Depending on the situation, our technical service will offer an exchange in relay point or home installation (professional customers).
Pick-up in relay point
You will receive your new decoder in a relay point of your choice. Did you call before 7 pm (from Monday to Thursday)? If so, the device will be available the next day (except Monday).
- How to track your parcel?
- Go to www.kiala.be. Click on Suivre un colis or Volg een Pakje
- In Sélectionner votre marchand or Kies uw webwinkel, key in « Proximus swap ».
- In Saisissez votre numéro de contact or Gelieve uw contactnummer in te vullen, key in the mobile number you indicated when placing the order.
- Click Continuer or Doorgaan. The status of your order will be displayed.
How to pick up your decoder:
- Pick-up your new decoder in a relay point with your ID card as soon as you have received a text message indicating that it is available. You will also receive a SMS from Proximus explaining how to activate it. You will need your customer number (at the top of the first page of your invoice) and your fixed phone number.
- Install the new decoder. Do not hesitate to reuse the material in your possession (SCART cable, remote control, HDMI, Ethernet cable...). If you have two decoders, you will need to reactivate the two decoders. If you have two decoders, but a single HD decoder, you must activate the HD decoder first.
- Bring your old decoder and the power supply cable to the relay point by following the instructions provided with your new device.
Are you a Bizz all-in, Bizz Office or Bizz Pack customer? You are entitled to the same day repair? A technician comes to your home the same day to install the new decoder. You don't have to do anything, just open the door. He will install your new decoder, take the old one and give you all the necessary information.