Why is there a new app? We’ve rebuilt the My Account App from the ground up to improve the user experience, added some cool new features like Data Gifting and made sure there’s some room left for the future. Who can use it? The new My Account App is designed for Postpaid and Prepaid mobile customers. How do I get it? Download the app from the Google Play Store or iTunes Click Install Click Accept (if you are happy with the App permissions) Click Open when the app downloads & install has finished You will now be presented with the My Account app log in screen Enter your mobile number & 6 digit PIN Read the Terms of License & check the 'I agree' box Touch Add Service How do I log in to the app? Easy! Just enter your Virgin Mobile service number and your six digit account PIN. I've forgotten my PIN? Customers can reset your PIN online. I've locked myself out or I've entered my PIN wrong too many times. Help? Please get in contact with us here as we’ll need your details to unlock it. What can I do in the new app? Check your usage Keep tabs on your usage so you always know how much you’ve used and how much you’ve got left, with a summary of your data, calls and texts usage. Data gifting Share the data love by giving a buddy a data boost. Give as much or as little as you like to any other Virgin Mobile Postpaid customer. Click here to find out more. Adding and removing a service, switching services Touching the menu button at the top left hand corner of the screen and tapping on the mobile number will display an option to 'Manage Services' and once selected to ‘Add Another’ and ‘Remove All’. Once you’ve added a service, you’ll be able to manage that service’s usage just by tapping on the service number within the dropdown menu. Paying your bill Click here for the instructions to pay your bill via the app. Managing your data You can now add extra data on the go by tapping on the Menu button and selecting 'Data Packs'. You can also change or remove Data Packs as well. Switch international roaming on/off Not only can you turn roaming on or off within the app, you can also add a Roaming Data Pack and get data for use in 20 popular countries. Click here for more info on International Roaming. Check your prepaid balance and expiry date Keep tabs on your usage so you always know how much you’ve used and how much you’ve got left. See a summary of your data, calls and texts usage. Other features Our new app even has an Android widget, which means you can check your usage at a glance without even opening the app. App Compatibility iOS 8 and up Android 4.03 and up Register or log in to leave a comment.
Need to order a replacement SIM or swap your number to a replacement SIM? It's easy! First, you'll need to grab a SIM from your local store. If you're not sure what size SIM you need, check out this article. Contact us if you don't have any stores nearby. If you have upgraded to a new phone that takes a different sized SIM, one will be included with your order. Now that you have your new SIM, just log in to My Account to swap your mobile number to your new SIM. Swap your SIM You will need to back up your old SIM card’s contacts/details first, as the old SIM will stop working once you have activated your replacement SIM. Ensure you have your SIM number (ICCID) which can be found on your new SIM Log into My Account Make sure you've selected the correct mobile number to swap at the top right corner of the My Account page Insert your replacement SIM card into your phone Select SIM Swap under the Quick Links menu and select Next Enter the SIM number (ICCID) and click Submit You may need to switch your mobile phone off and on, though the new SIM will be active within 15 minutes to 4 hours, with the SIM PIN resetting to 0000.
As part of a readjustment of our retail locations, we'll be closing our Epping, VIC store on 26 April 2017. We want you to know we’ll do everything we can to help you out before and after these retail changes. No change to your service Absolutely nothing about your contract, plan or service is changing. You'll still enjoy all of the same benefits that you currently do as a Virgin Mobile customer. Ways to pay your bill We’ve still got you covered with lots of easy ways to pay your bill: Set up Direct Debit Download the My Account app for iPhone/iPad and Android Log in to My Account online Visit our Pay A Bill page Feel free to pop in any time before the store closes and we’ll give you 1-on-1 training on other ways to pay your bill and how to make the most of your service. Please note: we won't be able to process payments in-store from 23 April 2017. You can also pop into your new nearest Virgin Mobile store and speak to our friendly staff. If you have any questions about this or any other issue, please get in touch and we'll be happy to help you out. Cheers, The Virgin Mobile Team
As part of a readjustment of our retail locations, our Australia Fair and Indooroopilly stores will be closing. The Australia Fair store will close on Monday 1 May 2017 and Indooroopilly will close on Thursday 4 May 2017. We want you to know we’ll do everything we can to help you out before and after these retail changes. No change to your service Absolutely nothing about your contract, plan or service is changing. You'll still enjoy all of the same benefits that you currently do as a Virgin Mobile customer. Ways to pay your bill We’ve still got you covered with lots of easy ways to pay your bill: Set up Direct Debit Download the My Account app for iPhone/iPad and Android Log in to My Account online Visit our Pay A Bill page Feel free to pop in any time before these stores close and we’ll give you 1-on-1 training on other ways to pay your bill and how to make the most of your service. Please note: we won't be able to process payments in-store from 29 April 2017 for Australia Fair and 1 May 2017 for Indooroopilly. You can also pop into your new nearest Virgin Mobile store and speak to our friendly staff. If you have any questions about this or any other issue, please get in touch and we'll be happy to help you out. Cheers, The Virgin Mobile Team
Updated 12th April 2017 4:30pm What's happening? We're currently experiencing an internal system issue that is affecting service changes such as: SIM swaps Number swaps New activations Service reactivations Mobile number ports / transfers Due to this any of the above transactions that are submitted may not complete for 24 to 48 hours. We apologise for any inconvenience that may be caused by this issue. We're currently working to resolve this issue and will post further updates in this article as they come to hand. Check back here for the most up to date info.
Multiple Services under the same account number If you have multiple services under the same account number, when you link any of those numbers to your email address all the other services will be linked automatically. To manage those services in My Account, click on the dropdown menu on the right and choose the required service: Multiple services under different account numbers You can only link one account per email address. This means if you have multiple services under different account numbers you’ll need to use different email addresses for each of those accounts. Alternately we can combine those accounts in to one. Contact us if you would like to do this. If the accounts are in different names you can ask for a Change of Ownership. Primary and secondary account holders Secondary account holders can also register an email address and link their number to access My Account. You’ll receive a customised view of their service but won’t be able to make any changes like a Primary account holder can. You’ll need to register an email address and password and when prompted to link an account, enter your mobile number and 6 digit pin. If you encounter any troubles linking an account, contact us to sort it out.
We’re always looking at ways to make mobile better and that sometimes means upgrading our kiosk premises to create an interactive retail space where our customers can experience the Virgin Mobile brand and our products. The Virgin Mobile kiosk at Parramatta will be temporarily closed from the 9th of May, 2016 as part of a store refresh and the kiosk will re-open on the 15th of May, 2016. Kiosk Temporarily Closed From Re-opened From Virgin Mobile Parramatta 9 May 2016 15 May 2016 During the 6 day closure, we want you to know that we'll do everything we can to help you out at your nearest store which is: Virgin Mobile Castle Hill Castle Towers Shopping Centre Level 2 Kiosk 355b Castle Hill NSW 2154 No change to your service Absolutely nothing about your contract, plan or service is changing. You’ll still enjoy all of the same benefits that you currently do as a Virgin Mobile customer. Lots of ways to pay your bill Although you won’t be able to visit the Parramatta kiosk while it is temporarily closed, we’ve still got you covered with lots of easy ways to pay your bill: Download the My Account app for iPhone/iPad and Android Log in to My Account online Visit Pay A Bill online Visit any other Virgin Mobile store Contact us Please note, there may be a delay processing device repairs in-store prior to the kiosk temporarily closing. The timeframe for a repair will depend on the type of handset and the type of issue. You can track the status of your repair at any time by clicking here. We’re very sorry for any inconvenience this may cause you. If you have any questions about this or any other issues, please get in touch and we’ll be happy to help you out.
What's the deal? All eligible customers who sign up or upgrade on a $60 and above (24 month) Phone Plan (min. cost $1440) between 1 and 31 July 2016 will be eligible to receive the $100 Visa gift card. The card can be used wherever Visa is accepted! Easy hey? How do I use my Visa Gift Card? Once you’ve activated your Visa gift card, sign the back of your card and then you can use the card like a normal Visa card. There is no pin so when you use it in a store you just swipe it, choose CREDIT and sign the docket. When will my Visa gift card be sent? Your gift card will be sent to your billing address within 14 days of you activating your new service with Virgin Mobile. If you’re upgrading an existing service we will send it within 14 days of starting your new plan. Please allow for standard postage timings. How long do I have to claim my Visa gift card if I do not receive it? You have until 31 September 2016 to contact Virgin Mobile and confirm that you have not received your Visa Gift Card. We will then investigate and if you’re eligible, we’ll send you a Visa gift card in the mail. Do I need to activate the card? Yes. Once you have received the card, please visit www.universalgiftcard.com.au/virginmobile or phone the number shown on the card to activate your card. Please use the activation code we sent to your Virgin Mobile number and once you enter this into the site, your card will be ready to use within 30 minutes! What if I've lost my activation code? Please contact us to ask us for your activation code. How can I check my transactions or the balance left on the card? By visiting www.universalgiftcard.com.au/virginmobile and entering your card number and activation code. Merchants cannot do a balance enquiry through their point-of-sale system. When does my Visa gift card expire? Your Visa gift card will expire at the end of July 2017 as shown on the front of the card. How long do I have to activate my card? Cards need to be activated before the expiry date, 31 July 2017 as shown on the front of the card. Can I use my Visa gift card at an ATM? These Visa gift cards cannot be used at any ATM’s as they don’t have a PIN. If I return an item I purchased using my Visa gift card, can the refund be put back onto my prepaid card? Yes, the merchant can return funds onto to the Visa gift card, please contact the merchant directly to arrange. What should I do if my card is lost, stolen or damaged? Phone 1800 174 239 immediately to report a stolen card, so we can stop any subsequent transactions from being authorised. Or if you have lost the card and think you will find it again, you may take the precaution of suspending it by visiting www.universalgiftcard.com.au. (Remember to unsuspend your card after you find it.) If the balance on the card exceeds $15 at the time you report its loss, you may order a replacement card, which will be loaded with the balance of the lost / stolen / damaged card at the time its loss was reported, less an administration fee of $15. What if I have further questions? Please visit the Universal gift cards website for more info.
Ordering online is easy with Virgin Mobile! After placing your order you will be receive a confirmation email that will contain your order number. Order Numbers If your order starts with 'SA' we won't need any more info from you to fulfil the order. If it starts with a 'U' we will be in touch to confirm a few things. If you don't hear anything after 48 hours, contact us. Delivery Once a phone has been allocated to your order, you can track the delivery and view delivery and order info. Activation Once your new phone arrives, you will need to activate your SIM. If you're an existing customer, you will just need to swap your number to the new SIM.
We have some info on what might be the problem and what you can do to recharge your service as soon as possible. Credit Card Recharge Limits To help combat credit card fraud, we've set up limits for prepaid recharges made via a credit card: Monthly credit card limit of $200 A limit of one prepaid transaction per credit card within 48 hours $1000 credit card limit per 180 days Limit on how many credit cards can be used on one account If you receive a message advising you cannot recharge due to a credit card restriction, contact us so we can check your account and see if you're eligible to remove the limit. In order to do this, we may ask you to send us 100 points of ID to confirm your identity. Recharged with the wrong plan If you've accidentally recharged with the wrong plan, you can get back on the right plan by performing another recharge with the plan you actually wanted. Any bonus credit you may have had will be lost. Any real credit you have will rollover. Recharge not applied Have you recharged your Prepaid service but your balance has not increased? If so, we'll need you to contact us so we can check your account and find out why the recharge wasn't applied. Prepaid Inactivity If you do not recharge your Prepaid service with the minimum credit for a period of 180 days, your service will be cancelled and you will lose any rights to that Virgin Mobile service number and any remaining credit that you may have had at the time. Alternate recharge option - vouchers If you're unable to recharge with your credit card, you can use a voucher instead which are available at Virgin Mobile stores and major outlets.
Nuisance or unwelcome calls are calls or messages that can be offensive, menacing or harassing that are received on a regular basis. If you’re receiving these types of communications, there are steps you can take to stop receiving them. Important No action can be taken for calls or messages originating from overseas We can’t block individual numbers from contacting you You'll not be given any information regarding the source of the unwelcome calls Changing your number This is the quickest way to resolve nuisance or unwelcome calls. We can change your number without the $25 fee. See ‘How to change your mobile number’ for more info. Report to Police If you’re receiving phone calls that are life threatening, you should contact the police immediately. Request an investigation If you've encountered unwelcome communications along the following patterns then we may be able investigate further. Ten or more unwelcome calls or messages in a 24 hour period, or Three or more unwelcome calls or messages over a 3 to 5 day period Examples must be from the last 14 days for us to be able to run a trace, please note the exact date and time and if known the number you’re receiving communications from. If we’re able to confirm the unwelcome communications, a warning letter is sent to the leaser of the phone number in question. If you continue to receive unwelcome calls, you’ll need to contact us with more examples to run further traces. If they fail to comply after a third warning letter is sent, that person’s service can then be suspended or cancelled. Contact us once you have examples outlined above.
You can use an Advocate or appoint an Authorised Representative to communicate with us. Advocates Can be a friend or an interpreter You must be present and agree when they speak to us Is not authorised to set up or make changes on your account Authorised Representatives Must be properly appointed, simply contact us and we will send you a form If you authorise them to, can set up and make changes to your account on your behalf.
Once your order has left our warehouse you will be able to track it’s progress as it makes its way to you. Track your delivery Once your order has left our warehouse, you will be able to track the delivery at http://virginmobile.startrack.com.au/. Simply enter the order number (starting with an 'E' or 'SA') provided in your order confirmation. Helpful Tips: See StarTrack Transit Times for delivery timeframes based on your area Check out StarTrack Status Descriptions to understand what the delivery statuses mean What should I do if I can't locate my order? Before contacting us about your delivery, make sure that; A missed delivery card hasn’t been left in your letterbox, door step or reception area We haven’t sent you an email or SMS about your delivery Your expected delivery time frame has elapsed (if not we may still be working hard to get your delivery ready for you) Can I cancel or return my order/delivery? We begin processing your order as soon as it is placed, once your order progresses it may be too late to cancel. However once you’ve received your order, you can return your purchase within 10 days, provided your return is in accordance with Virgin Mobile’s Fair Returns Policy To learn more about the delivery of your order and see some helpful FAQS see Delivery and orders.
Virgin Mobile Australia is a proud subscriber to the National Emergency Warning System, ensuring our customers receive a location-based warning by emergency services alerting them if they’re in an area affected by an emergency. Emergency Alert Emergency Alert is the national telephone warning system used by emergency services to send voice messages to landlines and text messages to mobile phones within a defined area, about likely or actual emergencies. In the case of an emergency, you may receive a voice message on your landline or a text message on your mobile phone. If you receive an Emergency Alert and want more information, follow the instructions in the message or find your local emergency service on this website. VMA hardship policy Virgin Mobile Australia has policies in place to support bushfire victims and their families, and we would encourage any impacted customer to contact us to discuss opportunities for support and assistance.
4G is the latest evolution of Australia’s mobile phone network and is short for '4th Generation'. You can activate 4G by dialing 275 from your phone. If you’ve got a 4G compatible phone, you’ll be able to move seamlessly and automatically between both 4G and 3G. The main things to know about 4G are: It’s superfast. Spend less time waiting for pages, videos and other files to load, and more time enjoying the stuff you love. It’s getting bigger. The Optus 4G Plus network is planning to cover 90% of the population in Oz (including 200 new regional areas) by April 2015. It’s getting stronger. The new (700MHz) 4G spectrum means you’ll have a better data experience on your phone whilst indoors at home or in the office. It’s even more reliable. With more capacity being added, more people will be able to use the network at the same time, improving everyone’s experience. Using the Optus 4G Plus Network To use the Optus 4G Plus network you will need 4 things A 4G Phone (check our range) 4G Plus Coverage (check our maps) Call 275 and press '2' to enable 4G on your service Check your phone's APN setting is YESINTERNET 4G Devices To enjoy superfast speeds on the Optus 4G Plus network, you’ll need a 4G compatible device. With a 4G compatible device, you'll be able to access the Optus 3G network and the Optus 4G Plus network. Coverage will vary by device and location. When a 4G device is outside of a 4G Plus coverage area, it automatically defaults to the 3G network, and then the 2G network if 3G is not available. Find out more by checking the specifications provided with your device or the manufacturer’s website. Network Generation Broadcast Frequency 2G 1800MHz 900MHz 3G 2100MHz 900MHz 4G 700Mhz 1800MHz 2300MHz 2600MHz Note that all currently sold Virgin Mobile handsets are 4G compatible, EXCEPT the Samsung Young. Internet settings and data charges The 'VirginInternet' APN does not work on 4G and the 'YESINTERNET' APN can work on both 3G and 4G. The charging increments and extra data charges differ depending on the APN used. Make sure you have enough included data available or consider adding a Data Plan. APN Prepaid Postpaid YESINTERNET 12¢/MB and deducted in 1MB units 5.2¢/ MB and deducted in 1kb units VirginInternet $2.05/MB and deducted in 1kb units 5.2¢/ MB and deducted in 1kb units Data Use: 4G v. 3G Any piece of content you look at on your device involves the same amount of data whether you use 3G or 4G, it is simply faster to load using 4G. However, because 4G means that same piece of content loads much faster, you may find that you end up consuming more content as a result. In other words, because your browsing, streaming and online gaming is so much better with 4G, you may end up doing more of the things you love! If you prefer, you can just use the 3G network. Simply contact us and ask to switch off 4G for your service.
SIM not working or giving you an error? We've got some troubleshooting steps that might help! SIM Troubleshooting Steps Turn your phone off and on to reset the connection Check that the SIM card is inserted correctly Test another SIM card in your phone to see if the problem lies with your SIM card Try your SIM card in another mobile to see if the problem lies with your mobile If you're still getting an error message after these steps, contact us so we can help further. PUK Codes If an incorrect PIN has been entered into your phone three times, you'll have 10 attempts to enter your PUK Code. You can find your PUK Code in My Account. Contact us if you have trouble finding your PUK Code, or if you need us to arrange a new SIM. You can also order a replacement SIM online or pick up a SIM from your local store.
What's the offer? New, upgrading and existing customers on Postpaid Phone and SIM plans valued at $40 or higher can now stream music with no data charges on Spotify, Pandora, Google PlayTM Music, and iHeartRadio. Customers can stream in Australia until 31 January 2018 and up to 512kbps. Our Fair Use Policy applies. How do I get it? Customers activating or upgrading to a new Postpaid Phone or SIM plan valued at $40 or higher will receive this offer as part of their service. Existing customers on a Postpaid plan valued at $40 or higher can add the offer to their service by logging into My Account or contacting us. I'm a prepaid customer or on a plan less than $40 per month, what do I do to get the offer? Just upgrade or switch to an eligible Postpaid Phone or SIM plan valued at $40 or higher. When does the offer end? Customers can stream in Australia until 31 January 2018. What's not included? Only audio music streaming is data-free when streamed through the participating apps on your mobile phone. The following will incur data charges: Music streaming via any websites Music streamed via 3rd party providers Song downloads Data tethering Video content Non-music content such as album art, ads, authentication and app analytics Data charges may apply to download participating apps. Do I need to worry about streaming more than 512kbps? No, as long as you are streaming music through one app at a time. Streaming more than 512kbps may result in your service speed on the app/s being throttled. Can I stream from a website instead of the app? No. If you stream music via the website of the music providers on your phone, this will incur data charges. Remember, Music Streaming data-free is only available on the selected music streaming apps on a mobile phone. What apps can I get data-free music streaming on? The included apps are: Spotify | iOS / Android Pandora | iOS / Android Google PlayTM Music | iOS / Android iHeartRadio | iOS / Android Streaming services may require paid subscription fees and may not have apps available on all mobile operating systems. Listed streaming services are subject to change at any time. How will I know if I've got it? You can see Music Streaming in My Account and on your bill. It won't be visible in the Virgin Mobile My Account App. Can I get the offer if I tether my service to another device? No. Music Streaming data-free isn't available on any kind of tethering or WiFi hotspots. If you do tether and use your mobile to stream music, it will incur data charges. Does the offer include Mobile Broadband or Prepaid? No. Our music offer is currently available on eligible Postpaid mobile plans only. Can I stream music data-free when I'm overseas? No. The offer is only for use in Australia. You will be charged roaming rates for data used with any music app overseas. Why is my included data being used? Only audio music streaming is data-free when streamed through the participating apps from your mobile phone. The following will incur data charges: Music streaming via any websites Music streamed via 3rd party providers Song downloads Data tethering Video content Non-music content such as album art, ads, authentication and app analytics Data charges may apply to download participating apps. When will I get it? Music Streaming may take up to 20 minutes to be applied to your service from activation or plan change. If you add it via My Account or through us, it will be active immediately. I don't want to use music can I remove this from my plan inclusion? You won't be able to remove this inclusion from eligible plans. However if you don't use it your plan won't be affected, and it'll be there if you change your mind in the future. Register or log in to leave a comment
What is the update? The Guvera music streaming service has closed. We can confirm that we have another offer around music which is now available. Check out our Music Streaming Data-Free article for more information on this offer. What does that mean for the 1GB bonus? We can confirm Virgin Mobile is still committed to providing our Postpaid mobile customers with the ONE B1G G1G offer until 2nd November 2016. Customers who have already signed up and received the bonus 1GB, at least once, will continue to do so until 2nd of November 2016. You will receive an SMS on the first day of your next billing month when your bonus 1GB has been added to your available data. You will receive 1GB each month for the next two months but you will not receive another SMS each time the 1GB is added. To see if your 1GB has been added check your available data. How do I get the bonus 1GB? If you have previously received the bonus 1GB at least once, you will automatically receive a bonus 1GB on the 1st day of your billing cycle until the offer ends on 2nd of November 2016. Does the bonus data roll over? It sure does. If you’re on a plan that currently has Data Rollover then your bonus 1GB of data will also roll over. What if I don't get my data? If you meet all the criteria above then get in touch with us and we can investigate. How is my data used? As per our current rules around additional data, your 1GB bonus data will be used after your plan's Included Data allowance and before any Data Rollover. What if I have a Guvera subscription? Guvera will ask that you stop any recurring payments and Guvera will credit you back for your last month.
As part of a readjustment of our store locations, our Wollongong kiosk will be closing on Sunday 11th of September 2016. We want you to know we’ll do everything we can to help you out before and after that happens. No change to your service Absolutely nothing about your contract, plan or service is changing. You'll still enjoy all of the same benefits that you currently do as a Virgin Mobile customer. Ways to pay your bill We’ve still got you covered with lots of easy ways to pay your bill: Set up Direct Debit Download the My Account app for iPhone/iPad and Android Log in to My Account online Visit our Pay A Bill page Feel free to pop in any time before the kiosk closes and we’ll give you 1-on-1 training on other ways to pay your bill and how to make the most of your service. Please note: from Tuesday 6th of September 2016 onwards we won’t be able to process payments in-store. You can also pop into your new nearest Virgin Mobile store and speak to our friendly staff. If you have any questions about this or any other issue, please get in touch and we'll be happy to help you out. Cheers, The Virgin Mobile Team
Here are some ways to find your Virgin Mobile account number. My Account Log in to My Account Click on Change My Details in the Quick Links menu Your account number will appear in your profile Email bill notifications / Your Bill Your account number can be found on the email bill notification we send to you each month or on the bill itself. Contact Us Simply contact us and we'll find it for you. Need to make a payment? You'll need your account number to make a payment via BPay, check out more info on making bill payments. Thinking of moving on? Have you had a chance to check out the benefits and rewards that only Virgin Mobile customers can take advantage of? We're always looking to make mobile better with benefits such as Data Rollover, and Virgin family rewards such as 10% discounts on Virgin Australia flights. We'd love the opportunity to help you out, so please feel free to contact us with any concerns so we can lend a hand! Register or log in to leave a comment