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Is your bill higher than normal?

Is your bill higher than usual?
To understand why and help you pay less, we need to know more about your situation: Are you a private customer or a business customer? Click the button that corresponds to your situation.

  • Residential customer
  • Business customer

Did you order a new product recently?


Are you a new customer or have you ordered a new product, subscription or option in the past two months? Click the button that corresponds to your situation.

  • I am a new customer, or I have a new product
  • No, no new product in the past two months
Show all options

I am a new customer, or I ordered a new product


In some cases, installation charges apply for a new product or subscription.

On your bill, you will find them under One-time charges.

Do these charges appear on your bill?

Installation charges are billed only once


Do the installation charges explain the amount of the bill? Good news, they are one-time charges. Next month, the bill will return to normal.

Does this explain the amount of the bill?

Does my new product replace an old one?


  • Are you a new customer and did you receive your first bill? Click New product.
  • Are you an existing customer and did you opt for a new product? Click New product.
  • Are you an existing customer and did you cancel a product to replace it with a new one? Click Change of product.
  • New product
  • Change of product
Show all options

You have a new product, subscription or option

A subscription or product is billed per calendar month.

But if you order a new product during the course of a month, part of that month will also be taken into account.

For example:

  • You order a new subscription or extra option which becomes effective on 20 April.
  • In May, you receive a bill or payment statement. It mentions your subscription from 1 to 31 May, but also from 20 to 30 April.
  • In June, you receive a bill or payment statement for the period 1 to 30 June.

Is your bill higher than normal? You've received your first bill or payment statement and it’s higher than the announced amount?
Timeline for a new subscription or an extra option

Are you in this situation? Is the subscription period longer than one month?

You have a new product which replaces another one

A subscription or product is billed per calendar month.

But if you change your product during the course of a month, the subscription of the new product for part of that month will also be taken into account. For the old product, the amount corresponding to that period will be reimbursed.
For example:

  • You change your subscription. The change becomes effective on 20 April.
  • In May, you receive a bill or payment statement. It mentions the fees of your new subscription: from 1 to 31 May, but also from 20 to 30 April.
  • The fees of your old subscription are deducted for the period 20 to 30 April. This deduction is made on your bill or payment statement of May, but can also appear on that of June.
  • In June, you receive the bill or payment statement for the period 1 to 30 June.

Is your bill higher than normal? You've received your first bill or payment statement and it’s higher than the announced amount?
Timeline for a new subscription or an extra option

Does that explain the amount of the invoice?

 

Your invoice will now be for one month only


From next month, your subsequent invoices or statements will be limited to one month (unless your products are adapted) and will clearly display the expected subscription amount.

Does that explain the amount of the invoice?

Check your bundle


In many cases, charges are due to calls, texts, data or TV.
Your subscription, bundle or pack contains a certain number of call minutes, texts, and data.
Beyond this number, or in case of a purchase (e.g. a movie rental), the amount concerned is indicated on your bill or payment statement.

You will find them on your bill under Usage.

Is your bill higher than normal? You've received your first bill or payment statement and it’s higher than the announced amount?

Does this explain the amount of the invoice?

Our tips for controlling your costs


Track your usage for the ongoing month in MyProximus and try to stay within your bundle.

You can also opt for extra data in case you go over your data allowance.

Finally, you can change your bundle, switch to Full Control, or choose a specific option.

Does that explain the amount of the invoice?

Beware of out-of-bundle charges!


Calls made during the day, international calls, calls made abroad: certain charges are not included in your subscription, bundle, or pack.
For example, calls made during the day, international calls from Belgium, and calls or data outside of the EU (roaming). You will find them on your bill under the Usage section.

Is your bill higher than normal? You've received your first bill or payment statement and it’s higher than the announced amount?

Does this explain the amount of the invoice?

 

You have out-of-bundle charges


How do you avoid these charges? Preferably, call in the evening or buy an option for calling for less while abroad or for roaming outside the EU. You can also block these calls on your mobile phone.

Does that explain the amount of the invoice?

Monitor services provided by third parties


These are premium numbers, premium texts, purchases, etc. Did you vote for your favorite artist via televoting? Or buy a parking ticket or app with your mobile phone?

You will find them on your bill under Services provided by third parties.

Does that explain the amount of the invoice?

How do you avoid charges relating to third-party services?


You can limit charges relating to third-party services by: Finally, you can contest an amount directly at the provider of the third-party service.

Does that explain the amount of the invoice?

Could there be another reason for your high bill?


No new products? Your usage is constant? The higher amount could be due to one of the following reasons:
  • Did you pay too late the last time? You may have to pay 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 the price of your subscription increases, Proximus informs you in advance by e-mail, text, or via your bill or payment statement. You have the right to cancel or change your subscription.
  • Is the subscription price too high for your budget? Check whether you are eligible for the social rate.

If you don't think the situations above apply to you, you can contest the amount.

But don't forget that reminder fees will be billed if you don't pay on time.

Is it clear now? Last bit of advice!


In future, keep track of your usage for the ongoing month on the MyProximus app or the MyProximus website..

Did you order a new product recently?


Are you a new customer or have you ordered a new product, subscription or option in the past two months? Click the button that corresponds to your situation.

  • I am a new customer, or I have a new product
  • No, no new product in the past two months
Show all options

I am a new customer, or I ordered a new product


In some cases, installation charges apply for a new product or subscription.

On your bill, you will find them under One-time charges.

Do these charges appear on your bill?

Installation charges are billed only once


Do the installation charges explain the amount of the bill? Good news, they are one-time charges. Next month, the bill will return to normal.

Does this explain the amount of the bill?

Does my new product replace an old one?


Are you a new customer and did you receive your first bill? Click New product.

Are you an existing customer and did you opt for a new product? Click New product.

Are you an existing customer and did you cancel a product to replace it with a new one? Click Change of product.

  • New product
  • Change of product
Show all options

You have a new product, subscription or option

A subscription or product is billed per calendar month. But if you order a new product during the course of a month, part of that month will also be taken into account.
For example:
  • You order a new subscription or extra option which becomes effective on 20 April.
  • In May, you receive a bill or payment statement. It mentions your subscription from 1 to 31 May, but also from 20 to 30 April.
  • In June, you receive a bill or payment statement for the period 1 to 30 June.

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.
 

Is your bill higher than normal? You've received your first bill or payment statement and it’s higher than the announced amount?
Timeline for a new subscription or an extra option

Are you in this situation? Is the subscription period longer than one month?

You have a new product which replaces another one

A subscription or product is billed per calendar month. But if you change your product during the course of a month, the subscription of the new product for part of that month will also be taken into account. For the old product, the amount corresponding to that period will be reimbursed.
For example:
  • You change your subscription. The change becomes effective on 20 April.
  • In May, you receive a bill or payment statement. It mentions the fees of your new subscription: from 1 to 31 May, but also from 20 to 30 April.
  • The fees of your old subscription are deducted for the period 20 to 30 April. This deduction is made on your bill or payment statement of May, but can also appear on that of June.
  • In June, you receive the bill or payment statement for the period 1 to 30 June.

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.

Is your bill higher than normal? You've received your first bill or payment statement and it’s higher than the announced amount?
Timeline for a new subscription or an extra option

Does that explain the amount of the invoice?

Do you understand why your bill is too high?


We also advise you to track your consumption on our MyProximus app or MyProximus website to avoid any unpleasant surprises.

Does that explain the amount of the invoice?

Check your bundle


In many cases, charges are due to calls, texts, data or TV.
Your subscription, bundle or pack contains a certain number of call minutes, texts, and data. Beyond this number, or in case of a purchase (e.g. a movie rental), the amount concerned is indicated on your bill or payment statement. You will find them on your bill under Usage.

Is your bill higher than normal? You've received your first bill or payment statement and it’s higher than the announced amount?

Does this explain the amount of the invoice?

You have exceeded your bundle


Monitor your consumption for the current month in MyProximus and try to stick to your plan. Or opt for an additional internet volume if your internet volume is exceeded.

Does that explain the amount of the invoice?

Beware of out-of-bundle charges!


Calls made during the day, international calls, calls made abroad: certain charges are not included in your subscription, bundle, or pack.
For example, calls made during the day, international calls from Belgium, and calls or data outside of the EU (roaming). You will find them on your bill under the Usage section.

Is your bill higher than normal? You've received your first bill or payment statement and it’s higher than the announced amount?

Does this explain the amount of the invoice?

 

You have out-of-bundle charges


How do you avoid these charges? Preferably, call in the evening or buy an option for calling for less while abroad or for roaming outside the EU. You can also block these calls on your mobile phone.

Does that explain the amount of the invoice?

Monitor services provided by third parties


These are premium numbers, premium texts, purchases, etc. Did you vote for your favorite artist via televoting? Or buy a parking ticket or app with your mobile phone?

You will find them on your bill under Services provided by third parties.

Does that explain the amount of the invoice?

How do you avoid charges relating to third-party services?


You can limit charges relating to third-party services by: fixing a limit for mobile payments; blocking premium numbers and stopping premium texts. Finally, you can contest an amount directly at the provider of the third-party service.

Does that explain the amount of the invoice?

Could there be another reason for your high bill?


No new products? Your usage is constant? The higher amount could be due to one of the following reasons:
  • Did you pay too late the last time? You may have to pay 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 the price of your subscription increases, Proximus informs you in advance by e-mail, text, or via your bill or payment statement. You have the right to cancel or change your subscription.
  • Is the subscription price too high for your budget? Check whether you are eligible for the social rate.

If you don't think the situations above apply to you, you can contest the amount.

But don't forget that reminder fees will be billed if you don't pay on time.

Is it clear now? Last bit of advice!


In future, keep track of your usage for the ongoing month on the MyProximus app or the MyProximus website.

Did you find this helpful?

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