VIKING CLAN

Your SIM card can be topped up via your account by clicking on the red button 'Top up SIM card' (displayed at the top of each page) or via 'Top-up' in the My Viking app. Use one of the following methods to top-up:

• Bancontact
• Mastercard or Visa
• Text: send a text with the message "SIM TOPUP" to 1984. Before you can do so, you must set up a payment method.
• Automatic top-up: top-up your SIM card automatically when the calling credit drops below a certain amount. Before you can do so, you must set up a payment method.
• Viking Points: top up your SIM card with Viking Points. 1 Viking Point equals € 1.

Using these payment methods the calling credit will be on your SIM card almost instantly.

Combining payment methods: Your Viking Points can be combined with another payment method to top up your SIM card. 

Check our other useful articles about topping up your SIM card.

What do you get when you top up?
With a top-up you will receive a bundle with advantages: unlimited texts, a data bundle and the Viking advantage (free calls to other Vikings). In addition, you will receive calling credit for the value that you recharged your prepaid SIM card.

The validity
Your advantage bundle (data, SMS and Viking advantage) have a validity of 1 month, starting from the moment you recharged. For example, if you top up on 8/05 at 12.35 am, your bundle will remain valid until 8/06 12.35 am. Your calling credit expires after 6 months. Use your call credit to make calls.

And my remaining calling credit?
If you have any calling credit left, it will automatically be transferred to the next month and added to your next top-up. 

What happens after a month?
If the month is over and you haven't topped up yet, you'll be calling, texting, and surfing out-of-bundle and the out-of-bundle rates will apply:

• Calling: € 0,20/min (more calls) or € 0,40/min (more data)
• SMS: € 0,10/sent SMS
• Data: € 0,10/MB

Are you abroad or do you want to call foreign numbers? Be sure to check our roaming page.

You can do this through your SIM card settings in your My Viking account. Request a new SIM card, follow the steps and your physical SIM card will be sent with Bpost. You should count on 3 to 5 business days to receive your SIM card. You will also receive an email with the necessary information. Replacing your SIM card is free of charge. 😉

You can submit a claim via your My Viking account, on the website and application. If you submit a claim, we will check it for you together with the partner. We can't promise anything, but if you still get Viking Points, we'll let you know.

After submitting your claim, you will receive a confirmation email. The average waiting period for processing your claim can be found in the confirmation email or in your My Viking account. Note that this is an average period. Because of, among other things, the exchange period it can take a while before our partners investigate such a claim. If you have been waiting much longer than the average period, and you still have not received any information regarding your claim, please contact our helpdesk.

You can use Easy Switch to switch to Mobile Vikings internet at home. Important note: we don't offer landlines nor a TV subscription. So keep in mind that these will be terminated with your current operator, or will be covered by a new contract if you transfer mobile numbers and/or a fixed internet connection to Mobile Vikings. We therefore strongly recommend that you check your options carefully with your current operator. 

You can of course close your order without using Easy Switch, and contact your current operator to cancel your services there.

If you choose to switch to Mobile Vikings via Easy Switch, we will make sure that (a part of) your current services with your current operator will be stopped and/or transferred to Mobile Vikings. You have two options with Easy Switch:

• Transfer internet at home to Mobile Vikings. In this case, your internet at home will automatically be stopped with your current operator. Any mobile numbers remain active with your current operator.
• Stop mobile numbers and transfer your fixed internet to Mobile Vikings. In this case, your specified numbers will be discontinued and your internet at home will be transferred to Mobile Vikings.

Are you ready to switch via Easy Switch? Check here how to do it.

Did your installation not go smoothly and did you use the Easy Switch option? Then you are entitled to compensation from 2/10/2023;

• If the installer does not show up on the agreed day and time. In that case, you are entitled to compensation of €30;
• In case of late activation of your Internet at Home subscription, you are entitled to compensation of €6 per day. This compensation has to be requested at your own request;
• Both compensations are settled via the first invoice (or credit note) or via payment into your account.

With just a few clicks on our website. There are three options:

Order your SIM card with subscription. Make your choice and follow the steps! 

Order your SIM card with subscription. Make your choice and follow the steps! Make sure you have the necessary information at hand about your current provider!

You do this via My Viking. You can choose to do so immediately, or when your calling credit reaches € 2.50 or less. In both cases, any bundles you have when you switch remain valid until their expiry date, and your remaining calling credit expires.

The law only allows adults to take out a subscription. Of course, an adult (a parent or the legal guardian) can take out a subscription that will actually be used by a minor. However, the adult still remains responsible for the agreement they entered into. Want to do this? Contact our helpdesk! 

To do so, you need to get in touch with our helpdesk. In order to cancel a subscription to internet at home of someone deceased, we do need an official death certificate. You can request this certificate from the local administration where the deceased was domiciled. Send us an email with the death certificate to 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)

Your Internet subscription will be activated after installation. The installer will take care of the connection, activation and testing of your Internet connection. As soon as your internet subscription is active, we will confirm this by e-mail. 

You can find your SIM card number in 2 ways.

• Find your SIM card number on your SIM card

If you remove the SIM card from your phone, you can read the series of numbers next to the gold-colored chip. Our SIM card numbers consist of 19 digits and start with 89323... by default.

• Find your SIM card number in your phone settings

For Vikings with an Android device:

1. Open the Google Play app and download “SIM Card” (free).
2. Open the app and go to the “Information” tab.
3. Your SIM card number is displayed under “SIM card serial number (ICCID)”.

For Vikings with an iPhone or other iOS devices:

1. Open the “Settings” app on your iPhone.
2. Select “General”, then “Info”.
3. The SIM card number is displayed the same as the ICCID number.

No problem! Bpost delivers your parcel to a safe place or to your neighbour in your absence. Be sure to inform Bpost about your preferences in advance via their website or app. Don't have a delivery preference set? Don't worry! The modem will be waiting for you at a Bpost collection point near you. Bpost will let you know by e-mail where exactly you can pick up your package. You can pick up your parcel during 14 calendar days at a collection point and during 5 days at a parcel locker. Don't forget to pick it up in time before Bpost returns the package to our address.

As long as you're in the EU, the same rates as in Belgium apply - no extra costs! For more info, including outside of the EU, please visit the roaming page on our website. First choose the country and which type of SIM card you have (subscription, prepaid card or Only Data), and you will get an overview.

Are you traveling outside of the EU? In that case, you won't be able to surf to avoid unexpectedly high costs. Do you really want to use mobile data outside the EU? That’s possible! With the Global Data Pass you can use mobile data in many countries outside the European Union. You can find all the details here.

An eSIM can logically only be used in a compatible phone. We can’t guarantee its functionality in other devices such as a tablet or router. Check this page to see if your phone supports an eSIM.

If you have a device that supports 4G and/or 5G and you are in a 4G/5G zone, the only question remaining is how to activate this. The settings can vary slightly, but the following steps apply to most devices:

• IOS: Settings > Mobile data > select "Enable 4G", "Enable 5G".
• Android: Settings > Connections > Mobile networks > Network mode > select 5G, 4G, LTE or an automatic network selection.

Feel free to take a look at our configuration wizard. Here you will find various manuals, including how to set up and activate your mobile data.

If, despite configuring the correct settings and being in the right location, you are unable to activate mobile data, please contact our customer care team.

You can find your PIN and PUK code in your My Viking account. The default PIN code of your SIM card is 1111.

Why a PUK code?

If you have entered the PIN code incorrectly three times, your device will require your PUK code. You can now use the puk1 code. After entering this PUK code you choose a new PIN code.

Changing my PIN code

Do you want to change the PIN code? You can change it via the settings on your phone. If this function is not available, you can instead form and call the following code:

*04* [old PIN] * [new PIN] * [new PIN] #
or
**04* [old PIN] * [new PIN] * [new PIN] #

Depending on your device, only one * is required before the code. Would you like additional information about your PIN code? Then you can always consult this article.

To prevent abuse, you cannot link an account number to more than one Mobile Vikings account. But what if you still want to use the same account number for multiple accounts? Don't worry, there is a solution! Just give the account with payment method management rights over the SIM card in question. We explain how to do this below:

• Log in to the account without a payment method and go to your SIM card settings in My Viking. You can only do this once your SIM card is active.
• Choose Authorizations and then 'give someone authorization'.
• Enter the email address of the account with the payment method. Confirm with your password.
• Log in to the account with the payment method and accept the management rights for the SIM card.
• Go to your payment methods to link the new SIM card to your payment method.
• That's it! 🙂

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.
• 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.

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

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 use your own hardware, we can’t guarantee that everything will always work properly and safely.

When you encounter problems with your hardware, we recommend you to reconnect Mobile Vikings’ devices.  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.

Is everything working again? Then it's not the line, but your hardware. In this case, contact the manufacturer or use Mobile Vikings’ hardware.

Is it still not working? Contact our help desk, they will be happy to help you.

From 01/11/2024 you can choose which hardware you use for internet at home: that of Mobile Vikings or your own equipment. It's important to keep your Mobile Vikings hardware in storage: if any issues ever occur on your line, we will ask you to reconnect our hardware. This way, we can check if everything is working properly and assist you further if needed. 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.

Are you a new Viking? You will automatically receive our hardware during installation. The technician always installs our equipment, after which you can install your own hardware.

Be sure to check out this article about installing your own hardware.

From 01/11/2024 you can choose which hardware you use for internet at home: that of Mobile Vikings or your own equipment. As a new Viking, you automatically receive our hardware during installation. The technician always installs our equipment, after which you can install your own hardware.

Please note, it's important to keep your Mobile Vikings hardware in storage. If any issues ever occur on your line, we will ask you to reconnect our hardware. This way, we can check if everything is working properly and assist you further if needed. 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.

Be sure to check out this article about installing your own hardware.

From 01/11/2024 you can choose which hardware you use for internet at home: that of Mobile Vikings or your own equipment. Concretely, you can buy all the devices we provide for the usage of fixed internet (modem, ONT box, router, …) yourself. 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.

How much extra data can you add to your top-up? You can get as many data bundles as you like with a top-up via the My Viking app.

You can identify yourself by doing your next payment with Bancontact, VISA or MasterCard. The law dictates this identification has to be repeated within 18 months following this first identification.

If you set up an automatic payment method or an SMS payment method with a foreign bank account, you won’t be able to activate a prepaid SIM card. Your first payment and the control payment after 18 months always have to be done with a Belgian payment method. For the other payments, you can use any payment method you want.

To check the status of your identification, go to My Viking.

If you already have an internet subscription with another provider, and you want to switch to Mobile Vikings, you have two options:

• You cancel your internet subscription yourself with your current provider.
• You use Easy Switch to transfer to Mobile Vikings.

When you cancel your current internet subscription yourself with your current operator:

• Do you currently have a pack with that operator with e.g. fixed internet, tv and 2 mobile numbers? You may choose to cancel all or some of these services.
• Be sure to check payment terms for hardware that you may have with your current provider. E.g. Residual value to be paid for a laptop or TV. Please note, there may be additional costs in such cases, e.g. a final invoice. 
• Also ensure that you synchronise the deactivation dates of your current subscription with the installation/activation dates of your Mobile Vikings internet subscription.

When you use Easy Switch to switch to Mobile Vikings:

• We ensure that your services with your current provider are partially or completely transferred and/ or stopped.
• During the ordering process, indicate you wish to use Easy Switch. Keep your Easy Switch ID and customer number from your current provider ready.

Are you ready to switch to Mobile Vikings? Here we tell you how to do it via Easy Switch.

Mobile Vikings does not offer a subscription to digital TV. Most of the content available via digital TV today can be easily watched online. Think VRT MAX, VTM GO, GoPlay, or the websites of most of the TV channels. For Eleven, streamz or Disney+ for example, you don't need digital TV anymore either. 😉 That's exactly why Mobile Vikings internet at home offers unlimited volumes: you surf, stream and game as you like.

You automatically create an account as soon as you have ordered a product via the website. When completing your order, you can enter an email address and choose a password. You can then log in with this information via the website and the application.

Did you already have a product with Mobile Vikings in the past that you canceled and would you like to become a customer again? Then it is possible that your account still exists and your email address is known in our system. Are you having problems logging in? Here you will find more information.

It is not possible to create an account without ordering a product.

Your Mobile Vikings invoice or payment invitation always includes an expiration date. This is the date on which we expect to have received your payment in our bank account. In case you pay 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.

Extra tip: 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. Please contact our helpdesk if you have used the wrong payment details, or if your payment hasn't been processed after 5 working days.

But what happens if you lose sight of this deadline?

• 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.
• Shortly after that expiry date, you will receive a first real reminder from us to remind you of your payment arrears.
• Another week later, you will receive another reminder. If you still don't pay now, you risk not only an administrative charge on your next invoice/payment invitation but also a restriction of your services.
• This means, for the number in question, you will be put on minimum service two weeks after your expiry date. That means you can no longer make outgoing calls (except emergency numbers), text or surf. By the way, your internet connection at home can also be limited in speed for a first late payment, to be completely blocked after repeated violations. So don't let it come to that.
• If you ignore this phase as well, we will completely stop all your services a little later and you will no longer be able to receive incoming calls and texts, for example.

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. Don't want to worry about your invoices of payment invitations? Set up a payment method via your Mobile Vikings account. This is possible using Visa, MasterCard or direct debit. If you set up a payment method, your payment will automatically be processsed.

Do you have any questions about your payment invitation/invoice, or your current subscription? You can reach our helpdesk on the free number 1976 during office hours, or via info@mobilevikings.be. In case you want to dispute your invoice/payment invitation, please mail the following information to info@mobilevikings.be: the number of your invoice/payment invitation and which costs exactly you dispute. Our helpdesk will take it from there.