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Where can I find an overview of my conversations?
You can find an overview of your calls very easily via My Viking.
On the website you do that as follows: you click on 'Products', then on the phone number for which you want to check the usage and finally you click on the tab 'Usage'. Under 'Calls' you will find an overview of all your calls.
It works pretty much the same if you’re using the app: you click on 'SIM card' at the bottom and then you click on the tab 'Usage'. Under 'Calls' you will find your calls.
How do I know when my calling credit is going to expire or (almost) used up?
Your calling credit expires after 6 months. You will receive a notification by e-mail about one month before your credit expires.
When you're almost out of calling credit (= when you've used 80%), we'll also let you know, by email and SMS.
SIM card identification: How do I identify myself for my SIM card?
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.
Can I pause my subscription?
No, it is not possible to temporarily pause your subscription. If for some reason you are temporarily unable to use your subscription, we recommend switching to a prepaid card. The only condition is that you top up your prepaid card once a year and identify your SIM card by making a payment. More information can be found here.
You can switch from a subscription to a prepaid card in the settings of your SIM card in your My Viking app, or via the website. Youhave the option to switch immediately or at the end of your current bundle. If you switch immediately, your data bundles will remain valid until their normal expiry date. Any other bundles expire immediately.
How do I change my price plan?
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”.
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.
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.
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.
I can see “LTE” on my phone, not “4G”. What does that mean?
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.
I am installing my modem myself. What can I do in preparation?
There's no need for a lengthy preparation for the self-install. What you can do in advance is find a connection point and a power outlet near that connection point. What's more, you can keep your My Viking app handy, as you'll need it during installation. But for now: sit back and relax!
How can I add extra data to my top-up?
Easy. With each top-up, you have the option to purchase an extra data bundle. You can get as many bundles as you like with each top-up. The extra data bundle you purchase with a top-up via the My Viking app is valid for 1 month after purchase. In other words, the same as your top-up bundles.
Important: You can only add extra data to a regular prepaid card. It's not available for Only Data SIM cards, or subscriptions.
How do I activate / install my eSIM?
It's very simple: immediately after your order, you will receive an e-mail with an activation code to activate your eSIM. Using the red button in that e-mail, go to your My Viking account and enter the code there.
Once that's done, you'll get a second email with a QR code that you scan with your phone's camera or that you scan via the settings of your phone, and your eSIM will be activated. Do you have an iPhone? Scan your QR code via the settings of your device. This can be done via the following steps: Settings > mobile network > add Esim > Scan QR code.
Make sure your phone is connected to Wi-Fi before scanning the QR code.
If you're transferring an existing number with another operator to an eSIM from Mobile Vikings, before scanning the QR code, you must remove the physical SIM card from the previous operator from the phone.
Is roaming still free of charge in the UK after the Brexit?
Yes, Roam Like at Home still applies within the United Kingdom. This means that you can use your SIM card in the UK as if you were still in Belgium, with no extra costs.
The only exception? The Viking advantage. That's only valid within Belgium. You can check all rates via our roaming page.
Can I get Wi-Fi extenders or Wi-Fi boosters through Mobile Vikings?
Wi-Fi boosters are available for rent at €3/month. For this, you have to consult your installer for the installation. If the 3 checks in your home show that boosters are appropriate, you can ask him/her to install them. They will appear on your invoice/payment invitation every month.
Has your installation already been completed and would you like to order a booster? Please contact our helpdesk and we will do the necessary.
How do I request a SIM card with a new phone number?
How do I reset my modem?
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.
- 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.
I have a problem with my wifi signal. How can I fix it?
Issues with your internet connection can have all kinds of causes. Therefore, we would like to ask you to test a few things.
First of all, can you restart both your modem and the device(s) you are trying to surf with? To restart your modem, turn off the device, wait about 15 seconds, and turn it on again. It may take a while for your modem to be fully set up again - that's normal.
If that doesn't help, double-check that you're connected to the correct Wi-Fi network. The login details are on your (Bbox-3) modem or on the sticker you received during installation. If you have an Internetbox modem, you can find the login details via your My Viking account.
Pro-tip: if a cable is an option, it is definitely recommended. Cable is generally faster and more stable than Wi-Fi. Speaking of cables, checking that they are still in place is often a good idea.
Do you prefer an comprehensive step-by-step plan? Then be sure to check out our online guides.
Here you can find different step-by-step plans (how to solve an issue, how to do a reset, how to change the password, ...) for your B-BOX 3V+modem or your Internetbox modem.
If the above tips have not helped, please contact customer service.
Does Mobile Vikings already offer VoLTE and VoWiFi?
We unfortunately do not yet offer VoWifi and VoLTE. We are well aware that the patience of our Vikings has been sorely tried so far, so we are working hard to offer these technologies as soon as possible!
So be sure to keep an eye on our socials, because it is on our schedule.
Does Mobile Vikings offer an alternative to TV?
No. Mobile Vikings only sees the unnecessary monthly costs of TV subscription and TV decoders. Users should regain their freedom by watching TV via free apps like VRT MAX, VTM GO and GoPlay, possibly in combination with paid streaming services. Mobile Vikings therefore only offers unlimited internet at home at a competitive price to stream, game and surf without limits.
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 is the connection to the cable network made?
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.
How can I get in contact with Mobile Vikings?
Want to know how to get in contact with Mobile Vikings?
- Email: you can reach us by sending an email to email@example.com.
- Phone: we are reachable by phone on workdays from 9:30 until 16:00, via 1976 or 0456 19 19 76.
- Webform: fill out our form.
- Our FAQ: visit our Help & Support page.
Mobile Vikings is situated in Hasselt. Our info:
Kempische Steenweg 309/1
Phone: +32 456 19 19 76
What is tethering/personal hotspot and how can I configure this?
Tethering/personal hotspot allows you to share the mobile internet connection on your smartphone with one or more different devices. This is usually via WiFi: your device is visible as a possible WiFi-network to connect with. You can also set it up using a USB data cable or Bluetooth.
If your device has this function and you enter the required setting (this is different for each device - check the manual of your device), you will be able to tether.
Our settings guides show how to set up your personal hotspot for most devices.
Do you have an iPhone or iPad, and get a message telling you to contact Carrier to activate your hotspot? Follow the steps below:
- Go to 'Settings' and select 'Mobile Network'.
- Go to 'Mobile data network' and scroll down for the option 'personal hotspot'.
- Enter the correct APN data: APN: web.be - Username: web - Password: web
- Make sure the same settings are filled in for 'Mobile Data' and 'LTE set up'.
- Then restart your device to save the settings. Your hotspot will now be available and you can share your mobile Internet with other devices.
How do I order a SIM card?
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.
How do I know if I can download a public warning mobile app in a particular EU country?
Public warning mobile apps are mobile apps you can download on your smartphone in certain countries to receive public warnings. For example, about impending or existing serious emergencies and disasters in the country visited.
You can check the availability of local public warning mobile apps for each EU country by clicking https://legalinfo.mobilevikings.be/en/emergency.
How can I terminate my Mobile Vikings subscription or prepaid SIM card?
No longer satisfied?
We're sorry you're no longer satisfied with Mobile Vikings. But we undoubtedly have a tariff plan that's a perfect match for you, or a solution for whatever issues you're encountering. Would you like us to help you out? Give us a call, or e-mail us, and we'll sort it out together.
Would you rather terminate your subscription or prepaid SIM card?
If you want to keep your number, your new provider will take care of everything. You do not have to terminate anything with us. Do you want to terminate your number completely? You can do so via My Viking. If you have a prepaid SIM card, it suffices to stop topping up. Your number will then automatically expire.
Are you having problems canceling your subscription or prepaid card? Feel free to contact our helpdesk.
Where do I find the PIN and PUK code of my SIM card?
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.
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]#. Insert this code and press "Call".
(*) for some devices only one * is required before the code.
Would you like additional information about your PIN code? Then you can always consult this article.
I made a purchase through Viking Deals. When will I receive my Viking Points?
After activating a Viking Deal you will receive a confirmation email within 48 hours of your purchase or booking. Your Viking points are then on hold. After that, you have to wait for approval from the Viking Deal partner before your Viking points become available. We get this confirmation as soon as:
- Your payment has been approved
- The exchange period or your stay is over.
How long does this take?
For a purchase, it takes about a month. For a booking, up to about 8 to 10 weeks after your stay
Tip! On our Viking Deals page you will find an overview of all partners, including the average period after which your Viking Points will be available.
Have you been waiting for a long time?
In your confirmation email and in the My Viking app, you will see the expected date when your Viking Points should be available. Has that estimation passed, or were your Viking Points not put on hold? Then submit your purchase or reservation via our claim form. Depending on the partner in question, it will take 6-12 weeks to process your claim - this to take into account the exchange period.
What speed can I expect from my internet connection?
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 via fiber 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.
How do I know whether there is a Proximus line at my address?
You can easily test this on our website. If there is no Proximus line, you can also leave your e-mail address there. We will then keep you informed.
How can I cancel an appointment for installation?
You can cancel an appointment for installation via your My Viking account on the website.
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