Exchange a defect decoder or modem

You can no longer connect to the internet, watch TV or record? First check if your decoder or your modem is defect. If this is the case, you do not need to go to a Proximus Center. Contact our technical service at 0800 55 800 to analyze your problem and solve it. If we have to replace your decoder or modem, we will do it as soon as possible.

Exchange a decoder

Depending on the situation, our technical service will offer an exchange in relay point, by parcel or home installation.

Pick-up in relay point

You will receive your new decoder in a relay point of your choice. Did you call before 7 pm (from Monday to Thursday)? If so, the device will be available the next day (except Monday).

  1. Pick-up your new decoder in a relay point with your ID card as soon as you have received a text message indicating that it is available. You will also receive a SMS from Proximus explaining how to activate it. You will need your customer number (at the top of the first page of your invoice) and your fixed phone number.
  2. Install the new decoder. Do not hesitate to reuse the material in your possession (SCART cable, remote control, HDMI, Ethernet cable...). If you have two decoders, you will need to reactivate the two decoders. If you have two decoders, but a single HD decoder, you must activate the HD decoder first.
  3. Bring your old decoder and the power supply cable to the relay point by following the instructions provided with your new device.

Home delivery

  1. You will receive your new decoder by parcel (between 8am and 6pm, except on weekends). Did you call before 7 pm (from Monday to Thursday)? If so, the device will be available the next day (except Monday).
  2. Install the new decoder by following the instructions provided. If you have two decoders, you will need to reactivate the two decoders. If you have two decoders, but a single HD decoder, you must activate the HD decoder first.
  3. Bring your old decoder and the power supply cable to a relay point by following the instructions provided with your new device.

Home installation

Are you a Bizz all-in, Bizz Office or Bizz Pack customer? You are entitled to the same day repair? A technician comes to your home the same day to install the new decoder. You don't have to do anything, just open the door. He will install your new decoder, take the old one and give you all the necessary information.

Exchange a modem

Depending on the situation, our technical service will offer an exchange in relay point, by parcel or home installation.

Pick-up in relay point

You will receive your new decoder in the relay point of your choice (for example Kiala point) . Did you call before 7 pm (from Monday to Thursday)? If so, the device will be available the next day (except Monday).

  1. Pick-up your new modem in a relay point with your ID card as soon as you have received a text message indicating that it is available.
  2. Install the new modem: plug it directly by following the instructions provided.
  3. Bring your old modem and the power supply cable to the relay point by following the instructions provided with your new device.

Home delivery

  1. You will receive your new modem by parcel (between 8am and 6pm, except on weekends). Did you call before 7 pm (from Monday to Thursday)? If so, the device will be available the next day (except Monday).
  2. Install the new modem: plug it directly by following the instructions provided.
  3. Bring your old modem and the power supply cable to a relay point by following the instructions provided with your new device.

Home installation

Are you a Bizz all-in, Bizz Office or Bizz Pack customer? You are entitled to the same day repair? A technician comes to your home the same day to install the new modem. You don't have to do anything, just open the door. He will install your new modem, take the old one and give you all the necessary information.


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