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Frequently asked questions about Epic

    Epic Combo

    Mobile

    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, Google Play Music, One World Radio-Tomorrowland, Audiomack and TikTok (new!).
    • The video apps are Netflix, YouTube, Twitch and the Proximus Pickx 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!

    Good question! In Belgium and in the EU, 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 and in the EU, 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?

    Your domestic rate plan is valid in the 27 EU countries (+ United Kingdom, Iceland, Liechtenstein and Norway ...), and you can use up your 40 GB with your Epic apps without paying for mobile data. But once you've used up your 40GB, your Internet speed for the apps will be lower in Belgium and in the EU, namely 512 Kbps. 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 and the unlimited texts.

    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!

    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.

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

    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!

    Sure you can! With your Epic combo, you can add one extra Epic video (maximum and only via our Messenger agents or in a point of sale). You can also, of course, add an unlimited number of other mobile products, such as Epic beats, Epic stories or a Mobilus.

    Internet

    Yes, of course! Your experience will be even better because your Internet speed is even higher with fiber, namely 120 Mbps for downloads and 20 Mbps upload with Epic combo "light TV experience" and even 350/30 with Epic combo "full TV experience". 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!

    "To get your Epic pack fully up and running at home too, a technician usually needs to drop by. After you order, you'll receive an e-mail with more information about this! If a visit from a technician is necessary, we'll send you an additional 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

    The main difference is of course in the TV component. The "light TV experience" is for people who don't necessarily need conventional TV and for whom watching TV via an app and via our Proximus Pickx website is enough. You simply pay for what you really need: the 23 most popular channels and there are no extra options or possibilities. Apart from that you of course also get 40 GB for the included video apps (YouTube, Netflix, the TV app and Twitch) The "full TV experience" is for true TV lovers.

    They also receive a decoder to watch TV directly on the big screen. They have access to more than 80 channels and can also add further options. What's more, we also give them a Shadow subscription as a gift. Shadow allows you to connect with a "super-computer" in the cloud. Through this computer you can then play games at a high level or run heavy programs. More info about Shadow.

    Certainly, you can rent two additional decoders for €6 per month per decoder. Do you have fiber at home? If so, you can even rent three additional decoders!

    Yes, you can! We have some really great TV options for you! You can view them and easily add them to your pack!

    With an Epic combo full TV experience you get more than 80 channels that you can watch, depending on the region in which you live. Take a quick look at themNew window!

    With light TV experience you can enjoy your favourite programs, without a decoder! You watch TV via the Proximus Pickx app and via the web version. 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.

    With the Proximus Pickx 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.

    1. First of all, a technician needs to come and install Epic combo in your home.
    2. Download the Proximus Pickx app in your App Store. Download Proximus Pickx App from the Apple App Store Download Proximus Pickx App from the Google Play Store
    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

    roblems logging in to the Proximus Pickx app? It might take up to 48h after the technician came by, before your account is activated, so you’ll need a little bit of patience; Still not fixed? Don't give up or get all worked up - contact us quickly via Facebook Messenger!

    Another problem with the Proximus Pickx app? Check out more FAQs!

    It's super simple. Surf to www.proximuspickx.beNew window, 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.proximuspickx.beNew window? It might take up to 48h after the technician came by, before your account is activated, so you’ll need a little bit of patience; Still not fixed? Don't give up or get all worked up - contact us quickly via Facebook Messenger!

    Another problem with the Proximus Pickx app? Check out more FAQs!

    Once you can log in to the Netflix or Proximus Pickx 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 Pickx 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!

    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. 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!

    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 Pickx app. If you already set another PIN code for this and have forgotten it, call our helpful computer voice on 0800 99 696.

    Yes, if you already had a Netflix subscription with for example Tuttimus, Flex and you switch to Epic combo ‘light experience”, your Netflix subscription will simply continue to appear on your bill! Are you a new customer of Epic combo ‘light experience’? In that case, you can't have Netflix put on your Proximus bill and you'll have to choose another payment method! If you opt for Epic combo "full TV experience" this can simply be charged to your telecom bill.

    Apple TV

    Sure thing! When you opt for an Epic combo pack with Apple TV, no regular decoder will be supplied anymore but you still have a Proximus Pickx (= TV) subscription where you have access to more than 80 channels. If the Pickx app didn't come installed automatically, you can download it yourself from the integrated app store on your screen.

    For the time being, it's not yet possible to record programs or use the "replay" feature with the Pickx app. Also, the "video on demand" catalog is not yet available. We're working hard on this right now.

    When you opt for an Epic combo pack with Apple TV, no regular decoder will be supplied anymore. Now, there are still quite a few differences between an Apple TV and a Proximus decoder. However, as soon as our latest Android decoder is ready, many of these differences will disappear.

    • With your decoder you have direct access to more than 80 channels, you can consult the TV guide and find your favorite programs by category, you can watch them both live and in catch-up mode or record them for later viewing. Netflix is also available directly on your decoder (if you have a Netflix subscription).
    • With an Apple TV, you can also access these 80 channels via the Proximus Pickx app, live or in catch-up mode (36u) but for the time being it's not yet possible to record them. Also, you can download all your favorite apps (Netflix, YouTube, Instagram, etc.) as there is an app store on your screen. You can operate the TV with the new remote control or with Siri. In addition, you can easily swipe the content of your iPhone to the big screen. In short, it's a completely different TV experience!

    A Google Chromecast connects to your TV via an HDMI cable, just like an Apple TV. This allows you to swipe/cast all content from your tablet or smartphone to the big screen. This is possible with both Android and Apple smartphones, while with Apple TV the focus is mainly on Apple devices. Both devices also allow you to operate the TV with your voice (with Google Assistant vs Siri) and both have versions that support 4K quality. 

    The big difference is that a Chromecast does not provide for an integrated app store to appear on your TV screen. So, you won't be able to download apps directly to your TV and will always need your smartphone. For gaming, too, you're better served with an Apple TV. In addition, the TV experience will also be different, comparable to an Android smartphone versus an Apple smartphone.

    A synonym for 4K is "Ultra HD". This is a resolution of 3,840 by 2,160 pixels. So Ultra HD is a very high resolution, four times higher than "Full HD", which has a resolution of 1,920 by 1,080 pixels. So the bottom line is that you get to see more pixels and therefore more details on your TV. This sharper reproduction of images means a better movie experience. To be able to enjoy this you'll also need 4K content (movies/series), a 4K television and a good Internet connection (bandwidth of at least 23 Mbps). 

    High Dynamic Range (HDR) makes the colors brighter and more realistic. Moreover, you'll see a lot more details. From the latest movie to your favorite series, everything becomes more vivid than ever.

    Yes, certainly! You can easily buy them online or later via your MyProximus app. You'll then find the purchased options in your Pickx app.  
    Three exceptions:

    • If you buy our Movies & Series option, you'll only be able to watch the related channel; it will not be possible to go to the movie catalog on your Apple TV. But you can do this via your smartphone (Pickx app) or via www.proximuspickx.beNew window.
    • Nor can the "Adult" TV option be watched on Apple TV due to Apple restrictions. This can only be done via a decoder!
    • It is not possible to buy a Netflix subscription via Proximus, unless you already have such a subscription running via your Proximus bill, in which case it can simply continue. You therefore have to buy a Netflix subscription through the Netflix website itself.

    Yes, if you are already an Epic combo full customer (with decoder), you also need to pay a one time fee of €69 and you’ll receive an Apple TV. You can easily fix this via our webshop. After that, it’s the purpose you stay our customer for 2 years, otherwise you’ll need to pay the remaining value of the Apple TV.

    "Airplay" makes it easy to swipe everything from your Apple devices to the big screen. This way you can move everything from your iPhone/iPad to your Apple TV with just one click. 
    Unfortunately, this is not automatically possible for Android smartphones, but you can install an extra app (e.g.  Mirroring360) that makes this kind of possible!

    Your recordings will be saved and can be watched via the website www.proximuspickx.beNew window and via the Pickx app. For the time being, it’s not yet possible to record programs or watch old recordings via your Apple TV. We're working hard on making this possible!

    You have two choices. Either you buy an Apple TV in combination with an Epic combo pack and pay a one-time amount of €69. If you're only interested in the Apple TV, because you want to use it as a "second decoder" for example, you can buy the product for €199,99.

    Yes! You get one year free access to Apple TV+ when you purchase an Apple TV. This gives you access to all "Apple Original" series and movies such as The Morning Show, Little America and Oprah's Book Club. You can also watch many other pay-for movies and series. Payment is done through Apple, not Proximus. After one year, this service will cost €4.99/month, which you also pay to Apple, not Proximus. More information about the offer is available on: https://www.apple.com/benl/apple-tv-plus/New window

    Yes, Apple TV supports several controllers that connect wirelessly to your Apple TV. Now it also supports the PlayStation DualShock 4 and the Xbox Wireless Controller with Bluetooth. You can also use your own Apple devices as controllers. This will make your gaming experience even more intense!

    You can easily install Apple TV yourself, so you don't need a technician to come by for this! We will send the Apple TV to you by post or you can pick it up in our Proximus shop. Connect the Apple TV to your TV screen with a HDMI cable and to the power outlet. Then connect to your Wi-Fi and you're ready to go. More info can be found here.
    The Epic combo pack also includes a fixed Internet line, so if you don't yet have a Proximus line, a technician will come by for this!

    Generalities

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

    • Do you already have Proximus TV at home? Great, in that case we don't need to drop by for the installation if you choose an Epic combo "full TV experience". Opting for an Epic combo "light TV experience"? In that case, your decoder will be set to non-active as you'll no longer need it with an Epic combo "light TV experience". Simply return the decoder, then you won't have to pay the rental charge for it anymore.
    • Do you already have Proximus Internet? That's handy, because it means we don't have to come and install it.

    Want more details? Let us know via Messenger!

    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!

    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 give you a new SIM card or will send one through the post and once you receive the activation text message, your new mobile subscription will be ready to go! You can keep your current number of course.

    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

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

    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.

    Epic beats & stories

    Epic is a new mobile subscription. It's much more than a simple price plan. Besides endless mobile data for social media and music apps, unlimited texts, 120 or even 300 call minutes, and 3 or 4 GB extra data for all other apps/browsing, you get a whole lot of extras. Download the Epic app asap for Epic extras such as Epic experiences, gifts and contests exclusively for Epic customers.

    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. Do you follow us on Instagram already?

    That depends entirely on how you use your mobile phone! If you use it mainly for social networking and music apps, which guzzle up all your mobile data, then Epic is for you. If you use it for other apps, you're better off with one of our Mobilus subscriptions.

    Our competitors also offer different possibilities, of course, but they're not as interesting as ours! ;-) Want a clear summary? Check out the comparison tool.

    Good question! You can transfer data at the maximum speed for all your Epic apps, until you reach 25 GB. After that, your Internet speed for these apps will be lowered, i.e. to 512 Kbps in Belgium and in the EU. 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. And did you know that you could listen to Spotify for over 625 before your 25 GB would have been used up?

    Within the 27 EU countries (+ United Kingdom, Iceland, Liechtenstein and Norway) you can continue using your national price plan. So you can keep on using your Epic apps without paying for mobile data. But there's a 25 GB limit. When you've used up those 25 GB, your Internet speed for these apps will be lowered, i.e. to 512 Kbps in Belgium and in the EU.

    The 3 or 4 GB you receive for all your other apps can also be used in the rest of the EU, just like the calling minutes and unlimited texts.

    Geography not your strong point? Look up the EU countries before you leave. For example, you may think Andorra, Monaco, San Marino, Switzerland and the Vatican City are in the EU, but they're not!

    Outside the EU you don't have free data for your social networking, music and video apps. And your stack of 3/4 GB and your call minutes are not valid there either. You'll 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

    Yep. If you need more data than your 3 or 4 GB in your bundle, you can buy 500 MB extra for just 5 euro. And it's valid for 31 days. You can activate it easily via the app. You can do this yourself, even when you’re not the one who pays the bill, but maybe ask the one who pays if it’s ok ;-)

    Of course! 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 to Proximus 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!

    Watch out if you currently have a Tuttimus or Minimus pack! In this pack a Mobilus subscription is included, but an Epic subscription is not:

    • The Epic subscription falls outside your pack. For your other Mobilus subscriptions, the pack advantages remain the same (such as free calls with each other, TV app data, the data and/or voice boost, etc.), but not for your Epic subscription. Fortunately, Epic is good enough without all those advantages!
    • If there are no other Mobilus subscriptions in your pack, we still have to do a switch. Your Tuttimus will change into a Familus plus Epic. You will lose a few advantages, such as the data boost and TV app data, but that's nothing compared to all the advantages you get with an Epic subscription.

    Want more details? Let us know via Messenger!
    There's also an Epic pack, so be sure to consider that as well!

    Have you got a contract with a combined subscription + smartphone? If so, you can switch without any problems. You will then pay for your Epic subscription, plus a DataPhone option. In other words, the same system as you have 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. If you're not sure, get in touch with us via Messenger!

    The easiest way is online. Need help? Contact us via Messenger or pop into a Proximus Center nearby.

    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 Center nearby. After you receive the activation text message, you can start your endless sharing.

    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, you're good to go! You can keep your current number of course.

    Of course! On this page, you can see which smartphones are currently available. 

    Of course! Imagine having to inform everyone you have a new number! ;-)

    Do you already have a Proximus SIM card? 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!

    Do you currently have a prepaid card or SIM card from another provider? No problem, we'll fix everything and you'll receive a new SIM card as quickly as possible, in the post or at a Proximus Center nearby. As soon as you receive the activation text message, you're good to go!

    The endless epic apps were selected based on research for the most used applications amongst millenials .

    The social networking apps are Instagram, Facebook, WhatsApp, Messenger, Pinterest, Twitter and Snapchat. You don't have to choose one because you get them all.

    By the way, the Facebook videos you watch in your wall are included. So even if you click on a video and end up in a Facebook video page, this is included in your endless data. But watch out: if you arrive on YouTube via Facebook, the mobile data is no longer free. That's because YouTube is not included in Epic stories or Epic beats. Big fan of Youtube? Check Epic combo.

    The music apps are Spotify, Apple Music, Deezer, SoundCloud, Google Play Music, Tomorrowland, Audiomack and TikTok (new!).

    When you listen to these apps, no data usage will be billed. With "endless listening" we mean that you don't have to pay for data. But that doesn't mean you now have a premium subscription for these services. You have to arrange that yourself.

    We can fix that for you via Facebook Messenger. Just let us know!

    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.

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