How to request a technical intervention?

A problem? Test first the status of your line.

Test the status of your Proximus line and all related services (Internet, TV and fixed line). In case of issues, you can easily contact our technical service so that we can find a solution together.

Do you still have a problem with internet, Proximus TV or your landline? Ask a technical intervention at home. Please call our technical service  . One of our operators will try to solve your problem. More than 80% of reported problems can be solved by an operator. If the operator cannot solve your problem, he or she will make an appointment for an intervention. Once confirmed, you can manage yourself your appointment with the technician.
All planned interventions take place during office hours. The price varies according to the location of the technical problem:

  • Proximus infrastructure until the connection point: free, except in case of vertical cabling in an apartment building. The customer is also responsible in case of improper use (e.g., if deliberate damage is caused to the connection point, etc.).
  • Infrastructure from the connection point onwards: € 85
    The part after the connection point (NTP), notably the private cabling and devices (telephone, modem, decoder), is your responsibility. In case of a problem, Proximus will bill a flat-rate charge of € 85. This charge covers the technician's call-out costs, the time needed to solve the problem and any minor material required (additional connection point, USB cable, etc.).
    The charge also applies when there is a problem with your modem, decoder, etc. and you want the device to be replaced by a technician, instead of opting for an alternative such as exchanging the device in a Kiala collection point.
  • For repeated interventions within a 14-day period, the flat-rate charge will be billed only once.

You can also opt for an intervention outside office hours. This means an on-call technician will come by as quickly as possible. A surcharge will be billed for this.

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