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Can't make or receive calls on your mobile?

Unable to make or receive calls on your mobile or smartphone? Often you can resolve the problem simply, without having to call our technical department.

Are you having trouble surfing? Check the settings for 4G or 3G


No incoming calls


 

Restart your device

Just like other electronical devices your mobile or smartphone may experience a problem now and again. Switch off your device for about 30 seconds and then switch it on again.

Check the network on your device

If you see the network symbol with sufficient signal strength (Symbol for signal strength on your mobile or smartphone) on your device, proceed to step 3. If you don't see the network symbol or if the signal strength is insufficient, follow the steps below:

  1. Check that airplane mode (Symbol for airplane mode) is switched off on your device by swiping up or down on your start screen.
  2. Configure your mobile or tablet to choose the Proximus network manually. Choose your device and select 'usage across the border' (also when you are in Belgium) for the right instructions.
  3. Is the signal strength insufficient (Symbol for insufficient signal strength)? Test your device in another location, preferably outdoors, where there is less chance of disruption.

Deactivate 'Do Not Disturb'

‘Do Not Disturb’ is often activated by accident (especially on iOS devices) and mutes the sound of calls, alerts and notifications when your device is locked. Follow the steps below to deactivate this function:

iOS

There are two ways to do this on iOS:

  • Swipe up or down on the start screen and tap on Symbol for 'Do Not Disturb' (moon).
  • Go to Settings and tap on Do Not Disturb. Move the slider beside Do Not Disturb to the left.
Need more help?

You will find more information about using ‘Do Not Disturb’ on your iPhone, iPad or iPod on www.apple.com.

Android
  1. Tap on Settings.
  2. Tap on Sounds. In various Android versions, this menu is also called Sounds & notifications or Sounds & vibrations.
  3. Tap on Do Not Disturb and switch off the function by moving the slider to the left or using the menu in the top right corner.

Deactivate call divert

Deactivate call divert, as this can cause your mobile to no longer ring or your calls to be immediately forwarded to voicemail or another number.

Do you have a Pay&Go top-up card? Check your validity

Check the validity on your Pay&Go card. If your Pay&Go card is no longer valid, you will need to buy a new card.

Check your SIM card

Test your SIM card in another device: If your SIM card works in another device, the problem lies with your device. Contact the manufacturer of your device or reset your device to factory settings. Please note: A reset may result in the loss of certain data or settings.

Does your SIM card not work in another device, have you had your SIM card longer than 4 years or your SIM card number does NOT start with "2100"? Exchange your SIM card free of charge in a point of sale.

Has the problem not been resolved? Contact us. We are there to help you.


No outgoing calls


 

Restart your device

A simple solution? Just like other electrical devices your mobile or smartphone may experience a problem now and again. Switch off your device for about 30 seconds and then switch it on again.

Check the network on your device

If you see the network symbol with sufficient signal strength (Symbol for signal strength on your mobile or smartphone) on your device, proceed to step 3. If you don't see the network symbol or if the signal strength is insufficient, follow the steps below:

  1. Check that airplane mode (Symbol for airplane mode) is switched off on your device by swiping up or down on your start screen.
  2. Configure your mobile or tablet to choose the Proximus network manually. Choose your device and select 'usage across the border' (also when you are in Belgium) for the right instructions.
  3. Is the signal strength insufficient (Symbol for insufficient signal strength)? Test your device in another location, preferably outdoors, where there is less chance of disruption.

Deactivate call barring

Deactivate call barring, because this may prevent you from being able to call any numbers at all or certain numbers (e.g. paying numbers, international numbers, etc.).

Are you abroad and have you activated a block for roaming? Ask the administrator of your subscription or your employer to contact our customer service.

Do you have a Pay&Go top-up card? Check your credit & validity

Check the calling credit & validity on your Pay&Go cardtop up your Pay&Go card in case of insufficient credit or buy a new one if your card is no longer valid.

Check your SIM card

Test your SIM card in another device: If your SIM card works in another device, the problem lies with your device. Contact the manufacturer of your device or reset your device to factory settings. Please note: A reset may result in the loss of certain data or settings.

Does your SIM card not work in another device, have you had your SIM card longer than 4 years or your SIM card number does NOT start with "2100"? Exchange your SIM card free of charge in a point of sale.

Has the problem not been resolved? Contact us. We are there to help you.

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