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Frequently asked questions

Fiber up to your enterprise

Frequently asked questions

Fiber up to your enterprise

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What is fiber?

What is fiber?

Fiber is the technology of the future and uses light to transport signals. It is therefore much faster than the traditional copper cables. The last stretch, from the street to your company, still had traditional cables. We’re changing that, so you can enjoy the best possible network experience. A large part of the Proximus network today consists of optical fiber. With fiber, you benefit from an ultra-fast Internet connection, without any loss of quality, and no matter with how many people or devices you’re surfing simultaneously.


Do I need new or additional equipment to benefit from the fiber advantages?

We provide all the equipment needed to receive the optical fiber signal free of charge, namely:

  • The connection box for bringing optical fiber into the building (the ONTP).
  • An optical modem (the ONT) which transforms the light signal into a digital signal.

From there, you can connect a router according to the solution you've chosen.

Will I have much inconvenience during the street works?

For works at the public domain:

  • If there is trenching to be done, we need to open the side walk for a long distance. Access to your building will be guaranteed by our partner that executes the works with a bridge.
  • Trenching is not always required. In such case inconvenience will be very limited.
What is a site survey?

A site survey means that the contractor appointed by Proximus, and the people in charge of your office go on-site to determine what kind of works are necessary on the private property (inside and outside your building) and what the route will be to our network. After the site survey, you will receive a site survey report setting out what has been agreed and details about the installation. This report must be approved by you. It is also necessary to obtain the approval of the owner of the building if you are not the owner.

Can you confirm that we can undo our acceptance, when it appears that costs are involved for certain works?

It is up to you to decide when you wish to be connected to the fiber network. You just need to communicate your decision to us before the street works start.


When will I have fiber at my disposal?

Check here whether you can already, or will soon be able to, enjoy the advantages of fiber.


What services can I use with my fiber line?

You will be able to use the same services as those currently available on your copper lines.
Fiber is an access technology to the full of our portfolio, both voice and data. It offers a better quality thanks to its higher bandwidth and its low latency.
It will also allow you to implement bandwidth-consuming applications like video collaboration, cloud integration, Internet of Things, etc.
Fiber is future proof: you will not have to do new investments when you need a higher bandwidth. The existing fiber capacity can be easily adapted.


How much does it cost to get connected to fiber?

Before we connect your building to our network, we will perform a site survey to assess how we can best connect your building to our network. We will then provide you with a cost estimate, for which Proximus will contribute up to a maximum of €1.550 towards the installation. In most cases this means that connecting your building to our network is completely free. If there would be a cost for you, and you deem it to be unacceptable, you always have the possibility to cancel your order. The intervention, of up to €1.550 is valid for 3 months, starting from when you were informed about fibre-optic solutions for your company. For more information about the exact conditions of this offer, please do not hesitate to contact your Customer Support Officer or call 0800 55 200.

As from what moment do I start to pay for my fiber solution?

Payment is due from the moment your services are activated.


Will I be able to keep my IP address when moving to fiber?

Yes, you will be able to keep your fixed IP address.

Will I be able to connect my payment terminal when I move to fiber?

Recent payment terminals (WiFi, IP, Mobile) will work on fiber connectivity. Only old PSTN terminals need to be further examined.

Will I be able to keep my telephone exchange (PABX) when moving to fiber?

The answer depends on the current technology of the PABX. In case of:

  • IP certified exchange: it will work seamlessly on copper and on fiber IP connectivity.
  • IP exchange is not certified: it will work but it will require an IP-2-IP SBC on both copper and fiber IP connectivity.
  • An ISDN exchange will need to be converted to IP or needs an ISDN-to-IP convertor.
  • Old PSTN exchanges are not supported on neither copper nor fiber IP connectivity.
Will I be able to keep my alarm system when moving to fiber?

It depends on the way the alarm system is connected:

  • Is it WiFi-connected? No problem, but the alarm technician will need to reconfigure the alarm terminal.
  • Is it connected to the Internet line? You don’t need to do anything.
  • Is it connected to the mobile network? You don’t need to do anything.
  • Is it connected via a separate analogue line? You don’t need to do anything. It will be kept on the analogue line.


Who can I take contact with if I have questions regarding the status of my project?

For all details regarding the status of your project, you can contact your Customer Support Officer or call the freephone number 0800 55 500.

Who can I take contact with if I have questions or complaints regarding the street works?

If you have questions or complaints regarding the street works, you can call the freephone number 0800 14 553.

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