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Managing fixed and mobile Internet traffic on the Proximus network

Legal framework

Proximus offers fixed and mobile Internet services of the highest quality. Therefore we apply a number of procedures to measure and shape Internet traffic on the fixed and mobile networks in order to prevent network connections from becoming saturated.

In application of Article 4.1 of the Regulation 2015/2120 of the European Parliament and of the Council of 25 November 2015 on open internet access, Proximus informs its customers in a general and easy‐to‐understand manner about this situation specifically and its possible impact on the quality of the fixed and mobile Internet services

Measures taken by Proximus for fixed and mobile Internet access

Proximus proactively takes measures to minimize the risk of saturation of the Internet on fixed and mobile networks.

To this end, it permanently analyzes network occupation to adapt the dimensioning of Proximus’ fixed and mobile networks where necessary, in order to offer customers a continuous service of the best possible quality.

In spite of the measures taken by Proximus, sporadic network saturation cannot be excluded. Customers will notice this through a slow‐down in their Internet traffic.

For instance, an online movie may not play smoothly or it can take longer to load a webpage or download or upload a document.

Of course, such delays can also occur on your PC, smartphone or laptop for other reasons.

Specifically for mobile Internet access

On the mobile network, multiple customers at once can use mobile services via the same antenna. This has a number of specific consequences for the customer.

1. Access to the mobile data network

The customer accesses mobile Internet via the nearest GSM antenna, or the antenna with the strongest signal.

The access to each antenna is dimensioned in such a way that in normal circumstances customers can always use mobile voice services and mobile Internet.

One and the same antenna can provide access to both mobile telephony and mobile Internet. Where that is the case, the mobile telephone traffic via the antenna is assigned a higher priority than the mobile Internet traffic.

If, at a given time, the number of simultaneous users becomes too large after all, customers may temporarily lose access to their telephone or Internet service.

If a customer temporarily loses mobile access he will experience a certain delay when using his mobile data services. Most mobile devices keep trying to re‐establish a connection to the mobile Internet, which is why the customer will experience little or no inconvenience.

2. Priority in case of saturation, depending on the subscription chosen

The available bandwidth reserved for mobile data services on an antenna is normally distributed evenly between the various simultaneous users of data services via that antenna.

However, customers who have subscribed to the Business Priority service benefit from greater bandwidth for their data traffic in the event of saturation on an antenna. Saturation on this antenna will have a greater impact on customers who have not subscribed to the Business Priority service.

As a general rule, no distinction is made between the types of applications or services used by customers on mobile internet. Any saturation will therefore affect all types of internet traffic in the same way.

Customers may experience a slowdown in all their Internet applications and services. The maximum available capacity of Proximus mobile internet allows all customers nationwide to surf at a speed of 250 Gbps per datacenter.

Wi-Fi boosters are available to rent: a Wi-Fi Booster (for B-box 3 and Internet Box) costs € 3 and a Wi-Fi Booster+ (for Internet Box+) costs € 7 per month, per device.

You can either order a booster during the installation of your Internet, after consulting your installer. If the 3 checks in your home show that boosters are appropriate, you can ask the installer to install them. They will appear on your invoice/payment invitation every month.

Or you can order a booster if your installation is already completed but you notice that you need one. Log into your “My Viking” account through our website using this link to order your booster. This one will then be delivered within 3 to 5 business days.

The modem and its placement are included in the installation, at no additional cost.

This also counts if you choose for a self-install. More information about self-install can be found here.

The costs of an installation depends on the type of installation:

• Self-installation is always free.
• Are you not eligible for self-installation? Then a technician will come by for free to install your internet at home.
• If you are eligible for self-installation, but you choose to have a technician come by? This will cost you €59. The initial value of an installation by a technician is €149.

More information regarding self-installation can be found here.

The installer will call you (or the contact person you specified) about 30 minutes in advance to tell you that he/she is coming. Once on site, the following is included in your installation:

• Placing the necessary hardware
• Installation of the modem
• Installation of cables (maximum 20 metres, including possible horizontal drilling through a wall) and checking of existing cables
• Checking your home for Wi-Fi reception

All possible works that fall outside this standard procedure (e.g. digging works in your driveway) will be first discussed and agreed with the installer.

Your connection immediately after your installation

After completing your installation, an automatic check (DLM, for Dynamic Line Management) will be performed to optimise your speed. This process can take up to 10 days and your internet speed may increase during these 10 days until it reaches the optimal speed for your situation on about day 10.

To optimise your speed to the maximum extent possible, this check will be conducted every 14 days. You will not notice any of this when using your internet at home.

1. General

These Special Terms & Conditions apply to the use of Mobile Viking nv's Global Data Pass. The General Terms and Conditions (including the Privacy Policy) of Mobile Vikings also apply, to the extent not deviated from in these Special Terms and Conditions.

Mobile Vikings' Terms and Conditions (including the Privacy Policy) can always be consulted on Mobile Vikings' website.

1. What is a Global Data Pass?

The Global Data Pass will provide you, as a Viking, access to the use of mobile data in countries outside the European Economic Area and the UK, where mobile data usage is automatically blocked by Mobile Vikings to avoid high costs, if you do not use a Global Data Pass.

The Global Data Pass is available both for mobile subscriptions and prepaid cards.

The countries in which the Global Data Pass can be used are the following: Albania, Australia, Brazil, Canada, Egypt, Faroe Islands, India, Indonesia, Israel, Japan, Macedonia, Malaysia, Mexico, Montenegro, Morocco, New Zealand, Russia, Serbia, Singapore, South Africa, Switzerland, Taiwan, Thailand, Tunisia, Turkey, U.S. Virgin Islands, Ukraine, United States.

The Global Data Pass is available among the services as listed on the website.

The Global Data Pass is valid for 1 month from activation, regardless of whether you have used data or not.

Have you used up your current Global Data Pass? Then you can activate a new one as you please, with a maximum of 6 Global Data Passes per month per phone number. If you have activated several Global Data Passes, the Global Data Pass that was activated first will be used first.

The Global Data Pass is for mobile data usage only and does not cover calls or SMS costs. Calls and SMS are subject to the local rates mentioned in the SMS you receive when you arrive abroad. You can also find them on our roaming page.

You can track the status and usage of your active Global Data Pass(es) in your My Viking account. We will also alert you via SMS when your active Global Data Pass is close to or fully used, or expires.

1. Activation of the Global Data Pass

There are 2 ways to activate a Global Data Pass:

• Purchase via your My Viking account on the website or My Viking app. Outside the EU, you logically need a connection to a Wi-Fi network for this.
• Purchase via SMS by following the guidelines sent to you upon arrival in the destination country. This activation method does not require you to be connected to a Wi-Fi network, unless you need to make a manual payment. Receiving and sending these SMS is free of charge.

4. Payment of the Global Data Pass

For Mobile Vikings mobile subscriptions, the Global Data Pass will be activated immediately and appear on your next invoice/payment invitation. To pay those, as always, your available Viking Points will be used first.

When using a Mobile Vikings prepaid card, you can pay for the Global Data Pass for a purchase via your My Viking account on the website or in the app using your available Viking Points or the calling credit still available on your prepaid card or resulting from any additional top-up you may do. If these are not enough to fully cover the price of the Global Data Pass, you will have to make a separate payment. When purchasing via SMS, the payment will first be made via any available calling credit on your prepaid card. If there is insufficient calling credit available for a full payment, any Viking Points in your account will be used. If there are insufficient Viking Points in your account for a full payment, your chosen payment method in your My Viking account (Easy Payment) will be used for the remaining amount. If you do not have an Easy Payment method set up in your account, you will have to make a separate online payment via Mobile Vikings' available payment methods. For this, outside the EU, you will need a connection to a Wi-Fi network.

If you place your Global Data Pass order via SMS, you may not be able to complete the order via SMS because you have not set up an Easy Payment method. In that case, you will need to place the order via your My Viking account on the website or My Viking app. Of course, after setting up an Easy Payment method, you can then order a Global Data Pass by SMS.

5. The Global Data Pass and travelling in the EU

The Global Data Pass can only be used for mobile data usage in the countries listed above.

If you (also) travel to the EU (+ UK, Iceland, Liechtenstein and Norway), European roaming rates will apply for your stay in the EU (RLAH - Roam Like At Home). More info can be read on this page, and information per country is available on our roaming page.

Download these special conditions of the Global Data Pass.

As a Viking, you can use mobile data in various countries outside the European Union with a Global Data Pass. To avoid unexpected high costs, we block the usage of mobile data outside the EU. Without a Global Data Pass it is not possible to use mobile data outside the European Union. In this article we tell you how to purchase and activate a Global Data Pass.

Validity

The pass is valid for 1 month from activation, regardless of whether you have used mobile data or not.

How does it work?

You can purchase the Global Data Pass for both mobile subscriptions and prepaid cards. You can choose between three options:

• For 250 MB, you pay 10 euros.
• For 1 GB, you pay 15 euros.
• For 3 GB, you pay 25 euros.

Is your Global Data Pass completely depleted? No problem! You will receive a notification via SMS when you have used 80% of your bundle. When your bundle is completely used, your data usage will then be blocked again. If you would like to continue surfing, you can activate up to 6 Global Data Passes per month, per number.

All terms and conditions of the Global Data Pass can be found on our website.

Where can I use it?

The Global Data Pass is based on the destinations outside the EU most frequently chosen by our Vikings. It allows carefree use of mobile data outside the European Union, in the following countries: Albania, Australia, Brazil, Canada, Egypt, Faroe Islands, India, Indonesia, Israel, Japan, North Macedonia, Malaysia, Mexico, Montenegro, Morocco, New Zealand, Russia, Serbia, Singapore, South Africa, Switzerland, Taiwan, Thailand, Tunisia, Turkey, U.S. Virgin Islands, Ukraine, and the United States.

From 01/11/2024 you can choose which hardware you use for internet at home: that of Mobile Vikings or your own equipment. If you want to install your own equipment, it must meet certain technical requirements. Please note, it is important to keep the Mobile Vikings hardware in storage, that way we can help you should there ever be an outage on your line.

Download the technical requirements for your hardware here:

• Specifications for the ONT box
• Specifications for the router
• Specifications for the VDSL modem
• Specifications for the VDSL NTP

Beware: if you want to install your own ONT, we need to register it on our end first. Please contact our helpdesk to complete this registration process before proceeding with the installation. 

From 01/11/2024 you can choose which hardware you use for internet at home: that of Mobile Vikings or your own equipment. Below, we give you some tips on installing your own hardware:

• Before you start: make sure to inform yourself about all the aspects involved in using your own hardware. Be sure to check out our useful articles on the FAQ page.
• Beware: if you want to install your own ONT, we need to register it on our end first. Please contact our helpdesk to complete this registration process before proceeding with the installation.
• Read the manufacturer's manual carefully and follow the instructions; installation varies from device to device.
• Keep the Mobile Vikings hardware in storage: if any issues occur on your line, we will ask you to reconnect our equipment. Unfortunately, it’s impossible for the wise Vikings of the help desk to know all existing hardware on the market and support you in case of malfunctions.
• The hardware you choose must meet certain technical requirements, you will find them here.

Are you traveling outside the EU? In this case, we automatically block your mobile data to avoid unexpectedly high costs. Do you still want to surf outside the EU? You can! With the Global Data Pass you can use mobile data in many countries outside the European Union. Check all the details here.

When traveling by boat on or by plane over international waters, you can reasonably assume your device will no longer connect to an antenna on the ground. Instead, it will connect to a satellite, which can quickly increase the cost.

Do you want to have an idea of those costs? Then be sure to check out the calculator on our roaming page and the country you would be calling.

Got a question? We’re here to help!
At Mobile Vikings, we’re all about making things easy for the Viking. You can surely find the answer to your question in our help & support guide. Choose a category here:

• Becoming a Viking
• Internet at home
• Mobile
• My account
• My payments
• Viking Deals

Didn’t find an answer to your question? 

📞 Give us a call: we're just a call away! Reach us on workdays from 8:30 until 17:30 at either 1976 or 0456 19 19 76.

📝 Fill out our webform and we’ll get back to you as soon as we can.

Visit us
Want to drop by? Our office is located in Hasselt:

Mobile Vikings
Kempische Steenweg 309/1
3500 Hasselt

Phone: +32 456 19 19 76
Email: info@mobilevikings.be

1. How to place your modem?

• Preferably, you place the modem more than a metre above the ground. This gives you better Wi-Fi coverage.
• It’s also important to keep the modem more than a metre away from other electrical appliances to avoid interference.
• Place your modem so that the LED lights are visible. They must not face the wall or the floor. If your modem is in the basement, point the LEDs upwards so that the signal can reach the upper floors more easily.

If your modem is installed far away from other rooms/floors. It’s best to order Wi-Fi boosters to expand your Wi-Fi connection. More information about boosters can be found here.

2. Cables are fine too
Wi-Fi is convenient. But connecting your computer, decoder or console to your modem with an Ethernet cable also has its advantages:

• The internet is faster.
• There is no interference from other electrical devices.
• You have more bandwidth on your Wi-Fi channels for the devices that can only work with Wi-Fi.
• If you have built-in Ethernet cables and sockets in your home, you can use them to reach rooms that are too far away for Wi-Fi.

Ethernet cables are available in every electronics shop, or online from one of our Viking Deals partners. If you want to equip your whole house with built-in Ethernet sockets, it is best to contact an electrician. You can also do this during renovations to your house. Mobile Vikings does not offer this service.

3. Beware of devices that interfere with Wi-Fi
Many electrical devices can interfere with your Wi-Fi: the microwave oven, the alarm system, security cameras, a heating appliance, the doorbell, lighting, the baby monitor, etc. Please bear in mind: don't use your Wi-Fi too close to these types of devices and move closer to your modem or Wi-Fi Booster.

4. Old devices slow down Wi-Fi
Do you have a computer, tablet or smartphone that is more than 5 years old? Then avoid connecting this device to your Wi-Fi network. It can slow down Wi-Fi for other, even more recent devices. Connect these devices, if possible, with an Ethernet cable (at least Cat 5e), turn them off or disable their Wi-Fi when not in use. Also bear in mind that "smart home" applications often use older chips and can therefore also slow down your Wi-Fi.

5. Don't overload your Wi-Fi
The quality of your Wi-Fi signal also depends on your usage. Do you download very large files, or watch in 4K on 3 screens simultaneously? Do you use many devices at the same time? That reduces the quality of your Wi-Fi.

6. Test your line
Is your connection very slow or is it constantly interrupted?

1. Connect a laptop to your modem with a network cable (at least Cat 5e) (or a new ethernet cable).
2. Measure your speed via the speed test in your My Viking account. Make a note of the download speed achieved.
3. Disconnect the network or Ethernet cable, connect your computer to Wi-Fi and measure the speed again in the same manner.

If there is a major difference in speed, you need to restart your modem:

1. Switch the modem off by pressing the on/off button on the back.
2. Wait about ten seconds.
3. Switch the modem on again.

 7. Your connection immediately after your installation
After completing your installation, an automatic check (DLM, for Dynamic Line Management) will be performed to optimise your speed. This process can take up to 10 days and your internet speed may increase during these 10 days until it reaches the optimal speed for your situation on about day 10. To optimise your speed to the maximum extent possible, this check will be conducted every 14 days. You will not notice any of this during the use of your internet at home.

1. You request your SIM card with a subscription or prepaid SIM card online. You also have the choice between an eSIM or a physical SIM card. A physical SIM card is delivered within 5 working days. You can activate an eSIM immediately after your order.
2. Activate your Mobile Vikings SIM card after you receive it, and wait until your reception with your current provider falls off. That happens within 24 hours.
3. If you have a physical SIM card, change your SIM card after your current carrier's network is lost. You can activate an eSIM immediately after your order.

Can I keep my number?
Sure, no problem! When you order your SIM card with a subscription or prepaid SIM card you can select 'Keep my number'. Unless you want a new number, which obviously is also possible.

Who cancels my current subscription?

We do that once you’re actively using the Mobile Vikings network. You don’t need to contact your current provider yourself.

Can people still reach me during my switch?

Absolutely. People can reach you via your old provider until you’re actively using the Mobile Vikings network. So there is no period in which you are unable to call, text, or use data.

What happens to my subscription at my current provider?

If you switch providers in the middle of the month, your previous provider will usually only charge you for your active period. But go ahead and contact your previous provider if you don’t want to pay the full amount of the invoice, because this calculation doesn’t always happen automatically.

What happens to my prepaid SIM card at my current provider? 

In most cases, your bundles and calling credit will expire as soon as your switch to a Mobile Vikings subscription will be complete. Of course, you’re free to ask your current provider if you can only pay for your active usage. Go ahead and contact your current provider for more info.

The rollout of Fiber near or at your home does not mean that it will be available right away. In some cases, the work is carried out in zones: Fiber is fully rolled out per planned zone before it is made available. You may therefore have to wait a while before you are able to use Fiber.

Check our Fiber offer.

Do you have an eSIM? Then you can activate your eSIM very easily: immediately after your order, you will receive an e-mail with an activation code to activate your eSIM. All steps regarding activating your eSIM can be found here. 

Do you have a physical SIM card? Follow these steps:

1. Visit www.mobilevikings.be/en/activation.
2. Enter the last four digits of your Mobile Vikings SIM card number.
   
3. That's it!
   - Are you activating a completely new SIM card with a new number, or a replacement SIM card? The activation will take up to an hour.
   - Are you activating a SIM card with number transfer? The activation will take up to 24 hours. Your old SIM card will work right up until the Mobile Vikings SIM card is activated.

Your Mobile Vikings invoice/payment invitation includes an expiration date. This is the date by which we expect your payment to be received in our bank account. If you are paying by bank transfer, it's therefore best to take a margin of about 3 working days into account. Especially if your expiry date is in or right after a weekend or a holiday. That way, you're sure your payment reaches us in time.

What happens?

Below is a brief overview of what happens if you do not pay your mobile subscription on time:

1. You receive an invoice/payment invitation with an expiration date.
2. A few days before your expiry date, you will receive a message from us alerting you to the unpaid invoice/payment invitation. It is then up to you to take quick action to still pay in time.
3. Shortly after that expiry date, you will receive a first real reminder from us to remind you of your outstanding bill.
4. You will receive a second reminder of your overdue payment if you have not yet paid your invoice/payment invitation. If you still don't pay, you risk a restriction of your services.
5. If you don’t pay your invoice/payment invitation in this phase, your internet et home  will be put on minimum service: you will only be able to surf at minimal speed. In concrete terms, this means back to the nineties for your browsing experience: you will no longer enjoy our superfast internet.
6. If you haven't paid your invoice/payment invitation yet, we will completely suspend all your services. 

Not the best of prospects, but no worries: we send you a text message and an e-mail notification in time to make sure it doesn't come to that. 😉

What can I do?

Stop worrying about your invoices in the future and activate a direct debit payment method through your My Viking account.

Always use the correct structured communication when paying by bank transfer. If this is wrong, it can take up to a week before we can manually process your payment.

Do you have questions about your account statement, invoice, or current subscription? You can reach our helpdesk for free at the number 1976 during office hours, or via email at info@mobilevikings.be.

Your Mobile Vikings invoice can be entered under the following headings:

• 61xxx Telephony (total amount excl. VAT)
• 411xx Reclaimable VAT (VAT amount of your invoice)
                      To 44xxx Supplier Mobile Vikings (total amount incl. VAT)
  The VAT deductibility shall be in accordance with the fiscal rules.

Your payment to Mobile Vikings will be recorded as follows:

• 44xxx Supplier Mobile Vikings (total amount)
                      To 55xxx financial institution (total amount)

You can always find your invoices/payment invitations in your My Viking account on the website and app. Of course, you will also receive them every month via e-mail at the e-mail address you linked to your Mobile Vikings account.

That depends on the date your internet subscription becomes active. Perhaps a table would make it more cleare:

This is not possible because the billing date depends on:

• The renewal date of your monthly bundles for your mobile subscription
• The activation date of your home internet subscription.

Therefore, you will receive a separate invoice/payment invitation for each mobile subscription and/or internet at home subscription. Be sure to check out our other useful articles on our FAQ page for all your questions about invoices/payment invitations.

Your Mobile Vikings invoice/payment invitation includes an expiration date. This is the date by which we expect your payment to be received in our bank account. If you are paying by bank transfer, it's therefore best to take a margin of about 3 working days into account. Especially if your expiry date is in or right after a weekend or a holiday. That way, you're sure your payment reaches us in time.

WHAT WILL HAPPEN?

Below is a brief overview of what happens if you do not pay your mobile subscription on time:

1. You receive an invoice/payment invitation with an expiration date.
2. A few days before your expiry date, you will receive a message from us alerting you to the unpaid invoice/payment invitation. It is then up to you to take quick action to still pay in time.
3. Shortly after that expiry date, you will receive a first real reminder from us to remind you of your outstanding bill.
4. You will receive a second reminder of your overdue payment if you have not yet paid your invoice/payment invitation. If you still don't pay, you risk a restriction of your services.
5. If you have not paid your invoice/payment invitation within 2 weeks after the expiry date, your number will be put on minimum service. Concretely this means:
   
   • You will only receive incoming text messages and calls.
   • You will not be able to make outgoing calls or send text messages yourself.
   • You can only make calls to emergency numbers.
   • Data usage will be disabled.

1. If you haven't paid your invoice/payment invitation yet, we will completely suspend all your services. In this case, you will also be unable to receive incoming calls and SMS messages.

Not the best of prospects, but no worries: we send you a text message and an e-mail notification in time to make sure it doesn't come to that. 😉

WHAT CAN I DO?

Stop worrying about your invoices in the future and activate a direct debit payment method through your My Viking account.

Always use the correct structured communication when paying by bank transfer. If this is wrong, it can take up to a week before we can manually process your payment.Do you have questions about your account statement, invoice, or current subscription? You can reach our helpdesk for free at the number 1976 during office hours, or via email at info@mobilevikings.be.

A Mobile Vikings subscription is a so-called 'prepaid - postpaid' subscription. With a traditional subscription, you pay for everything afterward. With Mobile Vikings, you pay partly in advance, and partly afterward.

So, what does that mean?
You always pay for your bundle in advance, just like with a prepaid SIM card that you top up in advance. That is why you'll receive your first invoice or payment invitation a few days after activating your SIM card.

Your usage out of bundle is paid afterward - postpaid. We can't charge this usage before it's happened. If you'd like, you can limit your out-of-bundle usage. 

If you pay your invoice or payment invitation online (using Bancontact, Visa, MasterCard, ...) the payment is processed within 10 minutes. When paying with bank transfer, it takes longer: up to five working days. 

You’ll get your invoice on the 4th, the 12th, the 20th, or the 28th of each month.

To know on which of those 4 dates you’ll receive your invoice, look at when your bundle is renewed each month.

Example 
If your bundle is renewed on the 3rd of each month, you’ll get your invoice on the 4th of the month. If your bundle is renewed the 8th of each month, you’ll get your invoice on the 12th, ...