Updated 24th March 3:53pm What's the update? The issue previously affecting service changes has now been resolved. Any service change requests as listed below that were previously submitted may take up to 24 hours to complete. All new requests will complete as per normal timeframes. We apologise for any inconvenience that may have been caused by this issue. 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 Until this issue is resolved, you won't be able to perform the above either in My Account or by contacting us. 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.
My Account is Virgin Mobile’s online self-service portal, designed for customers. Virgin Mobile also offers a My Account Mobile App, available for download to iPhone and Android devices. My Account Functionality We offer heaps of self service options on our desktop version of My Account, like viewing your current Postpaid usage, topping up your Prepaid service via voucher or credit card, viewing and paying your current bill and more! Additional functionality: Activate your number, and swap your number to a new SIM Check your balance (Prepaid and Postpaid mobile) Add or remove a Data Pack (Prepaid and Postpaid mobile) Change your plan Port your number to us Turn International Roaming on or off Gift data to other Virgin Mobile customers Set up or update direct debit details Manage Auto-Alerts Add your Velocity number to earn points Register your credit card for Prepaid top ups or auto top ups, Update your PIN and contact details Retrieve your PUK code View your Prepaid usage history View your Prepaid mobile data usage Opt In to promotional material Change your mobile plan Check your commitment end date Request a payment extension Mobile App Functionality Our Mobile App lets you switch between multiple mobile services and manage your Data Packs. You can now also use the App to turn International Roaming on or off and even Gift Data to other Virgin Mobile customers. In addition to this, the App can be used to check your: Postpaid mobile usage, included value, excluded usage, rollover and data Prepaid credit and data balance Account balance and pay your bill Some App-etising facts Mobile data charges may apply to download the My Account App, though activity in the App (excluding bill payments) won’t count towards your included data usage; usage is zero-rated however the App can’t be checked offline The My Account App will store your log in details so you don’t have to enter your details each time Log in up to 12 Postpaid mobile numbers from the same or different accounts Your receipt of payment is emailed to you after we take a selfie of it using your phones camera
Our Charlestown store will be closing on Tuesday 28 March 2017, as part of a readjustment of our retail locations. 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 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 28 March 2017 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
UPDATE 12/03/2017 11:20AM: The issue with iMessage experienced by some customers is now confirmed resolved. If you switched iMessage off you can now switch it back on and it will be working as normal. We're currently investigating an issue where some customers in South Australia and the Northern Territory are unable to send and receive messages using the Apple iMessage service. Calls, Data and SMS appear to be unaffected. In the mean time, by switching iMessage off on your iPhone, you will be able to send and receive standard SMS messages as normal (standard SMS costs may apply, depending on your plan). You can do this by going to: Settings > Messages > switch iMessage to off We apologise for any inconvenience this may cause and we'll continue to update this article with further info as it comes to hand.
We will ask you to supply 100 points of ID to confirm your identity and eligibility for a New or Additional Service or if there is a problem gaining access to your Account. Sending 100 points of ID to Virgin Mobile To securely upload your documents for the purposes of an ID Check, please click here and select "Change Details". It will take up to 1 business day for your ID to be sighted and you'll receive an SMS notification once done. To securely upload your documents for the purposes of a Credit Check, please click here and select "Credit Check": When uploading your documents, please ensure they have been saved as a GIF; JPEG or PDF file that does not exceed 5MB. The information provided must be valid and clearly visible. Remember, if you can’t read the ID, neither can we. 100 points of ID At least 1 form of Primary ID At least 1 form of Secondary ID Combined ID points must equate to 100 points Refer to tables below for acceptable ID and points Acceptable Primary ID Identification document(s) must contain all of the elements listed below in order to qualify as Primary ID. Applicant’s Name Applicant’s Date of Birth Applicant’s Photograph Applicant’s Signature Points Type of Identification Validates Proof of Address* 70 Australian Driver's Licence** Y 70 Australian Learner's Permit Y 70 Australian Passport N 70 New Zealand Passport with valid proof of address document Y 70 Other International Passport with valid proof of address document - copy of travel visa must be retained and be valid for full contract period Y 70 Document for Travel to Australia (DFTTA sub class 200, 202 or 204) - must be provided with a VISA Documentation*** N 70 Proof of Age Card (also includes NSW Photo Card / VIC Keypass / 18+ Card / TAS Personal Information Card) AND Medicare Care If displayed 70 Australian Defence Force Driver's License N 70 Australian Boating License Y 70 Australian Shooters or Firearms License N 70 Armed Forces Services ID / Australian Military ID / Australian Police ID (State or Federal) N 70 Blind Citizens Australia Identity Card N 40 Proof of Age Card (also includes NSW Photo Card / VIC Keypass / 18+ Card / TAS Personal Information Card) If displayed * If the ID does not validate proof of address, a primary or secondary proof of address document must also be obtained. ** Expired QLD Driver's Licenses may be accepted where supported by a current License Renewal Letter issued by QlD TMR. *** Refugee Bridging Visa documents are not accepted and should not be submitted as a Passport. Note: Applicants who have recently moved within or to Australia (up to a max of 30 days) and have not yet updated their address on their Primary ID may provide proof of new residential address by way of a current Lease Agreement (must contain Real Estate and/or Property Owner's name and contact details) or a certified copy of the Title Deed. Either form must be in addition to required primary and secondary ID. NB - application will be deemed non-compliant if Lease Agreement or certified copy of the Title Deed is outside of the 30 day period allowed. Secondary ID Points Type of Identification** Validates Proof of Address* 30 Full Australian Birth Certificate (birth extracts acceptable if it contains a unique number) N 30 Australian Citizenship Certificate N 30 Australian Marriage Certificate N 30 Current Bank Statement or Online Statement**** of Account from an Australian Financial Institution*** Y 30 Current Australian Credit Card (Visa, Mastercard, American Express, Diner's Card) N 30 Medicare Card (Interim/Reciprocal Medicare Card is only to be accepted it submitted with a valid Passport N 30 Mortgage Documents Y 30 Current Other Financial Statement - Superannuation/Investment Portfolio Statement Y 30 Current Rates Notice Y 30 Current Rental Agreement / Bond Notice Y 30 Australian Pensioner Concession Card - Aged / Sole Parent / Disability Support / Carers Y 30 Health Care Card Y 30 Taxi License (with photo) - must be submitted as Self Employed with their ABN N 30 Working with Children card (Government issued) N 30 Current Australian Utility Invoice - Electricity, Gas, Phone, Water, Telecommunications****** Y 30 Valid Tertiary Student ID Card N 30 Current Vehicle Registration Y 30 University Resident Agreement Y 20 Current Australian Debit/ATM Card***** N 20 Private Health Insurance Card N 20 Australia Veteran Affairs Card / Repatriation Health Card N 20 Valid 'Medicare Card Number Advice' slip******* N * If the ID does not validate proof of address, a primary or secondary proof of address document must also be obtained. ** Current - most recent Statement or Invoice issued by the provider. If document is issued monthly, date of issued must be within the last 4 weeks. If issued quarterly, date of issue must be within the last 3 months etc. NB - will be deemed non compliant if review identifies more recent invoice was available at the time of application. *** Current Australian bank transaction or account summary listings may be accepted in place of a bank statement as long as the document contains the name of the (Australian) financial institution, the account number and the name and address of the account holder. **** Statement definition - a statement is a formal financial summary of all transactions occurring within a one (1), three (3), six (6) or twelve (12) month period for any type of account offered by a financial institution. The statement must contain the name of the (Australian) financial institution, the account number and the name and address of the account holder. Must be delivered via Australia Post or able to be downloaded from internet banking account. ***** ATM printouts are not acceptable under any circumstances. ****** Letters of Demand or Invoices showing overdue amounts are not acceptable. ******* 'Medicare Care Number Advice' slips must be an electronically printed slip (not handwritten) containing data you'd expect to find on a Medicare card (i.e. card number, names of all individuals covered by the card and the card expiry date). The slip must contain the Issue and Expiry dates of the slip itself and all print must be clearly legible - expired slips or faded / illegible slips must not be accepted.
Looking to cancel your mobile service? We have all the info you need below. Before you go Heading overseas? Why not take advantage of international roaming to use your service while overseas. If you are not in a commitment, you can move onto our $10 Back Soon Plan while you’re away. This will let you keep your number and ensures you have the service when you return. Contact us here to arrange this or find out more before you board that plane/ship! Looking to reduce your monthly bill? Take a look at our SIM only options for some amazing plans! Check out these Rewards and Benefits that only Virgin Mobile customers enjoy! Your mobile number You will need to decide whether you want to keep your mobile number or not. I want to keep my mobile number Transferring your mobile number to another carrier will automatically cancel your Virgin Mobile service. You will need to approach another provider and advise you wish to port your number from Virgin Mobile and they will organise this for you. I do not need my mobile number Cancelling your number means the number will be put into quarantine and cannot be retrieved or reactivated, and cannot be transferred to another provider. How much will cancelling cost If you are cancelling a prepaid service then any credit remaining on the service is forfeited. Your last invoice will contain pro-rata charges if cancellation occurs outside of your Billing-Cycle date. If you are still under contract then you will incur a phone payout for the remaining cost of the phone. If you have more than one service on your account, the final charges will be applied only to the service you have cancelled. The other service/s that are still active will be billed as usual. Final Bill Your final bill will have charges up to the day the service is active, which means the plan and included value will be pro-rated. For example, if you are on a $50 Plan with $500 included value and cancel exactly half way through your bill cycle, you will pay $25 for your plan and receive $250 of included value. You can view your final bill by logging in to My Account. How to cancel Contact us to organise the cancellation of your service. If you have a Broadband service, see how to cancel a mobile broadband service.
Our Warringah Mall store and Castle Hill kiosk will be closing on Sunday 19 March 2017, as part of a readjustment of our retail locations. 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 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 Sunday 19 March 2017 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
Looking for a change? If your plan is no longer working for you, you may consider changing to a plan that better suits your needs or you can an upgrade to a new plan if you are eligible. This article shows you how.
Our Mt Ommaney kiosk will be closing on Thursday 2 March 2017, as part of a readjustment of our retail locations. We are excited to let you know we will also be opening a brand new kiosk at Springfield on Monday 6 March 2017. 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. If you have any questions about this or any other issues, please get in touch and we'll be happy to help you out. Cheers, The Virgin Mobile Team
Our Mt Ommaney kiosk will be closing on Thursday 2 March 2017, as part of a readjustment of our retail locations. We are excited to let you know we will also be opening a brand new kiosk at Springfield on Monday 6 March 2017. 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 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 Monday 27 February 2017 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
We here at Virgin Mobile Australia know that one payment won't work for everyone, so we have a large variety of payment methods to suit everyone's needs. Our payment methods are direct debit, credit card, BPay and cash. Direct Debit Our stress free, time saving "set and forget" payment method. Two weeks after your bill is issued your bill will be automatically paid from your bank account or credit card; giving you plenty of time to review your bill before payment. See 'How to set up and update your direct debit' for more info. Credit Card Our credit card payment options allow you to pay your bill the way you want, when you want and any time you want. We accept Visa, Mastercard, American Express or Diners Club cards. Paying via credit card, debit card or a charge card will incur a 0.385% fee which is calculated on the total payment made. Online via My Account Use our simple online portal to make full or partial payments as well as take control of your usage monitoring, notification options, billing and contact details. Log into My Account Click Pay Now on the right hand side Enter your credit card details Click Pay Bill and you're done! Online via the Pay A Bill page You can now pay your bill quickly online without logging into My Account. This means you can also make payments to family or friends bills. . Visit the Pay A Bill page Enter your Postpaid phone number or account number Enter the amount you want to pay Enter your credit card details Click Make Payment and you're done! Click here to watch a video on paying your bill via this page. Mobile via My Account App Our latest payment option will allow you to make payments any-where any-time; our App will even let you know when it's time to pay with a reminder notification. Our App can even view your current usage, manage your data usage and monitor your Rollover (on select plans.) Log in to the My Account App If your bill is due, tap on "Your next bill has arrived" banner to view the balance Enter your credit card details and submit your payment Your receipt will appear once the payment has processed Bpay Pay your Virgin Mobile bills hassle-free from the security of your own bank. BPAY payments made Mon - Fri between 8am - 9pm will appear on your Virgin Mobile account within 4 hours. Payments made outside of these times can take up to 72 hours to appear. Check out the BPAY website for more information. Make sure you are registered for internet banking Log on to your internet banking site or call your phone banking service Select the BPAY or bill payment option and then follow the steps When required, enter the Virgin Mobile Biller Code (24406) followed by your 10 digit account number (starts with a 7 and is displayed on your monthly bill) Submit your payment and record your receipt number Cash Like to pay your bills in cold, hard cash? No problem; we've got you covered, simply drop by one of our retail stores with your bill and speak to our friendly staff. If you have been barred or suspended due to an overdue bill, your service will be reactivated within two hours of your payment being received. Register or log in to leave a comment
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 For security reasons, the My Account App won’t work on devices where the operating system has been modified (otherwise known as ‘Rooting’ or ‘Jailbreaking'). A modified device may have the ability to access information normally protected by the standard OS. To ensure our customer's information is protected we’ve made it so the app won’t work on modified devices. You can still check your usage, add data and pay your bill by logging in to the My Account website.
What is Data Gifting? Data Gifting lets you share your spare data with any other Virgin Mobile customer on a Postpaid mobile plan. And unlike other data sharing plans, it’s your call how much you give, when you give and who you give it to. So pay it forward to family or friends and make their data day. Am I eligible to gift data? All active Postpaid Mobile customers are able to gift data. How does it work? Gifting data is easy. Log into My Account or the new My Account Postpaid App (download the new App here: Apple | Android) In the App, tap on the menu button at the top left, in My Account click the Services tab Click Data Gifting Choose the amount you want to gift Click Next Enter the name and mobile phone number of the person you want to gift data to Click Next Read and accept the fine print Hit Send Data Gift The recipient will receive an SMS from you letting them know that data has been added to their service. Who can I gift data to? You can share your spare data with any other Virgin Mobile customer on a Postpaid mobile plan and even to other mobile services linked to your own Virgin Mobile account. Do I need the new My Account Postpaid App to gift data? Yes, you need to download the new My Account Postpaid app to share your spare data, and to see the data that your friends and family have shared with you. Why have you produced a new app? We’ve rebuilt the My Account Postpaid 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. You can find out more about the new My Account Postpaid app by clicking here. The new My Account Postpaid app is only compatible with Postpaid mobile services, so if you’re using a Prepaid service you should continue to use the existing My Account app. How will my gifted data be used? Gifted data will be used once included plan data, bonus data or any Data Packs have been exhausted, and can rollover if the receiver is on a Data Rollover plan. Will my gifted data rollover? It sure will if you are on a Data Rollover plan. Is there an expiry date on the gifted data that I receive? Gifted data will expire at the end of the recipient’s bill cycle. For example, if your bill cycle finishes on the 6th of each month and you received a gift on the 1st, you have 5 days to use it or lose it, unless you’re on a on a plan with Data Rollover. For customers on a Data Rollover plan, gifted data will rollover to your next bill cycle. What type of data can I gift? It doesn’t matter whether it’s bonus data, promotional data or even rollover, you can gift any data available on your service. Is there a limit to the amount of data I can gift? There are no limits to the amount you can gift, you can share as much or as little as you’d like. We’ll let you know when your gift will leave you with 250MB or less to help you better manage your data usage. Remember to only gift within your means as you will incur extra data charges if you run out of data on your service before the end of your bill cycle. Is there a limit to the amount of data that I can receive? Nope, there are no limits. Can I gift data to a Broadband or Prepaid service? No. You can only Data Gift to Virgin Postpaid Mobile customers. How can I keep track of how much data I’ve gifted? Keep track of how much data you have gifted through the Transaction History table in My Account. How can I keep track of how much data I've received? You can keep an eye on any received data in the Transaction History table in My Account or the Data Rewards section of the new My Account Postpaid App (download the new App here: Apple | Android). Can I decline a gift? Gifts cannot be declined. If you don’t need additional data you could consider re-gifting to another friend in data need. I’ve tried to gift data but received an error message. What should I do? Take a look at the error messages below to work out what went wrong: 'Something went wrong. Mobile Number is Invalid / Not active' Confirm that the recipient: is a Virgin Mobile Postpaid customer has an active service the number you entered is a 10-digit mobile number 'Recipient’s name is too long / invalid characters / invalid name' Confirm that you’ve entered the correct details: Recipient’s name can be no longer than 10 characters. Must be made up of A-Z or a-z characters Cannot contain numbers, special characters or spaces No offensive names or words Register or log in to leave a comment.
Updated 23rd January 2017 - Samsung press conference At 12pm (AEDT) today Samsung held a press conference to discuss the findings of their investigation into the Note7 incidents. For further information from the press conference, please click here. Updated 1st December 2016 – Australian network discontinuation As part of Samsung’s ongoing safety measures to recover all affected Galaxy Note7 devices, from 15 December 2016 customers still using the Samsung Galaxy Note7 will no longer be able to connect to the Optus mobile network to make calls, use data or send SMS messages. Customers will still be able to make calls to emergency services. We urge any Virgin Mobile customer still using their Galaxy Note7 to back up their data, power down their device and return it immediately to their place of purchase, or contact us to discuss their options. Samsung have confirmed that customers who exchange their Note7 for either the Samsung Galaxy S7 or Galaxy S7 Edge on a new 24mth contract can receive $250 credit against their account up until 22 December 2016. To read Samsung’s full statement on the Australian network discontinuation, click here. Updated 3rd November 2016 – New Software Update Samsung Australia has announced a new Software Update for all replacement Galaxy Note7 issued in Australia to be pushed out from Saturday 5th November. This software update will automatically download and install to all replacement Note 7 devices. This software update will limit the battery to a maximum charge of 60%. Updated 21 October 2016 - Travelling with a Samsung Note7 Multiple airlines have now prohibited passengers from carrying Samsung Galaxy Note7 devices on-board international and domestic flights for both carry-on and checked baggage. You will not be permitted to take a Galaxy Note7 smartphone on any flight, even if it is switched off. As per our previous update, if you have purchased a Samsung Galaxy Note7 (both original devices purchased before September 5 and new replacement devices), please contact us to discuss your options, or visit your nearest Virgin Mobile store, as soon as possible. Remember to back it up, perform a factory reset and turn it off before returning it to us. Updated 13th October 2016 - Samsung extend voluntary recall to all Galaxy Note7 smartphones Samsung Electronics Australia has announced it is taking the proactive and voluntary step to extend its current recall to all Galaxy Note7 smartphones in Australia, including those that were provided as replacement Galaxy Note7 smartphones. Customers who purchased a Galaxy Note7 (both original devices purchased before 5 September 2016 and new replacement devices) should back up their phone, perform a factory reset, power down their device and contact us to discuss their options. Customers are entitled to a refund of handset charges and can recontract to another handset on a new plan or cancel their contract, all without incurring cancellation fees. Customers who choose to recontract to a Galaxy S7 or Galaxy S7 Edge on a new 24 month contract will receive a total of $250 credit against their plan. When returning the Galaxy Note 7 device, customers do not need to return any of the original packaging or accessories, and the device can be in any condition.
The Community is your number one destination for help and support. We have a load of support articles and plenty of users looking to help answer your questions. We also encourage you to get involved by offering your expertise to other users in need. Get started by registering or log in if you’re an existing user. It’s been a long time coming, but at last we’ve updated our Help and Support Community! Not only does it look super swanky, but we’ve also added features to the site to make your time here simpler. Fun new look We’ve made changes to the look of the Community to make it more fun and exciting and removed unwanted clutter. Cool new avatars Select a cool new avatar to reflect your personality, below are examples of the new avatars and we have 20 more to choose from. Improved layout We’ve made it easier to find what you’re looking for with a new layout and new forums. View us on your mobile! We’ve optimised our page for mobile. Now you can check out our great Help and Support tips on the go! What's next? We have more cool and exciting features coming in the near future, so stay tuned! Feedback We’d love to know what you think of the new Community, so feel free to leave a comment below. We’re always looking at improving so your feedback is valuable to us. Cheers, Virgin Mobile
Our thoughts are with everyone affected by the devastating earthquake in New Zealand. As part of our commitment to ensuring our customers can contact loved ones, Virgin Mobile is offering free voice calls to New Zealand for all postpaid and prepaid mobile customers. Customers on postpaid are able to make free calls to New Zealand to check on friends and relatives from 12.01am 15th November, 2016 until 11.59pm 28th November, 2016 and for those on prepaid from 4.00am 15th November, 2016 until 11.59pm 28th November, 2016. There is a high volume of telecommunications traffic around New Zealand due to the earthquake and as such you may experience difficulties getting through. If you encounter a recorded message, busy tone or if the call goes straight to voicemail, please try again in a few minutes. Any customers who experience financial hardship as a result of the recent events in New Zealand are encouraged to contact our care team.
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 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 store locations, our Northland kiosk will be closing on Thursday 20th of October 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. You can also pop into your new nearest Virgin Mobile store at Epping 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
A message from the Head of Virgin Mobile to affected customers On 16 August, we experienced a technical issue with our voicemail service from 8.30am to 12 noon. This issue caused some of our customers who were attempting to retrieve their voicemails between those times to reach another Virgin Mobile customer’s voicemail instead. We messed up, and I’d like to personally offer you my sincere apologies for this incident. We have now fully resolved this issue, having identified the cause. Virgin Mobile takes the privacy of its customers very seriously and as a valued member of our family, I'd like to invite you to email me directly email@example.com if you have any further questions. Thank you very much for your ongoing support. Yours sincerely, David Scribner Head of Virgin Mobile Australia