--- title: "Proximus slow internet in Belgium: tests, evidence and complaints · Kilobat Guides" url: "https://kilobat.app/guides/proximus-internet-box-slow-internet-complaint" description: "Proximus internet slow or dropping out in Belgium? Check equipment, compare tests, keep evidence and follow the complaint route." --- # Proximus slow internet in Belgium: tests, evidence and complaints If your Proximus connection is slow or unreliable, start with these equipment checks. Then document a repeatable result and ask for a specific investigation. Applies to: Internet Box, Internet Box+ and Internet Box+ 7 (Proximus help pages as of 2026). The older b-box 3 and 3V+ still have a local menu at `192.168.1.1`. MyProximus on the web and the Proximus app for iOS and Android, in English, French, Dutch and German. · Checked: 3 November 2026 ## When this helps - You use Proximus in Belgium. - Your connection is slower than expected, drops out or performs badly at certain times. ## Check your Internet Box These checks apply to Internet Box. Check the model before following its menus. 1. Check the lights on the front. Internet/broadband and Wi-Fi should stay lit. 2. In the Proximus app, go to **Products** and scroll down to **Performance test**. 3. Tap **Start** to test the speed of your device’s connection. 4. Or run the speed test on `proximus.be` and read the tips below it. ## Separate the service from your home Wi-Fi For the exact settings and supported equipment, see [the Internet Box guide](https://kilobat.app/routers/proximus-internet-box). Do not factory-reset the equipment as a first step. A reset can erase service settings and interrupt phone service. 1. Compare a wired connection to the router with Wi-Fi on the same device. 2. Repeat the same test server during the slowdown and at a quieter time. 3. Record download, upload, latency and whether another household device was using the connection. ## How to complain to Proximus Use [Proximus’s official support](https://www.proximus.be/support/en/id_sfaqr_mdm_pwd/personal/support/internet/internet-at-home/advanced-settings/password-for-your-b-box-internet-box-and-your-internet-connection.html) to report the fault. Request a formal complaint reference if it remains unresolved. Include the plan wording, dates, test conditions, previous references and the specific outcome you want. Ask for a written response. Check the complaints procedure in your Belgium service contract before escalating. Use the national regulator’s consumer guidance for your service. ## Your local escalation route Contact the operator first. The telecom ombudsman accepts complaints after you have already tried to resolve the issue with the operator. [Belgian telecom ombudsman](https://www.ombudsmantelecom.be/en/submit-a-complaint/) lists the conditions and application route. ## Collect the evidence with Kilobat On a Mac, Kilobat can record connection checks and produce a support report. Review the report and add your test conditions before sharing. The basic report export is free. [Kilobat Pro’s complaint wizard](https://kilobat.app/internet-complaint) helps assemble your evidence, impact and requested resolution into a draft you review and send. Measurements cover this Mac while monitoring ran. They cannot prove whole-home uptime, establish provider fault or replace a required official measurement procedure. ## Sources - [Proximus: Password for your b-box/Internet Box and your internet connection](https://www.proximus.be/support/en/id_sfaqr_mdm_pwd/personal/support/internet/internet-at-home/advanced-settings/password-for-your-b-box-internet-box-and-your-internet-connection.html) - [Proximus: Port forwarding on your b-box or Internet Box](https://www.proximus.be/support/en/id_sfaqr_ports_mapping/personal/support/internet/internet-at-home/advanced-settings/port-forwarding-on-your-b-box-or-internet-box.html) - [Proximus: How to restart your devices for Internet and TV?](https://www.proximus.be/support/en/id_sfaqr_restart_global_surftrouble/personal/support/internet/internet-at-home/troubleshooting/how-to-restart-your-devices-for-internet-and-tv.html) - [Proximus: Restart your Proximus devices (Internet Box+ 7 and fibre modem)](https://www.proximus.be/support/en/id_faq_dare_ib_plus7_restart_fiber/customs/helpcenter-steps/faq-net/faq-dare-ib-plus7/faq-net-faq-dare-ib-plus7-faq-dare-ib-plus7-restart-fiber.html) - [Proximus: Reset your b-box/Internet Box](https://www.proximus.be/support/en/id_sfaqr_mdm_reset_trouble/personal/support/internet/internet-at-home/troubleshooting/reset-your-b-box-internet-box.html) - [Proximus: Manage your Wi-Fi with the app](https://www.proximus.be/support/en/id_sfaqr_wifi_app/personal/support/internet/internet-at-home/wi-fi-network/manage-your-wi-fi-with-the-app.html) - [Proximus: Some devices can’t connect to Wi-Fi with an Internet Box](https://www.proximus.be/support/en/id_sfaqr_wifi_limit/personal/support/internet/internet-at-home/wi-fi-network/some-devices-cant-connect-to-wi-fi-with-an-internet-box.html) - [Proximus: Your Internet Box and Wi-Fi Booster v2](https://www.proximus.be/support/en/id_sfaqr_box_wbo2/personal/support/internet/internet-at-home/installation-and-cables/your-internet-box-and-wi-fi-booster-v2.html) - [Proximus: Test your internet speed](https://www.proximus.be/support/en/id_sfaqr_surf_speed/personal/support/internet/internet-at-home/troubleshooting/test-your-internet-speed.html) - [Proximus: Connect to Wi-Fi, network name and password](https://www.proximus.be/support/en/id_sfaqr_wifi_login/personal/support/internet/internet-at-home/wi-fi-network/connect-to-wi-fi-network-name-and-password.html) - [Belgian telecom ombudsman](https://www.ombudsmantelecom.be/en/submit-a-complaint/) Checked on 3 November 2026. ## Related guides - [Internet slower than advertised? Test it before you complain](https://kilobat.app/guides/internet-slower-than-advertised): A low speed test is a starting point. - [Wi-Fi slow but Ethernet fast? Find the wireless bottleneck](https://kilobat.app/guides/wifi-slow-ethernet-fast): If the same device is consistently faster on Ethernet, investigate the wireless path first. - [Slow internet complaint letter: a template with the evidence to attach](https://kilobat.app/guides/broadband-complaint-letter): A useful complaint says what happened, how you tested it and what you want the provider to do next.