What happens if you don't pay on time?

Overlooking a bill or a payment statement: it happens. If you don’t pay on time, we send you a reminder. Take actions to avoid reminder fees. If you don’t, your telephone, TV or Internet may be disconnected or terminated.

How do we remind you?

Your bill or payment statement mentions the due date ("To be paid before…"). We must have the full payment by that date, unless you dispute an amount. If this is not the case, Proximus will send you one or several free reminders by text and/or e-mail.

  • If you receive such a text or e-mail, it means that you have not or not correctly paid your bill, or, in case of direct debit, that there were insufficient funds in your account.
  • If you don’t pay your bill despite the free text messages and e-mails, we will send you a reminder letter by post, with the related administrative costs.

You receive a reminder by e-mail, text or letter?

Pay as quickly as possible. You don't need to call us, even if our e-mail/text/letter and your payment have crossed each other.
Tip: opt for direct debit so that your bill or payment statement is always paid in time and correctly.

Your telephone, TV or Internet has been disconnected?

If you pay too late several times, if you don't pay, or if you don't pay your reminder fees, your telephone, TV or Internet access may be suspended. Pay as quickly as possible, so that your access can be restored. Proceed as follows:

  1. Verify the full outstanding amount (including reminder fees). Check this in your text message, e-mail or log in to view the outstanding amount.
  2. Pay the outstanding amount. Depending on your bank, this can take several days. Electronic payment goes faster than paper transfer forms.
  3. Let us know whether you have paid or not paid.
    • Via My Proximus, you can confirm your payment.
    • Telephone: enter your telephone number, select Bill, and then Confirm bill.

    A few hours after this confirmation, you will be able to call, watch TV, and surf again.
    However, if the promised payment is not on our account after three days, your telephone, TV or Internet service will again be suspended.

If you don't pay after your telephone, TV, or Internet have been disconnected, you will be considered in breach and the service will be definitively terminated.

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