If you purchased your handset from Virgin Mobile it may be network locked to Virgin Mobile.
This means the handset will not accept another provider's sim cards until the handset is network unlocked by entering a special unlock code which is provided by Virgin Mobile.
Requirements for unlocking your handset:
If you are a Prepaid member and would like to network unlock your handset all we ask is that you have topped up your service with at least $80.00 of recharge credit (not counting your original included credit) since you first activated your service.
You can confirm the amount you have topped up with by logging into My Account and selecting 'recharge history'.
If you have not yet topped up with $80.00 you will need to add more top-ups to your service so that your total recharges (not counting your initial included credit) equal at least $80.00. Don't worry, we won't take this credit as a charge to unlock your handset, you'll get to keep and use your credit.
Click here for top-up options
Click here to log into My Acount and top up with a Credit Card or Voucher.
Requesting the unlock code:
If you have already recharged with the required $80.00, please contact the Customer Service team online here or by calling 1300 555 100 and let them know you want to network unlock your handset. The team will provide you with a network unlock code and the steps to enter this code into your handset.
If you call us to request your unlock code please call from a different phone as it is usually not possible to unlock the handset during a call.
Which details will you need?:
To ensure we get your Unlock Code to you as soon as possible please have the following details on hand (or include these in your email):
How long will it take?:
If your handset is relatively new we may not have been supplied with the Unlock Code just yet.
In these cases, when you contact us, we will get in touch with the manufacturer to request the unlock code. This can take up to 7 working days so if you need to unlock your handset in a hurry, eg to take it overseas, please allow enough time for this when you contact us to request the unlock code.
For all contact methods and opening hours, please click here
If you are a Postpaid member and need to network unlock your handset please contact our Customer Service Team via email or by calling 1300 555 100, providing the following details:
Please note: there are other types of 'unlocking' issues you may experience with your sim, service or handset.
If you need a PUK code, click here
If you have forgotten your six-digit account pin, click here
If you see a sim card error on your handset screen, click here