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Help &
Support
I am going to move. What do I do with my current Internet at home subscription?
Are you planning on moving and do you want to move your Internet at home subscription with you? Then you can request an installation at your new address via our website. Once you have moved, you can stop your connection at your old address. You can do this via our website, in your My Viking account. You will eventually receive a pro-rata calculation of your last invoice.
We recommend sending your current modem and/or booster back to us. That way, we ensure a smooth installation at your new address, and you will also receive a brand new Internetbox modem.
As we would like to recycle and maybe even revive your modem and WiFi booster, please return them to us free of charge and within 2 weeks. Everything you need to do so, can be found in your My Viking account. There, you download a label to return your modem and WiFi booster(s) via bpost. This is possible at a bpost office or a bpost postal point.
How can I book an appointment for installation?
To finalize your order for internet at home, you book an appointment for the installation. After you have chosen your subscription, you book this appointment for the installation. It will be confirmed by e-mail, and you can manage it in your My Viking account on the website.
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. 😉
Where can I find my invoices or payment invitations?
You can always find your invoices/payment invitations in your My Viking account on the website and app. Of course, you will also receive them every month via e-mail at the e-mail address you linked to your Mobile Vikings account.
What happens when I leave a Viking Clan or no longer meet the conditions?
If you leave a Viking Clan or no longer meet the conditions with a specific phone number, this of course has some impact.
I leave a Viking Clan
- You were in a Viking Clan of 2 Vikings: unfortunately that means the end of this Clan. The other member will therefore no longer receive free extra mobile data through this Clan.
- You were in a Viking Clan of 3 Vikings: the remaining 2 members of this Viking Clan will receive a new Clan bundle of 2 GB after expiration of the actual 3 GB bundle. This will remain as long as this Clan continues to exist.
- You were in a Viking Clan of 4 Vikings: the remaining 3 members of this Viking Clan will receive a new Clan bundle of 3 GB after expiration of the actual 4 GB bundle. This will remain as long as this Clan continues to exist.
When you leave a clan, you will automatically receive a confirmation email. The other members of your clan will also be notified by email.
I no longer meet the requirements
To be a part of a Viking Clan, you must have an active mobile subscription. If you cancel your subscription, you will automatically leave the Viking Clan.
You will remain a member of a Viking Clan until, with the telephone number in question, you:
- Switch to a prepaid card
- Transfer that specific number to another operator
- Leave the Viking Clan
More details about the terms and conditions of a Viking Clan can be found here.
International flights/waters - what are the non-EU rates?
Are you traveling outside the EU? In this case, 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.
When traveling by boat on or by plane over international waters, you can reasonably assume your device will no longer connect to an antenna on the ground. Instead, it will connect to a satellite, which can quickly increase the cost.
Do you want to have an idea of those costs? Then be sure to check out the calculator on our roaming page and the country you would be calling.
Do I still have a SIM card number with an eSIM? Where can I find this?
Yes, an eSIM also has a "SIM card number".
iOS: you can find the SIM card number in the device in which the eSIM is used:
- Open ‘Settings’ > ‘General’ > 'About'
- The SIM card number is displayed the same as the ICCID number.
Android:
- Do you have a subscription? Your My Viking account number is a replacement for your SIM card number.
- Do you have a prepaid card? Please contact our helpdesk.
How do I activate/deactivate call forwarding to another number?
How can I activate a call forwarding?
Redirect either via the settings of your phone or by entering one of the following codes. Replace the number +32456191933 with the number you want to forward calls to when you enter these codes in your own phone.
How can I deactivate a call forwarding?
To cancel the redirect, form and call these codes: ##61#, ##62#, and ##67#. Please note that this will also deactivate your voicemail, and you'll have to reactivate it.
Good to know:
A diverted call from one Belgian Mobile Vikings number to another will be charged at the normal rate. If you redirect a call to a foreign number, the international rates apply. You can check them on our roaming page - choose 'Belgium' in the 'from' field.
How can I block my SIM card and phone?
Has your phone been lost or stolen? You can request a new SIM card and block the old one via your My Viking account. You can also block your device. To do so, you need its IMEI-number which you can find on your invoice or its packaging.
The IMEI number is a unique code for your device, composed of 15 digits. Are you using Dual SIM? Then you have two IMEI numbers: one for each SIM slot. With eSIM, the IMEI number works the same way as with a physical SIM card.
How to top up a prepaid SIM card?
Your SIM card can be topped up via your account by clicking on the red button 'Top up SIM card' (displayed at the top of each page) or via 'Top-up' in the My Viking app. Use one of the following methods to top-up:
- Bancontact
- Mastercard or Visa
- Text: send a text with the message "SIM TOPUP" to 1984. Before you can do so, you must set up a payment method.
- Automatic top-up: top-up your SIM card automatically when the calling credit drops below a certain amount. Before you can do so, you must set up a payment method.
- Viking Points: top up your SIM card with Viking Points. 1 Viking Point equals € 1.
Using these payment methods the calling credit will be on your SIM card almost instantly.
Combining payment methods: Your Viking Points can be combined with another payment method to top up your SIM card.
Check our other useful articles about topping up your SIM card.
How long will my calling credit and bundle including the free advantages be valid?
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.
How do I replace an eSIM with a physical SIM card?
You can do this through your SIM card settings in your My Viking account. Request a new SIM card, follow the steps and your physical SIM card will be sent with Bpost. You should count on 3 to 5 business days to receive your SIM card. You will also receive an email with the necessary information. Replacing your SIM card is free of charge. 😉
I haven't received my Viking points. How can I submit a claim?
You can submit a claim via your My Viking account, on the website and application. If you submit a claim, we will check it for you together with the partner. We can't promise anything, but if you still get Viking Points, we'll let you know.
After submitting your claim, you will receive a confirmation email. The average waiting period for processing your claim can be found in the confirmation email or in your My Viking account. Note that this is an average period. Because of, among other things, the exchange period it can take a while before our partners investigate such a claim. If you have been waiting much longer than the average period, and you still have not received any information regarding your claim, please contact our helpdesk.
Can I switch to Mobile Vikings internet at home with Easy Switch?
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.
If you enter your phone number when ordering via Easy Switch, this number will be permanently stopped by your current operator, without transfer.
You might wonder why we do it this way? Well, by requesting a SIM card yourself, we make sure you keep the services of your current operator during the transfer. This way, you remain reachable. Once your new SIM card is active, your number and the subscription/ prepaid card with your previous operator are automatically cancelled.
How do I sign up for a subscription?
With just a few clicks on our website. There are three options:
Order your SIM card with subscription. Make your choice and follow the steps!
Order your SIM card with subscription. Make your choice and follow the steps! Make sure you have the necessary information at hand about your current provider!
You do this via My Viking. You can choose to do so immediately, or when your calling credit reaches € 2.50 or less. In both cases, any bundles you have when you switch remain valid until their expiry date, and your remaining calling credit expires.
The law only allows adults to take out a subscription. Of course, an adult (a parent or the legal guardian) can take out a subscription that will actually be used by a minor. However, the adult still remains responsible for the agreement they entered into. Want to do this? Contact our helpdesk!
How do I cancel the internet at home subscription for someone who's deceased?
To do so, you need to get in touch with our helpdesk. In order to cancel a subscription to internet at home of someone deceased, we do need an official death certificate. You can request this certificate from the local administration where the deceased was domiciled. Send us an email with the death certificate to info@mobilevikings.be.
How should I enter my Mobile Vikings invoice in my accounts?
Your Mobile Vikings invoice can be entered under the following headings:
- 61xxx Telephony (total amount excl. VAT)
-
411xx Reclaimable VAT (VAT amount of your invoice)
To 44xxx Supplier Mobile Vikings (total amount incl. VAT)
The VAT deductibility shall be in accordance with the fiscal rules.
Your payment to Mobile Vikings will be recorded as follows:
-
44xxx Supplier Mobile Vikings (total amount)
To 55xxx financial institution (total amount)
How do I install my wifi booster?
- B-box 3:
Do you have a B-box 3? Click on the ‘B-box 3’ tab above for more information about how to install your Wi-Fi Booster.
- Internet Box:
Do you have an Internet Box? Click on the ‘Internet Box’ tab above for more information about how to install your Wi-Fi Booster. - Internet Box+:
Do you have an Internet Box+? Click on the ‘Internet Box+’ tab above for more information about how to install your Wi-Fi Booster+.
1. Make sure your Wi-Fi connection is activated: check the button on the back of the Wi-Fi Booster. The button should be set to AUTO.
2. Turn on the Wi-Fi Booster:
- Plug the power cord of the Wi-Fi Booster into an electrical outlet in the same room as the B-box.
- Press the POWER button. The light will illuminate green. Wait for 1 minute until the WPS light turns off.
3. Synchronize the Wi-Fi of the B-box with the Wi-Fi booster:
- Press on the WPS button of your B-box for 2 seconds. The WPS light flashes.
- Then, within 2 minutes, briefly press the WPS button on the Wi-Fi booster.
The lights of the 2 devices will blink and go out after a while.
- When synchronization is complete, the light will remain on.
- You can now pull out the Wi-Fi booster and place it in a central spot between the B-box3 and the device that needs to receive the Wi-Fi signal.
4. Turn the Wi-Fi booster back on:
- Plug the power cable into a wall outlet. Be sure to check that the power button is properly pressed.
- The POWER and Link Quality lights illuminate green.
- Check if the Link Quality light stays green. If not, place the wifi booster closer to the B-box.
1. Turn on the Wi-Fi booster:
- Plug the Wi-Fi booster's power cable into a wall outlet in the same room where the internet box is located.
- Press the power button. The light will illuminate orange or white.
2. Synchronize the Wi-Fi of the Internet Box with the wifi booster:
- Briefly press the WPS button of your Internet Box. The Wi-Fi light now lights up white.
- Press the WPS button until the positioning light starts blinking white. This can take up to 10 seconds.
- When synchronization is complete, the positioning light will light green. The Wi-Fi and power lights are now blue.
- You can now pull out the Wi-Fi booster and place it in a central location between the Internet Box and the device that needs to receive the Wi-Fi signal.
3. Turn the Wi-Fi Booster back on:
- Plug the power cable into a wall outlet. Be sure to check that the power button is properly pressed.
- The Wi-Fi and POWER lights will light up blue. The Positioning light illuminates green.
- The positioning light doesn’t light up green? Then move the Wi-Fi booster closer to the Internet Box for better reception.
1. Turn on the Wi-Fi booster:
- Plug the Wi-Fi booster's power cable into a wall outlet in the same room where the Internet Box+ is located.
- Press the POWER button. The light will illuminate orange or white.
2. Synchronize the Wi-Fi of the Internet Box+ with the Wi-Fi Booster+ :
- Briefly press the WPS button of your Internet Box. The Wi-Fi light now blinks white.
- Press the WPS button until the positioning light starts blinking white. This can take up to 10 seconds.
- When synchronization is complete, the positioning light will light green. The POWER light is now blue. This can take a few minutes.
- You can now pull out the Wi-Fi Booster+ and place it in a central location between the Internet Box+ and the device that needs to receive the Wi-Fi signal.
3. Turn the Wi-Fi Booster back on:
- Plug the power cable into a wall outlet, be sure to check that the power button is properly pressed.
- The Wi-Fi and POWER lights will light up blue. The Positioning light illuminates green.
- The positioning light doesn’t light up green? Then move the Wi-Fi Booster+ closer to the Internet Box+ for better reception.
When will my Internet subscription become active?
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.
Where do I find my SIM card number?
You can find your SIM card number in 2 ways.
- Find your SIM card number on your SIM card
If you remove the SIM card from your phone, you can read the series of numbers next to the gold-colored chip. Our SIM card numbers consist of 19 digits and start with 89323... by default.
-
Find your SIM card number in your phone settings
For Vikings with an Android device:
- Open the Google Play app and download “SIM Card” (free).
- Open the app and go to the “Information” tab.
- Your SIM card number is displayed under “SIM card serial number (ICCID)”.
For Vikings with an iPhone or other iOS devices:
- Open the “Settings” app on your iPhone.
- Select “General”, then “Info”.
- The SIM card number is displayed the same as the ICCID number.
What if I am not home during my modem delivery?
No problem! Bpost delivers your parcel to a safe place or to your neighbour in your absence. Be sure to inform Bpost about your preferences in advance via their website or app. Don't have a delivery preference set? Don't worry! The modem will be waiting for you at a Bpost collection point near you. Bpost will let you know by e-mail where exactly you can pick up your package. You can pick up your parcel during 14 calendar days at a collection point and during 5 days at a parcel locker. Don't forget to pick it up in time before Bpost returns the package to our address.
What are the rates for roaming?
As long as you're in the EU, the same rates as in Belgium apply - no extra costs! For more info, including outside of the EU, please visit the roaming page on our website. First choose the country and which type of SIM card you have (subscription, prepaid card or Only Data), and you will get an overview.
Are you traveling outside of the EU? In that case, you won't be able to surf to avoid unexpectedly high costs. Do you really want to use mobile data outside the EU? That’s possible! With the Global Data Pass you can use mobile data in many countries outside the European Union. You can find all the details here.
Can I use an eSIM only in a mobile phone or can I install it in other devices such as a smartwatch?
An eSIM can logically only be used in a compatible phone. We can’t guarantee its functionality in other devices such as a tablet or router. Check this page to see if your phone supports an eSIM.
How can I activate mobile data (4G/5G) on my smartphone or tablet?
If you have a device that supports 4G and/or 5G and you are in a 4G/5G zone, the only question remaining is how to activate this. The settings can vary slightly, but the following steps apply to most devices:
- IOS: Settings > Mobile data > select "Enable 4G", "Enable 5G".
- Android: Settings > Connections > Mobile networks > Network mode > select 5G, 4G, LTE or an automatic network selection.
Feel free to take a look at our configuration wizard. Here you will find various manuals, including how to set up and activate your mobile data.
If, despite configuring the correct settings and being in the right location, you are unable to activate mobile data, please contact our customer care team.
Then 5G is automatically turned off. You can easily turn this option back off.
- Android: Settings > Battery > Power save mode
- iOS: Settings > Battery > Power save mode
Where do I find the PIN and PUK code of my SIM card?
You can find your PIN and PUK code in your My Viking account. The default PIN code of your SIM card is 1111.
Why a PUK code?
If you have entered the PIN code incorrectly three times, your device will require your PUK code. You can now use the puk1 code. After entering this PUK code you choose a new PIN code.
Changing my PIN code
Do you want to change the PIN code? You can change it via the settings on your phone. If this function is not available, you can instead form and call the following code:
*04* [old PIN] * [new PIN] * [new PIN] #
or
**04* [old PIN] * [new PIN] * [new PIN] #
Depending on your device, only one * is required before the code. Would you like additional information about your PIN code? Then you can always consult this article.
My direct debit is already in use. How do I create a payment method?
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! 🙂
How do I install my own hardware for internet at home?
From 01/11/2024 you can choose which hardware you use for internet at home: that of Mobile Vikings or your own equipment. Below, we give you some tips on installing your own hardware:
- Before you start: make sure to inform yourself about all the aspects involved in using your own hardware. Be sure to check out our useful articles on the FAQ page.
- Read the manufacturer's manual carefully and follow the instructions; installation varies from device to device.
- Keep the Mobile Vikings hardware in storage: if any issues occur on your line, we will ask you to reconnect our equipment. Unfortunately, it’s impossible for the wise Vikings of the help desk to know all existing hardware on the market and support you in case of malfunctions.
- The hardware you choose must meet certain technical requirements, you will find them here.
How do I reset my modem?
- B-box3:
Do you have a B-box3? If so, click on the ‘B-box3’ tab to see how to reset your modem.
- Internet Box:
Do you have an Internet Box? If so, click on the 'Internet Box' tab above to see how to reset your modem.
-
There is a reset button on the back of your modem (between the blue DSL port and the black USB port). To press it, you will need a pointed object such as a pen. Turn the modem on and hold down this reset button for about 20 seconds.
- The LED indicators on the front of the modem will go out and then light up again. This means that your modem has been reset and your Internet connection is active again.
- Are you still having problems? Then follow our setup guide or watch this instruction video.
Note: after performing the reset, you may need to reconnect all connected devices using the default login credentials.
- There is a reset button on the back of the Internet Box (near the Power button). To be able to press it, you will need a pointed object, like a pen. Switch the Internet Box on and keep this reset button pressed for about 20 seconds.
- The LED indicators on the front of the Internet Box will turn off and then light up again. This means your Internet Box has been reset.
- You can use your Internet connection as soon as the LEDs Wi-Fi and Internet (or Broadband) are blue
- Are you still having problems? Then follow our setup guide.
Note: after performing the reset, you may need to reconnect all connected devices using the default login credentials.
What technical requirements does my Internet at home hardware need to meet?
You can choose which hardware you use for internet at home: that of Mobile Vikings or your own equipment. If you want to install your own equipment, it must meet certain technical requirements. Please note, it is important to keep the Mobile Vikings hardware in storage, that way we can help you should there ever be an outage on your line.
Download the technical requirements for your hardware here:
- Specifications for the ONT box
- Specifications for the router
- Specifications for the VDSL modem
- Specifications for the VDSL NTP
Why is my own hardware for internet at home not working?
From 01/11/2024 you can choose which hardware you use for internet at home: that of Mobile Vikings or your own equipment. If you use your own hardware, we can’t guarantee that everything will always work properly and safely.
When you encounter problems with your hardware, we recommend you to reconnect Mobile Vikings’ devices. Unfortunately, it’s impossible for the wise Vikings of the help desk to know all existing hardware on the market and support you in case of malfunctions.
Is everything working again? Then it's not the line, but your hardware. In this case, contact the manufacturer or use Mobile Vikings’ hardware.
Is it still not working? Contact our help desk, they will be happy to help you.
I want to use my own hardware, what do I do with Mobile Vikings' devices?
From 01/11/2024 you can choose which hardware you use for internet at home: that of Mobile Vikings or your own equipment. It's important to keep your Mobile Vikings hardware in storage: if any issues ever occur on your line, we will ask you to reconnect our hardware. This way, we can check if everything is working properly and assist you further if needed. Unfortunately, it’s impossible for the wise Vikings of the help desk to know all existing hardware on the market and support you in case of malfunctions.
Are you a new Viking? You will automatically receive our hardware during installation. The technician always installs our equipment, after which you can install your own hardware.
Be sure to check out this article about installing your own hardware.