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Replace or return a device

Is your device faulty? Have you terminated your subscription? Or have you changed your mind after making a purchase online?
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

Decoder

Decoder

Can't watch TV or record anymore? First, check that the decoder still works.

Call our technical service toll-free at 0800 55 800. 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
  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 trace 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.
  3. Print out the label you've received via e-mail to return your old decoder.
  4. Put the old decoder in a cardboard box along with the power cable, but without other accessories. Be sure not to return the remote control.
  5. Go to a bpost near you and hand in the package for free.
Delivery in a pickup 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 pickup point (by default)
  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 trace 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 step 5 and that you do not return the remote control.
  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.
  5. Print out the label you've received via e-mail to return your old decoder.
  6. Put the old decoder in a cardboard box along with the power cable, but without other accessories. Be sure not to return the remote control.
  7. Go to a bpost near you and hand in the package for free.
UPS pickup 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. Follow your package via the UPS website by entering your mobile number in the format 0032497123456.
  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 the old decoder in a cardboard box along with the power cable, but without other accessories. 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.
Are you a business customer?

Call the toll-free number 0800 55 500. Our technician will visit you on the same day to install and activate your new decoder. He will also take the old decoder with him and give you all the necessary information.

 

Modem

Modem

Can't surf the Internet any longer? First, check that the modem still works.

Call our technical service toll-free at 0800 55 800. If your modem is faulty, your new modem 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
  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 trace 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 modem.
  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. Print out the label you've received via e-mail to return your old modem.
  4. Put the old modem in a cardboard box along with the power cable, but without other accessories.
  5. Go to a bpost near you and hand in the package for free.
Delivery in a pickup point

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

Bpost pickup point (by default)
  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 trace 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 step 5 and that you only return the power cable.
  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. Print out the label you've received via e-mail to return your old modem.
  6. Put the old modem in a cardboard box along with the power cable, but without other accessories.
  7. Go to a bpost near you and hand in the package for free.
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. Follow your package via the UPS website by entering your mobile number in the format 0032497123456.
  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 the old modem in a cardboard box along with the power cable, but without other accessories. 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.
Are you a business customer?

Call the toll-free number 0800 55 500. Our technician will visit you on the same day to install and activate your new modem. He will also take the old modem with him and give you all the necessary information.

 

Mobile Coverage Extender

Mobile Coverage Extender

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

  1. Call our technical service toll-free at 0800 55 800.
  2. Choose a UPS pickup point from which you would like to pick up the new 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 the old Mobile Coverage Extender in a cardboard box along with the power cable, but without other accesories.
  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.
Are you a business customer?

Call the toll-free number 0800 55 500. Our technician will visit you on the same day to install and activate your new Mobile Coverage Extender. He will also take the old device with him and give you all the necessary information.

 

Mobile phone or tablet

Mobile phone or tablet

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. 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.
  3. 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.
    Don't forget to deactivate the security options of your faulty device before handing it in, e.g. Find My Mobile (Samsung) or Find My iPhone (Apple).
  4. 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.
  5. You will receive a text message or e-mail as soon as your device is available for collection in the point of sale.
  6. Go to the point of sale to pick up your mobile phone or tablet. Be sure to take an identity document with you.
In case of a repair, all data on your device will be deleted.

If possible, try to back up all your files beforehand, for example, by configuring Proximus Cloud , OneDrive for Business or the cloud platform of your device ((iCloud, Google Drive or Windows Cloud).

 

Another Device

Another device

Is a device you purchased or rent from us faulty or broken, e.g. your PLC Adapter, Wi-Fi Bridge, SwipeBox or telephone? If you have purchased the device and it is still under warranty, it will be replaced without charge. If you rent the device, we will send you a replacement device.

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

You purchased the 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
  1. Call our technical service toll-free at 0800 55 800.
  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. Put the old device in a cardboard box. You must return the old device to receive a new one.
  5. 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.
  6. Install the new device with the help of the supplied instructions.
Are you a business customer?

Call the toll-free number 0800 55 500. Our technician will visit you on the same day to install and activate your new device. He will also take the old device with him and give you all the necessary information.

You have terminated your subscription

Decoder

Decoder

Have you terminated your subscription? In that case, follow these steps to return your decoder.

  1. After you have terminated your subscription, you will receive the documents (by e-mail or post) with which you can return your decoder free of charge.
    Have you still not received these documents after two days? Or have you lost them? In that case, contact our customer service.
  2. Put the decoder in a cardboard box along with the document "List of items to be returned".
  3. Seal the cardboard box and affix the following document to it: "Proximus returned equipment".
  4. Hand in the package within 14 days in a bpost near you.
    Please note that if you don't do so you may be fined.
Are you a business customer?

Call the toll-free number 0800 55 500. Our technician will visit you on the same day to pick up your device.

 

Modem

Modem

Have you terminated your subscription? In that case, follow these steps to return your modem.

  1. After you have terminated your subscription, you will receive the documents (by e-mail or post) with which you can return your modem free of charge.
    Have you still not received these documents after two days? Or have you lost them? In that case, contact our customer service.
  2. Put the modem in a cardboard box along with the document "List of items to be returned".
  3. Seal the cardboard box and affix the following document to it: "Proximus returned equipment".
  4. Hand in the package within 14 days in a bpost near you.
    Please note that if you don't do so you may be fined.
Are you a business customer?

Call the toll-free number 0800 55 500. Our technician will visit you on the same day to pick up your device.

 

Mobile Coverage Extender

Mobile Coverage Extender

Have you terminated your subscription? In that case, follow these steps to return your Mobile Coverage Extender.

  1. After you have terminated your subscription, you will receive the documents (by e-mail or post) with which you can return your Mobile Coverage Extender free of charge.
    Have you still not received these documents after two days? Or have you lost them? In that case, contact our customer service.
  2. Put the device in a cardboard box along with the document "List of items to be returned".
  3. Seal the cardboard box and affix the following document to it: "Proximus returned equipment".
  4. Hand in the package within 14 days in a bpost near you.
    Please note that if you don't do so you may be fined.
Are you a business customer?

Call the toll-free number 0800 55 500. Our technician will visit you on the same day to pick up your device.

 

Mobile phone or tablet

Mobile phone or tablet

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.

 

Another device

Another 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? Follow the instructions in the documents you received (by e-mail or post) to return your device free of charge.
Have you still not received these documents after two days? Or have you lost them? In that case, contact our customer service.

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. You will receive the documents (by e-mail or post) with which you can return your device free of charge.
    Have you still not received these documents after two days? Or have you lost them? In that case, contact our customer service.
  3. Put the device (complete and in its original condition) in a cardboard box along with the document "List of items to be returned".
  4. Seal the cardboard box and affix the following document to it: "Proximus returned equipment".
  5. Hand in the package within 14 days in a bpost near you.
  6. 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.

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.

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