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How can I get in contact with Mobile Vikings?
Want to know how to get in contact with Mobile Vikings?
- Email: you can reach us by sending an email to info@mobilevikings.be.
- Phone: we are reachable by phone on workdays from 9:30 until 16:00, via 1976 or 0456 19 19 76.
- Webform: fill out our form.
- 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
How do I activate my 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.
I deleted my eSIM by mistake. What do I do now?
No problem! Through these steps, you will soon be off with a replacement eSIM:
- Request a replacement eSIM through your My Viking account.
- Immediately after placing your order, you will receive an email containing an activation code for your eSIM. Through the red button in the email you activate your new eSIM.
- Once activated, you will receive a second email containing a QR code. It is important to scan this QR code only through your phone's settings, not directly through the camera app.
Still uncertain? No problem! Use the configuration wizard to activate your eSIM profile: simply select the brand and model of your device and you're good to go!
Make sure your phone is connected to wifi before scanning the QR code.
Do I have to choose Superfast Internet if fiber is available at my address?
No, you don't! If fiber is available at your address, we will install your internet via fiber regardless. This way your installation will be future proof.
In a few years fiber will be available all over Belgium, gradually the copper lines will disappear. Don’t worry, if you don’t want to use Superfast internet, we can make some changes behind the scenes, this way we don’t need to perform a new installation. So you can freely choose which tariff plan you want. 🙂
Do I have visual voicemail on my phone?
Let's briefly summarise which phones visual voicemail will become available for:
- For iOS: all phones with iOS18 or higher
- For Samsung: all phones that receive Samsung updates, and that have the latest Samsung update installed rolled out during 2024
- For all other Android phones: all phones that use the Google dialler app (and not a custom build), that receive Google dialler updates via the Google Play Store, and that have the latest Google dialler update installed
When will visual voicemail be available?
From April 2024, we will start the automatic rollout of visual voicemail for the various Android phones. From autumn also for iOS devices, for which we depend on Apple. If you prefer to use classic voicemail, you can of course switch visual voicemail off.
It's quite a challenge to provide a concrete timing: we do not only have to follow the pace of Apple (for iOS) and Google (for Android), but also that of manufacturers such as Apple, Samsung, Google,... As soon as visual voicemail is active for a specific phone number, we will of course inform you personally.
How can I change my personal information?
You can change your personal information including your name, address and email address very easily via your My Viking account on the website. You can't change your personal information via the app, you will be redirected to the website.
SIM card identification: How do I identify myself for my SIM card?
You can identify yourself by doing your next payment with Bancontact, VISA of MasterCard. The law dictates this identification has to be repeated within 18 months following this first identification.
If you set up an automatic payment method or an SMS payment method with a foreign bank account, you won’t be able to activate a prepaid SIM card. Your first payment and the control payment after 18 months always have to be done with a Belgian payment method. For the other payments, you can use any payment method you want.
To check the status of your identification, go to My Viking.
How can I activate mobile data (4G/5G) on my smartphone or tablet?
If you have a device that supports 4G and/or 5G and you are in a 4G/5G zone, the only question remaining is how to activate this. The settings can vary slightly, but the following steps apply to most devices:
- IOS: Settings > Mobile data > select "Enable 4G", "Enable 5G".
- Android: Settings > Connections > Mobile networks > Network mode > select 5G, 4G, LTE or an automatic network selection.
Feel free to take a look at our configuration wizard. Here you will find various manuals, including how to set up and activate your mobile data.
If, despite configuring the correct settings and being in the right location, you are unable to activate mobile data, please contact our customer care team.
Then 5G is automatically turned off. You can easily turn this option back off.
- Android: Settings > Battery > Power save mode
- iOS: Settings > Battery > Power save mode
What are the costs for visual voicemail?
Visual voicemail messages use data: Wi-Fi or mobile data. For a 30-second message, this would be 28.35 Kb, or (brace yourself) 0.02835 MB. Which is very little data. If you don't have Wi-Fi or your mobile data bundle has run out:
- for mobile subscriptions: this will incur a minimal out-of-bundle charge of € 0.10/MB on your next payment invitation/invoice, unless you have set the out-of-bundle cost limit to € 0 for that particular phone number. In the latter case, you can also deactivate your visual voicemail and use classic voicemail.
- for prepaid cards: this amount will be deducted from your calling credit
How can I book an appointment for installation?
To finalise your order for internet at home, you book an appointment for the installation. After you have chosen your subscription, you book this appointment for the installation. It will be confirmed by e-mail, and you can manage it in your My Viking account on the website.
Two working days prior to your installation, we will send a confirmation SMS to the number you have provided us: either to your number or that of the contact person who will be present during the installation. On the day of installation, our installer will call the same number 30 minutes in advance to confirm. And don’t forget: the installer is from Proximus, so no need to panic. 😉
How do I cancel my subscription to internet at home?
You can do so in your My Viking account. Some important remarks about this:
- Your connection will be deactivated in the following hours.
- In the days following your cancellation, you will receive via e-mail a pro rata final invoice (= the normal monthly rate minus the period that your connection will not be active), or a credit note (= refund for the period that your connection will not be active) if you have already received your monthly payment invitation/invoice.
- You return your modem and/or booster via bpost within 2 weeks. You can find the shipping label in your My Viking account too.
- Any active mobile number(s) will not be cancelled because of this.
What speed can I expect from my internet connection?
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.
What is a Viking Clan?
Mobile Vikings with an active subscription can form a Viking Clan. Eligible subscriptions are € 15, € 20 and € 29. A Viking Clan consists of a minimum of 2 and a maximum of 4 Vikings. By forming a Viking Clan, all members receive an extra bundle of mobile data for free on top of their subscription each month for as long as the Viking Clan is active. The extra bundles being:
- Viking Clan of 2: 1 GB extra mobile data
- Viking Clan of 3: 2 GB additional mobile data
- Viking Clan of 4: 3 GB additional mobile data
Existing active Vikings can form a Clan of 2. To extend a Viking Clan to 3 or 4 members, the 3rd and/or 4th member of the Clan must be a new Mobile Viking. This can be a newly activated Mobile Viking phone number, or a phone number transferred from another operator to Mobile Vikings. In both of the above cases, they automatically become a member of the Clan to which they have been invited as soon as their subscription is active.
Please note: have you convinced a new Viking, which means you will receive 15 Viking points? Then you cannot add this person to your Viking Clan. Both advantages cannot be combined.
If you have a 85 GB subscription and become a member of a Viking Clan, you will also receive an extra data bundle to surf at full speed for a longer time. Without a Viking Clan, you surf at lower speed after 85 GB of usage, with a Viking Clan this happens later. For example: you have a 85 GB subscription and are a member of a Viking Clan of 3. Then you'll surf at lower speed after a consumption of 87 GB instead of the normal 85 GB.
More details about the terms and conditions of a Viking Clan can be found here.
Frequently asked questions about transferring your number to Mobile Vikings
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.
Where do I find the PIN and PUK code of my SIM card?
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] #
or
**04* [old PIN] * [new PIN] * [new PIN] #
Depending on your device, only one * is required before the code. Would you like additional information about your PIN code? Then you can always consult this article.
How do I change my PIN code?
You can do that in your phone's security settings.
If this function is not available, you can instead form and call the following code: (*)*04*[old PIN]*[new PIN]*[new PIN]#. Insert this code and press "Call".
(*) for some devices only one * is required before the code.
How do I activate a Global Data Pass?
Well, there are two ways:
- Purchase via your My Viking account on the website or My Viking app. Outside the EU, you logically need a connection to a Wi-Fi network for this.
- Purchase via SMS by texting the number 1984: ROAM250MB or ROAM1GB or ROAM3GB.
This activation method does not require you to be connected to a Wi-Fi network, unless you need to make a manual payment. Receiving and sending these SMS is free of charge.
How does the payment for a Global Data Pass work?
For Mobile Vikings mobile subscriptions, the Global Data Pass will be activated immediately and appear on your next invoice/payment invitation. To pay those, as always, your available Viking Points will be used first.
When using a prepaid card, you can pay for the Global Data Pass through your My Viking account on the website or in the app using available Viking points or credit. If there is insufficient credit or Viking points, you need to make a separate payment.
When purchasing via SMS, the payment will first be made via any available calling credit on your prepaid card. If there is insufficient calling credit available for a full payment, any Viking Points in your account will be used. If there are insufficient Viking Points in your account for a full payment, your chosen payment method in your My Viking account (Easy Payment) will be used for the remaining amount. If you do not have an Easy Payment method set up in your account, you will have to make a separate online payment via Mobile Vikings' available payment methods. For this, outside the EU, you will need a connection to a Wi-Fi network. If you place your Global Data Pass order via SMS, you may not be able to complete the order via SMS because you have not set up an Easy Payment method. In that case, you will need to place the order via your My Viking account on the website or My Viking app.
What is a Global Data Pass?
As a Viking, you can acces mobile data in various countries outside the European Union with a Global Data Pass. Without a Global Data Pass it is not possible to use mobile data outside the European Union, as we block this possibility to avoid high costs. This article tells you how to purchase and activate a Global Data Pass.
A Global Data Pass therefore allows carefree use of mobile data outside the European Union, in the following countries:
Albania, Australia, Brazil, Canada, Egypt, Faroe Islands, India, Indonesia, Israel, Japan, North Macedonia, Malaysia, Mexico, Montenegro, Morocco, New Zealand, Russia, Serbia, Singapore, South Africa, Switzerland, Taiwan, Thailand, Tunisia, Turkey, U.S. Virgin Islands, Ukraine, and the United States.
You can purchase the Global Data Pass for both mobile subscriptions and prepaid cards.
You can buy the Global Data Pass either for a mobile subscription or a prepaid sim card. You can choose between three options:
- For 250 MB, you pay 10 euros.
- For 1 GB, you pay 15 euros.
- For 3 GB, you pay 25 euros.
The pass is valid for 1 month from activation, regardless of whether you have used mobile data or not.
Global Data Pass completely depleted? No problem! You will receive a notification via SMS when you have used 80% of your bundle, and when your bundle is completely depleted. Data usage will then be blocked again. If you would like to continue surfing, you can activate up to 6 Global Data Passes per month, per number.
Please note that the Global Data Pass only covers mobile data usage and not call or SMS costs. Local rates apply for calls and SMS, which are mentioned in the SMS you receive upon arrival abroad or on our roaming page.
All terms and conditions of the Global Data Pass can be found on our website.
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.
- 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.
- 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.
- 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 sync light (WPS) 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.
- Turn the Wi-Fi booster back on and plug the power cable into a wall outlet. Be sure to check that the power button is properly pressed.
- 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.
- Synchronize the Wi-Fi of the Internet Box with the wifi booster. You do this by briefly pressing the WPS button of your Internet Box. The wifi 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 button and power button 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. Turn the Wi-Fi booster back on and plug the power cable into a wall outlet. Be sure to check that the power button is properly pressed.
- Does the positioning light not light up green? Then move the Wi-Fi booster closer to the Internet Box for better reception.
What is visual voicemail and how does it work?
With visual voicemail you get a convenient overview of your voicemail messages in a visual inbox on your phone. Similar to your email inbox, in other words.
Its main advantages:
- You decide which voicemail message you want to play first without calling 1933 and having to go through a long selection menu.
- You get a notification for each new message.
- For each voicemail message, you see the name of the sender, the date and time.
- From this visual inbox, you can easily delete a message, save it directly to your phone or even forward it.
- You can always turn visual voicemail off or on yourself via your phone's settings, or by calling 1933 (on iPhone).
- Your new messages also remain available via 1933. For new messages, you will no longer be notified via SMS, but via your phone app.
Visual voicemail messages use data: Wi-Fi or mobile data. For a 30-second message, this would be 28.35 Kb, or (brace yourself) 0.02835 MB. Which is very little data. If you don't have Wi-Fi or your mobile data bundle has run out:
- for mobile subscriptions: this will incur a minimal out-of-bundle charge of € 0.10/MB on your next payment invitation/invoice, unless you have set the out-of-bundle cost limit to € 0 for that particular phone number. In the latter case, you can also deactivate your visual voicemail and use classic voicemail.
- for prepaid cards: this amount will be deducted from your calling credit
When will visual voicemail be available?
From April 2024, we will start the automatic rollout of visual voicemail for the various Android phones. From autumn also for iOS devices, for which we depend on Apple. If you prefer to use classic voicemail, you can of course switch visual voicemail off.
It's quite a challenge to provide a concrete timing: we do not only have to follow the pace of Apple (for iOS) and Google (for Android), but also that of manufacturers such as Apple, Samsung, Google,... As soon as visual voicemail is active for a specific phone number, we will of course inform you personally.
Do I still have a SIM card number with an eSIM? Where can I find this?
Yes, an eSIM also has a "SIM card number".
iOS: you can find the SIM card number in the device in which the eSIM is used:
- Open ‘Settings’ > ‘Info’
- The SIM card number is displayed the same as the ICCID number.
Android:
- Do you have a subscription? Your My Viking account number is a replacement for your SIM card number.
- Do you have a prepaid card? Please contact our helpdesk.
What are the costs of an eSIM?
There are no costs involved in the request or activation of a Mobile Vikings eSIM.
Can I use an eSIM as a Dual SIM?
You can, as long as your phone supports a Dual SIM combination with an eSIM. Check this page to see if your phone supports eSIM.
Can I also watch TV live? Like Het Journaal, for example, or cycling?
Of course. Via the free apps or the channels' websites, you always have the option to watch broadcasts live.
Do I sign a contract at Mobile Vikings?
No, you’re not bound by a contract. You can come and go as you please, but we hope you’ll stay for a long time.
Still have questions? Take a look at our terms and conditions.
I can't call anymore. What do I do?
- First of all, reboot your device.
- Check your remaining calling credit or bundles.
- If you do not have a network connection, try connecting manually via the settings of your device. You can read here how to do this.
- Are you abroad? Then try selecting another provider and reboot your device. Also use the correct number format if you are abroad, for example +32 when calling a Belgian number.
- Are you able to make outgoing calls, but unable to receive any incoming calls? Find out what to do when you're unreachable.
Went through all the steps above and still can't call? Contact the helpdesk using the free number 1976 or contact us via the web form.
Tip! Trouble calling inside or outside your home is a thing of the past thanks to VoLTE & VoWifi. Thanks to these technologies, you can use your mobile data connection or Wifi signal to make calls. You can find more info here.
How do I sign up for a subscription?
With just a few clicks on our website. There are three options:
Order your SIM card with subscription. Make your choice and follow the steps!
Order your SIM card with subscription. Make your choice and follow the steps! Make sure you have the necessary information at hand about your current provider!
You do this via My Viking. You can choose to do so immediately, or when your calling credit reaches € 2.50 or less. In both cases, any bundles you have when you switch remain valid until their expiry date, and your remaining calling credit expires.
The law only allows adults to take out a subscription. Of course, an adult (a parent or the legal guardian) can take out a subscription that will actually be used by a minor. However, the adult still remains responsible for the agreement they entered into. Want to do this? Contact our helpdesk!
Does visual voicemail also work outside of Belgium?
Visual voicemail works within the EU, just as it works in Belgium. There are no extra costs for using visual voicemail within the EU: you use your bundle of mobile data to do so. More info on any costs can be found here.
Outside the EU, we block the use of mobile data by default to protect you from high costs. So if you can't find Wi-Fi for your visual voicemail, you can always opt for the advantageous Global Data Pass: that is a bundle of mobile data for use outside the EU.
How do I replace a physical SIM card with an eSIM?
You can request your replacement SIM card for free via SIM card settings in your My Viking account. Do you have multiple Mobile Vikings numbers? Then first choose the SIM card you want to replace with an eSIM. After requesting your eSIM, you immediately receive an email with the necessary instructions to activate it. In this article we explain how to activate your eSIM.Check out other useful articles about the eSIM here.
Can I also get a TV subscription with Mobile Vikings?
Mobile Vikings does not offer a subscription to digital TV. Most of the content available via digital TV today can be easily watched online. Think VRT MAX, VTM GO, GoPlay, or the websites of most of the TV channels. For Eleven, streamz or Disney+ for example, you don't need digital TV anymore either. 😉 That's exactly why Mobile Vikings internet at home offers unlimited volumes: you surf, stream and game as you like.