If a new product needs to be installed, we will suggest a date for the technical installation when you place your order.
If you have a technical problem with an existing product, first try out our tips in case of TV or internet problem. Does this not solve your problem? Then contact our technical department. The staff will try to solve your problem over the telephone. If this is not possible, our staff will schedule an appointment for a technical intervention with you.
In principle, this intervention is free of charge. It depends on the location and the technical circumstances of the 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
You are responsible for private cabling and equipment (telephones, modems, decoders) behind the connection point. This € 85 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 collection point.
- For repeated interventions within a 14-day period, the flat-rate charge will be billed only once.
- For an intervention outside office hours a surcharge will be applied.