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Frequently asked questions

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Frequently asked questions

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Mobile (Combo)

Which Epic apps are included? And what does it mean?

The Epic apps were selected on the basis of studies showing that these were the most popular apps among young people:

  • The social media apps are Instagram, Facebook, WhatsApp, Messenger, Pinterest, Twitter and Snapchat.
  • The music apps are Spotify, Apple Music, Deezer, SoundCloud and Google Play Music.
  • The video apps are Netflix, YouTube, Twitch and the Proximus TV app

When you use these apps, no data will be billed. So your data is endless. But this doesn't mean the subscription is included: for example, if you want a Netflix subscription or Spotify Premium, you have to sort that out yourself!

Does "endless" really mean endless?

Good question! In Belgium, you have free data at the maximum speed for all your included Epic apps, until you reach 40 GB. After that, your Internet speed for the apps will be lower in Belgium, namely 512 Kbps. But don't worry, this is still high enough to continue using your apps. To give you an idea: in theory, you can listen to Spotify in normal quality at 96 Kbps. Did you know that you can watch Netflix in SD for 40 hours before you reach 40 GB? And you can surf for another 15 GB at maximum speed with your Epic apps if you're traveling in the EU. Once that's used up, you can continue surfing at maximum speed for the price of €0.0054/MB.

Can I also use my Epic subscription abroad?

Your domestic rate plan is valid in the 28 EU countries (+ Iceland, Liechtenstein and Norway), and you can use up your 15 GB with your Epic apps without paying for mobile data. But watch out! Once you've used up your 15 GB in the EU, you'll pay €0.0054 per extra MB used abroad. The 4 GB you receive for all your other apps can also be used in the rest of the EU, just like the 150 call minutes, the unlimited texts, and the Proximus TV app.

Geography not your strong point? Look up the EU countries before you leave. Take Andorra, Monaco, San Marino, Switzerland and the Vatican City for example. You may think they're in the EU, but they're not! Also be careful if you get close to the border!

Outside the EU you don't have free data for your Epic apps. And your stack of 4 GB is not valid there either. You'll then have to pay for each MB, call minute or text. The exact prices vary, depending on the country. Check out the prices on our website!

Can I buy extra mobile data?

Yep. If you need more data than the 4 GB in your bundle, you can buy 500 MB extra mobile data for just 5 euro. And it's valid for 31 days. This is easy to do, via the Epic app. The button to buy it will appear when you've almost used up your data. You can also activate it yourself, even if you yourself don't pay the bill - although, maybe you should check with the payer first ;-) You can't use this extra data to increase the 40 GB of your Epic apps.

Can I get a smartphone with an Epic subscription?

Sure thing! You can see which smartphones are available now on this page.

Can I also take the mobile part with videos, but without Internet and TV?

No, the mobile part, "Epic videos", is only available in the Epic combo pack. But you can ask for a second SIM card with your pack so that you have two Epic videos. This will cost you an extra €37.99. Ask one of our agents! Only need a mobile plan, and crazy about that endless data? Then check out Epic stories and Epic beats, which offer you endless data for your social media and music apps!

Can I get a second SIM card?

Sure you can! With your Epic combo, you can add one extra Epic videos (maximum). You can also, of course, add an unlimited number of other mobile products, such as Epic beats, Epic stories or a Mobilus.


Internet

Can I also get an Epic combo with fiber?

Yes, of course! Your experience will be even better because your Internet speed is even higher with fiber, namely 110 Mbps for downloads and 10 Mbps for uploads. Data is also unlimited! Unfortunately, fiber is not yet available for everyone at the present time. Our systems will automatically indicate this in the webshop when this is the case!

What about the appointment?

To get your Epic pack fully up and running at home too, a technician will be dropping by. After you order, you'll receive an e-mail with more information about this! We'll send you another confirmation by text message two days beforehand. And on the day itself, we'll call you half an hour before the technician rings your doorbell.


TV everywhere

What does "TV everywhere" mean?

With TV everywhere you can enjoy your favourite programs, without a decoder! You watch TV via the Proximus TV app and via the web version. That’s why we call it TV everywhere: on all your screens and wherever you are. You get access to the 23 most popular national channels + regional channels + radio stations. You don’t need to watch ‘live’, because TV Replay is also included, which means you can go back in your TV guide for 36h. Recording is not possible. Also the TV options are not available for now.

Which channels are included in TV everywhere?

With the Proximus TV app, you have access to the 23 most popular national channels, regional channels, and most radio stations.

  • National channels: VTM, Eén, Canvas, Q2, Caz, Ketnet, VIER, VIJF, ZES, Vitaya, VTM KIDS, VTM KIDS JR (NL) La Une, La Deux, La Trois, Plug RTL, Club RTL, RTL-TVi, AB3, TF1, ABXplore, TV5 Monde (FR) and BRF (DE).
  • 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, Canal C, Canal Zoom, No Tele, RTC Liège, Télé MB, Télé Sambre, Védia, TV Com, TV Lux, and Matélé.
    Do you live in Flanders? Then the channels you get will depend on the region you live in.
    Do you live in Wallonia? Then you get all the Walloon regional channels.
    Do you live in Brussels? Then you get not only the Brussels regional channels, but also all Walloon regional channels.
  • Radio stations: Bel RTL*, 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.

How can I watch Proximus TV via the app?
  1. First of all, a technician needs to come and install Epic combo in your home.
  2. Download the Proximus TV app in your App Store.
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  3. Open the app while you're connected to the Internet (Wi-Fi, 3G, 4G, etc.) in Belgium or the EU; if you're using Wi-Fi, the app may ask you to set your location to be sure that you are not on the other side of the world ;-)
  4. Log in with your MyProximus or Epic administrator account
    • If you have a MyProximus or Epic account from before, dig it up! Can't find it anymore? Recover your login data now. You must be the administrator, however, so ask for the details of that person or become the administrator yourself
    • Don't have an account yet? Then create one! Click this link and follow the instructions!
      Once you've entered a few details, you have to "prove" that you are who you say you are ;-) Choose how you want to do this - using your bill or your mobile number. If you register with your bill, you'll immediately become the administrator of the account. If you choose the method via a mobile number, you'll become the administrator in a second step
    • Problems logging in to the Proximus TV app? Don't give up or get all worked up - contact us quickly via Facebook Messenger!
    • Another problem with the Proximus TV app? Check out more FAQs!
How can I watch Proximus TV via the website?

It's super simple. Surf to www.proximustv.be, log in and immediately benefit from your favorite programs! Tip: don't do this via Google Chrome, choose another browser.

So, how do you log in? You have to log in with a MyProximus or Epic administrator account:

  • If you have a MyProximus or Epic account from before, dig it up! Can't find it anymore? You can recover your login data now. You must be the administrator, however, so ask for the details of that person or become the administrator yourself
  • Don't have an account yet? Then create one now! Once you've entered a few details, you have to "prove" that you are who you say you are ;-) Choose how you want to do this - using your bill or your mobile number. If you register with your bill, you'll immediately become the administrator of the account. If you choose the method via a mobile number, you'll become the administrator in a second step
  • Problems logging in to www.proximustv.be? Don't give up or get all worked up - contact us quickly via Facebook Messenger!
  • Another problem with the Proximus TV app? Check out more FAQs!
How can I watch Netflix or Proximus TV on my TV screen?

Once you can log in to the Netflix or Proximus TV app/web version it's easy to receive your programs on your TV as well, even without a decoder. There are several options:

Smartphone --> TV
  • via Chromecast: a small device that you plug into your TV so that you can transfer the images from your smartphone to the TV with one click. Need more information?
  • via the specific streaming function of your Smart TV (the Proximus TV app doesn't come directly on your Smart TV but Netflix does, for example)
Laptop --> TV

A bit old school, but oh so reliable: run an HDMI cable from your laptop to your TV, and it's sorted!

On how many devices can I install the Proximus TV app?

You can install the Proximus TV app on maximum 5 devices (smartphone/tablet) with the same account. But you can watch on maximum two devices simultaneously. So, you'll just have to huddle together ;-)

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!

So, I can't watch adult-only programs with the Proximus TV app?

Sure you can. But, indeed, a parental control is set on the app by default! Luckily, we weren't so inventive with the security code, which is simply 1234. Want to remove or adapt this parental control? You can do this in the settings of the Proximus TV app. If you already set another PIN code for this and have forgotten it, call our helpful computer voice on 0800 99 696.

I currently pay for Netflix via Proximus. Can I continue doing so?

Yes, if you already had a Netflix subscription with Tuttimus, for example, but switch to Epic combo, your Netflix subscription will simply continue to appear on your bill! Are you a new customer? In that case, you can't have Netflix put on your Proximus bill and you'll have to choose another payment method!


Generalities

I already have a mobile/pack from Proximus (with TV, Internet and/or fixed telephony). Can I switch to an Epic subscription?

Sure thing! We'll do the switch at no extra cost.

  • Do you already have a Proximus SIM card? Then wait until you receive the activation text message, and you're good to go. Are you switching from another provider? Then you'll receive the new epic SIM card as soon as possible in the post, or immediately in a Proximus Center!
    Note, however, that your Epic subscription no longer falls under a Tuttimus or Minimus pack, so you'll lose your "pack advantages", such as free calls to each other or doubling of data.
  • Do you already have Proximus Internet? That's handy, because it means we don't have to come and install it.
  • Do you already have Proximus TV at home? Then your decoder will be set to non-active because you don't need it with Epic combo (unless someone else in your family still has another TV product from Proximus of course) and via the app you'll only have access to the 23 most popular channels (link to list above).

Want more details? Let us know via Messenger!

I'm currently with another provider for my Internet/TV. What should I do?

Does your Internet or TV have to be switched? For this, there's a procedure called "Easy Switch", so that's promising!

  • With your current operator, you'll find an "Easy Switch ID" on your bill or via the digital customer zone.
  • Enter this number when you order Epic combo online, or provide it to the Proximus agent who helps you.
  • After that, you must give us authorization to switch your subscription from the other operator to us.
  • We'll contact your previous provider and arrange everything. And that's that!
I currently have a mobile subscription from another provider. What should I do?

We'll take care of everything! Simply order an Epic subscription via our web shop and we'll contact your current provider for the switch. We'll send you a new SIM card by post, and after you receive the activation text message, your new mobile subscription is ready to go! You can keep your current number of course. A technician will then come by to install the Internet.

What can you do with the Epic app?

With the Proximus Epic app, you can check your usage, view and pay your bills, and you'll occasionally receive epic extras such as free data! You can download the Epic app 48 hours after you become an Epic customer. Is the app acting weird? Remove and install it again - that should solve the problem. Download it now

What about my privacy settings?

We respect your wishes. You can change your privacy settings (GDPR) via our Proximus Epic app

What's so special about an Epic subscription?

Epic is a new subscription. It's much more than merely a price plan. We offer unlimited data for social media, music and video apps that studies show to be the most popular among young people. But there's more: Download the Epic app asap and enjoy Epic gifts regularly! We're also super transparent and accessible. Just send us a message via Facebook Messenger, with feedback or questions, and we'll help you immediately.

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