If your Orange connection just dropped, here is the short version. First, find out whether it is a real outage or just your device. Check a live tracker like Downdetector, open Orange's network status page, or look at the My Orange app, which sends outage alerts for your address. If a lot of people in your area report problems at the same time, it is an Orange outage and the fix is on their side. If it is only you, it is usually your phone, SIM or modem, and you can often fix it in a few minutes. Below you will find how to tell the difference, how to fix the most common problems yourself, how to report an outage and reach Orange, what compensation you are owed if it drags on, and how to stay online while it is being fixed.
Is Orange down right now?
The quickest way to know is to check whether other people are reporting the same thing at the same time. If reports are spiking and your neighbours are affected too, it is an outage on Orange's side and there is nothing to fix at home.
Downdetector (allestoringen.be): shows a live spike in reports and a map of affected areas.
Orange network status page: lists planned works and known network issues.
My Orange app: notifies you about outages that affect your address and lets you check your line.
Social media: searching Orange on X or Facebook usually surfaces a live outage within minutes.
Is it an Orange outage or just your connection?
Run this 30-second check before troubleshooting, so you do not spend time fixing something that is not broken on your end.
Just you or everyone? If others on Orange nearby still have signal, the problem is your device or SIM, not the network.
Mobile or home internet? No signal and no mobile data is a mobile issue. Wifi connects but nothing loads is a home internet issue. They have different fixes.
One device or all of them? If only one device is offline, the problem is that device.
Anything on your account? An unpaid bill or a used-up data bundle can look like an outage. Check My Orange.
How to fix common Orange problems yourself
Most one-person problems are fixable in a few minutes. Start with mobile or home depending on what dropped.
Mobile: no signal or no mobile data
Turn airplane mode on for ten seconds, then off again, to force a fresh connection.
Restart your phone.
Check that mobile data is switched on and that you still have data left in your plan.
Remove the SIM, check it is seated correctly, and test it in another phone.
Check your APN settings if mobile data still will not work after a SIM swap.
Home internet: no connection
Restart your modem: unplug it, wait one minute, plug it back in, and wait for all the lights to settle.
Check the cables, including the coax or fibre cable where it enters your home.
Read the modem lights. A red or unlit status light usually points to a line or network fault.
Connect a device straight to the modem with a cable to rule out a wifi problem.
How to report an Orange outage and reach Orange
If the problem is on Orange's side, report it. It helps them prioritise the fix, and for compensation the clock starts when they are told about the outage.
| You are | Call | Notes |
| An Orange customer, from your Orange mobile | 5000 | Free in Belgium |
| Calling from another number or a landline | 02 745 95 00 | Standard rate |
| Calling from abroad | +32 2 745 95 00 | Standard international rate |
| Blocking a lost or stolen SIM | 0800 22 800 | Free, from a Belgian number |
Phone hours:
Monday to Saturday 08:00 to 20:00, Sunday and public holidays 10:00 to 18:30. You can also report and track issues in the My Orange app or via the online chat. Orange has no public email address; use the contact form on orange.be instead. If you cannot reach a resolution, escalate to the Ombudsman for Telecommunications, an independent body that mediates between you and your provider.
Your rights: compensation for a long Orange outage
Since 1 November 2024, Belgian law gives you the right to compensation when a telecom service (internet, fixed or mobile telephony) is completely down for more than eight continuous hours, through no fault of your own and not caused by force majeure.
The clock starts when Orange is informed of the outage, or when you report it.
You receive 1 euro for the first 16-hour period after the initial 8 hours. For each further 24-hour period, the previous day's amount rises by 1 euro, plus 50 cents for every additional day.
If one thirtieth of your monthly subscription is higher than that, you get that amount instead.
It is usually applied automatically as a credit on your bill, within 60 days. For prepaid, reporting the outage is what triggers it.
It does not apply to TV-only outages, to slowdowns (only full outages count), to faults in your own equipment (SIM, modem, decoder, wifi booster, in-home cabling), or to force majeure.
These amounts are set by Belgian law and could change, so check the latest with Orange or BIPT.
How to stay online during an outage
An outage on Orange's network does not have to mean hours offline. The usual advice, "use your phone as a hotspot," fails in the one case that matters most: when it is the mobile network itself that is down, your hotspot has no connection to share. A backup eSIM fixes this because it connects to a different network than Orange's. When Orange's mobile network is down, a Firsty eSIM still gets you online, and you can share it to your laptop when home internet drops. You can add it in a few minutes, keep it dormant, and switch it on only when you need it.
Which network does Orange use?
Orange runs its own mobile network in Belgium, so Orange mobile coverage does not depend on another operator. Home internet is delivered over cable and fibre. That is why a mobile outage and a home internet outage are separate events, and why a SIM on a different network is a reliable backup for the mobile side.
Orange outage FAQ
Why do I have no internet with Orange?
Either Orange has an outage in your area, or the problem is on your end (your data bundle is used up, mobile data is off, your SIM or modem needs a restart, or there is an unpaid bill). Check a live tracker first; if only you are affected, work through the self-fix steps above.
How do I report an outage to Orange?
Call 5000 from your Orange mobile (free in Belgium) or 02 745 95 00 from another number, or report it in the My Orange app or online chat. Reporting it also starts the compensation clock for a long outage.
How long does an Orange outage last?
Most outages are resolved within a few hours. Widespread incidents can take longer. The My Orange app and Orange's status page give the most current estimate for your area.
Do I get money back for an Orange outage?
Yes, if the service is fully down for more than eight hours, it is not your fault, and it is not force majeure. Compensation starts at 1 euro and is usually credited to your bill automatically within 60 days.
Can I still call or use data during an Orange outage?
Not on the affected Orange network. You can call over wifi (WhatsApp, for example) if your home internet still works, or use a backup eSIM on a different network to get mobile data and calls.
