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Questions about your move?

Which are the different steps when I move my Proximus products ? 

  1. Inform us about your move 4 weeks in advance

    To be able to answer to your questions and avoid surprises, we ask you to warn us about your address change at least 4 weeks in advance, if possible. This delay will allow us, if needed, to obtain plans of your home (gas, water, electricity, etc.) from your town in case an intervention is necessary in your street to connect you to the Proximus cabling. This will also allow us to ensure the availability of a technician on the day you wish to move.

  2. We call you within 24 hours

    Once you have completed the online form, we’ll call you within 2 hours if your request is sent from Monday to Saturday between 9 AM and 8 PM. Requests that are sent outside this time span will be treated the following working day. During this call, we will take our time to discuss the details of your move with you . This way, we can determine the type of installation that is needed within the best possible delay.

  3. Our Proximus technician takes care of the standard installation and other interventions that were defined with you during the call

    If you already have Proximus cabling that enters your home, the technician will carry out a standard installation which consists of:

    • Installation of the Proximus connection
    • Installation and configuration of the modem, including securization and Wi-Fi
    • Cabling (max 50 meters, eventually with horizontal drilling in a wall) and a check of existing cabling
    • Configuration of a PC to access internet (using a cable or a built-in wireless card)
    • Installation of an e-mail address and an alias on 1 PC
    • Installation of the TV decoder + small demo

    If the Proximus connection isn't available yet at your new address, our team will need to carry out extra work to establish a connecton between the cabling in your street and your home. This intervention will be done the same day but isn’t included in the €59 price for standard installation, neither are the extra devices like Wi-Fi enhancers.

  4. Call, surf and watch TV in your new home

    Your services will be installed and activated at your new address, as agreed. In most cases, you will benefit from the same or a better quality of technology compared to your old address.

How much will my move cost ?

The rate for a standard installation is €59, including different elements:

  • Installation of the Proximus connection
  • Installation and configuration of the modem, including securization and Wi-Fi.
  • Cabling (max 50 meters, eventually with horizontal drilling in a wall) and a check of existing cabling
  • Configuration of a PC to access internet (using a cable or a built-in wireless card)
  • Installation of an e-mail address and an alias on 1 PC
  • Installation of the TV decoder + small demo

If we need to carry out other technical changes (e.g. connect your home to the cabling in your street), extra costs will be charged.

The type of installation that will be carried out at your new home will be discussed with you during the introduction of your request. Please get as much information as possible on the available infrastructure at your new address, on beforehand (presence or not of a Proximus connection, placement of this entry point, identity of the former Proximus customer, …). For this, the former owner or tenant can be a good source of information.

What should I foresee on the day of my move ? 

  • Someone should be present

    We request an adult be present, with knowledge about your preferences for the installation and the placement of the devices. It’s also important that this person can hand over the material from your old address to the technician (decoder, modem, TV…).

    If the Proximus cable is already present in your new home, you’ll be able to choose from different proposed time slots. You will also be warned by our technician about his arrival, 30 minutes on beforehand.
    If the Proximus cable isn’t available yet at your new address, you should be sure someone can be present at your home the whole day, to make sure that our teams can carry out the needed connection work.

  • When available, locate the entry point of our cable in your home or building

    For instance the garage, the basement, the living room or the study. This spot should be accessible to our techician.

  • Make sure there is electricity available

    A minimum of 2 electric outlets should be free where the modem and is installed, and where the TV set is placed. An extra electric outlet should be foreseen for a possible switch (connection of several computers) or for a wireless connection (Wi-Fi Bridge), or via Devolo.

  • Prepare the cabling indoors and placement of your devices

    Are cables available ? Will the installation of the cables be foreseen by you or do you prefer that our tehnician takes care of this ? How many devices would you like to connect and which ones? Where will they be located ?
    Please already perform the necessary drilling between floors if you wish to connect devices without using Wi-Fi Bridge or Devolo.

  • Prepare the needed devices

    If you are moving an internet connection : access to all PC’s (laptops included) with preinstalled Windows Vista, Windows 7 or Windows 8.

Remaining accessible during my move

A day without your phone? No internet at home? It’s hard to imagine to be cut off from friends and family even for one day.

There are different ways to remain accessible during your move:

  • You’re waiting for an important call, just when you’re moving your fixed line? Don’t worry: forward your calls to another phone or to a mobile.
  • Use the free service Phone Mail to listen to your messages where and when you want, on your fixed line or from your mobile.
  • Also, thanks to mobile internet you continue to surf wherever you want. That’s handy!

How many TV sets can I connect at my new address? Can I watch in HD?

Check and compare available technologies between your former and new address, with the test tool.

My mail and bills at my new address

Make sure no bill gets lost and cause deactivation of your services, don’t forget to request a mail forwarding. Or choose for an electronic bill!

Contact us