×
×

No Internet or TV? Our tips

Don't have an Internet connection anymore? Does TV no longer work? 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.

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

With which device do you watch TV?


Depending on the case, you watch TV via a decoder, via the Pickx app or via the proximus.be/pickx website.

  • V6 decoder V6 decoder
  • V5c decoder V5c decoder
  • V5 decoder V5 decoder
  • V4 decoder V4 decoder
  • Pickx app
  • Proximus.be/pickx website
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.

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.

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.

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.

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.

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.

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.

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.

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.

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?

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
  • Wi-Fi Booster Wi-Fi Booster
  • Ruckus Ruckus
  • b-box 3 b-box 3
  • b-box 3V+ b-box 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.

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.

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.

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.

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.

What is your b-box modem?


Which of these b-box modems do you have?

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

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
Show all options

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.

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.

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.

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.

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.

  4. One of the LED is red ? Restart your modem.

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.

  6. One of the LED is red ? Restart your modem.

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.

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.

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.

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.

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+ 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
Show all options

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
Show all options

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.

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.

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

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.

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.

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.

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
Show all options

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.

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.

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.

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.

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.

Via the Pickx app


Can't watch TV on your mobile phone or tablet via the Pickx app? What exactly is the problem?

Via the website www.proximus.be/pickx


Can't watch TV on www.proximus.be/pickx ?
What exactly is the problem?

  • Don't know the login and password? This is the login and password that manages your MyProximus account. You don't know what it is? We explain it to you . You have forgotten it or you don't have a MyProximus account? Create your account or retrieve your login details .
  • There is a problem with your internet browser (Chrome, Firefox, Explorer...)? www.proximus.be/pickx is only available for some browsers and operating systems. Consult the list .
  • Are you not connected to the Internet? Consult our tips to connect in wi-fi or in 4G.
  • You receive a message saying that you are not in the European Union : connect in wi-fi or activate the location on your device.

Do you have another problem? Check our help page on the connection to the Pickx website.

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.

Did you find this helpful?

Thank you

Contact

Our Bizz Experts are at your disposal. Choose your contact mode.

  • Contact a Bizz Expert on 0800 55 500Mo - sat : 08:00 - 22:00

Contact
Need help?