VIKING CLAN

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.

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.

To become a member of an existing Viking Clan of 2 or 3 Vikings you have several possibilities:

You are already a Mobile Viking

In that case you cannot become a member of an existing Viking Clan of 2 or 3 Vikings, but you can start your own Viking Clan if you have an active subscription that's eligible. That's very easy, by the way. In your My Viking account on the website you will find your personal invitation link. You can send it to another Mobile Viking to form a Viking Clan of 2. Important to know: someone can become a member of a Viking Clan up to 7 days after activation of his/her subscription.

You are not a Mobile Viking yet

Then you have 2 options:

• You activate a new Mobile Vikings phone number with an eligible subscription (as of € 15). After your activation via the invitation link you received, you automatically become a member of the Viking Clan to which you have been invited.
• You transfer your existing phone number to Mobile Vikings and activate an eligible subscription (as of € 15). After your activation via the invitation link you received, you will automatically become a member of the Viking Clan to which you have been invited.

More details about the terms and conditions of a Viking Clan can be found here.

If you have entered the PIN code incorrectly three times, your device will require your PUK code. You can now use the puk1 code. After entering this PUK code you choose a new PIN code.

Do you want to change the PIN code? You can change it via the settings on your phone. 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.

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

1. Email: you can reach us by sending an email to info@mobilevikings.be. 
2. Phone: we are reachable by phone on workdays from 9:30 until 16:00, via 0456 19 19 76.
3. Webform: fill out our form.
4. Our FAQ: visit our Help & Support page.

Mobile Vikings is situated in Hasselt. Our info:

Mobile Vikings
Kempische Steenweg 309/1
3500 Hasselt

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

Do you have an eSIM? Click here. 

1. Visit www.mobilevikings.be/en/activation.
2. Enter the last four digits of your Mobile Vikings SIM card number.
   
3. 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.

Wi-Fi boosters are available for rent at €3/month. For this, you have to consult your installer for the installation. 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 contact our helpdesk and we will do the necessary. 

First, you need to remove the superfluous eSIM profile (from Mobile Vikings or another operator) from your old phone. Then, request a replacement eSIM from your My Viking account and follow the instructions in your email.

You can remove your eSIM by following these steps:

• Android: go to Settings > Connections > SIM card manager > Select e-SIM > Click on the indicator to disable e-SIM
• iPhone: go to Settings > Mobile Network > Mobile data > Select the subscription you want to delete > 'Delete mobile subscription'

In Belgium, 5G is already available in big cities and on the coast. With the help of our coverage map, you can see where you can currently surf on 5G.

Is 5G not yet available in your area? Then be sure to keep an eye on the coverage map. Together with Proximus, we are fully engaged in rolling out 5G in Belgium, which means the network is expanding every day. The goal is to make 5G available in 99% of the country by 2025.

Good to know: if 5G is not available where you are, your device will automatically switch to the best available network and you'll be able to continue browsing on that.

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: 

• 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

You will find the Easy Switch ID on your invoice or via your My Viking account. This also applies to other operators. Since the new legislation of 2/10/23, you will find both your customer code and your Easy Switch ID on your invoice and the online customer zone of your current operator.

It's very simple. Immediately after your order, you will receive an e-mail with an activation code to activate your eSIM. Using the red button in that e-mail, go to your My Viking account and enter the code there.

Once that's done, you'll get a second email with a QR code that you scan with your phone's camera or that you scan via the settings of your phone , and your eSIM will be activated.

IMPORTANT TIPS:

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

You can use Easy Switch to switch to Mobile Vikings internet at home. Important note: we don't offer landlines nor a TV subscription. So keep in mind that these will be terminated with your current operator, or will be covered by a new contract if you transfer mobile numbers and/or a fixed internet connection to Mobile Vikings. We therefore strongly recommend that you check your options carefully with your current operator. You can of course close your order without Easy Switch now, and contact your current operator to cancel your services there.

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

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

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

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

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

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.

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 have two options:

• 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.

Using this link you can check whether you can have Fiber installed at your address and book an appointment for the installation. See you soon? 😉

1. For a Viking Deal

After activating a Viking Deal you will receive a confirmation email within 24 hours of your purchase or booking. Your Viking points are then on hold. After that, you have to wait for approval from the Viking Deal partner before your Viking points become available. We get this confirmation as soon as:

• Your payment has been approved
• The exchange period or your stay is over.

How long does this take?

For a purchase, it takes about a month. For a booking, up to about 8 to 10 weeks after your stay

Have you been waiting for a long time?
In your confirmation email and in the My Viking app, you will see the expected date when your Viking Points should be available. Has that estimation passed, or were your Viking Points not put on hold? Then submit your purchase or reservation via our claim form. Depending on the partner in question, it will take 6-12 weeks to process your claim - this to take into account the exchange period.

2. When you brought in a new Viking

So you've brought in a new Viking. Wonderful! There are now two ways to get your well-deserved 15 Viking Points. Namely:

• That new Viking has a prepaid card. In that case you will get your 15 Viking points after his/her second top-up for which no Viking Points are used.
• The new Viking has a subscription. Simple: after his/her second paid invoice, your 15 Viking Points will be avaiable in your My Viking account. These invoices have to be paid without Viking Points.

In both cases, we will of course send you an email to let you know that your Viking Points have arrived.

Trouble with your mobile internet, 4G, or surfing abroad? Follow the steps below to solve your issue.

• Do you have an active bundle?

• Have your internet settings been configured correctly?

• Are you abroad?

• Wanna check whether your physical SIM card is broken?

Active bundle

Do you still have enough mobile data in your bundle?

Internet settings

It’s very important that you configure these settings correctly. In most cases, correcting these solves the problem. Go to our settings guides and look for your device. Did you receive your SIM card after March 15th 2021, and do you have an Android phone? Download the My Viking app! It will automatically configure your device for mobile internet, and you can use it to manage your SIM card. 🙂

Can’t find your device in the list? Then choose a similar device, the settings themselves are the same. If you have an Android device, pretty much any Android phone guide will do. But just to be sure, you’ll find the settings below:

• Name = Mobile Vikings
• APN = web.be
• Username = web
• Password = web
• Proxy = [leave blank]
• Port = [leave blank]
• APN-type = default,supl
• Authentication / verification type = PAP

Save your settings, toggle your flight mode on and off, and test your connection. If it didn’t work, reboot your device. That should do the trick. 

If you have an iPhone, please make sure VoLTE is disabled by going to settings -> Mobile network -> Mobile data options -> Calls and data -> 4G, VoLTE off

Abroad / Roaming

• Check whether you have roaming enabled
• Choose another available operator and reboot your device
• Switch between 3G/4G/LTE

Try this out in your device’s settings:

• Apple: Settings > Mobile data > select "Enable 4G".
• Samsung (Android): Settings > More settings > Mobile networks > Network mode > select 4G, LTE or an automatic network selection.
• Sony (Android): Settings > Wireless and networks > Mobile networks > Network mode > select 4G, LTE or an automatic network selection.
• Nokia (Windows Phone 8): Settings > Mobile networks > Highest connection speed > LTE.

More info about roaming

Wanna know whether your SIM card is broken?

• Could you try your physical SIM card in another device? If that doesn't work either, then the problem may be with your SIM card itself. Our helpdesk can then help you find another solution or replace your SIM card.

Yes, Roam Like at Home still applies within the United Kingdom. This means that you can use your SIM card in the UK as if you were still in Belgium, with no extra costs. 

The only exception? The Viking advantage. That's only valid within Belgium. You can check all rates via our roaming page. 

Viking Points are a form of currency at Mobile Vikings. 1 Viking Point = 1 euro. You earn them:

• 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. You use those to top-up, or to pay for your subscription.
  
  
• 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 or their second 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. 

The speeds listed are expected maximum speeds. For Unlimited Fast Internet over VDSL, these speeds are up to 100 Mbps download, and up to 40 Mbps upload, for Unlimited Superfast Internet via fiber up to 1 Gbps download and 500 Mbps upload. We will not do an installation if we see that we cannot offer you at least a 40 Mbps download speed. 

What exactly can cause the actual speed to be lower? Several factors influence this. On the network side, for example, the distance between your house and the street cabinet, how many installations are connected to the same line, ... Furthermore, things such as wiring in your house, location of the modem, the power of the processor on your PC, the number of devices that use bandwidth, etc have an impact as well. You can compare it a bit with a highway: in principle, you can drive up to 120 km per hour, but the condition of the road surface, other cars, and what kind of car you have, ... can cause you to drive slower than 120 km per hour.

On every new installation, a so-called DLM profile is active. This stands for Dynamic Line Management, a  process that checks and tests your line for several weeks after activation. After a positive evaluation, depending on the test results, your line speed can be increased. Please note that the DLM process is fully automated. It is a dynamic process on the current VDSL network. As an operator, Mobile Vikings has no influence on this process. The DLM process keeps on monitoring and testing your line to guarantee a stable line and full quality.

You shop online with our Viking Deal partners, earning back up to 15 % of your purchase in Viking Points. 1 Viking Point = € 1 = savings on your next invoice/payment invitation or top-up.

How does it work?
How many Viking Points do I get?
When do I get my Viking Points?
What if something went wrong? 

How does it work?

There are 2 ways to use a Viking Deal:

• Via the Viking Deal page on the Mobile Vikings website or in the Viking App.
  
  This page shows an up-to-date overview of all current partnerships. To activate a Viking Deal, you visit our partner via the red button.
  
  Important to know:
  • You have to be logged in to your Mobile Vikings account.
  • The Viking Deal won't be activated if you surf incognito or have an active adblocker. 
  • Make sure the 'do not track signal' option of your browser is switched off. 
  • There's no limit to the amount of Viking Points you can earn with the Viking Deals, as long as you have an active Mobile Vikings SIM card.
  • Compare prices? Do it before you shop! If you were to open a new tab or a different browser while you are shopping, our cookie will be overwritten with that of the new website. The partner will no longer know you're a Viking, and you won't get Viking Points. 🙁

• Via the Viking Deals plug-in.
  
  Never want to miss a Viking Deal? Our plug-in notifies you when you're browsing one of our partners' webshops, so you'll never miss another Viking Deal again. You simply click the notification to enable the Viking Deal, and you'll 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 it for Chrome,Firefox and Safari. Please keep in mind that the plug-in doesn't work for Aliexpress, bol.com or Coolblue.

How many Viking Points do I get?

The amount of Viking Points you'll earn depends on the Viking Deal, and is always mentioned on the specific partner's page. If it's a percentage of your purchase amount, this is always calculated based on your purchase total excluding VAT, service costs, and shipping costs. You will not get any Viking Points if you buy a voucher or a gift card.

When do I get my Viking Points?

You'll get a confirmation of your purchase or booking within 24 hours. At this point, you'll see the points on hold in your Viking Points overview. They'll stay on hold until the purchase or booking has been handled. 

• For a purchase, you'll receive your Viking Points after the exchange period has passed, usually about a month.
• For a booking, you'll receive your Viking Points about 8 to 12 weeks after your actual stay. 

What if something went wrong?

Have you been waiting very long, or were your Viking Points not put on hold? Submit your purchase/reservation through our claim form.

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.

By choosing a new number when you order your SIM card. First of all, choose if you want to order a SIM card with a subscription, or a prepaid SIM card. Then, check that you want a new number and follow the steps to finish your order. 

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, 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.

There is no catch. When you shop at one of our partners via Mobile Vikings, we get a reward. We don’t keep that reward, but forward it 100 % to our Vikings. 

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.

Has your phone been lost or stolen? You can request a new SIM card and block the old one via My Viking. You can also block your device. To do so, you need its IMEI-number which you can find on your invoice or its packaging. 

With the My Viking app, your life as a Mobile Viking will become a lot easier. This is what you can do with it:

• Check your balance and usage
• Top up your SIM card or renew your subscription
• Use Viking Deals and save on your phone bill
• Switch to a different rate plan
• Check and manage your Viking Points
• Search our FAQ if you have questions
• Contact the helpdesk

To use the Mobile Vikings app, the only thing you need is a Mobile Vikings account.
Download it here:

iOS: iOS 10.
Android: Android 5.0.0

No, this isn’t required. You should only identify yourself again if you’re asked to do so, or every 18 months via payment through a Belgian bank account.