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It's currently not possible to merge accounts. You can transfer the authorization of a SIM card to a different account, however. To do this, go to My Viking and select 'authorizations' in the settings of your SIM card. Then follow the steps on the screen!

Premium usage is the usage of third-party services. A few examples: purchasing public transport tickets with SMS, SMS parking, ringtones, 0900 numbers, etc.

These rates are established by those third-party suppliers. Mobile Vikings only collects these amounts (including VAT) and transfers them to the supplier of such a specific service. Therefore, this usage will be mentioned separately on your invoice applying 0% VAT.

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

1. Visit our Help & Support page.
2. Fill out our form to contact us via e-mail. 
3. We are reachable by phone on workdays from 9:30 until 16:00, via 0456 19 19 76.

Mobile Vikings is situated in Hasselt. Our info:

Mobile Vikings
Kempische Steenweg 309/1
3500 Hasselt

Phone: +32 456 19 19 76
e-mail: info@mobilevikings.be

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.

IMPORTANT TIPS:

• Make sure your phone is connected to Wi-Fi before scanning the QR code.
• If you transfer 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.
• Similarly, if you replace a Mobile Vikings physical SIM card with a Mobile Vikings eSIM, you must remove that physical SIM card from the phone before scanning the QR code.
• For security reasons, you can only scan a QR code once. If it doesn't work a second time, please contact our helpdesk.
• Good to know: if you transfer an existing number from another operator to a Mobile Vikings eSIM, the transfer of your number to Mobile Vikings starts as soon as you enter the activation code in your My Viking account (it takes up to 1 business day max). As soon as the transfer is complete, you will receive the e-mail with the QR code. So keep that in mind (e.g. on Fridays or weekends).

First, delete the unnecessary eSIM profile from your device. Then, request a replacement eSIM from your My Viking account and follow the instructions in your email.

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.

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.

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.

You can do that in your phone's security settings.

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.

If you pay your invoice or payment invitation online (using Bancontact, Visa, MasterCard, ...) the payment is processed within 10 minutes. When paying with bank transfer, it takes longer: up to five working days. 

If you have a subscription, you can do this via the SIM card settings of the number for which you want an eSIM. You will then immediately receive an email with the necessary instructions to activate it.

An eSIM can logically only be used in a compatible phone. Check this page to see if your phone supports an eSIM. The Mobile Vikings eSIMs cannot be used in a smartwatch (e.g. Apple Watch).

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. 

Send an email to info@mobilevikings.com stating your phone number. Our helpdesk will help you out and activate your voicemail as soon as possible.

Why would my voicemail be blocked?
This could happen if you forget your PIN. If you enter the wrong PIN three times, your voicemail will be blocked.

Well, the Mobile Vikings subscriptions for internet at home have an unlimited usage (download and upload), so use it to the maximum. 😉 All kidding aside, we are working on making this available through your My Viking account in the future.

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. 

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 Easy Switch now, and contact your current operator to cancel your services there.

If you choose Easy Switch to Mobile Vikings, we will make sure that a number/all of your services with your current operator are either transferred or terminated. This is because you have a number of choices:

• You transfer your fixed internet and all your current mobile numbers to Mobile Vikings. Please note that we cannot transfer a landline and/or a subscription to digital TV to Mobile Vikings. These will then automatically be terminated, or put under a new contract with your current operator. Get in touch with your current operator for more details about this.
• You only transfer your fixed internet to Mobile Vikings. Any mobile numbers with your current operator will be terminated. Please note: these are often combined in a pack and, if so, you will have to conclude a new contract with your current operator if you want to keep these mobile numbers. Get in touch with your current operator for more details about this.
• You transfer your fixed Internet and part of your current mobile numbers to Mobile Vikings. You choose which mobile numbers will be transferred to Mobile Vikings (and to which rate plan for each individually), and which mobile numbers will be terminated by your current operator.

Let's get to it then. There's a few easy steps to follow:

1. First, you decide which services you want to transfer to Mobile Vikings (see the options above - a combination of mobile numbers and/or a fixed internet connection). We strongly advise you to contact your current operator about your options for any other services (e.g. a landline, a TV subscription, or to know what happens to mobile numbers that would suddenly fall out of a pack at your current operator).
2. You log in to your current operator's customer zone, or dig up an invoice from your current operator - as you will need the following information: your Easy Switch ID and your customer number at your current operator.
3. During your order for Mobile Vikings internet at home on the website, indicate that you want to switch via the Easy Switch option.
4. For the timing of the installation of your Mobile Vikings internet at home, you have the 2 options below. You choose the moment at which your services at your current operator are terminated.

• As soon as possible after the activation of your new Mobile Vikings services
• X number of days after the activation of your new Mobile Vikings services

Your bundles are renewed the same day each month. If you started your subscription February 6th, your bundle is renewed March 6th, April 6th, etcetera. 

Used up your bundle, and don't want to wait for your bundle renewal? Renew your bundle sooner yourself on the website, or in the My Viking app. Your new bundles are immediately added to your SIM card. They'll also be visible on your next invoice or payment invitation, as well as your previous bundles.

If you change your price plan, the day your bundle is renewed also changes. If you change your price plan February 26th, for example, your bundle is renewed March 26th, April 26th, etcetera. 

You can decide after how many seconds your voicemail is activated. Your options are 5, 10, 15, 20, 25 and 30 seconds. A few examples:

• To activate your voicemail after 30 seconds of ringing, enter (*)*61*+32456191933**30# and press 'call';
• To activate your voicemail after 25 seconds of ringing, enter (*)*61*+32456191933**25# and press 'call'; etc.
  
  ( * ) means that you have to enter two asterisks for some devices.
• Is this not clear enough? 

You can also fully manage your voicemail from the My Viking app. More specifically:

• Switch your voicemail on and off

• Set how long it takes for your voicemail to become active

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.

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

TIP: 

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

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

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

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

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.

In that case, please contact our helpdesk. On this page you will find all your options.

Are you suddenly experiencing problems with your network or mobile data? Chances are that something went wrong with the optimization of your SIM card. We are working hard to make all SIM cards compatible with upcoming technologies such as VoLTE and VoWiFi. Don't worry, we're happy to provide some steps that may already solve your problem. 

To solve your problem permanently, you need to request a new SIM card. The easiest option is to request an eSIM: 100% digital and with instant activation. You get an e-mail immediately after you place your order to activate your eSIM. It is super simple: you scan the QR code and you're off! Within minutes you'll be able to surf, call, and text.

Do you only experience problems with your mobile data? 

• For Android: First, reset your settings. You can do this in your settings under "Connections”. If your mobile data is still not working, you can follow a specific roadmap based on your device here. After that, save the settings and reboot your cell phone.
• For iOS: Reset your settings first. You can find this in your mobile data network settings at the bottom. If this doesn't work, you can do the following: Go to 'Settings' → 'Mobile network' → 'Mobile data network'. Enter these details here:
  • APN: web.be
  • User name: web
  • Password: web

Do you also see the entry fields for LTE configuration there? If so, enter the same data as above. Restart your device after this and it should work.

Still no success? Make sure to contact us, we would be happy to help you because we understand that it is urgent! 

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. 

As long as you have an active Mobile Vikings SIM card or an authorization on a SIM card, the Viking Points in your Viking Wallet will remain valid.

The Viking Points in your Viking Wallet will expire 31 days after the final SIM card in your Mobile Vikings account has been deactivated, and provided you don’t have an authorization on other SIM cards anymore.

If you have a subscription, within 28 days after your deactivation you’ll receive a final invoice/payment invitation for your usage. Possible confirmed and reserved Viking Points in your Viking Wallet will then be used to (partially) pay for said invoice/payment invitation.

In case you have a prepaid SIM card, after deactivation of your last SIM card, you’ll have 31 days to share your Viking Points via My Viking with another Mobile Viking. After those 31 days, all confirmed, pending and reserved Viking Points in your Viking Wallet will expire.

As long as you have an active Mobile Vikings SIM card or an authorization on a SIM card, the Viking Points in your Viking Wallet will remain valid.

TL;DR
Reserved Viking Points are Viking Points that are (temporarily) unavailable because they are being used for a transaction: a top-up, or the payment of your invoice or payment invitation.

More info
When you use Viking Points for a payment, those Viking Points are reserved until the transaction is completed, usually after a few minutes. Did your top-up fail, or did you cancel it? In that case, it will take a little while for the Viking Points to be available again, and they can be reserved for up to 24 hours. But don't worry: you definitely won't lose those Points!

Do you have a subscription, and do you see reserved Viking Points? That means your Viking Points are being used as an automatic discount on your next invoice or payment invitation.  

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.

Below, you'll find a list of countries where you can Roam like at Home. This means that when you're in one of these countries, your bundles and rates apply as if you were still in Belgium. To check the rates, including outside of the EU, please visit the roaming page on our website.

Do you have a 70 GB subscription? You'll call and text without any extra costs in any of these countries. As for your mobile data: up to 27 GB, there are no additional costs. If you use more, every MB used will be charged at € 0,002/MB.

You can't use your 70 GB bundle outside of the EU. Outside of the EU mobile data is blocked 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.