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?

  • b-box 3/3V+ At home - b-box 3
  • b-box 3V+ At home - b-box 3V+
  • b-box 2 At home - b-box 2
  • On the go - Mobile internet-4G
  • On the go - Public Wi-Fi hotspot
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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 3/3V+ b-box 3V+
  • b-box 2 b-box 3V+ and fiber
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Restart your fiber modem

You are going to reboot your fiber modem, if it is in your home or office, close to your modem.

  1. Press the button on the back of the fiber modem. The indicator lights will go off.

  2. Wait 10 seconds.

  3. Press the button on the back of the fiber modem again to turn it on.

  4. Wait until the indicator lights go on.

Redémarrer votre modem fibre Un problème avec internet ou la TV ? Redémarrez votre modem fibre si vous en avez un chez vous.

Is your problem solved?

Check the indicator lights of your fiber modem

Check the indicator lights of the fiber modem. If they are off, check the electrical connection of the modem and press the power button again. If one of the indicator lights remains red for a sustained period, contact us immediately.

Is your problem solved?

Restart your b-box 3V+ modem

  1. Press the on-off button to switch off the modem. You will see that the LED indicators at the front of the modem go out.

  2. Wait 10 seconds.

  3. Press again the on-off button to switch the modem back on.

  4. Wait until the LEDs (WAN or DSL) stay on

Is your problem solved?

Restart your b-box 3 modem

  1. Press the on-off button to switch off the modem. You will see that the LED indicators at the front of the modem go out.

  2. Wait 10 seconds.

  3. Press again the on-off button to switch the modem back on.

  4. Wait until the LEDs (DSL or XDSL) stay on

Is your problem solved?

Restart your b-box 2 modem

  1. Press the on-off button to switch off the modem. You will see that the LED indicators at the front of the modem go out. Wait 10 seconds.

  2. Press again the on-off button to switch the modem back on.

  3. Wait until the LEDs (DSL or XDSL) stay on.

Is your problem solved?

Check LEDs and cables on your b-box 3V+

Check the LEDs on your b-box modem.

  1. The Power LED must be on. Is it off? Turn the switch to I.

  2. 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.

  3. 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.

  4. 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.

  5. 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?
  1. 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.
  2. If the LEDs are still red, go into your modem's interface by surfing to the address http://192.168.1.1.
  3. 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.
  4. 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.
  5. 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.
Is your problem not resolvedContact us.

Is your problem solved?

Check LEDs and cables on your b-box 3/3V+

Check the LEDs on your b-box modem.

  1. The Power LED must be on. Is it off? Turn the switch to I.

  2. 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.

  3. 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.

  4. 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.

  5. 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?
  1. 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.
  2. If the LEDs are still red, go into your modem's interface by surfing to the address http://192.168.1.1.
  3. 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.
  4. 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.
  5. 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.
Is your problem not resolvedContact us.

Is your problem solved?

Check LEDs and cables on your b-box 2

  1. The Power LED must be on. Is it off? Turn the switch to I.

  2. The DSL LED must be on. Is it off ? Make sure the cable between the DSL port and the Proximus splitter is plugged.

  3. 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.

Is your problem solved?

Restart other devices

To which device is your modem connected?

  • PLC Adapter PLC Adapter
  • Wi-Fi Extender Wi-Fi Extender
  • Wi-Fi Booster Wi-Fi Booster
  • Computer, mobile
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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:

  1. 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.

  2. 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.

  3. Wait a few minutes until the LED indicators light up again.

Is your problem solved?

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:

  1. 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.

  2. 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.

  3. Wait a few minutes until the LED indicators light up again.

Is your problem solved?

Restart your Wi-Fi Booster

We are going to reboot your Wi-Fi Booster.

  1. Press the button on top of the Wi-Fi Booster. The indicator lights will go off

  2. Wait five seconds, then press again to turn on your Wi-Fi Booster.

  3. If you have several Wi-Fi Booster, restart them all in the same way.

Then, restart your decoder.

Is your problem solved?

Restart your device

Turn off and then turn on the device that no longer has an internet connection: computer, mobile phone, tablet... The procedure varies according to the device.

Is your problem solved?

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:

  1. Check that the Wi-Fi light on your modem is on.

  2. 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.

Is your problem solved?

Via mobile internet (4G)

Can't connect to the Internet via 4G and mobile internet ?
  1. 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.
  2. Restart your device.
  3. Use the correct settings and check if the mobile data is enabled on your device.
  4. Check in the MyProximus app or MyProximus website if the mobile data is not blocked. This can happen if:

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.

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