How
it works

Validity

To keep your prepaid SIM card active, you need to top up at least once a year (regardless of the tariff plan). If you don't do this, your prepaid card will automatically be deactivated. Of course, we'll notify you in advance via email and text.

Your bundles (minutes, texts, and mobile data) are valid for one month from the moment you top up. The call credit from the top-up remains valid for 6 months. Check this article for all the details about the validity of call credit and bundles.

Legal requirement

The law mandates that upon activation of a prepaid card, identification must take place (and then every 18 months for the same number). You can legally identify yourself by making a payment with Bancontact, Payconiq by Bancontact, VISA, or MasterCard. In this article we tell you how to do so. You can easily check the status of your identification in your My Viking account. Do you have any other questions about identification? Be sure to check out our other helpful articles.

Request a prepaid card

As an adult, you can request a prepaid card for:

• Yourself, of course
• A family member (parents, grandparents, children, grandchildren, brothers or sisters)
• Your spouse
• Someone with whom you legally cohabit
• Someone for whom you are the guardian.

Transfer of a prepaid card

You can transfer your prepaid card to another Mobile Vikings account. In this article, we explain how to do so. Please note, when transferring a SIM card, the call credit will not be transferred along with it.

SIM card replacement

In case of a defect, loss, or theft of your SIM card, you must notify us within 24 hours. You can easily block your phone and SIM card through your My Viking account and request a new SIM card. Check this article for more info. You will then receive a new SIM card from us with the same call credit and expiry date as the defective, lost, or stolen card.

You can do this by using an automatic payment method or you can pay manually via your My Viking account (website and app) by selecting one of the following payment methods:

• Bancontact
• Payconic by Bancontact App
• Mastercard or Visa

If you have used one of the above payment methods, your payment will be processed immediately. This will unblock any blocked services within 30 minutes. It's not possible to receive a paper credit transfer with your paper invoice. If you choose to pay by bank transfer, please be aware that it takes 3 to 5 business days for such a payment to be processed in our system.

You can pay your invoice or top up manually through your My Viking account by selecting one of the following payment methods:

• Bancontact
• Payconic by Bancontact App
• Mastercard or Visa

Payment failed?

Has your payment been rejected, or have you received an error message? This can have several causes:

• your payment was declined by the bank
• insufficient funds in your account
• incorrect bank card details
• authentication failed
• your bank card is no longer active or has been deactivated
  ...

In case of problems, it is recommended to contact your bank.

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
• Payconic by 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.

You can identify yourself by doing your next payment with Bancontact, Payconiq by 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.

Well, as of 3/1/2023 you'll be entitled to a refund of the remaining calling credit of the number you want to transfer to another operator. A few important notes:

• You can request the refund only if you immediately transfer the number of the prepaid card to another operator. If you terminate the number, no calling credit will be refunded.
• The refund can only be requested for calling credit purchased via a top-up. A free bundle of mobile data, e.g. a bundle from a Viking Clan, will not be refunded.
• Keep in mind we will deduct the amount of € 5 for administration costs from the remaining calling credit. This means that amounts lower than this will not be refunded.
• You need to request your refund within 1 month after the transfer to your new operator.
• The refund will be done in the same manner as the calling credit was initially purchased: via Bancontact, Payconiq by Bancontact, MasterCard, VISA or direct debit.
• After approval of your request by Mobile Vikings the refund will take place within 2 weeks after your request.
• You can't transfer calling credit to another Mobile Vikings number.

As of 3/1/2023, you'll be able to request your refund here. Please provide as much information as possible, so our helpdesk can have a look at your options as soon as possible.

1. General

These Special Conditions apply to the ‘Viking Clan’ benefit that Mobile Vikings offers under certain conditions. The General Terms and Conditions (including the Privacy Policy) of Mobile Vikings also apply, insofar as they do not deviate from the provisions in these Special Conditions. The General Terms and Conditions (including the Privacy Policy) of Mobile Vikings and these Special Conditions can always be viewed on the Mobile Vikings website.

2. What is a Clan

Vikings can group together in a ‘Viking Clan’ (hereinafter referred to as a: ‘Clan’). When a Clan has been formed, each Viking from that Clan receives additional mobile data on top of his or her existing rate plan (under certain conditions) via a data bundle. The size of the data bundle depends on the number of members in the Clan (see Article 5). As long as you are legally part of the Clan or the Clan legally exists, the additional data bundle will be renewed monthly. Vikings who form a Clan can name this Clan. Vikings are free to choose a name as long as it is not abusive, vulgar, or racist. Mobile Vikings cannot be held liable in any way should the Clan’s choice of words be abusive, vulgar, or racist. 

3. Time frame

Invitations for a Viking Clan can be sent and accepted indefinitely. Mobile Vikings can change this deadline at its own discretion.

4. Creation and composition of a Clan

You can only create a Clan if you are already a customer of Mobile Vikings and you meet the membership conditions described in Article 6. You can then invite others to become a member of your Clan via ‘Member Gets Member’; these invitees can be either existing Vikings or new customers who meet the membership conditions described in Article 6. Anyone who is already a Viking gets a personal invitation link with which he or she can invite others. When someone accepts the invitation and fulfills the entry requirements described in Article 6, he or she will be able to join the Clan.

A Clan consists of a minimum of two and a maximum of four members, of which all members can already be customers of Mobile Vikings at the time of founding/joining, including the founder of the Clan. New customers can join a Clan once their Mobile Vikings telephone number is active.

A Mobile Vikings telephone number can only be linked to a single Clan. A Viking can therefore be part of several Clans, but only using a different telephone number. 

5. Data benefit

The more members in a Clan, the greater the data benefit:

• 2 members: each member receives a free additional monthly data bundle of 2 GB
• 3 members: each member receives a free additional monthly data bundle of 3 GB
• 4 members: each member receives a free additional monthly data bundle of 4 GB

When someone joins an existing Clan and the Clan subsequently grows larger, his or her data benefit is activated immediately. The other members of the Clan will see that their data benefit has also been adjusted when their current additional monthly data bundle expires.

Example: In a Clan of three, each member receives an additional 3 GB on their monthly data bundle. When one Viking joins that Clan, the data bundle (4 GB) connected to this newly joined Viking starts immediately. The other three Vikings of the Clan are therefore entitled to a greater data benefit (4 GB instead of 3 GB). This change takes place on the expiry date of the additional 3 GB data bundle that is already running.

When someone leaves the Clan, the data benefit of the member leaving the Clan expires with immediate effect. The other members of the Clan will see their data benefit adjusted when their current additional data bundle expires, on condition of the Clan’s validity with respect to the number of remaining members of the Clan.

Example: In a Clan of three, each member receives an additional 3 GB on their monthly data bundle. When one Viking leaves the Clan, the additional data bundle connected to this Viking will expire immediately. The other two Vikings will now form a Clan of two. This reduces their data benefit to an additional monthly bundle of 2 GB. This change takes place on the expiry date of the current 3 GB data bundle.

Vikings with an 85 GB subscription will also receive an extra data bundle as a member of a Viking Clan. They will receive the same amount of benefit depending on the size of the Viking Clan (2/3/4 GB extra) after the usage volume that gives rise to surfing at reduced speed. Under normal circumstances, this is after usage of 85 GB.

Under certain circumstances, Mobile Vikings may decide to give a Viking a free trial period of one month. During this trial period, the Viking will receive an extra data bundle. In this case, the eligible Viking will receive a notification via email. They have up to a month to activate their additional data bundle following this notification. The bundle itself is valid for one month. Receiving such a free 1 GB bundle does not entitle the Viking to free data in the future. If the Viking wishes to continue to enjoy the benefits of a Clan, he/she can form a Clan of his/her own with another Viking during or after the trial period.

6. Conditions of entry

The following terms and conditions of membership apply cumulatively to both the Viking who establishes the Clan and any member who subsequently joins the Clan:

• The Viking has a subscription with a monthly amount of €10 or higher. Vikings with a prepaid card cannot join a Clan.
• The Viking has an active telephone number. At the time of joining, this phone number must not be subject to any of the following processes: 
  • Termination of the number or a (request for) number transfer to another operator
  • Planned switch to a prepaid card
• The Viking is not yet part of any other Clan using this specific telephone number.
• The Viking is not excluded from the Viking Clan benefit provided by Mobile Vikings as defined in Article 7.

Mobile Vikings has the right, without entitlement to compensation for the Viking, to refuse the application to start up or join a Clan in the following cases:

• Failure to meet the entry conditions of this Article 6;
• When using the services offered by Mobile Vikings in violation of these Special Terms and Conditions, the General Terms and Conditions, with legal or regulatory provisions, with public order or morality, or in a way that damages the proper functioning or integrity of the service; 
• In case of evidence (or suspicion) of fraud or abuse by the Viking in relation to the services offered by Mobile Vikings or if the Viking makes any attempt to do so. 

If Mobile Vikings decides not to allow someone to join an existing Clan, the other Vikings of the Clan are not entitled to any compensation, for example as a result of not obtaining the (larger) benefit associated with joining the Clan. 

A Viking can have several SIM cards and therefore several different telephone numbers and be part of a different Clan with each individual telephone number. These Special Terms & Conditions apply to each Clan individually, and therefore to the telephone number the Viking is using to be part of a specific Clan. A Viking can never be part of more than one Clan with the same telephone number. 

7. Exit or removal from the Clan

7.1 A Viking will no longer be part of a Clan if any of the following occurs:

• The Viking leaves the Clan through the settings of his or her telephone number;
• The Viking switches the number in question to a prepaid card;
• The Viking permanently disconnects his or her number or transfers it to another operator.

In any of these cases, the Viking is not entitled to any compensation as a result of leaving the Clan in question (whether or not of his or her own accord). In any of the above cases, the Viking and the phone number in question will be banned from the Viking Clan programme for one month. This means the Viking cannot start a new Clan, nor can the Viking join an existing Clan via an invitation from another Viking. 

7.2 Mobile Vikings has the right to unilaterally revoke membership of the Clan without any right to compensation for the Viking in the following cases:

• When using the Viking Clan in violation of these Special Terms and Conditions, the General Terms and Conditions, with legal or regulatory provisions, with public order or morality, or in a way that damages the proper functioning or integrity of the Mobile Vikings service;
• In the event of proof (or suspicion) of fraud or abuse by the Viking with regard to the Viking Clan or more generally the service provision of Mobile Vikings, or make an attempt to do so;
• When the Viking no longer meets the entry conditions described in Article 6.

If Mobile Vikings decides to withdraw membership of a Viking for the above reasons, Mobile Vikings has the right to permanently exclude that Viking from the Clan programme, and thus from other Clans of which the Viking would be a part, without prejudice to the right of Mobile Vikings to claim damages and to terminate the Contract (i.e. the Agreement relating to the mobile services described in the Terms and Conditions) with the Viking. In addition, as a result of the termination of the Contract, any other benefit, including any Viking Points, will lapse. The Viking cannot assert any claim against Mobile Vikings if membership to a Clan is revoked for any of the reasons stated above.  

If Mobile Vikings decides to withdraw membership of a Viking, the other Vikings of the Clan are not entitled to any compensation as a result of losing any benefit associated with the Clan, i.e. less data due to the Clan shrinking, or the termination of the Clan if it becomes smaller than two. 

8. One month of free data via a Viking Clan with Mobile Vikings

Under certain circumstances, Mobile Vikings may decide to give a Viking a free trial period of one month. During this trial period, the Viking will receive an extra data bundle. In this case, the eligible Viking will receive a notification via email. They have up to a month to activate their additional data bundle following this notification. The bundle itself is valid for one month. If the Viking wishes to continue to enjoy the benefits of a Clan, he/she can form a Clan of his/her own with another Viking during or after the trial period. 

9. Miscellaneous provisions

Mobile Vikings reserves the right to discontinue the Viking Clan programme (in whole or in part) without having to provide any justification. In the event of termination, Mobile Vikings will notify the Viking by all appropriate means (e.g. SMS, email). Mobile Vikings reserves the right to amend the terms and conditions, as well as the processes relating to Viking Clan programme, without obligation to provide justification. If relevant to the Viking, these changes will be communicated to him or her by any appropriate means (e.g. text message, email). 

Version 25/04/2024

If you have a 85 GB subscription and become a member of a Viking Clan, you will also receive an extra data bundle to surf at full speed for a longer time. 

Without a Viking Clan, you surf at lower speed after using your 85 GB, with a Viking Clan this will happen later. Concretely, what this means for you:

• Viking Clan of 2: you surf at a lower speed after a usage of 87 GB instead of the normal 85 GB.
• Viking Clan of 3: you surf at a lower speed after a usage of 88 GB instead of the normal 85 GB.
• Viking Clan of 4: you surf at a lower speed after a usage of 89 GB instead of the normal 85 GB.

Order your 85 GB subscription here.

As long as you travel within the European Union and the United Kingdom, the same rates apply as in Belgium. In other words: no extra roaming charges! For all rates, including outside the EU, go to the roaming page on our website.

You can't use your mobile data bundle outside of the EU. 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.

To keep costs down, try to use Wifi as much as possible or purchase a local SIM card with matching local rates. You can usually find these at the airport.

It's very easy and can be done in 2 ways:

1. Send a free SMS with the word BALROAM to 1984 from the number you want to get the information for. You will receive an SMS with the amount of mobile data you have used outside your bundle within the EU at that moment. If you have not incurred any out-of-bundle costs, we will let you know as well.
2. Check through your My Viking account all the costs incurred since the start of your current subscription month (data, call minutes, SMS):

•  Select your phone number and then click on ‘Usage’.
• Click on the filter icon and check the box for ‘Only paying usage’.
• Under ‘Period’, select the option ‘Since last bundle renewal’.
• Confirm by clicking on the ‘Filter’ button.

You will then receive an overview of all your data sessions, incoming and outgoing calls/SMS. You can also easily adjust the out-of-bundle cost limit through your My Viking account.

For prepaid cards

These extra costs are therefore deducted from the calling credit you currently have. You use this mobile data while roaming within the EU besides the bundle you get with each top-up. If you don't have enough calling credit to cover those extra out-of-bundle costs, you can't use any more mobile data, in other words. Doing a top-up can solve this, because then you will of course get a new bundle of mobile data to use.

For subscriptions

The extra mobile data you use out of bundle while roaming within the EU will be included as an extra cost on your next invoice/payment invitation. Of course, if you want to avoid this, you can also renew your subscription earlier. That way, your next month will start earlier, and you'll also get new bundles to use.

Mobile data outside the EU

Mobile data outside the EU is very expensive: in some countries, you can pay up to €13/MB. To avoid unexpected high costs, mobile data is automatically blocked for every Viking outside the EU. If you still wish to use mobile data outside the EU, choose the Global Data Pass, available for the 28 most popular countries among our Vikings.

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.

It is very simple, all you need is a compatible smartphone and a Wi-Fi connection.

During your call, your smartphone will automatically connect to the most suitable network to give you the best possible calling experience. If your mobile coverage is good, you will use the 4G network. Is the 4G coverage too weak? Then the device will switch to Wi-Fi and your phone call will continue. When leaving the area with weak coverage, the device will switch back automatically and your call continues.

VoWifi is not available on all smartphones

Here you will find a list of devices. You can also check whether your device supports this via the settings:

• Android: Open the Phone app (the standard app for making calls) > More options > Settings >
  Move the slider next to Wi-Fi Calling to the right to activate it or to the left to deactivate it.
• iPhone: Go to Settings > Mobile network (or Cellular) > Wi-Fi Calling > activate or deactivate Wi-Fi Calling on this iPhone. If a pop-up appears, tap Enable. Reboot your device.

Are these settings not visible? That probably means that your smartphone does not support VoWifi.
VoLTE might be a good solution if it's available on your device. More info can be found here.

Good to know

• Have you activated VoWifi but it's not working? Reboot your device or turn airplane mode on and off and it should work!
• Activating VoWifi is free, but if you call, these minutes will be deducted from your bundle (just like a normal call).
• VoWifi is not available abroad.
• For all calls to international and premium numbers or calls outside your bundle, normal rates apply. More info can be found here.
• Both Vikings with a subscription and a prepaid card can use VoWifi.
• When calling via VoWifi, you may see Proximus as a network on your device. No worries, this has to do with the fact that we use the Proximus network.

• iOS Apple: iPhone 6s, 6s plus, 7, 7 plus, 8, 8 plus, X, Xs, Xs Max, Xr, 11, 11 Pro, 11 Pro Max, SE, SE (2020), SE 5G (2022), 12, 12 mini, 12 Pro, 12 Pro Max, 13, 13 mini, 13 Pro & 13 Pro Max, 14, 14 Plus, 14 Pro, 14 Pro Max, 15, 15 Plus, 15 Pro, 15 Pro Max
• Samsung: Galaxy A02s, A03, A03s, A10, A12, A12 (v2), A13 4G, A14 LTE, A20e, A21s, A22 5G, A3 2016, A3 2017, A30s, A31, A32 4G, A32 5G, A33 5G, A34 5G, A40, A41, A42 5G, A5 2016, A5 2017, A50, A51, A52 4G, A52 5G, A52s 5G, A53 5G, A54 5G, A6, A6+, A7 2018, A70, A71, A72 4G, A8 2018, A80, A9 2018, J3 2017, J4+, J5, J5 2017, J6, J7 2017, M12, M21, M31s, Note 8, Note 9, Note10, Note10 lite, Note10+, Note20 4G, Note20 5G, Note20 Ultra 4G, Note20 Ultra 5G, S5, S6, S6 edge, S6 edge+, S7, S7 edge, S8, S8+, S9, S9+, S10, S10 Lite, S10+, S10e, S20, S20 FE 4G, S20 FE 5G, S20 4G FE, S20 5G, S20 Ultra 5G, S20+, S20+ 5G, S21 5G, S21 FE 5G, S21 FE new HW, S21 Ultra 5G, S21+ 5G, S22, S22+, S22 Ultra, S23 5G, S23 Ultra 5G, S23+ 5G, Xcover 4, Xcover 4s, Xcover 5, Xcover Pro, Xcover 6 Pro, Z Flip, Z Flip3 5G, Z Flip 4, Z Flip5, Z Fold2 5G, Z Fold3 5G, Z Fold 4, Z Fold5, Tab A8 4G
• OnePlus: Open 5G, 11 5G, 10T, 10 Pro 5G, 9, 9 Pro, Nord 3 5G, Nord CE 3 Lite 5G, Nord 2, Nord CE 2 5G, N10 5G, N100, Nord 2T, 8 5G, 8 Pro 5G, 8T
• OPPO: A53s, A54 5G, A57s, A74, A98 5G, Find X2 Pro 5G, Find X3 Lite 5G, Find X3 Neo 5G, Find X3 Pro 5G, Find X5, Find X5 Lite, Find X5 Pro, Reno 4 Pro 5G, Reno 4 Z 5G, Reno 6 5G, Reno 6 Pro 5G, Reno8, Reno8 Pro, Reno8 Lite 5G, Reno 10 Pro
• Xiaomi: 13T, 13T Pro, 13, 13 Pro, 12T, 12T Pro, 12, 12 Pro, 12X, 12 Lite, Redmi Note 12, Redmi Note 12 Pro, Redmi Note 12 Pro+, Redmi 12 4G, Redmi Note 11, Redmi Note 11 Pro, 11T, 11T Pro, 11 Lite 5G (new edition), Redmi 10, Redmi Note 10, Mi 11i
• Android: Fairphone 5
• Huawei: Mate20, Mate20 pro, Mate 30 Pro, Mate 40 Pro, Mate Xs, P30, P30 Pro, P40 5G, P40 5G, P40 Pro 5G, P40 Pro+ 5G, Cindy
• Google Pixel: Fold, Pixel 8, Pixel 8 Pro, Pixel 7, Pixel 7a, Pixel 7 Pro, Pixel 6, Pixel 6a, Pixel6 Pro, Pixel5, Pixel 5a 5G, Pixel 4a, Pixel 4a 5G

If your device supports both VoLTE and VoWifi, you can activate both options. In fact, your device will do the rest, choosing for you which connection works best. It will always give priority to mobile data. If your 4G connection is too weak, your device will use the WiFi signal. Is your connection getting better again? Then you call again via 4G.

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't be reached? We'll help you get back on track asap. Please try:

• Rebooting your device
• Manually connect to the network via the settings of your device. You can read here how to do this.
• Testing your SIM card in another device

On our coverage map you will discover the overview of our mobile network. Please note that this is an indication and does not provide a guarantee.

None of these tips help? Contact our helpdesk. Based on a recent example, no older than 24 hours, they can check what exactly is going wrong for you! Please make sure to specify the date and time of your example, as well as the implicated numbers. 

You have different options to check your remaining calling credit:

• Through your My Viking account: you will be able to see how much calling credit, mobile data, texts and free calling minutes to other Vikings you have left.
• In the My Viking app: thanks to the My Viking app you have a continuous and real-time overview of your remaining calling credit, usage history, contacts and so much more. You can download it here
  • iOS: iOS 10 or higher is required
  • Android: Android 5.0.0 or higher is required
• Text for free "CONSULT" to 1984.

The quality guarantee can be compared to a 30-day guarantee when you shop online; you have the right to try out your new purchase. Not satisfied? Then you get your money back.

Below you'll find the answers to your pressing questions about the quality guarantee of Mobile Vikings.

How do I make use of the quality guarantee?

• Anyone can request a refund of the first month within 30 calendar days after activating a new SIM card and/or an internet connection (for new numbers, or numbers transferred from another operator).
• If you want a refund for your internet connection and a SIM card, you apply for it all at once. The conditions for "within 30 calendar days" are considered on an individual level (i.e. per product), though.
• The refund can be requested through this contact form: select 'Mobile telephony' or 'Internet at home', depending on the product you enter a request for.
• After your request we'll check if you meet the conditions and we'll keep you updated via email. At the latest within 3 weeks after your approved application you will receive your refund.

Which conditions do I have to meet to request a refund for my first 30 days?

Obviously, there are a number of conditions to meet for your possible refund. These must all be met before you are entitled to your refund. 

• Do you have a subscription? All your outstanding invoices/payment invitations must have been paid first.
• You can apply for the quality guarantee once. A second application will therefore be refused. To verify this condition, Mobile Vikings may perform a check on name, first name, payment method, address, customer and phone number, obviously always in accordance with the terms of the Mobile Vikings privacy policy available on the website.
• You must submit your request within 30 calendar days after activating the number and/or internet connection in question via this contact form. Select 'Mobile telephony' or 'Internet at home', depending on the product you enter a request for.
• Does your request include a mobile number? The number in question must have been transferred to another operator within 30 days of activation.
• Does your request include an internet connection? The internet connection in question must be inactive at Mobile Vikings within 30 days of activation.
• If your request includes an internet connection, the modem (and any Wi-Fi boosters you rent) must be returned to Mobile Vikings.

What will be reimbursed?

• Your first chosen tariff plan will be refunded. 
• Any fees charged for installing your internet connection will be refunded.
• Any fees charged for the rental of a Wi-Fi booster will be refunded.
• If you used Viking Points for the first payment of the number in question, they will be refunded too.
• Any out-of-bundle costs in a mobile subscription will not be refunded.

Yes, you have two options:

• When requesting a SIM card, you have the possibility to add your VAT number in your account.
• You can also add, edit or delete your VAT number afterwards in your My Viking account. To do so, go to your account and open the tab ‘Profile’. Then click on the pencil next to ‘Billing information’. At the bottom you can indicate that you have a VAT number and fill it in.

No, you’re not bound by a contract. You can come and go as you please, but we hope you’ll stay for a long time.

Still have questions? Take a look at our terms and conditions.

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.

You can easily switch to another operator via Easy Switch. If you choose for Easy Switch, the new operator will make sure that (a part of) your current services at Mobile Vikings will be stopped and/or transferred to your new operator. You have two possibilities with Easy Switch:

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

Completion of the Easy Switch process depends on both completion of the installation, and processing by the other operator.

To use Easy Switch, you need some information: your Easy Switch ID and your Mobile Vikings customer number. These can be found in your My Viking account, or on your bill/invoice.

It's very simple, first of all you need your customer number and your Easy Switch ID with your current operator. You can usually find this information in the customer zone or on an invoice from your current operator. Do you have this info? Perfect, then we can get started:

1. Enter your address on our website, we will check your connection.
2. Choose the Internet subscription you want.
3. Choose how you want to switch. Choose the option via EasySwitch and we'll take care of everything for you.
4. Choose when you wish to cancel services with your current operator. You have two options, choose what applies to you:
   • As soon as possible after the activation of your new Mobile Vikings services.
   • X number of days after the activation of your new Mobile Vikings services.
5. Once the order is completed, we will get started and keep you updated every step of the way.

We advise you to contact your current operator about the options for your other services (e.g. a landline, a TV subscription or what happens to mobile numbers that would suddenly fall out of a pack with your current operator).

The combo advantage gives you a monthly € 3 reduction on the price of your internet at home subscription. To get your monthly combo advantage, the following conditions apply:

• In addition to your internet at home subscription, you have at least 1 active mobile subscription and no unpaid invoices/payment invitations. Stop worrying about your invoices and activate direct debit payments.

or

• Apart from your internet at home subscription, you have at least 1 active prepaid card that is topped up at least once during the subscription month of your internet at home (for any rate plan)

When you notify us from your move, we check the connection at your new address. 

Is Fiber available? Great! Soon, you will enjoy super fast surfing and a super stable connection. Be sure to check our Fiber offer.

Is Fiber not available yet? No worries, we will give you a free Fiber upgrade once it's available at your new address. Meanwhile, you can already enjoy our unlimited fast internet. 😉

Do you have any other questions about Fiber? Check our other helpful articles.

As long as you don’t terminate your old internet subscription, you will continue to receive an invoice each month. You can easily cancel your subscription through your My Viking account: go to ‘Internet at home’, open the ‘Product’ tab and choose ‘Cancel internet at home’.

Once your subscription is terminated, you will automatically receive a confirmation email from us. Return your modem and Wi-Fi boosters (if applicable) free of charge within 2 weeks via bpost. We will provide you with a return label; you can download it from the confirmation email or via your My Viking account. If you don’t return the old hardware, an additional cost will be charged.

Finally, you will receive a last pro rata invoice: you will only pay for what you have used

When you move, you have two options:

• If possible, you install your modem yourself: we will send you a new modem (including installation instructions) via bpost. With our configuration wizard we guide you step-by-step through the installation. Installing your modem has never been easier. 😉
• An installer will come by to install your modem. Easily book an appointment through your My Viking account. By informing us of your move as soon as possible, you can schedule an appointment with an installer well in advance (e.g. 2 months ahead).

In order to finalize your move, book an appointment with an installer. The appointment will be confirmed by email, you can always manage it through your My Viking account. By informing us of your move as soon as possible, you can schedule an appointment with an installer well in advance (e.g. 2 months ahead).

Two working days prior to your installation, we will send a confirmation SMS to the number you have provided us: either to your number or that of the contact person who will be present during the installation. 

On the day of installation, our installer will call the same number 30 minutes in advance to confirm. And don’t forget: the installer is from Proximus, so no need to panic. 😉