as possible. Can't find the email? Then you can also use the general contact form on our website.

We’d like to explain to you how we handle the photos that are taken as part of the preliminary surveys for laying the fibre network.

Firstly, during surveys no photos are taken in which people are recognisable. The photos focus exclusively on the public domain such as streets, houses and street furniture. And as you probably know, it isn’t illegal to photograph houses from public roads.

Secondly, the photos are for technical planning purposes only. They help us assess access points or potential risks, such as listed monuments or street furniture, etc. What’s more, the photos are deleted after they have served their purpose.

Thirdly, the photos are never published and are accessible only to technicians and planners. And they are only used internally for research and planning purposes.

Finally, the photos are taken by employees of our contractor, who make themselves identifiable by wearing jackets with the contractor's logo and identification badges. That way, you can always check whether they are working for Wyre. Your municipality or city council is also always aware of what is happening.

We’d like to explain to you how we handle the photos that are taken as part of the preliminary surveys for laying the fibre network.

Firstly, during surveys no photos are taken in which people are recognisable. The photos focus exclusively on the public domain such as streets, houses and street furniture. And as you probably know, it isn’t illegal to photograph houses from public roads.

Secondly, the photos are for technical planning purposes only. They help us assess access points or potential risks, such as listed monuments or street furniture, etc. What’s more, the photos are deleted after they have served their purpose.

Thirdly, the photos are never published and are accessible only to technicians and planners. And they are only used internally for research and planning purposes.

Finally, the photos are taken by employees of our contractor, who make themselves identifiable by wearing jackets with the contractor's logo and identification badges. That way, you can always check whether they are working for Wyre. Your municipality or city council is also always aware of what is happening.

We know from experience that apartment buildings with fewer than 9 LUs are normally easier to connect than larger apartment buildings. If there is fiber in the street, your telecom operator can connect these buildings one LU after the other. If the connection turns out to be more complex, a Wyre partner will contact the property manager for a site survey and further follow-up. In short, these buildings follow the 'normal' route and are not included in Wyre's MDU process.

If the drop cable is from the ACO and we have permission to use it, our MDU partner will look at what is possible on site. As for the Telenet-certified drop cable, that’s a type A1 cable.

Wyre wants to be end-to-end responsible for everything so that it is clear who to contact in case of problems. That's why we prefer to lay cable ducts ourselves. If there is already a duct in place, we first check the contract to see whether we can use it. Send us your contract with Proximus or Fiberklaar so that we can check it straight away. We’re usually not allowed to use the existing duct, so we prefer to install a second one to avoid future problems.

That’s something Proximus and Fiberklaar have said. Wyre has no agreement with Proximus or Fiberklaar for the use of their fiber cables.

We have no agreement about this with Proximus or Fiberklaar, so this possibility hasn’t yet been addressed. However, we can technically prepare everything, such as installing Wyre's ‘fiber acquisition point', so that we are ready for the future. This costs the ACO nothing and can be done quickly.

We’re rolling out the fiber network step by step, municipality by municipality. First check with your telecom provider whether fiber is already available and whether your apartment can be connected. Is this not yet the case? Then we can’t give you the exact timing for your municipality or street. The planning schedule depends on factors such as licensing and overall rollout. Our aim is to bring 69% of our current footprint to FTTH by 2029. The fact that we’re contacting you now means that there is a high-level planning schedule but it’s not yet concrete.