What do you do if someone dies?

Have you lost someone close to you? Please accept our condolences.
Below are a few steps you can take to make the process of saying goodbye easier and to help you handle all the administrative aspects with Proximus.
Find out what to do before you cancel a product or subscription, how to cancel or change it, and check the status of the payments and MyProximus.

Before you cancel:

The phone of the deceased may contain lots of personal memories. You may want to keep these before you cancel the number or subscription.

• You can obtain the personal voicemail greeting of the deceased. For this, call us (select option 4 and then 4 again) before you cancel the contract. Make sure you have the mobile number of the deceased at hand. You will receive the greeting as an audio file by e-mail, after about 7 business days.
• You can also take over the mobile number of the deceased, or keep it for some time (with a subscription or as a Pay&Go number). This way, you can answer any incoming calls or texts, and keep any messages which are in the phone.
• You can keep the e-mail address of the deceased. If the e-mails arrived on a Proximus Mail address, this mailbox will remain active for 18 months after it has been canceled, with the existing user name and password.
• You can keep the photos taken by the deceased. If these photos were stored in Proximus Cloud, you can either view them with the existing user name and password, or download them. If the photos were saved to the mobile phone, consult the manual of the device.

• Did the deceased use their mobile phone to log in to certain websites? Don't forget to adapt their mobile number and/or e-mail for MyProximus, WhatsApp, Facebook, Google, etc. so that their personal data remain private.

How do you cancel or take over something?

Make sure you have the name, date of birth, address, mobile number, and customer number of the deceased at hand. Decide what you want to do:

• Canceling a subscription (landline, mobile phone, Internet and/or TV)

You can cancel the subscription of the deceased. If it includes a device (mobile phone, TV, etc.) with a discount when the contract was concluded, then, in the event of death, the residual value will not be due and you can simply keep the device. For other devices (modem, decoder, etc.) you will receive instructions on how to return them free of charge. Cancellation is free of charge.

• Taking over a subscription (landline, mobile phone, Internet and/or TV)

You can take over the landline, Internet, TV and/or mobile phone of the deceased free of charge. You can also switch the mobile number into Pay&Go. With a take over, you will receive a new customer number and the bill will be issued in your name. You can add this customer number to your MyProximus account or you can use it to register for MyProximus. After that, you can make changes: view TV recordings, change TV options, forward calls to your mobile phone, etc.

• Canceling Pay&Go

You can cancel the number of the deceased by contacting us by phone or chat. Cancellation is free of charge.

• Taking over Pay&Go

You can take over the number of the deceased free of charge, but you must identify the SIM card again. NB: if you don't use or add any credit for 12 months, the number will be cut off.

• Taking over Proximus Mail

If the deceased used Proximus Mail, you can continue reading their e-mails (provided you know the password of the deceased) via the Proximus Mail app, the webmail, or your own e-mail program (Outlook, Windows Mail, etc.) on your mobile phone, tablet, or computer. We recommend that you keep the e-mail address so that you can read important incoming communications (concerning bills, password resets, etc.).
Later on, you can close the e-mail address if you like.

• Taking over Proximus Cloud

If the deceased used Proximus Cloud, you can continue using this access and download documents there, provided you know the user name and password of the deceased and/or you have access to their e-mail account.

What about payments?

You must continue paying the subscription of the deceased for up to 7 days after you request to cancel the products. We always issue a final statement of account. If you have any problems, consult our tips below.

• A direct debit payment could not be carried out from the blocked account of the deceased?

Check whether the bill or payment statement can be paid using another account. That way, you avoid reminder charges if you don't pay on time. If necessary, call and ask for an extension of the due date or for the possibility to pay the amount in installments.

• Did the deceased receive notifications of new bills by text or e-mail?

When you cancel, ask for the final statement of account to be sent to another mobile number, e-mail address, or postal address. If you have access to the MyProximus of the deceased, you can change do this there.

• Do you have a credited amount?

Does the final statement of account show that you have an amount in credit? If you have access to the MyProximus of the deceased, you can have the amount paid to the account that the deceased used. If you want to have it paid to another account, please call us.

• Is there still credit in Pay&Go?

Unfortunately, we cannot refund any remaining credit.

What about MyProximus?

• You don't know the user name or password of the deceased?

Do you want to access the MyProximus account of the deceased? If you have access to their e-mail account, you can request their user name and create a new password.
If that doesn't work, it's better to register for MyProximus yourself. For this, you need the customer number and the activation code and date of the deceased. If you don't have access to a recent bill of the deceased, you can have this data sent to you by text message or post.

If you have a MyProximus account and have the products put on your name, they will automatically appear in your MyProximus. However, bills and points will remain in the MyProximus account of the deceased.

• Want to close the MyProximus account of the deceased?

You don't need to do anything for this. A few months after the cancellation, the MyProximus account will be automatically deleted.