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Is your bill higher than normal?

You've received your first bill or payment statement and it’s higher than the announced amount? Or you've been a customer for some time and your monthly bill or payment statement is higher than normal? Find out which situation applies to you.

A new subscription or an additional option?

As a new customer, you receive your first bill or payment statement, or as an existing customer, you opted for an additional product.

  • If you opt for a new product or subscription, installation fees may apply in some cases. You will find them under one-time charges: see an example on a bill or payment statement.
  • A subscription or product is billed per month. But if you order a new product during the course of the month, part of that month will be taken into account.
    For example:
    • You order a new subscription or an additional option which becomes effective on 20 April.
    • In May, you receive a bill or payment statement which contains your subscription costs from 1 May through 31 May, but also from 20 April through 30 April.
    • In June, you receive the bill or payment statement for 1 June through 30 June.
Timeline for a new subscription or an extra option

After that, your subsequent bills or payment statements are limited to one month (unless you change your products) and clearly show the expected subscription fee. You can view and compare your bills or payment statements online.
Want to know if your products are adapted to your usage profile? After a few months, check our recommendations on MyProximus, only via the website.

An old subscription cancelled for a new one?

As an existing customer, you cancelled a product or subscription and exchanged it for a new product or subscription.

  • If you opt for another product or subscription, installation fees may apply in some cases. You will find them under one-time charges: see an example on a bill or payment statement.
  • A subscription or product is billed per month. But if you change your product during the course of the month, the subscription of the new product will be taken into account for that part of the month. For the old product, you will receive a refund for this period.
    For example:
    • You change your subscription: the change becomes effective on 20 April.
    • In May, you receive a bill or payment statement which contains the costs of your new subscription: from 1 May through 31 May, but also from 20 April through 30 April.
    • The costs of your old subscription are deducted for the period 20 to 30 April. This is done on the bill or payment statement of May, but can also be done in June.
    • In June, you receive the bill or payment statement for 1 June through 30 June.
Timeline for a new subscription or an extra option

After that, your subsequent bills or payment statements are limited to one month (unless you change your products) and clearly show the expected subscription fee. You can view and compare your bills or payment statements online.
Want to know if your products are adapted to your usage profile? After a few months, check our recommendations on MyProximus, only via the website.

Subscription is OK, but usage is suddenly higher?

If, during the past month, you didn't change your subscription or take a new product, it means that you incurred costs by calling, texting, surfing or watching TV.

  • Extra usage: Your subscription, bundle, or pack includes a limited number of call minutes, texts and data. If you exceed that limit or make a purchase (e.g. rent a movie), these costs will be charged on your bill or payment statement. You will find them under usage: see an example on a bill or payment statement.
    How can you avoid such costs? During the ongoing month, keep track of your usage in MyProximus and try to stay within your bundle limit. Or, if you exceed your data volume, purchase extra data.
  • Calling during the day, making international calls, and calling from abroad, etc. Some costs are not included in your subscription, bundle, or pack: e.g. calling during the day, making international calls from Belgium, or calling and surfing outside the EU (roaming). You will find them under usage: see an example a bill or payment statement.
    How can you avoid such costs? Try to call in the evening or take out an option for cheaper international calls or roaming outside the EU. Or you can block such calls on your mobile phone.
  • Pay-for numbers and text messages, purchases, etc. Have you voted for your favorite artist? Or purchased a parking ticket or app with your mobile phone? The costs of this can be found under Services delivered by third parties: see an example on a bill or payment statement.
    How can you avoid such costs? Set a limit for mobile payments or block pay-for numbers and stop pay-for text messages.

With MyProximus, you can keep track of your usage during the ongoing month. You can also view and compare your bills or payment statements online. Want to know if your products are adapted to your usage profile? Check our recommendations on MyProximus, only via the website.

Another reason?

No new products? Consistent usage? In that case, your higher amount is probably due to the following:

  • Did you pay too late last time? Then you may have to pay for reminder fees. You will find them under one-time charges: see an example on a bill or payment statement.
  • Has the price of your subscription changed? If Proximus increases your subscription fee, you will be notified in advance by e-mail, text message, and via your bill or payment statement. You then have the right to cancel or change your subscription.
  • Is the subscription fee too high for your budget? Check whether you are entitled to the social rate.

If none of the above situations applies to you, you can dispute the amount. But don't forget that reminder fees will be if you don't pay on time.

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