No Internet or TV? 10 tips

Don't have an Internet connection anymore? Does Proximus TV no longer work?  Read on and follow our tips. They will enable you to resolve most problems. No need to follow all of them each time! Follow the first one first. If that doesn't solve your problem, go on to the second one, and so on.

  • Check the quality of your line

     

    The problem maybe comes from our network. Do our online test to make sure your line is not faulty. If it is, our teams will repair it as soon as possible

    Start the test

  • Check cables and connections

     

    Check that all devices are properly connected, the plugs are firmly inserted and the devices are switched on. If you have a cordless phone, put it back on its base. Follow our instructions or watch our videos:

    V5 compact decoder

    V5 compact decoder

    Watch the video Check the cables of your V5 compact decoder in French or in Dutch.


    V5 decoder

    V5 decoder

    Watch the video Check the cables of your V5 decoder in French or in Dutch on YouTube.


    B-box 3 modem

    B-box 3

    Watch the video Check the cables of your b-box 3 modem in French or in Dutch.

  • Reboot your modem

    The cables are OK? Reboot your devices. The modem first:

    1. Press the on-off button at the back of your modem to switch off it. The LED indicators on the front of the modem will go out. Wait a few seconds.
    2. Press the on-off button again to switch the modem back on.
    3. Wait until the LED indicators (DSL or XDSL) light up solidly.

    Watch the video Reboot your b-box 3 modem in French or in Dutch.

  • Reboot your Wi-Fi Bridge and PLC  adapters or Ruckus units

    If you have rebooted your modem and you have a Wi-Fi Bridge, PLC adapters or Ruckus units, reboot them as well:

    Wi-Fi Bridge

    Wi-Fi Bridge

    Reboot your Wi-Fi Bridge

    1. Press the Power button on the back of the Wi-Fi Bridge to switch off the device.
    2. Press the Power button again to switch the Wi-Fi Bridge back on.

    If you have several Wi-Fi Bridges, reboot them all in the same way.

    If the LED indicator Red Link Quality LED indicator is red, position the device in a well-ventilated, high up place, outside cabinets or cupboards.


    PLC adapters

    PLC adapter

    Reboot your PLC adapters

    1. Unplug the first PLC adapter (e.g. the one near the modem) from the mains socket and plug it back in again.
    2. Unplug the second PLC adapter (e.g. the one near the decoder) from the mains socket and plug it back in again.
    3. Wait a few minutes until the LED indicators light up again.

    Ruckus units

    Ruckus

    Reboot your Ruckus units

    1. Unplug the black power cable on the back of the first Ruckus unit (e.g. the Ruckus transmitter near the modem), then plug it back in again.
    2. Unplug the black power cable on the back of the second Ruckus unit (e.g. the Ruckus receiver near the decoder), then plug it back in again.
    3. Wait a few minutes until the LED indicators light up again.
  • Reboot your decoder

    Finally, finish off rebooting your system by rebooting your decoder. Follow our instructions or watch our videos:

    1. Set the switch on the back of your decoder to the 0 position.
    2. Wait for at least 10 seconds.
    3. Set it back to the 1 position.
    4. The LED indicators on the front of your decoder will light up. The reboot is in progress.
    5. After a few minutes, you will be able to watch TV and navigate in the Proximus TV menu.

    V5 compact decoder

    Décodeur V5

    Watch the video Reboot your V5 compact decoder in French or in Dutch


    V5 decoder

    V5 compact decoder

    Watch the video Reboot your V5 decoder in French or in Dutch

  • Check your remote control

     

    Are you sure that your remote control is working properly? First check the batteries of your Proximus remote control. Have you linked your remote control to the decoder via radio frequencies? Deactivate the radio frequencies.

  • Check whether your TV is set to the right channel

     

    Do you only see "snow" on your TV screen? Your TV is perhaps not set to the right channel. Press on the AV, AUX, EXT or HDMI button of your television's remote control. Continue until the Proximus TV screen appears on your television.

    Watch the video Select the right channel between your TV and your decoder in French or in Dutch.

  • Improve the quality of the Wi-Fi

     

    Are you sure nothing is disrupting the Wi-Fi signal in your home? Follow our tips to improve the quality of the Wi-Fi signal. Is your Wi-Fi slow? Try to change you modem's Wi-Fi channel.

  • Reset your decoder

     

    Does your TV still not work? Reset your decoder. Resetting your decoder will take about 30 minutes. Don't worry: you won't lose your recordings.

  • Reset your PLC adapters or Ruckus units

     

    Are the LED indicators of your PLC adapters or Ruckus units red despite you having rebooted your modem and decoder and having checked the quality of the line? In that case we advise you to reset your PLC adapters or Ruckus units.


Did you find this helpful?


Contact us