Votre carte SIM, entièrement numérique

When you're traveling, either by boat in international waters or in an airplane, you can assume your device will no longer connect to a ground antenna. Instead, it will connect to a satellite, which will significantly increase cost. So note: it's fair to assume your device will connect to a satellite as soon as your feet leave the ground.

Want to have an idea about those costs? Then head over to the calculator on our roaming page and select "From Satellite connection" and the country you would be calling.

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 mobile, we recommend you use wi-fi as much as possible or use a local SIM card. You’ll usually find those at airports.

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.

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: web.be, web, and web
• Also see LTE settings? Fill in the same APN data: web.be, web, and web
• Then restart your device to save the settings. Your hotspot will now be available and you can share your mobile Internet with other devices.

No, they don't. The Viking advantage, that allows Mobile Vikings to call and text each other free of charge*, is only valid in Belgium.

* If you chose the Only Data price plan, you can't call or text, but other Vikings can still call and text you for free. 

With Mobile Vikings you can’t use mobile data outside the EU to avoid unexpectedly high costs. This will avoid you, as a Viking, to unexpectedly receive a huge invoice/payment invitation for your subscription, or to instantly use all of your calling credit unaware.

Why? Well, outside the EU you surf mobile at € 13/MB, which means you’ll instantly reach your maximum amount out of your subscription bundle (by default this is set at € 50 or less). To illustrate: you can barely use 5 MB with this. Simply opening your Facebook app, for example, is enough to get you there. And if this happens, you’ll not only be unpleasantly surprised upon receiving your next invoice/payment invitation, you won’t be able to surf, make/receive calls or send/receive texts either. You see, when you reach your maximum out-of-bundle amount, we're obliged to stop all your services. With a prepaid SIM card, you use your calling credit to surf mobile outside the EU, and that too will exhaust instantly.

Quite an unpleasant experience, which we’ll prevent once and for all from happening by taking this measure. 

Outside the EU you will be able to make/receive calls and send/receive texts. You’ll find the prices for this in detail on our roaming page.

In order to be able to surf using mobile internet, we recommend you use wi-fi as much as possible or use a local SIM card. You’ll usually find those at airports.

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.

How do you disable roaming? You uncheck the “data roaming” option on your device. This ensures that your device does not use up mobile data when you are in another country. Do you also want to temporarily block calls and text messages? If so, please contact our helpdesk.

Your usage in a non-EU country is not included in your monthly bundle, so you have to pay these charges separately. 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 can do this manually via My Viking, or using an automatic payment method. 

It's not possible to receive a paper credit transfer with your paper invoice. To configure your direct debit, choose your automatic payment when selecting your subscription. If you prefer paying by bank transfer, keep in mind that it can take a few working days for your payment to be processed in our systems. In case you want to dispute your invoice/payment invitation, please mail the following information to info@mobilevikings.be: the number of your invoice/payment invitation and which costs exactly you dispute. Our helpdesk will take it from there.

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.

It's very simple. Immediately after your order, you will receive an email with an activation code for your eSIM. Once you've activated your new eSIM, you'll get a QR code in the next e-mail. Scan the code with your phone and your eSIM will be installed.

Yes. Upon requesting a SIM card, you have the possibility to add your VAT number in your account. Moreover, since June 30 2020, in an existing Mobile Vikings account it's possible to:

• Add a VAT number 

• Delete a VAT number
• Update a VAT number

You can easily do so 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.

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.

Since the most recent iOS update, the voicemail button is no longer compatible with our voicemail. We are working on a solution!

Via My Viking, you can add authorizations for a specific SIM card. Log in to the account the SIM card is registered on, and enter the e-mail address of the account that wants to take over the SIM card. Both parties have to confirm, and that's that!

Please note: at the moment, it's not possible to create a new account without requesting a SIM card. This means it's also not possible to give authorizations for a SIM card to a person who doesn't already have a Mobile Vikings SIM card. We're working on fixing this ASAP! 

Try wifi, or go to Telenet webmail via your browser. Reboot your device or toggle flight mode on and off. The IP address used for your mobile data session could be blocked by Telenet. 

There is no catch. When you shop at one of our partners via Mobile Vikings, we get a reward. We don’t keep that reward, but forward it 100 % to our Vikings. 

When activating your direct debit fails, you can remove the refused payment method and create a new one via My Viking.

Did this cause your payment to fail? In that case, we'll send you an e-mail so you can pay for your invoice or payment invitation manually. If you have a prepaid SIM card, your (remaining) calling credit will be revoked. 

• Text "CONSULT" to 1984.
• Go to My Viking. You will be able to see how much calling credit, mobile data, texts and free calling minutes to other Mobile Vikings you have left.
• In the My Viking app: thanks to the My Viking app you have a continuous and real-time overview of your remaining calling credit, usage history, contacts and so much more. You can download it here:

• iOS: you need iOS 10 or higher.
  Android: you need Android 5.0.0 or higher.

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

1. Go to our Help & Support and use the search function.
2. Give us a call during workdays from 8h30 until 17h on 0456 19 19 76, or 1976 free of charge if you're a Viking.
3. Chat to us live on the website during office hours.
4. Ask us directly via Facebook (Messenger) or Twitter.
5. Send us a message via WhatsApp. Please note: you can't call this number.
6. Mail your question to info@mobilevikings.com or fill out our form.

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

Attention: Because of the Coronacrisis, our colleagues are working from home. You can't visit us in our offices at the moment!

 

How do you change your PIN code? You can do that in your phone's security settings.

If this function is not available, you can also use 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.

1. For a Viking Deal

After activating a Viking Deal you will receive a confirmation email within 24 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

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.

2. When you brought in a new Viking

So you've brought in a new Viking. Wonderful! There are now two ways to get your well-deserved 15 Viking Points. Namely:

• That new Viking has a prepaid card. In that case you will get your 15 Viking points after his/her second top-up for which no Viking Points are used.
• The new Viking has a subscription. Simple: after his/her second paid invoice, your 15 Viking Points will be avaiable in your My Viking account. These invoices have to be paid without Viking Points.

In both cases, we will of course send you an email to let you know that your Viking Points have arrived.

 

 

Has your phone been lost or stolen? You can request a new SIM card and block the old one via My Viking. You can also block your device. To do so, you need its IMEI-number which you can find on your invoice or its packaging. 

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.
• 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! 🙂

We do that once you’re actively using the Mobile Vikings network. You don’t need to contact your current provider yourself.

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.

1. General

These Special Conditions apply to the ‘Viking Clan’ benefit that Mobile Vikings offers under certain conditions. The General Terms and Conditions (including the Privacy Policy) of Mobile Vikings also apply, insofar as they do not deviate from the provisions in these Special Conditions. The General Terms and Conditions (including the Privacy Policy) of Mobile Vikings and these Special Conditions can always be viewed on the Mobile Vikings website.

2. What is a Clan

Vikings can group together in a ‘Viking Clan’ (hereinafter referred to as a: ‘Clan’). When a Clan has been formed, each Viking from that Clan receives additional mobile data on top of his or her existing rate plan (under certain conditions) via a data bundle. The additional data bundle linked to a Clan is only valid within Belgium. The size of the data bundle depends on the number of members in the Clan (see Article 5). As long as you are legally part of the Clan or the Clan legally exists, the additional data bundle will be renewed monthly. Vikings who form a Clan can name this Clan. Vikings are free to choose a name as long as it is not abusive, vulgar, or racist. Mobile Vikings cannot be held liable in any way should the Clan’s choice of words be abusive, vulgar, or racist. 

3. Time frame

Invitations for a Viking Clan can be sent and accepted indefinitely. Mobile Vikings can change this deadline at its own discretion.

4. Creation and composition of a Clan

You can only create a Clan if you are already a customer of Mobile Vikings and you meet the membership conditions described in Article 6. You can then invite others to become a member of your Clan via ‘Member Gets Member’; these invitees can be either existing Vikings or new customers who meet the membership conditions described in Article 6. Anyone who is already a Viking gets a personal invitation link with which he or she can invite others. When someone accepts the invitation and fulfills the entry requirements described in Article 6, he or she will be able to join the Clan.

A Clan consists of a minimum of two and a maximum of four members, of which a maximum of two members are already customers of Mobile Vikings at the time of founding/joining, including the founder of the Clan. The other members of the Clan – who must become Mobile Vikings customers if they accept the invitation – join the Clan when they activate their Mobile Vikings SIM card. 

A Mobile Vikings phone number can only be linked to a single Clan. A Viking can therefore be part of several Clans, but only using a different phone number. 

5. Data benefit

The additional data bundle linked to a Clan is only valid within Belgium.

The more members in a Clan, the greater the data benefit:

• Two members: each member receives a free additional monthly data bundle of 1 GB
• Three members: each member receives a free additional monthly data bundle of 2 GB
• Four members: each member receives a free additional monthly data bundle of 3 GB

When someone joins an existing Clan and the Clan subsequently grows larger, his or her data benefit is activated immediately. The other members of the Clan will see that their data benefit has also been adjusted when their current additional monthly data bundle expires.

Example: In a Clan of three, each member receives an additional 2 GB on their monthly data bundle. When one Viking joins that Clan, the data bundle (3 GB) connected to this newly joined Viking starts immediately. The other three Vikings of the Clan are therefore entitled to a greater data benefit (3 GB instead of 2 GB). This change takes place on the expiry date of the additional 2 GB data bundle that is already running.

When someone leaves the Clan, the data benefit of the member leaving the Clan expires with immediate effect. The other members of the Clan will see their data benefit adjusted when their current additional data bundle expires, on condition of the Clan’s validity with respect to the number of remaining members of the Clan.

Example: In a Clan of three, each member receives an additional 2 GB on their monthly data bundle. When one Viking leaves the Clan, the additional data bundle connected to this Viking will expire immediately. The other two Vikings will now form a Clan of two. This reduces their data benefit to an additional monthly bundle of 1 GB. This change takes place on the expiry date of the current 2 GB data bundle.

Vikings with an Unlimited subscription will also receive an extra data bundle as a member of a Viking Clan. They will receive the same amount of benefit depending on the size of the Viking Clan (1/2/3 GB extra) after the usage volume that gives rise to surfing at reduced speed. Under normal circumstances, this is after a usage of 20 GB.

Example: an Unlimited customer is a member of a Viking Clan with 3 members. He/she receives the same benefit, in this case an additional 2 GB, and will therefore only continue surfing after a reduced speed usage of 22 GB until the renewal of his/her subscription month.

The data benefit of a Viking Clan cannot be combined with the 15 Viking Points benefit that the Viking receives when convincing a new Viking to become a Mobile Vikings customer. If you invite a new Viking to join your Clan, you will not receive 15 Viking Points when the new SIM card is activated by that Viking.

6. Conditions of entry

The following terms and conditions of membership apply cumulatively to both the Viking who establishes the Clan and any member who subsequently joins the Clan:

• The Viking has a subscription with a monthly amount of €15 or higher. Vikings with a prepaid card, or Vikings with a subscription of €10 or €12 per month, cannot join a Clan.
• The Viking has an active SIM card. At the time of joining, this SIM card must not be subject to any of the following processes: 
  • Termination of the number or a (request for) number transfer to another operator
  • Planned switch to a prepaid card
  • Planned switch to a €10 or €12 subscription
• The Viking is not yet part of any other Clan using this specific phone number.
• The Viking is not excluded from the Viking Clan benefit provided by Mobile Vikings in Article 7.

Mobile Vikings has the right, without entitlement to compensation for the Viking, to refuse the application to start up or join a Clan in the following cases:

• Failure to meet the entry conditions of this Article 6;
• When using the services offered by Mobile Vikings in violation of these Special Terms and Conditions, the General Terms and Conditions, with legal or regulatory provisions, with public order or morality, or in a way that damages the proper functioning or integrity of the service; 
• In case of evidence (or suspicion) of fraud or abuse by the Viking in relation to the services offered by Mobile Vikings or if the Viking makes any attempt to do so. 

If Mobile Vikings decides not to allow someone to join an existing Clan, the other Vikings of the Clan are not entitled to any compensation, for example as a result of not obtaining the (larger) benefit associated with joining the Clan. 

A Viking can have several SIM cards and therefore several different telephone numbers and be part of a different Clan with each individual telephone number. These Special Terms & Conditions apply to each Clan individually, and therefore to the telephone number the Viking is using to be part of a specific Clan. A Viking can never be part of more than one Clan with the same telephone number. 

7. Exit or removal from the Clan

7.1 A Viking will no longer be part of a Clan if any of the following occurs:

• The Viking leaves the Clan via the settings of his or her SIM card;
• The Viking switches the number in question to a prepaid card or to a subscription of €10 or €12;
• The Viking permanently disconnects his or her number or transfers it to another operator.

In any of these cases, the Viking is not entitled to any compensation as a result of leaving the Clan in question (whether or not of his or her own accord). In any of the above cases, the Viking and the phone number in question will be banned from the Viking Clan programme for one month. This means the Viking cannot start a new Clan, nor can the Viking join an existing Clan via an invitation from another Viking. 

7.2 Mobile Vikings has the right to unilaterally revoke membership of the Clan without any right to compensation for the Viking in the following cases:

• When using the Viking Clan in violation of these Special Terms and Conditions, the General Terms and Conditions, with legal or regulatory provisions, with public order or morality, or in a way that damages the proper functioning or integrity of the Mobile Vikings service;
• In the event of proof (or suspicion) of fraud or abuse by the Viking with regard to the Viking Clan or more generally the service provision of Mobile Vikings, or make an attempt to do so;
• When the Viking no longer meets the entry conditions described in Article 6.

If Mobile Vikings decides to withdraw membership of a Viking for the above reasons, Mobile Vikings has the right to permanently exclude that Viking from the Clan programme, and thus from other Clans of which the Viking would be a part, without prejudice to the right of Mobile Vikings to claim damages and to terminate the Contract (i.e. the Agreement relating to the mobile services described in the Terms and Conditions) with the Viking. In addition, as a result of the termination of the Contract, any other benefit, including any Viking Points, will lapse. The Viking cannot assert any claim against Mobile Vikings if membership to a Clan is revoked for any of the reasons stated above.  

If Mobile Vikings decides to withdraw membership of a Viking, the other Vikings of the Clan are not entitled to any compensation as a result of losing any benefit associated with the Clan, i.e. less data due to the Clan shrinking, or the termination of the Clan if it becomes smaller than two. 

8. Miscellaneous provisions

Mobile Vikings reserves the right to discontinue the Viking Clan programme (in whole or in part) without having to provide any justification. In the event of termination, Mobile Vikings will notify the Viking by all appropriate means (e.g. SMS, email). Mobile Vikings reserves the right to amend the terms and conditions, as well as the processes relating to Viking Clan programme, without obligation to provide justification. If relevant to the Viking, these changes will be communicated to him or her by any appropriate means (e.g. text message, email). 

 

Version 27/10/2020

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 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.

You shop online with our Viking Deal partners, earning back up to 15 % of your purchase in Viking Points. 1 Viking Point = € 1 = savings on your next invoice/payment invitation or top-up.

How does it work?
How many Viking Points do I get?
When do I get my Viking Points?
What if something went wrong? 

How does it work?

There are 2 ways to use a Viking Deal:

• Via the Viking Deal page on the Mobile Vikings website or in the Viking App.
  
  This page shows an up-to-date overview of all current partnerships. To activate a Viking Deal, you visit our partner via the red button.
  
  Important to know:
  • You have to be logged in to your Mobile Vikings account.
  • The Viking Deal won't be activated if you surf incognito or have an active adblocker. 
  • Make sure the 'do not track signal' option of your browser is switched off. 
  • There's no limit to the amount of Viking Points you can earn with the Viking Deals, as long as you have an active Mobile Vikings SIM card.
  • Compare prices? Do it before you shop! If you were to open a new tab or a different browser while you are shopping, our cookie will be overwritten with that of the new website. The partner will no longer know you're a Viking, and you won't get Viking Points. 🙁

• Via the Viking Deals plug-in.
  
  Never want to miss a Viking Deal? Our plug-in notifies you when you're browsing one of our partners' webshops, so you'll never miss another Viking Deal again. You simply click the notification to enable the Viking Deal, and you'll earn Viking Points on your purchase.
  
  The plug-in is an extension of your browser, the program you use to surf the internet. You can download it for free it for Chrome,Firefox and Safari. 

How many Viking Points do I get?

The amount of Viking Points you'll earn depends on the Viking Deal, and is always mentioned on the specific partner's page. If it's a percentage of your purchase amount, this is always calculated based on your purchase total excluding VAT, service costs, and shipping costs. You will not get any Viking Points if you buy a voucher or a gift card.

When do I get my Viking Points?

You'll get a confirmation of your purchase or booking within 24 hours. At this point, you'll see the points on hold in your Viking Points overview. They'll stay on hold until the purchase or booking has been handled. 

• For a purchase, you'll receive your Viking Points after the exchange period has passed, usually about a month.
• For a booking, you'll receive your Viking Points about 8 to 12 weeks after your actual stay. 

What if something went wrong?

Have you been waiting very long, or were your Viking Points not put on hold? Submit your purchase/reservation through our claim form.