Late yesterday afternoon (19th October), a number of existing and previously active mobile numbers on the Virgin Mobile network may have received multiple SMS messages from Virgin Mobile advising them that their bill was overdue. The messages were sent in error and did not relate to any existing or previous accounts. If you’re an existing customer you can check the current balance of your account at any time by logging in to My Account here. We are investigating why this occurred and will provide more information when we have it . In the meantime, we’d like to apologise for any confusion caused.
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.
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.
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.
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
What is Auto Data? Auto Data automatically tops you up with an extra 1GB for $10 if you exceed your included data. Any unused Auto Data will roll over to the next month. Auto Data is available on all new Postpaid Phone and SIM Plans. How does it work? 1GB for $10 will automatically be applied to your service when you exceed your included data. Any unused data will rollover to next month only and will be used once the next month's data inclusion has been spent. I'm an existing customer, why don't I just automatically get it? Auto Data is a feature of our new Postpaid mobile plans from 30 August 2016, so you'll need to move onto one of these plans in order to get it. The good news is you don't have to recontract for another 24 months or even upgrade – you can just switch to a plan of equal or higher value with Auto Data. Contact our service team if you’d like to switch. How do I know if I have it on my service? If you exceed your included data, 1GB will be added to your service and a $10 charge will be applied. You will see this charge as “1GB Auto Data Charge” in the Services tab under “One off Charges”. Will you notify me when you apply the charge? Yes, we will send you an SMS once we apply the 1GB to your service which reads, “Hi, you've used all your data this month, so we've given you 1GB Auto Data to use in Oz for $10. More info @ http://virg.in/autodata Contact us @ virg.co/info” How can I tell that you've applied it to my service? You will see Auto Data as a Data Pack on your service. If you already have a Data Pack, you will see the total value increase by 1GB: I'm on the last few days of my bill cycle, why can't I just pay for what I use? Extra data is charged by the GB on our new Postpaid mobile plans. Any unused Auto Data will roll over to the next month. Will you still send me usage alerts? We sure will. You will continue to receive usage alerts at approximately 50%, 85% and 100% of your usage. You may receive these notices more than once if Auto Data is applied to your service as your data balance will increase changing your overall data allowance. For example: You have 5GB of included data. You will receive your standard usage alerts at approximately 2.5GB (50%), 4.25GB (85%) and 5GB (100%). Once you exceed 5GB usage, we'll send you an SMS to let you know that we've added 1GB Auto Data to your service. This will take your total data to 6GB. You will receive an 85% usage alert when you reach approximately 5.1GB and then another at 100% if you reach/exceed 6GB. Can I turn it off and be charged on a per MB basis? Unfortunately not, extra data is charged by the GB on our new postpaid plans. Any unused Auto Data will roll over to the next month. Register or log in to leave a comment.
** Updated: 27 September 2016 11.15am ** What's the latest? Facebook have deployed a fix and we have reports from a number of customers and staff that it appears to have resolved the issue. You should now be able to log in to the Facebook and Facebook Messenger apps from your Android device. If you are still experiencing issues with the Facebook app, please make sure you have updated to the latest version of the app via the Google Play Store. We recommend keeping up to date with the latest updates where available. Should you encounter any problems with in-app functionality please report the issue to Facebook via the 'Report a problem' option in the Facebook app settings. You can also check out Facebook's Help and Support. What was the issue? We are investigating an issue where some customers are unable to log into the Facebook and Facebook Messenger apps on certain Android devices. While it doesn't appear unique to our customers it is proving challenging to isolate the specific cause and deploy a fix.
Most recent update 26th September 2016 8.32pm What's the update? The issues affecting My Account, the My Account App and the eShop have now been resolved. You should now be able to log in to My Account or the My Account app and access the eShop on the Virgin Mobile website. What's happening? We're currently investigating an issue where customers are unable to log in to My Account or the My Account app or access the eShop on the Virgin Mobile website. We would like to sincerely apologise for any inconvenience caused by this and we can assure you we have all hands on deck working to resolve this as soon as possible. We'll continue to update this page as more information comes to hand. We appreciate your patience during this time.
Auto-Alerts are text message reminders Virgin Mobile will send you when you’ve used a certain proportion of your included value and included data. Auto-Alerts By default, Auto-Alerts will be set up on your service to let you know when you reach 50%, 85% and 100% of your included value and included mobile data. You can make the following changes to auto alerts in My Account: turning them off or back on, nominating a different service number for these alerts to be sent to changing your notification percentages Set up Auto-Alerts via My Account Log in to My Account Click Manage Auto-Alerts, located under the Dashboard Change your Auto Alerts as needed (you can make up to 3 changes per billing cycle) You can also choose to change the notification to another number on the same account, as per the below screen: Click Update Auto-Alerts to save your changes Excluded Usage Auto-Alerts You’ll also be able to set up Auto-Alerts for your excluded usage (extra data for example). That means you can opt in to be notified when you reach certain dollar amounts of your excluded usage. You can set two excluded usage Auto-Alerts per Postpaid Mobile service. Important Information Auto Alerts are sent once data has been used and calculated against included data. This means an Auto Alert may be sent at any time of the day or night. Auto-Alerts will usually be sent within 6 hours of your data session, though sometimes they can take up to 48 hours. Please take this into account when estimating your most recent usage. To avoid being disturbed by an Auto Alert sent during the night, follow these steps: Interruptions for Android: Tap Settings Tap Sound & Notification Tap Interruptions Scroll to ‘Downtime (Priority Interruptions Only)’ – Alarms are a Priority Interruption Tap Days and select which days you want enabled Tap Start time and edit to suit Tap End Time and edit to suit Customise your settings to receive all calls as a priority; or only calls and messages from your contacts; or favourites you have selected in contacts to ensure you don’t miss any important calls. Do not Disturb for iPhone: Tap Settings Do Not Disturb Tap Scheduled (changes to green) Tap To & From underneath and set times Tap Allow Calls From and choose either Everyone, No One or Favourites Tap Repeated Calls (changes to green) to allow a second call from the same number within three minutes (will not be silenced)
** Updated: 20 September 2016 1.00pm ** What's happening? Some customers on Android devices are having trouble loading the eBay app. We are currently investigating this issue and will update this page as more info becomes available. What can I do? Give the following steps a go: Clear the eBay app data and cache. You'll find this in Settings > Apps (or Application Manager) > eBay > Storage > [Clear data] [Clear cache] Uninstall and then reinstall the app via the Google Play Store. If this doesn’t work, then please access eBay via your browser and contact us so we can add your details to our investigation. When will it be fixed? We don’t have an ETA at the moment but we can assure you it is being looked at by our IT and Networks team.
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 Wetherill Park 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 at Liverpool 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 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
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 To watch a video on paying a bill via the App click here. 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
Our thoughts are with everyone affected by the devastating earthquake in Italy. As part of our commitment to ensuring our customers can contact loved ones, Virgin Mobile is offering free voice calls to Italy for all post-paid and pre-paid mobile customers. Customers on postpaid are able to make free calls to Italy to check on friends and relatives from 11:00PM AEST 25th August until 12:00PM AEST 8th September 2016 and for those on prepaid from 4:30AM AEST 26th August until 12:00PM AEST 8th September 2016. There is a high volume of telecommunications traffic around Italy 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 Italy are encouraged to contact our care team.
You may be able to suspend your Virgin Mobile service voluntarily for up to three months. Heading overseas? Why not use your own number for a hassle-free way to stay connected? Virgin Mobile offers great roaming rates while keeping your own number when abroad. We now offer Roaming Data Packs to boost your data in select countries! Great for those times you won't have access to Wi-Fi. Haven't booked your trip yet? Get 10% off flights with Virgin Australia and 10% off travel insurance with Virgin Money. Suspension criteria Voluntary suspension eligibility is subject to Virgin Mobile approval and may not be available in all cases. Suspending your service will extend the length of your commitment, pushing back your contract end date and upgrade eligibility. Voluntary suspension is available for Postpaid services only. Services can only be suspended once for up to 3 months over the length of your commitment. Services not under contract can only be suspended once for up to 3 months every 24 months. Still want to suspend your service? Here's what you need to know You will not be able to make or receive calls, SMS, voicemail or any other services. If you have insurance, this will also be suspended. Your phone will not be covered by insurance while your service is suspended. You will still receive a pro rata bill for your usage up to the date the service is suspended. You will need to ensure this bill is paid to ensure credit management action is not taken on your account. You will not incur any charges while the service is suspended. Contact us to discuss suspending your service.
The issue with our voicemail service experienced by some customers earlier today is now resolved. When we became aware of the issue, we deactivated our voicemail service whilst our team investigated and reactivated this when we were confident the issue was resolved. We sincerely apologise for the inconvenience caused. Any customers still experiencing difficulties may need to turn their phone off and on again.
Having trouble logging in to My Account? Try these 3 simple troubleshooting tips: Reset your password Wait 15 minutes Log in again (make sure to retype your email address + new password) ----- If you're still expriencing problems, please continue reading for further troubleshooting options. Clear browsing data You'll notice that your browser remembers your login information. Make sure your browser hasn't stored old or incrroect information, such as your PIN or an old password. Here's how to clear your browsing data (or cache): Chrome: Settings / Tools > Clear Browsing Data > Select 'Cookies' and 'Cached images and data' Firefox: Options > Advanced >Network > Under 'Cached Web Content' select 'Clear now' Explorer: Options > General > Under 'Browsing history' select 'Delete' Edge: Hub > History > Clear all history > Select 'Cookies and saved website data' and 'Cached data and files' > 'Clear' Safari: Preferences > Privacy > Remove all website data > remove now Check you've correctly registered You must complete the registration process to be able to login with your email and password. Please ensure you have successfully completed each of the registation steps: 1. Set up your email & password 2. Verify your email (click the link in the verification email, if you've not completed this step, request the verification email again) 3. Link your service/s Forgot your login details? If you've forgotten the email address you registered, you can retrieve it here. If you've forgotten your password, you can reset it here. Not receiving emails? If you've not received an email from us to reset your password, please check your junk or spam folder. Register or log in to leave a comment