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Request support via MyProximus Enterprise

Want to ask a question or report a problem to our customer service and view its status online? You can do so quickly and easily via MyProximus.

You must be registered as an administrator on MyProximus and have access to the 'Support' section.

  • You do not have a MyProximus account yet or you are not the administrator for your company? Register.
  • You don't see the Support section in MyProximus? Keep your invoice at hand: there you will find your contact person or your customer number to contact us. We can give you access to Support, for administrative or technical questions.

Administrative requests

For questions about your mobile invoice or changes to your mobile services (e.g. ordering SIM cards, porting mobile numbers, configuring call blocking, changing subscriptions or options, etc.), you can create and track a support case via MyProximus.

For other products (e.g. your fixed products), this feature will be added in stages and you can always contact us via the usual channels.

Open an administrative request
  1. Log in to MyProximus.
    Log in to MyProximus
  2. In the Support menu, click on Administrative assistance.
    Click on Support and Administrative assistance.
  3. Choose the topic and details of your question. In this example, we opted for Electronic invoicing under the Invoice topic.
    Choose the topic and details of your question.
  4. Fill in the form: the fields may differ depending on the topic of your question, so we will only discuss the main fields here.
    1. Single or multiple accounts: if you want to make the change for multiple accounts at the same time via an Excel template, click on multiple accounts.
    2. Proximus customer account: you can find this on the first page of your invoice. If you have become a customer of ours recently or received a new customer account, your customer account might not be recognized, but you can proceed anyway.
    3. Preferred effective date: choose a date on which you would like to implement the change. If you don't choose a date, we will implement the change as soon as possible.
    4. Do you have any other remarks? Provide a sufficiently detailed explanation so we can process your request.
    5. Do you want to upload any files (after submitting the request)?: Choose Yes if you would like to add attachments to your request. NB: you cannot add the files until after you have clicked on Submit this request.
    6. Click on Submit this request. You will receive a confirmation of your request and will be kept informed by e-mail of changes in your request.
      Fill in the form.
Follow up on your administrative request

You will receive an e-mail each time there is a change in your request. To view your request, follow these steps:

  1. Log in to MyProximus.
    Log in to MyProximus
  2. On the main page, you can see an overview of your cases.
    Overview of your support cases in MyProximus.
  3. You will now see an overview of your cases with the date, topic and status of your request. To view older cases, click on View all.
    The status of a case can be Open, Closed or Information requested.
    Does your case have the Information requested status? In that case, we need additional information from you to be able to process your request.
  4. Click on a case to open it. Below, you can send through remarks or add attachments.
    Your request

Technical requests

You can easily report, track and see an overview of your technical requests, planned works, incidents and appointments on your fixed line, telephone exchange or Cloud in MyProximus. Download the complete manual .

For other products (e.g. your mobile products), you can always contact us via the usual channels.

Report a technical issue
  1. Log in to MyProximus.
    Log in to MyProximus
  2. In the Support menu, click on Technical assistance.
    Click on Fixed line services technical issues in the Support menu.
  3. Click on Report an issue from the top menu.
    Click on Report an issue.
  4. In Base Configuration Items, choose for which product and installation address you would like to report an issue.
  5. You will now see an overview of the selected product and installation address. Click on Create Case in the upper right corner.
    Below you can also see some tabs that are of interest:
    1. Cases: shows a history of cases that have been created for the product you’ve selected.
    2. Diagnosis and Recovery Tasks: shows an overview of all tests and attempts at recovery that have been done for the product you’ve selected.
    3. Incidents: shows if there is currently an incident ongoing (e.g. a cable breach) that impacts the product you’ve selected. If an incident is already open, we are already working on re-establishing your services.
    4. Planned works: shows an overview of all events that are planned in the future for the product you’ve selected. If planned works are ongoing, your services will be re-established when the works are finished.
      Choose Create Case
  6. A test will first be launched to see if the problem can be solved immediately. This can take about one minute.
  7. Depending on the result, you will be able to create a case by clicking Continue Case Creation. You can also relaunch or show an analysis of the test.
  8. Choose the type of case you would like to create and click Select:
    • Service issue: if you are experiencing technical issues.
    • Info request: if you have a question without technical issue.
  9. You will now be taken to a form. Some fields will already be filled out based on your previous choices. Fill out a short description of your issue:
    • Impacted services: describe which services are no longer working, e.g. internet, landline, etc.
    • Impact: select if you are experiencing a complete outage of your services or if the service is degraded.
    • Customer Case Reference: if you are using an internal case system, you can fill out your case number here. If not, you can just leave this field blank.
    • Description: give as much relevant information to your case as possible, e.g. the type of router used, timestamp, symptoms, checks you might have done (reboot, reset or cabling), error messages, etc.
      Describe your issue.
  10. Enter your contact details (name, language, telephone number, e-mail address and whether you are onsite or not) and choose a Preferred Communication Channel.
    Enter your contact details.
  11. Click on Register your Case with Proximus. We will inform you of any progress through your preferred communication channel.
Requesting a change of your line or configuration

You can request changes in the configuration of your Proximus managed router (e.g. access lists, DHCP, firewall, routing, IP ranges) or on your line. Follow the steps below:

  1. Log in to MyProximus.
    Log in to MyProximus
  2. In the Support menu, click on Technical assistance.
    Click on Fixed line services technical issues in the Support menu.
  3. Click on Report an issue from the top menu.
    Click on Report an issue.
  4. In Base Configuration Items, choose for which product and installation address you would like to request a change.
  5. You will now see an overview of the selected product and installation address. Click on Change request in the upper right corner.
  6. From the catalogue, select the service you want to change.
  7. Depending on the service you have selected, you will have different fields to fill out. Enter your contact details and select when you would like the change to take place. You will also be informed of the implementation fee.
  8. Click Submit to create a case.
Follow up on your technical request

You will be notified each time there is a change in your request. To view your request, follow these steps:

  1. Log in to MyProximus.
    Log in to MyProximus
  2. In the Support menu, click on Technical assistance.
    Click on Fixed line services technical issues in the Support menu.
  3. Click on My Cases.
    Click on My Cases
  4. You will now see an overview of your cases and their status. If you have many cases, you can use the search field to search for a specific case number or keyword. You can also set some filters by clicking on the All icon.
    Your case can have several statuses:
    • Open: Your case has been opened. Our technician will shortly start handling your case.
    • Accepted: Our technician has confirmed your case has been opened and will shortly begin handling your case.
    • Assigned: Your case has been assigned to a Proximus team.
    • In progress: Our technician is currently working on your case.
    • Awaiting customer: Your case has been temporarily put on hold and SLA timers are paused. Information as to why will be available in the case history. Your feedback is required before we can take any other action.
    • Awaiting appointment booking: An intervention has been created and you must book an appointment. SLA timers have been paused. Your feedback is required before we can take any other action.
    • Awaiting intervention after SLA: The SLA has been paused because your intervention has been booked after the case due time.
    • Resolved: Your case has been resolved. Unless it is re-opened, it will be automatically closed. More details are available in the case.
    • Closed: Your case has been closed and can no longer be edited or re-opened.
    • Cancelled: Your case has been closed and can no longer be edited or re-opened.
    • Intervention Assigned: A field technician or expert has been called in about your case and will shortly start working on it.
    • Intervention in progress: A field technician or expert has been called in about your case and is currently working on it.
    • Intervention to be continued: A field technician or expert has indicated that further case handling is needed.
    • Resolution to be confirmed: Our technician will perform final tests and you will need to confirm if your problem is solved. Your feedback is required before we can take any other action.
    • Intervention Completed: The intervention has been completed by the technician.
    • Re-opened:  Your case was initially resolved but has been re-opened. Our technician will shortly resume working on it.
    • On hold: The analysis has been temporarily paused for further investigation. Please verify your case for the details. Your feedback is required before we can take any other action.
  5. Click on a case to open it. In Case Conversation, you can send us a message with more information about your case or add attachments via the attachment icon.
    Type a message and click Send.
View your planned works, incidents and appointments

You can view planned works or incidents that are affecting your services. You can also see an overview of all your Proximus appointments.

  1. Log in to MyProximus.
    Log in to MyProximus
  2. In the Support menu, click on Technical assistance.
    Click on Fixed line services technical issues in the Support menu.
  3. Click on My Events.
  4. You will now see 3 tabs: Planned Works, Incidents and My Appointments. Some more information of what is available to you:
    • Planned Works: You will see an overview of the planned work with a Begin and End time. In the tab Impacted CI, you will see all your services that are impacted by these planned works.
    • Incidents: You will see an overview of incidents with a status and an estimated Due Date (and time) of when the incident will be solved. In the tab Incident Affected CIs, you will see all your services that are impacted by this incident.
    • My Appointments: You will see an overview of all your appointments with a Proximus technician. If you click on an appointment, you can see the details (Date, Time and Status). To change your appointment, click on Rebook Slot and choose a new date and time.
Manage your contacts

You create your own contacts or contact groups within your company that will get notified of updates on your cases, incidents, planned works and appointments. A contact group is typically created if you want to add a shared mailbox.

Create a new contact
  1. Log in to MyProximus.
    Log in to MyProximus
  2. In the Support menu, click on Technical assistance.Click on Fixed line services technical issues in the Support menu.
  3. In the upper right corner, click on your profile name and on Contact and Groups.
    Click your profile and then Contact and Groups.
  4. Click the Create New Contact button.
    Click on Create New Contact.
  5. Fill out the contact's personal information and choose a preferred communication channel. Select Enable under Notification to say informed of your cases, planned works and appointments. If a certain contact no longer works at your company, you can deselect Active and the contact will no longer receive notifications.
    Fill out your details, preferred contact channel and enable notitications.
  6. Click Save and Create Subscription.
Create a new contact group
  1. Log in to MyProximus.
    Log in to MyProximus
  2. In the Support menu, click on Technical assistance.Click on Fixed line services technical issues in the Support menu.
  3. In the upper right corner, click on your profile name and on Contact and Groups.
    Click your profile and then Contact and Groups.
  4. Click on the Groups tab.
    Click on the Groups tab.
  5. Fill out the group's information and choose a preferred communication channel. Select Enable under Notification to inform the group of cases, planned works and appointments.
    Enter the group's information, preferred communication channel and enable notifications.
  6. Click Save.

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