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What technical requirements does my Internet at home hardware need to meet?
From 01/11/2024 you can choose which hardware you use for internet at home: that of Mobile Vikings or your own equipment. If you want to install your own equipment, it must meet certain technical requirements. Please note, it is important to keep the Mobile Vikings hardware in storage, that way we can help you should there ever be an outage on your line.
Download the technical requirements for your hardware here:
- Specifications for the ONT box
- Specifications for the router
- Specifications for the VDSL modem
- Specifications for the VDSL NTP
Beware: if you want to install your own ONT, we need to register it on our end first. Please contact our helpdesk to complete this registration process before proceeding with the installation.
How does a payment method using direct debit, Visa or MasterCard work exactly?
You can set this up in your payment methods in your My Viking account. You can choose between Visa, MasterCard or direct debit.
Do you have a prepaid SIM card? In that case, you can use your payment method for your top-ups, or even use it to top up automatically or via SMS. If you have a subscription your invoice or payment invitation will be paid with your payment method. If you have Viking Points, these will be taken into account first. Note: if you have an outstanding invoice or payment invitation when you create your payment method, you cannot pay it with your new payment method. Your payment method will only be used from the next invoice or payment invitation.
How does the direct debit payment work exactly? When you make a payment (for a top-up, invoice or payment invitation) it takes about 6 to 12 days for the payment to go through on your bank account. Even longer in rare cases. If the payment for whatever reason doesn't go through, your remaining calling credit will be revoked. If you have a subscription, the invoice or payment invitation will be marked as 'unpaid' and you'll be asked to pay for it manually. Your payment method will be blocked as well. Discover what to do if your direct debit has been blocked.
How do I install my own hardware for internet at home?
From 01/11/2024 you can choose which hardware you use for internet at home: that of Mobile Vikings or your own equipment. Below, we give you some tips on installing your own hardware:
- Before you start: make sure to inform yourself about all the aspects involved in using your own hardware. Be sure to check out our useful articles on the FAQ page.
- Beware: if you want to install your own ONT, we need to register it on our end first. Please contact our helpdesk to complete this registration process before proceeding with the installation.
- Read the manufacturer's manual carefully and follow the instructions; installation varies from device to device.
- Keep the Mobile Vikings hardware in storage: if any issues occur on your line, we will ask you to reconnect our equipment. Unfortunately, it’s impossible for the wise Vikings of the help desk to know all existing hardware on the market and support you in case of malfunctions.
- The hardware you choose must meet certain technical requirements, you will find them here.
International flights/waters - what are the non-EU rates?
Are you traveling outside the EU? In this case, we automatically block your mobile data to avoid unexpectedly high costs. Do you still want to surf outside the EU? You can! With the Global Data Pass you can use mobile data in many countries outside the European Union. Check all the details here.
When traveling by boat on or by plane over international waters, you can reasonably assume your device will no longer connect to an antenna on the ground. Instead, it will connect to a satellite, which can quickly increase the cost.
Do you want to have an idea of those costs? Then be sure to check out the calculator on our roaming page and the country you would be calling.
How can I get in contact with Mobile Vikings?
Got a question? We’re here to help!
At Mobile Vikings, we’re all about making things easy for the Viking. You can surely find the answer to your question in our help & support guide. Choose a category here:
Didn’t find an answer to your question?
📞 Give us a call: we're just a call away! Reach us on workdays from 8:30 until 17:30 at either 1976 or 0456 19 19 76.
📝 Fill out our webform and we’ll get back to you as soon as we can.
Visit us
Want to drop by? Our office is located in Hasselt:
Mobile Vikings
Kempische Steenweg 309/1
3500 Hasselt
Phone: +32 456 19 19 76
Email: info@mobilevikings.be
Tips & tricks to improve your Wi-Fi and internet at home
1. How to place your modem?
- Preferably, you place the modem more than a metre above the ground. This gives you better Wi-Fi coverage.
- It’s also important to keep the modem more than a metre away from other electrical appliances to avoid interference.
- 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.
If your modem is installed far away from other rooms/floors. It’s best to order Wi-Fi boosters to expand your Wi-Fi connection. More information about boosters can be found here.
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?
- Connect a laptop to your modem with a network cable (at least Cat 5e) (or a new ethernet cable).
- Measure your speed via the speed test in your My Viking account. Make a note of the download speed achieved.
- 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:
- Switch the modem off by pressing the on/off button on the back.
- Wait about ten seconds.
- 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.
How do I switch to Mobile Vikings from a different provider?
- You request your SIM card with a subscription or prepaid SIM card online. You also have the choice between an eSIM or a physical SIM card. A physical SIM card is delivered within 5 working days. You can activate an eSIM immediately after your order.
- Activate your Mobile Vikings SIM card after you receive it, and wait until your reception with your current provider falls off. That happens within 24 hours.
- If you have a physical SIM card, change your SIM card after your current carrier's network is lost. You can activate an eSIM immediately after your order.
A few nice-to-knows
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.
They are performing Fiber works in my street. Will Fiber be immediately available to me then?
The rollout of Fiber near or at your home does not mean that it will be available right away. In some cases, the work is carried out in zones: Fiber is fully rolled out per planned zone before it is made available. You may therefore have to wait a while before you are able to use Fiber.
How do I activate my physical SIM card?
Do you have an eSIM? Then you can activate your eSIM very easily: immediately after your order, you will receive an e-mail with an activation code to activate your eSIM. All steps regarding activating your eSIM can be found here.
Do you have a physical SIM card? Follow these steps:
- Visit www.mobilevikings.be/en/activation.
- Enter the last four digits of your Mobile Vikings SIM card number.
- That's it!
- Are you activating a completely new SIM card with a new number, or a replacement SIM card? The activation will take up to an hour.
- Are you activating a SIM card with number transfer? The activation will take up to 24 hours. Your old SIM card will work right up until the Mobile Vikings SIM card is activated.
How do I install my Wi-Fi booster?
- B-box 3:
Do you have a B-box 3? Click on the ‘B-box 3’ tab above for more information about how to install your Wi-Fi Booster.
- Internet Box:
Do you have an Internet Box? Click on the ‘Internet Box’ tab above for more information about how to install your Wi-Fi Booster. - Internet Box+:
Do you have an Internet Box+? Click on the ‘Internet Box+’ tab above for more information about how to install your Wi-Fi Booster+.
1. Make sure your Wi-Fi connection is activated: check the button on the back of the Wi-Fi Booster. The button should be set to AUTO.
2. Turn on the Wi-Fi Booster:
- Plug the power cord of the Wi-Fi Booster into an electrical outlet in the same room as the B-box.
- Press the POWER button. The light will illuminate green. Wait for 1 minute until the WPS light turns off.
3. Synchronize the Wi-Fi of the B-box with the Wi-Fi booster:
- Press on the WPS button of your B-box for 2 seconds. The WPS light flashes.
- Then, within 2 minutes, briefly press the WPS button on the Wi-Fi booster.
The lights of the 2 devices will blink and go out after a while.
- When synchronization is complete, the light will remain on.
- You can now pull out the Wi-Fi booster and place it in a central spot between the B-box3 and the device that needs to receive the Wi-Fi signal.
4. Turn the Wi-Fi booster back on:
- Plug the power cable into a wall outlet. Be sure to check that the power button is properly pressed.
- The POWER and Link Quality lights illuminate green.
- Check if the Link Quality light stays green. If not, place the wifi booster closer to the B-box.
1. Turn on the Wi-Fi booster:
- Plug the Wi-Fi booster's power cable into a wall outlet in the same room where the internet box is located.
- Press the power button. The light will illuminate orange or white.
2. Synchronize the Wi-Fi of the Internet Box with the wifi booster:
- Briefly press the WPS button of your Internet Box. The Wi-Fi light now lights up white.
- Press the WPS button until the positioning light starts blinking white. This can take up to 10 seconds.
- When synchronization is complete, the positioning light will light green. The Wi-Fi and power lights are now blue.
- You can now pull out the Wi-Fi booster and place it in a central location between the Internet Box and the device that needs to receive the Wi-Fi signal.
3. Turn the Wi-Fi Booster back on:
- Plug the power cable into a wall outlet. Be sure to check that the power button is properly pressed.
- The Wi-Fi and POWER lights will light up blue. The Positioning light illuminates green.
- The positioning light doesn’t light up green? Then move the Wi-Fi booster closer to the Internet Box for better reception.
1. Turn on the Wi-Fi booster:
- Plug the Wi-Fi booster's power cable into a wall outlet in the same room where the Internet Box+ is located.
- Press the POWER button. The light will illuminate orange or white.
2. Synchronize the Wi-Fi of the Internet Box+ with the Wi-Fi Booster+ :
- Briefly press the WPS button of your Internet Box. The Wi-Fi light now blinks white.
- Press the WPS button until the positioning light starts blinking white. This can take up to 10 seconds.
- When synchronization is complete, the positioning light will light green. The POWER light is now blue. This can take a few minutes.
- You can now pull out the Wi-Fi Booster+ and place it in a central location between the Internet Box+ and the device that needs to receive the Wi-Fi signal.
3. Turn the Wi-Fi Booster back on:
- Plug the power cable into a wall outlet, be sure to check that the power button is properly pressed.
- The Wi-Fi and POWER lights will light up blue. The Positioning light illuminates green.
- The positioning light doesn’t light up green? Then move the Wi-Fi Booster+ closer to the Internet Box+ for better reception.
What happens if I don't pay my invoice or payment invitation of my internet subscription on time?
Your Mobile Vikings invoice/payment invitation includes an expiration date. This is the date by which we expect your payment to be received in our bank account. If you are paying by bank transfer, it's therefore best to take a margin of about 3 working days into account. Especially if your expiry date is in or right after a weekend or a holiday. That way, you're sure your payment reaches us in time.
What happens?
Below is a brief overview of what happens if you do not pay your mobile subscription on time:
- You receive an invoice/payment invitation with an expiration date.
- A few days before your expiry date, you will receive a message from us alerting you to the unpaid invoice/payment invitation. It is then up to you to take quick action to still pay in time.
- Shortly after that expiry date, you will receive a first real reminder from us to remind you of your outstanding bill.
- You will receive a second reminder of your overdue payment if you have not yet paid your invoice/payment invitation. If you still don't pay, you risk a restriction of your services.
- If you don’t pay your invoice/payment invitation in this phase, your internet et home will be put on minimum service: you will only be able to surf at minimal speed. In concrete terms, this means back to the nineties for your browsing experience: you will no longer enjoy our superfast internet.
- If you haven't paid your invoice/payment invitation yet, we will completely suspend all your services.
Not the best of prospects, but no worries: we send you a text message and an e-mail notification in time to make sure it doesn't come to that. 😉
What can I do?
Stop worrying about your invoices in the future and activate a direct debit payment method through your My Viking account.
Always use the correct structured communication when paying by bank transfer. If this is wrong, it can take up to a week before we can manually process your payment.
Do you have questions about your account statement, invoice, or current subscription? You can reach our helpdesk for free at the number 1976 during office hours, or via email at info@mobilevikings.be.
How should I enter my Mobile Vikings invoice in my accounts?
Your Mobile Vikings invoice can be entered under the following headings:
- 61xxx Telephony (total amount excl. VAT)
-
411xx Reclaimable VAT (VAT amount of your invoice)
To 44xxx Supplier Mobile Vikings (total amount incl. VAT)
The VAT deductibility shall be in accordance with the fiscal rules.
Your payment to Mobile Vikings will be recorded as follows:
-
44xxx Supplier Mobile Vikings (total amount)
To 55xxx financial institution (total amount)
Where can I find my invoices or payment invitations?
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.
When is my internet subscription billed?
That depends on the date your internet subscription becomes active. Perhaps a table would make it more cleare:
Can I receive 1 invoice for all my numbers and/or subscriptions?
This is not possible because the billing date depends on:
- The renewal date of your monthly bundles for your mobile subscription
- The activation date of your home internet subscription.
Therefore, you will receive a separate invoice/payment invitation for each mobile subscription and/or internet at home subscription. Be sure to check out our other useful articles on our FAQ page for all your questions about invoices/payment invitations.
What happens if I don't pay my invoice or payment invitation of my mobile subscription on time?
Your Mobile Vikings invoice/payment invitation includes an expiration date. This is the date by which we expect your payment to be received in our bank account. If you are paying by bank transfer, it's therefore best to take a margin of about 3 working days into account. Especially if your expiry date is in or right after a weekend or a holiday. That way, you're sure your payment reaches us in time.
WHAT WILL HAPPEN?
Below is a brief overview of what happens if you do not pay your mobile subscription on time:
- You receive an invoice/payment invitation with an expiration date.
- A few days before your expiry date, you will receive a message from us alerting you to the unpaid invoice/payment invitation. It is then up to you to take quick action to still pay in time.
- Shortly after that expiry date, you will receive a first real reminder from us to remind you of your outstanding bill.
- You will receive a second reminder of your overdue payment if you have not yet paid your invoice/payment invitation. If you still don't pay, you risk a restriction of your services.
- If you have not paid your invoice/payment invitation within 2 weeks after the expiry date, your number will be put on minimum service. Concretely this means:
- You will only receive incoming text messages and calls.
- You will not be able to make outgoing calls or send text messages yourself.
- You can only make calls to emergency numbers.
- Data usage will be disabled.
- If you haven't paid your invoice/payment invitation yet, we will completely suspend all your services. In this case, you will also be unable to receive incoming calls and SMS messages.
Not the best of prospects, but no worries: we send you a text message and an e-mail notification in time to make sure it doesn't come to that. 😉
WHAT CAN I DO?
Stop worrying about your invoices in the future and activate a direct debit payment method through your My Viking account.
Always use the correct structured communication when paying by bank transfer. If this is wrong, it can take up to a week before we can manually process your payment.Do you have questions about your account statement, invoice, or current subscription? You can reach our helpdesk for free at the number 1976 during office hours, or via email at info@mobilevikings.be.
My SIM card has only just been activated. Why did I already receive an invoice or payment invitation?
A Mobile Vikings subscription is a so-called 'prepaid - postpaid' subscription. With a traditional subscription, you pay for everything afterward. With Mobile Vikings, you pay partly in advance, and partly afterward.
So, what does that mean?
You always pay for your bundle in advance, just like with a prepaid SIM card that you top up in advance. That is why you'll receive your first invoice or payment invitation a few days after activating your SIM card.
Your usage out of bundle is paid afterward - postpaid. We can't charge this usage before it's happened. If you'd like, you can limit your out-of-bundle usage.
I've paid my invoice or payment invitation. Why is it still marked as unpaid?
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.
When do I receive my invoice?
You’ll get your invoice on the 4th, the 12th, the 20th, or the 28th of each month.
To know on which of those 4 dates you’ll receive your invoice, look at when your bundle is renewed each month.
Example
If your bundle is renewed on the 3rd of each month, you’ll get your invoice on the 4th of the month. If your bundle is renewed the 8th of each month, you’ll get your invoice on the 12th, ...
Why don't I receive invoices for prepaid SIM cards?
Legally, we can only send invoices based on monthly usage, not based on top-ups. So it’s possible that one top-up shows up on multiple invoices. But that system is not in accordance with the law.
Do you still want an invoice? You'll still get them with a Mobile Vikings subscription - they’re awesome as well. You can switch via My Viking.
Don’t know which subscription to choose? Then check out our offer.
How do I pay my invoices?
You can do this by using an automatic payment method or you can pay manually via your My Viking account (website and app) by selecting one of the following payment methods:
- Bancontact
- Payconic by Bancontact App
- Mastercard or Visa
If you have used one of the above payment methods, your payment will be processed immediately. This will unblock any blocked services within 30 minutes. It's not possible to receive a paper credit transfer with your paper invoice. If you choose to pay by bank transfer, please be aware that it takes 3 to 5 business days for such a payment to be processed in our system.
What's the maximum extra out-of-bundle amount I'd have to pay?
Usage outside of your bundle will be charged separately. To avoid unpleasant surprises, we will update you once you’ve used more than € 10, € 20, € 30, € 40 of € 50 extra. By default, your out of bundle limit is € 10 or € 50, and you can modify it yourself via My Viking.
If you lower your limit to € 0, you won’t be able to use non-standard services like international calls, texts, of premium services when you’ve used up your bundle.
Did you reach the limit due to one or more depleted bundles, and want to continue using your SIM card? Renew your subscription or switch to a new one via My Viking.
How do I enter my Mobile Vikings invoice in my accounting?
Your Mobile Vikings invoice can be entered using the following:
- 61xxx Telephony (total amount excl. VAT)
- 411xx VAT to recover (VAT amount of your invoice)
To 44xxx Supplier Mobile Vikings (total amount incl. VAT)
Your payment to Mobile Vikings will be entered as follows:
- 44xxx Supplier Mobile Vikings (total amount of top-ups
To 55xxx financial institution (total amount of top-ups)
I have € 2 of calling credit left but I can't call, surf or text. What do I do?
Even though you still have remaining calling credit, this has been reserved by our system for your next data session. This happens because we automatically reserve 20 MB for your next data session.
Your credit should become available again by rebooting your device or by switching to airplane mode. Doesn't this work? Then a new top up will do the trick!
I accidentally topped up twice in a row. What do I do?
Call our helpdesk using the free number 1976 or send us a message, we'll look into it!
What will trigger an automatic top-up?
As soon as a payment method has been configured via your My Viking account, you can indicate the conditions to trigger the automatic top-up of your calling credit. Select one of the following:
- Minimum calling credit: your SIM card will be topped up automatically when your credit drops below e.g. € 5 or € 10.
- The expiry date of your bundle with Viking advantages, the free texts, and data: your SIM card will be topped up automatically a couple of hours before your free bundle expires (i.e. 1 calendar month after your last top-up).
- The minimum amount of mobile data: if you have almost no mobile data left, your SIM card will be topped up automatically within a couple of hours. Your automatic top-up will be triggered when your data credit drops below 100 MB.
How do I activate the top-up service by text message?
You can do this via My Viking. Here, you can select an existing payment method or configure a new one. If you want to add a new payment method, select Visa, Mastercard or direct debit.
- If you choose Visa/Mastercard, you'll need to confirm this using the Visa/Mastercard an your card reader.
- If you select direct debit, you will have to complete a mandate which we’ll send to your bank. It can take up to 10 working days before the bank authorizes this mandate.
If your payment method has been activated, your SIM card will either be topped up automatically or by sending a text message (by sending the message SIM TOPUP to 1984).
Are you experiencing problems with top-up by text message? Then be sure to contact our helpdesk.
- The SMS top-up service always tops up the preselected amount and Focus. You can always change this yourself in your payment methods menu.
- The first top-up has to be done manually (via Bancontact, Mastercard, Visa or bank transfer). After that, your SIM card will be fully activated and ready to use the payment method (for any subsequent top-ups).
Can I top up my SIM card via bank transfer?
Please note, we no longer support paying for a top-up via bank transfer. The chance that the payment will actually be linked to a top-up is quite small. We recommend topping up online, you can easily pay via Bancontact, Visa or Mastercard via the website or the app. Or even easier, via an automatic payment method.
What do I get when I top-up my SIM card?
You will find an overview of the advantages of each bundle on our ‘Prepaid SIM cards’ page.
Good to know:
- Your bundles (Viking advantage, texts and data) are valid for one calendar month. Your calling credit only expires after 6 months.
- The Viking Advantage is only valid in Belgium and to other Mobile Vikings. This advantage will renew every month.
- Did you choose the Only Data package? In this case, you have neither call credit nor SMS, but an 8 GB package.
Once your bundle expires, you can use your remaining calling credit at the following rates:
- Focus bundle more calls: € 0,20/ min. (calls), € 0,10/ text and € 0,10/ MB.
- Focus bundle more data: € 0,40/ min. (calls) € 0,10/ text and € 0,10/ MB.
How to top up a prepaid SIM card?
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
- 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.
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