Frequently Asked Questions

BILLING

  • I have not received my invoice / I would like to receive a copy

To receive a copy of your invoice, we invite you to contact the invoicing department on 0800/55.500 (SE client) or 0800/55.200 (ME client). You can also view your invoices on your MyProximus app or platform.

  • I would like more information on the amounts shown on my invoice

Do you have a question about your invoice? We invite you to send us an email at info@hilink.be with a copy of the invoice. Our administrative team will be happy to answer you as soon as possible.
You can also reach the invoicing department by telephone on 0800/55.500 (SE customer) or 0800/55.200 (ME customer).

  • I have a complaint about my invoice

Are the charges on your invoice incorrect? We invite you to send us an email to info@hilink.be with a copy of the invoice and a brief description of the errors / shortcomings. Our administrative team will be happy to analyze your request. If necessary, a complaint will be submitted to the billing department in order to obtain a correction. The processing time is a maximum of 20 working days. 

You can also reach the invoicing department by telephone on 0800/55.500 (SE customer) or 0800/55.200 (ME customer).

  • I want to activate / remove the direct debit  

Since the legislation on the GDRP, requests for direct debit must be made in writing. We invite you to send us an email to info@hilink.be with a copy of your identity card and your bank account number linked to this direct debit. We will take care of your request as soon as possible..

  • I want to update my personal information 

To update your personal information, we invite you to send us an email at info@hilink.be with the reference of your customer account and the changes you wish.

COMMERCIAL

  • I want a sales representative to come by / I have lost the contact details of my sales represantative

You are a new customer ? Are you an existing customer but you no longer know the contact details of your advisor? Contact us via the address info@hilink.be

  • My phone is lost / stolen. What to do ?

You no longer find your mobile or tablet? Did you lose it or maybe it was stolen from you? Do not panic !

The first thing to do is to block your SIM card. To do this, contact us quickly by phone on 0800/33.337 or in writing at info@hilink.be. .

Our team will send you a new SIM card in order to retrieve your number and your personal data..

  • I forgot my PIN code and my phone is asking for the PUK code

Forgot your PIN code? Don't panic, the PUK code will allow you to unlock your device. You can find it on the card that contained your SIM card. If you need help finding your PUK code, contact us at info@hilink.be

  • I want to modify / add one or more product(s)

If you would like to modify or add products, please do not hesitate to contact your advisor from HiLink directly. You lost the contacts of you advisor? Send us an email at info@hilink.be.

  • I have a question about my telephone exchange (Forum Connect / Call Connect)

For any additional questions or to report a technical problem, do not hesitate to contact us in writing at info@hilink.be

You can also reach technical support directly on 0800/55.200.

  • I want to activate / deactivate the voicemail 

Do you no longer want voicemail or do you want to reactivate it? Set it via MyProximus or 0800/55.500.

  • I want to activate / deactivate an option 

Did you know that the MyProximus app allows you to manage your options in real time? 

For more information or for full management of your options, do not hesitate to contact us in writing at info@hilink.be

TECHNICAL PROBLEM

  • I have a technical problem with a fixed product (Internet + TV + Telephone)

For any questions or to report a technical problem, do not hesitate to contact us in writing at info@hilink.be

You can also reach technical support directly on 0800/55.500 

  • I have a question about my telephone exchange (Forum Connect / Call Connect)

For any additional questions or to report a technical problem, do not hesitate to contact us in writing at info@hilink.be

You can also reach technical support directly on 0800/55.200. 

  • One or more of my mobile numbers are suspended 

If one or more mobile phones no longer work, this is probably due to a delay or lack of payment. We invite you to quickly contact the invoicing department on 0800/55.500 to find out more. You can then send proof of payment to productline@proximus.com requesting an urgent reactivation. Do not forget to mention your customer account number to our colleagues.  

If you are not satisfied with this response, you can also contact your HiLink advisor by phone or send us an email at info@hilink.be. We will help you as soon as possible. . Nous vous aiderons dans les plus brefs délais.