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An appointment with a technician

The Covid-19 and your appointment with a technician

Our country is facing a major health crisis. Due to the outbreak of COVID-19, we are obliged to take exceptional measures regarding the facilities and future repairs. Until April 20, we are limiting our home interventions to the essential activities of maintaining telecommunications services, i.e.:

  • priority clients (hospitals, crisis centers, doctors, ...).
  • repairs, removals and urgent installations, without which your network connection is at risk.

As a result, your appointment with a technician may be postponed: you will be personally informed by e-mail and/or SMS. You can also see it on MyProximus.

You can check the date of the intervention online and send through practical details. In some cases you can also change or cancel your appointment.

Request a technical intervention

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.
View your appointment

View the date and time of your appointment with the technician. There are three possibilities:

  • Open the MyProximus app as administrator. Tap your photo or your initials at the top left and then Appointments.
  • Log in on MyProximus as administrator and view your appointment.
    View your appointment
  • Consult the e-mail or text message we sent you.

We can't give you an exact time, but the technician will call you on the agreed telephone number half an hour before he is due to arrive.

Change or cancel your appointment

Do you want to clarify the address or contact details? Or provide the name of another contact person? Or postpone or cancel the appointment?

You don't need to call us; you can change the appointment yourself (you can do so up to 4 hours before the original appointment):

  1. View your appointment, following one of the 3 ways described above.
  2. Click on the date of your appointment.
    • To change the appointment, click on Edit date and time and select a new date and time. Click on Confirm modification.
    • To cancel the appointment (only possible for technical interventions, not for installations), click on Cancel appointment.
    • To provide other contact details (only possible for technical interventions, not for installations), click on Edit contact and then on Confirm modification and, if necessary, provide another name, mobile number or e‑mail address.
  3. After you have confirmed this you will receive an e-mail and text message with the new details.

If you are unable to change your appointment online, please contact us by phone.


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