CLAN VIKING

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.

No, you can't. The number you transfer to us, or the number you get when you order a new SIM card, cannot be changed. Do you still want a different number? Then order a new prepaid card or SIM card with subscription. Do you wish to order an eSIM? You can, but be sure to check if your device supports eSIM on our website. Once it is active, you can terminate your old SIM card.

Please note: you cannot transfer credit and/or bundles to that new SIM card.

In that case, you can block your current SIM card and request a replacement SIM card. To do so, go to your SIM settings. You can also block your device there. We also recommend that you always file a police report.

For regular SIM cards

If you request a new SIM card, it will be sent to you by regular mail free of charge. We send out our SIM cards with bpost, so delivery takes 3-5 business days. You will, of course, keep your phone number and your remaining calling credit. To block your device we need some extra information:

• what was the type of device;
• where did you lose your device (city);
• what was the time when you lost it (day and time);
• what is the device's IMEI number? The IMEI number is stated on the packaging or purchase invoice of your device.

For eSIMs
If your smartphone is lost or stolen, you can have your eSIM blocked and request a replacement eSIM. You can also do this via your SIM settings. You will then immediately receive an e-mail with the necessary instructions to activate it.

You can very easily activate your eSIM. Make sure your phone is connected to wifi. Are you transferring an existing number with another operator to a Mobile Vikings eSIM? Then remove the previous operator's physical SIM card from your phone before scanning the QR code.

To activate your eSIM, follow these steps:

• Immediately after placing your order, you will receive an email containing an activation code for your eSIM. Click on the red button in the email to access your My Viking account and enter the code there.
• Once activated, you will receive a second email containing a QR code. It is important to scan this QR code only through your phone's settings, not directly through the camera app.

Still uncertain? No problem! Use the configuration wizard to activate your eSIM profile: simply select the brand and model of your device and you're good to go!

You easily use all apps on your TV without having to use your smartphone or laptop ever again. Moreover, you only need to install these apps once. 

You own a smart TV: via your TV's menu you search for the VRT MAX, VTM GO and GoPLAY apps and install these. You log in once and you watch all your favourite programs for free anytime you want.

You don't own a smart TV: not an issue at all, a casting device will turn any TV into a smart TV in seconds. We recommend a device that supports Google TV or Android TV. This would allow installation of the apps directly on the device, plus the menu is extremely userfriendly. And last but not least, you'll have a remote. 😉

Recommendation then? That would be the Google Chromecast with Google TV. So, a small, one-time investment as compared to all the money you'll be saving by getting rid of your TV subscription and TV decoder.

You can do this by using an automatic payment method or you can pay manually via My Viking (website and app) by selecting one of the following payment methods:

• Bancontact
• Payconic by Bancontact App
• Mastercard or Visa

Good to know:  if you have used one of the above payment methods, your payment will be processed immediately. This will unblock any blocked services almost immediately.

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.

You can pay your invoice or top up manually through your My Viking account by selecting one of the following payment methods:

• Bancontact
• Payconic by Bancontact App
• Mastercard or Visa

Has your payment been rejected, or have you received an error message? This can have several causes:

• your payment was declined by the bank
• insufficient funds in your account
• incorrect bank card details
• authentication failed
• your bank card is no longer active or has been deactivated
  ...

In case of problems, it is recommended to contact your bank.

Has your payment been made correctly and has the amount been debited from your account, but your invoice is still open? Please contact our helpdesk, they will be happy to check it for you.

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
• Payconic by Bancontact App
• 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.

You can identify yourself by doing your next payment with Bancontact, VISA or MasterCard. 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 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.

You can activate a second incoming call by calling *43#. Deactivate it by calling #43#. Do the codes not work? Try adding an additional * or # to the start of the code.

You disable 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 block calls and text messages? You can do so via 'manage services' in My Vikings. 

You return your modem and/or booster via bpost using the shipping label you'll find in your My Viking account. Using bpost's website or app, you can easily find out where to deliver your parcel. After cancelling your internet at home subscription, you have two weeks to do so. As soon as we've received everything, we'll let you know by email.

If your current modem is replaced with a new one, you will also need to return your modem and your Wi-Fi boosters (if applicable) via bpost. We will send you an email containing a shipping label, which you will only be able to download through that email.

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!

Mobile Vikings does not offer a subscription to digital TV. Most of the content available via digital TV today can be easily watched online. Think VRT MAX, VTM GO, GoPlay, or the websites of most of the TV channels. For Eleven, streamz or Disney+ for example, you don't need digital TV anymore either. 😉 That's exactly why Mobile Vikings internet at home offers unlimited volumes: you surf, stream and game as you like.

No, you don't! If fiber is available at your address, we will install your internet via fiber regardless. This way your installation will be future proof.
In a few years fiber will be available all over Belgium, gradually the copper lines will disappear. Don’t worry, if you don’t want to use Superfast internet, we can make some changes behind the scenes, this way we don’t need to perform a new installation. So you can freely choose which tariff plan you want. 🙂

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.

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.

Mobile Vikings does not offer an e-mail address or web space in an internet at home subscription.

To install your modem yourself, you indicate during your order that you want a self-installation. We will then send your modem to your address as quickly as possible, which means you can expect a package within 3 business days if everything goes perfectly. Via the Track & Trace service of bpost, you can follow the status of your package at all times.

Once you have received the modem, you choose when to install it. The instructions on the packaging of the modem will tell you what you need to do to complete the installation. Need more help? You can always count on our installation guide.

That's it! After these short steps, your modem will be ready to provide you with a high-speed Mobile Vikings Internet connection.

1. First of all, reboot your device.
2. Check your remaining calling credit or bundles.
3. If you do not have a network connection, try connecting manually via the settings of your device. You can read here how to do this.
4. Are you abroad? Then try selecting another provider and reboot your device. Also use the correct number format if you are abroad, for example +32 when calling a Belgian number.
5. Are you able to make outgoing calls, but unable to receive any incoming calls? Find out what to do when you're unreachable. 

Went through all the steps above and still can't call? Contact the helpdesk using the free number 1976 or contact us via the web form.

Tip! Trouble calling inside or outside your home is a thing of the past thanks to VoLTE & VoWifi. Thanks to these technologies, you can use your mobile data connection or Wifi signal to make calls. You can find more info here.

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.

How much data will I receive?
The advantage depends on the size of the Viking Clan:

• Viking Clan of 2: each member gets a free extra data bundle of 2 GB each month.
• Viking Clan of 3: each member gets a free extra data bundle of 3 GB each month.
• Viking Clan of 4: each member gets a free extra data bundle of 4 GB each month.

You start a new Viking Clan
The advantage of 2 GB extra free data will be activated immediately for both members. In this article we tell you how to start your own Clan.

You become a member of an existing Viking Clan
Your advantage (3/ 4 GB) will immediately be activated for you. For the other members, the new Clan bundle (3/ 4 GB) will only be activated once their current data bundle (2/ 3 GB) expires. We give you a concrete example:

• Viking 1 and Viking 2 start a Clan together on 12/01. The Viking Clan advantage of 2 GB renews every 12th of the month.
• Viking 3 joins the Clan on 23/03. The advantage of 3 GB starts immediately (23/03) for the new member and renews monthly on the 23rd. The other two members have to wait until 12/04 to enjoy the 3 GB data bundle.

Do you still have any questions about Viking Clan? Then be sure to take a look at our other FAQ articles.

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.

Fiberklaar (for Flanders)/ Unifiber (for Wallonia) will roll out the Fiber network in your area and will of course keep you informed of these works. As soon as the works have been finished and your address is connected to the Fiber network, we will contact you to activate your chosen Mobile Viking subscription. And that's it.

You can easily do so in your My Viking account: select your mobile number, then open the tab ‘Product settings’. Click on the pencil next to ‘Viking Clan’. On the bottom of the page, you will find the option ‘Change your Clan’s name’.

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 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 all members can already be customers of Mobile Vikings at the time of founding/joining, including the founder of the Clan. New customers can join a Clan once their Mobile Vikings telephone number is active.

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

5. Data benefit

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

• 2 members: each member receives a free additional monthly data bundle of 2 GB
• 3 members: each member receives a free additional monthly data bundle of 3 GB
• 4 members: each member receives a free additional monthly data bundle of 4 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 3 GB on their monthly data bundle. When one Viking joins that Clan, the data bundle (4 GB) connected to this newly joined Viking starts immediately. The other three Vikings of the Clan are therefore entitled to a greater data benefit (4 GB instead of 3 GB). This change takes place on the expiry date of the additional 3 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 3 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 2 GB. This change takes place on the expiry date of the current 3 GB data bundle.

Vikings with an 85 GB 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 (2/3/4 GB extra) after the usage volume that gives rise to surfing at reduced speed. Under normal circumstances, this is after usage of 85 GB.

Under certain circumstances, Mobile Vikings may decide to give a Viking a free trial period of one month. During this trial period, the Viking will receive an extra data bundle. In this case, the eligible Viking will receive a notification via email. They have up to a month to activate their additional data bundle following this notification. The bundle itself is valid for one month. Receiving such a free 1 GB bundle does not entitle the Viking to free data in the future. If the Viking wishes to continue to enjoy the benefits of a Clan, he/she can form a Clan of his/her own with another Viking during or after the trial period.

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 €10 or higher. Vikings with a prepaid card cannot join a Clan.
• The Viking has an active telephone number. At the time of joining, this phone number 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
• The Viking is not yet part of any other Clan using this specific telephone number.
• The Viking is not excluded from the Viking Clan benefit provided by Mobile Vikings as defined 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 through the settings of his or her telephone number;
• The Viking switches the number in question to a prepaid card;
• 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. One month of free data via a Viking Clan with Mobile Vikings

Under certain circumstances, Mobile Vikings may decide to give a Viking a free trial period of one month. During this trial period, the Viking will receive an extra data bundle. In this case, the eligible Viking will receive a notification via email. They have up to a month to activate their additional data bundle following this notification. The bundle itself is valid for one month. If the Viking wishes to continue to enjoy the benefits of a Clan, he/she can form a Clan of his/her own with another Viking during or after the trial period. 

9. 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 25/04/2024

If you have a 85 GB subscription and become a member of a Viking Clan, you will also receive an extra data bundle to surf at full speed for a longer time. 

Without a Viking Clan, you surf at lower speed after using your 85 GB, with a Viking Clan this will happen later. Concretely, what this means for you:

• Viking Clan of 2: you surf at a lower speed after a usage of 87 GB instead of the normal 85 GB.
• Viking Clan of 3: you surf at a lower speed after a usage of 88 GB instead of the normal 85 GB.
• Viking Clan of 4: you surf at a lower speed after a usage of 89 GB instead of the normal 85 GB.

Order your 85 GB subscription here.