If you need an appointment to install a new product, you will be offered the possibility of making an appointment when you place your order.

If you need to make an appointment because you are experiencing a technical problem, we recommend that you first consult our articles on Internet problems and TV problems.
If the problem is still unresolved, you can contact our customer service, who will try to solve your problem remotely. If, despite this, the problem persists, our agents will schedule a technical intervention.

It depends on the origin of your problem:

• Proximus infrastructure problem
  The intervention is free of charge, except if it concerns your vertical wiring in a building or in the event of deliberate damage.
• Problem in your internal installation
  The intervention will be billed at € 50. You are responsible for wiring your devices (wireless solution, b-box/Internet Box, TV Box). The cost of the intervention covers the technician's travel and the time required to resolve the problem. The intervention will also be invoiced in the case of defective equipment, should you require a technician to replace it.

However, if the intervention is repeated within 14 days, you will only be billed once.

You can consult the details of your appointment, such as the date and approximate time via MyScarlet.

MyScarlet App:

1. Open the MyScarlet application.
2. Press on your initials at the top left of the screen.
3. Then press Follow-up.

MyScarlet Web:

1. Connect to MyScarlet web.
2. Click on the Follow-up tab.

The details of you appointment will appear, please note that we usually do not give a specific time for your appointment. However, our technician will call you 30 minutes beforehand on your contact number.

To cancel or modify an appointment for a technical intervention, there is no need to contact us. You can manage all your details via MyScarlet.

MyScarlet App:

1. Open the MyScarlet application.
2. Press on your initials at the top left of the screen.
3. Then press Follow-up.
4. Tap then on the appointment date and You can either:
   • Press on Edit date and time to select a new date for your appointment.
   • Press on Cancel appointment if the intervention is no longer needed.

MyScarlet Web:

1. Connect to MyScarlet web.
2. Click on the Follow-up tab.
3. Tap then on the appointment date and You can either:
   • Press on Edit date and time to select a new date for your appointment.
   • Press on Cancel appointment if the intervention is no longer needed.