Quick answer to your question

Waar gaat je vraag over?

• MijnEteck Online (Dutch) / MijnEteck App
  • What is MijnEteck (Dutch)?

    In the self-service portalMijnEteck (Dutch), you have access to all kinds of data, such as your personal details, invoices and meter readings. You can also adjust your advance payments, notify us if you are moving, ask questions or report malfunctions. No login details for MijnEteck (Dutch) yet? You can request them here.

  • Where can I find the MijnEteck App?

    The MijnEteck App can be downloaded from the Apple store or Google Play.

  • How do I create a MijnEteck (Dutch) account?

    The easiest way to do this is by signing up for MijnEteck (Dutch) here. Of course, you can also sign up for an account by calling 085-0218000 or by sending an e-mail to customercare@eteck.nl.

  • Why can’t I log in to MijnEteck (Dutch)?

    The e-mail address you use to log in to MijnEteck (Dutch) must be the same as the e-mail address that is on file at Eteck. If you are unable to log in, please make a print screen of the error message and email it to customercare@eteck.nl. There can be several causes. The error message will allow us to quickly identify the cause of the problem. Of course you can also contact us by phone via 085-0218000.

• Technical
  • How can I report a malfunction?

    This can be done 24 hours a day, 7 days a week via telephone number 085-0218000. Please indicate clearly that it concerns a malfunction. If the equipment indicates a fault code, please also inform us of this. If there is a malfunction or you suspect that there is a problem with the technology, please report this via our self-service portal MijnEteck (Dutch).

  • Why additional costs for reporting a malfunction?

    If you report a malfunction via phone number 085-0218000, it is possible that we find out later that the malfunction falls outside our responsibility. This is for example the case for problems with the indoor system such as underfloor heating and thermostats. These are usually not part of Eteck’s installation. In many cases the occupant or the landlord is responsible for the indoor system. If our customer care team suspects that the source of the malfunction is beyond our responsibility, they will ask you to agree to any potential additional costs.

  • There is a problem with my hot water. What do I do?

    Do you have a boiler in your home?

    Perhaps you just took a hot shower or hot bath. Or used a lot of hot water for another reason. Because the boiler has a limited capacity, it is probably empty.

    For some types of heat pumps, the settings can be changed so that it heats up faster. Check the manual of your heat pump. It won’t be too long before you will have hot (tap) water again.

    Didn’t you take a hot shower/bath and didn’t you use a lot of hot water for something else or don’t you have a boiler in your house at all? In that case, please contact our Customer Care team by calling 085-0218000.

  • Why is there a loud sound coming from my meter cupboard?

    It is possible that this noise is caused by the Eteck heating installation or by components in the indoor system. You can check this by closing all valves on the heating unit, in the opposite direction of the pipe. If the noise does not stop, please contact your indoor installation contractor or landlord.

    If the noise does stop, the heating unit will likely be the problem. In this case, please contact Eteck via MijnEteck (Dutch), by phone 085-0218000 or by e-mail at customercare@eteck.nl.

  • How do I read my meter?

    The digital meter in the meter cupboard or storage room displays the amount of heat consumed. This is usually displayed in GJ. If you also receive hot tap water and/or cold drinking water from Eteck, the water meter is located near the heat meter. This value is displayed in m3. If there are cost-sharing meters on the radiators, you will be able to read the meter directly from these. In that case, Eteck will convert these units to heat consumption. Every home is different and there are therefore individual differences. For the exact situation in your home, we refer you to the information chart in the MijnEteck (Dutch) customer portal.

  • What is the average heat consumption?

    Heat consumption depends on many factors, such as the position of your home, your hot water consumption and your household make-up. All of these factors play a role. The average heat consumption of a household is about 25 Gigajoules per year. But, depending on your situation, your consumption may differ from that figure.

  • When will my heat pump be serviced?

    Heat pumps are basically similar to refrigerators. This means that they are maintenance free and therefore do not need to be inspected periodically. Some heat pumps do require maintenance. This cannot be done on request but is initiated by Eteck. You will be notified if this applies to you. If there is a problem with your heat pump, you can report it by phone number 085-0218000.

  • Will the heat pump last 30 years?

    The contract duration is generally 30 years. Eteck will ensure that there is a working heat pump/heat interface unit in the home for 30 years. You can find the exact terms in the General Terms of Supply and Connection Requirements. Both documents can be found in the MijnEteck (Dutch) customer portal.

• Administrative and financial
  • How can I change the amount of my advance payment?

    There are three ways to do this: through our customer portal MijnEteck (Dutch), by calling 085-0218000 or by sending an e-mail to customercare@eteck.nl. Please note that adjusting the amount of your advance is at your own risk. Reducing the monthly amount can result in a higher annual bill than expected. You are only allowed to reduce an advance payment once a year. There are no limits for increasing the amount.

  • My monthly direct debit did not go through. What do I do now?

    If, for whatever reason, the first direct debit was unsuccessful, we will withdraw the amount from your account around the 10th of the following month. Of course, you also have the option to transfer the outstanding amount to the bank account specified on the invoice. You can find your invoices in MijnEteck (Dutch).

  • Can I receive my invoices by e-mail or post?

    Yes, both ways are possible! For environmental reasons, we prefer correspondence by e-mail. And of course you can always find your invoices in MijnEteck (Dutch).

  • How can I pay?

    There are 2 payment options.

    The first option is payment by direct debit. The amount will be withdrawn from your account around the 27th of each month. You will need to authorise us for this. If you have not done this when you signed up for a customer account, you can still authorise us. Simply complete the form and send it to us.

    The second option is payment by invoice. You will receive the invoice halfway through the month and must pay the invoiced amount before the end of the month. We charge a monthly fee for payment by invoice. The amount of the surcharge can be found on the rate card in MijnEteck (Dutch). The costs for payment by invoice are shown as invoice charges on your monthly invoice.

  • Where can I find the rates?

    You can find our rates in the customer portal MijnEteck (Dutch). Of course, you can also request the tariff sheet by phone via 085-0218000 or by e-mail via customercare@eteck.nl.

  • What is covered by the standing charge?

    We have listed the most common standing charges below. Not all standing charges apply to all projects.

    • Connection to space heating: this is the fee you pay for your connection to the Eteck system;
    • Meter fee: this is the fee you pay for the remote reading of your meter.
    • Heat interface unit: the fee you pay for the system in your home;
    • Fixed cost for space cooling: if applicable, this is the amount you pay for any cooling we provide throughout the year.

    You can find more information on the tariff sheet in MijnEteck (Dutch).

    Some of the projects are regulated by the Dutch Heat Act. This law is intended to protect consumers from excessively high rates when they do not have the option to switch to a different heat supplier. It gives suppliers guidelines they must comply with. This includes the costs that suppliers of heat are allowed to charge. To make the costs as clear and transparent as possible, we have explained and broken down the standing charges as much as possible.

  • When can I expect my annual statement?

    If applicable to your project, you will receive an annual statement. We prepare the annual statements in the first 8 weeks of the new year. We do not do this in a specific order. If you have not received your annual statement by the beginning of March, please contact our Customer Care department. You can reach us by phone via 085-0218000 or by e-mail via customercare@eteck.nl.

  • What is the annual statement based on?

    You will receive your annual statement in the first weeks of the new year. This statement lists the costs you made last year plus the amounts already paid in advance. Did you pay more than was required last year? Then you will receive a refund. If your consumption was higher, you will have to pay the outstanding amount. On the annual statement, the amount of your new advance payment will also be calculated. You can change this amount yourself via our customer portal MijnEteck (Dutch). Watch our video on the annual statement here.

  • I can’t open the invoice that was attached to an e-mail. What do I do now?

    When you use Windows 10, the access to invoice attachments is sometimes blocked. This is annoying, but we have a solution. If you open the web version of your e-mail account, you will see the attachment and will be able to open it. Of course, you can also always view your invoices via the MijnEteck (Dutch) customer portal.

  • Who is Salvors Incasso Makelaardij?

    Salvors is a debt-collection agency that handles administrative matters for us when there are problems with your payment(s). If you receive a letter from Salvors, it means that we have transferred some invoices to them. If you have questions about a letter you received from Salvors, please contact them directly. You will find their contact information in the letter. Salvors, as our partner, will efficiently look with you for a solution to clear your arrears.

  • How can I change my contact details?

    You can change your contact details in MijnEteck (Dutch). Of course you can also inform us of any changes by phone 085-0218000 or by e-mail customercare@eteck.nl.

  • How can I change my bankaccount/IBAN number?

    You can do this through theMijnEteck (Dutch) customer portal if you have previously completed a direct debit mandate form. In case you haven’t done this yet, you can find this form in MijnEteck (Dutch). You can also notify us of a change in your account number by phone 085-0218000 or by e-mail customercare@eteck.nl.

  • What is the bankaccount/IBAN number of Eteck?

    You can find all information regarding our bankaccount/IBAN number and account name on the relevant invoice or annual statement. You can access these at any time in the MijnEteck (Dutch) customer portal.

  • Are there certain conditions I need to know about?

    Yes, these are the:

    • Connection requirements for consumers under 100 kW
    • General terms of supply for consumers under 100 kW

    Both documents can be accessed via the MijnEteck (Dutch) customer portal.

• General questions
  • How do I sign up as a new customer?

    Are you about to move into a home where Eteck supplies heat and/or cooling? If so, please sign up with us as soon as possible. You can do this online (in Dutch).

    After signing up, you will receive a welcome kit from us with information about the service that Eteck provides, the tariffs and conditions.

  • How do I arrange my move?

    If you are moving to a home without a connection to Eteck’s system, you need to cancel your account with us. You can easily do this online via MijnEteck (Dutch). To process your move efficiently and correctly, we need the following information:

    • the date you turn in or hand over your keys;
    • the meter readings (if applicable) on the date you turn in or hand over your keys;
    • your new postal address;
    • whether it concerns an owner-occupied or rental home.
      • In the case of an owner-occupied home, please provide us with the name of the new occupants.
      • In the case of a rental home, please provide us with the name of the landlord.

    Although we can read most meters remotely, we kindly request that you provide the meter readings to us for verification purposes or send us a clear photo that shows the meter readings.

  • How can I reach you?

    If you cannot find the answer to your question on our website, please do not hesitate to contact us.

    By phone via 085-0218000

    By e-mail via customercare@eteck.nl

    Via our customer portal MijnEteck (Dutch).

    You can also find us on Facebook and Twitter.

  • How can I submit a complaint?

    Eteck aims for the most reliable delivery of heat and cooling every day. We also strive to carry out maintenance work promptly and as thoroughly as possible. Yet it may happen that you are dissatisfied with something. For those cases, there is the complaints procedure.

    You can submit a complaint by an online form (in Dutch, use the Google Translate button if necessary).

  • What services are provided for me?

    You can find this information on the tariff sheet. This tariff sheet is available in the customer portal MijnEteck (Dutch).