Frequently asked questions about Flex

Simply order your Flex pack and we'll convert your current products automatically. Depending on the composition of your current pack, you will be able to order directly via the web or we will contact you via our customer services.

You will be able to transfer your mobile phone numbers. Choose your Flex pack and we will call you back to finalize everything.

If you benefit from a joint offer (mobile subscription + smartphone), you keep your promotion (the conditions and number of products remain the same). Some promotions (but not all) are compatible with Flex. Don't hesitate to call us on 0800 55 800 or visit one of our Proximus Centers or stores to find out if you can keep your promotion.

It's possible! All options are compatible with the old and new packs. Each extra option will be offered at catalog price based on your type of pack.

Switching over is very simple; you can even keep your mobile number(s). Order your Flex pack and we'll check immediately whether a technician will need to drop by your home; the installation is completely free of charge. Don't forget to write a letter of termination for your current products.

Why switch to Proximus?

No, it's completely free of charge! The installation and activation are included; this is a saving of €59!

When you order, we look at your technical situation and recommend the most suitable installation: self-installation or installation by a technician.

If everything is already in place and you only need to connect, you can do this yourself. You don't need to make an appointment and you are connected within 3 days.

When you choose a technician or when they are needed, you can choose the installation date yourself during the product configuration. The installation date depends on your selected products, the products you already have and the availability of our technicians. Expect and average waiting time of about 14 calendar days.

More info on the installation of Internet and TV

Fiber is the technology of the future, transmitting data over long distances at the speed of light. But to take full advantage of its potential, the fiber cable has to be laid right to the heart of your home. That's why it's called Fiber to the Home (FTTH).

Proximus is the first Belgian operator to install end-to-end fiber to the home for its customers.

Most other operators, such as VOO, Orange or Telenet, claim to offer fiber, but use a coaxial cable for the last leg from the street to the home. However, these two types of connection are absolutely not equivalent. Only Fiber to the Home guarantees the best performance in terms of download and upload speeds, stability and latency. And on top of that, your home is ready for the future!

While Proximus is gradually rolling out fiber to existing homes in Belgium, new housing estates and apartment blocks are usually immediately connected to our fiber network, in consultation with the construction industry.

The answer is no.

Currently, the standard for "ultra-fast" or "Gigabit" Internet service is up to 1 Gigabit per second (or Gbps) download, and up to 50 Megabits per second (or Mbps) upload.

Most operators, such as VOO, Orange or Telenet, claim to offer fiber, but use a coaxial cable for the last section, from the street to the home. This is not a Fiber to the home connection.

Proximus, for its part, installs fiber right into its customers' homes. The fact that the fiber cable is connected directly to your home means that you have your own cable, not shared with your neighbours. So you're totally independent of any external interference factors. And that makes all the difference, because you get an ultra-stable connection and the fastest Internet in the country, with download speeds of up to 8.5 Gbps and upload speeds of up to 1 Gbps. And that's just the beginning! By opting for this cutting-edge technology, you're ready for the future.

But what does this mean in practice? Imagine you want to download the Lord of the Rings Trilogy (30 GB): while a 1 Gbps connection allows you to download it in 4 minutes, an 8.5 Gbps connection allows you to do so in just 24 seconds. Can you tell the difference?

Find out more about Fiber to the home.

With Proximus fiber, you surf the fastest Internet in Belgium and choose the Internet experience that suits your needs:

• Mega Fiber, ideal for homeworkers and streamers with download speeds of up to 500 Mbps and upload speeds of up to 500 Mbps: high-speed Internet to meet the needs of multiple users with equal download and upload speeds.
• Giga Fiber, ideal for families with download speeds of up to 2.5 Gbps and upload speeds of up to 500 Mbps: giga-fast Internet to meet the needs of multiple simultaneous users, up to 2 Wi-Fi Boosters for a better connection in every room of your home and a landline with unlimited calls in Belgium 24/7 (except with Flex Fiber Internet + Mobile).
• Ultra Fiber, ideal for large families and gamers with download speeds of up to 8.5 Gbps and upload speeds of up to 1 Gbps: the fastest Internet available in Belgium both in download and in upload to meet the needs of the most demanding Internet users, up to 2 Wi-Fi Boosters for a better connection in all rooms of your home and a landline with unlimited calls in Belgium 24/7 (except with Flex Fiber Internet + Mobile).

Please note that in certain specific cases, your building's wiring may only allow you to benefit from maximum speeds of 1 Gbps/500 Mbps. For further information, please contact your building manager or landlord.

If you're wondering who needs these speeds, you might be surprised! Today, 1 Gbps has become the norm but we are asking more and more from our Internet connection. The needs are constantly increasing and with the technological evolutions (4K, 8K, virtual reality, …) and the numerous connected objects that are developing at a lightning speed, fiber technology is the solution. It allows you to meet the current needs but also to prepare for the next 70 years. It not only allows you to be more efficient but also to save time.

No, the fact that fiber has been installed in your street does not mean that you automatically benefit from it. To take advantage of all its benefits, your home must be connected to the fiber network which means that an appointment must be made with a technician to install fiber in your home.

If you are already a Proximus fiber customer and you want to benefit from 10 Gbps technology, your current hardware must be replaced. An installation appointment will need to be scheduled with a technician to set up your Internet Box+ and your new ONT box, which is used to connect your box to the fiber network. Any Wi-Fi Boosters you might have will also have to be replaced by Wi-Fi Boosters+.

Learn more about the installation.

You can check with your operator whether you have a Fiber to the Home connection.

Your download and upload speeds, however, already say a lot about the type of connection you have. With Fiber to the Home, you can reach speeds of up to 8.5 Gbps download and 1 Gbps upload, while with a coaxial connection, these are limited to 1 Gbps download and 50 Mbps upload.

If you are already a Proximus customer with a fiber connection, the name of your subscription should be Flex Fiber. If you have a traditional non-fiber connection, your subscription name will be Flex.

Fiber to the Home is currently being rolled out in Belgium. So it's not yet available everywhere. Proximus is the first Belgian operator to roll out FTTH, in partnership with Fiberklaar in Flanders, Unifiber in Wallonia and GoFiber in the German-speaking part of the country.

Thousands of homes are already connected and/or can be connected. You can easily check whether it's available for you by using our address test. If it is, you'll be invited to choose your Flex Fiber pack and ask for it to be installed in your home. If it isn't, sign up to be notified when it's available.

Discover our interactive map to find out where fiber is available and where it's coming soon.

As a tenant, all you have to do is submit your request to Proximus. The landlord cannot oppose the choice of operator, nor the installation of fiber at the request of the tenant. We nevertheless advise you to inform the landlord.

In a building in co-ownership, all owners will normally have already been notified of the arrival of fiber in the building through the general assembly or by the syndic/building manager.

All about installation.

You already have a mobile phone number with Proximus

You will be able to transfer your mobile phone numbers. Place your Flex order and we will call you back to finalize everything.

You already have a mobile phone number with another operator

You will be able to transfer your mobile phone numbers , follow these steps:

1. Compose your Flex, add a mobile subscription for every mobile phone number you want to keep (e.g.: if you currently have 2 mobile phone numbers you’ll need to add 2 mobile subscriptions to your Flex).
2. Once you have ordered your Flex pack you can start the product configuration. Choose your current operator from the list and the mobile phone number you would like to transfer.
3. If you have a prepaid subscription with another operator you will have to provide the SIM card number. If you have a mobile subscription with another operator you will only need to provide your customer account number.

Simply recompose your current Flex pack with the additional mobile subscription you want to add. During the product configuration, the additional mobile subscription will be added to your current Flex pack.

Mobile Flex subscriptions are valid in Belgium and in the European Union.
If you travel outside the European Union, please check the roaming rates per country.

No, the mobile data is valid for only one mobile subscription.

The standard mobile subscription allows you to call, text and surf freely in Belgium and the European Union (EU). If you use special paid services or when traveling outside the EU, you will be charged at the applicable out-of-pocket rate. You can follow your consumption via MyProximus and thanks to SMS notifications.

With FullControl, you benefit from the same advantages of the subscription, while keeping full control over your budget: services not included in your subscription are blocked (special numbers, third-party paying services, international calls, roaming outside the EU…). FullControl is only available with Mobile Flex S and Mobile Flex M

The first decoder is always included in your Flex pack. Want to add an additional decoder? Then simply order your pack and during the product configuration you'll have the option of adding up to two extra decoders. You pay just €8/month for each additional decoder.

Already a Flex customer? You can order additional decoders here.

You can add a TV option via MyProximus or choose and order your option here. You can also add a TV option via the decoder.

Changing or removing a TV option is possible only via MyProximus. In a Flex pack, you can change your TV option twice a year.

Thanks to the Proximus Pickx app, you can set up or cancel a recording no matter where you are and whenever you want.

The Light TV option is only available with the Flex Internet + Mobile pack with an additional cost of €9/month. It is designed for consumers who do not need traditional TV and who watch TV via our Pickx app and via our Proximus Pickx website. The Light TV option includes:

• Access to 32 national channels (including regional channels + radio stations) *
• Pickx app
• TV Replay (36h) & recordings included
• No decoder: TV access via Pickx app & Web
• Not compatible with TV options

*La Une, Tipik, La trois, TF1, Plug RTL, Club RTL, RTL, AB3, TV5monde, ABxplore, Arte, C8, LN24, France 2, France 3, Vtmkids, Vtm, Vtm 2, Vtm 3, Vtm 4, Vtm Gold, Één, Canvas, Ketnet, Play 4, Play 5, Play 6, Play 7, BRF, National Geographic, Nickelodeon, MTV

Via the Pick app:

1. First of all, a technician needs to come and install Flex Internet + Mobile in your home.
2. Download the Proximus Pickx app in your App Store.  
    
3. Open the app while you're connected to the Internet (Wi-Fi, 3G, 4G, etc.) in Belgium or the EU.
4. Log in with your MyProximus administrator account
   • If you have a MyProximus account from before, dig it up! Can't find it anymore? Recover your login data now.
   • Don't have an account yet? Then create one! Click this link and follow the instructions!

Via the Proximus Pickx website:

Surf to www.proximuspickx.be, log in and immediately benefit from your favorite programs!

So, how do you log in? You have to log in with a MyProximus account:

Log in with your MyProximus administrator account

• If you have a MyProximus account from before, dig it up! Can't find it anymore? Recover your login data now.
• Don't have an account yet? Then create one! Click this link and follow the instructions!

Problems logging in to the Proximus Pickx app? It might take up to 48h after the technician came by, before your account is activated.

Another problem with the Proximus Pickx app? Check out more FAQs!

You can install the Proximus Pickx app on maximum 5 devices (smartphone/tablet) with the same account. But you can watch on maximum two devices simultaneously. Do you watch via the web version on your laptop? Then this is not included in the "maximum two simultaneous screens", so there are no limits.

No, they are not compatible. You cannot buy any Proximus TV options with the Light TV option.

With the Proximus Pickx app and via the website, you have access to the 32 most popular national channels, regional channels, and most radio stations.

National channels: La Une, Tipik, La trois, TF1, Plug RTL, Club RTL, RTL, AB3, TV5monde, ABxplore, Arte, C8, LN24, France 2, France 3, Vtmkids, Vtm, Vtm 2, Vtm 3, Vtm 4, Vtm Gold, Één, Canvas, Ketnet, Play 4, Play 5, Play 6, Play 7, BRF, National Geographic, Nickelodeon, MTV.

Regional channels:

Brussels: BX1, Antenne Centre, Canal C, Canal Zoom, No Tele, RTC Liège, Télé MB, Télé Sambre, Védia, TV Com, TV Lux, Matélé and BRUZZ.

Flanders: ATV, AVS-EEklo, AVS-Gent, AVS-Oudenaarde, Focus TV, Ring TV, ROB TV, RTV Kempen Noord, RTV Kempen Oost, RTV Kempen West, RTV Mechelen, TV Limburg Centrum, TV Limburg Midden, TV Limburg Noord, TV Limburg Oost, TV Limburg West, TV Limburg Zuid-Oost, TV Limburg Zuid-West, TV Oost, and WTV.

Wallonia: BX1, Antenne Centre, Bouké, Canal Zoom, No Tele, RTC Liège, Télé MB, Télé Sambre, Védia, TV Com, TV Lux, and Matélé.

Radio stations: Bel RTL*, TIPIK Radio, Classic 21, DH Radio, La Prem1ère, MINT* Nostalgie, Radio Contact*, Pure, VivaCité, BRF1*, Musiq’3 (FR) JOE, Klara, Klara continuo, MNM, MNM Hits, Qmusic, Radio 1, Radio2 ant, Radio2 lim, Radio2 oovl, Radio2 vl brab, Radio2 westvl, Sporza Radio, Studio Brussel, and VRT NWS (NL).

* These radio stations are currently only available for iOS via the app. Android users can only listen to these stations via Chromecast on their TV.

TV Replay allows you to go back up to 36 hours in your TV guide to watch already broadcasted TV programmes with the icon
Two offers are available:

• TV Replay (free of charge): watch or review programmes already broadcast.
• TV Replay+ (paying): watch or watch again programmes already broadcast and be able to fast-forward through the programme you are watching.

More infoNew window

This is now a super-fast process. We've put together all the steps for you so you can get started right away!

Proximus billing and/or Netflix Packages cannot be used to create an account with Profile Transfer. Please visit the Netflix Help Center New window for more information.

Extra Members cannot be added to Netflix accounts paid through Proximus. Please visit the Netflix Help CenterNew window for more information.

For information on sharing your Netflix account, please visit the Netflix Help CenterNew window.

For more information on your Netflix Household, please visit the Netflix Help CenterNew window.

For more information on using Netflix while traveling, please visit the Netflix Help CenterNew window.

If you order a Flex pack with a smartphone via the website, your new phone will be delivered to your home address free of charge. You can choose the delivery date when you order (max. 30 days after the installation of the Internet). This date must be at least four working days later than the order date.

No, this is not possible. The device will be automatically delivered to the installation address of your Proximus products.

Yes, it is important that you are at home to take delivery of your device and to sign the delivery note. If you are unable to be present, you can give a proxy to someone. You will find a proxy document on www-uat.proximus.be/mandate. Please also give this person a copy of your identity card.

If you order a Flex pack with a smartphone via the website, the price of your phone will be added to your next Proximus bill. You do not, therefore, have to pay on delivery at your home.

If you experience any problems with mobile Internet, it's very easy to configure your smartphone with our online tool.

You can find the amortisation table for the end of year period 2021 here(PDF, 56KB, in french).

You can find the amortisation table for the end of year period 2022 here(PDF, 58KB, in french).

You can find the amortisation table for the end of year period 2023 here(PDF, 54KB, in french).