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Dan proberen wij die te voorzien van een antwoord. Staat dat er niet tussen? Check dan onze volledige FAQ.
Naar de FAQBy 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.
You can identify yourself by doing your next payment with Bancontact, MasterCard, VISA, or PayPal. 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.
Did you get a call or text from an unknown number, out of the blue? Don't just call back. It might be a case of Wangiri fraud.
What is Wangiri fraud?
Wangiri fraud is a type of telephone fraud. The goal is to get you to call (back) a paying number, and then keep you calling as long as possible. The longer the call, the more money they make. So for example, you might hear:
- A recording of a telephone ringing, so you think they haven't picked up yet;
- the sound of the connection being broken, so you think you have already hung up;
- that you have won a prize and must hold to collect it.
How did they get my number?
Wangiri fraud is usually automated. Thousands of random numbers are called simultaneously, in the hopes that real numbers will be reached. You receiving such a call or text doesn't mean your number has been leaked or compromised.
Can Mobile Vikings block these numbers?
Unfortunately not, so always pay attention if you receive a call or a text message from an unkown foreign number (e.g. + 252xxxxxxx, +37 xxxxxxx, +88 xxxxxxx). Depending on your device, you can block a number that contacted you.
1 calendar month, starting from your most recent top-up. For example, if you top up on 8 November at 12.35 am, your bundle will remain valid until 08 December 12.35 am.
Context
We define one calendar month as the period starting on a specific day of a month until the same day the next month. A calendar month can, therefore, be 28, 29 (in leap years), 30 or 31 days long. Another example: if you top up in March, your bundle will be valid for 31 days. If you top up in April, your bundle will be valid for 30 days.
And my remaining calling credit?
If you have any calling credit left, it will be transferred to the next month and added to your next top-up. Calling credit from a top-up is valid for 6 months and then expires.
What happens after a month?
If the month is over and you haven't topped up yet, you'll be calling, texting, and surfing out-of-bundle and the out-of-bundle rates will apply.
Your calling credit expires after 6 months. You will receive a notification by e-mail about one month before your credit expires.
When you're almost out of calling credit (= when you've used 80%), we'll also let you know, by email and SMS.
Your SIM card can be topped up via your account by clicking on the red button 'Top up SIM card' (displayed at the top of each page) or via 'Top-up' in the My Viking app. Use one of the following methods to top-up:
- Bancontact
- Payconic by Bancontact App
- Mastercard or Visa
- Text: send a text with the message "SIM TOPUP" to 1984. Before you can do so, you must set up a payment method.
- Automatic top-up: top-up your SIM card automatically when the calling credit drops below a certain amount. Before you can do so, you must set up a payment method.
- Viking Points: top up your SIM card with Viking Points. 1 Viking Point equals € 1.
- Paypal: you can create a PayPal account via the Paypal website.
Using these payment methods the calling credit will be on your SIM card almost instantly.
Tip: if you think a top-up went wrong (if you suspect that the money will be taken from your account, but no calling credit will be added to your SIM card), reach out to our helpdesk before making a second payment. This will avoid that a second top-up is registered on the same day.
Combining payment methods: Your Viking Points can be combined with another payment method to top up your SIM card.
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, ...
Trouble with your mobile internet, 4G, or surfing abroad? Follow the steps below to solve your issue.
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.
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.
No, absolutely not! Do keep in mind that if you decide to switch immediately, your new bundles will be added immediately and that you’ll also be charged for them immediately.
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.
Very Easy! Just go to your HelloFresh account via the Viking Deals to link your account with your unique voucher code.
More details:
- When you click through to the HelloFresh Deal for existing customers you'll get your unique code.
- Fill in this code once you've logged in to your HelloFresh account.
- You'll receive 3 Viking Points per box for your next 4 boxes (up to 12 Viking Points total). You'll get these Points between the first and tenth of the month.
- You'll also get a € 10 discount on your next HelloFresh box!
Easy peasy, in other words. Enjoy your Viking Points, and the yummy food!
If you cannot connect to the local mobile internet immediately, go over this checklist before you do anything else.
- Restart your device several times as soon as you arrive abroad.
- Try to establish a connection with the different local networks manually through your device settings. One network may provide a more stable connection than another.
- Check whether the option 'data roaming' is enabled in your device settings. This will usually be available in the 'Mobile networks' menu.
If you have a device that supports 4G and you are in a 4G zone, the only question remaining is how to activate 4G. The settings can vary slightly, but the following steps apply to most devices:
- Apple (iPad, iPhone 5, 5s, 5c, 6, 6 Plus): Settings > Mobile data > select "Enable 4G".
- Samsung (Android): Settings > More settings > Mobile networks > Network mode > select 4G, LTE or an automatic network selection.
- HTC (Android): 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.
- Windows Phone: Settings > Mobile networks > Highest connection speed > LTE.
If, despite configuring the correct settings and being in the right location, you are unable to activate 4G, please contact our customer care team.
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.
You can't order a SIM card without a Belgian payment method.
Because we’re not allowed to activate your SIM card until we’ve confirmed your identity (= validated all of your data and documents) by having you carry out a payment with a Belgian payment method. If we come across an error or an irregularity, we won’t be able to activate your SIM card.
You can. Up to 16 GB there are no additional costs for the EU.
Your usage within Belgium isn't included in this 16 GB: only what you use outside of Belgium is. If you use more, every MB used in the EU will be charged at € 0,003/MB. If you use over 20 GB during your bundle period, both within Belgium and abroad, you'll be able to continue surfing at a reduced speed of 512 kbps.
Outside the EU, the normal roaming rates apply, and you can’t use your Unlimited data bundle.
Note: until 24/12/2020 you can use up to 14 GB at no extra cost. Between 24/11/2020 and 24/12/2020 we will adjust this for all subscriptions when your bundle is renewed.
Possibly, if your usage isn’t included in your bundle. This also goes for the Unlimited subscription (e.g. international calls, or premium services). To avoid unpleasant surprises, we will update you once you’ve used more than € 10, € 20, € 30, € 40 of € 50 extra.
What kind of usage isn’t included in my bundle?
Usage outside of your bundle will be charged separately on your invoice or payment invitation. This happens if you:
- use up your active bundle and continue to surf or call before your new bundle is added. The rates are € 0.10 per MB and € 0.20 per minute.
- call or text to premium numbers. The rate is mentioned with the number.
- call or text a foreign EU-number. The calling rate is € 0.22 per minute, texts are € 0.07 per message. We’ll be lowering these rates as of May 2019.
- call or text a foreign number outside of the EU. The calling rate is € 1 per minute, texts are €0.50 per message.
-
roam from a country outside of the EU. The rates depend on your destination, check them on our roaming page.
How can I change my out-of-bundle limit?
Do you want to reduce your out-of-bundle costs? In the My Viking app or in your My Viking customer zone on the website, you can set the out-of-bundle limit to € 50, € 25, € 10, € 5 or even € 0 per subscription.
If your limit has been lowered to € 0 and you've exhausted your subscription bundle, you will no longer be able to use services that are not included in that bundle by default, such as international calls and SMS or premium services.
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.
Call your number from any other device. The moment you hear the voicemail message, press the asterisk. Next, you enter your phone number followed by your voicemail PIN, and you have access to your own voicemail.
If you pay your invoice or payment invitation online (using Bancontact, Visa, MasterCard, ...) the payment is processed immediately. When paying with bank transfer, it takes longer: up to five working days.
Do you have 5 minutes to spare? Because that's all it takes to order your Mobile Vikings SIM card! First of all, choose if you want to order a SIM card with a subscription, or a prepaid SIM card. Follow the steps on the page to finish your order. If you opt for a subscription, you also have the choice between an eSIM or a physical SIM card.
What do you need to transfer your current number?
- The number of your current SIM card,
- If you are under an existing contract, best to keep your customer number at hand too.
Your bundles are renewed the same day each month. If you started your subscription February 6th, your bundle is renewed March 6th, April 6th, etcetera.
Used up your bundle, and don't want to wait for your bundle renewal? Renew your bundle sooner yourself on the website, or in the My Viking app. Your new bundles are immediately added to your SIM card. They'll also be visible on your next invoice or payment invitation, as well as your previous bundles.
If you change your price plan, the day your bundle is renewed also changes. If you change your price plan February 26th, for example, your bundle is renewed March 26th, April 26th, etcetera.
It's very simple. Immediately after your order, you will receive an email with an activation code for your eSIM. Once you've activated your new eSIM, you'll get a QR code in the next e-mail. Scan the code with your phone and your eSIM will be installed.
With the Unlimited subscription you surf, call and text without limits for an entire bundle period. The calling minutes are valid to all fixed and mobile Belgian numbers.
In the Unlimited subscription the download speed in Belgium is lowered to 512 kbps when you’ve used 20 GB. This easily allows for email, or WhatsApp for example. As soon as your bundle’s renewed, you’ll surf at top speed again. If you want, in your account on the website or in the My Viking app you can renew your bundle earlier. This will then be shown on your next invoice/payment invitation.
What about abroad?
Up to a usage of 16 GB there, there will be no extra costs. If you use more data, every MB used in the EU will be charged at € 0,003/MB. You’ll do outgoing calls in the EU just like when you’re in Belgium.
Outside of the EU, the normal roaming rates apply, and you can’t use your Unlimited data bundle of calling minutes bundle.
In that case, please contact our helpdesk. On this page you will find all your options.
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 chat with one of our colleagues on this page. Or e-mail us, and we'll sort it out together.
0456191976. Vikings call 1976 free of charge.
Chat with us? On working days between 8.30 and 11.30 am & 1.30 and 4.30 pm.
Click on the chat button at the bottom of this page.
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.
- Use up your remaining calling credit and bundles first, as you can't transfer them to your new provider.
- Are you canceling a subscription? Then you'll receive a final bill.
- Are your contacts saved on your SIM card? Make sure that you copy them to your device first before switching SIM cards.
- If you terminate your number, you have 30 days to transfer it to another provider. If you don't, the number can no longer be recuperated.
- Not satisfied with your new provider? We'll welcome you back with open arms!
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).
Please note:
- 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).
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.
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.
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.
