New platform
So. If you’re reading this, chances are you’ve become active on our new platform. Below you’ll find the answers to questions you might have.
I can't send an SMS. What should I do?
It’s highly likely there’s something wrong with your SMS centre, so you need to check.
There are 2 possible numbers: +32486000005 or +32456002000. If one doesn't work, just try the other.
iPhone users can set the SMS centre by entering the code *5005*7672*+32486000005# or *5005*7672*+32456002000# and pressing the call button.
For all other operating systems, users can enter the number of the SMS centre in the settings of their device (usually in the settings of your text app).
Afterwards, reboot your device and try sending an SMS to yourself. If that doesn’t work, do let us know.
Can you not be reached after the activation of your replacement SIM card?
Possibly, you are unable to receive calls or SMS right after activation. This is due to the so-called routing. Other operators legally have 24 hours to activate texts and calls to your number. If you still can’t be reached 24 hours after receiving our text, please do let us know.
Is your mobile internet acting up after the activation?
Then you should reset it.
- Head over to this page over wi-fi, and select your device (or a similar one). Then go to Internet/Manual configuration and follow the steps to add a new Access Point.
- Do you have an iPhone and do you also use the Viking App? In the app, go to More > Settings > Load APN Settings. Then, magically, the correct settings will be set in your device.
- Until you’ve reset your mobile internet, your hotspot will not work either. Obviously.
What about voicemail after activating your replacement SIM card?
Your voicemail too should be reset. Read all about that here. The short number for voicemail remains the same at 1933. If you want to call your voicemail from abroad, bear in mind that the number now is +32 456 19 19 33 instead of +32 486 19 33 33.
No. You’ve been activated on our new platform, which we’ll disconnect from the BASE network in spring 2019, only to connect it to the Orange network. More detailed information about this will obviously follow in due time.
This is possible indeed. In this case rebooting your device should fix it. If it doesn’t, make sure to test your SIM card in another device. If it doesn’t function then either, do let us know!
That’s perfectly normal: LTE is exactly the same as 4G. This is simply the new way of indicating 4G on the new network.
Until we’ve been officially certified by Apple, this button will indeed not work. At this moment, we have specific timing for this certification. Until then you can obviously just call your voicemail on 1933 or 0456 19 19 33.
In that case you can try to manually activate a different network. In principle you can only choose from a selection of usable networks.
This shouldn’t happen: all your SMSs for two-step verification should work. Do get in touch with us to let us know which service this is regarding, and communicate your telephone number too. We’ll investigate immediately.
Obviously, your SIM card needs to be in a device that can receive SMS. If that’s not the case, try testing your SIM by inserting it into a mobile device. How you can know if the activation succeeded? For example, you can no longer see 4G, instead you see LTE. Or perform a Speedtest and can connect to the Transatel server. In all these cases, the activation succeeded, and you no longer need to await the SMS.
Yes, it’s possible your hotspot no longer works. To solve this, you need to manually set it up, using the data below:
APN: web.be
Username: web
Password: web
Unfortunately, you can only connect to a foreign network if there’s no Belgian network available.
First of all: LTE is the same as 4G. There’s no need to worry about this message, you can simply select LTE and go surfing. You’re receiving this message because we haven’t been officially certified by Apple yet. So no worries, everything will work.
Indeed, this is an issue on Huawei and Samsung devices. It’s purely visual, and does not affect you network coverage. We’re working hard to solve this.
It’s indeed possible certain shortcodes no longer work. For instance SMS parking via 4411, or call 1207. We’re working hard to solve this! Oh, and if you happen to come across more examples, do let us know.
This is perfectly normal. You see, abroad we collaborate with one of Proximus’ partners, reason why you these settings are shown in your device. To make things clear: you will not pay Proximus anything for this.
At the moment we can only display your data usage in fragments of max. 16 MB. A minor, temporary limitation of the system. We’re working hard to make the overview crystal clear again.
Until your next top-up (for prepaid SIM cards) or until the start of your new subscription month (for subscriptions), your usage will look a bit off in the Viking App and on the website. Check this below.
Prepaid SIM cards:
Your bundle will be shown decreasing entirely. Before, you’d always keep seeing your total bundle and how much of it you’d used, but we can’t temporarily show you the total bundle. Untill your next top-up, that is.
Subscriptions:
Your bundle will be shown decreasing entirely. Before, you’d always keep seeing your total bundle and how much of it you’d used, but we can’t temporarily show you the total bundle. Until your next subscription month starts, that is.
In case you should have any other questions, please don’t hesitate to get in touch.
You can easily solve this by following the steps below.
Easy: simply select “Keep current number” and you’re good to go.