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No Internet or TV? Our tips

Don't have an Internet connection anymore? Does Proximus TV no longer work? Read on and follow our tips. They will enable you to resolve most problems.

Your internet works but is too slow? Consult our consult our tips for improving your Wi-Fi.

  • TV doesn't work
  • Internet doesn't work

What is your decoder?


Decoder is the Proximus device connected with your TV.

  • V6 decoder V6 decoder
  • V5c decoder V5c decoder
  • V5 decoder V5 decoder
  • V4 decoder V4 decoder
Show all options

Restart your V6 decoder


A solution that's usually effective? A simple reboot of your decoder.

  1. Set the switch on the back of your decoder to 0.
  2. Wait for at least 10 seconds.
  3. Reset it to 1.
  4. The indicators on the front of your decoder will light up. The reboot is in progress.
  5. After a few minutes, you can watch TV and navigate in the Proximus TV menu.

Is your problem solved?

Restart your V5c decoder


A solution that’s usually effective? A simple reboot of your decoder.

  1. Set the switch on the back of your decoder to 0.
  2. Wait for at least 10 seconds.
  3. Reset it to 1.
  4. The indicators on the front of your decoder will light up. The reboot is in progress.
  5. After a few minutes, you can watch TV and navigate in the Proximus TV menu.

Is your problem solved?

Restart your V5 decoder


A solution that’s usually effective? A simple reboot of your decoder.

  1. Set the switch on the back of your decoder to 0.
  2. Wait for at least 10 seconds.
  3. Reset it to 1.
  4. The indicators on the front of your decoder will light up. The reboot is in progress.
  5. After a few minutes, you can watch TV and navigate in the Proximus TV menu.

Is your problem solved?

Restart your V4 decoder


A solution that's usually effective? A simple reboot of your decoder.

  1. Set the switch on the back of your decoder to 0.
  2. Wait for at least 10 seconds.
  3. Reset it to 1.
  4. The indicators on the front of your decoder will light up. The reboot is in progress.
  5. After a few minutes, you can watch TV and navigate in the Proximus TV menu.

Is your problem solved?

Check LEDs and cables of the V6 decoder


The Power and SIG LEDs on the front of your decoder should be on.

  1. Power LED off? Check that the decoder is plugged into a power outlet and that the switch at the rear is ON.

  2. Is the SIG light off? Check the connection, on one side of the Ethernet cable in the decoder, on the other side in the modem, PLC, Wi-Fi Bridge or Wi-Fi Extender.

  3. Finally, check that the HDMI cable is connected to your decoder on one side and to your TV on the other.

Is your problem solved?

Check LEDs and cables of the V5c decoder


The Power and SIG LEDs on the front of your decoder should be on.

  1. Power LED off? Check that the decoder is plugged into a power outlet and that the switch at the rear is ON.

  2. Is the SIG light off? Check the connection, on one side of the Ethernet cable in the decoder, on the other side in the modem, PLC, Wi-Fi Bridge or Wi-Fi Extender.

  3. Finally, check that the HDMI or scart/Peritel cable is connected to your decoder on one side and to your TV on the other.

Is your problem solved?

Check LEDs and cables of the V5 decoder


The Power and SIG LEDs on the front of your decoder should be on.

  1. Power LED off? Check that the decoder is plugged into a power outlet and that the switch at the rear is ON.

  2. Is the SIG light off? Check the connection, on one side of the Ethernet cable in the decoder, on the other side in the modem, PLC, Wi-Fi Bridge or Wi-Fi Extender.

  3. Finally, check that the HDMI or scart/Peritel cable is connected to your decoder on one side and to your TV on the other.

Is your problem solved?

Check LEDs and cables of the V4 decoder


Check cables of the V4 decoder

  1. Power LED off? Check that the decoder is plugged into a power outlet and that the switch at the rear is ON.

  2. Is the SIG light off? Check the connection, on one side of the Ethernet cable in the decoder, on the other side in the modem, PLC, Wi-Fi Bridge or Wi-Fi Extender.

  3. Check that the HDMI or scart/Peritel cable is connected to your decoder on one side and to your TV on the other.

Is your problem solved?

Check whether your TV is set to the right channel


Is your screen blue, black, grey or fuzzy? Your TV is perhaps not set to the right channel.

  1. Press on the AV, AUX, EXT, Source, Input or HDMI button of your television's remote control.
  2. Continue until the Proximus TV screen appears on your television.

Is your problem solved?

Check your Proximus remote control


Check the battery charge indicator at the bottom of the remote control. Is it red? You need to change the batteries. Are your batteries good? Point your remote control at your TV and press a button on your remote control to change channels or turn off your decoder. Is the decoder responding? If so, the remote control works correctly. If not, reset the remote control:

  1. Press buttons 1 and 6 on your remote control simultaneously until the "TV power" indicator lights up.

  2. Then press buttons 9, 8 and 1 in succession and wait for the "TV power" indicator to go out.

  3. Finally, press the TV Mode and TV buttons simultaneously. Test your remote again. Does the decoder react when you press the buttons on your remote control?

Is your problem solved?

Restart other devices


To which device is your decoder connected?

  • PLC Adapter PLC Adapter
  • Wi-Fi Bridge Wi-Fi Bridge
  • Wi-Fi Extender Wi-Fi Extender
  • Ruckus Ruckus
  • b-box 3/3V+ b-box 3/3V+
  • b-box 2 b-box 2
Show all options

Restart your PLC adapter


PLC adapters are connected on one side near your decoder via an Ethernet cable 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 Bridge


Wi-Fi Bridge is connected near your decoder via an Ethernet cable. Check that the Wi-Fi Bridge is connected and restart it:

  1. Press the Power button on the back of the Wi-Fi Bridge to switch off the device. Wait 10 seconds.

  2. Press again the Power button to switch the Wi-Fi Bridge back on.

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

Then, restart your decoder.

Is your problem solved?

Restart your Wi-Fi Extender


Wi-Fi Extender are connected on one side near your decoder via an Ethernet cable and on the other side near your modem.

Check that the Wi-Fi Extender 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 Ruckus


Check that the Ruckus are connected and restart them:

  1. Unplug then plug back again the black power cable at the back of the 1st Ruckus device (e.g. the Ruckus transmitter, next to the modem).

  2. Unplug then plug back again the black power cable at the back of the 2nd Ruckus device (e.g. the Ruckus receiver, next to the decoder).

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

Is your problem solved?

What is your b-box modem?


Which of these b-box modems do you have?

  • b-box 3/3V+ b-box 3/3V+
  • b-box 2 b-box 2
Show all options

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?

Restart your b-box 3/3V+ 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. 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 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?

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.

Is your problem solved?

What is your decoder?


We'll reset your decoder. Don't worry: you won't lose your recordings.

  • V6 decoder V6 decoder
  • V5c decoder V5c decoder
  • V5 decoder V5 decoder
  • V4 decoder V4 decoder
Show all options

Reset your V6 decoder


  1. Press the On/Off switch located on the back of your decoder to turn it off.

  2. Press the Reset button located on the back of your decoder using a pointed object such as a toothpick, the tip of a pen or a paper clip.

  3. While pressing the Reset button, press the On/Off switch again to put it in the I position.

  4. Release the Reset button when the update screen appears on your TV or after 15 seconds.

  5. Wait for about 30 minutes. Your decoder will be completely reset.

Is your problem solved?

Reset your V5c decoder


  1. Press the On/Off switch located on the back of your decoder to turn it off.

  2. Press the Reset button located on the back of your decoder using a pointed object such as a toothpick, the tip of a pen or a paper clip.

  3. While pressing the Reset button, press the On/Off switch again to put it in the I position.

  4. Release the Reset button when the update screen appears on your TV or after 15 seconds.

  5. Wait for about 30 minutes. Your decoder will be completely reset.

Is your problem solved?

Reset your V5 decoder


  1. Press the On/Off switch located on the back of your decoder to put it in the 0 position. Wait 4 seconds.

  2. Simultaneously keep the ^ and TV buttons on the front of your decoder pressed down.

    .
  3. Press the On/Off switch again on the back of your decoder while keeping the ^ and tv buttons on the front of your decoder pressed down.

  4. Keep pressing the ^ and tv buttons pressed down until Waking UP + appears on the decoder screen. You can then release the buttons.

  5. If the message Hello DRA/Start DRA appears, this means the reset is proceeding correctly. If not, restart the reset procedure again.

  6. Wait for about 30 minutes. Your decoder will be completely reset.

Is your problem solved?

Contact us


Our tips didn't help you? Contact us. We're here to help.

Your TV is working again


We're glad your television is working again.

If you had to reset your Proximus remote control, you can make it universal or restore radio frequencies or Bluetooth.

What is your b-box modem?


Which of these b-box modems do you have?

  • b-box 3/3V+ b-box 3/3V+
  • b-box 2 b-box 2
Show all options

Restart your b-box 3/3V+ 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 (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 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.

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 decoder connected?

  • PLC Adapter PLC Adapter
  • Wi-Fi Extender Wi-Fi Extender
  • Computer, mobile
Show all options

Restart your PLC adapter


PLC adapters are connected on one side near your TV via an Ethernet cable 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 your TV via an Ethernet cable and on the other side near your modem.

Check that the Wi-Fi Extender 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 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?

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.

Did you find this helpful?

Thank you

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