@jarekadamus 

Since the Proximus moderators do not come here on public holidays and because they could help you further and provide more information if they return to the thread here:
Write down as much (private) customer information as possible in your → Forum Profile (while you are logged in) (if this has not already been done).
In the "Ticket" field you can enter specific/private information regarding your question if you wish.
Private fields are only visible to Proximus employees! Finally, click on "save changes" at the bottom.
Report it here as soon as this has happened.

@jarekadamus corrections have been made by our customer service on May 8. Kr, Heidi