How can you prepare yourself for a possible power cut?

According to the load-shedding plan of the government, certains areas might experience power cuts. Check these websites (www.offon.be , www.elia.be , economie.fgov.be (in French)) to find out if you are located in such an area. If this is not the case, you can use normally all Proximus services as usual. If you live in or next to a load-shedding area, Proximus guarantees that it will offer as good a service as possible, with priority given to phone and SMS traffic. As a precaution, be sure to read this information with tips what to do before, during and after a power cut.

Before a power cut

Do you need to switch off all your Proximus devices before a power cut?

• If you are informed that the power will be cut at a certain time, it is best that you switch off all your electrical appliances. This minimizes the risk that they might be damaged when the power to your home is actually shut down." (source: Eandis).
• So it is best that you switch off your television, modem, decoder and Ethernet adaptor, Ruckus or Wi-Fi Bridge manually. To do so, press the On/Off switch. Also pull out the plug from the mains socket. You don't need to switch off your mobile devices (mobile phone, smartphone, etc.).
• If power is available in your area again, first start up the modem (b-box) fully. After that you can switch on your other Proximus devices (TV decoder / Home View / Home Control). Read how to restart your devices.

Can you set up in advance a voicemail or can you have calls to your fixed line forwarded to your mobile phone?

• Can you set up a voicemail so that people who call you can leave a message which you can listen to later?

For a fixed line : Yes, you can. Proximus offers a free voicemail service for fixed lines called PhoneMail. However, this option must be activated before the power cut. You can activate and manage your PhoneMail by dialing 1969 from your fixed line, +32 (0) 78 15 1969 from any other line or mobile phone (keep your PhoneMail PIN code on hand), via the MyProximus website or via our Customer Service.

For mobile telephony : Yes, you can. Proximus offers a free voicemail service for mobile telephony. However, this option must be activated before the power cut. You can activate or deactivate your voicemail online or via our Customer Service, depending on your subscription.

• Can you have calls to your fixed line forwarded to your mobile phone and vice versa?

Forwarding calls to a fixed line : Yes, you can. Proximus offers the pay-for Call Forwarding service for this. You can activate this service via the MyProximus website or via our Customer Service. You can manage this service by dialing 1920 from your fixed line, +32 (0) 70 21 1987 from any other line or mobile phone or via the MyProximus website.

Forwarding calls to a mobile phone : Yes, you can. If you have a subscription you can have your mobile calls forwarded free of charge to your voicemail or another voicemail.

Can you use batteries?

 It is best to fully charge your mobile phone in advance. If you have a power bank (charging station for your mobile phone), please also charge this. For longer functioning, there are batteries for your b-box.

During a power cut

Will you be able to make phone calls, use the Internet or watch television?

• Will you be able to make phone calls during a power cut?

Fixed line: if you have a traditional telephone line and your telephone set works without a mains supply (careful with cordless phones as they usually do need mains power), you will be able to continue to make phone calls for at least 4 hours. Traditional telephone sets with a normal wired connection are available in our Proximus points-of-sale. If you have a fixed line via VoIP or via Fiber, it will not be possible to call because your b-box modem which enables these services, need electricity to function.

Mobile: our antennas are equipped with batteries which are able to cope with at least a two-hour power cut. During this time you will be able to continue to make calls and send text messages with your mobile phone.

Be sure to fully charge your mobile phone before a power cut. We advise everybody to limit themselves to only sending text messages during a power cut. Texting is less battery-draining for mobile phones and antennas, allowing everybody to remain accessible for longer

 

• Will you be able to use the Internet during a power cut?

Internet at home via a fixed line: no. As soon as your modem (b-box) stops working through lack of mains power, you will also lose your Internet connection.

Internet via a mobile device (3G/4G): in the first quarter of an hour following the start of the power cut you can still use the 3G/4G network. After that, this access will gradually diminish. This only applies if you are in an area affected by the power cut. In other areas you can still use mobile Internet.

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In the case of mobile services, an antenna may cover an area that extends beyond the actual power offload zone. But this also means that if you live in an area in which the power is not cut, the antenna you use may be affected by the power cut. Conversely, even though you don't have any electricity at home, you might still be able to make calls on your mobile as the antenna you use is still getting power.

 

• Will you be able to watch television during a power cut?

TV at home: no. Your TV set and decoder will stop working without power. As soon as your modem (b-box) stops working through a lack of mains power, your Internet connection will also go down – and you need the latter to be able to watch TV.

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Thanks to our TV Replay option you can watch any programs you have missed (up to 36 hours back in time).

Proximus TV on the go (Proximus Pickx app) via 3G/4G: in the first quarter of an hour following the start of the power cut, you will still be able to enjoy the app Proximus Pickx via the mobile 3G/4G network. After that, this access will gradually diminish. This only applies if you are in an area affected by the power cut. In other areas you will still be able to watch your favorite programs through Proximus Pickx app.

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In the case of mobile services such as Proximus Pickx app, an antenna may cover an area that extends beyond the actual power offload zone. But this also means that if you live in an area in which the power is not cut, the antenna you use may be affected by the power cut. Conversely, even though you don't have any electricity at home, you might still be able to watch Proximus Pickx app on your mobile as the antenna you use is still getting power.

Which services are available during a power cut?

• Can the emergency services (112) still be reached during a power cut?

As long as the antenna is in operation, it will still be possible to call all emergency numbers with your mobile phone.If the power cut lasts for a long time, the back-up power of the batteries will not be enough and antennas will inevitably go out of service. In that case there is an arrangement in place between the operators whereby "112" calls to the emergency services are forwarded via the antenna of another operator. As long as your mobile receives a signal from another operator's antenna that is still in service, you will be able to call the 112 emergency number only. As long as your fixed line is still working, you will be able to call all emergency numbers.

• Can Proximus still be reached during a power cut?

All Proximus call centers will remain available during a power cut. The buildings in which they are located are equipped with a back-up power supply.

• Can repairs/installation work be carried out during a power cut?

Proximus makes every effort to carry out installations and repairs within a reasonable period of time. However, in case of a power cut on a customer's premises, it is technically impossible to carry out any installations or repairs. A new appointment for the work will in that case be scheduled with the customer.

Will my panic alarm system, my Home solution or my transmitter still work?

• Will the Proximus Home solutions continue to work?

A back-up battery is integrated in the alarm system, sensors and siren of the Proximus Home solution. This means the alarm and siren will remain in service. The camera does not have a built-in battery and will therefore not work during a power cut.

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The signal of your alarm system is transmitted to the alarm center via your modem (b-box). The latter will not work during a power cut. Your alarm signal will be transmitted to the alarm center as soon as your modem and Internet connection are up and running again. Moreover, the Proximus Home Control platform will detect that your alarm system is not reacting following an Internet or power outage. If you configured your Home solution to alert you of such a situation, you will receive a text message notifying you of this.

 

• You have an alarm system. Will, during a power cut, the alarm signal reach the alarm center?

Yes, provided that your alarm system is connected to the alarm center over a traditional, fixed Proximus telephone line (PSTN) or via a mobile phone (SMS or 2G), and your alarm system is powered by a back-up battery. If your signal is transmitted over a PSTN line, your alarm system will be able to transmit signals for at least five hours. If your alarm signal is transmitted via a Proximus mobile phone (SMS or 2G signal), then this will be possible for at least two hours. If the alarm signal is transmitted via mobile data (3G or 4G), the signal will be transmitted for a period of up to about 15 minutes after the power is switched off. Depending on your location in the load-shedding area, the 3G/4G connection may remain in service for longer.

• Your health is being permanently monitored through a transmitter that sends signals to your treating doctor. Will this signal still to be transmitted during a power cut?

If the transmitter is entirely powered by back-up batteries and is connected over a traditional, fixed Proximus telephone line (PSTN), the signal will be transmitted for a period of at least 5 hours. The signal will be transmitted for at least two hours if your solution is connected via a Proximus mobile phone (SMS and 2G). If the signal is transmitted via mobile data (3G or 4G), it will be transmitted for a period of up to 15 minutes after the power is switched off. Depending on your location in the load-shedding area, the 3G/4G connection may remain in service for longer. We would also like to repeat the advice of Elia here: "We ask people who have specific needs to report to their town council. The municipalities are tasked with managing the load-shedding period and taking practical measures for their residents." (source: Elia)

• You have a panic alarm system for elderly people. Will this continue to work during a power cut?

If this system is entirely powered by back-up batteries and is connected over a traditional, fixed Proximus telephone line (PSTN), its signal will be transmitted for a period of at least 5 hours. The signal will be transmitted for at least two hours if your system is connected via a Proximus mobile phone (SMS or 2G). If the signal is transmitted via mobile data (3G or 4G), it will be transmitted for a period of up to 15 minutes after the power is switched off. Depending on your location in the load-shedding area, the 3G/4G connection may remain in service for longer.We would also like to repeat the advice of Elia here: "We ask people who have specific needs to report to their town council. The municipalities are tasked with managing the load-shedding period and taking practical measures for their residents." (source: Elia).

Technical impact of a power cut

• Backbone and data centers: diesel generators protect the core of our network (the “backbone”) and our data centers against any power cuts. Batteries ensure that the smaller sites on the network remain operational for about 4 hours.
• Fixed telephony: a traditional telephone line (PSTN, PES/AGW) combined with a fixed telephone set that does not require mains power will continue to work. After all, these are powered by the Proximus network. The same cannot be said for cordless telephones, whose base station requires mains power.
• Traditional ISDN: during a power cut, one port in the ISDN box will be powered by the Proximus network. This means that an analog device (e.g. a traditional telephone) can continue to work via this port. If the ISDN box works on backup power, all ports will remain available for at least 5 hours.
• Business services: Leased Lines - BLES - PRA - Explore: if our customers have their own backup power supply, their Leased Lines, BLES, PRA or Explore solutions will remain operational for at least 5 hours.
• VDSL2 on Explore: if your Explore line is connected through VDSL2, it will remain available for about 15 minutes. Other Explore access technologies will remain available.
• Mobile telephony: our GSM antennas are equipped with batteries which are able to cope with at least a two-hour power cut. To save these batteries, only calls and text messaging will be possible during a power cut. We advise everybody to only send text messages during a power cut. Texting is less battery-draining for mobile phones and GSM antennas and will allow everybody to remain accessible for longer.
• Internet (ADSL-VDSL-SDSL-ISDN-Fiber) – VoIP – TV: if the power is cut in a given area, Proximus Internet, Voice-over-IP and TV will no longer work. After all, modems (b-boxes) which enable these services, need electricity to function.

After a power cut

How should you restart your devices after a power cut?

Eandis recommends that you do not restart all your household appliances at once in order to avoid new disruptions on the mains network.

With regard to Proximus devices, you should restart your devices in the following order: first switch on your modem (b-box) and wait until it has restarted completely. Next, switch on the wireless components of the network (e.g. Ethernet adaptor, Ruckus or Wi-Fi Bridge). After that, restart your TV decoder. Read more on how to restart your devices.

What if there is damage? Is there compensation after a power cut?

• Can Proximus be held liable for nuisance and damage caused by a power cut?

In the normal course of its business activities, a contingency plan has been established to cope with normal power restrictions and power failures. However, the accuracy and completeness of these measures cannot be guaranteed as this contingency plan has not been developed to cope with this exceptional situation of power shortage and the related offload plan. Proximus therefore declines all liability should these measures prove insufficient. These details are provided for information only and within the limits of reasonable effort.

• Will you be entitled to compensation for the time during which you had no Proximus service?

No. Since the power cuts are not attributable to Proximus (the decision to activate the offload plan is taken by the government), Proximus cannot be held responsible for any consequences or damage customers may sustain from the offload.

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