Hoe
het werkt

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!

Wi-Fi boosters are available for rent: a Wi-Fi Booster (for B-box 3 and Internet Box) costs € 3 and a Wi-Fi Booster+ (for Internet Box+) € 7 per month, per device.

For the installation, please consult your installer. 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 fill in this form, we will do the necessary. 😉

With visual voicemail you get a convenient overview of your voicemail messages in a visual inbox on your phone. Similar to your email inbox, in other words.

Its main advantages:

• You decide which voicemail message you want to play first without calling 1933 and having to go through a long selection menu.
• You get a notification for each new message.
• For each voicemail message, you see the name of the sender, the date and time.
• From this visual inbox, you can easily delete a message, save it directly to your phone or even forward it.
• You can always turn visual voicemail off or on yourself via your phone's settings, or by calling 1933 (on iPhone).
• Your new messages also remain available via 1933. For new messages, you will no longer be notified via SMS, but via your phone app.

Visual voicemail messages use data: Wi-Fi or mobile data. For a 30-second message, this would be 28.35 Kb, or (brace yourself) 0.02835 MB. Which is very little data. If you don't have Wi-Fi or your mobile data bundle has run out:

• for mobile subscriptions: this will incur a minimal out-of-bundle charge of € 0.10/MB on your next payment invitation/invoice, unless you have set the out-of-bundle cost limit to € 0 for that particular phone number. In the latter case, you can also deactivate your visual voicemail and use classic voicemail.
• for prepaid cards: this amount will be deducted from your calling credit

When will visual voicemail be available?

From April 2024, we will start the automatic rollout of visual voicemail for the various Android phones. From autumn also for iOS devices, for which we depend on Apple. If you prefer to use classic voicemail, you can of course switch visual voicemail off.

It's quite a challenge to provide a concrete timing: we do not only have to follow the pace of Apple (for iOS) and Google (for Android), but also that of manufacturers such as Apple, Samsung, Google,... As soon as visual voicemail is active for a specific phone number, we will of course inform you personally.

You can pay your invoice or topup manually via My Viking (website and app) 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.

If you already have an account, you can log in via the website or the Mobile Vikings application. At the top right you will see the 'My Viking' button, where you can both log in and out.

You can log in using your email address or phone number. Does it not work with your email address? Then try logging in with your phone number, and vice versa. Make sure your device isn't automatically putting a capital letter at the start.

If both your number and email address don't work or you've forgotten your password, try changing your password. Didn't receive an email? Don't forget to take a look in your spam folder.

In the My Viking app or through your My Viking account, your usage history is under the "Consumption" tab. Here you will find an overview of all data sessions, incoming/outgoing calls and incoming/outgoing text messages.

We cannot verify what your data has been used for. Most devices register your data usage so that you can check this.

• Android: Go to Settings > Connections > Data Usage > Mobile Data Usage.
• iOS: Settings> Mobile network > Mobile Data.

The definition of a ‘data session’ isn't as clear-cut as you might think. Your device does not start a new data session each time you open a new app or visit a website. Instead, it opens an active data session. Keep in mind that a data session can remain active for several days. This depends on the type of device you are using. A data session can be force stopped if you set your device to airplane mode or if you restart it all together.

No, we do not offer a fixed IP address. We only offer dynamic IP addresses.

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.  

You can use Easy Switch to switch to Mobile Vikings internet at home. Important note: we don't offer landlines nor a TV subscription. So keep in mind that these will be terminated with your current operator, or will be covered by a new contract if you transfer mobile numbers and/or a fixed internet connection to Mobile Vikings. We therefore strongly recommend that you check your options carefully with your current operator. 

You can of course close your order without using Easy Switch, and contact your current operator to cancel your services there.

If you choose to switch to Mobile Vikings via Easy Switch, we will make sure that (a part of) your current services with your current operator will be stopped and/or transferred to Mobile Vikings. You have two options with Easy Switch:

• Transfer internet at home to Mobile Vikings. In this case, your internet at home will automatically be stopped with your current operator. Any mobile numbers remain active with your current operator.
• Stop mobile numbers and transfer your fixed internet to Mobile Vikings. In this case, your specified numbers will be discontinued and your internet at home will be transferred to Mobile Vikings.

Are you ready to switch via Easy Switch? Check here how to do it.

Did your installation not go smoothly and did you use the Easy Switch option? Then you are entitled to compensation from 2/10/2023;

• If the installer does not show up on the agreed day and time. In that case, you are entitled to compensation of €30;
• In case of late activation of your Internet at Home subscription, you are entitled to compensation of €6 per day. This compensation has to be requested at your own request;
• Both compensations are settled via the first invoice (or credit note) or via payment into your account.

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.

For an existing house

A fiber cable is laid from the street to your home. A contractor will come and install it. Then a technician will extend the fiber optic cable further into your home and install the fiber socket. And that's it! 😉 

For an apartment

You can also opt for Fiber in an apartment building. First, your syndic must get permission from the owner to install Fiber in the common parts of the building. As soon as there is Fiber installed there, you can order your own fiber subscription. Once your appointment is made, someone will come by to install Fiber in your apartment. After the installation is complete, the installer will check that everything is working at light speed.

For new construction 

Even in new construction houses or apartments, a fiber cable must be laid from the street to inside the house/apartment.In this case, the process is the same as for an already existing home.

Check our Fiber offer.

 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. LTE will also appear on your device if you have activated VoLTE.

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.

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

To listen to your voicemail, call 1933 using your Mobile Vikings SIM card.
 
I want to change my call duration
I want to update the language of my voicemail
I want to deactivate my voicemail
I want to redirect my calls to another number

After listening to your messages, you'll hear a menu with options to change your voicemail preferences, such as your greeting, notifications, ... , 

• You can decide after how many seconds your voicemail is activated. By default, it's after 15 seconds. The options are 5, 10, 15, 20, 25 and 30 seconds. To set this up, form and call one of the codes below: 

   

  30 seconds of ringing: **61*+32456191933**30# call OR *61*+32456191933**30# call
  25 seconds of ringing **61*+32456191933**25# call OR *61*+32456191933**25# call
  20 seconds of ringing **61*+32456191933**20# call OR *61*+32456191933**20# call
  
  Etcetera. Depending on your device the code should start with * or **.  

• You can change the language of your voicemail by calling 1933.

• Want to switch off your voicemail? Go to your SIM settings in My Viking! You can also switch it back on here.

• Calling your voicemail is free of charge in Belgium and within the EU, further abroad the local rates apply. You can check those on our roaming page.

• Want to call your voicemail from a different number, or while abroad? Call 0456191933.

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

In the course of 2024, we will gradually activate visual voicemail. So visual voicemail may also be active for your phone number. You can find all the info on that here.

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.

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, we do not offer the option to purchase a smartphone together with your subscription. We think it is important that our Vikings can easily change rate plans and products, no special terms & conditions. 

As a Viking, you can acces mobile data in various countries outside the European Union with a Global Data Pass. Without a Global Data Pass it is not possible to use mobile data outside the European Union, as we block this possibility to avoid high costs. This article tells you how to purchase and activate a Global Data Pass.

A Global Data Pass therefore allows carefree use of mobile data outside the European Union, in the following countries:

Albania, Australia, Brazil, Canada, Egypt, Faroe Islands, India, Indonesia, Israel, Japan, North Macedonia, Malaysia, Mexico, Montenegro, Morocco, New Zealand, Russia, Serbia, Singapore, South Africa, Switzerland, Taiwan, Thailand, Tunisia, Turkey, U.S. Virgin Islands, Ukraine, and the United States.

You can purchase the Global Data Pass for both mobile subscriptions and prepaid cards.

You can buy the Global Data Pass either for a mobile subscription or a prepaid sim card. You can choose between three options:

• For 250 MB, you pay 10 euros.
• For 1 GB, you pay 15 euros.
• For 3 GB, you pay 25 euros.

The pass is valid for 1 month from activation, regardless of whether you have used mobile data or not.

Global Data Pass completely depleted? No problem! You will receive a notification via SMS when you have used 80% of your bundle, and when your bundle is completely depleted. Data usage will then be blocked again. If you would like to continue surfing, you can activate up to 6 Global Data Passes per month, per number.

Please note that the Global Data Pass only covers mobile data usage and not call or SMS costs. Local rates apply for calls and SMS, which are mentioned in the SMS you receive upon arrival abroad or on our roaming page.

All terms and conditions of the Global Data Pass can be found on our website.

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.

More information about changing the PIN code of your voicemail can be found here.

Yes, you can cancel your subscription whenever you want! You're never tied to a specific contract with Mobile Vikings, so changing your priceplan is also possible at any time. More information can be found in our general terms and conditions, article 6: Entry into force and duration of the Agreement.

Yes. You can do it via My Viking. 

Are you switching immediately? In that case, your bundle will remain valid until their expiry date. You do lose your calling credit when you switch. You can also opt to switch when your calling credit reaches € 2.50 or less. In that case, make sure to also switch off your automatic top-up if you have one, also via My Viking. If your bundles are still valid when you switch over, they will remain valid until their expiry date. 

You can switch up to 6 times between a postpaid subscription and a prepaid SIM (or the other way around) per year. 

Outgoing calls are charged per second, with a minimum of 60 seconds or one minute. 

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.

1. Place your modem centrally in your home

Where is the best place for your modem?

• Preferably, you place the modem in the centre of your home, in an open space (not in a cupboard) and more than a metre above the ground. This gives you better Wi-Fi coverage.
• Preferably, you keep the modem or Wi-Fi Booster more than a metre away from other electrical appliances to avoid interference.
• Is your modem in the basement? The Wi-Fi reception on the other floors will often be weak. It is preferable to install the modem on the ground floor.

How to place the modem

Place your modem so that the LED lights are visible. They must not face the wall or the floor. If your modem is in the basement, point the LEDs upwards so that the signal can reach the upper floors more easily.

2. Cables are fine too

Wi-Fi is convenient. But connecting your computer, decoder or console to your modem with an Ethernet cable also has its advantages:

• The internet is faster.
• There is no interference from other electrical devices.
• You have more bandwidth on your Wi-Fi channels for the devices that can only work with Wi-Fi.
• If you have built-in Ethernet cables and sockets in your home, you can use them to reach rooms that are too far away for Wi-Fi.

Ethernet cables are available in every electronics shop, or online from one of our Viking Deals-partners. If you want to equip your whole house with built-in Ethernet sockets, it is best to contact an electrician. You can also do this during renovations to your house. Mobile Vikings does not offer this service.

3. Beware of devices that interfere with Wi-Fi

Many electrical devices can interfere with your Wi-Fi: the microwave oven, the alarm system, security cameras, a heating appliance, the doorbell, lighting, the baby monitor, etc. Please bear in mind: don't use your Wi-Fi too close to these types of devices and move closer to your modem or Wi-Fi Booster.

4. Old devices slow down Wi-Fi

Do you have a computer, tablet or smartphone that is more than 5 years old? Then avoid connecting this device to your Wi-Fi network. It can slow down Wi-Fi for other, even more recent devices. Connect these devices, if possible, with an Ethernet cable (at least Cat 5e), turn them off or disable their Wi-Fi when not in use. Also bear in mind that "smart home" applications often use older chips and can therefore also slow down your Wi-Fi.

 
5. Don't overload your Wi-Fi

The quality of your Wi-Fi signal also depends on your usage. Do you download very large files, or watch in 4K on 3 screens simultaneously? Do you use many devices at the same time? That reduces the quality of your Wi-Fi.

 
6. Test your line

Is your connection very slow or is it constantly interrupted?

1. Connect a laptop to your modem with a network cable (at least Cat 5e) (or a new ethernet cable).
2. Measure your speed via the speed test in your My Viking-account. Make a note of the download speed achieved.
3. Disconnect the network or Ethernet cable, connect your computer to Wi-Fi and measure the speed again in the same manner.

If there is a major difference in speed, you need to restart your modem:

1. Switch the modem off by pressing the on/off button on the back.
2. Wait about ten seconds.
3. Switch the modem on again.

 7. Your connection immediately after your installation

After completing your installation, an automatic check (DLM, for Dynamic Line Management) will be performed to optimise your speed. This process can take up to 10 days and your internet speed may increase during these 10 days until it reaches the optimal speed for your situation on about day 10. To optimise your speed to the maximum extent possible, this check will be conducted every 14 days. You will not notice any of this during the use of your internet at home.

You can do this through your SIM card settings in your My Viking account. Request a new SIM card, follow the steps and your physical SIM card will be sent with Bpost. You should count on 3 to 5 business days to receive your SIM card. You will also receive an email with the necessary information. Replacing your SIM card is free of charge. 😉

Absolutely, but such calls are not included in the calling minutes in your bundle. If you make a call to another country, you will see the charges in your next invoice or payment invitation. You can view the call rates using our roaming wizard.