- Reboot your modem: press the On/Off button on the back of your modem to turn it off. Then turn it on again a few seconds later.
- If the LEDs are still red, go into your modem's interface by surfing to the address http://192.168.1.1.
- Identify yourself on the modem with the User password (located on the bottom plate or on the back of the modem). Select User as the user name and then enter the User password. The latter is indicated on the bottom plate or on the back of the modem. Finally, click on the Login button.
- On the modem home screen, look at the list of connected and active devices (in bold or outlined in red). Check whether two of them have the same IP address, e.g. 168.205.11.1.
- Is this the case? Click on the small cross next to the name of the device. The device will be deleted from the list. The device will then reconnect and probably receive a new IP address.
A problem with internet?
Don't have an Internet connection anymore? Read on and follow our tips. They will enable you to resolve most problems. But don't forget to check first if you have paid your last invoice.
Your internet works but is too slow? Consult our tips for improving your Wi-Fi.
How do you connect to the Internet?
At home via a modem? Or outside via 4G or Public Wi-Fi?
-
At home - b-box 3
-
At home - b-box 3V+
-
At home - b-box 2
-
On the go - Mobile internet-4G
-
On the go - Public Wi-Fi hotspot
Are you connected to the fiber?
Is your b-box 3 V+ connected to a fiber modem (white or black) via a cable from the red port of the b-box? Are the two devices in your home or office? If yes, click "b-box 3V+ and fiber". If no, click "b-box 3V+".
-
b-box 3V+
-
b-box 3V+ and fiber
Restart your fiber modem
-
Press the button on the back of the fiber modem. The indicator lights will go off.
-
Wait 10 seconds.
-
Press the button on the back of the fiber modem again to turn it on.
-
Wait until the indicator lights go on.
Check the indicator lights of your fiber modem

Check LEDs and cables on your b-box 3V+
Check the LEDs on your b-box modem.
-
The Power LED
must be on. Is it off? Turn the switch to I.
-
The DSL LED
must be on if you don’t have optical fiber. Is it off? Make sure the cable between the DSL port and the Proximus splitter is plugged.
-
The WAN LED
must be on if you have the optical fiber. Is it off? Make sure the cable between the WAN port and the fiber modem is plugged.
-
The LAN LED
must be on if a cable is plugged in one of your modems yellow ports. Is it off? Check your cables are plugged.
-
The Wi-Fi LED
must be on if your TV is connected to a Wi-Fi Bridge. Is it off ? Press the button next to the Wi-Fi indicator 3 seconds to turn it back on.
- The LAN and Wi-Fi LEDs are red?
Are the LAN and Wi-Fi LEDs red? In that case there’s probably an IP address conflict between your devices. What should you do?
Check LEDs and cables on your b-box 3/3V+
Check the LEDs on your b-box modem.
-
The Power LED
must be on. Is it off? Turn the switch to I.
-
The DSL LED
must be on if you don’t have optical fiber. Is it off? Make sure the cable between the DSL port and the Proximus splitter is plugged.
-
The WAN LED
must be on if you have the optical fiber. Is it off? Make sure the cable between the WAN port and the fiber modem is plugged.
-
The LAN LED
must be on if a cable is plugged in one of your modems yellow ports. Is it off? Check your cables are plugged.
-
The Wi-Fi LED
must be on if your TV is connected to a Wi-Fi Bridge. Is it off ? Press the button next to the Wi-Fi indicator 3 seconds to turn it back on.
- The LAN and Wi-Fi LEDs are red?
Are the LAN and Wi-Fi LEDs red? In that case there’s probably an IP address conflict between your devices. What should you do?
- Reboot your modem: press the On/Off button on the back of your modem to turn it off. Then turn it on again a few seconds later.
- If the LEDs are still red, go into your modem's interface by surfing to the address http://192.168.1.1.
- Identify yourself on the modem with the User password (located on the bottom plate or on the back of the modem). Select User as the user name and then enter the User password. The latter is indicated on the bottom plate or on the back of the modem. Finally, click on the Login button.
- On the modem home screen, look at the list of connected and active devices (in bold or outlined in red). Check whether two of them have the same IP address, e.g. 168.205.11.1.
- Is this the case? Click on the small cross next to the name of the device. The device will be deleted from the list. The device will then reconnect and probably receive a new IP address.
Check LEDs and cables on your b-box 2
-
The Power LED
must be on. Is it off? Turn the switch to I.
-
The DSL LED
must be on. Is it off ? Make sure the cable between the DSL port and the Proximus splitter is plugged.
-
The LAN LED
must be on if a cable is connected in the grey port of the modem. Is it off? Check your cables are plugged.
Restart other devices
To which device is your modem connected?
-
PLC Adapter
-
Wi-Fi Extender
-
Wi-Fi Booster
-
Restart your PLC adapter
PLC adapters are connected on one side near the place where you use your mobile or computer and on the other side near your modem.
Check that the PLCs are connected and restart them:
-
Unplug the 1st PLC adapter (e.g. the one next to the modem) from the electric socket. Wait 10 seconds and plug it back in again.
-
Unplug the 2nd PLC adapter (e.g. the one next to the decoder) from the electric socket. Wait 10 seconds and plug it back in again.
-
Wait a few minutes until the LED indicators light up again.

Restart your Wi-Fi Extender
Wi-Fi Extender are connected on one side near the place where you use your mobile or computer and on the other side near your modem.
Check that the Wi-Fi Extender are connected and restart them:
-
Unplug the 1st Wi-Fi Extender (e.g. the one next to the modem) from the electric socket. Wait 10 seconds and plug it back in again.
-
Unplug the 2nd Wi-Fi Extender (e.g. the one next to the decoder) from the electric socket. Wait 10 seconds and plug it back in again.
-
Wait a few minutes until the LED indicators light up again.

Restart your Wi-Fi Booster
We are going to reboot your Wi-Fi Booster.
-
Press the button on top of the Wi-Fi Booster. The indicator lights will go off
-
Wait five seconds, then press again to turn on your Wi-Fi Booster.
-
If you have several Wi-Fi Booster, restart them all in the same way.

Check your Wi-Fi
Still no Wi-Fi on your mobile phone or computer?
Stand near your modem with your device connected to the Wi-Fi:
-
Check that the Wi-Fi light on your modem is on.
-
Check that your device is connected to the network of your modem. The network name is indicated on a label on the back (or under) your modem next to the word SSID, unless you have changed it.
Via mobile internet (4G)
- Check if you have good reception where you are. Just look at the receiver bars (
) at the top of your device screen. Is that not good? Move around to find a place that has better reception.
- Restart your device.
- Use the correct settings and check if the mobile data is enabled on your device.
- Check in the MyProximus app or MyProximus website if the mobile data is not blocked. This can happen if:
- You have a Full Control package and you have reached the end of your data package. In this case, you can order a volume of additional data.
- You have blocked mobile data, for example abroad. You can unlock them.
- You don't have paid your invoice.
Via a Public Wi-Fi hotspot
Do you want to connect to the Internet outside your home, without using mobile internet (4G)? In this case, you can use the Public Wi-Fi.
We explain to you how to install or reinstall it on your device. Still not working? Check out our help page.
Your internet connection is still not working?
The Wi-Fi is on on your device, the cables are well connected, the LEDs on your modem are on and you still don't have internet? Contact our technical service, we will be happy to help you.
Your internet connection works again
We are happy that your internet connection is working again.
Wi-Fi connection, we advise you to consult our tips to improve your Wi-Fi connection and download our Home Optimizer application.