Last modified: 2026-10-07
To cancel Proximus, log in to MyProximus, open My products and choose Cancel your subscription at the bottom of the page, or call Proximus free on 0800 55 800 (English), 0800 22 800 (Dutch) or 0800 33 800 (French). Cancelling itself is free and you don't need to give a reason. You only pay the remaining value of a smartphone you got at a discount less than 24 months ago, plus your usage up to the last day. Switching to another operator? Do not cancel your mobile line yourself: give your new operator your number and Proximus customer number, and Proximus closes the line once the new one is active. Below you find the steps, the costs, what to send back and what to do with a Flex+ pack, a landline or a phone you are still paying off.
How to cancel your Proximus subscription
To cancel Proximus, choose the channel that fits what you want to stop. MyProximus handles a full or partial cancellation, the phone line handles everything else:
Channel | Use it for | Details |
|---|---|---|
MyProximus website | Cancelling a full subscription or one product | Log in as the account manager, confirmation by email |
Proximus app | Checking your contract end date and phone residual value | Products, then your mobile number |
Phone | Cancelling with help from an advisor | 0800 55 800 (EN), 0800 22 800 (NL), 0800 33 800 (FR), weekdays 8:00 to 20:00, Saturday 9:00 to 17:30 |
Contact form | Non urgent questions and complaints | Proximus offers a form, not an email address |
Proximus shop | Advice on changing your subscription | Not needed to cancel |
Cancel Proximus online via MyProximus
Log in to the MyProximus website as the account manager.
Open My products, scroll down and click Cancel your subscription at the bottom right.
Complete the form, choose the products you want to stop and click Send.
You get a confirmation by email, and Proximus cancels the subscription within a few days. Use the same form if you only want to stop one product, if you move abroad or if your contract runs through your employer.
Cancel Proximus by phone
Call on weekdays between 10:00 and 16:00, which Proximus itself names as the quietest hours. The busiest period is between 17:00 and 19:00, so avoid calling after work if you want to skip the wait. Keep your customer number, your phone number and the last four digits of your bank account ready.
What does it cost to cancel a Proximus contract?
Cancelling a Proximus contract is free. You only pay in these situations:
Situation | What you pay |
|---|---|
Internet, TV, mobile or landline subscription | Nothing for the cancellation |
Smartphone or other device bought at a discount, less than 24 months ago | The remaining value, shown in the Proximus app under your mobile number |
Usage up to your last day (calls, data, texts) | Charged on the final invoice |
Contract cancelled within 14 days of buying | Free withdrawal, only your usage is charged |
Smartphone Omnium insurance | Cancel in writing at any time after the first six months |
Devices not returned | A fine set by Proximus |
The rules come from Belgian law: an operator may never charge a fee to cancel a contract of indefinite duration or a fixed term contract that is at least six months old, and never charges for a device after 24 months, as the Belgian telecom regulator BIPT explains.
Does the six month rule apply to you?
Only if you have an older or promotional contract with a fixed term. Belgian law (article 111/3 of the electronic communications act of 13 June 2005) lets an operator charge an early termination fee only in the first six months of a fixed term contract, and never more than the subscription fees up to month six. Proximus lets you cancel its standard subscriptions free of charge and without a reason, so the rule only comes into play for a contract you signed for a fixed term. Not sure which contract you have? Your contract and your invoice show whether it runs for a fixed or an indefinite term.
Proximus notice period
There is none. Proximus cancels within a few days of your request, and when you switch operator, the old line stops when the new one is activated. Check your final invoice for double billing: Proximus deducts any amounts in your favour from that last bill.
Cancelling a Flex+ pack (internet, TV, mobile)
Since March 2025, Proximus sells Flex+, a pack in which you combine fiber internet with mobile lines, TV, a landline or wifi boosters. Before you stop the whole pack, check whether changing it is enough, because MyProximus also lets you remove a single product.
Cancelling internet only
Switching internet to another provider? Use Easy Switch: the new provider cancels your Proximus internet, TV and landline for you on the date you choose. Stopping internet without a new provider? Use the cancellation form in MyProximus and select only internet.
Cancelling the landline
Select only the landline in the MyProximus form. Want to keep the fixed number? Then don't cancel it yourself, and let your new operator take it over, which works as long as you stay in the same telephone zone.
Phone still being paid off
Open the Proximus app, tap Products and your mobile number: under My smartphone you see the device, the end date of the contract and the remaining value you pay when you cancel. After 24 months, you pay nothing for the device.
What to send back to Proximus
Return your TV Box, Internet Box and wifi boosters, but leave the fiber modem and the fiber connection box on the wall, because they belong to the fiber installation of the home:
Device | Send back? |
|---|---|
TV Box (decoder) with remote control and power cable | Yes |
Internet Box or bbox with power cable | Yes, when it is on your return list |
Wifi booster | Yes |
Fiber modem and fiber connection box | No, they stay in place |
Print the return label Proximus sends you by email (or post), or show the digital barcode in the Proximus app at bpost. Pack the devices with their power cables in a sturdy box, without other accessories, and drop the parcel at a bpost point for free. If your return email says a device has no value for Proximus, you get no label and may keep it or take it to the recycling park. Send the box before the deadline in your return letter, because Proximus charges a fine for devices it does not get back.
Moving house or leaving Belgium
Your Proximus subscription moves with you within Belgium, so you don't need to cancel. Leaving the country? Cancel Proximus through the MyProximus website. If you use a @proximus.be or @skynet.be email address, ask Proximus before your subscription ends to keep it: Belgian rules let you keep it free for 18 months.
Switching? Don't cancel your mobile line first
Keep your Proximus line active until your new operator has taken over your number. Give the new operator your mobile number and your Proximus customer number: it moves the number to its network, activates your new subscription and contacts Proximus to close the old one. Cancel Proximus first and you lose the number. Read more on how to keep your number when you change mobile providers.
Are you with Scarlet or Mobile Vikings, two brands owned by Proximus? They have their own steps: see how to cancel Scarlet and how to cancel Mobile Vikings.
On a Pay&Go card, ask Proximus to refund your unused credit in the month after your number moves. Proximus can charge €5 administration costs for this. If your number arrives later than the agreed date, you can claim €3 per day from your new operator within six months.
Telecom that works for you
Leaving an operator should take one form, not a long wait on the phone. Firsty is building telecom that works for you, not against you: no SIM card to swap, no roaming setting to remember, no zone chart to check and no surprise bill. Every connection Firsty sells also connects someone in Belgium who needs it, not as charity, but as how the business works. Have a look at the Firsty plans for Belgium, and keep an eye on what Firsty is building, because things are moving. Discover more at Firsty.app.
FAQ
Can I cancel my phone contract online?
Yes. Proximus customers cancel online in MyProximus: open My products, click Cancel your subscription at the bottom of the page and send the form. You receive a confirmation by email and the subscription ends within a few days.
What is the Proximus customer service phone number?
Call 0800 55 800 for English, 0800 22 800 for Dutch or 0800 33 800 for French, free from Belgium. Proximus is open on weekdays from 8:00 to 20:00 and on Saturday from 9:00 to 17:30, and it is quietest between 10:00 and 16:00.
Does Proximus charge a cancellation fee?
No. Cancelling a Proximus subscription is free and needs no reason. You only pay the remaining value of a discounted smartphone bought less than 24 months ago, your usage up to the last day and a fine for devices you don't return.
Can I cancel Proximus by email?
Proximus does not list an email address: the email option on its contact page is a contact form for non urgent questions. To cancel, use the cancellation form in MyProximus, which sends you a confirmation by email, or call customer service.
Do I have to return my Proximus modem?
Return the Internet Box or bbox when it is on your return list, together with your TV Box and wifi boosters. Never return the fiber modem or the fiber connection box, because they stay in the home for the next resident.
Can I keep my number when I leave Proximus?
Yes. Don't cancel the line yourself, but give your new operator your mobile number and Proximus customer number. The new operator moves the number and Proximus closes the old subscription automatically.
