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Are you going to live in a house where Eteck supplies heat and/or cold? Please register with us as soon as possible. This can be done easily and quickly online.
After registration you will receive a welcome package from us with information about the service Eteck provides, the rates and conditions.
When you register, you can immediately indicate whether you wish to pay by direct debit and we can immediately create an account for MijnEteck for you. It's that easy!
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.
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You can arrange a lot yourself in our online customer portal MijnEteck. Very handy!
MijnEteck comes in two variants, both of which you can use (simultaneously); MyEteck Online via our website and the MyEteck App as a download on your mobile phone. The advantages of MijnEteck:
- Easily change your personal details
- Insight into your usage (if applicable to your address)
- View an overview of the accounts and status of your payments
- Easily report faults with the help of our fault wizard
- Advice on your advance payment amount and easily adjust it yourself
- Information about the heating system in your home
- Information and updates in the event of collective disruptions
- Easily provide meter readings (if necessary)
- Insight into the contract you have entered into with us
- and much more!
Don't have login details for MyEteck yet? You can request this here.
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If you move to a home without a connection to Eteck's system, you can unsubscribe from us.
You can easily arrange this online via MijnEteck.
In order to process your move as efficiently and correctly as possible, we need the following information:
- the date of key handover;
- Your new correspondence address.
Reporting a move without logging in
Don't have access to MyEteck? Then we need more information from you, including your customer number, e-mail address and meter readings. To do so, please contact our Customer Care department via our digital contact form. Please note that the processing may take some time, so please inform us well in advance.
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This can be done 24 hours a day, 7 days a week via telephone number 085-0218000. Clearly indicate that it is a malfunction. If the installation indicates a fault code, please pass this on to us as well.
If there is a defect or you suspect that there is a deviation in the technology, please report this via our self-service portal MijnEteck. Of course, you can also report by phone via 085-0218000.
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You can arrange a lot yourself in our online customer portal MijnEteck. Very handy!
MijnEteck comes in two variants, both of which you can use (simultaneously); MyEteck Online via our website and the MyEteck App as a download on your mobile phone. The advantages of MijnEteck:
- Easily change your personal details
- Insight into your usage (if applicable to your address)
- View an overview of the accounts and status of your payments
- Easily report faults with the help of our fault wizard
- Advice on your advance payment amount and easily adjust it yourself
- Information about the heating system in your home
- Information and updates in the event of collective disruptions
- Easily provide meter readings (if necessary)
- Insight into the contract you have entered into with us
- and much more!
Don't have login details for MyEteck yet? You can request this here.
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The MijnEteck App can be downloaded from the Apple store or Google Play.
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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 contact us digitally.
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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.
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This can be done 24 hours a day, 7 days a week via telephone number 085-0218000. Clearly indicate that it is a malfunction. If the installation indicates a fault code, please pass this on to us as well.
If there is a defect or you suspect that there is a deviation in the technology, please report this via our self-service portal MijnEteck. Of course, you can also report by phone via 085-0218000.
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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.
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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.
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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 contact us digitally.
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The meter reading of the heat is displayed on a digital meter in the meter cupboard or storage room. This meter reading is usually displayed in GJ.
If you also receive hot tap water and/or cold drinking water from Eteck, the water meter is close to the heat meter. This value is indicated in m3.
If you have a Kamstrup Multical 401 energy meter and purchase tap water from us, you can read the tap water level by pressing and holding the control button of the energy meter for three seconds. The position is shown in the display at the same time as the letter "A".
If there are cost sharers on the radiators, you can read the meter readings directly. In that case, Eteck will convert these units into a heat consumption.
Every home is different and there are therefore individual differences. For the exact situation in your home, please refer to the information card in our online customer portal MijnEteck.
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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.
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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.
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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.
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You can easily do this yourself via our online customer portal MijnEteck. Do you need help? Call 085-0218000 or contact us digitally.
Please note that reducing your advance amount is at your own risk. The annual statement may turn out to be higher than you expect due to a reduction in the advance amount. In addition, you can only reduce an advance amount once a year. Increasing is unlimited.
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If we do not succeed in debiting the (advance) amount from your account the first time (around the 27th), for whatever reason, we will try again around the 10th of the following month.
Of course, you can also choose to transfer the outstanding amount yourself to the bank account number mentioned on the invoice. You can always find these in our online customer portal MijnEteck (Dutch).
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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).
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Every month you pay for our heat supply. You will receive a monthly invoice for this (advance) amount. You can pay this invoice in two ways:
Direct debit
Do you want more convenience and less costs? Then choose payment by direct debit. The (advance) amount will then be automatically debited from your account every month around the 27th. As a result, you don't have to worry about it yourself. You can apply for direct debit directly when you register as a customer. If you have not (yet) done so, you can still request it. Fill out the form and send it back to us. We'll take care of the rest.
Manually transfer every month
You can also pay by manually transferring the (advance) amount to us every month. You must pay the monthly invoice before the end of the month. A monthly surcharge is charged for paying by invoice. The amount of the surcharge can be found on the rate card in MijnEteck. The cost of paying by invoice will appear as an invoice cost on your monthly invoice.
When transferring manually, make sure that you enter the correct details (amount and account number), see also the question 'What is Eteck's account IBAN number?'
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Our rates can be found on your rate sheet. You can view them in MijnEteck Online or in the MijnEteck App. Our rates are adjusted annually. The rates will take effect on 1 January of the new year. We will inform you about this in December.
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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.
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If you are connected to an Eteck heat network where you pay for consumption, you will receive an annual bill every year. You will receive the annual statement in the first six weeks of the new year. Unfortunately, we are unable to respond to priority requests, due to established procedures and controls. We ask for your understanding.
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On your annual statement or final invoice, you can see the balance between the part you have already paid via the monthly invoices and the actual costs. Your annual statement shows the costs you incurred last year plus the monthly amounts you have already paid.
Have you paid more than necessary in the past year? Then you will get your money back. If the consumption has been higher, you will have to pay extra.
A new advance amount is also calculated on the annual invoice. In doing so, we take into account past consumption and the tariffs for the new year. The automatically calculated advance amount is a recommended amount that we automatically set for you. You can increase (or decrease) this yourself via our customer portal MijnEteck.
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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.
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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.
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You can notify us of a change in your account number by contacting us digitally. It is not possible to report a change in your account number by telephone.
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All information about our account number/IBAN number and name can be found on our invoice or annual invoice. You can also find your invoices and annual statement in our online customer portal MijnEteck.
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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.
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Are you going to live in a house where Eteck supplies heat and/or cold? Please register with us as soon as possible. This can be done easily and quickly online.
After registration you will receive a welcome package from us with information about the service Eteck provides, the rates and conditions.
When you register, you can immediately indicate whether you wish to pay by direct debit and we can immediately create an account for MijnEteck for you. It's that easy!
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.
Heeft dit antwoord geholpen?
Bedankt voor je feedback! -
If you move to a home without a connection to Eteck's system, you can unsubscribe from us.
You can easily arrange this online via MijnEteck.
In order to process your move as efficiently and correctly as possible, we need the following information:
- the date of key handover;
- Your new correspondence address.
Reporting a move without logging in
Don't have access to MyEteck? Then we need more information from you, including your customer number, e-mail address and meter readings. To do so, please contact our Customer Care department via our digital contact form. Please note that the processing may take some time, so please inform us well in advance.
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If you cannot find the answer to your question on our website, please do not hesitate to contact us.
Our team is ready to help you with any questions you may have. If you do not find an answer to your specific question here, please feel free to contact us.
- By phone on 085-0218000 (every working day from 09:00 to 18:00)
- Digitally via our contact form
- Via our customer portal MijnEteck (Dutch).
And did you know that you can arrange a lot yourself via our customer portal MijnEteck? It's that simple!
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Eteck strives every day for the most reliable supply of heat and cold. We try to carry out work as well, on time and completely as possible. We do our utmost to help you to your satisfaction, but sometimes things go wrong and you are the victim of that. Sorry, that shouldn't have happened! We are happy to help you.
The quickest way to resolve a complaint is to contact our Customer Care department on 085 - 0218 000. Together we will find a solution and explain to you what exactly happened.
Have you contacted us and are you not satisfied with the answer or solution offered? Then you have the opportunity to file a complaint with us. You can do so via this form (in Dutch, use the Google Translate button if necessary).
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You can find out exactly what we deliver to your address and how we do it on the rate sheet and the information card in our online customer portal MijnEteck (Dutch).
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