Frequently asked questions about Flex

Switch

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.

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!

During the product configuration, you can choose the installation date yourself. 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

Calls

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

TV

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. For the 2nd decoder you pay €8/month extra and from the 3rd decoder you pay €6/month more.

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.

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

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

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

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.

Smartphone with subscription

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-itt.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.

Promotions

You can find the amortisation table for the end of year period 2020 here.

You can find the amortisation table for the May-June period 2021 here.

You can find the amortisation table for the end of year period 2021 here.

Calls

Promotions

Smartphone with subscription

Switch

TV