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+ Can I use my analog devices on my digital Line ?

No, you must use analog devices on analog line and digital devices on digital line except with a Twin Line where you can use both of them.

+ How can I listen/retrieve my messages on my PhoneMail ? How can I configure my PhoneMail option ?

Retrieving from your phone at home:
Dial the phonemail number 1230
Then, listen to your voice mails and follow the instructions.

Retrieving from another phone within Belgium:
Dial the phonemail number 078 15 1230, enter your personal code (if you haven't set it yet, the default code is 0000 or 000000).
Then, listen to your voice mails and follow the instructions.

Retrieving from outside Belgium:
Dial the phonemail number 00 32 78151230, enter your personal code (if you haven't set it yet, the default code is 0000 or 000000).
Then, listen to your voice mails and follow the instructions.

Configuring your PhoneMail option:
Dial the phonemail configuration number 1231, enter your personal code (if you haven't set it yet, the default code is 0000 or 000000).
Then, follow the instructions.

+ Can I bring my Twin box in a belgacom shop ?

No, the Twin box is Belgacom property, you have to leave it in the house.
If it needs to be removed, a Belgacom technician will come to do it.

+ How can I put my line back in service after a restriction ?

After a line restriction due to a bill's late payment, you need to dial the following number 0800 33 320 (French) or 0800 22 320 (Dutch) with your proof of payment.
Then follow the different steps of the automated service. The line will be back on track in the following 2 hours.

+ How much is the activation cost for a phone line ?

66,00 euro if there has been a existing connection before.
If not, it can go up to 135,00 euro plus internal cabling cost.

+ How can my line be activated remotely ?

You will never be 100% sure that your line will be activated remotely, but there is a strong chance that a remote connection could be performed by providing the correctly spelt name of the former tenant as well as the phone number which was hooked up and activated at your new address.
Ensure yourself that the former tenant's line has been cancelled or transferred when you ask for yours as this will slow down your connection delay.

+ How much does it cost to take the number of the previous tenant ?

The cost of a line handover is 66,00 euro. We strongly discourage you to do this as you are therefore responsible of any 'left-overs' from your predecessor.
Moreover you will not benefit of any new line promotion available at that time.

+ Can I have my invoices in my language ?

The invoices can be sent to you in English, French, Dutch or German.
To change the current language you have to call the Belgacom customer service:
Phone : 0800 55 800 (EN)
Phone : 0800 33 800 (FR)
Phone : 0800 22 800 (NL)
Phone : 0800 44 800 (DE)

+ Until what time the Belgacom technicians are working ?

The Belgacom engineers are regulary working from 8.00 AM till 4.30 PM.
Exceptions are existing in case of disturbance, as long as you have a correspondant service active on your line (disturbance relieved within 4 hours 7/7 days).

+ How can I pay my last bill if I'll be abroad ?

Just go to your local branch with your Belgacom invoice and ask them to perform an international bank transfer at your costs.
All necesseray details are on the Belgacom invoice (IBAN code).

+ Can I pay my invoices with my credit card ?

Yes, you need to go to a Belgacom shop with your last phone bill, your ID/passport and your credit card.

+ What is the difference between a Duo line and a Twin line ?

A Duo line is a double analog line, you can only connect analog devices to it.
A Twin line is an hybrid analog-digital line, you can connect both devices to it (max. 6 digital and 2 times 3 analog devices).

+ Where can I find tetrapolar adapters for my phone set ?

You can find tetrapolar adapters in all electricity shops, Belgacom shops and here at X-BO.

+ I have static on the line and/or I loose my ADSL internet connection when I give a phone call. Why ?

When you have the ADSL active on your phone line, you must use ADSL splitters.
The ADSL splitter is made to split the voice and data signal on the phone line.
If you don't have an ADSL splitter on every phone socket, you could have static on the line and/or the internet connection could be lost when you make a phone call.
However, if there are ADSL splitters on all the sockets, you could have this kind of problem if one or more of them are defective, in this case, you'll need to change the concerned splitters.

+ Does the Belgacom technician bring my modem and/or my phone set with him on the installation date ?

No, the Belgacom technician won't bring any product.
The products are delivered by X-BO or you can find them in any Belgacom shop.

+ What are the rates for a Belgacom technician work ?

The Belgacom technician work rates are:

� Move: � 39.00
� Cable: � 3.00 /meter
� Extra phone sockets: � 13.51 /socket
� Technical work: � 18.00 /quarter

+ How long is the minimum contract with Proximus ?

There is no minimal length as long as you pay the activation fees of your SIM card.
You can then cancel anytime you want. This is called an indefined contract.
If you decide to go for a fix term contract of 15 months (minimal length), the activation fees will be gladly offered to you.

+ How do I cancel my Proximus contract ?

To cancel your Proximus contract, you will have to send a registered letter to the Proximus customer service:
Proximus - Belgacom Mobile s.a.
Customer Service
55 Rue du Progrès
1210 Bruxelles

+ How can I have access to the international calls (Roaming) with my mobile ?

If you want to make international calls with your mobile, you must activate the ProxiWorld option.
This option is free but it is mandatory to pay with a credit card to have it activated before the third invoice.
To activate it, you must call the Proximus customer service:

• From your Proximus mobile phone: 6030 (EN) - 6060 (FR) - 6000 (NL)
• From a fixed phone or from abroad: +32 78 05 6030 (EN) - +32 78 15 6060 (FR) - +32 78 05 6000 (NL)

+ Can I use my computer built-in modem to use the ADSL ?

No, a built-in computer modem works on analaog or digital technology.
In order to access ADSL technology, you need an ADSL modem.
This kind of modem connects to your computer through USB or Ethernet port.

+ What is the difference between ADSL and the cable ?

The ADSL technology is a 'point-to-point' type of connectivity, this means that your computer connects only to the Belgacom Skynet server through your phone line.
The cable technology is based on the 'loop' type of connectivity. The difference between both technologies resides in speed and security.
Speed: 'point-to-point' grants a unique access to the server, the number of connected people does not influe on the connection speed. Whilst the cable's connection speed is determined by the number of connected people at the same time on the 'loop'.
Security is the same.

+ Can I use the modem I bought in my country here in Belgium ?

You can try, but, most of the time it won't work and you'll have to buy a belgian ADSL modem since the technology is different from a country to another.

+ Where can I get my login and password for my Internet connection ?

Normally you receive your login and password from Belgacom by postal mail.
If it is not the case or if you lost this letter, you can call the Belgacom customer service (0800 55 800 - UK) from your fixed line (for authentification) and ask for your codes.

+ How much does it cost to have an IT technician coming on site to do my full ADSL installation ?

The full ADSL installation (ADSL activity check, modem connection, 1 computer configuration and E-mail account configuration) costs € 175.00. more info…

+ I have static on the line and/or I loose my ADSL internet connection when I give a phone call. Why ?

When you have the ADSL active on your phone line, you must use ADSL splitters.
The ADSL splitter is made to split the voice and data signal on the phone line.
If you don't have an ADSL splitter on every phone socket, you could have static on the line and/or the internet connection could be lost when you make a phone call.
However, if there are ADSL splitters on all the sockets, you could have this kind of problem if one or more of them are defective, in this case, you'll need to change the concerned splitters.

+ Does the Belgacom technician bring my modem and/or my phone set with him on the installation date ?

No, the Belgacom technician won't bring any product.
The products are delivered by X-BO or you can find them in any Belgacom shop.

+ What kind of modem do I need for my ADSL connection ?

There are different types of ADSL modems depending on what connection you have on your computer:

• USB modem - connects through the USB port
• Ethernet modem - connects through the ethernet (network) port
• Wireless modem - connects without cable (with a USB or PCMCIA adapter on the computer)

If you have more than 1 computer, we suggest you to choose the wireless since it will be more suitable.

+ How can I set up a direct debit ?

Belgacom
Just go to your local branch with your Belgacom invoice and ask them to create a direct debit order from your bank account.
All necesseray details are on the Belgacom invoice. The direct debit will be active after 4 to 6 weeks.

Proximus
Since the direct debit is mandatory for newcomers, we'll do it in the same time as the contract.

+ How do I pay for the delivered products ?

All the details of payment are on the Invoice-Proof of purchase enclosed to each delivery.

+ What are the different Belgacom TV compatible modems ?

The Belgacom TV compatible modems are:

• Philips wireless ADSL modem-router PSTN
• Philips wireless ADSL modem-router ISDN

+ Do I have to give money to the Belgacom technician after the installation of my phone line ?

No.
In Belgium, the service is included in the price.