An appointment with a technician

Do you have a problem with internet, Proximus TV or your landline? Try first our 10 tips in case of TV or internet problem.

Your problem is not solved ? Please contact our technical service. If we cannot solve your problem, we will make an appointment for an intervention.

You can subsequently check the appointment date online and send practical information. If necessary, you can also change or cancel your appointment.

Request a technical intervention

Our technical service 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.
View your appointment

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

  • Log in on MyProximus 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.

An appointment with a technician How to view or change the appointment on MyProximus?
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 half a day before the original appointment):

  1. Click in the e-mail with the original appointment or log in on MyProximus
    Change or cancel your appointment
  2. Click on the date of your appointment.
    • To change the appointment, click Change and select a new period and click Continue.
    • To cancel the appointment, click Cancel my appointment.
    • To provide other contact details, click Change, then Continue and, if necessary, provide another name, mobile number or e-mail address.
  3. Checkmark your request for confirmation. You will receive an e-mail or text message confirming the change.

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

An appointment with a technician How to view or change the appointment on MyProximus?

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