1. Check the list of codes below to understand the problem and how to fix it.
2. Then, at the bottom of the page, tell us if the problem is solved or not.

List of error codes

G0 errors

G0001

What is the issue?

No Ethernet cable detected, the cable may be damaged or the connected device (e.g. fiber modem) may be off.

What can you do?

1.Check the connexion with the fiber modem

Check the cable between the Ethernet port of the fiber modem and the red 10G WAN port on the Internet Box+ 7. 

2. Check the lights on your fiber modem

The fiber modem is a small white device. It must be connected to the wall fiber outlet and to the Internet Box+ 7.
There are two types of fiber modem. Look at the lights in the front of your fiber modem:

My fiber modem has the lights Power, Pon and 10G LAN

Here’s what you should check:

• Power is off? Check that the fiber modem is properly plugged in and turned on.
• PON is red? Make sure the fiber cable (with the green tip) is securely connected to both the fiber modem and the wall outlet.
• 10G LAN is not green? Check the cable between the Ethernet port of the fiber modem and the red 10G WAN port on the Internet Box+ 7.
  The Ethernet cable must be category 6A or higher (this is printed on the cable).

My fiber modem has the lights Power, Pon and DATA

Here’s what you should check:

• Power is off? Check that the fiber modem is properly plugged in and turned on.
• PON is red? Make sure the fiber cable (with the green tip) is securely connected to both the fiber modem and the wall outlet.
• DATA is not blue. Check the cable between the Ethernet port of the fiber modem and the red 10G WAN port on the Internet Box+ 7.
  The Ethernet cable must be category 6A or higher (this is printed on the cable).

If the issue continues

Restart your devices: Internet Box+ 7 and fiber modem.

If you still can’t connect to the internet, you need to contact our technical support.

G0005

What is the issue?

Your Internet Box has a hardware problem with the 2.4 GHz Wi-Fi.

What can you do?

Reset your Internet Box+ 7 in a few steps.

Follow these steps:

1. Make sure your Internet Box+ 7 is turned on.
2. On the back, near the Power button, press and hold the reset button for 20 seconds using a pointed object.
3. The light on the front will turn off and back on. This means the reset is in progress.
4. Once the light is steady blue, your internet connection is restored. This may take 10 to 45 minutes.

If the error persists, you need to contact our technical support.

G0006

What is the issue?

Your Internet Box has a hardware problem with the 5.0 GHz Wi-Fi.

What can you do?

Reset your Internet Box+ 7 in a few steps.

Follow these steps:

1. Make sure your Internet Box+ 7 is turned on.
2. On the back, near the Power button, press and hold the reset button for 20 seconds using a pointed object.
3. The light on the front will turn off and back on. This means the reset is in progress.
4. Once the light is steady blue, your internet connection is restored. This may take 10 to 45 minutes.

If the error persists, you need to contact our technical support.

G0007

What is the issue?

Your Internet Box has a hardware problem with the 6.0 GHz Wi-Fi.

What can you do?

Reset your Internet Box+ 7 in a few steps.

Follow these steps:

1. Make sure your Internet Box+ 7 is turned on.
2. On the back, near the Power button, press and hold the reset button for 20 seconds using a pointed object.
3. The light on the front will turn off and back on. This means the reset is in progress.
4. Once the light is steady blue, your internet connection is restored. This may take 10 to 45 minutes.

If the error persists, you need to contact our technical support.

G0010

What is the issue?

Your Internet Box has a hardware issue with its Thread radio.

What can you do?

Reset your Internet Box+ 7 in a few steps.

Follow these steps:

1. Make sure your Internet Box+ 7 is turned on.
2. On the back, near the Power button, press and hold the reset button for 20 seconds using a pointed object.
3. The light on the front will turn off and back on. This means the reset is in progress.
4. Once the light is steady blue, your internet connection is restored. This may take 10 to 45 minutes.

If the error persists, you need to contact our technical support.

G0015

What is the issue?

Your Internet Box is overheating.

What can you do?

Please make sure the device is in a well-ventilated room, without direct exposure to sunlight.
Do not place it on a radiator either.

If the error persists, you need to contact our technical support.

G0016

What is the issue?

Your Internet Box is in a place that’s too cold.

What can you do?

Make sure the device is placed in a room with a normal room temperature – not too hot and not too cold. 

The room where the Internet Box+ 7 or Wi-Fi Boosters are located must be between 5°C and 35°C.

G0017

What is the issue?

The power supply unit isn’t working properly and may cause issues with your Internet Box.

What can you do?

You need to contact our technical support.

G1 errors

G1121

What is the issue?

Your backup access device is not properly connected to your gateway or not present.

What can you do?

Your 4G/5G modem may not be properly connected to your Internet Box+ 7.

Here’s how to check:

1. Check that the cable is in good condition and properly connected between the back-up port of your Internet Box+ 7 and the 4G/5G modem.
2. Check that the 5G modem is switched on.
3. If everything is connected correctly but the error message still appears, restart both devices: first the Internet Box+ 7, then, when its light turns blue, the 4G/5G modem.

If you still can’t connect to the internet, you need to contact our technical support.

G2 errors

G2131

What is the issue?

There’s a problem with your Wi-Fi service (EasyMesh issue).

What can you do?

1. Restart your Internet Box.
2. Check if the error is gone:
   • Error gone but the network is still unstable (e.g. Booster Power light blinking, wrong position light, etc.)? Restart your Boosters.

   • If you still can’t connect to the internet, you need to contact our technical support.

G2132

What is the issue?

There’s a problem with your Wi-Fi service (EasyMesh issue).

What can you do?

Reset your Internet Box+ 7 in a few steps.

Follow these steps:

1. Make sure your Internet Box+ 7 is turned on.
2. On the back, near the Power button, press and hold the reset button for 20 seconds using a pointed object.
3. The light on the front will turn off and back on. This means the reset is in progress.
4. Once the light is steady blue, your internet connection is restored. This may take 10 to 45 minutes.

If the error persists, you need to contact our technical support.

G3 errors

G3001

What is the issue?

No IP address received. Your internet connection isn’t working.

What can you do?

Turn off your fiber modem and  Internet Box+7 for at least 6 minutes. Then turn it back on.

If you still can’t connect to the internet, you need to contact our technical support.

G3002

What is the issue?

IPv4 address not received. Your internet connection is disrupted.

What can you do?

Turn off your fiber modem and  Internet Box+7 for at least 6 minutes. Then turn it back on.

If you still can’t connect to the internet, you need to contact our technical support.

G3003

What is the issue?

IPv6 address not received. Your internet connection is disrupted.

What can you do?

Turn off your fiber modem and  Internet Box+7 for at least 6 minutes. Then turn it back on.

If you still can’t connect to the internet, you need to contact our technical support.

G3004

What is the issue?

Your internet connection isn’t working.

What can you do?

Turn off your fiber modem and  Internet Box+7 for at least 6 minutes. Then turn it back on.

If you still can’t connect to the internet, you need to contact our technical support.

G3121

What is the issue?

There’s a problem between your Internet Box and your access backup device.

What can you do?

Your 4G/5G modem may not be properly connected to your Internet Box+ 7.

Here’s how to check:

1. Check that the cable is in good condition and properly connected between the back-up port of your Internet Box+ 7 and the 4G/5G modem.
2. Check that the 5G modem is switched on.
3. If everything is connected correctly but the error message still appears, restart both devices: first the Internet Box+ 7, then, when its light turns blue, the 4G/5G modem.

If you still can’t connect to the internet, you need to contact our technical support.

G3122

What is the issue?

There’s a problem between the mobile network and your access backup device.

What can you do?

You need to make sure your modem 4G/5G receives the mobile signal correctly.

Proceed as follows:

1. Look at the three bars on the front of your modem 4G/5G.
2. If not all bars are on, move the modem 4G/5G closer to a window to improve coverage.

The more bars you see, the better your internet connection will be.

More info on the 4G Mobile Wi-FiOpens a new window

G5 errors

G5111

What is the issue?

There’s a problem with your fixed telephony service.

What can you do?

Reset your Internet Box+ 7 in a few steps.

Follow these steps:

1. Make sure your Internet Box+ 7 is turned on.
2. On the back, near the Power button, press and hold the reset button for 20 seconds using a pointed object.
3. The light on the front will turn off and back on. This means the reset is in progress.
4. Once the light is steady blue, your internet connection is restored. This may take 10 to 45 minutes.

If the error persists, you need to contact our technical support.

G5112

What is the issue?

There’s a problem with your fixed telephony service.

What can you do?

You need to contact our technical support.

G5151

What is the issue?

Dynamic DNS issue detected.

What can you do?

 Please verify your Dynamic DNS service credentials and try again. If problem persists, please contact your Dynamic DNS service provider.

G7 errors

G7001

What is the issue?

There’s a problem between your Internet Box and at least one Booster.

What can you do?

You need to contact our technical support.

G7002

What is the issue?

There’s a problem with your Wi-Fi.

What can you do?

You need to contact our technical support.

G7003

What is the issue?

There’s a problem with your Guest Wi-Fi service.

What can you do?

You need to contact our technical support.

G7004

What is the issue?

There’s a problem with your Proximus Limited network.

What can you do?

You need to contact our technical support.

G7101

What is the issue?

There’s a problem preventing your Internet Box from being remotely managed by your operator.

What can you do?

You need to contact our technical support.

G7102

What is the issue?

There’s a problem preventing your Internet Box from being remotely managed by your operator.

What can you do?

You need to contact our technical support.

G7103

What is the issue?

There’s a problem preventing your Internet Box from being remotely managed by your operator.

What can you do?

You need to contact our technical support.

G7111

What is the issue?

There’s a problem with your fixed telephony service.

What can you do?

You need to contact our technical support.

G7112

What is the issue?

There’s a problem with your fixed telephony service.

What can you do?

You need to contact our technical support.

G7113

What is the issue?

There’s a problem with your fixed telephony service.

What can you do?

You need to contact our technical support.

G7121

What is the issue?

There’s a problem with your backup access service.

What can you do?

You need to contact our technical support.

G7131

What is the issue?

There’s a problem with your Wi-Fi service (EasyMesh issue).

What can you do?

1. Restart your Internet Box.
2. Check if the error is gone:
   • Error gone but the network is still unstable (e.g. Booster Power light blinking, wrong position light, etc.)? Restart your Boosters.

   • If you still can’t connect to the internet, you need to contact our technical support.

G7132

What is the issue?

There’s a second Internet Box or an unsupported Wi-Fi access point/repeater in your network.

What can you do?

A non-Proximus Wi-Fi access point is interfering with the network.

1. Unplug the non-Proximus Wi-Fi access point.
2. Restart the Internet Box, then each Wi-Fi Booster.

Alternative: Keep the non-Proximus Wi-Fi access point, but disable the Wi-Fi and EasyMesh controller button in MyProximus. Note: This will completely disable Proximus Wi-Fi and make the Wi-Fi Boosters unusable.

If you still can’t connect to the internet, you need to contact our technical support.

G7133

What is the issue?

There’s a problem with your Wi-Fi service (EasyMesh issue).

What can you do?

Restart the Internet Box, then each of the Wi-Fi Boosters.

If you still can’t connect to the internet, you need to contact our technical support.

G7151

What is the issue?

There’s a problem with your Dynamic DNS service.

What can you do?

Please contact your Dynamic DNS service provider.

G7152

What is the issue?

Your Dynamic DNS service is misconfigured.

What can you do?

 Please verify your Dynamic DNS service credentials and try again. If problem persists, please contact your Dynamic DNS service provider.