Frequently asked questions about mobile subscriptions

    Become mobile customer

    You've made up your mind: you're switching operator! Great! Becoming a mobile customer is hassle-free: we take care of everything!

    • Online
      Follow these steps:
      • Add your subscription to the basket.
      • Choose "New customer" and enter your details.
      • Indicate your current operator and whether you wish to keep your current number.
    • In a shop: visit a Proximus Shop near you.

    No worries, we take care of transferring your number!

    1. Once you've ordered your mobile subscription online you can start the product configuration.
    2. Choose your current operator from the list and the mobile phone number you would like to transfer.
    3. You'll only need to provide your customer account number. If you have a prepaid subscription you'll have to provide the SIM card number.

    Choose the subscription you need and click the "Add to card" button. Your remaining call credit of your reload card will be automatically deducted from your first bill.

    We transfer your number free of charge. When placing your order, you just need to indicate whether you want to keep your number; we'll take care of the rest.

    You can continue to make calls while we take care of the transfer. It doesn't matter if you have a mobile phone number from Proximus or another operator.

    1. Choose your subscription
      Keep your customer and SIM card number from your current operator with you when ordering online. If you have a prepaid subscription, your SIM card number is required.
    2. We take care of everything
      Once your order has been confirmed, we contact your current operator to cancel your contract and transfer your number to Proximus. We will make sure that your mobile number remains the same. This takes a maximum of 3 working days. In the meantime, you will receive your Proximus SIM card.
    3. Sit back and relax
      Once everything is settled, you receive an SMS to let you know that your subscription is ready. When your current network is no longer available, you can replace your SIM card and after a maximum of 30 minutes, you can start calling, surfing, texting... as usual.

    If you order a smartphone with subscription on our website, your new phone will be delivered to your home address free of charge. You can choose the delivery date when you order.

    Do you already have a Proximus mobile subscription? Then you don't need a new SIM card. A few hours after your purchase, you'll receive an activation text message, and you're good to go! And do you currently have a prepaid card or SIM card from another provider? No stress, we'll fix it so that you receive a new SIM card as soon as possible, in the post or at a Proximus Shop nearby. After you receive the activation text message, you can start your endless sharing.

    Already customer?

    Follow these steps:

    1. Once you have ordered your mobile subscription, log in to MyProximus.
    2. Choose 'Proximus' from the operator list and the mobile phone number you would like to transfer.
    3. For every mobile phone number you want to transfer you will need to provide the SIM card number, so keep this at hand.

    Good to know: you can only keep you mobile phone number if this isn’t combined with a smartphone offer.

    What if you've signed up for a smartphone offer with a subscription or benefit from a pack, a promotional offer or extra option?

    Contact us via chat or visit a Proximus Shop and let us help you switch.

    You can easily change your tariff plan for free. No strings attached, you can change your mind again at any time.

    Do you already have a Proximus mobile subscription? Then you don't need a new SIM card. A few hours after your purchase, you'll receive an activation text message, and you're good to go!

    No Proximus mobile subscription yet? You will receive your new SIM card by post. The SIM card is activated and ready to use. All you have to do is insert the SIM card into your phone and connect.

    You can easily change your tariff plan for free. No strings attached, you can change your mind again at any time.

    Of course! You can easily add a mobile subscription to your pack:

    • Via the MyProximus app: in your pack, just add a mobile.
      You don't have the app yet? Download the MyProximus app now
    • Online: go to the mobile subscriptions page. As customer, after logging in to your account, you can add a subscription to your pack by clicking on "Order now".

    You can check your usage at any time on our MyProximus app and we'll send you a text message to warn you before you exceed your limit. This way you avoid any unpleasant surprises when you receive your bill.

    You don't have the app yet? Download the MyProximus app now.
     

    If you find that your mobile data volume is insufficient on a regular basis, we recommend that you opt for a higher-level mobile subscriptions included in a Flex pack to benefit from even more advantages.

    If you regularly need more data and want to keep your current mobile subscription, activate an extra data option from 500 MB to 2.5 GB/month in MyProximus.

    If it isn't or if you experience any problems with mobile Internet, it's very easy to configure your mobile using our online tool.

    Mobile Subscriptions

    The mobile subscriptions and their benefits (calls, texts and data) are valid in Belgium and while travelling in the European Union. This includes Norway, Liechtenstein, and Iceland, as well as Andorra, Gibraltar, Monaco, and the United Kingdom. There are no roaming charges there either.

    Geography not your strong point? Look up the EU countries before you leave. For example, you may think Switzerland is in the EU, but it is not!

    Here is the list of countries where you can use your national plan to call, text and surf: Aland Islands (Finland), Austria, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French Guyana, Germany, Gibraltar, Greece, Guadeloupe (French Antilles), Hungary, Ireland, Italy (Vatican City incl.), Latvia, Lithuania, Luxembourg, Malta, Martinique (French Antilles), Mayotte, Netherlands, Poland, Portugal, Réunion, Romania, San Marino (French Antilles), Saint-Barthélemy (French Antilles), Slovakia, Slovenia, Spain, Sweden + the United Kingdom, Iceland, Liechtenstein, and Norway.

    Outside the EU: data, texts and your call minutes are not valid there either. You have to pay for each MB, call minute or text. The exact prices vary, depending on the country.

    Check out the prices on our site

    With Mobile Unlimited or Mobile Flex Unlimited (in a Flex pack), you have:
    In Belgium: 300 GB at full speed via our 4G, 4G+ & 5G networks. Beyond 300 GB, surfing remains unlimited at reduced speed (max 512 Kbps).
    In the rest of the European Union: 62 GB each month. Beyond this 62 GB, you can still surf at maximum speed but you will pay a small surcharge (€ 0.0021/MB).

    You have a maximum of 500 text messages per day. Once you have reached this amount, you won't be able to send any more messages until midnight. The next day, you will be able to text again. No idea when you will reach this number? Don't worry, you will receive a notification when you have sent 400 messages and you will receive another notification when you have reached the limit of 500 messages. One text message exists of 160 characters.

    Mobile subscriptions with smartphone

    If you recently took out a contact for a subscription + smartphone, you can switch without a problem. You will pay the mobile subscription fee, plus the DataPhone option you also pay for now.

    If you took out a contract with a smartphone some time ago, please read the small print. You can't just cancel your contract and will have to pay a cancellation fee.

    I want to know more about the conditions of change

    If you order a smartphone with subscription on our website, your new phone will be delivered to your home address free of charge. You can choose the delivery date when you order.

    Promotion and tariffs

    Promotions are only available for a new mobile subscription. You will pay a promo price for the duration of the specific promotion (e.g. the first 6 months). After these first months, you will pay the full price of the chosen subscription.

    In general offers cannot be combined with other current promotions or the combined offer of a smartphone with subscriptions.

    The web promo is not valid when booking a device via Click&Collect in a Proximus Shop.
     

    Consult the roaming and international rates of your mobile subscription that apply when you're abroad or when you call an international destination.

    FullControl subscriptions

    The subscription allows you to call, text and surf freely in Belgium and the European Union. If you use up more than what is included in your subscription or when travelling outside the EU, you have the option of exceeding your monthly bundle. You'll then be billed at the applicable out-of-bundle rate. You can track your usage via MyProximus and through SMS notifications.

    With our FullControl mobile subscriptions, you never exceed your monthly allowance: all consumption not included in your bundle is blocked. No more surprises on your bill. It’s the ideal solution to stay within your budget (for you, your kids or your teens).

    Besides, with this solution you will limit additional costs on services such as special phone numbers (0900…), international calls, roaming (out of EU) and third-party services.

    Check out our FullControl mobile subscriptions.

    Check out our FullControl mobile subscriptions.
    Once you've ordered your Mobilus FullControl subscription, log in to MyProximus. Choose 'Proximus' from the operator list and the mobile phone number you would like to transfer. For every mobile phone number you want to transfer you'll need to provide the SIM card number, so keep this at hand.

    Good to know: you can only keep your mobile phone number if this isnt combined with a smartphone offer. What if you've signed up for a smartphone offer with a subscription or currently benefit from a pack, promotional offer or extra option? Contact us via chat or visit a Proximus Shop and let us help you switch.

    Don't worry: you can top up if necessary! Your call minutes and data will be automatically blocked once you've used up your bundle allowance. Of course, you continue to enjoy unlimited texting. Think you need more volume? Or need to call from abroad? Easily reload your subscription online!

    eSIM, the digital SIM card

    The eSim or embedded SIM is a SIM card that is built into the smartphone and offers exactly the same functions as the well-known physical SIM card. With eSIM, there's no physical SIM card that you need to insert, and you can activate this virtual SIM in a matter of seconds.

    To be able to use your eSIM and enjoy your new subscription within a few hours, you need an activation code or a QR code. You may have received this code via MyProximus-app or web when you placed your order, by e-mail or from a salesperson.

    Find the procedure to activate your eSIM

    An eSIM can only be used with compatible smartphones and tablets. For the moment we don't support eSIM on smartwatch.

    Check if your device is compatible

    Yes, you can, as long as your phone supports a Dual SIM combination with an eSIM. You can set up multiple eSiM profiles, however you can in most cases only use 1 profile at a time (For some new smartphones, you can use 2). The eSIM profile and the physical sim card can be used simultaneously.

    Yes, you can swap your physical SIM to an eSIM, but it's not yet possible to do this online. You can pass by in one of our shops or call our customer support centre to ask for a swap.

    Abroad

    Add a mobile to a pack

    Already Proximus customer

    Become Proximus customer

    Change subscription

    eSIM, digital SIM card

    Favorite apps

    FullControl subscriptions

    Keep phone number

    More data

    Out of bundle rates

    Promotion

    Subscription with smartphone

    Switching operator

    Unlimited data

    Unlimited text

    Need help?

    Questions about our offers?

    An advisor is at your service