FAQ networkmigration

The Proximus SIM card you received is not active yet
The actual starting date of your migration to Proximus can be found in an accompanying letter or in previous communication via e-mail.

For technical reasons, the migration from your mobile phone number at your current provider to Proximus may take up to three weekdays.
As long as the actual migration has not been carried out yet you can continue to use the SIM card of your current provider.
You must always keep the new Proximus SIM card with you.

As soon as an outbound call or a text message is no longer possible with the SIM card of your current operator you can start using the new Proximus SIM card.
The time span between the deactivation of your current SIM card and the activation of your new Proximus SIM card can take up to half an hour.
If you do not immediately have a connection with the Proximus SIM card, switch off your phone and try again later until your phone connects to the Proximus network.

The personal PIN code of your current SIM card will not be taken over on the new Proximus SIM card.
The new PIN code can be found on the Proximus SIM card adapter (size of a bankcard)

Change the PIN code of your SIM card using a short code or via your mobile phone menu.
For your security, avoid using obvious PIN codes such as 1111 or 1234.

• Via a short code
  Type in the short code **04*Actual PIN code*New PIN code*New PIN code# on your mobile phone and press the call key.
  Instead of Actual PIN code, enter your current PIN code and instead of New PIN code, enter your new 4-digit PIN code.


• Via your mobile phone menu
  Go to Settings > Security > SIM card lock > Change PIN code.
  Enter your actual PIN code first and then enter a new code of your choice.
  If your mobile phone has a different menu, please consult the manual of your device or the manufacturer’s website.

In that case your SIM card will be blocked and you will need to enter your PUK code to unblock your SIM card.
Where can you find your PUK code?

The PUK code can be found on the Proximus SIM card adapter (size of a bankcard) or can be obtained via Proximus customer service.

Be careful when entering your PUK code!
If you enter the wrong PUK code 10 times, your SIM card will be blocked permanently.
In that case you will need to request a new SIM card at the telecom team of your company. 
You will keep your telephone number.

In that case, have your old SIM card blocked and request a new SIM card free of charge, at the telecom team of your company. 
You will keep your telephone number.

Depending on your user profile, which was determined in advance by your employer, you will or will not have access to the use of mobile internet.
Before you can start using Proximus mobile internet you must configure your phone correctly:

• Find a manual for your phone, screen per screen
  Consult the Proximus interactive manual.


• Configure the Internet settings manually
  Go to the connection settings inside your mobile menu and configure them as indicated:
  • APN: enter internet.proximus.be as access point name
  • User name: leave this field empty (you don't need to enter anything).
  • Password: leave this field empty (you don't need to enter anything).

Please note:

• If you use a BlackBerry OS 10 the abovementioned settings also apply.
• If you use an Apple iPhone from your iOS 8 you have to switch off the setting ‘EU internet’ via the ‘network settings’ menu.

Call 1969 to configure your voicemail for the first time. On this number you can also change your voicemail settings, such as your greeting or personal code.

Configure your voicemail for the first time

Call the toll-free number 1969 with your mobile and follow the instructions.

1. Select your language (Dutch, English, French or German).
2. Record your name and a personal greeting of max. 60 seconds.
3. Choose a personal code with 6 to 8 digits. Obvious combinations such as 123456 or 111111 are automatically refused.

Change the voicemail settings

With your mobile, call the toll-free number 1969 , select option 3 (Change mailbox settings) and follow the instructions. 
You will be given the following options:

(1) Change your personal greeting and name: record a new welcome message of max. 60 seconds
(2) Personal code: activate, deactivate or change the secret code of your voicemail.
(3) General options:

• Change your language (Dutch, English, French or German).
• Choose whether to hear the date and time of the message while it is being played.
• Activate or deactivate the Extended Features to divert messages to others, or to reply with a message or call.

(4) Notification method: choose to be alerted by text or an automatic call whenever you receive a new message.
(5) Mailing lists: create and change up to 20 mailing lists and add up to 20 people to each list.
This way, you can send voicemail messages to different people at the same time.
It is not possible to add international numbers or special numbers (070, 0900, etc.) to a mailing list.
(*) Return to previous menu.
(0) Help: more information about the different options in the voicemail menu.

All changes are executed immediately.

There are 3 ways to be alerted of an incoming message on your voicemail: by text, by being called on your own number, or by being called on a different number.
 

• A text message (toll-free)
  Whenever someone leaves a message on your voicemail, you will receive a text with the number of incoming messages and (if allowed) the telephone number of the person who left the last message.
• An automatic phone call to your mobile (toll-free)
  Choose to be called on your own number. Activate this option by calling 1969 with your mobile.
  In the menu, select option 3 (Change mailbox settings) and then option 4 (Notification method).
• An automatic phone call to another number
  Choose to be called on a different telephone number, e.g. your fixed line.
  Activate this option by calling 1969 with your mobile.
  In the menu, select option 3 (Change mailbox settings) and then option 4 (Notification method).

Do you wish to listen to and manage your PhoneMail messages (delete, save, reply, forward, etc.)?
You can do so via your own telephone or any other number in Belgium or abroad.
 

• From your own telephone: call 1969 (= free)
• From another phone or mobile in Belgium: call 0475 15 1969 (= national call rate)
• From abroad: call +32 475 15 1969 (= international call rate)

In a foreign country, you have access to your voicemail via the international voicemail number +32 475 15 1969.
 

• How do you know if you've received a new message?
  Just like in Belgium, you receive a free text to alert you of an incoming voicemail message.
  However, abroad you will never receive a call on your mobile or any other number, to avoid you having to pay for an international call.
• How do you listen to a message?
  To listen to your messages, call +32 475 15 1969 and enter your telephone number and voicemail code
  You will pay the price of an international call.

Lost your voicemail code?
You can easily recover or change your voicemail code.
You need this code to listen to your messages on another phone or when you’re abroad.
 

• Recover your voicemail code
  Type #145# on your mobile and press the call key.
  You will receive your voicemail code by text (free of charge)
• Change your voicemail code
  With your mobile, call the toll-free number 1969, select option 3 (Change mailbox settings) and then option 2 (Personal code).
  Follow the instructions and enter a secret voicemail code with 6 to 8 digits.
  For your security, don't use an obvious combination such as your birth date, 123456, or 111111.
  The latter codes are refused anyway.
  Your new voicemail code will be activated within 2 hours.

Deactivate your voicemail through our customer service.
The change is free of charge and will be carried out within 2 hours.

If you have a subscription, choose how long your mobile rings before the call is diverted to voicemail .
You can extend, shorten or disable the ring time.

• How to extend or shorten the ring time?
  Type **61*+32475151516**Number of seconden# and press the call key. Instead of Number of seconds fill in a value (5, 10, 15, 20, 25 or 30 seconds).
  For example, type **61*+32475151516**30# to have your calls diverted to voicemail after 30 seconds.
  Please note: do not replace telephone number by your own number!


• How to disable the ring time?
  Would you like to divert your calls directly to voicemail? 
  Divert your calls without your mobile ringing.

If you have a subscription, you can divert your mobile calls to voicemail or a different number if you miss a call, your line is busy, etc.
Use a short number to activate this 
Your caller will hear a stutter dial tone, which means that the call is being diverted.
 

Divert calls without your mobile ringing

• Activate
  Type **21*Telephone number# and press the call key.
  Instead of Telephone number, fill in the number to which you want to divert your calls,
  e.g. **21*+32475151516# if you want to divert them to voicemail.
  Please note: do not replace telephone number by your own number!


• Deactivate
  Type ##21# and press the call key.
• Reactivate
  Type **21# and press the call key to reactivate the call divert function to the last used number.

Divert calls after 15 seconds

• Activate
  Type **61*Telephone number# and press the call key.
  Instead of Telephone number, fill in the number to which you want to divert your calls,
  e.g. **61*+32475151516# if you want to divert them to voicemail.
  Please note: do not replace telephone number by your own number!
  
  Do you want to change the ring time when forwarding a call?
  Type **61*telephone number**number of seconds# and replace the number of seconds by 5, 10, 15, 20, 25 or 30.


• Deactivate
  Type ##61# and press the call key.
• Reactivate
  Type **61# and press the call key to reactivate the call divert function to the last used number.

Divert calls if your line is busy

• Activate
  Type **67*Telephone number# and press the call key.
  Instead of telephone number, fill in the number to which you want to divert your calls,
  e.g. **67*+32475151516# if you want to divert them to voicemail.
  Please note: do not replace telephone number by your own number!


• Deactivate
  Type ##67# and press the call key.
• Reactivate
  Type **67# and press the call key to reactivate the call divert function to the last used number.

Choose how quickly a call is diverted to voicemail. 
Change the ring time if your calls go to voicemail too quickly or too slowly.

To disable all call forwards, type ##002# and press the call key.

MyProximus App

MyProximus is a free application available for all customers with a Proximus subscription using a smartphone.

• Follow your usage (minutes, text messages, MB) and check your credit balance.
• Get help, test your line and the network status.

My Data Manager

Another option to monitor surfing behaviour for iOS and android is My Data Manager.
The advantages of this app:

• It registers inbound and outbound data use of the phone.
• You can configure national, roaming and Wi-Fi data volumes according to your subscription formula
• Personal alarms

This is not possible.

To start a direct debit, you can call with your phonenumber to the Proximus Customer service at 6030 (It's a free number).
Go through the menu and chosse options 1 / 4 / 1.

Via the online Proximus web form: www.proximus.be/digitally

Via MyProximus

(Not applicable for users with escapecode 2.)

• Log in on www.proximus.be/myproximus and request the direct debit form.
  Fill in your IBAN number (your bank account number), BIC code (the code of your bank) and e-mail address. Indicate how you would like to receive the form (by e-mail or by post).
  Confirm your request by clicking the "Pay by SEPA direct debit" button.
• Next, fill in the form you have received, sign it and send it by post to the Proximus Customer Service (the address is indicated on the form).
• On receiving your form Proximus will finalize your request with your bank.

This can take a couple of weeks, depending on the bank.
From the moment that you see the following on your bill: "Your financial institution is requested to transfer this amount to our account on [date]....", your bill will be paid automatically by direct debit.
If it isn't, you will need to pay your bill using your old payment method one more time.

• Block all outgoing national or international calls
• Block all incoming national or international calls
• Allow calls to pre-programmed numbers only

Subsequently (de)activate the blocking with your mobile phone at any time via dedicated codes.

Dedicated codes to (un)block calls

• All outgoing calls
  Activate or deactivate: *33*0000#
• All outgoing international calls
  Activate or deactivate: *331*0000#
• All incoming calls
  Activate or deactivate: *35*0000#
• All incoming calls when you are outside Belgium
  Activate or deactivate: *351*0000#

Check whether or not a particular type is activated: #blocking code*0000#

Change the blocking type: **03*330*old code*new code again#

Do you want to configure your mobile so that it only allows calls to be made to a set of preprogrammed numbers?
For this option you must reprogram your SIM card.

To hide your number, type in the short code #31#Telephone number on your mobile phone and press the call key.

Instead of Telephone number, enter the number of the person you want to call. 
Your number will then not be displayed during that particular call.