If you discover a problem or fault with your device you may be able to have it repaired under warranty.
Warranty periods vary by device;
All phones supplied by Virgin Mobile on 24 month Postpaid plans come with a 24-Month Warranty.
Prepaid devices and broadband modems come with a 12 month warranty, unless stated otherwise by the manufacturer.
Accessory warranties may vary and you can refer to the info that came in the original packaging.
Dead On Arrival/Early Life Failure
If your device is faulty within 30 days of purchase it may be deemed to be DOA (Dead On Arrival) or ELF (Early Life Failure). DOA/ELF issues should be referred back to the place of purchase (either nearest store or contact us if purchased direct).
Please note: Apple iPhones have 24 hours from the sale date to quality for DOA/ELF .
If the device is confirmed to be DOA/ELF after inspection by our technicians, Virgin Mobile can issue a brand new device.
After 30 days, the manufacturer's warranty will apply with a repair to your existing device or sending a refurbished device if applicable. Warranty for Virgin Mobile Customers can be processed in store and over the phone with us (it doesn’t have to be the same place you got it).
Warranty and Repairs
We only support the use of official firmware on your device, issued by the manufacturer. Any installation of custom software may void your warranty.
Before submitting your device for repair, remove your SIM card and any working memory cards. Ensure that you prepare the following:
The faulty device or accessory
Your proof of purchase; original receipt showing the purchase date, device IMEI number and model.
To request the repair of your device, simply contact us.
We will organise for your device to be sent away, answer any questions you may have and contact you when your device is ready for pick up.
Repairing an iPhone running iOS 7 or above? Please disable the Find My iPhone feature that requires an Apple ID to restore the device. If you leave it active it may prevent technicians from being able to fix any issues.
Repairs are normally completed within 5-7 business days upon the repair centre receiving your device. The timeframe for a repair will depend on the type of handset and the type of issue. Repairs for suspected battery faults can take up to 15 business days as these phones must be returned via road transport.
Once submitted, you can track the status of your repair on www.vmareturns.com.au at any time.
Did you know that approximately 20% of repair requests we receive were rectified by trying the following 3 steps?
1. Perform a backup of your contacts, photos, media etc.
2. Confirm your device has the latest version of its operating system and update if required
3. Perform a 'Factory Reset' or 'Restore' of your mobile device
Restore Factory Default Settings on iPhone
1. Tap Settings 2. Tap General 3. Tap Reset 4. Tap Erase All Content and Settings 5. Tap Erase iPhone 6. Tap Erase iPhone to confirm
Restore Factory Default Settings on Android
1. Tap Settings 2. Tap Backup & reset 3. Tap Factory data reset 4. Tap Reset device 5. Tap Erase everything
Restore Factory Default Settings on Windows Phone
1. Tap Settings 2. Tap about 3. Tap reset your phone 4. Tap yes to accept 5. Tap yes to confirm
Generally, Virgin Mobile devices are not network locked. But if you encounter issues using a different provider's SIM in your device, here's what you should do;
Confirm if the device is network locked
1. Turn your phone/modem off – disconnect from any cables
2. Remove your Virgin SIM Card
3. Insert a non-Virgin Mobile SIM Card
4. Turn your phone/modem on
5. Your phone/modem will indicate if it is network locked.
Some common Network Locked errors are:
Enter Network Key
Unable to connect to network
Network retrieval Error
Network Control Key
Request an unlock code
Contact us with the following details on hand:
1. Phone/modem Manufacturer and Model
2. Phone/modem IMEI Number: example – 350121212121211212
If you remove the battery and look on the base/back of the phone, you can find the IMEI there and it should begin with '35'.
Or from the dial pad/dial screen type *#06#
Unlock your phone
The team will provide you with a network unlock code and the steps to enter this code into your device. Once the code is entered, it can take from 15 minutes to 48 hours for your device to completely unlock.
In the rare case that the network unlock code for your device is unavailable, it may take up to 5 business day for your code to be retrieved from the manufacturer.
If you're looking to unlock your Huawei E220 or E5832 modem, follow the steps below.
You will need to call us for the unlock code before you start this process,
Currently, the process is only compatible with the Windows operating system. If you do not have a Windows operating system then you will need to find a friend that does, so that they can help you out.
To unlock other modems, click here.
Unlocking the E220 modem
Download the E220 Unlock Software
Plug your E220 modem into your computer with your existing Virgin SIM inserted.
Double click on the zip file you downloaded in step 1.
The software will request the Network Unlocking Code, enter the Code we have provided you with in your initial call.
You will then get a confirmation message to advise you that the Modem has been unlocked.
Unlocking the E5832 modem
Download the Unlock Software
Plug your E5832 modem into your computer with your existing Virgin SIM inserted .
Double click on the Zip file you downloaded in Step 1 .
A folder will open displaying the file ( CardLock_UnLock.exe ) that you need to run to successfully unlock your E5832 Modem.
Make sure the Virgin Mobile Connect software is closed, otherwise you'll get an error message stating Open Port Failed. If this error message pops up, simply close your Virgin Mobile Connect software and continue with step 6.
Double click on the file (CardLock_UnLock.exe) and select “ RUN ”.
The software will request the Network Unlocking Code , enter the Code we provided when you called.
Click " OK ".
You will then get confirmation message to advise you that the Modem has been unlocked.
If you do not see this message, or come across any difficulties please do not hesitate to contact us.
Looking to cancel your Mobile Broadband service? Here's what you need to know about cancelling.
If you change your mind, you can return the Mobile Broadband Product up to 10 days after purchase as long as the package is not opened.
If you want to cancel due to poor performance, the following conditions will have to be met:
It is within 7 days of receiving the modem
Full troubleshooting has been attempted
You have used less than 500MB of data
Anything outside of these circumstances will be considered a standard cancellation with equipment payout fees applied.
You will need to pay out the remaining amount owing on your modem, which you will keep. You will also need to pay the final bill which will have Pro Rata charges for your plan and any outstanding charges.
To view your final bill after cancelling, you'll need to log in to My Account.
Contact us to arrange cancellation of your Broadband service.
This page contains steps for troubleshooting email on Virgin Broadband services.
Mail application settings
The following are the general settings you should use, regardless of your email application. If you are experiencing issues with sending or receiving email, first confirm these settings are correct:
My incoming mail server is a: POP3
Incoming Mail Server: mail.virginbroadband.com.au
Outgoing Mail Server: smtp.virginbroadband.com.au
Account Name: Your Full email address
Issues sending email
Outgoing mail server Outgoing Mail Servers may only work with a matching Internet Service Provider. So if you are at home and connected to your Virgin Broadband WiFi it can send... but as soon as you try to send emails from a different service you will most likely need a different outgoing server to send with. You will need to contact your internet service provider to get their outgoing mail server. This includes if you have setup your Virgin Broadband email on your phone.
For example, Virgin Mobile Broadband ( email@example.com ) uses smtp.virginbroadband.com.au to send when connected via the VirginBroadband APN, but when using YESINTERNET via your Virgin Mobile phone's data you need to use smtp.optusnet.com.au (with no username or password) instead.
Large emails The size limit on any individual email is 10MB . Messages larger than 10MB won't be sent or received.
Issues receiving email
Email storage limit The total size limit on an individual email box at any one time is 10MB. Once you reach the 10MB limit, email sent to your mailbox will not be delivered. You will also be unable to send mail from your Virgin email box.
To fix this, login to your webmail and delete emails in your folders. You can avoid this happening in the future by regularly cleaning out your mailbox or you can download your emails from our server to your local computer via your email application.
If you are still experiencing issues with sending or receiving email then contact us for further assistance.
If your Virgin Mobile Broadband isn't working the way it should, check out these troubleshooting steps.
There are different error codes you may receive depending on the type of issue that is encountered. They will appear on your screen with a brief description. If you get an error message pop up, the best thing you can do is to disconnect and reconnect your modem. If this fails try the troubleshooting steps below.
There are four different signal types your modem can pick up:
4G/LTE = Superfast 4G speeds HSDPA = The preferred signal and speed type for 3G UMTS = Fallback connection when no data transfers are in progress GPRS = Generally not a good signal
If your modem is getting a GPRS signal or not holding a connection, and you're in an area that we do have Mobile Broadband Coverage, try the following to improve your connection:
Restart your modem to reset the connection
Restart your PC or laptop to reset the connection
Test your modem in another location
Test your SIM in another modem
If possible, uninstall and then reinstall your modem software (this is not available for all modems)
If you've forgotten your modem's WiFi password or need to change it, check out our modem user guides for detailed instructions. You can also visit our Device Guides page for more troubleshooting info.
Contact us for further troubleshooting if these steps do not help!