De snelste Hasselaren?
Dat zijn Vikings!

As of 1 November 2024, users will be entitled to statutory compensation in the event of a full service interruption of more than 8 hours due to an uninterrupted network outage if the award conditions are met.

Who is eligible for this legal compensation?

• Users with an internet at home subscription in the event of a service interruption in the zone in which their installation address is located.
• Mobile subscription users in the event of an interruption in the zone where their invoicing address is located.
• Prepaid card users in the event of an interruption in the zone where their home address is located.

What type of interruption is eligible for automatic compensation?

The interruption of the fixed or mobile service: 

• should last longer than 8 hours;
• should be complete, i.e. no signal must pass (even partially). So for mobile, no SMS, calls and no mobile data. For home internet, no data;
• should be due to an uninterrupted failure of the public electronic communications network (and not due to a technical problem beyond the termination point, such as a problem with the telephone, modem, terminal equipment, cabling, etc.);
• should have a collective element, i.e. impact multiple users (for mobile services and home internet, when the cause is not due to a hardware failure in the network);
• should not be due to or the fault of the user (e.g. suspension due to an unpaid invoice, a change made by the user, postponement of a repair appointment, etc.), nor due to a case of force majeure, lack of network coverage, etc. (non-exhaustive list). 

If the eligibility requirements are met, does the statutory compensation happen automatically? 

Because it is difficult to determine with certainty exactly which users are affected by an outage and because of the need to check the conditions of award, compensation is awarded automatically or not, depending on the case:

• Fixed service interruptions caused by a hardware failure in the fixed network will be compensated automatically (e.g. cable break due to the installer or one of its subcontractors) without the user having to report the outage.
• Fixed service interruptions not caused by a hardware failure in the fixed network will be compensated automatically if the user has reported the outage (e.g. software update problem), and provided that several users are affected by the same outage.
• Mobile service interruptions (subscriptions) will be compensated if the user has reported the outage, and provided that several users are affected by the same outage.
• Mobile service interruptions (prepaid cards) will be compensated only at the express request of the user, who must provide their home address, and provided that several users are affected by the same outage.

Customers will be able to notify outages and submit legal requests for compensation within 5 days following the end of the outage using the means that Mobile Vikings will make available for this purpose.

How much is the compensation and in what form is it granted? 

• 1 euro for the 16-hour period following the first 8 hours of interruption. For each subsequent 24-hour period, the compensation for the previous day is increased by 1 euro, plus 0.5 euro for each additional day of interruption; or
• in the case of a subscription, 1/30th of the monthly subscription fee excluding VAT, if this amount exceeds the value of the compensation mentioned in the first point.

The compensation will consist of a credit note or discount, at Mobile Vikings' discretion, or a top-up of the user's prepaid card. 

When is no legal compensation due?

No legal compensation is due (non-exhaustive list):

• in the event of acceptance by the user of a technical solution, even if this solution is temporary;
• if an appointment was rescheduled at the user's request or through the user's fault, for the period between the originally scheduled appointment and the new appointment;
• if the service interruption is not due to an incident (e.g. lack of network coverage);
• in the case of force majeure. 

The current compensation scheme in Article XXXX of the General Terms and Conditions for users will be replaced by this new legal compensation scheme.

Here are some tips on how to avoid extra costs:

• Limit the number of characters in your text message. For example, in your iPhone, you enable this via Settings → Message. The counter shows you when a text message is too long to send in one message.
• Have people call you instead of you calling them. Our roaming page will show you that an incoming call is usually much cheaper. And, the person calling you does not pay extra because you are in a non-EU country!
• You can of course use local Wifi as much as possible or use a local SIM card. Usually you can purchase them in airports.
• Deactivate your voicemail through your My Viking account. If someone leaves a message on your voicemail, the call minutes will still be charged, even if your phone is on airplane mode.

You can't use your mobile data bundle outside of the EU. 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.

Organisation

The contest is being organised by Mobile Vikings nv, with registered offices at the address Kempische Steenweg 309 bus 1, 3500 Hasselt.

Objective of the Competition

Mobile Vikings is launching an offline and online competition starting from September 23, 2024. If the participant registers via the registration link and thus gives consent to participate, he/she can enter the competition by submitting their details. Mobile Vikings may use the data for commercial purposes related to Mobile Vikings' products and services, even after the competition has ended.

Course of the contest

The contest is available at https://mobilevikings.be/en/internet/hasselt/. 

Participation in the 'Fiber in Hasselt' contest is possible from September 23, 2024. The contest starts on Monday, September 23, 2024, and runs for 4 weeks, until October 21, 2024.

During this period, 5 one-year subscriptions to unlimited superfast Fiber internet at home from Mobile Vikings can be won.

The winner will be notified via email or phone. If they do not respond in a timely manner or if the provided contact information is incorrect, the right to a prize will be forfeited, and a new winner will be chosen.

Who can participate?

The contest is only open to residents within the greater ring of Hasselt and who have completed the entry form. Since this contest is only applicable within this territory.

They must be at least 18 years old and reside in Belgian territory. If the participant is a minor, Mobile Vikings may assume that they have parental or guardian consent to participate.

The following people will be excluded as winners:

• employees and staff of Mobile Vikings and its affiliated companies; 
• their family members up to the third degree;
• any person directly or indirectly involved in the organization of the relevant competition.
• Any person who, for technical reasons, does not yet have access to Fiber. 
• Any person who does not reside within the greater ring of Hasselt.

Mobile Vikings may at any time exclude a person from participating in contests for a certain period of time in case of a breach of any of the conditions of participation or in case of abuse, deception, lack of fair play or a participation in bad faith.

Mobile Vikings cannot be held liable if the identification of a participant is impossible because the latter provides incorrect or incomplete information. The use of false information may lead to the exclusion of the participant by Mobile Vikings.

The prize

The winners of the competition will receive one year of free unlimited superfast Fiber internet at home from Mobile Vikings. If they don’t have Mobile Vikings internet yet or are not yet a customer, they will also receive the installation for free.

This prize will be paid out in Viking Points, in accordance with the general terms and conditions applicable to the Viking Deals https://mobilevikings.be/content/uploads/2022/06/privacy-viking-deals_en.pdf. These points can be used to reduce the Mobile Vikings internet bill, where 1 Viking Point is worth 1 EUR.

Participants who are not yet Mobile Vikings customers will become Vikings if they win this competition. Viking points cannot be shared.

After 1 year of free superfast Fiber internet, Mobile Vikings will contact the winners to terminate or renew their subscription (but for a fee).

Mobile Vikings does not provide any guarantee regarding the prize and reserves the right to replace, exchange, or abolish prizes during the competition. More information about the prizes will be communicated in pop-ups on the website, via email, and on social media.

Mobile Vikings cannot be held liable for accidents or damages (in)directly related to a prize won. A prize is indivisible and must be accepted as awarded. The prize can also under no circumstances be ceded or exchanged or offered for sale publicly (e.g. eBay).

The participant expressly agrees that his/her name and/or image may be published if he/she wins a prize, without however being entitled to any compensation other than the prize.

General terms

All additional announcements about the contest are considered part of the rules. All decisions made by the organisers are final.

Contest participants shall refrain from negative public communication regarding the contest and organisers.

Mobile Vikings cannot be held liable if, due to force majeure or any other reason beyond the control of Mobile Vikings, the duration of the contest is changed or if the contest is modified or cancelled. Mobile Vikings cannot be held responsible for a problem in the communication services (overload on a mobile phone network, failure of a part of the network, ...) that makes it impossible to participate.

In case of abuse, deception or fraud, Mobile Vikings expressly reserves the right to exclude the participant(s) concerned from this contest and/or other contests organised by Mobile Vikings without further ado. Participation in the contest implies the processing of the participant's personal data, so that Mobile Vikings can, for example, inform the participant about the course of the contest and about similar products and services of Mobile Vikings. These processing operations take place in accordance with the Privacy and Cookie Statement of Mobile Vikings. For more details, please read our full privacy statement at https://mobilevikings.be/terms-of-use/privacy/. 

By entering the contest, contestants accept the full contest rules.

Mobile Vikings may change certain parts of these rules for organisational reasons
Any complaint related to this contest must be sent in writing no later than 10 calendar days after the end of the contest to the following address: Mobile Vikings nv, Kempische Steenweg 309/1, 3500 Hasselt. In the event of a dispute, the courts of Antwerp, Hasselt division have jurisdiction. This contest is subject to Belgian law.

In short: you link your Payconiq by Bancontact account(s) to your Mobile Vikings phone number(s) and earn Viking Points for payments made using the Payconiq by Bancontact app at your local merchant's shop that offers it.

In a slightly longer version:

How do you activate?

• Link your Payconiq by Bancontact account with that of Mobile Vikings in just 2 clicks. If you don't already have a Payconiq by Bancontact account, you can of course download the app (for iOS or Android at http://onelink.to/payconiqbybctweb), create your account with your Mobile Vikings phone number(s) and then link it.
• Pay with the Payconiq by Bancontact app at your local merchant's shop and earn up to 0.5 Viking Point per payment. This will immediately get you € 0.50 off your Mobile Vikings bill. HOT TIP: in the Payconiq by Bancontact app, under ‘Payments’ / ‘Shops’ you will find the shops in your area where you can pay with it.

Per calendar month and per linked phone number, your first payment with the Payconiq by Bancontact app is good for 0.5 Viking Point. With each subsequent payment, you earn 0.1 Viking Point, up to a maximum of 1 Viking Point per month per linked phone number. So you earn Viking Points each month for a maximum of 6 Payconiq by Bancontact payments per linked phone number.

You can only link phone numbers that you also use for Payconiq by Bancontact. This means you can link the Mobile Vikings phone numbers of anyone in your account. But what  if you're using the Payconiq by Bancontact app with a non-Mobile Vikings number? WELL… TOO BAD THEN... No, just kidding. You can also use 1 non-Mobile Vikings number to benefit from this Viking Deal.

You'll only earn Viking Points in this Viking Deal for payments made using the Payconiq by Bancontact app at the shop of a local merchant offering it. At the bakery, for example, the supermarket or your favourite fries shop. Payments in webshops or between users are not eligible.

What if you want to unlink your account and stop this Viking Deal? Then contact our helpdesk. If you have your account unliked, this will happen immediately and you will no longer receive Viking Points for your transactions from earlier that day or the day before (if you haven't already received those).

Shop online with our Viking Deals partners and earn a percentage of your purchase in Viking Points. 1 Viking Point = € 1. Use your Viking Points to pay (partially) your next invoice/payment invitation.

How does it work?
 

1. For every new purchase, go to the Viking Deals page on our website or through the app.
2. Choose your partner, a pop-up will appear with more information about the deal.
3. Click the red "Shop Now" button to activate the Viking Deal and you will be redirected to the partner's webshop.
4. Make your purchase in this window and you will automatically receive your Viking points.

Don’t miss any Viking Deals

Our plug-in notifies you when you’re browsing one of our partners’ webshops. Click on the notification to activate the Viking Deal and earn Viking Points on your purchase. 

The plug-in is an extension of your browser, the program you use to surf the internet. You can download it for free for Chrome, Firefox, Edge and Safari. Please keep in mind that the plug-in doesn't work for bol.com, Aliexpress or Coolblue.

Unfortunately, we can’t grant you Viking Points as we only receive a reward from our partner when you make your purchase through Viking Deals.

Do you want to be notified to a Viking Deal on your next visit? Install our plug-in and never miss another Viking Deal again. The plug-in is an extension of your browser, you can download it for free for Chrome, Firefox, Edge and Safari. When you're browsing the website of one of our partners, you will receive a notification through the plug-in. All you have to do is click on the notification to activate the Viking Deal. Super handy, right? 😉

It's possible to install Chrome extensions in Microsoft Edge. That means you can install the Viking Deals plug-in! When shopping online, the plug-in will notify you if you're visiting a Viking Deals partner. Now you will never miss out on Viking Points. 😉

How to install the plug-in for Microsoft Edge?

1. Click here to download and install the plug-in.
2. Do you see a notification at the top? Click on 'Allow extensions from other stores'.
3. That's it! Now shop online worry-free and earn Viking Points.

• Use Google Chrome: this browser works best with Viking Deals. You are free to use other popular browsers like Safari or Firefox, but keep in mind that these browsers may occasionally lose connection between Mobile Vikings and the partner, resulting in you not receiving Viking Points.
  
  
• Ensure that partners recognize you and adjust your browser settings accordingly: accept cookies from our partners and disable the 'Do Not Track' signal. Don't worry, neither we nor our partners store personal data. We only use essential information to deliver Viking Points to you. Chrome's settings are automatically correct unless you've adjusted them yourself.
  
  
• Disable ad blockers: these can disrupt the connection with the partner, preventing you from receiving Viking Points.
  
  
• Complete your purchase immediately after activating the Viking Deal: avoid visiting other websites during your purchase. Our partners will reward your Viking Points if you make the purchase via Mobile Vikings. Visiting other websites (blogs, comparison sites, or cashback sites) during your purchase may result in the partner paying the other website instead of you.
  
  
• Always start your purchase through Viking Deals: some partners may not pay Viking Points if you already have items in your cart before activating the Viking Deal.
  
  
• Use only the discount codes we share: using a discount code from another website or email may result in the other website being rewarded by the partner, and you will not receive Viking Points.
  
  
• Most partners do not provide Viking Points for gift cards: neither for the purchase nor for the use of gift cards.
  
  
• For certain products (e.g., medication), we may not distribute Viking Points: this is always clearly stated in the Viking Deal.
  
  
• Certain partners have specific special rules: for example, you may not earn Viking Points with a business account, or you may only receive Viking Points for your first purchase with the partner. This information is always clearly stated in the Viking Deal.

You can do so via our website! Happy surfing. 🙂 

First, we'll do a check on your address to see what kind of speeds we'd be able to offer and if Fiber is available. Unfortunately, if we see we can't offer a sufficient speed you won't be able to get our internet installed.

Once we've done the check, you can place your order and make an appointment for the installation. Usually, this can be done within two weeks. Make sure you enter the right number! The technician will contact you about half an hour before they arrive. 

Once your installation is done, that's it!

1. 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.
2. 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.
3. 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.

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.

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.

Viking Points are a form of currency at Mobile Vikings. 1 Viking Point = 1 euro. You can use Viking Points to pay for your top-ups, invoices or payment invitations. Without any costs to you.

How can I earn Viking points?

• Thanks to our Viking Deals: you shop online at one of our partners, and a part of your purchase amount will be paid back to you in Viking Points.
• By convincing your friends to become Vikings as well. If they fill in your number when signing up, you get 15 Viking Points after their second top-up/ subscription payment. These two payments have to be fully paid: (partial) payments using Viking Points don't count.
• Sometimes there are contests or promos which offer Viking Points as a reward. 

What can I use those Viking Points for?

• Your Viking points are automatically used to pay your invoice/ charge. This way you have a hefty discount or even a bill of € 0.
• When you top up, you can choose whether or not to use your Viking Points. 
• Do you have any Viking Points left over or are you in a generous mood? Share your Viking Points with friends or family. 😉 Find out how to share them here.

Want to know more about Viking Points? Check these articles:

How long do my Viking Points remain valid?
How can I use my Viking points?
I used a Viking Deal but don't see any Viking Points yet. What went wrong?
How do the online Viking Deals work?

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.

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:

1. You receive an invoice/payment invitation with an expiration date.
2. 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.
3. Shortly after that expiry date, you will receive a first real reminder from us to remind you of your outstanding bill.
4. 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.
5. 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.

1. 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.

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:

1. You receive an invoice/payment invitation with an expiration date.
2. 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.
3. Shortly after that expiry date, you will receive a first real reminder from us to remind you of your outstanding bill.
4. 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.
5. 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.
6. 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.

When you don’t pay your internet subscriptions in time, you will eventually be put on minimum service which will prevent you from using your services as before: you surf as fast as they did in the nineties, which is very slow.

Of course, these are not pleasant perspectives, but don't worry: we will always send you reminders by text and email in time, that way it doesn't have to get that far. 😉

What can you do about it?

We advise you to pay your invoice as soon as possible through your My Viking account:

• If you pay through an automatic payment method, your blocked services will be reinstated after 30 minutes.
• If you pay by bank transfer, please note that it takes 3 to 5 business days for such a payment to be processed in our system.

1. Press the button on the side of each PLC for at least 12 seconds, until the indicator light goes out.
2. Unplug both PLCs and remove the cables.
   
   
3. Reconnect both PLCs to 2 power sockets, preferably in the same room and even in the same circuit. Wait for 45 seconds.
4. Finally, press the button on the side of each PLC for 1 second. Wait until the indicator light is permanently white again.
5. Within two minutes, press the side button of the second PLC for one second. The indicators on the two PLCs will blink and then become white and steady again. Disconnect the PLCs.
   
   
6. You can now move the PLCs to the power outlet of your choice.
7. If possible, connect the power supply of your modem to the PLC or a power strip connected to the PLC. Do not connect the PLC to a power strip.
   
   
8. Reconnect the Ethernet cable from the PLC to your modem.
   
   
9. Reconnect the second PLC in the room of your choice.
10. If possible, connect the power supply of the device to the PLC or to a power strip connected to the PLC.
    
11. Wait until the indicator lights are constantly on, then test your Internet connection again.

Since the end of April 2023, we started rolling out our new Internet Box modems. The big difference between the B-box 3 modem and the Internet Box modem is that you will be able to change the settings of the Internet Box via My Viking.

B-box 3

Internet Box

Internet Box+