Surf and call up to 25%
cheaper

You can't switch to Mobile Vikings internet at home with Easy Switch just yet. We're currently working hard on integrating this.

PRO TIP: If you switch to Mobile Vikings internet at home, only cancel your subscription with your current operator once your Mobile Vikings connection is active.

Want to know how to get in contact with Mobile Vikings?

1. Go to our Help & Support and use the search function.
2. Ask us directly via Facebook (Messenger) or Twitter.
3. Fill out our form to contact us via e-mail. 
4. We're temporarily not reachable by phone. Would you like to talk to an agent? On workdays you can enter your number on this page, from 9:30 until 16:30. We'll call you back within 30 minutes if you do. 

Mobile Vikings is situated in Hasselt. Our info:

Mobile Vikings
Kempische Steenweg 309/1
3500 Hasselt

Phone: +32 78 353 033
e-mail: info@mobilevikings.be

No. Mobile Vikings users can't make use of services offered by Proximus. We only use their network to enable our Vikings to surf, call and text. Using visual voicemail, or any other exclusive Proximus services will not be possible.

Trouble with your mobile internet, 4G, or surfing abroad? Follow the steps below to solve your issue.

• Do you have an active bundle?

• Have your internet settings been configured correctly?

• Are you abroad?

• Wanna check whether your physical SIM card is broken?

Active bundle

Do you still have enough mobile data in your bundle?

Internet settings

It’s very important that you configure these settings correctly. In most cases, correcting these solves the problem. Go to our settings guides and look for your device. Did you receive your SIM card after March 15th 2021, and do you have an Android phone? Download the My Viking app! It will automatically configure your device for mobile internet, and you can use it to manage your SIM card. 🙂

Can’t find your device in the list? Then choose a similar device, the settings themselves are the same. If you have an Android device, pretty much any Android phone guide will do. But just to be sure, you’ll find the settings below:

• Name = Mobile Vikings
• APN = web.be
• Username = web
• Password = web
• Proxy = [leave blank]
• Port = [leave blank]
• APN-type = default,supl
• Authentication / verification type = PAP

Save your settings, toggle your flight mode on and off, and test your connection. If it didn’t work, reboot your device. That should do the trick. 

If you have an iPhone, please make sure VoLTE is disabled by going to settings -> Mobile network -> Mobile data options -> Calls and data -> 4G, VoLTE off

Abroad / Roaming

• Check whether you have roaming enabled
• Choose another available operator and reboot your device
• Switch between 3G/4G/LTE

Try this out in your device’s settings:

• Apple: Settings > Mobile data > select "Enable 4G".
• Samsung (Android): Settings > More settings > Mobile networks > Network mode > select 4G, LTE or an automatic network selection.
• Sony (Android): Settings > Wireless and networks > Mobile networks > Network mode > select 4G, LTE or an automatic network selection.
• Nokia (Windows Phone 8): Settings > Mobile networks > Highest connection speed > LTE.

More info about roaming

Wanna know whether your SIM card is broken?

• Could you try your physical SIM card in another device? If that doesn't work either, then the problem may be with your SIM card itself. Our helpdesk can then help you find another solution or replace your SIM card.

Installation costs

If you order a Combo (a combination of internet at home and a mobile number), there is no installation cost for your internet at home.

Hardware costs

If you decide to also rent Wi-Fi boosters, you can rent them at €3/month. This cost will appear in your invoice/payment invitation every month.

Subscription costs

And then of course the monthly subscription costs. For Unlimited fast internet, these are €38 per month, and €53 for Unlimited superfast internet. Note: in a Combo (a combination of internet at home and one or more mobile number(s)), you get a monthly discount of €3 for both the above options. 

For example: you have a Combo of Unlimited fast internet and 2 mobile subscriptions of €15. That would be €38 internet at home + €15 mobile subscription + € 15 mobile subscription - €3 combo discount = €65/month.

Yes. Upon 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 via My Viking. Beware: if you link a VAT number to your account, it will be linked to all your subscriptions. In other words, it's not possible to link your VAT number to one single telephone number if you have multiple.

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, 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 need your SIM card number to transfer your number to Mobile Vikings. There are several ways to find it.

• On your SIM card itself.
  
  
• Via your smartphone:
  • IOS: go to settings --> General --> Info. You'll find the SIM card number under 'ICCID'. 
  • Android: via an app, for example, SIM Card for Android. 
  • Windows Phone: go to settings  --> Info (About Windows Phone) --> More information --> You'll find the SIM card number under 'SIM ID'.
• In the customer zone of your current provider.

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 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.

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

• Apple (iPad, iPhone 5, 5s, 5c, 6, 6 Plus): Settings > Mobile data > select "Enable 4G".
• Samsung (Android): Settings > More settings > Mobile networks > Network mode > select 4G, LTE or an automatic network selection.
• HTC (Android): Settings > Mobile networks > Network mode > select 4G, LTE or an automatic network selection.
• Sony (Android): Settings > Wireless and networks > Mobile networks > Network mode > select 4G, LTE or an automatic network selection.
• Windows Phone: Settings > Mobile networks > Highest connection speed > LTE.

If, despite configuring the correct settings and being in the right location, you are unable to activate 4G, please contact our customer care team.

 LTE and 4G are usually used interchangeably, so if you see LTE on your mobile, you can assume that you are surfing via 4G. And vice-versa.

More details? In short: 4G is a network standard that enables a very fast mobile data connection. When 4G was launched, the speed needed to reach that standard was often too high. LTE, which stands for 'Long Term Evolution', is the technology developed to enable those 4G speeds. As that technology got closer to those speeds, the terms became increasingly interchangeable.

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 can change the price plan of your mobile subscription at any time via the website or the My Viking app. You will find this option under “manage rate plan”.

TIP: 

Your current subscription bundles (i.e. data, sms and call) will expire at their foreseen expiration date. But when changing the price plan, you have the option to change it immediately or at the end of the current bundle period. 

If you still have plenty of data and/or calling minutes left, it is best to select the option “at the end of the current bundle period”. If you need more data and/or calling minutes, you can start the new subscription immediately. 

Only the bundles with the latest start date will be renewed. For example: 

My current bundles start on the 8th of the month. I renew or change my subscription on the 28th. The old bundles will remain active until the 8th of the next month, but will not be renewed. The subscription will continue from the 28th forward, with the 28th being the new renewal date. 

Do you have 5 minutes to spare? Because that's all it takes to order your Mobile Vikings SIM card! First of all, choose if you want to order a SIM card with a subscription, or a prepaid SIM card. Follow the steps on the page to finish your order. You also have the choice between an eSIM or a physical SIM card.

What do you need to transfer your current number?

• The number of your current SIM card,
• If you are under an existing contract, best to keep your customer number at hand too.

The speeds listed are expected maximum speeds. For Unlimited Fast Internet over VDSL, these speeds are up to 100 Mbps download, and up to 40 Mbps upload, for Unlimited Superfast Internet up to 1 Gbps download and 500 Mbps upload. We will not do an installation if we see that we cannot offer you at least a 40 Mbps download speed. 

What exactly can cause the actual speed to be lower? Several factors influence this. On the network side, for example, the distance between your house and the street cabinet, how many installations are connected to the same line, ... Furthermore, things such as wiring in your house, location of the modem, the power of the processor on your PC, the number of devices that use bandwidth, etc have an impact as well. You can compare it a bit with a highway: in principle, you can drive up to 120 km per hour, but the condition of the road surface, other cars, and what kind of car you have, ... can cause you to drive slower than 120 km per hour.

On every new installation, a so-called DLM profile is active. This stands for Dynamic Line Management, a  process that checks and tests your line for several weeks after activation. After a positive evaluation, depending on the test results, your line speed can be increased. Please note that the DLM process is fully automated. It is a dynamic process on the current VDSL network. As an operator, Mobile Vikings has no influence on this process. The DLM process keeps on monitoring and testing your line to guarantee a stable line and full quality.

If you cannot connect to the local mobile internet immediately, go over this checklist before you do anything else.

• Restart your device several times as soon as you arrive abroad.
• Try to establish a connection with the different local networks manually through your device settings. One network may provide a more stable connection than another.
• Check whether the option 'data roaming' is enabled in your device settings. This will usually be available in the 'Mobile networks' menu.

Do you have an eSIM? Click here. 

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.

The normal installation cost is € 149, regardless of the type of subscription or connection. But:

• If you order a Combo, so Internet at Home and a Mobile Vikings SIM card, you don't pay any installation costs. We make no distinction here between a Combo with an existing mobile number or one with a new mobile number (subscription or prepaid card, in both cases).
• Until end 2022, this advantage also applies to installations without a mobile number! Until then, you'll therefore never pay installation costs.

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.

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! 🙂

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.

You can pay manually via your My Viking account, or with an automatic payment method (direct debit, VISA or MasterCard). If you have Viking Points, they will automatically be deducted from your invoice/payment invitation.

First, you need to remove the superfluous eSIM profile (from Mobile Vikings or another operator) from your old phone. Then, request a replacement eSIM from your My Viking account and follow the instructions in your email.

No, that's not possible.

If you need an additional SIM card for your car or your tablet, for example, you'll have to order with a new number. First of all, choose if you want to order a SIM card with a subscription, or a prepaid SIM card. Follow the steps on the page to finish your order. You also have the choice between an eSIM or a physical SIM card.

This can be for several reasons:

• We did not receive any commission for your purchase or booking
  
  The Viking Points you receive when you buy or book something through a Viking Deal are a commission that we receive from our partner and pass on to you in full. If you click on another link, for example, a Google Ad, a price comparison site, ... then that commission goes to another party. Nothing is linked to your Mobile Vikings account, so you will not receive Viking Points.
  
  
• You entered the wrong order number, amount or expected number of Viking Points.
  
  Be sure to check the information you enter carefully. The order number is important for the partner to be able to find your purchase. Also, keep in mind that the number of Viking Points is calculated on the purchase amount excluding VAT.
  
  
• Your purchase or booking has been registered in the meantime
  
  In that case, the Viking Points are now on hold, or you may have already received them.

• The purchase did not meet the terms
  
  Most Viking Deals have their own terms and conditions. For example, they often can't be combined with other discounts, or you are not allowed to place your order from a business account, ... You can check the conditions for each Viking Deal on our Viking Deals page. 
  
  
• The partner is no longer active with our Viking Deals.
  
  You can only submit claims for active Viking Deal partners.

Would you like more information about how the Viking Deals work, and concrete tips to ensure that you never miss out on Viking Points? Then be sure to check our FAQ.

You can identify yourself by doing your next payment with Bancontact, MasterCard, VISA, or PayPal. 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 have a subscription, you can do this via the SIM card settings of the number for which you want an eSIM. You will then immediately receive an email with the necessary instructions to activate it.

Can you switch from a subscription to a prepaid SIM card? Yes. You can do this via the website, or in the My Viking app.

Will you switch immediately? In that case, your subscription bundles will remain valid until their expiry date. You'll use those first, and only when they're used up or expired you'll start using the bundles of your top-up. You can also choose to switch as soon as your current subscription bundles expire. 

Please note:
You cannot switch if you still have unpaid invoices/payment invitations. Consult your balance via My Viking. Due to the obligatory registration of prepaid cards, we ask you to immediately top up via bancontact. You can switch up to 6 times between a postpaid subscription and a prepaid SIM (or the other way around) per year. 

In that case, you can block your current SIM card and request a new one. To do so, go to your SIM settings. You can also block your device there.

For regular SIM cards

If you request a new SIM card, it will be sent to you by regular mail free of charge. We send out our SIM cards with bpost, so delivery takes 3-5 business days. You will, of course, keep your phone number and your remaining calling credit. To block your device we need some extra information:

• what was the type of device;
• where did you lose your device (city);
• what was the time when you lost it (day and time);
• what is the device's IMEI number? The IMEI number is stated on the packaging or purchase invoice of your device.

For eSIMs
If your smartphone is lost or stolen, you can have your eSIM blocked and request a new one. You can also do this via your SIM settings. You will then immediately receive an e-mail with the necessary instructions to activate it.