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LEGAL AND CONTRACTUAL INFORMATION
* General conditions
* Pricelist and tariffs
* Privacy notice
* Specific privacy notices
* Legal information
GENERAL CONDITIONS
PRODUCTS AND SERVICES
A. Products and services for consumers, self-employed persons and small
businesses (up to 9 employees)
General conditions applicable to all services
General conditions for consumers and small enterprises(PDF, 213Kb)
Fixed telephony
Specific conditions – Fixed telephony(PDF, 115Kb)
Additional services
* Sales conditions for consumers(PDF, 203Kb)
* Rental of a basic telephone(PDF, 196Kb)
* Technical assistance for sold telephones(PDF, 187Kb)
* Discovery Line(PDF, 121Kb)
Fixed Internet
Specific conditions - Internet(PDF, 137Kb)
Internet Acceptable Use Policy(PDF, 122Kb)
Internet Policy(PDF, 190Kb)
Additional services
* Public Wi-Fi for consumers and small enterprises(PDF, 263.8KB)
* Cloud for consumers and small enterprises(PDF, 105Kb)
* Norton Security(PDF, 105Kb)
* DNS(PDF, 237Kb)
* Mobile Coverage Extender (PRO) for small enterprises(PDF, 81Kb)
* One Drive for Business for small enterprises(PDF, 172Kb)
* Business Booster(PDF, 590Kb)
* BizzOnline(PDF, 249Kb)
* Cloud App(PDF, 342Kb)
TV
Specific conditions – TV(PDF, 125Kb)
Additional services
* TV Replay and TV Replay+(PDF, 110Kb)
* VOD on PC(PDF, 145Kb)
* Proximus Pickx-app(PDF, 687Kb)
* Netflix(PDF, 122Kb)
Mobile
Specific conditions – Mobile telephony(PDF, 198Kb)
Internet policy(PDF, 150Kb)
Additional services
* Norton Security(PDF, 105Kb)
* Family life(PDF, 87.5Kb)
* Smartphone Omnium(PDF, 221Kb)
* Smartphone Omnium light – screen care(PDF, 218Kb)
B. Products and services for large companies (as of 10 employees)
General Terms and Conditions for Professional Customers
* Agreements concluded as from 01/01/2023: General Terms and Conditions for
Professional Customers(PDF, 291Kb)
* Previous version applicable to:
* Agreements concluded as from 10/01/2022 until 31/12/2022: General Terms and
Conditions for Professional Customers(PDF, 272Kb)
* Agreements concluded as from 01/03/2020 until 09/01/2022: General Terms and
Conditions for Professional Customers(PDF, 253Kb)
* Agreements concluded as from 01/01/2016 until 29/02/2020: General Terms and
Conditions for Professional Customers(PDF, 195Kb) and Glossary(PDF, 91Kb)
* Agreements concluded before 01/01/2016: General Terms and Conditions for
Professional Customers(PDF, 173Kb) and Glossary(PDF, 91Kb)
Every Product/Service at Proximus is subject to a Contractual Service
Description (“CSD”). The General Terms and Conditions for Professional Customers
are therefore complemented by the applicable CSD per Product/Service.
The applicable CSD’s for Mobile Connectivity, Fixed Internet and Fixed Voice are
available on the Proximus website (below). The CSD’s for all other
Products/Services shall be provided to every Customer before signature of the
Agreement. They can be consulted at any time by contacting your Proximus Account
Manager or via MyProximus.
Fixed Internet
* Agreements concluded as from 14/08/2023: CSD Internet(PDF, 4.7Mb)
* Previous versions applicable to:
* Agreements concluded as from 10/01/2022 until 13/08/2023: Internet Terms
and Conditions(PDF, 230Kb) and CSD Internet(PDF, 679Kb)
* Agreements concluded before 10/01/2022: Internet Terms and Conditions(PDF,
267Kb)
* Additional documents:
* Internet Acceptable Use Policy(PDF, 239Kb)
Fixed Voice
* Enterprise Voice :
* Agreements concluded as from 01/07/2020: CSD Enterprise Voice(PDF, 998Kb)
* Phone Line Enterprise:
* Agreements concluded as from 01/07/2020: CSD Phone Line Enterprise(PDF,
723Kb)
* Fixed Voice Infinity:
* Agreements concluded as from 01/07/2020: CSD Fixed Voice Infinity(PDF,
811Kb)
* Business Trunking:
* Agreements concluded as from 08/02/2023: CSD Business Trunking(PDF, 1.4Mb)
* Service Line Pro:
* Agreements concluded as from 07/06/2022: CSD Service Line Pro(PDF, 789Kb)
* Previous versions applicable to:
* Agreements for Business Trunking as from 01/07/2020 until 07/02/2023: CSD
Business Trunking(PDF, 1311Kb)
* Agreements for PSTN/ISDN concluded before 01/07/2020: ISDN/PSTN Terms and
Conditions(PDF, 200Kb)
* Agreements for IP (VoIP) concluded as from 12/06/2017 until 01/07/2020:
VoIP Terms and Conditions(PDF, 285Kb)
* Agreements for IP (VoIP) concluded before 12/06/2017: VoIP Terms and
Conditions (PDF, 331Kb)
* Marketing Numbers Terms and Conditions:
* 0800 Marketing Numbers (FR/NL) (PDF 141Kb, 112Kb)
* 078 Marketing Numbers (FR/NL) (PDF 168Kb, 128kb)
* 070 Marketing Numbers (FR/NL) (PDF 168Kb, 153Kb)
* 090x Marketing Numbers (FR/NL) (PDF 179Kb, 141kb)
Mobile Connectivity
* Agreements concluded as from 01/01/2024: CSD Mobile Connectivity(PDF, 1.9Mb)
* Agreements concluded before 01/01/2024: Mobile Connectivity Terms and
Conditions (PDF, 289Kb)
* Additional documents:
* Internet Acceptable Use Policy(PDF, 290Kb)
PABX (exchanges)
* Sale of Telephone Exchanges (PABXs)(PDF, 209Kb)
* Renting of Telephone Exchanges (PABXs)(PDF, 210Kb)
* Maintenance for Telephone Exchanges (PABXs)
* Agreements concluded as from 05/05/2023(PDF, 208Kb)
* Agreements concluded before 04/05/2023(PDF, 211Kb)
REFORM OF THE BELGIAN SOCIAL TARIFF SYSTEM
From March 1st, 2024, the existing social rate system will be replaced by a new
social internet subscription, available on the Belgian market at a capped rate
of €19/month (or €40/month in a combined offer or pack). Details of the Proximus
offer will be available on the Proximus website from March 1st, 2024, along with
FAQs.
See more See less
Customers who meet the conditions to benefit from this new social offer will
receive a letter from the FPS Economy.
* If you are eligible for the new social internet subscription, you can apply
at a Proximus point of sale and convert your existing subscription. You also
have the option of keeping your current social rate if you do not wish to opt
for the new offer.
* If you currently benefit from the social rate on your existing subscription
but are not eligible for the new offer, you do not need to do anything. You
automatically keep it.
The conditions of eligibility (including the conditions and procedure for
granting, maintaining and withdrawing) and the minimum content of the offer
(speeds, volume, maximum prices, minimum reductions, etc.) are defined in
accordance with the regulations in forceOpens a new window .
PROXIMUS TO UPDATE ITS TERMS AND CONDITIONS FOR CONSUMERS AND SMALL BUSINESSES
(UP TO 9 EMPLOYEES) FROM 1 JANUARY 2024
See more See less
UPDATE OF THE FAIR USE POLICY FOR UNLIMITED MOBILE INTERNET SERVICE OFFERS
* Roaming within the EU (+ Iceland, Liechtenstein, Norway, Andorra, Gibraltar,
United Kingdom, Monaco): the customer can use unlimited mobile Internet
roaming in the EU zone as well as in Belgium. There are no longer extra
charges when exceeding 62 GB/month (64 GB/month for the Bizz Mobile
International rate plan).
* Out-of-bundle mobile Internet: 300 GB/month at maximum speed, then reduced
to 512 Kbps at no extra cost.
* Mobile Internet in a bundle: 350 GB (500 GB for the Unlimited Premium rate
plan) per month at maximum speed, then reduced to 512 Kbps at no extra
cost.
* When roaming outside the EU and Iceland, Liechtenstein and Norway: usage
exceeding 100 GB/month is no longer considered "normal and personal". In this
case, Proximus has the right to suspend or terminate the mobile service.
* Articles 4.2. and 5 of the Specific Terms and Conditions for the mobile
service to be updated:
4.2. When it comes to unlimited offers, the following practices are not
considered as normal or personal use (non-exhaustive list):
* When the customer sends more than 10,000 text messages per month and/or 500
text messages per day.
* When the customer sends text messages to more than 250 different recipients
per month.
* When the customer regularly makes calls for more than 6 hours per day
and/or 30 hours per week.
* When the customer uses more than 100 GB of mobile data per month outside
the European Union and the following countries: Iceland, Liechtenstein and
Norway.
5. Fair Use Policy
For mobile Internet, uses made in Belgium may be subject to a reasonable use
policy. Uses made in any other country of the European Union may also be
subject to a reasonable use policy, in compliance with European regulations.
The terms of these usage policies are defined in the contractual summaries.
For the purposes of this article, "European Union" means the 26 countries
other than Belgium that are officially part of the European Union, as well as
Iceland, Liechtenstein and Norway, to the exclusion of any other country.
Mobile Internet usage may be subject to an automatically enforced Fair Use
Policy. The terms and conditions of these use policies are defined in the
legal notices and/or contractual summaries.
PROXIMUS TO UPDATE ITS TERMS AND CONDITIONS FOR LARGE COMPANIES (10 EMPLOYEES OR
MORE) FROM 1 JANUARY 2024
See more See less
A summary of updates to the general and Specific Terms and Conditions is
available here.
1. UPDATE OF THE FAIR USE POLICY FOR UNLIMITED MOBILE INTERNET SERVICE OFFERS
* In Belgium: from now on, unlimited data at maximum speed up to 300GB/month,
then unlimited data at reduced speed to 512 Kbps at no extra cost
(previously: unlimited data at maximum speed).
* When roaming within the EU (+ Iceland, Liechtenstein, Norway, Andorra,
Gibraltar, United Kingdom, Monaco), use mobile Internet exactly as in Belgium
at no extra cost; There are no longer extra charges when exceeding 62
GB/month in the EU.
Updates include:
* the General Terms and Conditions for the mobile service (art. 2.2.1.6)
* the Specific Terms and Conditions in the Contractual Service Description of
the mobile service (art. 5.5.3. Fair Use Policy)
2. CLARIFICATION OF THE PROTECTION MEASURES IN PLACE FOR MOBILE INTERNET
SERVICES IN BELGIUM
These protection measures (speed reduction and suspension of service) are
designed to avoid excessive bills. While these measures were already in force,
their scope needed to be clarified in the terms and conditions for the mobile
service for the sake of transparency:
* If the rate plan includes a recurring data volume: the speed is reduced when
the volume is reached.
* If the rate plan does not include a recurring data volume: the service is
suspended when usage reaches €50 excluding VAT.
Updates include:
* the General Terms and Conditions for the mobile service (art. 4.13)
* the Specific Terms and Conditions in the Contractual Service Description of
the mobile service (art. 5.5.1. Use of the service in Belgium)
3. UPDATE OF THE FIXED AND MOBILE TELEPHONY TERMS AND CONDITIONS FOR DIRECTORIES
AND INFORMATION SERVICES
The Centrale Nummerdatabase non-profit association manages the database
containing all data relating to fixed and mobile telephone customer numbers in
Belgium.
This non-profit association is a partnership between Belgian telecommunications
operators, as required by the regulations governing the central number database.
Customer data are stored in this central number database, to be made available
to the emergency services in the event of an emergency call. These subscriber
data are also shared with providers of telephone directories and directory
assistance service. If customers have given their consent, the data will be
shared with providers of telephone directories and directory assistance service.
Customers can change their listing preferences at annuaire@proximus.com.
Updates include:
* the General Terms and Conditions for the mobile service (art. 2.6)
* the Specific Terms and Conditions in the Contractual Service Description of
the Service
* Enterprise Voice (art. 3.4.3)
* Phone Line Enterprise (art. 3.2.5)
* Fixed Voice Infinity (art. 3.4.5)]
* Business Trunking (art. 3.2.4.1.1)
4. UPDATE OF INTERNET TERMS AND CONDITIONS PERTAINING TO THE RETENTION OF E-MAIL
ADDRESSES BEYOND 18 MONTHS AFTER TERMINATION OF THE INTERNET ACCESS BY THE
CUSTOMER
If an e-mail address has been assigned to the customer by Proximus, the customer
who terminates his or her Internet access may continue to use the e-mail address
for up to 18 months after the termination date. In line with recent legislation,
the terms and conditions of the Internet service now specify that the customer
can automatically keep it free of charge beyond the 18-month period.
Updates include:
* the General Terms and Conditions for the Internet service (art. 15.11)
* the Specific Terms and Conditions in the Contractual Service Description of
the Internet service (art. 7.6. E-mail address and web space)
PROXIMUS TO UPDATE THE "MANAGING FIXED AND MOBILE INTERNET TRAFFIC ON THE
PROXIMUS NETWORK" DOCUMENT FOR ITS PRIVATE AND PROFESSIONAL CUSTOMERS ON 1
JANUARY 2024
See more See less
To provide top-notch service quality to its customers, Proximus keeps enhancing
its network, particularly on the mobile network, where it increased the maximum
available capacity to 250 Gbps per data center for all customers nationwide.
Another measure on the mobile network was to stop applying specific protocols
for large downloads.
Finally, even if too many users use a GSM antenna at the same time, the network
will no longer switch to a lower technology (e.g., from a 4G to a 3G mobile
connection).
The document "Managing fixed and mobile Internet traffic on the Proximus
network" available on the Proximus website is to be updated to reflect these
changes. For an overview of the changes, you can check the updated version here.
Generally speaking, the purpose of this document is to inform customers of the
procedures for measuring and directing Internet traffic on the fixed and mobile
networks in order to avoid network saturation. It also gives them an explanation
on the impact they can have on the quality of fixed and mobile Internet
services.
PROXIMUS IS UPDATING ITS CONTRACTUAL CONDITIONS FOR CONSUMERS AND SMALL
ENTERPRISES
As of December 1st , 2023, Proximus will be updating the following articles:
See more See less
* Update of Article 13 of the Mobile Conditions and Article 8 of the Fixed
Telephony Conditions - Directory and information services:
The ASBL "Centrale Nummerdatabank" manages the database containing all data
relating to fixed and mobile telephone customer numbers in Belgium.
This non-profit association is a partnership between Belgian
telecommunications operators, as required by the regulations governing the
central number database. Customer data is stored in this central number
database, to be made available to the emergency services in the event of an
emergency call. This subscriber data is also passed on to suppliers of
telephone directories and directory enquiry services. If customers have given
their consent, the data will be forwarded to providers of telephone
directories and directory enquiry services.
Customers can change their choice at annuaire@proximus.com.
* Update to Article 11 of the General Terms and Conditions for Consumers and
Small Businesses - Payment terms:
Proximus is adapting the General Terms and Conditions for Consumers and Small
Businesses to comply with the new law on debt collection for customers who
took out a contract before September 1st.
The maximum amount of lump-sum compensation that can be claimed by Proximus
from consumer customers is capped according to the outstanding amount of the
bill:
* Maximum €20 if the outstanding amount is less than or equal to €150,
* Maximum €30 plus 10% of the outstanding amount on the portion between
€150.01 and €500 if the outstanding amount is between €150.01 and €500,
* Maximum €65 increased by 5% of the amount due on the portion exceeding
€500, with a maximum of €2,000 if the outstanding amount exceeds €500
These ceilings are listed in the Price List. They have already been in force
since September 1st for new customers who took out a contract after that
date.
NEW PROXIMUS+ GENERAL TERMS AND CONDITIONS
New General Terms and Conditions will apply to Proximus+, which you must accept
before accessing the application. They comprise general conditions and specific
conditions for each feature.
They replace the General Terms and Conditions of MyProximus.
See more See less
Proximus+ gives you access to a range of digital features, including third-party
services, via a single application and authentication.
Some features are offered by Proximus or third-party providers and must be
activated in the application. Access to third-party features can be integrated
and accessed directly on the Proximus+ platform. You may be redirected to the
third-party supplier's platform to perform certain operations, such as
registration. The conditions applicable to the functionalities offered by
third-party providers are accepted at the time of registration. These bind you
to the third-party provider concerned and Proximus is not a party to the
contract.
Access to the application is open to anyone with an Itsme account, which is
required to create a Proximus+ account. You don’t have to be a Proximus customer
to access the app, with the exception of the MyProximus functionality, which is
also accessible with your MyProximus account.
In terms of changes, the new General Terms and Conditions now specify that:
* The Service is offered on an "as is" basis. Proximus makes every effort to
ensure that the Service operates reliably and continuously but cannot
guarantee uninterrupted and error-free operation.
* In the event of fraud, abuse, bad faith and/or non-compliance with these
General Terms and Conditions or other Proximus General Terms and Conditions,
Proximus has the right to take any administrative and/or legal action.
* Proximus reserves the right to develop the service, in particular by making
new functionalities available or by modifying or deleting certain
functionalities. You will be notified of any such changes in advance.
* Proximus may terminate the Service at any time, upon simple notification by
email to the User, without prior notice or compensation.
* Proximus is entitled to amend the General Terms and Conditions at any time.
In this event, Proximus will inform you by email or by means of a
notification in the application and will specify the date from which the
modified General Terms and Conditions will come into force. If no date is
specified, the changes will apply from the date of notification. Users who do
not accept these modifications may terminate their account and their use of
the Service immediately and free of charge.
The specific conditions relating to Mobility, Neighborhood, Weather, Home and
MyProximus are also included.
You can consult the General Terms and Conditions here.
PROXIMUS IS ADAPTING ITS CONTRACTUAL CONDITIONS TO THE NEW LEGAL FRAMEWORK
RELATING TO THE EASY SWITCH PROCEDURE
As from 2 October 2023, the Easy Switch procedure will be extended to products
for small enterprises.
A new compensation system will also be introduced. In accordance with the
regulatory framework, the Customer is entitled to receive from the new operator:
See more See less
* an automatic indemnity of €30 if the technician does not show up within the
agreed time window.
* an automatic indemnity of €10 per day if the switch results in a service
interruption of more than one working day on the Proximus network.
At his express request, the Customer is also entitled to an indemnity of €6 per
day for late activation of services.
The indemnities referred to are not due if the event giving rise to compensation
is due to the Customer.
The General Terms and Conditions for consumers and small enterprises are being
adapted.
PROXIMUS WEBSITES AND MYPROXIMUS
* Websites and MyProximus for consumers(PDF, 300Kb)
* MyProximus for Enterprises(PDF, 262Kb)
* Invoice Insights CSD(PDF, 437Kb)
LOYALTY PROGRAMS
Enjoy!(PDF, 216Kb)
AUTOMATED INTERACTIONS WITH OUR CUSTOMER SERVICE
When you contact Proximus customer service, via call or chat, you will first
meet an artificial intelligence (AI) that will offer to assist you. Proximus
aims to improve its interactions with its customers through different means,
aiming to reduce as much as possible the waiting time when you try to reach our
services. Given the large number of services offered by Proximus, and the broad
range of support provided to our customers, one of the most efficient ways to
better improve our interactions is through artificial intelligence.
See more See less
The way this AI works is the following:
Step 1: You contact Proximus through the communication mean of your choice
Step 2: You are put in contact with an AI, that identifies itself as being an
AI, and that offers to assist you.
Step 3: The AI will attempt to identify the reason for call/message to assist
you in the most efficient way.
Note that:
If the AI can correctly identify the reason for your call/message, and it is
able to assist you without the intervention of an agent, then it will offer you
the information it believes you need or the solution you might have requested.
If the AI can correctly identify the reason for your call/message, and it is not
able to assist you without the intervention of an agent, then it will put you
directly in contact with the right agent that will attempt to assist you with
your request.
If the AI is not able to correctly identify the reason for your call/message,
then it will put you directly in contact with an agent that will attempt to
assist you with your request.
In any case:
You are always offered the possibility to be put in contact with an agent if you
wish to.
Although the aim of the AI is a triage of the requests received by our customer
service, to put you in contact with the right agent, some small decisions might
be taken automatically (cancellation of an invoice for instance). However, such
actions could require additional identification from you in order to prevent
usurpation of your identity before taking any actions that could impact you.
The interaction with our AI is stored in our systems for documentation purposes
for a maximum of 3 months after the closure of the conversation, to allow us to
access the history of past conversations for more efficient management of
requests when you have recurrent issues.
Do you have questions about your personal data? Please click here!
PRICELIST AND TARIFFS
CURRENT TARIFFS
The rates of the products and services of Proximus can be consulted on the
commercial pages of the website Proximus.be and/or via the links hereunder:
Pack tariffs (compose your pack your way)
* Personal - Flex
* Business Flex
* Large companies
Mobile tariffs
* Personal
* Business
* Large companies
Line Rates
Line Rates(PDF, 489Kb)
Price list for specific expenses and indemnities
* Price list for specific expenses and indemnities for consumers and small
businesses(PDF, 161Kb)
* Price list for specific expenses and indemnities for large companies(PDF,
205Kb)
Call Rates
* Other national fixed networks(PDF, 100Kb)
* Premium calls & SMS(PDF, 75Kb)
A. PERSONAL
* Standard rate(PDF, 230Kb)
* Mobile – National out of bundle rates(PDF, 107Kb)
National calls (landline)
* Free Calls National(PDF, 57.6Kb)
* Unlimited Calls National(PDF, 82.6Kb)
International calls (landline)
* Free Calls International(PDF, 225.6Kb)
* Unlimited Calls National/International(PDF, 205.6Kb)
International calls from Belgium (mobile phone)
* With your mobile with subscription(PDF, 231.9Kb)
* With your mobile with prepaid card(PDF, 230.7Kb)
Roaming rates (mobile phone)
* Calls and SMS from abroad with your mobile with subscription(PDF, 353.8Kb)
* Calls and SMS from abroad with your mobile with prepaid card(PDF, 326Kb)
B. BUSINESS
* Standard rate(PDF, 244Kb)
* Mobile – National out of bundle rates(PDF, 104Kb)
National calls (landline)
Unlimited Calls National(PDF, 83Kb)
International calls (landline)
Unlimited Calls National/International (VAT excl.)(PDF, 206Kb)
International calls from Belgium (mobile phone)
* With your mobile with subscription(PDF, 232Kb)
* Bizz International(PDF, 145Kb)
Roaming rates (mobile phone)
Calls and SMS from abroad with your mobile with subscription(PDF, 354Kb)
C. LARGE COMPANIES
Standard rate (landline)(PDF, 207Kb)
Unlimited Calls (landline)
* Unlimited Calls National (Enterprise)(PDF, 97Kb)
* Unlimited Calls National/International (Enterprise)(PDF, 267Kb)
Call Credit (landline)
* Call Credit 50(PDF, 100Kb)
* Call Credit 150(PDF, 126Kb)
* Call Credit 500(PDF, 126Kb)
* Call Credit 1000(PDF, 130Kb)
* Call Credit 2000(PDF, 100Kb)
Infinity (landline)
* Price list(PDF, 113KB)
Roaming rates (mobile phone)
International calls and SMS from abroad with your GSM for corporate
customers(PDF, 330Kb)
Digital Marketing
* Price list Business Booster(PDF, 184Kb)
* Price list BizzOnline(PDF, 209Kb)
Previous tariff plans (no longer commercialized)
A. PERSONAL
Landline and packs
* Happy Time International(PDF, 225Kb)
* Pulse International Basic VAT incl.(PDF, 315.9Kb)
* Pulse International Plus VAT incl.(PDF, 320.2Kb)
* Pulse International Special Edition VAT incl.(PDF, 317.2Kb)
* Pulse to All Basic VAT incl.(PDF, 352Kb)
* Pulse to gsm Basic(PDF, 32.7Kb)
* Pulse to gsm Plus(PDF, 32.7Kb)
* Price list of Packs which are no longer commercialized(PDF, 73Kb)
Mobile
Price list of non-commercialized private market tariff plans and options (VAT
incl.)(PDF, 991Kb)
B. BUSINESS
Landline and packs
* Pulse International Basic VAT excl.(PDF, 316Kb)
* Pulse International Plus VAT excl.(PDF, 332Kb)
* Pulse International Special Edition VAT excl.(PDF, 321Kb)
* Price list of Bizz Packs which are no longer commercialized(PDF, 185Kb)
* Pulse to All Basic VAT excl.(PDF, 366Kb)
Mobile
Price list of non-commercialized private market tariff plans and options (VAT
incl.)(PDF, 892Kb)
C. LARGE COMPANIES
Value Pack program
For more information, please contact your account manager or call 0800/55 200.
Fuse Program
* Proximus Fuse(PDF, 65Kb)
* Fuse Extended(PDF, 63.9Kb)
PRICING CHANGES FOR CERTAIN PRODUCTS AS OF 01/01/2024
As announced on your invoice, the price of certain products is modified as of
01/01/2024 following a tariff increase.
See more See less
1. SUBSCRIPTIONS
* (Business) Flex packs(PDF, 56 KB)
* Belfius/Beats packs(PDF, 53 KB)
* Epic Combo packs(PDF, 46 KB)
* Other packs(PDF, 71 KB)
* Enterprise Pack Together(PDF, 56 KB)
* Enterprise Call&Surf(PDF, 64 KB)
* Voice access lines outside pack(PDF, 130 KB)
* Internet lines outside pack(PDF, 51 KB)
* Options(PDF, 48 KB)
* Explore & SDWAN National, for Explore & SDWAN rates, please contact your
Account Manager.
2. CALL RATES FROM THE LANDLINE
* Standard rate (Classic)(PDF, 56 KB)
Professional market tariff plans:
* Pulse to All Basic(PDF, 166 KB)
* Value Pack Business(PDF, 166 KB)
* Value Pack Professional(PDF, 167 KB)
* Value Pack Enterprise(PDF, 167 KB)
* Value Pack Corporate(PDF, 167 KB)
* Value Pack Nations(PDF, 170 KB)
* Value Pack Company(PDF, 167 KB)
* Value Pack Industry(PDF, 167 KB)
* Value Pack Excellium(PDF, 167 KB)
* Value Pack Platinum(PDF, 166 KB)
* Value Pack Titanium(PDF, 167 KB)
* Benefit Executive(PDF, 166 KB)
* Benefit Exclusive(PDF, 160 KB)
* Benefit Privilege(PDF, 166 KB)
* Benefit Preference(PDF, 166 KB)
* Benefit Premium(PDF, 166 KB)
* Benefit Excellence(PDF, 160 KB)
* I-Office Classic(PDF, 111 KB)
* I-Office No Limit(PDF, 111 KB)
3. ROAMING CALLS TOWARDS PREMIUM (VALUE ADDED SERVICE) NUMBERS
Roaming calls towards premium (value added service) numbers(PDF, 155 KB)
PRIVACY NOTICE
At Proximus we are committed to protecting the privacy of our customers and
users. We recognize that the personal data you entrust to us is valuable and
important to you, and we take our responsibility to safeguard your data very
seriously.
In this privacy notice, we will provide you with detailed information about the
personal data we collect about you, what happens with your personal data if you
use our services and apps and/or visit our different websites, for what purposes
your personal data are used, and with whom your personal data are shared. You
can also find out how you can control our use of your personal data. We will
also explain your rights regarding your personal data, and how you can exercise
these rights. To make the notice more readable, we have divided the different
topics into chapters, which are easy to consult using the selection menu.
In addition to complying with relevant data protection laws and regulations, we
are committed to upholding the highest ethical and moral standards in our
handling of personal data. We believe that privacy is a fundamental human right,
and that it is our duty to protect and respect your personal information.
Privacy notice
PRIVACY NOTICES FOR SPECIFIC PRODUCTS AND SERVICES
In addition to the general privacy notice, we also developed separate privacy
notices for some specific products and services we offer to our customers and
users.
This way, we are able to inform even more clearly and transparently about the
personal data we collect and process in the context of a specific service or
product, including the purposes for which the personal data is used, with whom
the data is shared and what rights there are and how they can be exercised in
this regard.
By clicking one of the links in the sections below, you will access the privacy
notice for that particular product or service.
MYPROXIMUS (WEB AND APP)
Click the following link for the privacy notice of MyProximus (Web and App),
which outlines a.o. how we collect and use your personal data, our processing
purposes, and your related rights.
Privacy notice MyProximus (Web and App) Opens a new window
PROTOCOLS ON PERSONAL DATA SHARING BETWEEN THE BIPT AND PROXIMUS
The Act of 30 July 2018 on the protection of individuals with regard to the
processing of personal dataOpens a new window prescribes that a protocol shall
be established whenever the BIPT shares personal data by electronic means with
another body or a third party.
A protocol is required when both the BIPT and the party with whom the personal
data are exchanged, in this case Proximus, are each the controller regarding the
exchanged personal data.
The parties concerned describe the exchange of personal data in the protocol. In
this sense, the protocol is a transparency document explaining clearly to all
interested parties which personal data is exchanged.
Further information is also available on the website of the Data Protection
AuthorityOpens a new window .
The BIPT and Proximus have concluded the following protocols:
* Protocol between the Belgian Institute for Postal Services and
Telecommunications (BIPT) and Proximus SA in the context of the National
Broadband Plan of Minister of Telecommunications Petra De Sutter.
* Protocol between the Belgian Institute for Postal Services and
Telecommunications (BIPT) and Proximus SA in the context of the quality
control of the lists of beneficiaries of the social telecom tariff.
LEGAL INFORMATION AND CODES OF CONDUCT
CONSUMER INFO
* Consumer info(PDF, 104Kb)
* Renunciation right: fill out the form(PDF, 119Kb)
CODES OF CONDUCT
This charter applies to relations between subscribers and their private
customers and individual consumers. In this text, the term consumers is used for
these persons.
* Charter for Customer Friendliness(PDF, 249Kb)
* Codes of conduct BeCommerce(PDF, 513Kb, in french)
* Performance indicators
* Mobile Network Operator guidelines for Paid and Free of charge Message
Services(PDF, 1091Kb)
* GOF guidelines for Direct Operator Billing services(PDF, 170Kb): as members
of GOF (GSM Operator Forum), Proximus applies these guidelines
* Code of conduct for services charged via premium rate numbers 070/090x(PDF,
1160Kb)
COUNTERFEIT PREVENTION
The contractor shall at all times offer only products that it purchases from the
original manufacturers and their wholesalers. Should consumers have doubts about
the authenticity of products, they can refer to the website
https://www.eccbelgium.be/New window for more information and tips. If consumers
suspect counterfeiting, they should file a complaint via Meldpunt (Report) on
https://meldpunt.belgie.be/meldpunt/en/welcomeNew window.
INDICATORS CONCERNING QUALITY OF SERVICE
* Fixed and mobile telephony and fixed Internet service quality
* Managing fixed and mobile Internet traffic on the Proximus network(PDF,
109Kb)
The estimated maximum upload and download speed (gives an average of the speeds
that users experience on our network):
Mobile internet With a 4G smartphone Estimated maximum upload speed 22.7 Mbps
Estimated maximum download speed 71.3 Mbps
AFTER-SALES CUSTOMER SERVICE
Questions about your online order or a product? Feel free to contact our
customer service! Our team will answer your questions over the phone from Monday
to Saturday from 8 a.m. to 10 p.m. on 0800 55 800 (for consumers) (toll-free) or
0800 55 500 (for small enterprises) (toll-free).
A complaint? Contact your local Proximus service or call 02 202 41 11.
You can also contact the Telecom Mediation Service by e-mail:
klachten@ombudsmantelecom.be/ plaintes@mediateurtelecom.be or by post: Boulevard
du Roi Albert II 8 boîte 3 à 1000 Bruxelles / Koning Albert II-laan 8 bus 3 te
1000 Brussel, tel. 02 223 09 09/ 02 223 06 06. Or you can contact the Online
Dispute Resolution Platform.
NAME CHANGES
In an effort of simplification of our offer, the naming of certain of our
products will change as from the 1st October, without any change of content,
price or conditions.
Find here the complete list of the products in scope of this renaming(PDF,
66.5Kb)
Some PDF files may be inaccessible to some people. In this case, we invite you
to contact us.
DO YOU HAVE A QUESTION?
ASK ONE OF OUR ADVISORS. MAKE YOUR CHOICE:
* Chat with us on this website
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* Forum
* Proximus Center
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DO YOU HAVE A QUESTION?
ASK ONE OF OUR ADVISORS. MAKE YOUR CHOICE:
* Chat with us on this website
Chat with us on this websitenot available at this moment
* Forum
* Proximus Center
Advice?
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ABOUT COOKIES ON THIS SITE
Proximus installs cookies to analyse the use of its websites, to improve your
browsing experience and to better tailor the content and the advertisements on
its websites to your interests. Partners with whom Proximus collaborates can
also install advertising cookies via the Proximus websites in order to show you
advertisements that may be relevant to you on other websites and social media.
Please note that if you block certain cookies, this may hinder the correct
functioning of the website.Cookie policy
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NECESSARY AND ANALYTICAL COOKIES AND SIMILAR TECHNOLOGIES
Always Active
Some cookies are essential for the functioning of the site and are automatically
active (eg session ID) You can’t disable these cookies. Proximus’ first party
analytical cookies make it possible to analyse traffic on Proximus websites.
These cookies are purely statistical. They enable Proximus to analyse the use of
its website by, for example, quantifying visits to the site, determining whether
there are perfomance issues or bottlenecks, etc. This information helps us to
provide the best service and performance. Examples of authorised
functionalities: "Remember login information and provide a secure
login","Remember your shopping cart for a few hours"," Traffic analysis to
optimize the functions of the site","Analyse site usage to provide more relevant
content"
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PERSONALIZED PROXIMUS OFFERS AND EXPERIENCE
Personalized Proximus offers and experience
Other cookies allow for a more personalized experience on our websites. Thanks
to these cookies, Proximus is able to optimize your journey by displaying
relevant information and offers on all the Proximus websites. For instance,
Proximus uses your navigation behaviour to offer you marketing messages about
our products or services based on your interests. These cookies are fully
controlled by Proximus so that none of the information collected is ever passed
on to third parties other than our data processors acting on our behalf. The
installation of these cookies is subject to your consent. You can deactivate
them at any time. If you consent to the use of these cookies and you are a
Proximus customer, your customer data (i.e. address, age interests, order
history) can be used to determine the best suited Proximus online ad to display
for you, unless you opted-out from the use of your personal data for direct
marketing purposes. For more information please see our privacy policy. Examples
of authorised functionalities: "Provide Proximus offers based on your
interests","Matching of your customer data with cookie data for advertising on
our websites","Provide commercial offers based on your navigation behaviour"
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PUBLISHED BY THIRD PARTY SERVICES
Published by third party services
Some cookies provided by third party partners are necessary to access certain
content. In order to guarantee the highest level of protection, Proximus decided
to submit the placement of these cookies to your consent. Therefore, if this
level is not selected, some content like video, maps, social media feeds or
sounds can be blocked. Examples of authorised functionalities: "Allows you to
play specific content like videos, sounds hosted on third party
sites","Authorizes third parties to provide tools for sharing content on social
networks"
View Vendor Details
PROXIMUS AND THIRD PARTIES TO DISPLAY TARGETED ADVERTISEMENTS
Proximus and third parties to display targeted advertisements
These are used in order to allow Proximus to show you advertisements that are
relevant to your interests, in relation both to the company’s own products and
services on non-Proximus websites and social media. If you consent to the use of
these cookies and you are a Proximus customer, your customer details will be
used (e.g. address, age, your interests, order history, etc.) unless you have
objected to the use of your details for direct marketing purposes. They are also
used to allow both Proximus and third parties to show you advertisements that
are relevant to your interests for third-party advertisers on both Proximus and
non-Proximus websites. If you consent to the use of these cookies and you are a
Proximus customer, your customer details will be used (e.g. address, age, your
interests, order history, etc.) provided that you have previously consented to
the use of your details for the purposes of personalised advertisements on the
Web and/or via Ads & data. You can view a list of the third parties with whom
Proximus shares data from cookies here. Examples of functionalities that are
permitted: "Providing targeted advertisements on non-Proximus websites and
social media based upon the products you have browsed while visiting our
website","Allowing third parties to provide you with targeted advertisements on
both Proximus and non-Proximus websites","Excluding you from our digital
campaigns because you have already purchased the product"
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