(Temporarily) cancel your mobile phone subscription

If you want to cancel your mobile phone subscription temporarily, you don’t have to pay for your subscription during the corresponding period. Your mobile phone number will be blocked for a period you choose.
You can also cancel your mobile phone subscription definitively, for instance, if you want to switch to a Pay&Go card or transfer to another operator

How to temporarily cancel your subscription?

Contact our customer service to temporarily cancel your mobile phone subscription free of charge for at least 1 week and up to 3 months. After this you can opt for a one-time extension for a maximum of 90 days.

As long as your subscription has been blocked, you don’t have to pay (unless your mobile phone subscription is in a Pack or unless you’re a business customer and have more than 5 mobile phones).

How to cancel your subscription to switch to Pay&Go?

Contact our customer service or go to a point of sale near you to fill in a conversion request. The switch will take effect within 2 weeks.

Until then you can simply continue to make calls with your current rate plan. As soon as the switch has been completed, you can top up your Pay&Go card. During the first 24 hours you can top up only via a top-up card.

How to cancel your subscription to transfer to another operator?

Cancel your mobile phone subscription online or contact our customer service. You can continue to make calls with our SIM card until your new operator has completed the transfer. (When can you start calling with your new rate plan?)

Until then it is still possible to cancel the number porting by contacting your new operator. After that you can become a customer with us again by filling in the conversion request form.

Do you have a subscription linked to a device?

Did you choose a mobile phone when you took out a subscription? If you cancel your contract, you have to pay back the residual value of your mobile phone.

How to cancel a subscription of a deceased?

Cancel the mobile subscription online, contact our customer service or go to a point of sale near you. Don't forget to mention the customer number, name, date of birth and address of the subscription holder. If you have received a power of attorney to execute the cancellation, the cancellation must be done at a point of sale.

Note: If you wish to keep the greeting on the deceased's voicemail, you should not cancel the subscription immediately. Contact our customer service so that they can explain the next steps.

Did that person use his or her mobile number to log in to certain websites? Don't forget to change their mobile number for MyProximus, WhatsApp, Facebook, Google, etc. to keep their personal data private.

The processing of your cancellation request takes at least 5 working days. If you have requested the cancellation at a point of sale, this will done immediately.

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