Skip to main content
×
×
Filter by subject

Frequently asked questions about Flex Fiber

    Become a Flex Fiber customer

    1. If you haven't already done so, check whether fiber is available for your home. Is it available? In that case, simply compose your Flex Fiber.
    2. Once you have configured your pack, you'll be invited to finalize your order and set up an appointment date with one of our technicians for the installation of your fiber connection point and the activation of your products. Depending on the composition of your current pack, you will be able to order directly via the web or be invited to fill in a webform so that one of our agents contact you as soon as possible to finalize your order.
    3. At the same time, make sure you don't forget to write your letter of termination, to your current operator.
    4. As soon as our technician has visited you to install your fiber connection point and activate your products, you can start to enjoy all the advantages linked to your Flex Fiber. From that moment on, you'll also have the opportunity to log in to MyProximus to view all your products and options.

    Switching to Flex Fiber

    1. If you haven't already done so, check whether fiber is available for your home. Is it available? In that case, simply compose your Flex Fiber.
    2. Once you have configured your pack, you'll be invited to finalize your order and set up an appointment date with one of our technicians for the installation of your fiber connection point and the activation of your products. Depending on the composition of your current pack, you will be able to order directly via the web or be invited to fill in a webform so that one of our agents contact you as soon as possible to finalize your order.
    3. At the same time, and if it is applicable, make sure you don't forget to write your letter of termination, to your current operator.
    4. As soon as our technician has visited you to install your fiber connection point and activate your products, you can start to enjoy all the advantages linked to your Flex Fiber. From that moment on, you'll also have the opportunity to log in to MyProximus to view all your products and options.

    1. If you haven't already done so, check whether fiber is available for your home. Is it available? In that case, simply compose your Flex Fiber.
    2. Once you have configured your pack, you'll be invited to finalize your order and set up an appointment date with one of our technicians for the installation of your fiber connection point and the activation of your products. Depending on the composition of your current pack, you will be able to order directly via the web or be invited to fill in a webform so that one of our agents contact you as soon as possible to finalize your order.
    3. Once your order has been validated, your current products will be automatically converted.
    4. As soon as our technician has visited you to install your fiber connection point and activate your products, you can start to enjoy all the advantages linked to your Flex Fiber. From that moment on, you'll also have the opportunity to log in to MyProximus to view all your products and options.

    Yes, certainly. You can easily add, remove or change an option directly in MyProximus.

    Yes, 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. 

    If you benefit from a joint offer (mobile subscription + smartphone), you will keep your promotion (the conditions and number of products must remain the same). Some promotions are compatible with Flex Fiber, others are not. To find out whether you can keep your promotion, don't hesitate to call us at 0800 55 800 or alternatively drop in to see us in a Proximus Shop near you.

    No, the installation of your Flex Fiber is completely free of charge (value: €350). 

    When ordering your pack, you can schedule an appointment date with one of our technicians for the installation of your fiber connection point and the activation of your products. This date will depend on the products chosen, the products already present at your address and the availability of our technicians. Expect and average waiting time of about 14 calendar days.

    [@gdprUserConsent "2" "/concept/gdpr/AlternativeContent/youtube/youtube-variant-1" "div"]
    [/@gdprUserConsent]

    Calling and surfing

    • You already have one (or more) mobile phone number(s) with Proximus:
      You can of course keep your current mobile phone number(s) by transferring it to your Flex Fiber. To do so, order your Flex Fiber and one of our agents will contact you to finalize the transfer.
    • You already have one (or more) mobile phone number(s) with Proximus:
      • You can of course keep your current mobile phone number(s). To do so, follow these steps:
        You can of course keep your current mobile phone number(s). To do so, follow these steps:
        1. Compose your Flex Fiber and 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 Fiber). 
        2. Once you have ordered your Flex Fiber, you can start the product configuration. Choose your current operator from the list and provide us the mobile phone number(s) 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 Fiber by adding one or several new mobile subscriptions to it. Once your order has been validated, the additional subscription(s) will be automatically added to your pack. 

    If you are an occasional user, we recommend the subscription Mobile Flex with 5 GB. You'll have enough data to surf on the internet and on social media.

    Do you stream a lot of music (Spotify), videos (YouTube) and surf on the internet and on social media almost every day? Then the subscription Mobile Flex+ with 15 GB will be ideal for you.

    For the real smartphone addicts who stream video’s every day over 4G/5G, you can choose one of our 3 “Unlimited” subscriptions, perfect to cover all your needs!

    Do you want to make calls or surf with your smartphone while abroad? Roaming in the European Union (EU) is free of charge. For countries outside the EU, please consult our roaming rates using our practical tool!

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

    A standard mobile subscription allows you to call, text and surf freely in Belgium and the European Union (EU). If you make use of special paying services or when travelling outside the EU, you have the option of exceeding your monthly bundle. You will then be billed at the applicable out-of-bundle rate. You can track your usage via MyProximus and through SMS notifications.

    With Full Control, you retain full control over your budget as you cannot exceed your monthly bundle. With a Full Control subscription, services for which an additional cost is charged are blocked (marketing numbers (0900, etc.), paid international calls, roaming (outside the EU) and paid third party services). If you have used up your data bundle, you will not be blocked, but you will be able to continue surfing free of charge, at a reduced speed. I you want to continue surfing at full speed, it is possible to purchase a data boost option via MyProximus or by contacting our customer services. Full Control is only available with Mobile Flex and Mobile Flex+.

    TV

    The first decoder is always included in your Flex Fiber. Do you want to get an additional decoder? When configuring your pack, you have the option of adding up to 3 additional decoders. The price amounts to €6 per month per additional decoder. If you are already a Flex Fiber customer, you can order additional decoders here.

    You can activate a TV option via MyProximus or order your TV option here. You can also activate a TV option via your decoder

    However, changing or removing a TV option is only possible via MyProximus. With Flex Fiber, you can change your TV option free of charge twice a year.

    It's now a super-fact process. Follow the procedure set out here.

    Thanks to the Proximus Pickx app, you can program or cancel a recording anytime you want, no matter where you are. If you don't yet have this app, install it now!

    Smartphone with subscription

    If you order a Flex Fiber with smartphone via our website, your new phone will be delivered free of charge to your home address. When ordering, you have the possibility of choosing the smartphone delivery date, which cannot be later than 30 days after your pack installation date. However, you will need to allow for at least 4 working days between your order and the delivery date.

    No, unfortunately that's not possible. Your smartphone will be automatically delivered to the address you gave for the installation of your Proximus products.

    Yes, you must be at the installation address in person to take delivery of your smartphone and sign the delivery note. If, for whatever reason, you are unable to be at home, you can authorize someone else to act on your behalf. For this, you'll find a form on www.proximus.be/mandate. Please print out, fill in and attach the form to a double-sided photocopy of your identity card, which you should give to the person who will be present on the delivery date.

    If you order a Flex Fiber with smartphone, you will be billed for the smartphone on your first Proximus invoice. You do not, therefore, have to pay anything when the smartphone is delivered to your address.

    Yes. However, if you are unable to surf on the internet with your smartphone, you can easily configure your phone using our online tool or visit a Proximus Shop near you.

    Reset
    Filters

    Filter by subject

    Calling and surfing

    Become a Flex Fiber customer

    Smartphone with subscription

    Switching to Flex Fiber

    TV

    Let's meet and talk

    Catch the Fiber truck

    Do you have a question?

    Ask one of our advisors. Make your choice: