Please contact our technical service. They will propose an intervention during office hours. If you want an intervention outside office hours, you will be billed a surcharge.
In principle, the intervention is free of charge. It depends on where the technical problem occurs:
- 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.