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.

    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:
        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. 

    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 volume is valid only for 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 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 €8 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.

    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!

    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.

    TV Replay allows you to go back up to 36 hours in your TV guide to watch already broadcasted TV programmes with the icon
    Two offers are available:

    • TV Replay (free of charge): watch or review programmes already broadcast.
    • TV Replay+ (paying): watch or watch again programmes already broadcast and be able to fast-forward through the programme you are watching.

    More infoNew window

    Netflix

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

    Proximus billing and/or Netflix Packages cannot be used to create an account with Profile Transfer. Please visit the Netflix Help Center New window for more information.

    Extra Members cannot be added to Netflix accounts paid through Proximus. Please visit the Netflix Help CenterNew window for more information.

    For information on sharing your Netflix account, please visit the Netflix Help CenterNew window.

    For more information on your Netflix Household, please visit the Netflix Help CenterNew window.

    For more information on using Netflix while traveling, please visit the Netflix Help CenterNew window.

    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-itt.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.

    Calling and surfing

    Netflix

    Become a Flex Fiber customer

    Smartphone with subscription

    Switching to Flex Fiber

    TV

    Want to know more about fiber?

    Customer service

    Fiber events