Surf and call up to 25%
cheaper

Your usage in a non-EU country is not included in your monthly bundle, so you have to pay these charges separately. You can check the roaming rates on our roaming page. This occurs automatically and appears in your monthly invoice or payment invitation.

Here are some tips on how to avoid extra costs:

• Limit the number of characters in your text message.
  For example, in your iPhone, you enable this via Settings → Message. The counter shows you when a text message is too long to send in one message.
• Have people call you instead of you calling them. Our roaming wizard will show you that an incoming call is usually much cheaper. And, the person calling you does not pay extra because you are in a non-EU country!

Outside of the EU you won't be able to surf to avoid unexpectedly high costs. It's not possible to enable this again. In order to be able to surf using mobile data, we recommend you use wi-fi as much as possible or use a local SIM card. You’ll usually find those at airports.

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.

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.

The number of the SMS center is +32456002000. 

iPhone users can set the SMS center by entering the code *5005*7672*+32456002000# and pressing the call button. Hold the 0 for a few seconds to make the + sign. Doesn't work? Add an extra * at the start of the code!

For all other operating systems, users can enter the number of the SMS center in the settings of their device (usually in the settings of your text app). Our configuration guides can help you figure this out. 🙂

Need more help? Find out what to do if you can't send SMS.

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.

By choosing a new number when you order your SIM card. First of all, choose if you want to order a SIM card with a subscription, or a prepaid SIM card. Then, check that you want a new number and follow the steps to finish your order. 

Did you only just make your purchase? Then don't worry yet. It can take up to 48 hours to fully register your purchase or booking. Have you been waiting any longer? Below, you'll find a list of possible culprits. With solutions!

• Your purchase or booking is linked to another channel. If you visit price comparison sites, or click through via Google Ads, via a marketing campaign of a partner, ... after activating your Viking Deal, our cookie may be overwritten. We will not see your purchase or booking, so you cannot get Viking Points for it. Solution? Activate the Viking Deal just before completing your order.
• A "do not track" signal has been set in your browser. This may prevent a partner from linking your purchase or booking to your Mobile Vikings account. Solution? Turn off the "do not track" signal.
• Something went wrong with the Viking Deal partner. Rare, but it happens! Solution? If you submit a claim, we will check it for you. We can't promise anything, but if you still get Viking Points, we'll let you know. Because of the exchange period, among other things, it may take a while before our partners investigate such a claim.
• You bought something that you cannot earn Viking Points for. Solution? Always check the terms and conditions for each Viking Deal before you activate it.
• You paid with a gift card or used a promotional code. Solution? This too is always stated in the terms and conditions of every Viking Deal, so you know whether you'll  earn Viking Points or not!
• You placed your order with a business or professional account. Solution? For some Viking Deal partners, you can't earn Viking Points as a business user. This is always stated in the conditions of the Viking Deal in question.

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, MasterCard, VISA, Paypal or direct debit.
• After approval of your request by Mobile Vikings the refund will take place within 2 weeks after your request.

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.

 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.

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! 🙂

It is not possible to send or receive MMS messages with a Mobile Vikings SIM card. Of course, you can still send pictures and images through e-mail, Messenger, WhatsApp, ...

If someone tries to send an MMS to your number, you'll receive a text message including a link to view the MMS online. You’ll have to log in on this website by using your phone number as username. Enter 324… instead of +324, 00324, etc. The password can be found in the text message you’ve received.

If it’s not possible to check this website via your smartphone, it should be a better option to go do this on a PC instead. An MMS will be valid on this website for one month. Afterward, it isn’t possible anymore to log in to watch the message.

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

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 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.

All the apps below install easily on your smart TV or casting device. You therefore don't need a smartphone or laptop to stream.

For your trusted Belgian channels you use the free apps of the various channels themselves. For example:

• VRT MAX : één, canvas, Ketnet, Ketnet jr. + live video stubru, MNM, Radio 1 & 2 and Klara
• VTM GO : vtm, vtm 2, 3 & 4, vtm kids, vtm gold + live video Qmusic and Joe

Note: GoPlay also has an app, but not for your TV. So to stream Play 4, 5, 6 & 7, you still need a laptop or smartphone.

For additional series/movies, you can subscribe to the services that suit you. That way, you only pay for what you really want to see:

• Series and movies: Netflix, Disney+, Streamz, Prime Video, Apple TV, .. 
• Sport: Eleven Sports, F1 TV, NBA League Pass, ..
• Gaming: Twitch, Steam, YouTube, ..  

You easily install all these apps on your smartphone, tablet, laptop and TV....

The modem and its placement are included in the installation, at no additional cost.

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.

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.

If you already have an internet subscription with another provider, and you want to switch to Mobile Vikings, you may cancel your current internet subscription with your current operator. If 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. Also be sure to check payment terms for hardware (e.g. residual value to be paid for a TV or laptop) that you may have with your current provider. Pay close attention, because 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.

Important note: if at your address there is already an active connection to the Proximus network (Proximus, Scarlet, edpnet,...), this connection will automatically be switched to Mobile Vikings, and you will no longer have access to the services you previously subscribed to via this connection. We do advise to double-check with your old provider to make sure everything is canceled correctly!

At the moment, Easy Switch isn't available. Yet! 

On our website, you can easily test if there is a Proximus line at your address. If this is not the case, you can also leave your e-mail address there. We will then keep you informed.

Mobile Vikings is a subsidiary of Proximus, and Mobile Vikings' home Internet is activated on the Proximus VDSL and Fibre network, as well as via the Fiberklaar network. We offer two subscriptions:

• Unlimited fast internet (theoretical max. download 100 Mbps / max. upload 40 Mbps)
• Unlimited superfast internet (theoretical max. download 1 Gbps / max. upload 500 Mbps) -> only available via fibre.

No, you don't! If fiber is available at your address, we will install your internet via fiber regardless, but you do not have to choose the Superfast Internet. 🙂

Your home must be connected via a connecting cable to the nearest distribution point. If there is no distribution point in your street, this means that there is currently no cable network available. Unfortunately, Internet services cannot be installed in such cases.

If you previously had a Proximus connection (Proximus, Scarlet or edpnet) in your home, this usually means that you already have the right infrastructure.

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.

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.

1. First of all, check whether you still have service.
2. After that, check your calling credit if you have a prepaid SIM card.
3. Reboot your device. This often resolves the problem.
4. Check the SMS center:

• iPhone users to this by dialing*5005*7672*+32456002000# and tapping the call button.
  
• Do you have another device? Then go to your SMS settings and fill in +32456002000 under SMS center.

Reboot your device after this and try sending an SMS to your self. If that doesn't work, contact the helpdesk.

5. Are you abroad? Try switching operators manually in your settings to see whether that solves it. Does the issue persist after going through these steps? Call our helpdesk at 1976 or send us a message.

1.Place your modem centrally in your home

Where is the best place for your modem?

• Preferably, you place the modem in the centre of your home, in an open space (not in a cupboard) and more than a metre above the ground. This gives you better Wi-Fi coverage.
• Preferably, you keep the modem or Wi-Fi Booster more than a metre away from other electrical appliances to avoid interference.
• Is your modem in the basement? The Wi-Fi reception on the other floors will often be weak. It is preferable to install the modem on the ground floor.

How to place the modem

Place your modem so that the LED lights are visible. They must not face the wall or the floor. If your modem is in the basement, point the LEDs upwards so that the signal can reach the upper floors more easily.

2. Cables are fine too

Wi-Fi is convenient. But connecting your computer, decoder or console to your modem with an Ethernet cable also has its advantages:

• The internet is faster.
• There is no interference from other electrical devices.
• You have more bandwidth on your Wi-Fi channels for the devices that can only work with Wi-Fi.
• If you have built-in Ethernet cables and sockets in your home, you can use them to reach rooms that are too far away for Wi-Fi.

Ethernet cables are available in every electronics shop, or online from one of our Viking Deals-partners. If you want to equip your whole house with built-in Ethernet sockets, it is best to contact an electrician. You can also do this during renovations to your house. Mobile Vikings does not offer this service.

3. Beware of devices that interfere with Wi-Fi

Many electrical devices can interfere with your Wi-Fi: the microwave oven, the alarm system, security cameras, a heating appliance, the doorbell, lighting, the baby monitor, etc. Please bear in mind: don't use your Wi-Fi too close to these types of devices and move closer to your modem or Wi-Fi Booster.

4. Old devices slow down Wi-Fi

Do you have a computer, tablet or smartphone that is more than 5 years old? Then avoid connecting this device to your Wi-Fi network. It can slow down Wi-Fi for other, even more recent devices. Connect these devices, if possible, with an Ethernet cable (at least Cat 5e), turn them off or disable their Wi-Fi when not in use. Also bear in mind that "smart home" applications often use older chips and can therefore also slow down your Wi-Fi.

 
5. Don't overload your Wi-Fi

The quality of your Wi-Fi signal also depends on your usage. Do you download very large files, or watch in 4K on 3 screens simultaneously? Do you use many devices at the same time? That reduces the quality of your Wi-Fi.

 
6. Test your line

Is your connection very slow or is it constantly interrupted?

1. Connect a laptop to your modem with a network cable (at least Cat 5e) (or a new ethernet cable).
2. Measure your speed via the speed test in your My Viking-account. Make a note of the download speed achieved.
3. Disconnect the network or Ethernet cable, connect your computer to Wi-Fi and measure the speed again in the same manner.

If there is a major difference in speed, you need to restart your modem:

1. Switch the modem off by pressing the on/off button on the back.
2. Wait about ten seconds.
3. Switch the modem on again.

 7. 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 during the use of your internet at home.

Have you recently been abroad, or are you still? This is why: up to 27 GB there are no extra costs for using data in the EU. If you use more, every used MB will be charged at € 0,002/MB.

Outside the EU, the normal roaming rates apply, and you can’t use your 50 GB data bundle.

1 calendar month, starting from your most recent top-up. For example, if you top up on 8 November at 12.35 am, your bundle will remain valid until 08 December 12.35 am.

Context
We define one calendar month as the period starting on a specific day of a month until the same day the next month. A calendar month can, therefore, be 28, 29 (in leap years), 30 or 31 days long. Another example: if you top up in March, your bundle will be valid for 31 days. If you top up in April, your bundle will be valid for 30 days.

And my remaining calling credit?
If you have any calling credit left, it will be transferred to the next month and added to your next top-up. Calling credit from a top-up is valid for 6 months and then expires.

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.