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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: you will find your contact person or your customer number to contact usNew window. We can give you access to Support, for administrative or technical questions.

Administrative & mobile assistance

For questions about your mobile invoicechanges or technical questions about 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 usNew window through the usual channels.

  1. Log in to MyProximus.
    Log in to MyProximusNew window
  2. In the menu at the top, click on Follow-up. There are 2 ways to create a new request:
    • On the Administrative tickets tile, click Create new ticket.
    • On the Administrative and technical tickets tile, click Administrative tickets.
  3. Choose the topic and details of your question. In this example, we opted for Electronic invoicing under the Invoice topic.
  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.

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 MyProximusNew window
  2. In the menu at the top, click on Follow-up. There are 2 ways to follow up on your request:
    • On the Administrative tickets tile, click See all.
    • On the Administrative and technical tickets tile, click Administrative tickets and on the My support tickets tab.
  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.

Technical assistance

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

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

In MyProximus, you will find:

  1. My Cases: history of all cases you have raised with Proximus.
  2. My Requests: history of all change requests you have raised with Proximus.
  3. Diagnosis & Recovery: history of the technical tests performed on your configuration.
  4. My Events: history of the incidents (general outages affecting your configuration), planned works or appointments for interventions.
  5. My Account: all accounts (one account per company) you have with Proximus.
  6. Report an Issue: allows you to inform Proximus about an issue: technical problem, question or change request. Each issue will result in a case.
  7. My Reports: allows you to see an overview of your interactions with Proximus.
  8. Profile name: allows you to manage your profile and contacts for your company.

Register your question in 3 easy steps:

  1. Go to technical assistance:
    • Log in to MyProximus.
      Log in to MyProximusNew window
    • In the menu at the top, click on Follow-up. There are 2 ways to create a new request:
      • On the Technical assistance tickets tile, click Create new ticket.
      • On the Administrative and technical tickets tile, click Technical tickets.
  2. Report your issue:
    • Click on Report an issue from the top menu and select your product category.
    • On Base Configuration Items, choose for which product and installation address you would like to report an issue.
    • You will see an overview of the selected product and installation address. Click on Create Case.
    • 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.
    • A test will first be launched to see if the problem can be solved immediately. This can take about one minute.
    • Depending on the result, you will be able to create a case by clicking Continue Case Creation.
  3. Fill your case:
    • 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 the 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.
    • If you’re onsite contact, enter your contact details (name, language, telephone number, e-mail address and whether you are onsite or not) and choose a Preferred Communication Channel.
    • Click on Register your Case with Proximus. We will inform you of any progress through your preferred communication channel.

You will be notified each time there is a change in your request. To view your request, follow these 2 steps:

  1. Go to technical assistance:
    • Log in to MyProximus.
      Log in to MyProximusNew window
    • In the menu at the top, click on Follow-up. There are 2 ways to follow up on your request:
      • On the Technical assistance tickets tile, click See all.
      • On the Administrative and technical tickets tile, click Technical tickets.
  2. Click on My Cases:
    • You will see an overview and their status. If you have many cases, you can use the search field to search for a specific case number or keyword.
    • Your case can have several statuses and some of them can request your action:
      • 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.
      • 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.
      • Resolved: Your case has been resolved. Unless it is re-opened, it will be automatically closed. More details are available in the case.
    • 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.

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

  1. Go to technical assistance:
    • Log in to MyProximus.
      Log in to MyProximusNew window
    • In the menu at the top, click on Follow-up. There are 2 ways to see planned works, incidents and appointments:
      • On the Technical assistance tickets tile, click See all.
      • On the Administrative and technical tickets tile, click Technical tickets.
  2. Click on My Events:
    • You will see 3 tabs: Planned Works, Incidents and My Appointments.
      1. Planned Works: overview of the planned work with a begin and end time. If you select a planned work, you will see all your services that are impacted by these planned works in the tab Impacted Service Identifier.
      2. Incidents: overview of general incidents with a status and an estimated due date (and time) of when the incident will be solved. If you select an Incident, you will see all your services that are impacted by this general incident in the tab Impacted Service Identifier.
      3. My Appointments: overview of all your appointments with a Proximus technician. If you select an appointment, you will see the details (date, time and status). If it’s possible to change your appointment, click on Rebook Slot and choose a new date and time.

You create your own contacts or contact groups (e.g. shared mailbox) 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.

To create a new contact, contact group or manage notifications, follow these steps:

  1. Go to technical assistance:
    • Log in to MyProximus.
      Log in to MyProximusNew window
    • In the menu at the top, click on Follow-up. There are 2 ways to manage your contacts, alerts & notifications:
      • On the Technical assistance tickets tile, click Create new ticket.
      • On the Administrative and technical tickets tile, click Technical tickets.
    • Contact and Groups:
      • In the upper right corner, click on your profile name and on Contact and Groups.
      • To create a new contact, just click Create New Contact button and fill out the contact's personal information. If you want to create a contact group (e.g. shared mailbox, generic email address…) click first on Groups tab and then Create New Group button.
      • Choose a preferred communication channel and select Enable under Notification to stay 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. Click Save.
    • Notification subscriptions
      • You can also subscribe (yourself or other contacts) to receive some notifications to be warned about specific events in your configuration.
      • Select a contact or group contact and click on the Create Subscription button. Choose a Notification Type:
        • Incident Subscription (General Incident impacting your configuration)
        • Planned Work (Planned Work impacting your configuration)
        • Pro-active Work (Potential issue detected by our monitoring systems)
        • Re-active Case (Issue/question you have registered)
      • Select the Account concerned by your subscription. Other fields are available if you would like further fine-tuning.

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. Go to technical assistance:
    • Log in to MyProximus.
      Log in to MyProximusNew window
    • In the menu at the top, click on Follow-up. There are 2 ways to create a new request:
      • On the Technical assistance tickets tile, click Create new ticket.
      • On the Administrative and technical tickets tile, click Technical tickets.
    • Create your change:
      • Click on Report an issue from the top menu and select your product category.
      • On Base Configuration Items, choose for which product and installation address you would like to create a change.
      • You will see an overview of the selected product and installation address. Click on Create Change Request in the form product.
      • From the catalogue, select the service you want to change. 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.

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