Problem with the image or the sound on ProximusTV ?

Black or blurred image, error message, poor image or audio quality, blocked decoder? Proximus TV not working properly? Try these solutions. They solve most problems.

Poor image or audio quality
  1. If you haven't done so already, connect your TV to the decoder using a HDMI cable if your TV has a HDMI port. It replaces the Peritel cable.
    HDMI cable and Scart cable
  2. Check the connections of your modem and decoder. Do the same for the CPL adapters, the Wi-Fi Bridge and the Ruckus, if you have any of these devices.
  3. Restart your devices: modem and decoder.
  4. If you use a PLC or Wi-Fi Bridge, also check that the indicator lights of your PLC   or Wi-Fi Bridge  are not red.
  5. Check the quality of your line on MyProximus.
An error message is displayed
  1. Restart your devices : modem and decoder.
  2. If you use a PLC or Wi-Fi Bridge, also check that the indicator lights of your PLC   or Wi-Fi Bridge  are not red.
  3. Check the quality of your line on MyProximus.
     error screen
You see a blue, black, grey, or snowy screen
  1. Check if your TV has been configured on the right channel: press the AV, AUX, EXT or HDMI key on your TV remote control. Continue until the Proximus TV screen appears on your TV. Watch the video in French or in Dutch on YouTube.
  2. Restart your devices: modem and decoder.
  3. If you use a PLC or Wi-Fi Bridge, also check that the indicator lights of your PLC   or Wi-Fi Bridge  are not red.
A start screen appears, you wait, but nothing happens

The first restart after a Proximus TV update is often slow. If nothing happens after 5 minutes, restart your devices : modem and decoder.

Start screen Proximus TV
Do you have a different problem to those described above?
  1. Check the connections of your modem and decoder. Do the same for the CPL adapters, the Wi-Fi Bridge and the Ruckus, if you have any of these devices.
  2. Restart your devices : modem and decoder.
  3. If you use a PLC or Wi-Fi Bridge, also check that the indicator lights of your PLC   or Wi-Fi Bridge  are not red.
  4. Check the quality of your line on MyProximus.

Problem still not solved?

Contact our technical service on 0800 55 800. To be assisted more efficiently, have your Proximus line number at hand. You will find it on your bill.

We are happy to help you with any questions about Proximus. For questions about another provider (Windows, smart TV, etc.) please contact the relevant manufacturer.


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