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Replace, repair or return a device

Faulty device, canceled your subscription, renounce a purchase or want to recycle your old mobile or tablet? In all these cases you will need to return your device. Choose the situation that applies to you below, and view how you can return your device.

  • Your device is faulty
  • You have cancelled your subscription
  • You have changed your mind after a purchase
  • We offer you a more recent device
  • You want to recycle your old mobile or tablet

Which device has a problem?


  • Decoder
  • B-box modem
  • Mobile phone
  • Mobile Coverage Extender
  • Other device
Show all options

Subscription terminated. What device do you have?


For which of these devices did you terminate your subscription?

  • Decoder
  • Modem
  • Mobile phone
  • Mobile Coverage Extender
  • Other device
Show all options

Problem with a decoder. What to do?


Can't watch TV or record anymore?

  1. First, check that the decoder still works.
  2. It doesn't work? Contact us.

If your decoder is faulty, your new decoder will be delivered to your home or in a pickup point. Our technical service will let you know which solution is possible for you.

  • Home delivery
  • Delivery at pick-up point
Show all options

Problem with a modem. What to do?


Can't surf the Internet and watch TV anymore?

  1. First, read our tips. They may help you to find the solution yourself. It's faster!
  2. It doesn't work? Contact us.

If your decoder is defective, you will receive a new one. If your fiber modem is no longer working, a technician will come to your home.

Our customer service will tell you which solution is possible for your address: delivery at the pick-up point or at home.

  • Home delivery
  • Delivery at pick-up point
Show all options

Problem with a Mobile Coverage Extender. What to do?


Having problems with your Mobile Coverage Extender? In that case, try one of these solutions first.

  1. It doesn't work? Contact us.
  2. Choose a UPS pickup point from which you would like to pick up the new Mobile Coverage Extender. You can also track the delivery of your Mobile Coverage Extender
  3. You will receive a text message as soon as your new device is available for collection from the UPS pickup point. If you call before 7 p.m. (Monday to Thursday), your device will usually be ready for collection the next day.
  4. Put all your devices in a cardboard box, including the power cable but without other accessories, along with the document ‘List of items to be returned’. Seal the cardboard box and affix the return label to it.
  5. Go to the UPS pickup point to pick up your new Mobile Coverage Extender and hand in the package. Be sure to take your identity document with you.
  6. Install the new Mobile Coverage Extender with the help of the supplied instructions. You can reuse the cables (except the power cable) without any problems.

Do you have another device to return?

Problem with another device. What to do?


You purchased the device

Is a device you rent from a Proximus reseller defective or broken, e.g. your remote , PLC adapter, Wi-Fi Booster, Wi-Fi Bridge, SwipeBox or fixed phone? We will send you a replacement device.

  1. Bring your device (without cables or accessories) to a Proximus point of sale near you and ask a salesperson for advice.
  2. If the device is still under warranty, we will replace it without charge. Your receipt or purchase invoice serves as your warranty document. If it is no longer under warranty or you have lost the device, receipt or purchase invoice, you will need to buy a new device.
  3. Install the new device with the help of the supplied instructions.
You rent the device

Is a device you rent from a Proximus reseller defective or broken, e.g. your remote , PLC adapter, Wi-Fi Booster, Wi-Fi Bridge, SwipeBox or fixed phone? We will send you a replacement device.

Remote control, Wi-Fi Booster or Wi-Fi Bridge
  1. Contact us.
  2. Choose a bpost near you from which you would like to pick up your device. If you call before 10 p.m. (Monday to Friday), your device can usually be delivered the next day.
  3. You will receive a text message as soon as your new device is available and a confirmation e-mail which allows you to track the delivery of your device. The old device can be returned immediately or later. If you bring it back immediately, make sure it is labeled as described in the return procedure below.
  4. Go to the bpost near you and pick up your device.
  5. Install your Wi-Fi Booster or Wi-Fi Bridge. If you've received a remote control, don't forget to make it universal.
  6. Print out the label you've received via e-mail (or post) to return your device. If it's mentioned that your device is no longer of value to us, no label is attached to the e-mail. In this case, you can keep your device or return it to a container park.

    Can't find or print out the label? Simply show the digital barcode in MyProximus (tap your profile icon on the upper left and Orders in the MyProximus app) when you go to a bpost near you. Note: Currently this is only possible at bpost, not in Kariboo points. Also note that returns will not be accepted in bpost Cubees.
  7. Put all your devices in a cardboard box without other accessories and affix the label to it.
  8. Go to a bpost near you and hand in the package for free as soon as possible.
PLC adapters, Swipebox or Fixed phone
  1. Contact us.
  2. Choose a UPS pickup point from which you would like to pick up the new device.
  3. You will receive a text message as soon as your new device is available for collection from the UPS pickup point. If you call before 7 p.m. (Monday to Thursday), your device will usually be ready for collection the next day.
  4. Install your PLC adapters, Swipebox or Fixed phone.
  5. Put all your devices in a cardboard box, including the power cable but without other accessories, along with the document ‘List of items to be returned’. Seal the cardboard box and affix the return label to it.You must return the old device to receive a new one.
  6. Go to the UPS pickup point to pick up your new device and hand in the package. Be sure to take your identity document with you.
  7. Install the new device with the help of the supplied instructions.
You have received the device (TV, console, speaker) with another Proximus product
Did you receive a device as part of a joint action with the sale of a pack? For example a TV, a speaker or a console... If it is still under warranty, please follow the procedure below.

Not sure if you purchased or rent the device? Go to a Proximus point of sale.

Do you have another device to return?

Problem with a mobile. What to do?


Is the mobile phone or tablet you purchased or received from us faulty or broken? If the device is still under warranty, it will be repaired or replaced without charge.

  1. Do you have an insurance for your device?
    • If you have the Smartphone Omnium option, submit your claim through our customer service or online.
    • If you have a Lifeline insurance, submit your claim online on lifeline.be.
    • If you don't have any insurance, go to step 2.
  2. Back up your device to avoid losing your files.
  3. Delete your iCloud or Google account from your device.
    • For iCloud, follow the removal instructions provided by apple.com.
    • For Google, follow the removal instructions provided by google.com.
  4. Reset your device to avoid giving access to your personal information.
  5. Bring your mobile or tablet (without SIM card, but with battery and charger) to a Proximus point of sale near you and ask a salesperson for advice.
  6. The salesperson will submit a request for repair and send the device to our repair center. In the meantime you can have free use of a replacement device.
  7. If the device is still under warranty, we will repair or replace it without charge. Your receipt or purchase invoice serves as your warranty document.
    If your device is no longer under warranty, various scenarios are possible:
    • You want to have the faulty device repaired anyway. You will in that case receive an e-mail asking you to pay for the repair online.
    • You don't want to have the faulty device repaired but want to collect it from the point of sale. Please note that you will in this case need to pay the investigation and service charges. This is at least €40.
    • You don't want to have the faulty device repaired or collect it from the point of sale. In that case you won't need to pay anything, but you must relinquish your ownership of the device. The device will then become the repair center's property.
  8. You will receive a text message or e-mail as soon as your device is available for collection in the point of sale.
  9. If you have received a replacement device, repeat step 2, 3 and 4.
  10. Go to the point of sale to pick up your mobile phone or tablet. Be sure to take an identity document with you.

Do you have another device to return?

 

Subscription terminated. What to do with your decoder?


Have you terminated your subscription? In that case, follow these steps to return your decoder. Note: if you do not do this, you may be fined.

  1. Print out the label you've received via e-mail (or post) to return your decoder. If it's mentioned that your device is no longer of value to us, no label is attached to the e-mail. In this case, you can keep your device or return it to a container park.

    Can't find or print out the label? Simply show the digital barcode in MyProximus (tap your profile icon on the upper left and Orders in the MyProximus app) when you go to a bpost near you. Note: Currently this is only possible at bpost, not in Kariboo points. Also note that returns will not be accepted in bpost Cubees.
  2. Put all your devices in a cardboard box, including the power cable but without other accessories and affix the label to it. 
  3. Go to a bpost near you and hand in the package for free as soon as possible.

Do you want to order another product?

 

Subscription terminated. What to do with your modem?


Have you terminated your subscription? In that case, follow these steps to return your modem. Note: if you do not return your modem, you may be fined. Leave the fiber modem in place if you have one. 

  1. Print out the label you've received via e-mail (or post) to return your modem. If it's mentioned that your device is no longer of value to us, no label is attached to the e-mail. In this case, you can keep your device or return it to a container park.

    Can't find or print out the label? Simply show the digital barcode in MyProximus (tap your profile icon on the upper left and Orders in the MyProximus app) when you go to a bpost near you. Note: Currently this is only possible at bpost, not in Kariboo points. Also note that returns will not be accepted in bpost Cubees.
  2. Put all your devices in a cardboard box, including the power cable but without other accessories and affix the label to it. 
  3. Go to a bpost near you and hand in the package for free as soon as possible.

Do you want to order another product?

 

Subscription terminated. What to do with your Mobile Coverage Extender?


Have you terminated your subscription? In that case, follow these steps to return your Mobile Coverage Extender. Note: if you do not do this, you may be fined.

  1. Print out the label you've received via e-mail (or post) to return your Mobile Coverage Extender. If it's mentioned that your device is no longer of value to us, no label is attached to the e-mail. In this case, you can keep your device or return it to a container park.

    Can't find or print out the label? Simply show the digital barcode in MyProximus (tap your profile icon on the upper left and Orders in the MyProximus app) when you go to a bpost near you. Note: Currently this is only possible at bpost, not in Kariboo points. Also note that returns will not be accepted in bpost Cubees.
  2. Put all your devices in a cardboard box, including the power cable but without other accessories and affix the label to it. 
  3. Go to a bpost near you and hand in the package for free as soon as possible.

Do you want to order another product?

   .

Subscription terminated. What to do with your mobile?


Have you terminated your subscription? You don't need to return any devices you have purchased, but you may need to pay an early termination penalty.

Do you want to order another product?

  .

Subscription terminated. What to do with your device?


Have you terminated your subscription? You don't need to return any devices you have purchased, but you may need to pay an early termination penalty.

Are you renting the device?

  1. Print out the label you've received via e-mail (or post) to return your old device. If it's mentioned that your device is no longer of value to us, no label is attached to the mail. In this case, you can keep your device or return it to a container park.

    Can't find or print out the label? Simply show the digital barcode in MyProximus (tap your profile icon on the upper left and Orders in the MyProximus app) when you go to a bpost near you. Note: Currently this is only possible at bpost, not in Kariboo points. Also note that returns will not be accepted in bpost Cubees.
  2. Put all your devices in a cardboard box, iwithout other accessories and affix the label to it. 
  3. Go to a bpost near you and hand in the package for free as soon as possible.

Do you want to order another product?

You changed your mind after making a purchase online or over the telephone


If you are not satisfied with your purchase made online or over the telephone, you can return the product or cancel the service within 14 calendar days.

This cooling-off period starts on the day after the product is delivered or the day after the service is activated.

  1. Fill in the renunciation form (if you have only purchased a device and ordered it online) or contact our customer service (if you have also taken out a subscription or ordered it over the telephone).
  2. Print out the label you've received via e-mail (or post) to return your device. If it's mentioned that your device is no longer of value to us, no label is attached to the mail. In this case, you can keep your device or return it to a container park.

    Can't find or print out the label? Simply show the digital barcode in MyProximus (tap your profile icon on the upper left and Orders in the MyProximus app) when you go to a bpost near you. Note: Currently this is only possible at bpost, not in Kariboo points. Also note that returns will not be accepted in bpost Cubees.
  3. Put all your devices in a cardboard box, including the power cable but without other accessories and affix the label to it. 
  4. Go to a bpost near you and hand in the package for free as soon as possible.
  5. You will be refunded the amount of your purchase within 14 calendar days of us receiving your device or you canceling the service. The same method of payment will be used to refund you as you used to pay for your purchase.

However, if the device is damaged while being returned or you have already made use of the service, this will be deducted from the refund of your purchase price.

Click here to read the terms and conditions in detail.

If the product appears to be damaged or faulty on delivery, you can contact us either via this contact form or via our customer service.

Do you want to order another product?

You receive a more recent device from us


Has Proximus offered to exchange your device for a more recent model?  Follow these steps to return your old device.

  1. Contact our customer service.
  2. Choose a drop-off point from which you would like to pick up your new device.
  3. You will receive a text message as soon as your new device is available for collection from the drop-off point. If you call before 7 p.m. (Monday to Thursday), your device will be ready for collection the next day (except on Mondays).
  4. Go to the drop-off point to pick up your new device. Be sure to take an identity document and the old device with you.
  5. Install the new device with the help of the supplied instructions.

Do you want to order another product?

Decoder home delivery


Delivery of your new decoder
  1. Bpost delivers your new decoder. If you call before 10 p.m. (Monday to Friday), your decoder can usually be delivered the next day. You will receive a confirmation e-mail which allows you to track the delivery of your decoder. You will only need to return the old decoder afterwards. If you are not at home, you will receive a non-delivery notice in your mailbox with instructions on how to pick up the decoder.
  2. Install and activate the new decoder with the help of the supplied instructions. You can reuse the cables (except the power cable) and remote control without any problems.
Return your old decoder
  1. Print out the label you've received via e-mail (or post) to return your old decoder. If it's mentioned that your device is no longer of value to us, no label is attached to the mail. In this case, you can keep your device or return it to a container park.

    Can't find or print out the label? Simply show the digital barcode in MyProximus (tap your profile icon on the upper left and Orders in the MyProximus app) when you go to a bpost near you. Note: Currently this is only possible at bpost, not in Kariboo points. Also note that returns will not be accepted in bpost Cubees.
  2. Put all your devices in a cardboard box, including the power cable but without other accessories and affix the label to it. Be sure not to return the remote control!
  3. Go to a bpost near you and hand in the package for free as soon as possible.

Do you have another device to return?

Problem with your decoder. Delivery in a pick-up point


Your decoder is delivered by default in a bpost pickup point. If your decoder is exceptionally delivered to a UPS pickup point, our technical service will let you know.

  • Bpost pick-up point (by default)
  • UPS pick-up point (exception)
Show all options

Your modem by Home delivery


Delivery of your new modem
  1. Bpost delivers your new modem. If you call before 10 p.m. (Monday to Friday), your modem can usually be delivered the next day. You will receive a confirmation e-mail which allows you to track the delivery of your modem. You will only need to return the old modem afterwards. If you are not at home, you will receive a non-delivery notice in your mailbox with instructions on how to pick up the decoder.
  2. Install the new modem with the help of the supplied instructions. You can reuse the cables (except the power cable) without any problems.
  3. Do not forget to connect your devices to the Wi-Fi network, such your PC, tablet, mobile or wireless printer. Consult the manual of your device for more help.
Return your old modem
  1. Print out the label you've received via e-mail (or post) to return your old modem. If it's mentioned that your device is no longer of value to us, no label is attached to the mail. In this case, you can keep your device or return it to a container park.

    Can't find or print out the label? Simply show the digital barcode in MyProximus (tap your profile icon on the upper left and Orders in the MyProximus app) when you go to a bpost near you. Note: Currently this is only possible at bpost, not in Kariboo points. Also note that returns will not be accepted in bpost Cubees.
  2. Put all your devices in a cardboard box, including the power cable but without other accessories and affix the label to it. 
  3. Go to a bpost near you and hand in the package for free as soon as possible.

Do you have another device to return?

Problem with your modem. Delivery in a pick-up point


Your modem is delivered by default in a bpost pickup point. If your b-box modem is exceptionally delivered to a UPS pickup point, our technical service will let you know.

  • Bpost pick-up point
  • UPS pick-up point
Show all options

Bpost pick-up point (by default)


Pick-up your new decoder
  1. Choose a bpost near you from which you would like to pick up your decoder. If you call before 10 p.m. (Monday to Friday), your decoder can usually be delivered the next day.
  2. You will receive a text message as soon as your new decoder is available and a confirmation e-mail which allows you to track the delivery of your decoder. The old decoder can be returned immediately or later. If you bring it back immediately, make sure it is labeled as described in the return procedure below.
  3. Go to the bpost near you and pick up the decoder.
  4. Install and activate the new decoder with the help of the supplied instructions. You can reuse the cables (except the power cable) and remote control without any problems.
Return your old decoder
  1. Print out the label you've received via e-mail (or post) to return your old decoder. If it's mentioned that your device is no longer of value to us, no label is attached to the e-mail. In this case, you can keep your device or return it to a container park.

    Can't find or print out the label? Simply show the digital barcode in MyProximus (tap your profile icon on the upper left and Orders in the MyProximus app) when you go to a bpost near you. Note: Currently this is only possible at bpost, not in Kariboo points. Also note that returns will not be accepted in bpost Cubees.
  2. Put all your devices in a cardboard box, including the power cable but without other accessories and affix the label to it. 
  3. Go to a bpost near you and hand in the package for free as soon as possible.

Do you have another device to return?

UPS pick-up point (exception)


Note: You cannot choose to have your decoder delivered via UPS. Our technical service will inform you about this.

  1. Choose a UPS pickup point from which you would like to pick up your decoder. You can also track the delivery of your decoder.
  2. You will receive a text message as soon as your new decoder is available at the UPS pickup point. If you call before 7 p.m. (Monday to Thursday), your decoder will usually be ready for collection the next day.
  3. Put all your devices in a cardboard box, including the power cable but without other accessories, along with the document ‘List of items to be returned’. Seal the cardboard box and affix the return label to it. Be sure not to return the remote control. You must return the old decoder to receive a new one.
  4. Go to the UPS pickup point to pick up your new decoder and hand in the package. Be sure to take your identity document with you.
  5. Install and activate the new decoder with the help of the supplied instructions. You can reuse the cables (except the power cable) and remote control without any problems.

Do you have another device to return?

Bpost pickup point (by default)


Pick-up your new modem
  1. Choose a bpost near you from which you would like to pick up your modem. If you call before 10 p.m. (Monday to Friday), your modem can usually be delivered the next day.
  2. You will receive a text message as soon as your new modem is available and a confirmation e-mail which allows you to track the delivery of your modem. The old modem can be returned immediately or later. If you bring it back immediately, make sure it is labeled as described in the return procedure below.
  3. Go to the bpost near you and pick up the modem.
  4. Install the new modem with the help of the supplied instructions. You can reuse the cables (except the power cable) without any problems.
  5. Do not forget to connect your devices to the Wi-Fi network, such your PC, tablet, mobile or wireless printer. Consult the manual of your device for more help.
Return your old modem
  1. Print out the label you've received via e-mail (or post) to return your old modem. If it's mentioned that your device is no longer of value to us, no label is attached to the e-mail. In this case, you can keep your device or return it to a container park.

    Can't find or print out the label? Simply show the digital barcode in MyProximus (tap your profile icon on the upper left and Orders in the MyProximus app) when you go to a bpost near you. Note: Currently this is only possible at bpost, not in Kariboo points. Also note that returns will not be accepted in bpost Cubees.
  2. Put all your devices in a cardboard box, including the power cable but without other accessories and affix the label to it. 
  3. Go to a bpost near you and hand in the package for free as soon as possible.

Do you have another device to return?

UPS pickup point (exception)


Note: You cannot choose to have your modem delivered via UPS. Our technical service will inform you about this.

  1. Choose a UPS pickup point from which you would like to pick up your modem. You can also track the delivery of your modem.
  2. You will receive a text message as soon as your new modem is available at the UPS pickup point. If you call before 7 p.m. (Monday to Thursday), your decoder will usually be ready for collection the next day.
  3. Put all your devices in a cardboard box, including the power cable but without other accessories, along with the document ‘List of items to be returned’. Seal the cardboard box and affix the return label to it.You must return the old modem to receive a new one.
  4. Go to the UPS pickup point to pick up your new modem and hand in the package. Be sure to take your identity document with you.
  5. Install the new modem with the help of the supplied instructions. You can reuse the cables (except the power cable) without any problems.
  6. Do not forget to connect your devices to the Wi-Fi network, such your PC, tablet, mobile or wireless printer. Consult the manual of your device if you need more help.

Do you have another device to return?

You want to recycle your old mobile or tablet


As a Proximus or non-Proximus customer, you can return an old mobile or tablet for recycling. We will also accept devices that were purchased elsewhere or that no longer work. To do so, follow these steps:

  1. Determine the value of your old mobile or tablet. Even if your device has no value to us, you can still bring it in for recycling.
  2. Back up your device to avoid losing your files.
  3. Delete your iCloud or Google account from your device.
    • For iCloud, follow the removal instructions provided by apple.com.
    • For Google, follow the removal instructions provided by google.com.
  4. Reset your device to avoid giving access to your personal information.
  5. Bring your mobile or tablet to a Proximus Shop.
  6. Our sales person will confirm the value ask you to sign a property transfer document. If your device still has any value, you will receive a voucher that is valid for 6 months.

Your voucher can be gifted or used to a make a purchase from a Proximus shop or our online shop (only for smartphones without a subscription). You can use up to 5 vouchers per purchase. Purchases can only be made for private purposes (without VAT number).

Do you have another device to return?

Thank you for returning your device!


We hope you have found an answer to your question.


If you have received a new device and you have concerns, we suggest that you first follow our advice in case of a TV or internet problem or configure your mobile or tablet.

Thank you for your interest!


You can easily order a new pack, smartphone or equipment on our website www.proximus.be.

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