--- version: "Working version" language: "en" --- # Dstny Knowledgebase * ## [Cloud communication](https://faq.dstny.be/en/kb/current/cloud-communication.md) Do you have a question about your product? We're happy to help. You'll find more information below. * ### [Fixed and mobile internet](https://faq.dstny.be/en/kb/current/fixed-and-mobile-internet.md) Find answers to your questions about Dstny's fixed and mobile internet. * ### [Fixed and Mobile telephony](https://faq.dstny.be/en/kb/current/fixed-and-mobile-telephony.md) Looking for information about fixed or mobile telephony? Here you'll find everything you need: from plans and settings to practical information about your devi... * ### [Contract, delivery and installation](https://faq.dstny.be/en/kb/current/contract-delivery-and-installation.md) Looking for answers about your Dstny installation dates, changes during delivery, and the duration of your contract? Find them here. * ### [Billing \& administration](https://faq.dstny.be/en/kb/current/billing-administration.md) Find the answers to your financial and administrative questions here --- version: "Working version" language: "en" --- # A defective, lost or stolen device If your mobile device is defective, or if it is lost or stolen, you can block your device and SIM card. There may be **different roles** within your company: * [As the fleet administrator, you'll manage all the SIM cards for your company.](https://faq.dstny.be/en/kb/current/a-defective-lost-or-stolen-device.md#Are-you-your-company%25E2%2580%2599s-fleet-administrator?) * [As a user, you'll use a Dstny SIM card which you've received from your employer.](https://faq.dstny.be/en/kb/current/a-defective-lost-or-stolen-device.md#Are-you-a-user?) *** ** * ** *** ## Are you your company's fleet administrator? When you want to block a SIM card for a particular user, take the following steps: * Open the portal using [https://my.destiny.be](https://my.destiny.be/?__hstc=94561155.c9d71d2465299fb2abbe7f70c895ca82.1681306693865.1681306693865.1681306693865.1&__hssc=94561155.1.1681306693866&__hsfp=2541229631). You'll find more information about logging in [here](https://faq.dstny.be/en/kb/current/access-to-the-portal.md). * Via the left-hand menu, go to * Self-service * UC \& Mobile * Manage users * Select the user whose SIM card you want to block. * You can block the SIM card via "Block SIM card" and can link a new SIM card to the user as soon as he has a new mobile device (or has found the old one). If you have no more SIM cards in stock, you can [request them at any time.](https://faq.dstny.be/en/kb/current/ordering-sim-cards.md) *** ** * ** *** ## Are you a user? As a user, your best course is to contact the fleet administrator at your company so that he/she can block or exchange the SIM card. He/she will also be able to provide you with a new SIM card. If you can't reach your fleet administrator, you can also have your SIM card blocked by a Dstny employee on [+32 2 401 97 00](#) (option 1). After that, you will have to ask your fleet administrator for a new SIM card. --- version: "Working version" language: "en" --- # Access to the portal Once Destiny has dealt with your first order for mobile telephony and you've had an intake discussion with one of our project managers, you'll receive the login details for the portal by email. For security reasons, we always advise changing your password as soon as possible at [https://my.dstny.be/reset-password](https://my.dstny.be/reset-password?__hstc=94561155.64880a25a3b2b614c40437c06af28d5a.1680511895766.1680511895766.1680511895766.1&__hssc=94561155.2.1680511895767&__hsfp=179051687). If you don't receive your login details, please don't hesitate to email us at [support@dstny.be](mailto:support@dstny.be). ## Logging in You can log in to the MyDstny portal at any time at [https://my.dstny.be](https://my.destiny.be/?__hstc=94561155.c9d71d2465299fb2abbe7f70c895ca82.1681308083445.1681308083445.1681308083445.1&__hssc=94561155.1.1681308083445&__hsfp=2541229631). Use your own login details to log in to the portal. --- version: "Working version" language: "en" --- # Adding, changing or removing extra services Do you want to add, modify, or cancel a service? Discover here how to easily manage your Dstny services, when you need our support, and what you can handle yourself. ## Impact on your Dstny contract term You can add, change or remove Dstny services at any time. These changes are made during the period of your service and have no impact on the term of your contract. *** ** * ** *** ## Add, change or remove a Dstny service We use MACD documents at Dstny. This stands for Move, Add, Change, Delete documents. ### Move (relocation) Are you relocating soon? In that case, you will very probably move your Dstny services as well. Before you can complete a move document to start the migration process, a few administrative matters have to be sorted out. Find out about these at our [relocation section](https://faq.dstny.be/en/kb/current/relocation.md). ### Add (extra service or office) Are you an existing Dstny customer at present and would like to add a Dstny service? Or are you opening a new office? That can be handled using the Add form. You tell your account manager what extra services you would like, they check it over and we will fill out the Add document together. You can easily add some Dstny services yourself: * Mobile SIM cards via the [MyDstny portal](https://my.destiny.be/dashboard?__hstc=94561155.c9d71d2465299fb2abbe7f70c895ca82.1681309110827.1681309110827.1681309110827.1&__hssc=94561155.1.1681309110827&__hsfp=2541229631); * UC users via the administrator portal (if you still have enough licenses). We are working hard to add even more services to the Dstny portal, so that extra services can be ordered even more efficiently. ### Change (changing a service) Do you want increase or decrease the capacity of an existing Dstny service? That's the advantage of the cloud: scalable and therefore easy to adapt. Together with your account manager, you fill out the current configuration and desired new configuration (e.g. SmartFit Internet Plus to SmartFit Internet Extra). It is important to state the office at which you want to change this service correctly. That way, we can send technicians to the site quickly and efficiently. You can easily change some Dstny services yourself: * Mobile subscriptions via the [MyDstny portal](https://my.destiny.be/dashboard?__hstc=94561155.c9d71d2465299fb2abbe7f70c895ca82.1681309110827.1681309110827.1681309110827.1&__hssc=94561155.1.1681309110827&__hsfp=2541229631) * SmartMobile profiles via the [MyDstny portal](https://my.destiny.be/dashboard?__hstc=94561155.c9d71d2465299fb2abbe7f70c895ca82.1681309110827.1681309110827.1681309110827.1&__hssc=94561155.1.1681309110827&__hsfp=2541229631) * UC users via the administrator portal We are working hard to add even more services to the Dstny portal, so that extra services can be ordered even more efficiently. ### Delete (service removal) Do you want to delete an existing Dstny service or are you closing an office? In that case, you can -- in some cases -- easily fill out a Delete document with your account manager. If you want to cancel entirely, it is best to take the matter up with your account manager or via [finance@dstny.be](mailto:finance@destiny.be). They will always help you and determine what cancellation procedure is best for your situation and your organisation. --- version: "Working version" language: "en" --- # All SmartMobile Features Below is a brief overview of the key features of SmartMobile. Questions? [Contact us](https://www.dstny.be/en/contact) * **Fixed-mobile UC integration** Your fixed and mobile communication, along with your phone system, all in one platform. * **Management via online portal** As an administrator, you can easily add, modify, or deactivate users yourself. * **Status \& rich presence** Users can easily set their status to indicate when and how they are reachable and whether they are on a call (mobile or fixed). They can also share additional information with callers (e.g. "not available" or "in a client meeting"). * **Short numbers** No speed dial keys on your device? You can still call using short numbers, without any additional application. * **Multidevice ringing** Choose which devices should ring when you receive an incoming call: your desk phone, mobile phone, softphone, or all three at the same time. * **Conference calling** Join a call with multiple participants (internal and external). * **Automatic updates** Always up-to-date software across all your devices: softphone, app, and phone system. * **Call and be called via one single number** Users are reachable on one fixed number across all desired devices. They can also use this number to call others from any device, without additional applications. * **One voicemail** If you can't answer a call, callers can leave a message. You can access your standard voicemail, visual voicemail, or Voice2Mail from any device. * **Call forwarding** Forward calls to a fixed or mobile phone when you are on another call or unavailable. Forwarding can be done blindly, with consultation, or permanently. * **IVR (Interactive Voice Response)** Set up a menu that allows callers to quickly reach the right department in your company. * **Role management** Users can set their own profile or role: business or private, depending on the number they want to be reachable on. * **Call routing** Define how calls are handled within your organization (e.g. during and outside office hours), fully tailored to your needs. You can adjust this at any time. * **Hunt groups** Separate routing per department or team (hunt group): calls can be distributed sequentially, in parallel, or to the person who has been idle the longest. * **Outgoing caller ID** Choose which number is displayed for outgoing calls: general number, personal landline, anonymous, group number, etc. * **Cloud phone directory** Your entire contact list is stored in the cloud and accessible from all your devices. * **Administrator portal** Through the administrator portal, admins can manage all phone system settings, such as schedules, call center features, and hunt group configurations. * **Ringtones and hold music** Set up multiple ringtones, as well as music for callers on hold. * **Scheduled availability** Set in advance when you want to be reachable on your landline and mobile number. This also applies when making outbound calls. * **Blocking outgoing calls** Block specific numbers per device, such as international numbers or premium-rate numbers. * **Call pickup** If a colleague is unavailable, another colleague can answer the incoming call. * **Welcome message** Let callers hear a static welcome message before their call is connected to a specific colleague. * **Unlimited SIP channels** Make VoIP calls with an unlimited number of SIP channels. --- version: "Working version" language: "en" --- # APN Settings As soon as you've activated your new Destiny SIM card, the chances are that you'll have to activate your APN settings in order to surf with Destiny's mobile internet. In the two videos below, we explain how you can do that for both Android and iPhone systems. ## Android Settings \> More \> Mobile networks \> Access point names \> Edit access point * Click on Name and fill in: Destiny * Click on APN and enter: [apn.destiny.be](http://apn.destiny.be/) * Select the 3 dots in the upper right corner and save *** ** * ** *** ## iPhone Settings \> Mobile Network \> Mobile Data Options * Click on APN and fill in: [apn.destiny.be](http://apn.destiny.be/) * Save *** ** * ** *** --- version: "Working version" language: "en" --- # Availability and status Do you have a question about your availability and status? Discover below what each status means and how to easily adjust it. Your availability status affects incoming phone calls. Depending on the status you enter the call will * Come to your fixed or mobile device * Be sent directly to your voicemail * Go to the general company number or to a colleague's number You can select any of these statuses: * **Always Available:** You are available. Calls come in not only on your fixed and mobile devices, but also on your softphone. * **Available on Fix:** You are available, but calls come to your fixed device and softphone only. * **Working Remote:** You are available, but your colleagues now see that you're not in the office. * **Do Not Disturb:** You're not available right now. The call goes directly to your voicemail, the caller hears the message 'User is not available'. * **Not Available:** You're not available for a while, for example until the next working day. The caller is routed directly to your voicemail. * **Vacation:** You're unavailable for a fairly long period, for example when you're on holiday. The caller reaches the general company number. *** ** * ** *** ## Change your status ### Via the softphone * Open the Destiny Softphone * Click in the main screen on your current status. * You will see the overview of all the possible statuses. Image * Click on the desired status to change. The new status is automatically set on all your devices (softphone, fixed and mobile device). ### Via the mobile app * Open the Dstny-app on your smartphone * Go to the menu (swipe from left to right) * Tap 'Me' * Tap 'Activity'. You now see your current status. * Tap your current status. You will get an overview of all the possible statuses. * Click on the desired status to change. The new status is automatically set on all your devices (softphone, fixed and mobile device). ### Via the settings on the website You can also change your status via the Destiny web page. This is how: * Go to [https://bcs.destiny.be](https://bcs.destiny.be/?__hstc=94561155.bbffc8b055b7119863db0f3291b90509.1681297474691.1681297474691.1681297474691.1&__hssc=94561155.2.1681297474691&__hsfp=2541229631). * Log in with your username and password. * You are now on the homepage. * Click in the middle of the page, next to your current status, on the icon (icon). * You can now see the availability page. * Click on 'activity' and change your status. The new status is automatically set on all your devices (softphone, fixed and mobile device). --- version: "Working version" language: "en" --- # Billing \& administration Find the answers to your financial and administrative questions here ## Administration Easily manage your data, payments, and administration * [Request direct debit facility](https://faq.dstny.be/en/kb/current/request-direct-debit-facility.md) * [Change details](https://faq.dstny.be/en/kb/current/change-details.md) * [Cancellation](https://faq.dstny.be/en/kb/current/cancellation.md) * [Relocation](https://faq.dstny.be/en/kb/current/relocation.md) *** ** * ** *** ## Bills Get insight into your invoices and related costs * [Changed services](https://faq.dstny.be/en/kb/current/changed-services.md) * [Third party services](https://faq.dstny.be/en/kb/current/third-party-services.md) * [Higher invoice](https://faq.dstny.be/en/kb/current/higher-invoice.md) * [Request a duplicate](https://faq.dstny.be/en/kb/current/request-a-duplicate.md) * [Your invoice explained](https://faq.dstny.be/en/kb/current/your-invoice-explained.md) *** ** * ** *** ## Finance team Support for questions, payments, and follow-up * [Disputes](https://faq.dstny.be/en/kb/current/disputes.md) * [Reminders and late payments](https://faq.dstny.be/en/kb/current/reminders-and-late-payments.md) * [Contact us](https://www.dstny.be/en/contact) *** ** * ** *** --- version: "Working version" language: "en" --- # Cancellation Considering cancelling your contract? Discover here which steps you need to follow.Do you want to cancel? We're sorry to hear that our relationship is ending. We wish you and your organisation all the best. Of course, we want to keep optimising our service provision, so if you would like to send us points for improvement, you can do it at any time via [sales@dstny.be](mailto:sales@destiny.be) Is your decision to cancel absolutely final? In that case, you can send a registered letter to [finance@dstny.be](mailto:finance@destiny.be) or Dstny BE NV Finance Belgicastraat 17 1930 Zaventem, Belgium As soon as we've received your cancellation we'll phone you to discuss a number of points. We will then also look at whether this cancellation is immediate or for a future date. Naturally, we'll be pleased to hear how we may be able to help you further with future plans. --- version: "Working version" language: "en" --- # Change details Easily update your billing details by submitting a request to our Finance team. ## Do you want to change your billing details? If you would like to make a change to one of the following elements: * Contact details for billing * Billing address details * Billing method (by email or post) * Details of your bills * Choice of language You can! Send an email to [finance@dstny.be](mailto:finance@destiny.be) and your question will be dealt with within 5 working days. --- version: "Working version" language: "en" --- # Change Mobile Operator With the Multi Operator functionality in Dstny Mobile and Dstny SmartMobile, you are always assured of the best mobile coverage. As a Dstny customer, you can easily switch between the strong networks of Proximus and Telenet. We handle the connection and remain your trusted point of contact for service and support. Discover how to easily switch networks below! ## Step 1. New SIM Cards Do you want to change the underlying mobile network within the Dstny offering? You can choose between the strong networks of Proximus or Telenet. For this, you'll need a new SIM card from the selected provider. You remain a Dstny customer and can request the change easily through our channels. You can choose between a physical SIM card or an eSIM. Below, you'll find the steps to make the request. ### E-SIM If you opt for an eSIM, it's essential to verify that your mobile device supports this method. You can check this in your device's settings. Below are the steps for different mobile operating systems: * **iOS** : Go to **Settings** \> **Mobile Services** , and look for the **Add eSIM** option. * **Android** : Navigate to **Settings** \> **Connections** \> **SIM Card Manager** , and check for the **Add eSIM** option. *Note: Menu options may vary slightly depending on your device's operating system version.* Alternatively, refer to the manufacturer's documentation or reliable websites like [GSMArena.com](https://www.gsmarena.com/) to verify compatibility. For more details on the eSIM activation process, refer to the [Dstny SIM Card Activation and Management Guide](https://faq.dstny.be/en/kb/current/dstny-sim-card-activation-and-management-guide.md). ### Physical SIM Card If you prefer to use a physical SIM card for your new mobile network, you may need to order one from Dstny. However, if you already have spare SIM cards from your new operator, you can use those as well. You can easily order new SIM cards via the MyDstny portal. In the left-hand panel, under UC \& Mobile Services, you can request SIM cards. Below is a screenshot showing where to make the request in MyDstny. ![3. Multi Mobile Operator Customer Service Images.png](https://faq.dstny.be/__attachments/a_68df6c93d3d3b2afad875fb70f8b69b2520decd47c94c3568c7622037fb565d3/3.%20Multi%20Mobile%20Operator%20Customer%20Service%20Images.png?cb=2fb8778b7bbb0d5e38bad47f3a4b7af7) When you select **'Request SIM Cards'**, a new window will open, allowing you to configure your request. ![3. Multi Mobile Operator Customer Service Images (1).png](https://faq.dstny.be/__attachments/a_5a6c3a198774ced545dec0c438e4441447e04427f65bb8a75ff475eaf16cd938/3.%20Multi%20Mobile%20Operator%20Customer%20Service%20Images%20(1).png?cb=b9d5b92e1d95f9a938691fe92dd1a7d4) Follow these steps to complete your request: 1. **Select SIM Type** Since eSIMs do not need to be pre-ordered, you will only need to select a physical SIM. 2. **Select SIM Card Type** Choose the Dstny mobile network for which you want to order the new SIM cards. You can choose between Dstny Proximus or Dstny Telenet. 3. **Enter the Number of SIM Cards** Indicate how many SIM cards you wish to order. 4. **Provide Additional Information** Enter contact details, comments, and complete the delivery address where the SIM cards should be sent. Once you click **"Send Request"**, the order for your new SIM cards will be processed by Dstny. *** ** * ** *** ## Step 2. Change mobile operator Switching operators is done at the **user level** . In the **MyDstny portal**, select the user who needs to switch mobile networks. 1. **Navigate to the User List** * In the left menu, click on **"Manage Users"**. * Then select **"Overview"**. * A list of all users will appear. 2. **Find and Select the Correct User** * Use the search fields above the columns to quickly find the correct user. * Once you select the user, the **"Service Detail"** page will open, displaying all mobile settings such as: * Mobile number * SIM card number * PUK codes * Current operator On this page, you can also check which operator the user is currently connected to. ![3.png](https://faq.dstny.be/__attachments/a_63d889f85c590cac521e507c2960a25574810917b5f8666bebae1a1b9154a5ac/3.png?cb=9657233e8a3a1a3b5864d2300b7fae42) With the option to change this operator. ![5.6. Multi Mobile Operator Customer Service Images.png](https://faq.dstny.be/__attachments/a_a84b69fb8fdddb08401e109c161bb97367db141d57c2fb75a7d86f193940b5de/5.6.%20Multi%20Mobile%20Operator%20Customer%20Service%20Images.png?cb=3481391da5bc57a2f3eccf9153fddc28) When you click the pencil icon to edit, a new screen will open showing the "from -- to" information at the top of the screen. You will also be prompted to make a SIM card selection. ![1.png](https://faq.dstny.be/__attachments/a_ead1b89dfafd5a10b65b2f0ed96590d5dc3454e0d080559030780751b4db4785/1.png?cb=41f0cfd7e1f77c74779f345f45fffa5e) When selecting a SIM card option, the following definitions apply: ### **Option 1: "My user has an unused SIM card and will enter it later"** As the fleet manager, I've already given the user an unused SIM card. The user will replace it once the mobile network connected to the old SIM card is disconnected. #### **Option 2: "I have an unused SIM card that I want to use"** As the fleet manager, I have an unused SIM card, which I will replace in the user's device. When selecting this option, you will need to specify the new SIM card number. The proposed SIM card numbers belong to the new mobile operator. You can identify them by the first two digits of the SIM card number. * A number starting with **"21"** is a **Dstny Proximus** SIM card. * A number starting with **"89"** is a **Dstny Telenet** SIM card. Use the search field to quickly find the correct SIM card. Simply enter the last four digits of the SIM card number. ![2_0.png](https://faq.dstny.be/__attachments/a_23583ee9054288bef0d35e0f4901e38e9129b84eac85e6179a3fa8f566111fd2/2_0.png?cb=0031f4449b71ad195f042601c4eb51c0) **Option 3: "Use eSIM"** If you select this option, ensure that the user's device supports **eSIM** . The user will receive emails with instructions on how to activate the eSIM. For more information, refer to the [Dstny SIM Card Activation and Management Guide](https://faq.dstny.be/en/kb/current/dstny-sim-card-activation-and-management-guide.md). By saving the configuration in the pop-up screen, the transfer of the mobile number to the new operator will begin. **What happens next?** On the user's Service Detail page, you will see the following status updates: * **Operator**: A spinning wheel will appear, indicating that the operator change is in progress. This will also be displayed when you hover over the icon. * **SIM card status** : The status will change to **"Pending provisioning."** ![4.png](https://faq.dstny.be/__attachments/a_31c8fc4b0199dafe906b00fad802321137ccd3126f6775a2dcda8c8bf7dcc6c0/4.png?cb=edfea109a2f629942a1404ddb038b297) **Important!** Once the porting process to the new operator is complete, you will lose connection to the old operator's mobile network, and the connection to the new operator will be active. This is the moment to replace your physical SIM card or activate the eSIM from the new operator. ### Physical SIM Cards: The Differences How can you tell which Dstny SIM card belongs to which operator? The SIM cards for Dstny mobile networks, for both Proximus and Telenet, are fully branded with the Dstny logo and colors. However, there are a few visual characteristics that help distinguish a Dstny Proximus SIM card from a Dstny Telenet SIM card. #### Dstny Proximus SIM-kaarten Dstny Proximus SIM cards are shaped like a bank or credit card. In addition to the Dstny logo and colors, there is also an image of a person on the card. On the left, you see the front of the Dstny Proximus SIM card. On the right, you see the back, which includes information about the SIM card number, PIN1, PIN2, PUK1, and PUK2 codes. ![3_0.png](https://faq.dstny.be/__attachments/a_cec662ac1bcf01f45fe924d417651a949f380a7650469d42c447005b5d928aa0/3_0.png?cb=e36565e2644dfc7a82a3424ff8b0fb72) #### Dstny Telenet SIM-kaarten Dstny Telenet SIM cards are slightly smaller in size. The front and back look like this: ![4_0.png](https://faq.dstny.be/__attachments/a_976b722a489dd9934d783a8d32634d8b9726fa0bdcc31cbf707b9e19af4d4fd1/4_0.png?cb=3b4e70ea9bbce6553fa44ccfbb789acb) *** ** * ** *** ## Step 3. Verification Once the process is complete, the user's Service Detail page will display the following updates: * The new operator is shown. * A new SIM card number is displayed (including PUK1 and PUK2 codes). * The SIM card status will be marked as 'Active'. ![Multi Mobile Operator Customer Service Images.png](https://faq.dstny.be/__attachments/a_f637c05cf753b1706c339b9639063242e780322ca280f110e4560c6bf28584b2/Multi%20Mobile%20Operator%20Customer%20Service%20Images.png?cb=e20ffc2470cf503ea04ed58c80153db8) --- version: "Working version" language: "en" --- # Changed services **Have you recently requested a new service or changed a service?**In that case, there will most probably be a change in your bill. ## Has your bill increased? You have most probably added a new Dstny service to your contract. We add the new service to the bill from the date of installation, pro rata for the month in which it was installed. The total amount is charged in the following month. ### **Here's an example** You order 10 new Dstny Mobile SIM cards at the beginning of January, at €10 per SIM card. These cards are activated on 16 January. At the beginning of February, you get your bill for February (the coming month) with your current services, plus an increase of €100 for the new mobile service. You are also charged an extra €48 for the start of the use of the 10 SIM cards for a period of 15 days in January (€100 divided by 31 days, times 15 remaining days). *** ** * ** *** ## Has your bill decreased? You have most probably cancelled or reduced a Dstny service in your contract. We bill the new, lower amount at the start of the following month and you receive a credit note from us for the number of days on which you no longer used the service in the previous month. ### **Here's an example** At the beginning of January, you cancel one office with a Dstny SmartFit internet connection of €85.00. Your account manager draws up a cancellation document and our technicians discontinue this line physically on 16 January. At the beginning of February, you get your bill for February (the coming month) with your current services, reduced by the €85 from the Dstny internet connection. You also receive an extra credit note of €41 for the non-use of the Dstny connection to the cancelled office for the remaining 15 days in January (€85 divided by 31 days, times 15 remaining days). *** ** * ** *** ## What about changing mobile bundles? To prevent possible errors, you can only change your mobile bundle in the MyDstny portal **once per month**. As soon as you change a bundle, your next invoice will be adjusted pro rata. You'll find an illustrative example below. Here, a customer decides to raise his mobile subscription on 21 April from a Plus to an Extra bundle. * On 1 April, the customer receives an invoice for the period from 1 to 30 April for his Mobile Plus subscription, i.e. €10. * On 21 April, the customer decides to change his Mobile Plus bundle to a Mobile Extra one of €20. At that point in time, the billing will change from the amount for Mobile Plus to the amount for Mobile Extra. The user can therefore use his higher-level subscription for the remaining period of that month. Extra usage -- which was not included in the Mobile Plus bundle and is used in the first 21 days -- will still be charged on 1 May. * On 1 May, the customer will receive an invoice for the period from 1 to 31 May. As well as being charged for the Mobile Extra subscription for the month of May (in the amount of €20.00), the customer will also see the following settlement for the change made in April. *** ** * ** *** ## Is the change not reflected in your bill? In that case, you can let us know at any time via [finance@dstny.be](mailto:finance@destiny.be) . We'll check that with you and sort it out as soon as possible. --- version: "Working version" language: "en" --- # Cloud communication **Do you have a question about your product?** We're happy to help. You'll find more information below. ![Untitled design.png](https://faq.dstny.be/__attachments/a_f30480d701523058d5507c514bc57124c25ea5428fda433dbecfb509739b3be1/Untitled%20design.png?cb=809fb905763f7b4fc31cdaafe050115c) ## SmartMobile or Unified Communications With SmartMobile or Unified Communications (UC), you use the Dstny softphone, based on Mitel technology. This solution provides a secure cloud phone system that lets you communicate professionally from anywhere and with any device. | [**More about SmartMobile**](https://faq.dstny.be/en/kb/current/smartmobile-or-unified-communications.md) | |---------------------------------------------------------------------------------------| --- version: "Working version" language: "en" --- # Compatibility [All these devices](https://faq.dstny.be/en/kb/current/headsets-jabra-poly-plantronics.md) are 100% compatible with SmartMobile. After all, we have tested them all ourselves. Do you still have a question? Not sure which device to choose? Would you like to know something about another type? Then be sure to contact your account manager or our sales team ([sales@dstny.be](mailto:sales@destiny.be)). They will be happy to help you choose the device that best suits your situation. --- version: "Working version" language: "en" --- # Contract, delivery and installation Looking for answers about your Dstny installation dates, changes during delivery, and the duration of your contract? Find them here. ## Dstny contract Everything you need to know about your contract, services, and terms. * [Service Level Agreement (SLA)](https://faq.dstny.be/en/kb/current/service-level-agreement-sla.md) * [Adding, changing or removing extra services](https://faq.dstny.be/en/kb/current/adding-changing-or-removing-extra-services.md) * [The content and annexes of your Dstny contract](https://faq.dstny.be/en/kb/current/the-content-and-annexes-of-your-dstny-contract.md) * [The term and extension of your Destiny contract](https://faq.dstny.be/en/kb/current/the-term-and-extension-of-your-dstny-contract.md) * [General Terms and Conditions](https://www.dstny.be/en/general-conditions) --- version: "Working version" language: "en" --- # Disputes You may disagree with your bill, or it may not be entirely clear what you have to pay. That's no problem. If you want to dispute your bill or if you have a query about it, you can contact our Finance Team at any time via [finance@dstny.be](mailto:finance@destiny.be). If it isn't an administrative issue, talk to your account manager to see if something may have gone wrong in our processes. After that, we'll get back to you and see how we can resolve it together. --- version: "Working version" language: "en" --- # Dstny SIM Card Activation and Management Guide Here, we outline the roles and responsibilities for managing and using Dstny SIM cards: * [**User**](https://faq.dstny.be/en/kb/current/dstny-sim-card-activation-and-management-guide.md#Users): You will use a Dstny SIM card or eSIM provided by your employer. If you will request a eSIM to your fleetmanager please verify if the receiving mobile phone is eSIM-compatible by checking its settings: * **iOS:** Go to **Settings \> Mobile services** and look for the option **Add eSIM**. * **Android:** Navigate to **Settings \> Connections \> SIM Card Manager** and check for an **Add eSIM** option. * Note: Menu options may vary slightly depending on the device's operating system version. * Alternatively, consult the manufacturer's specifications or a reliable website like [GSMArena](https://www.gsmarena.com/) for confirmation. * [**Fleet administrator**](https://faq.dstny.be/en/kb/current/dstny-sim-card-activation-and-management-guide.md#Fleet-administrator): You are responsible for managing all SIM cards (physical or eSIM) within your company. *** ** * ** *** ## Users Once your company's fleet administrator (mobile manager) adds you as a mobile user to the MyDstny portal, one of two procedures may be used to activate your SIM card: 1. Activation Email: You will receive an email with a link to start the activation process. * If an eSIM was selected, you will receive a QR code later in the process, which you can scan to download and activate your eSIM profile. **OR** 2. Automatic Activation: The fleet administrator will complete the activation process on your behalf. * If an eSIM was selected, you will receive a QR code, which you can scan to download and activate your eSIM profile. ### Activation email If the activation email procedure is chosen, here's what you can expect: * You will receive an email with a link to the activation portal, along with detailed steps for activating your SIM card (physical or eSIM). Didn't receive the email? Contact your fleet administrator or Dstny Support at +32 2 401 97 00 (option 1) or [**support@dstny.be**](mailto:support@dstny.be). ### Steps in the activation process #### **For Physical SIMs:** 1. Keep your SIM card ready. 2. Use the activation portal link in your email to begin the activation. * Activation typically takes 1 hour but may take up to 2 days in some cases. 3. Enter your SIM card number (if not pre-filled). 4. Once your network connection drops, replace your old SIM card with the Dstny SIM card. 5. Start using Dstny Mobile for calls and data. #### **Follow these steps to activate your eSIM:** 1. Use the activation portal link in your email. 2. Once you click **Activate** in the portal, you will see the QR code for your eSIM. 3. For your convenience, we will also send the QR code to you by email. 4. Scan the QR code using your device (detailed instructions below). 5. Once the profile is downloaded, your eSIM will be ready to use. ### Key Points to Consider * Electronic Delivery: eSIMs are delivered as a QR code via email. Ensure your email address is accurate to avoid delays. * Device Compatibility: Confirm that your device supports eSIM technology. The activation process requires scanning a QR code, so your device must have a camera. * Some wearables may not directly support eSIM activation unless paired with a compatible smartphone (e.g., Apple Watch with iPhone or Galaxy Watch with Samsung). * Simultaneous Connections: Most devices allow only two active SIM connections at a time. Common configurations are traditional SIM + eSIM or traditional SIM + traditional SIM. Few devices support eSIM + eSIM setups. * Support Available: Dstny's support team is ready to assist with any challenges during the eSIM activation process. ### How to Activate your eSIM #### **For Android Devices:** 1. Connect your phone to Wi-Fi or mobile data. 2. Go to Settings \> Network \& Internet \> SIMs, then choose Add eSIM and Scan QR code. 3. Scan the QR code sent in your activation email. 4. Your eSIM profile will download, and the eSIM will be ready to use. Note: * For new numbers, activation may take a few hours. * If porting an existing number, the process can take up to 48 hours. Your old SIM will remain active until the porting process is complete. #### **For iOS Devices (iPhone):** 1. Connect your phone to Wi-Fi or mobile data. 2. Go to Settings \> Mobile Data \> Add eSIM. 3. Select Use QR code and scan the code from your email. 4. Your eSIM profile will download, and the eSIM will be ready to use. Note: * For new numbers, activation may take a few hours. * If porting an existing number, the process can take up to 48 hours. Your old SIM will remain active until the porting process is complete. ### Having Issues? * For physical SIMs, try switching flight mode on and off or restarting your phone. * For eSIMs, ensure you're following the activation steps accurately. * If the problem persists, contact your fleet administrator, who can escalate the issue to Dstny Support if needed. ### Dstny Support: * Phone: +32 2 401 97 00 (option 1) * Email: [support@dstny.be](mailto:support@dstny.be) *** ** * ** *** ## Fleet administrator To manage SIM cards and activate services (physical or eSIM), follow these steps: 1. Log in to the MyDstny portal: [https://my.destiny.be](https://my.destiny.be/). 2. Navigate to: * Self-service * UC \& Mobile * Manage Users 3. Search for the user and select their name or create a new user. 4. Click Add Service to configure their service. ### Steps to Activate a Service 1. **Select a Product Type** Choose the relevant product type based on your contract: * Dstny Mobile: Mobile telephony and data. * Dstny SmartMobile: Fixed/mobile integration with Dstny's cloud switchboard or UC users (fixed only) * Dstny Mobile data: Mobile data, no telephony (only Mobile Internet) Only the product type for which you have a contract will be shown. 2. **Select your specific bundle** * Now select the specific bundle (data allowance, number of call minutes) for this specific user and add any options (e.g. extra international call minutes). 3. **Confirm your selected bundle for this user.** 4. **Assign a Phone Number** You can: * Request a new number. * Port an existing number. * Port a number within Dstny. 5. **Configure the SIM Type** Choose the type of SIM to activate: * Physical SIM: * Option 1: **My user has an unused SIM card and will enter it during activation:**the user will receive an email with a link to the web page, where he/she can enter the SIM card number. This means that you as the fleet administrator don't have to enter a SIM card number for every user and the user him-/herself can decide when to enter his/her number. You can just distribute SIM cards without worrying who has wich Sim card. This is useful when multiple users have to be activated at once. * Option 2: **I have an unused SIM card that I want to use:**as the fleet administrator, you can enter the SIM number and you yourself will give the right SIM card to the right user. * eSIM: Select eSIM, and the user will receive a QR code via email for activation. 6. **Select your fixed number (only in case of smartmobile -- not for mobile only or mobile data only)** 1. If a fixed number is needed (for fixed/mobile integration services, such as SmartMobile and FMC), you can select one from 1. Option 1: **a list of available fixed numbers (choose a fixed number)** 2. Option 2: **a list of fixed numbers that are already in use (choose an active fixed number)**. If you select the latter option, the active fixed number is removed from the user to whom it is currently linked and added to the new user. 2. If there are no more fixed numbers available, you can request new numbers via our support team: [support@dstny.be](mailto:support@dstny.be) or +32 2 401 97 00 (option 1). 7. **Finalize Activation** You've reached the final step in the activation process! At this point, you've got two more decisions to make. ### How do we complete the activation? You can choose between two procedures: * Send an email to the user with instructions on how to complete the activation: the user will receive an email and has to click on a link to start the activation process. To get a better idea of this process, you can go to "[activate SIM card - user](https://faq.dstny.be/en/kb/current/dstny-sim-card-activation-and-management-guide.md)". * The activation process is started automatically: the activation process starts without the user's intervention. This option is not always available and has to do with whether you as the fleet administrator have already entered the SIM card number. ### When do we have to start activation? You can choose between two procedures: * **Option 1**: Activation has to start as soon as possible: the complete activation process (send email to user, start "port number" etc.) starts immediately, after you click on "save". * **Option 2**: I opt to start the activation process later: The complete activation process (send email to user, start "port number" etc.) will start later. This is useful when preparing a migration: for example, all details can be entered on a Friday evening, but nothing will be started as yet. The process can be started manually later (see "Services waiting for activation"), for example on Monday morning so that users don't have to start the activation during the weekend. --- version: "Working version" language: "en" --- # Fixed and mobile internet Find answers to your questions about Dstny's fixed and mobile internet. ## Network issues Are you experiencing issues with your internet or connectivity? This FAQ provides helpful solutions for situations such as: * [No internet connection](https://faq.dstny.be/en/kb/current/no-internet-connection.md) * [Slow internet](https://faq.dstny.be/en/kb/current/slow-internet.md) * [Internet works, but a specific website or app doesn't](https://faq.dstny.be/en/kb/current/internet-works-but-a-specific-website-or-app-doesnt.md) * [No phone connection](https://faq.dstny.be/en/kb/current/no-phone-connection.md) * [VPN not working](https://faq.dstny.be/en/kb/current/vpn-is-not-working.md) --- version: "Working version" language: "en" --- # Fixed and Mobile telephony Looking for information about fixed or mobile telephony? Here you'll find everything you need: from plans and settings to practical information about your device, network, and administration. ## Telephony plans Get insight into your subscription and discover all available options. * [Managing mobile bundles and services](https://faq.dstny.be/en/kb/current/managing-mobile-bundles-and-services.md) * [Managing mobile users](https://faq.dstny.be/en/kb/current/managing-mobile-users.md) * [Telephony plans](https://www.dstny.be/en/business-communications) *** ** * ** *** ## Telephony \& technology explained Discover how modern telephony works and which solutions best fit your business. * [What does it take to install an IP/VoIP exchange?](https://faq.dstny.be/en/kb/current/what-does-it-take-to-install-an-ip-voip-exchange.md) * [What is SIP trunking?](https://faq.dstny.be/en/kb/current/what-is-sip-trunking.md) * [What is VoIP?](https://faq.dstny.be/en/kb/current/what-is-voip.md) * [What is VoWiFi?](https://www.dstny.be/en/customer-service/fixed-and-mobile-telephony/vowifi) * [What is VoLTE?](https://faq.dstny.be/en/kb/current/volte-revolutionizing-communication-on-your-mobile-phone.md) * [Roam Like at Home \& Calling International](https://faq.dstny.be/en/kb/current/unveiling-roam-like-at-home-rlah-and-international-calling-what-you-always-wanted-to-know-but-were-afraid-to-ask.md) *** ** * ** *** ## Mobile Devices \& SIM cards Everything about your device and SIM card. * [APN Settings](https://faq.dstny.be/en/kb/current/apn-settings.md) * [Ordering SIM cards](https://faq.dstny.be/en/kb/current/ordering-sim-cards.md) * [A defective lost or stolen device](https://faq.dstny.be/en/kb/current/a-defective-lost-or-stolen-device.md) * [Activating SIM cards](https://faq.dstny.be/en/kb/current/dstny-sim-card-activation-and-management-guide.md) * [Change Mobile Operator](https://faq.dstny.be/en/kb/current/change-mobile-operator.md) *** ** * ** *** ## Administration Easily manage your users and services. * [Request extra numbers](https://faq.dstny.be/en/kb/current/request-extra-numbers.md) * [Tracking invoices and usage](https://faq.dstny.be/en/kb/current/tracking-invoices-and-usage.md) * [Access to the portal](https://faq.dstny.be/en/kb/current/access-to-the-portal.md) *** ** * ** *** ## Network issues * [No phone service](https://faq.dstny.be/en/kb/current/no-phone-connection.md) *** ** * ** *** --- version: "Working version" language: "en" --- # Future Presence Future Presence lets you set your role and status automatically and in advance. For example, during business hours, you can receive calls on your landline AND your mobile device to show your landline number to a contact, even if you call from your mobile device. If you start work, for example, at 9 in the morning, at that time: * Your role will change automatically from 'Private' to 'Business'. * Your colleagues will immediately see that you are 'Always Available' * A call to your fixed number will come in on your fixed and your mobile device * Your contacts will see your fixed number when you call with your softphone or mobile device NB: You will always be available on your mobile to anyone who calls your mobile number (even if you change your status to 'Not Available' because you are not in the office or are at a meeting). If you finish work, for example, at 5 in the evening, at that time: * Your role will change automatically back to 'Private' * Your colleagues will immediately see your 'Do Not Disturb' status * Anyone who calls your fixed number will immediately go to your voicemail * Your contacts will see your mobile number when you call with your mobile device. *** ** * ** *** ## Setting via the softphone * Go to 'Extra' in the taskbar at the top. * Click on 'Future Presence'. * Add a new availability by clicking on (plus icon) * Give the availability a name. For example: Parental leave. * Change your status at 'Activity'. For example: Do Not Disturb. * Select the right role: 'Business' or 'Private'. * Do you want to include a message to colleagues? In that case, set a note under 'Comment'. * Select the start and end date for which this setting has to be valid. * Set the right time zone. * You can repeat the setting daily, weekly, monthly or annually. Tap 'Never' to use it only once. *** ** * ** *** ## Setting via the Dstny app * Open the app on your smartphone and go to the menu (swipe from left to right). * Tap 'Future Presence'. * Add a new availability by tapping (plus icon) at the top right. * Give the availability a name. For example: Parental leave. * Change your status at 'Activity'. For example: Out of Office. * Select the right role: 'Business' or 'Private'. * Do you want to include a message to colleagues? In that case, set a note under 'Comment'. * Select the start and end date for which this setting has to be valid. * Set the right time zone. * You can repeat the setting daily, weekly, monthly or annually. Tap 'Never' to use it only once. --- version: "Working version" language: "en" --- # Headsets: Jabra \& Poly (Plantronics) These headsets from Jabra and Poly are compatible with SmartMobile. ## Jabra - wired ![Jabra Evolve 30.jpg](https://faq.dstny.be/__attachments/a_a11523223583ac35448059df0aec9b45c28ec90522e7b2c455bb3f0cdc0c1a50/Jabra%20Evolve%2030.jpg?cb=96303017a6146dad0a6149fc1661f8f7) ### Jabra #### Evolve 30 Dowload the productsheet: [JABRA_EVOLVE_30_EN-min.pdf](https://faq.dstny.be/__attachments/a_6e2ddff7307f481d9a2684256257161c18514303aa20f96ca5d394e89f86657b/JABRA_EVOLVE_30_EN-min.pdf.md?cb=19395ed957f6a241afc14b3cec7467ca) ![Jabra Evolve 40.jpg](https://faq.dstny.be/__attachments/a_4d75314f53c8a24c161a8effa5f0d6f4986362212d8402cd6724ca6baa7763e2/Jabra%20Evolve%2040.jpg?cb=673b627af52e2dd528ceeb6a1ff3ff6c) #### Jabra ##### Evolve 40 Dowload the productsheet: [JABRA_EVOLVE_40-EN.pdf](https://faq.dstny.be/__attachments/a_99bac2013d0bec20d1cf4f270441f11012cea5674592fc85228ad26c3b04ea3f/JABRA_EVOLVE_40-EN.pdf.md?cb=4f0872c48d32b2a8c665e418c2873662) *** ** * ** *** ## Jabra - wireless ![Jabra Engage 75.jpg](https://faq.dstny.be/__attachments/a_a10495757393f76351190cba1801b91b66002d9abe423ba1f98e609c59d592d0/Jabra%20Engage%2075.jpg?cb=b17ccad1cffdb4363337c52e63597614) ### Jabra #### Engage 75 Dowload the productsheet: [JABRA_ENGAGE_75-EN.pdf](https://faq.dstny.be/__attachments/a_014ade4512ecdb5c68de0caca87a02ae40969e447e209e574e498178d33a650f/JABRA_ENGAGE_75-EN.pdf.md?cb=3d0697d7731c3897267078515448b92b) ![Jabra Evolve 65.jpg](https://faq.dstny.be/__attachments/a_cfa6120b72d77e41da713888ab7c851c2d6d92252ce4a6395d56f59c153d0321/Jabra%20Evolve%2065.jpg?cb=d31667f21c874f8958cf33c74e4ba8b1) #### Jabra ##### Evolve 65 Dowload the productsheet: [JABRA_EVOLVE_65-EN.pdf](https://faq.dstny.be/__attachments/a_87fe9207172e007f31bd4885d5b4f6b34c78546624dbd4fdfa840b02e7aa9741/JABRA_EVOLVE_65-EN.pdf.md?cb=180612188cbe8a3f07eb1c4037088179) ![Jabra Evolve 75.jpg](https://faq.dstny.be/__attachments/a_ded7b4ce2bcddb5e24ee3fa00e2221b08618f6c4b029106f9b8f5ed38f9371d6/Jabra%20Evolve%2075.jpg?cb=6e09a3a5a14a9b9e339e5d08a8d1a1ff) #### Jabra ##### Evolve 75 Dowload the productsheet: [JABRA_EVOLVE_75-EN.pdf](https://faq.dstny.be/__attachments/a_bcb043b72ae210fab5c0ae1cd0e4007f22e9c81eae0d3fe32829737412def19f/JABRA_EVOLVE_75-EN.pdf.md?cb=8a7ea1a309a0c021f91419f31d3bffb2) ![Jabra Evolve Pro 930-935.jpg](https://faq.dstny.be/__attachments/a_ad636658ea273c5f75e585b5574a947c88a0ae4cb140f7e6ebbe3fc92487e82e/Jabra%20Evolve%20Pro%20930-935.jpg?cb=2a14e1ed73f8c8b482c4497cfb577fb4) #### Jabra ##### Pro 930 \& 935 Dowload the productsheet: [JABRA_900_SERIE-EN.pdf](https://faq.dstny.be/__attachments/a_8f4882da9edb01838430cd0b7049f08ac123fd98fdb9d7f705b906f0bcd26fb5/JABRA_900_SERIE-EN.pdf.md?cb=379115d50de9605115620334138e0dae) *** ** * ** *** ## Poly -- wired ![Plantronics Blackwire 300 series.jpg](https://faq.dstny.be/__attachments/a_97ec6365f34e69ded6e89e6dbd6e33a7baa7f7751c848d6c86c8b7075b490ca3/Plantronics%20Blackwire%20300%20series.jpg?cb=19aa9a13bae303a9386073b4b21a5910) ### Plantronics #### Blackwire 3300 series Download the productsheet: [PLX_BLACKWIRE_3300-EN.pdf](https://faq.dstny.be/__attachments/a_06920628b35ffb9e3a5097e968c09f09c2e4fb0d0bf70bb76e475ca5789eb29e/PLX_BLACKWIRE_3300-EN.pdf.md?cb=e766da30c2322f053b8f0471071fb1ba) ![Plantronics Blackwire 5210-5220.jpg](https://faq.dstny.be/__attachments/a_d860d04d8233d6ed46c3af8327b1cc539b5b033d252fbc5d3541b71c0676f52f/Plantronics%20Blackwire%205210-5220.jpg?cb=514845410ebfd6ffb6ac2db4059fdedf) #### Plantronics ##### Blackwire 5210 \& 5220 Download the productsheet: [PLX_BLACKWIRE_5200-EN.pdf](https://faq.dstny.be/__attachments/a_1cec5123de1c3ec50ada6a9c0198fc039405039b966f53a546a9e4503e1a072e/PLX_BLACKWIRE_5200-EN.pdf.md?cb=8614108637527ca5ef4cc39632c83830) *** ** * ** *** ## Poly -- wireless ![Plantronics Savi 8210-8240.jpg](https://faq.dstny.be/__attachments/a_b2b86e728e6e49de27a55ff46a3b540e71b4ec010a5ede8798c42bedbc2cb932/Plantronics%20Savi%208210-8240.jpg?cb=b1ef585348137155c9ac780b32ca6cb4) ### Plantronics #### Savi 8210 \& 8220 \& 8240 Download the productsheet: [PLX_SAVI_8200_SERIE-EN.pdf](https://faq.dstny.be/__attachments/a_998d90d08f265a9e5c7c53e01848eefb9da446f99f1c6acb8212c72ae619a04b/PLX_SAVI_8200_SERIE-EN.pdf.md?cb=c3b555538019f4a9ad2809c966303229) ![Plantronics Voyager 5200.jpg](https://faq.dstny.be/__attachments/a_bdb9be783650dd045d01a6211dc631e4b9c80f00638ca45ab2b5e63b617766c9/Plantronics%20Voyager%205200.jpg?cb=bfe6d31064942f3cdc2b2f17cce2c79d) #### Plantronics ##### Voyager 5200 Download the productsheet: [PLX_VOYAGER_5200-EN.pdf](https://faq.dstny.be/__attachments/a_ee88c0156bc26cd3ba92c16e0953423a85e5d73bcb2990d8c694b5a94d726566/PLX_VOYAGER_5200-EN.pdf.md?cb=dd80b6ff7173b3f9d65e219ead5d7895) ![Plantronics Voyager Focus UC B825.jpg](https://faq.dstny.be/__attachments/a_a02742f1e9ca7d0e2e63a5677411b1246d015d2eb0d6bc53f0c92c8cbd226169/Plantronics%20Voyager%20Focus%20UC%20B825.jpg?cb=7af21148259de87053eb28d1bf2fc8da) #### Plantronics ##### Voyager Focus UC B825 Download the productsheet: [PLX_FOCUS_B825-EN.pdf](https://faq.dstny.be/__attachments/a_f55d2019c0ea27649d8e3f9656b88e94b2c2221152484b8bc362d5adb48e423f/PLX_FOCUS_B825-EN.pdf.md?cb=d13221f82903ec494009d0e102167cb1) *** ** * ** *** --- version: "Working version" language: "en" --- # Higher invoice Is your bill significantly higher than last month's? It's possible. There are a few possible reasons. ## Extra service Have you added an extra Destiny service in the past month or purchased extra licenses, and have these already been installed? If so, this extra amount will be invoiced in the following bill. *** ** * ** *** ## One-time cost Did a Destiny technician call by in the past month to deal with a relocation? Have you been sent extra devices, or has a new office been set up? In that case, an extra one-time cost may have been added to your current bill. *** ** * ** *** ## High usage The reason for extra costs may also lie in extra telephony usage, fixed or mobile. You can check that easily in the details of the bill or by requesting the call details via [support@destiny.be](mailto:support@destiny.be). You can't see a rise in the normal call traffic at first glance? Maybe one of your colleagues has called **third party services**. This will always be stated separately in the details of your call usage. Is the source of the higher costs not immediately obvious? Don't hesitate to send an email to [support@destiny.be](mailto:support@destiny.be) and we'll be pleased to investigate further with you. --- version: "Working version" language: "en" --- # Installing a Headset Calling via your computer? The easiest way is with a headset. Here we explain how to install a new Plantronics headset and connect it to your Dstny Softphone. **Note!** Always charge your headset before connecting it to your Softphone. ## How to install * Plug the USB cable or dongle into your computer's USB port. ![Headset installeren stap 1.jpeg](https://faq.dstny.be/__attachments/a_3a23ffee1cb7f4f632e84b1a4dc0959296d217f8edf5f3854abbd7f683c9ac80/Headset%20installeren%20stap%201.jpeg?cb=6d94bf5b9091c71a6e4fd9b87d08aa79) Your computer will automatically install the correct drivers. A pop-up window may appear in the bottom-right corner of your taskbar. The installation may take a few minutes. ![Headset installeren stap 2.jpeg](https://faq.dstny.be/__attachments/a_a6ade4bdcebb003dcd17ce522be4cbd749fc249363f2e46f52f27af508ac0eb2/Headset%20installeren%20stap%202.jpeg?cb=1c358be08483b7de4444c91bc74431ca) * Once the drivers are installed, this pop-up may appear. ![Headset installeren stap 3.jpeg](https://faq.dstny.be/__attachments/a_98ab9f28be4dfeae3dae48f733b4fcc92855b4700085c767ef805f44b7d7ccbf/Headset%20installeren%20stap%203.jpeg?cb=9d67ddd7936ea09931524442f0075316) *** ** * ** *** ## Connect your headset To connect your headset to the Softphone, follow these steps: * Open the Dstny Softphone. * In the top-left corner, go to **'Tools'** , then select **'Options'**. * Go to the **'Audio'** tab. You can make calls in two ways with the softphone: via your computer's microphone and speakers, or via your headset. That's why there are two audio profiles: * Speaker profile * Headset profile ![Headset installeren stap 4.jpeg](https://faq.dstny.be/__attachments/a_5a36d62b7861b84d3cfcf375c11e304abe578c0299be9bebe7483420299d1073/Headset%20installeren%20stap%204.jpeg?cb=8b93872658b10a114fd787ef3521ee33) Want to switch between audio profiles? Click the icon in the bottom-left corner of the Softphone. --- version: "Working version" language: "en" --- # Installing a Softphone Calling is now done with your Dstny Softphone. This is not a traditional desk phone, but software installed on your computer --- hence the name 'softphone': a combination of 'software' and 'phone'. And as you'll quickly notice, a softphone comes with many advantages. Before you can start making calls, you first need to install the Softphone on your computer. Do you already have your own username and password? If not, please contact your IT administrator first. Don't forget! You need administrator rights on your computer to install software. *** ** * ** *** ## How to install * Go to [https://bcs.destiny.be](https://bcs.destiny.be/) and log in with your username and password. ![Softphone stap 1.png](https://faq.dstny.be/__attachments/a_227760210c871949a920ad8966c66553c5df04eaa07983a40996ea4ba005ed8c/Softphone%20stap%201.png?cb=f338d2086131ab877179e74d83688cb4) * Navigate to the **'Home'** tab and click on **'Applications'**. ![Softphone stap 2.jpeg](https://faq.dstny.be/__attachments/a_627fa5021c11924190a03d870023c69c05796584f2d8b55eb1cb8d5749091ed3/Softphone%20stap%202.jpeg?cb=8abd9f3da91a6cd2d4f847802afcb83e) * Download the Softphone by clicking the link. Depending on your browser, you can either open the file immediately or save it first. ![Softphone stap 3.png](https://faq.dstny.be/__attachments/a_a7b361035b0ed8391579dfe66e88e35ac5d16a508304fba8c6c110039a57ac7e/Softphone%20stap%203.png?cb=c0dee73ff9170c9e281158f2386a4b99) * Click the downloaded file *softphone.exe* and install it using the setup wizard. * Installation complete? Open your Dstny Softphone. You will now go through another setup wizard. Click **'Next'**. * The wizard will ask for your server settings. Enter the following: * Server URL: [https://bcs.destiny.be](https://bcs.destiny.be/) * User ID: your username * Password: your password * Skip the next two steps. We will complete them once your headset is connected. Your Dstny Softphone is now ready to use. You're all set to start calling! *** ** * ** *** ## Download the Dstny Softphone Watch this video to see how to download your softphone --- version: "Working version" language: "en" --- # Installing the Mobile App With the Dstny app, you can manage your availability on your mobile phone. Below, you'll find how to install the app. ## How to install * Once your Dstny SIM card is activated, you will receive an SMS with a link. Click on it. You will be redirected to this page. * Click **'Download'** to install the app via the App Store or Google Play Store. Install the app on your phone. ![Mobile app installeren - 1.png](https://faq.dstny.be/__attachments/a_24a1d1cddbd72dbe97f2b3ccc3443d635266237c1b649dcbca417d9cc3cce458/Mobile%20app%20installeren%20-%201.png?cb=a11c5ececa648f1371e7818cd1275ee4) * Once installed, open the app and enter your mobile number, including the country code (e.g. +32123456789). * Tap **'Receive activation code'**. An activation code will be sent to you via SMS and, if applicable, also by email. * Enter the activation code in the app and press **'Activate'**. * Once the activation code has been validated, you can start using the application and access all features. ![Mobile app installeren - 2.png](https://faq.dstny.be/__attachments/a_4efbb053903ce9c32f9fa352a435287d50461039fe5de253c054c4d80191e39b/Mobile%20app%20installeren%20-%202.png?cb=59e26a43073d1fa9caf9d418e48076eb) * Under **'Me'**, you can adjust your personal settings: ![Mobile app installeren stap 3 screenshot.png](https://faq.dstny.be/__attachments/a_6972d4e11a306f01bd6be5eb4f732cb3b66e83e7c6dcf8cfc06bd319b472a5e1/Mobile%20app%20installeren%20stap%203%20screenshot.png?cb=d7cb92418b494702145b3c5a428a5f71) ### Caller ID This is the number external contacts see when you call them. You can choose between: * Your personal landline number * Your company's main number (if configured) * Your private mobile number #### Your role * Choose **'Private'** if you want your contacts to see your private mobile number when you call them. * Choose **'Business'** if you want your contacts to see your personal landline number or your company's main number. ![Mobile app installeren stap 4 screenshot.png](https://faq.dstny.be/__attachments/a_9a629b1d7534b11ce4e8d132e122a3b175bfe3ea08576d4792e93570c4dc1ec0/Mobile%20app%20installeren%20stap%204%20screenshot.png?cb=3a0606fedd3133f3c9cecddd8729a977) #### Your activity * **Always available**: calls to your landline number ring on all your devices (mobile, desk phone, and softphone) * **Available on Fix**: calls go to your desk phone and softphone --- not to your mobile phone * **Working Remote**: calls go to your mobile phone and softphone --- not to your desk phone * **Do Not Disturb**: calls go directly to your voicemail * **Vacation**: calls are forwarded to your company's main number (if configured) ![Mobile app installeren stap 5 screenshot.png](https://faq.dstny.be/__attachments/a_09f20b5f8070a374d1231f5b61f28cbc5005a3594b2ce822729ee6f2b35eeef7/Mobile%20app%20installeren%20stap%205%20screenshot.png?cb=dec484223b3742eeea0eb40294d90773) --- version: "Working version" language: "en" --- # Internet works, but a specific website or app doesn’t # Internet works, but a specific website or app doesn't **Internet works, but a specific website or app doesn't load?** Internet works, but a specific website or app doesn't load? Don't worry, we're here to help. Try the steps below first before contacting support. In many cases, this already solves the issue. Still no connection? Please copy the checklist at the bottom of this page into your support email. That way, we'll have the right details to help you faster. ## Possible causes: * The website or app is temporarily offline * A DNS or routing issue * Blocked by a firewall * An internal network problem *** ** * ** *** ## Steps to try: * Test with another browser (Edge, Firefox, Chrome) or another device * Try using mobile data (4G) or another backup connection. If that works, the issue is likely with your fixed internet connection * Restart your device and try again * Check if other websites or apps are working fine *** ** * ** *** ## **Problem not solved?** Copy the checklist below and include it with your support request to [support@dstny.be](mailto:support@dstny.be) Open the checklist When did the problem start? \[Add date and time\] Is your internet connection working in general? \[Yes / No\] Did you test with mobile data (4G)? \[Yes / No\] → \[If yes, did it work there?\] Which website or app isn't working? \[Enter the name and URL if available\] Have you tried another browser or device? \[Yes / No\] On how many devices does the problem occur? \[ \] All devices \[ \] Only one or a few devices Ping or tracert results: \[Paste the results or add screenshots\] Your current public IP address (find it via [www.whatismyip.com](http://www.whatismyip.com/)): \[Enter the IP address\] Are there any error messages? \[Yes / No\] → \[If yes, describe it or add a screenshot\] Brand and model of your modem/router: \[e.g. Cisco 1100, Huawei AR161, ...\] Have you already restarted your modem/router? \[Yes / No\] --- version: "Working version" language: "en" --- # Managing mobile bundles and services As the fleet administrator, you can manage the mobile services of the users in your company in the MyDstny portal. ## You'll find out on this page how to: * [Get an overview of the services per user](https://faq.dstny.be/en/kb/current/managing-mobile-bundles-and-services.md#Overview-of-all-services-per-user) * [Get an overview of the mobile services in your company](https://faq.dstny.be/en/kb/current/managing-mobile-bundles-and-services.md#Overview-of-the-mobile-services-in-your-company) * [Add a mobile service to a user](https://faq.dstny.be/en/kb/current/managing-mobile-bundles-and-services.md#Add-a-mobile-service-to-a-user) * [Change an existing service or bundle for a user](https://faq.dstny.be/en/kb/current/managing-mobile-bundles-and-services.md#Change-an-existing-service-for-a-user) * [Delete a mobile service for a user](https://faq.dstny.be/en/kb/current/managing-mobile-bundles-and-services.md#Deleting-an-existing-service-for-a-user) *** ** * ** *** ## Overview of all services per user * Open the portal using [https://my.dstny.be](https://my.destiny.be/?__hstc=94561155.c9d71d2465299fb2abbe7f70c895ca82.1681304219562.1681304219562.1681304219562.1&__hssc=94561155.1.1681304219562&__hsfp=2541229631). You'll find more information about logging in [here](https://faq.dstny.be/en/kb/current/access-to-the-portal.md). * Via the left-hand menu, go to * Self-service * UC \& Mobile * Manage users * Click on the name of a user. * You will now see all of that user's configured services in a list and in detail. *** ** * ** *** ## Overview of the mobile services in your company * Open the portal using [https://my.dstny.be](https://my.destiny.be/?__hstc=94561155.c9d71d2465299fb2abbe7f70c895ca82.1681304219562.1681304219562.1681304219562.1&__hssc=94561155.1.1681304219562&__hsfp=2541229631). You'll find more information about logging in [here](https://faq.dstny.be/en/kb/current/access-to-the-portal.md). * Via the left-hand menu, go to * Self-service * UC \& Mobile * And click on "Service overview". You'll then see a list of all users in your organisation. * You'll then see a list of all mobile services in your organisation. *** ** * ** *** ## Add a mobile service to a user * Open the portal using [https://my.dstny.be](https://my.destiny.be/?__hstc=94561155.c9d71d2465299fb2abbe7f70c895ca82.1681304219562.1681304219562.1681304219562.1&__hssc=94561155.1.1681304219562&__hsfp=2541229631). You'll find more information about logging in [here](https://faq.dstny.be/en/kb/current/access-to-the-portal.md). * Via the left-hand menu, go to * Self-service * UC \& Mobile * Manage users * Click on the name of the user for whom you want to add a new service (or use the search function). * Click on "Add Service" * Follow the [activation flow](https://faq.dstny.be/en/kb/current/dstny-sim-card-activation-and-management-guide.md). The service automation flow is an automated process which allows you to add and configure new services for an existing user. *** ** * ** *** ## Change an existing service for a user You can change the selected services or bundles for a user at any time, for example if a user has to call a lot of international numbers for a short period or if the selected data volume is no longer enough. * Open the portal using [https://my.dstny.be](https://my.destiny.be/?__hstc=94561155.c9d71d2465299fb2abbe7f70c895ca82.1681304219562.1681304219562.1681304219562.1&__hssc=94561155.1.1681304219562&__hsfp=2541229631). You'll find more information about logging in [here](https://faq.dstny.be/en/kb/current/access-to-the-portal.md). * Via the left-hand menu, go to * Self-service * UC \& Mobile * Manage users * Click on the name of the user for whom you want to change an existing service or bundle (or use the search function). * Choose the service you want to change and click on "Manage service" at the top right. * Select the desired options and click on "Save". * Confirm your selection by clicking on "Continue". Naturally, a change will have an impact on the next bill. For more information on how the billing is changed, see **"** [**Billing -- changed services**](https://faq.dstny.be/en/kb/current/changed-services.md)". *** ** * ** *** ## Deleting an existing service for a user As a fleet administrator, you can delete mobile services for users, up to a maximum of 30% of the total mobile contract, within your current contract period. If you would like to delete multiple mobile services, contact your account manager or [sales@dstny.be](mailto:sales@destiny.be). * Open the portal using [https://my.dstny.be](https://my.destiny.be/?__hstc=94561155.c9d71d2465299fb2abbe7f70c895ca82.1681304219562.1681304219562.1681304219562.1&__hssc=94561155.1.1681304219562&__hsfp=2541229631). You'll find more information about logging in [here](https://faq.dstny.be/en/kb/current/access-to-the-portal.md). * Via the left-hand menu, go to * Self-service * UC \& Mobile * Manage users * Click on the name of the user for whom you want to delete an existing service or bundle (or use the search function). * Select the service you want to delete and select the "Remove" icon at the top right. * Confirm that you are sure you want to delete this bundle with "Yes". Naturally, a change will have an impact on the next bill. For more information on how the billing is changed, see **"** [**Billing -- changed services**](https://faq.dstny.be/en/kb/current/changed-services.md)". *** ** * ** *** --- version: "Working version" language: "en" --- # Managing mobile users As the fleet administrator, you can manage the users in your company in the MyDestiny portal. You must have this in good order before linking the mobile services to these users. ## You'll find out on this page how to: * [Get an overview of all your users](https://faq.dstny.be/en/kb/current/managing-mobile-users.md#Overview-of-your-users) * [Add users](https://faq.dstny.be/en/kb/current/managing-mobile-users.md#Add-a-new-user) * [Edit users](https://faq.dstny.be/en/kb/current/managing-mobile-users.md#Edit-an-existing-user) * [Delete users](https://faq.dstny.be/en/kb/current/managing-mobile-users.md#Delete-a-user) *** ** * ** *** ## Overview of your users * Open the portal using [https://my.dstny.be](https://my.destiny.be/?__hstc=94561155.c9d71d2465299fb2abbe7f70c895ca82.1681304818625.1681304818625.1681304818625.1&__hssc=94561155.2.1681304818625&__hsfp=2541229631). You'll find more information about logging in [here](https://faq.dstny.be/en/kb/current/access-to-the-portal.md). * Via the left-hand menu, go to * Self-service * UC \& Mobile And click on "Manage users". You'll then see a list of all users in your organisation *** ** * ** *** ## Add a new user * Open the portal using [https://my.dstny.be](https://my.destiny.be/?__hstc=94561155.c9d71d2465299fb2abbe7f70c895ca82.1681304818625.1681304818625.1681304818625.1&__hssc=94561155.2.1681304818625&__hsfp=2541229631). You'll find more information about logging in [here](https://faq.dstny.be/en/kb/current/access-to-the-portal.md). * Go to the user list. * At the bottom left, click on "Add user". * Complete the mandatory fields. * Click on "Save user". * Your new user has been added. *** ** * ** *** ## Edit an existing user * Open the portal using [https://my.dstny.be](https://my.destiny.be/?__hstc=94561155.c9d71d2465299fb2abbe7f70c895ca82.1681304818625.1681304818625.1681304818625.1&__hssc=94561155.2.1681304818625&__hsfp=2541229631). You'll find more information about logging in [here](https://faq.dstny.be/en/kb/current/access-to-the-portal.md). * Go to the user list. * Click on the user you want to edit. * Click on the pencil pictogram at the top right in the "User information" column. * Change the details you want to edit. * Click on "Save user". *** ** * ** *** ## Delete a user It is not possible to delete a user. You can [delete the mobile bundle itself](https://faq.dstny.be/en/kb/current/adding-changing-or-removing-extra-services.md), which will make the user inactive. *** ** * ** *** --- version: "Working version" language: "en" --- # No internet connection ## **No internet connection** No internet? Don't worry, we're here to help. First, try the steps below before contacting our support team. In many cases, this already solves the problem. Still no connection? Please copy the checklist at the bottom of this page into your support email. That way, we'll have the right details to help you faster. ## **Possible causes:** * Issues with your modem or router * A general outage at your internet provider * Local problems with power supply or cabling * An error with your IP address or network configuration *** ** * ** *** ## Please go through the steps below first. ### **Check the cables and power supply** * Is your modem or router properly connected and switched on? * Make sure all cables are securely plugged in. ### **Restart your modem or router** * Unplug the power cable from the socket for 30 seconds. * Plug it back in and wait at least 5 minutes until the device is fully restarted. ### **Check the lights on your modem/router** * Pay special attention to the internet light: is it off, red, or blinking? * Also check the status of the other lights. ### **Test your connection with a network cable** * Important: connect your computer or laptop directly to the Dstny router (not through a switch, mesh system, or any other extra device). * If the internet works via the cable, the issue may be with your Wi-Fi or internal network settings. ### **Check if your backup connection (4G or other) is enabled** * Do you have a backup connection? Check if it has switched over automatically. If not, mention this in your support request. *** ** * ** *** ## **Problem not solved?** Copy the checklist below and include it in your support request to [support@dstny.be](mailto:support@dstny.be). Open the checklist When did the problem start? \[Add date and time\] Status of the modem/router lights: Power: \[On / Off / Blinking\] Internet: \[On / Off / Blinking\] Other (DSL/WAN/Wi-Fi): \[Describe what you see\] Tested devices: Wi-Fi: \[Works / Doesn't work\] Wired connection directly to Dstny router: \[Works / Doesn't work\] On how many devices does the problem occur? \[ \] All devices \[ \] Only one or a few devices Backup connection available (4G or other): \[Yes / No\] Did the backup switch over automatically: \[Yes / No\] Has anything changed recently? (e.g. cables moved, new devices connected, power outage): \[Yes / No\] → \[If yes, please explain\] Current public IP address: \[Find via [https://www.whatismyip.com](https://www.whatismyip.com/)\] Screenshot of any error message (optional): \[Add if possible\] Brand \& model of modem/router: \[e.g. Cisco 1100, Huawei AR161, etc.\] Have you already restarted your modem/router? \[Yes = add time\] / No --- version: "Working version" language: "en" --- # No phone connection **No phone connection (VoIP not working)** No phone connection? Don't worry, we're here to help. First, try the steps below before contacting our support team. In many cases, this already solves the issue. Still not working? Copy the checklist at the bottom of this page and include it with your support request, so we can assist you faster. ## **Possible causes:** * The internet connection is down * Incorrect configuration of the VoIP system * The connection is blocked by a firewall or router * An issue with the VoIP provider *** ** * ** *** ## **First, follow the steps below.** * Check if your internet connection is working. * Restart your modem, router and all VoIP devices (phones, Mediatrix, etc.). * Test both incoming and outgoing calls. Can you make calls but not receive them, or the other way around? * Do you use a VoIP app or softphone? Test those as well. * Check the date and time settings on your VoIP device. Incorrect settings can cause connection issues. *** ** * ** *** ## **Issue not solved?** Copy the checklist below and include this information with your support request to [support@dstny.be](mailto:support@dstny.be) Open the checklist When did the problem start? \[Add date and time\] Which phone numbers are affected? +32 xx xx xx xx (if all numbers are affected, provide at least one, preferably the most important one) Is your internet connection working? \[Yes / No\] Have you already restarted your modem/router and VoIP devices? \[Yes / No\] What exactly is not working? \[ \] Incoming calls \[ \] Outgoing calls \[ \] Both incoming and outgoing calls Does this affect all phones or only some? \[ \] All devices \[ \] Only one or a few devices Have you tested with a VoIP app or softphone? \[Yes / No\] Do you get error messages or displays on the device? \[Yes / No\] → \[If yes, describe or attach a photo\] Name of the VoIP system or account (if known): \[e.g. Yealink, Gigaset, 3CX, Panasonic\] --- version: "Working version" language: "en" --- # Ordering SIM cards It is advisable to have a number of extra SIM cards in case a new user joins the company, a telephone gets lost etc. When your stock of SIM cards is almost used up, you can request new SIM cards via the portal. * Open the portal using [https://my.dstny.be](https://my.destiny.be/?__hstc=94561155.c9d71d2465299fb2abbe7f70c895ca82.1681306328779.1681306328779.1681306328779.1&__hssc=94561155.2.1681306328779&__hsfp=2541229631). You'll find more information about logging in [here](https://faq.dstny.be/en/kb/current/access-to-the-portal.md). * Via the left-hand menu, go to * Self-service * UC \& Mobile * Request SIM cards * Click on "+request SIM cards" at the bottom right. * Enter the mandatory details and check the delivery address. * Click on "+Send request" You will normally receive the SIM cards within 3 working days after submitting the request. If you have not received your SIM cards after this period, just let us know at [customer-delivery@dstny.be](mailto:customer-delivery@dstny.be) of on [+32 2 401 97 00](#) (option 4). --- version: "Working version" language: "en" --- # Receiving a second call You're on the phone, and you're getting a second call? In that case, the new caller will automatically hear your voicemail. Do you want to take it? Or put the call on hold? Find out here how to do that. ## For your mobile number Somebody's calling on your mobile number while you're on the phone to someone else, but you would rather take the call or decline it straight away? In that case, change your settings by calling \*43# (i.e.: star - 43 - hash) on your mobile phone. Do you want to switch this service off again? Then use your mobile to call #43# (i.e.: hash - 43 - hash). *** ** * ** *** ## For your fixed number Is someone calling your fixed number while you're on the phone to someone else, but you don't want the other caller to go to your voicemail? In that case, there are a number of options. You can configure them easily via the user portal. * Go to [bcs.dstny.be](https://bcs.destiny.be/) and log in with your details. * Or click on 'Extra' then 'My start page' in your softphone. ### Option 1: Put the new caller on hold Do you want to take the second call, but not immediately? In that case, you can put the new caller on hold. Go to your user page and click on 'Services', then on 'Route call'. You will then see a list of rules for incoming calls. You don't see the list? Check that you're in 'user view' and not in 'admin view' -- see the top right of your screen. * You will now be able to set up your own rule. Click on 'Select' and choose an option in the dropdown menu. For example: 'If a call is received and 'call in progress' is true, the new call will be transferred to the queue'. * In that case, the second caller is put on hold, but you can continue with your other call. * The second caller hears that he is on hold and that he can have you called automatically when your conversation is ended. All he has to do is press number 5. * Are you finished with your call? The switchboard will then automatically launch a call between you and the second caller. ### Option 2: Accept or decline the second call Would you prefer not to put your new incoming calls on hold? In that case, select the rule: 'If a call is received and 'call in progress' is true, the new call will be transferred to the mobile phone'. * In this case, you have two options: either you accept the second call and put the first one on hold, or you look at your mobile phone to see who the second caller is. Is it an important call or is it no problem for it to wait? In the first case, you simply answer it, in the second, you decline the call (you have to have activated this function by calling \*43# on your mobile number). --- version: "Working version" language: "en" --- # Relocation **Relocating soon? Destiny is here to help!**Are you relocating soon? Don't leave anything to chance - follow the step-by-step plan below and move to your new business premises with peace of mind. ## 1. Check whether Dstny connectivity is installed at your new address Are you a Dstny customer? We'll be pleased to help you and check it with you. Let your account manager know and he or she will be pleased to join you in looking at your organisation's needs and the technical availability at your new location. You're not 100% sure of who your account manager is? No problem, you can always reach us on +32 2 401 97 00 and we'll help you from there. Are you a Destiny partner? In that case you can check everything yourself or for your customers on [**our partner portal**](http://partnerportal.destiny.be/out/out.Login.php?referuri=/out/out.ViewFolder.php&__hstc=94561155.c9d71d2465299fb2abbe7f70c895ca82.1681311278489.1681311278489.1681311278489.1&__hssc=94561155.2.1681311278490&__hsfp=2541229631) using the connectivity check. *** ** * ** *** ## 2. Get round to it in time Depending on the technical availability at your location, we reckon on four to six weeks to bring your company up to speed at your new location. This period very much depends on the possibilities and technology (e.g. fibre optic technology will always take more time). So get round to it in time! *** ** * ** *** ## 3. Contract amendment Your account manager will make a change to your existing contract: that is, the address and possibly a change to the type of technology. After approval, this will be sent to our delivery team, who will guide you through the entire removal. Your contract therefore stays the same. Addresses are changed automatically and billing will continue as normal. --- version: "Working version" language: "en" --- # Reminders and late payments Your bill states a due date "Payable by...". We must have received payment in full on that date. ## Late payment process You may forget on occasion. That's no big deal. We send you a **first reminder letter 7** days after the due date. This is sent by email or post, depending on the preference stated by you yourself as the customer when the contract came into force. Do you want to change these details or have them checked? It's possible. Just send an email to [finance@dstny.be](mailto:finance@destiny.be) and we'll be pleased to change your preferences within 5 working days. If we don't receive your payment after the first reminder letter, we send a second letter two weeks later. We follow this up with a phone call, no later than 7 days after the second letter. After that we wait another week, but if we haven't received your payment after two reminder letters and phone calls, we unfortunately have to send you formal notice of default by registered letter. Your account manager is informed. He or she tries one last time to contact you to find out if there is a specific reason for your late payments. He or she informs our finance department so as to arrive at a joint decision. After that, we send a final warning. And if we don't receive payment? Unfortunately, we are forced to discontinue your services. You can have them re-activated by sending proof of payment to [support@dstny.be](mailto:support@destiny.be) or contacting us by phone on +32 2 401 97 00. *** ** * ** *** ## You've paid, but still get a reminder? We only send a first reminder letter if you've paid 7 days late. So please check the due date on your bill. Depending on your bank, it can take up to 5 days for your payment to show on our account. Around public holidays, it can even take up to a week. Everything seems to be all right? Don't hesitate to give our Finance Team a call on +32 2 401 97 00. --- version: "Working version" language: "en" --- # Request a duplicate ## Do you need a copy of your bill? Has your bill not arrived yet, or do you need a duplicate? Contact us via [finance@dstny.be](mailto:finance@destiny.be) and they will provide a response within 5 working days. --- version: "Working version" language: "en" --- # Request direct debit facility Do you want to automate your payments? Discover how to easily set up a direct debit for your Dstny services. ## Would you like to request a direct debit facility? Would you like to have our Destiny services paid automatically every month? It's possible. All you have to do is send an email to [finance@dstny.be](mailto:finance@destiny.be) with the above request and you'll receive a form from us with the relevant mandate within 5 working days. This document has to be signed and returned to: * Our Finance Team * Your organisation's bank or financial institution We will arrange for the change on our side. Please note: your organisation's financial institution also always has to get permission to set this up, which means your mandate. As soon as that has been done and your bank has made the necessary arrangements, the direct debit can be effected in the month following. --- version: "Working version" language: "en" --- # Request extra numbers Are you a customer with Dstny telephony and would you like to request extra (fixed or mobile) numbers? That is possible! * Send an email to [support@dstny.be](mailto:support@destiny.be) or call us on [+32 2 401 97 00](https://faq.dstny.be/en/kb/current/request-extra-numbers.md). * Be sure to mention whether you want to request one number or a range of 10 to 100 numbers. * Would you like fixed numbers that are suitable for a certain region (02, 03, 015,...)? Don't hesitate to let us know. * Do you already have existing Dstny numbers and would you like a similar range of numbers? Then you can also mention that. * Within 5 working days we'll check internally which numbers are still possible. * After your permission, we will activate these numbers under your organization. --- version: "Working version" language: "en" --- # Service Level Agreement (SLA) The Service Level Agreement describes what you -- as a customer and partner -- can expect with regard to **service delivery and time windows** . The performance criteria to be found below apply **only to services in Belgium**. The service levels in other countries are defined by the specific rules applying in each country. ## On this page, we briefly explain the Service Level Agreement, in three parts: * [Our support team's availability](https://faq.dstny.be/en/kb/current/service-level-agreement-sla.md#Our-support-team%25E2%2580%2599s-availability) * [Scheduled and emergency maintenance](https://faq.dstny.be/en/kb/current/service-level-agreement-sla.md#Scheduled-and-emergency-maintenance) * [Incident severity and timers](https://faq.dstny.be/en/kb/current/service-level-agreement-sla.md#Incident-severity-and-timers) *** ** * ** *** ## Our support team's availability A professional helpdesk is available 24 hours a day, 7 days a week to report new incidents and open a file. The time windows for incident handling and intervention depend on [the incident severity](https://faq.dstny.be/en/contract-delivery/service-level-agreement-sla#IncidentniveausEnTimers)of your problem or question. *** ** * ** *** ## Scheduled and emergency maintenance To guarantee optimum effectiveness of our services, we occasionally carry out scheduled maintenance on our backbone and on customer equipment. * **Scheduled maintenance** normally takes place on the **first Sunday of the month, between 2.00 am and 6.00 am in the morning** . We notify our customers of scheduled maintenance by email 10 working days in advance. Did you fail to receive a message about our most recent maintenance, and are you the contact for your company? In that case, amend your contact details and the selected communications on [our portal](https://my.dstny.be/). * You as the customer will be informed of **emergency maintenance** by email at least **3 working days in advance**. If we can't notify you 3 days in advance, you'll be informed by phone at least 12 hours beforehand. We try to restrict emergency works to three times per year and per location. Interruptions during scheduled and emergency maintenance are essential to the optimum operation of the network and are therefore not subject to the SLA. *** ** * ** *** ## Incident severity and timers A severity level is assigned to every incident. Specific response and repair times apply depending on the assigned level. These are summarised in the overview below. | **Level 1 (P1)** | **Level 2 (P2)** | **Level 3 (P3)** | **Level 4 (P4)** | |------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------| | Service unavailable | Primary link unavailable, service successfully taken over by the backup link. | Service disrupted (interruptions, capacity issues, quality issues) | Request for information or configuration changes | | **Contact** In this case, we recommend contacting our Support Service immediately by phone at +32 (0)2 401 97 00 | **Contact** Please contact our Support Service via [support@dstny.be](mailto:support@dstny.be) | **Contact** Please contact our Support Service via [support@dstny.be](mailto:support@dstny.be) | **Contact** Please contact our Support Service via [support@dstny.be](mailto:support@dstny.be) | | **Response time** You will be assisted immediately | **Response time** 6 hours | **Response time** 8 hours | **Response time** 5 working days | The repair times stated in the table above do not apply in the event of a total outage of the access network where splicing work is required to restore the medium. In that case, we guarantee that the incident time is calculated from the moment the restoration of the medium begins. For each incident, you as a customer must create a ticket. This can be done via **email** ([support@dstny.be](mailto:support@dstny.be)) or **phone** (+32 2 401 97 00), but it is easiest via the portal (). This allows you to quickly track the status and progress of your open (and closed) tickets. **Do you feel your ticket is not being handled as it should be? Let us know.** Simply mention **"escalation"**in the title of your ticket when creating it via email or the portal. If you contact us by phone via the general number, you can also indicate during the call that it concerns an escalation. On [MyDstny](https://my.dstny.be/), you will also find the escalation matrix, so you know exactly what to expect from an escalation. --- version: "Working version" language: "en" --- # Set and listen to your voicemail All your voicemail messages will arrive on a single platform, regardless of whether the call was made to your fixed or mobile number. We explain here how you can set a message (via your phone) and listen to incoming messages. * [Via the voicemail number on your phone](https://faq.dstny.be/en/kb/current/set-and-listen-to-your-voicemail.md#Via-the-voicemail-number-on-your-phone) * [Via the softphone](https://faq.dstny.be/en/kb/current/set-and-listen-to-your-voicemail.md#Via-the-softphone) * [Via the Dstny-app](https://faq.dstny.be/en/kb/current/set-and-listen-to-your-voicemail.md#Via-the-Dstny-app) * [Via e-mail](https://faq.dstny.be/en/kb/current/set-and-listen-to-your-voicemail.md#Via-e-mail) * [Via the settings on the website](https://faq.dstny.be/en/kb/current/set-and-listen-to-your-voicemail.md#Via-the-settings-on-the-website) *** ** * ** *** ## Via the voicemail number on your phone Call 9999 from your fixed or mobile device. Do you want to dial in from an external device? Please contact the Dstny Support team to confirm your dedicated external dial-in number. First, you will hear all the new messages. Would you rather go immediately to the options menu? Press number 0. Do you want to set a voicemail message? Press 5 and follow the further instructions. Please see below which keys belong to which options. *** ** * ** *** ## Via the softphone When you receive a voicemail, you will immediately get notification in the main screen. Click on the icon for an overview of all your voicemail messages. * Then click on the icon next to the voicemail message you want to listen to. * Listen to a message by clicking on the icon to initiate a call to [9999](#). *** ** * ** *** ## Via the Dstny-app * Open the Destiny app on your smartphone * Go to the menu (swipe from left to right) * Tap 'Voicemail'. You will get an overview of all your voicemail messages. * Tap the icon next to the voicemail message you want to listen to. *** ** * ** *** ## Via e-mail When you receive a voicemail, it will immediately also be sent to you by e-mail. Download the attachment and listen to the message with any device that plays wav files. *** ** * ** *** ## Via the settings on the website * Go to [https://bcs.destiny.be](https://bcs.destiny.be/?__hstc=94561155.bbffc8b055b7119863db0f3291b90509.1681297606454.1681297606454.1681297606454.1&__hssc=94561155.2.1681297606454&__hsfp=2541229631). * Log in with your username and password. * You are now on the homepage. * Click on 'Inbox' in the menu at the top. You will get an overview of all your voicemail messages. * Click on the message you want to listen to. *** ** * ** *** --- version: "Working version" language: "en" --- # Setting your phone number Choose which number your contacts see when you call. Below you'll find how to set this up. ## On your mobile device ### 1. Change your role setting * Do you want to switch easily between your fixed and your mobile phone number on your mobile device? Use role setting via the Destiny app. * Open the Destiny app on your smartphone * Go to the menu (swipe from left to right) * Tap 'Me' * Open configuration options * Tap 'Role' and select 'Business' or 'Private'. * Select 'Private' if you want your contacts to see your private mobile number when you call them. * Select 'Business' if you want your contacts to see your personal fixed number or your business's main number when you call them. * Open configuration options ### 2. Change your number recognition setting Depending on the settings in your organisation, you can show your contacts a general phone number. To do this, you change your number recognition setting. * Open the Destiny app on your smartphone * Go to the menu (swipe from left to right) * Tap 'Me' * Tap 'Caller idea' at the top * Select the desired phone number from the overview NB: to show a general phone number (company number, group number etc.) when calling with your mobile device, you have to set your role to 'Business'. *** ** * ** *** ## On your Dstny Softphone ### 1. Change your role setting * Open your softphone on your computer * Navigate in the main screen to 'Services' * Click on 'Role' and select 'Business' (your contact sees your fixed phone number when you call with the mobile device) or 'Private' (your contact sees your mobile number). ### 2. Change your number recognition setting Do you want your contacts to see your mobile number when you call, or do you prefer the fixed number? You can change that here. The setting is independent of the role you've set (Business or Private). * Click on 'Caller ID' in the main screen of the softphone and change the setting. * Open configuration options Depending on the settings in your organisation, you can also show the general company number (Switchboard) or a group number. This setting only works if you are calling via the softphone or a fixed device. To change the phone number shown on your mobile device, follow the steps above. --- version: "Working version" language: "en" --- # Slow internet ## **Slow internet** Having a slow internet connection? Don't worry, we're here to help. First, try the steps below before contacting our support team. In many cases, this already solves the issue. Still not working? Be sure to copy-paste the checklist at the bottom of this page into your support request, so we can help you faster. ## **Possible causes:** * Too many users on the network * A weak Wi-Fi signal * Outdated or damaged cables * A problem with the device or the connection *** ** * ** *** ## Please follow the steps below first. Run a speed test using a wired connection. * Go to [www.speedtest.net](http://www.speedtest.net/) or [www.fast.com](http://www.fast.com/). * Take a screenshot of the results, including download speed, upload speed, ping values, and your public IP, as shown in the example below: ![Screenshot 2025-09-09 at 12.50.17.png](https://faq.dstny.be/__attachments/a_0e74cfbe4115bb79bf07ef8005bb7132d51ba64928c76ea2ff1f54ae086ce1b9/Screenshot%202025-09-09%20at%2012.50.17.png?cb=9c5de70dc9acdf3943bb6ac88dfb9b41) * Compare with your contracted speed. Are the results clearly lower than expected? * Test with another computer and network cable. This helps you rule out whether the issue is with the cable or the device. * Compare Wi-Fi and cable speeds. Important: always test with a device directly connected to the Dstny router via cable. * Is the cable speed fine but Wi-Fi slow? Then the issue is likely with your wireless coverage. * Pause data-heavy applications. Temporarily stop large downloads, cloud backups, or streaming. *** ** * ** *** ## **Problem not solved?** Copy the checklist below and include this information with your support request to [support@dstny.be](mailto:support@dstny.be). Open the checklist When did the problem start: \[Add date and time\] Speed test results (add a screenshot or details with extra information): Download speed: \[Mbps\] Upload speed: \[Mbps\] Ping: \[ms\] Time of the test: \[Fill in time\] Public IP address: Tested devices: Wired connection directly to Dstny router: \[Works / Doesn't work\] Wi-Fi: \[Works / Doesn't work\] On how many devices does the problem occur? \[ \] All devices \[ \] Only some devices Wi-Fi only or also cable? \[ \] Only Wi-Fi is slow \[ \] Both Wi-Fi and cable are slow Do you use extra network equipment? (e.g. switches, mesh systems, access points, extra routers) \[Yes / No\] → \[Describe if yes\] Brand and model of modem/router: \[e.g. Cisco 1100, Huawei AR161 ...\] Have you already restarted the modem/router? \[Yes / No\] --- version: "Working version" language: "en" --- # SmartMobile or Unified Communications **Work smarter and stay reachable everywhere with SmartMobile.** Whether you're calling via your laptop, smartphone, or a desk phone: here you'll find everything you need to get started quickly and make the most of your solution. ## Installation \& activation Would you like to get started right away? These guides will help you get up and running quickly. * [Installing a softphone](https://faq.dstny.be/en/kb/current/installing-a-softphone.md) * [Installing the mobile app](https://faq.dstny.be/en/kb/current/installing-the-mobile-app.md) * [Installing a headset](https://faq.dstny.be/en/kb/current/installing-a-headset.md) * [All the SmartMobile features](https://faq.dstny.be/en/kb/current/all-smartmobile-features.md) *** ** * ** *** ## Usage Get more out of SmartMobile with these practical features. * [What's what in the softphone?](https://faq.dstny.be/en/kb/current/whats-what-in-the-softphone.md) * [Setting your phone number](https://faq.dstny.be/en/kb/current/setting-your-phone-number.md) * [Availability and status](https://faq.dstny.be/en/kb/current/availability-and-status.md) * [Set and listen to your voicemail](https://faq.dstny.be/en/kb/current/set-and-listen-to-your-voicemail.md) * [Receiving a second call](https://faq.dstny.be/en/kb/current/receiving-a-second-call.md) * [Future Presence](https://faq.dstny.be/en/kb/current/future-presence.md) *** ** * ** *** ## Devices Learn more about the devices you can use with SmartMobile. * [Headsets: Jabra \& Poly (Plantronics)](https://faq.dstny.be/en/kb/current/headsets-jabra-poly-plantronics.md) * [Warranty](https://faq.dstny.be/en/kb/current/warranty.md) * [Compatibility](https://faq.dstny.be/en/kb/current/compatibility.md) *** ** * ** *** --- version: "Working version" language: "en" --- # The content and annexes of your Dstny contract Congratulations and thank you! You've decided to form a partnership with Dstny. But how do you make it official? You do that by signing the order form (see contract) and accompanying documents. ## On this page, you can read more about: * [The order form](https://faq.dstny.be/en/kb/current/the-content-and-annexes-of-your-dstny-contract.md#Order-form) * [The attachments to the order form](https://faq.dstny.be/en/kb/current/the-content-and-annexes-of-your-dstny-contract.md#Annexes-to-the-order-form) * [Fixed Number Porting Document (FNP)](https://faq.dstny.be/en/kb/current/the-content-and-annexes-of-your-dstny-contract.md#Fixed-Number-Porting-Document-(FNP)) * [Mobile Number Porting Document (MNP)](https://faq.dstny.be/en/kb/current/the-content-and-annexes-of-your-dstny-contract.md#Mobile-Number-Porting-Document-(MNP)) * [Inventory](https://faq.dstny.be/en/kb/current/the-content-and-annexes-of-your-dstny-contract.md#Inventory) * [Device catalogue](https://faq.dstny.be/en/kb/current/the-content-and-annexes-of-your-dstny-contract.md#Device-catalogue) * [Tariff plan](https://faq.dstny.be/en/kb/current/the-content-and-annexes-of-your-dstny-contract.md#Tariff-plan) * [Roaming zones](https://faq.dstny.be/en/kb/current/the-content-and-annexes-of-your-dstny-contract.md#Roaming-zones) *** ** * ** *** ## Order form The order form gives an overview of the following information: * Your account manager's contact details * Your account manager is your personal contact during our partnership. * Your organisation's billing details and financial contact * This person will be our contact for financial queries or administration. * Your contract information: desired start date, contract term and payment period * The technical contact within your organisation * This person will be our contact during the delivery and installation of your project * The fleet administrator or manager of mobile services within your organisation (if mobile services have been ordered) * This person will be our contact during the delivery and activation of the mobile services. * Signature of an authorised person from your organisation * A detailed overview of the services ordered per office, initialled on each page by an authorised person from your organisation * A general overview of the services ordered and associated prices with the signature of an authorised person from your organisation * Any special conditions with the signature of an authorised signatory from your organisation We are no fan of administration, absolutely not! But it is important to fill out these details as accurately as possible. They are uploaded to our CRM system, which means that we can always be in touch with the right person at the right time. This way, we guarantee smooth delivery of your Dstny services. Any questions about how to fill out your Dstny order form? Don't hesitate to contact your account manager. You can also consult us at any time via +32 2 401 97 00 or [sales@dstny.be](mailto:sales@destiny.be). We will deal with your question within 2 working days. *** ** * ** *** ## Annexes to the order form ### Fixed Number Porting Document (FNP) Have you opted for our Cloud Communication or our Fixed Telephony services? In that case, you have to fill out the FNP document, for legal reasons. This will enable us to port your current numbers from your current provider's network to the Dstny network. Don't worry: you'll keep your numbers and the migration will cause the minimum of disruption. We plan this migration together with you, so that it is timed to take place at the most suitable possible moment. What definitely has to be entered in the FNP document? * The same details as on the order form relating to the company, billing address, VAT number, installation address, as known to the current operator, and signature; * Your current operator and your customer number with this operator; * A list of the fixed telephone numbers to be migrated (+32 format); * Individual numbers can be listed one below the other * Series of numbers, e.g. +32 2 401 97 **00** - +32 2 401 97 **10** can be stated in this format * Desired migration date (this can always be revisited later); * Signature of an authorised person from your organisation. *** ** * ** *** ### Mobile Number Porting Document (MNP) Have you opted for our Cloud Communication or our Mobile Telephony services? In that case, you have to fill out the MNP document, for legal reasons. This will enable us to port your current numbers from your current provider's network to the Destiny network. Don't worry: you'll keep your numbers and the migration will cause the minimum of disruption. We plan this migration together with you, so that it is timed to take place at the most suitable possible moment. What definitely has to be entered in the MNP document? * The same details as on the order form relating to the company, billing address, VAT number, installation address and signature; * Your current operator and your customer number with this operator; * A list of the mobile telephone numbers to be migrated (+32 format); * Individual numbers can be listed one below the other * Series of numbers, e.g. +32 498 XX **00** - +32 498 XX **10** can be stated in this format. * Desired migration date (this can always be revisited later); * Signature of an authorised person from your organisation. *** ** * ** *** ### Inventory Have you opted for our Cloud Communication or Mobile Telephony services? In that case, you have to complete an inventory. This inventory will ensure that your mobile porting will be totally automatic and that we or the mobile manager (fleet administrator) in your company can complete migration or activation of the SIM cards in seconds. This inventory is filled out only once and ensures smooth migration. If you want to order extra SIM cards later, you can easily do it yourself via the MyDstny portal. The inventory consists of two tabs * Users In this tab, we ask for a list of the colleagues in your organisation who will use Dstny's mobile or SmartMobile (Plus) services. By this means, they will always be given the correct information and will be able to complete their activation themselves with a few clicks. The information we need for this automatic activation is as follows: * First name * Surname * Language * E-mail * Department * Cost centre (if your organisation wants to have a staff number per service per user stated on the Dstny invoice) * Profiles of users In this tab we ask for a list of the specifications of our mobile or SmartMobile (Plus) services per colleague. This way, migration will run completely automatically and you can make changes later in your [MyDstny portal](https://my.destiny.be/dashboard?__hstc=94561155.c9d71d2465299fb2abbe7f70c895ca82.1681309326375.1681309326375.1681309326375.1&__hssc=94561155.2.1681309326376&__hsfp=2541229631) with the greatest of ease. As soon as the user has been entered, the mandatory fields to be completed will be indicated in red. The grey shaded fields will no longer apply to those users with that specific profile. * User: your colleague's e-mail address (this can be selected from the user list). * Mobile subscription: this colleague's selected service and profile (e.g. Mobile Plus or SmartMobile On the Move). The right choice of profile for each individual colleague will be discussed in advance together with your Dstny account manager. * Options: the possible options per profile (e.g. extra data or international tariff plan). * Port mobile number: do you want to keep this colleague's current mobile number? (Yes or No). If not, a new mobile number will be ordered. * Current subscription: your colleague's current profile (with the previous operator). You have a choice here between monthly subscriptions (B2B or B2C) and prepaid cards. * Current client number: the current client number of the contract to which this mobile number belongs. * Current mobile number: if the present number is to be ported, you have to enter this number here. * Current simcard number: if the present number is to be ported, you have to enter the SIM card number linked to the mobile number here. You can always find the SIM card number: * On your previous provider's contract or joining form * On the SIM card itself (in your mobile device) The SIM card number consists of a series of 12 to 20 digits (depending on the operator) * Fix number: if your colleague has chose our fixed-mobile integration solutions (see SmartMobile, SmartMobile Plus or FMU) we will attach the mobile number to a fixed number, so that this colleague can always choose whether to make outgoing calls on his/her personal or work number. We therefore ask you to fill out here the fixed number that is to be linked. * Activation Flow: Here you can state how you would like to activate the SIM cards within your organisation. On the one hand, every end user in your company can receive a SIM card, irrespective of the SIM card number. He/she can launch the activation and automation will ensure that the user and his/her mobile number are recognised on the basis of his/her e-mail address. On the other, as a company you can opt to have the mobile manager take responsibility for activation and every SIM card to be linked to a pre-determined user. * New simcard number: If you select the second option in the activation flow, you can state the desired SIM card number for that user in this field. Are you having problems filling out the two tabs? Then please don't hesitate to let your account manager know or to contact us via +32 401 97 00 (commercial) or [sales@dstny.be](mailto:sales@destiny.be). We'll be pleased to help! *** ** * ** *** ### Device catalogue Have you opted for Dstny's Cloud Communication solution? In that case, you can decide to order your devices at the same time. Although ordering devices is optional, we do advise it. The devices in the Dstny catalogue are certified and are therefore fully compatible with our [cloud communication](https://faq.dstny.be/en/kb/current/cloud-communication.md) services. As a result, the quality and functionality of the device while you're using the telephony software are guaranteed. That way we can also help you with guarantees afterwards. Together with your account manager, you can look at what type of device suits your company and the colleagues in the company best. If you have very specific questions about this, your account manager will put you in contact with our Device Specialist, who will go through the product catalogue with you. You can also drop by our office at any time to view the devices and their functionalities "live" in our demo room. *** ** * ** *** ### Tariff plan The tariff plan is appended for information only and shows the tariffs for telephony (per minute), data (per MB) and SMS (per message). These tariffs apply from the moment you go beyond the conditions of your bundle or profile (e.g. the "On the Road" Smartmobile profile includes unlimited calls to fixed and mobile domestic numbers and 20 GB of data. If you exceed this or as soon as you make a call, send a communication or use data internationally, you can find the prices per minute, message or MB here). *** ** * ** *** ### Roaming zones Roaming occurs when you use calls, SMSs and/or mobile data abroad. For some years now, you have **not had to pay roaming charges** when using your mobile in the EU zone. This means you pay just the same as at home, in other words you are within your subscription. Are you outside the EU? And are you calling, surfing or texting from the country in question? In that case, you still pay the international tariffs for that, depending on the zone you are in. You can find the prices at any time via your account manager (or via [sales@dstny.be](mailto:sales@destiny.be)) or in the order form as mentioned above. --- version: "Working version" language: "en" --- # The term and extension of your Dstny contract Do you want to know how long your Dstny contract runs and what happens in case of renewal or termination? Here you'll find a clear overview of the key terms and conditions. ## Term of your contract Most orders at Dstny are entered into for a three-year term. With our [SME](https://www.dstny.be/en/sme)solution, this is standard. With services for [Enterprise](https://www.dstny.be/en/enterprise), this may possibly change. In this case, the contract term is drawn up in consultation with the customer. The term comes into force as soon as your services are activated and/or installed. If multiple offices are involved, the term will start as soon as delivery has been made to all offices. Have you ordered mobile telephony from us? If so, your term starts as soon as the first SIM card is activated. ## Extension of your contract 3 months before the end of the term of your Destiny service provision, your contract will be extended tacitly and automatically for a term equivalent to one year. Normally, you will be contacted by your account manager some months before this date to discuss your current service provision and the extension. ## Cancellation of your contract Have you sadly decided to leave us? You can do that by sending a registered letter or an e-mail to [finance@dstny.be](mailto:finance@destiny.be) three months before the end of your term. You can find more information about our cancellation procedure [here](https://faq.dstny.be/en/kb/current/cancellation.md). --- version: "Working version" language: "en" --- # Third party services Discover what third-party services are, how they appear on your invoice, and what costs are associated with them. ## What is the meaning of "third party services" and how much do they cost? Third party services are telephony services offered by external parties. They are stated separately on your Destiny bill. They may be services via: * SMS * MMS * Special numbers The price of these services is determined by the providers themselves, in other words not by Destiny. They are the same for every operator and are also billed directly to the customer. **Possible examples of third party services are:** * Phone-in games or voting via SMS * SMS tickets (trains, parking etc.) * Downloads of certain ringtones * Etc. You can identify third party services by the number format, that is, 070 or 090X numbers. *** ** * ** *** ## Keeping third party services under control Dstny passes the amount on to the provider. If you have a specific question about a specific third party service, you can contact the provider at any time. --- version: "Working version" language: "en" --- # Tracking invoices and usage Your invoice is sent by email, but you can also download your mobile invoice from the portal at any time. You can also check and track the details of usage per user. ## On this page, you will find: * [How to obtain an overview of your invoices](https://faq.dstny.be/en/kb/current/tracking-invoices-and-usage.md#Overview-of-invoices) * [How to download an invoice and your company's usage (CDRs)](https://faq.dstny.be/en/kb/current/tracking-invoices-and-usage.md#Download-invoice-and-usage-overview) * [How to check and adjust the usage per user](https://faq.dstny.be/en/kb/current/tracking-invoices-and-usage.md#Check-and-adjust-usage) *** ** * ** *** ## Overview of invoices * Open the portal using [https://my.dstny.be](https://my.destiny.be/?__hstc=94561155.c9d71d2465299fb2abbe7f70c895ca82.1681307448360.1681307448360.1681307448360.1&__hssc=94561155.1.1681307448361&__hsfp=2541229631). You'll find more information about logging in[here](https://faq.dstny.be/en/kb/current/access-to-the-portal.md). * Via the left-hand menu, go to * Administration * My Invoices * Here you will find an overview of your Dstny invoices and their payment status. *** ** * ** *** ## Download invoice and usage overview * Open the portal using [https://my.dstny.be](https://my.destiny.be/?__hstc=94561155.c9d71d2465299fb2abbe7f70c895ca82.1681307448360.1681307448360.1681307448360.1&__hssc=94561155.1.1681307448361&__hsfp=2541229631). You'll find more information about logging in [here](https://faq.dstny.be/en/kb/current/access-to-the-portal.md). * Via the left-hand menu, go to * Administration * My Invoices * Using the two icons after every invoice, you can: * Download an invoice in PDF (overview) * Download an invoice in Excel (CDRs). These are the details of your billing per user and therefore of usage. *** ** * ** *** ## Check and adjust usage * Open the portal using [https://my.dstny.be](https://my.destiny.be/?__hstc=94561155.c9d71d2465299fb2abbe7f70c895ca82.1681307448360.1681307448360.1681307448360.1&__hssc=94561155.1.1681307448361&__hsfp=2541229631). You'll find more information about logging in [here](https://faq.dstny.be/en/kb/current/access-to-the-portal.md). * Via the left-hand menu, go to * Self-service * UC \& Mobile * Service overview --- version: "Working version" language: "en" --- # Unveiling Roam Like at Home (RLAH) and International Calling. What you always wanted to know but were afraid to ask In today's interconnected world, where digital communication plays a crucial role, maintaining connectivity while traveling abroad has become an essential requirement. The introduction of "Roam Like at Home" (RLAH) has transformed how people utilize their mobile devices while abroad, providing a smooth and economical method to remain connected. RLAH is a policy initiated by the European Union (EU), allowing travelers to utilize their mobile phones and other devices while roaming within other EU countries at local rates. Allow us to introduce Sylvie, a dynamic individual fueled by a passion for innovation and a remarkable talent for striking lucrative deals. Sylvie finds herself frequently traversing through diverse European nations, forging connections with potential clients and partners. However, her international travels in the past were accompanied by the worrisome weight of mobile roaming charges. Each call, email, or data usage incurred additional costs, inducing a moment of hesitation before reaching out to contacts during her time abroad. In the era before RLAH, the excitement of exploring a new country was tempered by the concern of returning home to an unexpectedly high phone bill due to international roaming charges. A simple call to family or a quick navigation check could potentially lead to financial stress. In June 2017, the EU took an important step for all European citizens going abroad for work or on holiday by introducing the "Roam Like at Home" initiative as part of its broader strategy to create a Digital Single Market. The objective was to eliminate roaming charges for consumers within the EU and streamline cross-border communication. Since the launch of Roam Like at Home (RLAH), Sylvie's journey has undergone a complete metamorphosis. As she lands in a foreign European country, her phone seamlessly connects to a local network. A welcoming text from Dstny greets her, reassuring that she can use her device's capabilities just as if she were comfortably at home. Whether it's a call to her loved ones, messages to new acquaintances, or confidently using data to navigate her surroundings, Sylvie is now liberated from the haunting shadow of excessive charges. It's important to note that RLAH is only applicable within the European Union (EU) and a few associated countries. These included countries can be found on our tariff plans. Differentiating between Roam Like at Home (RLAH) and international calling is crucial. Here's how they differ: ## Roam Like at Home (RLAH): RLAH is a policy introduced by the EU, enabling mobile users to employ their devices in specific countries at the same rates they would pay at home. When in a country that supports RLAH, you can make calls, send texts, and use data just like you would in your home country, without incurring extra roaming charges. ### International Calling: International calling refers to making calls from your home country to a different one. International calls come with additional charges, which can vary significantly depending on the country you're calling. To put it simply, RLAH allows you to use your mobile device in certain designated countries without worrying about extra charges, whereas international calling involves making calls from your home country to other countries, which come with additional fees that differ from your regular calling rates. In our Europe and World bundles Dstny includes RLAH and Calling international. **In the Europe bundle:** * RLAH in all European countries / EU+ countries\* * Calling international to all European countries / EU+ countries\* **In the world bundle:** * RLAH in all European countries / EU+ countries\* * Calling international to all European countries / EU+ countries\* * 2000 min in and to North America and Best Destinations\* * 2000 sms in and to North America and Best Destinations\* * 2 GB in and to North America and Best Destinations\* In all other bundles (with exception of the Mini and Dect replacement bundle) we only include RLAH. Al thought, Calling international to a selected range of countries can be added for a small fee. In a world where borders no longer limit communication, "Roam Like at Home" (RLAH) emerges as a beacon of connectivity. With the European Union's (EU) visionary initiative, RLAH lets us use our devices seamlessly across EU countries, erasing the worry of extra costs. Contrasting this, international calling still remains relevant, with its unique scope for reaching beyond borders. RLAH ensures you're at home wherever you roam, while international calling opens doors to conversations that transcend geographical boundaries. In the end, whether through RLAH or international calling, the world becomes our network, connecting us effortlessly and affordably. (\* see our Mobile-Only and SmartMobile tariffplans on [MyDstny](https://my.dstny.be/)) *** ** * ** *** ## **Glossary** * **Roam Like at Home (RLAH)**: A policy that allows mobile users to use their devices within specific countries at the same rates they would pay in their home country. * **International Calling:**The act of making calls from your home country to a different country. * **Mobile Roaming Charges:**Charges incurred when using your mobile phone or device outside your home country. These charges historically applied when making calls, sending texts, or using data while abroad. * **Tariff Plans:**Pricing structures offered by mobile service providers, outlining the rates and services available to customers based on their chosen plan. * **Europe and World Bundles:** Subscription packages offered by Dstny, that include various services such as RLAH and international calling to specific regions. * **North America and Best Destinations:**Refers to a specific set of countries or regions in Dstny's subscription plans. * **Mini and Dect Replacement Bundle:**Specific bundles offered by Dstny that differ from other bundles in terms of services and pricing. --- version: "Working version" language: "en" --- # VoLTE: Revolutionizing Communication on your mobile phone In the fast evolving world of telecommunications, innovations continue to reshape how we connect with one another. A groundbreaking advancement that we introduced with Dstny in September 2023 is VoLTE, an evolution that promises to revolutionize conventional voice communication. VoLTE introduces a fresh perspective to voice calls by utilizing high-speed data networks to deliver remarkable call quality, advanced features, and seamless integration with data services. ## You'll find out on this page: * [What is VoLTE?](https://faq.dstny.be/en/kb/current/volte-revolutionizing-communication-on-your-mobile-phone.md#Understanding-VoLTE) * [Benefits of VoLTE](https://faq.dstny.be/en/kb/current/volte-revolutionizing-communication-on-your-mobile-phone.md#Benefits-of-VoLTE) * [How VoLTE works in a nutshell](https://faq.dstny.be/en/kb/current/volte-revolutionizing-communication-on-your-mobile-phone.md#How-VoLTE-works-in-more-detail:) * [Glossary](https://faq.dstny.be/en/kb/current/volte-revolutionizing-communication-on-your-mobile-phone.md#Glossary-of-used-terminology:) *** ** * ** *** ## Understanding VoLTE VoLTE, short for Voice over Long-Term Evolution, refers to a technology that enables voice calls to traverse the 4G LTE data network, contrasting with the traditional circuit-switched networks utilized for regular voice calls. Unlike its predecessors, such as 2G and 3G networks, which relied on separate pathways for voice and data, VoLTE converges voice calls through the same robust data network, designed for high-speed data communication and that powers internet services on smartphones. This synergy of voice and data brings many advantages that redefine our communication experiences and behavior. *** ** * ** *** ## Benefits of VoLTE * **Crystal Clear HD Voice Quality** Among the most prominent benefits of VoLTE is the astonishing enhancement in call quality. VoLTE boosts High Definition (HD) Voice, resulting lifelike conversations. Advanced audio codecs and background noise reduction mechanisms ensure that both participants engage in a distraction-free and immersive call. * **Swift Call Setup** Traditional circuit-switched calls often encounter noticeable delays during setup. VoLTE substantially reduces this lag, facilitating quicker call initiation and connection establishment. * **Seamless Multitasking** VoLTE empowers users to engage in voice calls while concurrently utilizing data services like browsing the web, streaming videos, or sending messages. This seamless multitasking benefits the user experience and productivity, eliminating the need to pause ongoing activities during a call. You'll be able to call and use your Waze at the same time. * **Extended Battery Life/strong\>** VoLTE can contribute to prolonged battery life compared to conventional voice calls. By operating network resources more efficiently, VoLTE reduces the drainage of device batteries, leading to extended periods of connectivity. * **Future-Proof Technology** As global network operators shift towards 4G and 5G networks, VoLTE becomes a fundamental element of modern communication infrastructure. Adoption of VoLTE ensures compatibility with upcoming network upgrades and technological advancements. * **Enhanced Network Efficiency** VoLTE optimizes network resources, enabling more effective utilization of available bandwidth. This results in reduced network congestion, enhanced call quality, and an improved overall data connectivity experience for all users on the network. VoLTE works by utilizing packet-switching technology, as opposed to the traditional circuit-switching technology used in older 2G and 3G networks for voice calls. *** ** * ** *** ## How VoLTE works in more detail: * **Packet-Switching Architecture** In traditional circuit-switching networks, a dedicated path or circuit is established between the caller and the recipient for the duration of the call. This is an efficient approach for voice calls but can lead to underutilization of network resources when only voice is being transmitted. On the other hand, packet-switching, commonly used in data networks, breaks down data into smaller packets and sends them separately. VoLTE leverages this packet-switching approach for voice calls, making more efficient use of network resources. * **VoIP technology** VoLTE employs Voice over Internet Protocol (VoIP) technology to convert the caller's voice into data packets. These packets are then transmitted over the 4G LTE network alongside data packets used for internet browsing, streaming, and other online activities. This convergence of voice and data traffic allows operators to allocate network resources more flexibly and efficiently, optimizing the utilization of the available bandwidth. * **IMS Integration** VoLTE relies on the integration with IMS (IP Multimedia Subsystem), a framework that enables the delivery of multimedia services, including voice and video, over IP networks. IMS manages the complexities of VoLTE, such as session setup, call control, and handling various types of media streams. * **Quality of Service (QoS)** VoLTE networks prioritize voice traffic by assigning a higher Quality of Service (QoS) level to voice packets compared to other data packets. This ensures that voice packets experience minimal delay and are given priority over other network traffic, maintaining call quality and reducing latency. * **End-to-End Encryption** Security is a fundamental aspect of VoLTE. The voice data, like other data sent over the internet, is encrypted to ensure privacy and prevent unauthorized access. *** ** * ** *** ## Conclusion VoLTE stands as a prime illustration of how technology continually reshapes and enriches our communication landscape. By using the potential of high-speed data networks, VoLTE redefines voice communication with unprecedented benefits such as exceptional call quality, rapid setup times, multitasking prowess and more. As smartphones have become the center of our communication -in the broad sense of the word- in our personal and professional lives, the integration of VoLTE not only improves call experiences but also sets a course towards a future where voice and data harmoniously coexist on a single network. With its capacity to deliver substantial value to users but also to network operators, VoLTE plays an not to underestimated role in modernizing and future-proofing voice communication. *** ** * ** *** ## Glossary of used terminology: **VoLTE (Voice over Long-Term Evolution):** Technology that makes calls better by using fast data networks, unlike old phone networks. **4G LTE (Fourth Generation Long-Term Evolution):** Fast data network technology for phones. **Circuit-Switched Networks:** Old-style phone networks with dedicated paths for calls. **Packet-Switching Technology:** Breaking data into bits for better network use. **Packet-Switching Architecture:** Breaking data into bits for networks. **VoIP (Voice over Internet Protocol):** Technology changing voice to data for networks. **IMS (IP Multimedia Subsystem):** System for voice and video on networks. **Network Congestion:** Too much network traffic slowing things down. --- version: "Working version" language: "en" --- # VoWIFI: solving connectivity challenges with your mobile phone With the current insulation norms but also in industrialized environments indoor coverage is a pain point for users of mobile phones. As mobile networks and WiFi capabilities continue to advance, VoWifFi presents a compelling solution that offers enhanced connectivity and improved voice communication quality. We introduced VoWiFi in September 2023 together with the introduction of VoLTE. Regarding VoLTE see also "[VoLTE: Revolutionizing Communication on your mobile phone](https://faq.dstny.be/en/kb/current/volte-revolutionizing-communication-on-your-mobile-phone.md)". ## You'll find out on this page: * [What is VoWiFi?](https://faq.dstny.be/en/kb/current/vowifi-solving-connectivity-challenges-with-your-mobile-phone.md#Understanding-VoWiFi) * [Benefits of VoWiFi](https://faq.dstny.be/en/kb/current/vowifi-solving-connectivity-challenges-with-your-mobile-phone.md#Benefits-of-VoWiFihttps://destinygroup.atlassian.net/wiki/spaces/BEKB/pages/3044114571/VoWIFI+solving+connectivity+challenges+with+your+mobile+phone) * [How VoWiFi works in a nutshell](https://faq.dstny.be/en/kb/current/vowifi-solving-connectivity-challenges-with-your-mobile-phone.md#This-is-a-simplified-breakdown-of-how-VoWIFI-works:) * [A closer look at the security aspects of VoWiFi](https://faq.dstny.be/en/kb/current/vowifi-solving-connectivity-challenges-with-your-mobile-phone.md#Here's-a-closer-look-at-the-security-aspects-of-VoWiFi:) * [Glossary](https://faq.dstny.be/en/kb/current/vowifi-solving-connectivity-challenges-with-your-mobile-phone.md#Glossary-of-used-terminology:) *** ** * ** *** ## Understanding VoWiFi Voice over WiFi, often referred to as VoWiFi or WiFi Calling, is a technology that enables users to make and receive voice calls using a WiFi network rather than traditional cellular networks. This means that as long as a device is connected to a stable WiFi network, it can transmit voice data packets over the internet to establish a call. VoWiFi technology, is an extension of Voice over IP (VoIP) technology and works by converting analog voice signals into digital packets, which are then transmitted over the internet to the recipient's device. This technology is particularly advantageous in areas with poor cellular coverage but strong WiFi signals, as it provides a reliable alternative for making calls. *** ** * ** *** ## Benefits of VoWiFi * **Enhanced Call Quality** VoWiFi is known for providing superior call quality compared to traditional cellular networks, especially in areas with weak cellular signals. By utilizing the high bandwidth of WiFi networks, voice calls are less dropped, interfered, and distorted, resulting in clear and crisp conversations. * **Extended Coverage** VoWiFi allows users to make and receive calls in places with limited or no cellular coverage, such as basements, underground spaces, and remote locations. As long as there is a stable WiFi connection, users can stay connected regardless of their physical location. * **Seamless Handover** One of the remarkable features of VoWiFi is its ability to seamlessly hand over calls between WiFi and cellular networks without interruption. For instance, if a call is initiated over WiFi and the user moves out of WiFi range, the call can smoothly transition to the cellular network without dropping, however it should be taken into account that it is the device that is in charge, meaning if you move out of WiFi coverage it can be that the device keeps connected on WiFi too long and that you experience a short hiccup in your call, the call wont be dropped but it can happen that for a few seconds you won't hear anything. * **Cost Savings** VoWiFi leads to cost savings for the network providers. By offloading voice traffic to WiFi networks, mobile operators can reduce the load on their cellular networks, potentially resulting in lower operational costs. * **Battery Efficiency** VoWiFi can help conserve battery life. When in an area with strong WiFi signals, the device uses less power to transmit data compared to when it's struggling to maintain a cellular connection in a weak signal area. * **Integrated Experience** VoWiFi seamlessly integrates with existing contact lists, call logs, and other native phone functions. Users do not need to install separate applications or create new accounts to use this service. Voice over WiFi (VoWiFi) works on the internet connectivity provided by WiFi networks to transmit voice data packets, allowing users to make and receive voice calls using their devices. This technology involves a series of steps that convert analog voice signals into digital data and then transmit them over the WiFi network. *** ** * ** *** ## This is a simplified breakdown of how VoWIFI works: 1. **Voice Signal Conversion:** When a user initiates a call on their device, their voice is captured as an analog signal through the microphone. This analog signal needs to be converted into digital data that can be transmitted over the internet. 2. **Digitization:** The analog voice signal is converted into digital format through a process called analog-to-digital conversion. This involves sampling the analog signal at regular intervals and assigning digital values to those samples. The resulting digital data represents the voice signal in a form that can be easily transmitted as packets of data. 3. **Packetization:** The digitized voice data is divided into small packets. Each packet contains a portion of the voice data along with additional information like source and destination addresses. These packets are then ready for transmission. 4. **Internet Transmission:** The packets of voice data are sent over the WiFi network as IP (Internet Protocol) packets. The device uses the existing WiFi connection to establish a link to the internet, and the packets are routed through the WiFi router to reach their destination. 5. **Reception and Reassembly:** On the receiving end, the digital voice packets are received by the recipient's device. The device reassembles the packets in the correct order based on the information included in each packet. This process is called packet reassembly. 6. **Digital-to-Analog Conversion:** Once the packets are reassembled, the recipient's device converts the digital data back into an analog signal through a process called digital-to-analog conversion. This analog signal is then played through the device's speaker, allowing the recipient to hear the voice of the caller. VoWiFi is generally considered to be secure, especially when implemented and managed by reputable service providers. However, like any technology that involves transmitting data over networks, there are certain security considerations to be aware of. *** ** * ** *** ## Here's a closer look at the security aspects of VoWiFi: ### **Encryption:** VoWiFi implementations use encryption to protect the voice data packets as they are transmitted over the WiFi network. Encryption ensures that the data is encoded in such a way that only authorized parties with the appropriate decryption keys can access and understand the information. This prevents unauthorized eavesdropping and interception of voice calls. ### **Secure Protocols:** VoWiFi calls typically use secure communication protocols, such as Transport Layer Security (TLS) or Secure Real-time Transport Protocol (SRTP), to establish encrypted connections between devices and the service provider's servers. These protocols ensure that data is transmitted securely and cannot be easily intercepted or tampered with. ### **Netwerk Security:** The security of VoWiFi calls also relies on the overall security of the WiFi network being used. If the WiFi network is not properly secured with strong encryption (such as WPA2 or WPA3) and a strong password, there is a potential risk of unauthorized access to the network and the data transmitted over it. ### **Device Security:** The security of the user's device itself is also crucial. If the device has malware or security vulnerabilities, it could potentially compromise the security of VoWiFi calls. Keeping devices updated with the latest security patches and using strong security practices (such as using strong passwords and avoiding public WiFi networks for sensitive activities) can help mitigate these risks. ### **Potential Risks:** While VoWiFi is generally secure, there are potential risks to be aware of. If the WiFi network is unsecured or compromised, there is a risk of unauthorized access. Additionally, like any technology, there is always a possibility of vulnerabilities being discovered and exploited. However, reputable service providers and device manufacturers actively work to identify and address such vulnerabilities through regular updates and patches. *** ** * ** *** ## Conclusion VoWiFi has emerged as a key enabler in solving connectivity challenges with mobile phones. Its ability to enhance call quality, extend coverage, and seamlessly integrate with existing services positions it as a solution that is not only practical but also essential in today's interconnected world. As we look ahead, the continued refinement of VoWiFi technology promises to further enrich our communication experiences, providing reliable and efficient connectivity wherever we go and wherever we go. *** ** * ** *** ## Glossary of used terminology: **VoWIFI (Voice over WiFi):** A technology that lets you make calls using WiFi instead of cell networks **VoLTE (Voice over LTE):** Making high-quality voice calls on 4G networks. **Connectivity Challenges:** Issues with staying connected on phones. **Indoor Coverage:** Signal strength inside buildings. **Analog Voice Signals:** Original voice converted to electrical signals. **Digital Data Packets:** Small data pieces for sending voice. **Bandwidth:** Data capacity of a connection. **Seamless Handover:** Switching networks without call drops. **Internet Protocol (IP) Packets:** Data chunks sent over the net. **Encryption:** Making data unreadable for security. **Transport Layer Security (TLS):** Secure communication protocol. **Secure Real-time Transport Protocol (SRTP):** Securing real-time data. **WPA2/WPA3:** WiFi security protocols. **Malware:** Harmful software. **Vulnerabilities:** Weaknesses in systems. **Security Patches:** Updates for fixing security issues. --- version: "Working version" language: "en" --- # VPN is not working **VPN not working (Client or IPsec)** Is your VPN not working? Don't worry, we're here to help. Please try the steps below before contacting the support team. In many cases, this already solves the issue. Still not working? Be sure to send us the questionnaire you can find at the bottom of this page together with your support request, so we can assist you faster. ## **Possible causes:** * Incorrect login details * Changes in the VPN settings * The office IP address has changed * The router or a firewall is blocking the connection *** ** * ** *** ## **First, follow the steps below.** * Check if your device is connected to the internet. * Write down the exact error message or error code. * Restart your modem/router and VPN software. * Check your current public IP address via [https://www.whatismyip.com](https://www.whatismyip.com/). * Test the connection using a mobile hotspot (4G or other). If it works with the hotspot, the issue may be with your office connection or firewall. *** ** * ** *** ## **Problem not solved?** Copy the questionnaire below and send your answers along with your support request to [support@dstny.be](mailto:support@dstny.be) Open the checklist Does your Internet connection work? \[Yes / No\] On how many devices does the problem occur? \[ \] All devices \[ \] Only one or a few devices What type of VPN are you using: \[ \] IPsec \[ \] SSL \[ \] L2TP \[ \] I don't know What is the exact error message or error code? \[Add a message or a screenshot\] Your current public IP address (to be checked via [http://whatismyip.com](http://whatismyip.com/) ): \[Enter the IP address\] Have you tested via a mobile hotspot (4G or other)? \[Yes / No\] → \[If yes, did it work?\] Have you already restarted your modem/router and the VPN software? \[Yes / No\] When did the VPN last work? \[Enter date/time\] [Next Page](https://faq.dstny.be/llms-full.txt/1)