This article provides information on late fees, our payment collections process and explains what a default is.
You will incur a late fee if your bill is not paid by the due date. We recommend setting up direct debit to ensure bills are paid on time.
Your account will follow our collections process if your bill is not paid by the due date . This may include being charged a late fee, your service being suspended or even cancelled. If your debt remains unpaid it will be referred to a Debt Collection Agency (DCA) and ultimately a payment default will be lodged on your credit file.
We encourage customers having difficulty paying their bill to contact us to make alternate arrangements.
Defaults & Debt Collection
A default is a mark against your credit file stating you failed to pay a debt. This will remain on your credit file for five years. Virgin Mobile may also refer your debt to a Debt Collection Agency which can attract further fees.
Consider setting up direct debit to ensure bills are paid on time
Contact us if you are having difficulties making payment
Ensure your contact information is up to date
Your monthly bills must be paid by the due date stated on the invoice. If you're unable to make payment and a bill becomes overdue, you can request a payment extension of 14 days in My Account:
Log in to My Account
Click on Bills & Payments in the left menu
Select Payment Extension
Click Extend Payment
If you are experiencing financial hardship or encounter any issues requesting an extension in My Account we recommend contacting us and we'll do our best to assist.
For every $1 you spend with us on your eligible Postpaid plan, 2 points are added to your Velocity account. You can join Velocity online or call them on 131 875.
All Postpaid customers are eligible to earn Velocity points
Your points will be added up to 60 days from the date you registered your Velocity member number with us and then each and every month.
Velocity points cannot be backdated
To earn points, your Virgin Mobile account and Velocity account must be in exactly the same name. If your details don't match, call Velocity on 131 875 to have it updated.
Add your Velocity membership via My Account
Log into My Account
Click Velocity Membership from the profile menu
Enter your Velocity number
Read and accept the fine print
Select save and you're done!
Want to keep your mobile number? Read on to find out how to transfer your number over to Virgin Mobile.
Before you request the transfer
Make sure the number you want to transfer is active. We cannot complete a transfer if the number has been cancelled.
Transfers can take up to 3 business days (but usually takes around 3 hours) if on the same network.
Once the transfer to Virgin Mobile is complete, your old service will be automatically cancelled.
We don't charge you for transferring the number, but your old provider might, so you should check with them.
Details you will need to provide
To request the transfer of your number from a different carrier, we'll need the following details;
Your name and date of birth (your details must match those on your previous account).
The mobile number you wish to keep.
The carrier you are transferring from.
Your account number with your previous carrier if you were Postpaid.
How to transfer your mobile number
1. Activate your Virgin Mobile SIM
2. Log in to My Account
3. Click on Manage Service in the left menu
4. Click More
5. Select 'Transfer Number'
6. Enter details about the mobile number you want to transfer
7. Read and accept the Fine Print
8. Confirm the Virgin Mobile mobile number you wish to replace
9. Enter the preferred transfer date
10. Click 'Request Transfer'
Having issues submitting a request?
Contact us and let us take care of the number transfer for you!
If you're getting unwanted calls or simply just want a new number, let us know and we can help you with a number change.
Changing your phone number will cost $25.
Postpaid customers will be charged $25 on their next invoice
Prepaid customers will have the fee come out of their prepaid credit
If you are receiving unwelcome, harassing or threatening calls and provide us with a Crime Reference Number (CRN), the $25 fee will be waived. You can obtain this reference by contacting your local Police Department on 131 444 and reporting the incident.
Changing your number
Postpaid and Prepaid Simply contact us to request a new number. Numbers are automatically allocated from our number pool and cannot be manually selected.
Change of number requests will be complete in 1 business day and you’ll receive an SMS confirming your new number.
Your bill cycle date is the day of the month that your bill is generated.
Your bill cycle is assigned at the time when you sign up for a Postpaid service, and remains the same throughout the time you spend connected to Virgin Mobile.
Virgin Mobile's bill cycles fall on the following days of the month: 3rd, 7th, 10th, 14th, 17th, 24th. A Bill Cycle is not the date your signed-up, or activated your number.
Your Bill Cycle
Upon connecting your first Postpaid service with us you'll automatically be assigned to a bill cycle. This may lead to a pro-rata of your first bill.
You can view your Bill Cycle on page one of your bill under the 'THIS BILL' heading:
Your bill cycle date (e.g. 3rd of the month) is also the day when your Postpaid plan's included value and data gets reset, however any usage in the previous evening (e.g. 2nd of the month) may end up billing in the following bill cycle.
Keep up to date with the latest Android mobile software updates, view info on upcoming versions and know when we expect them to be available in one article!
We'll update this page when we have new info to add; this could be when we’ve received the software update from the manufacturer or when we’re expecting to complete testing & approve the update.
Once a software update has been approved by us, the manufacturer will release it through their normal processes. Generally the update is available to download within 1-2 weeks after we've approved it.
Testing: We're testing the software to make sure it works on our network.
Testing Finished: We've completed testing and approved the software, now awaiting release by the manufacturer via their standard process.
Available for download: Yay! The manufacturer has released the software. You'll receive a notification on your phone when it's available for you to download. Software releases are often staggered so you might not be able to download it straight away. Prior to updating the software, make sure to back up your data.
Android Software Updates
Current Software Version
Next Software Version
Galaxy S3 4G
Galaxy S6 Edge
Galaxy S6 Edge+
Galaxy S7 Edge
Galaxy Note 2
Galaxy Note 3
Galaxy Note 4
Galaxy Note 5
Galaxy Note 8
Galaxy Young 2
Xperia Z5 Premium
Last updated 1st May 2018
Not sure what size SIM Card you need for your new phone? Look no further! This article will have the information you need.
SIM cards come in three sizes; Standard, Micro and Nano. Your phone must have the appropriate SIM used in it, and we definitely don’t recommend cutting your SIM to a different size. If you need a new SIM, check out this article to find out how to order one.
Mobile Phones & SIMs
If you’re not sure what size SIM you need, check out the table below:
Samsung Galaxy SII
Samsung Galaxy Young 2
iPhone 5 & iPhone 5S
iPhone 4 & iPhone 4S
iPhone 6 & iPhone 6S
Samsung Galaxy SIII
iPhone 7 & iPhone 7 Plus
Samsung Galaxy S4
iPhone 8 & iPhone 8 Plus
Samsung Galaxy S5
Samsung Galaxy Note 2
Samsung Galaxy Note 3
Samsung Galaxy S6 & Edge+
Samsung Galaxy Note 4
Samsung Galaxy S7 & Edge
S ony Xperia SP
Samsung Galaxy S8 & S8+
Sony Xperia Z1
Samsung Galaxy S9 & S9+
Sony Xperia Z2
Samsung Galaxy Note 5
Nokia Lumia 625
Samsung Galaxy Note 8
Nokia Lumia 720
Huawei Nexus 6P
Microsoft Lumia 640
HTC One M9
Sony Xperia XA
Sony Xperia Z3
Sony Xperia Z5 Premium
Sony Xperia XZ Premium
LG Stylus DAB+
Nokia Lumia 950
Nokia Lumia 650
If your phone is not listed, please check the SIM size with 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.
To get the internet up and running on your modem or tablet with a Virgin Mobile Broadband SIM you will need to enter the APN settings shown below.
Profile Name: yesinternet
APN Name: yesinternet
Access Number: *99#
User Name: <empty, Apple Macs must have something here, anything is fine>
Password: <empty, Apple Macs must have something here, anything is fine>
How to enter these settings
Modem Find your way into the network settings of your modem or tablet and enter the settings above.
If you are unsure where this information goes, please contact the maker of your device.
Go to Settings > Mobile Data > APN Settings
Tap on APN and enter the APN Name above
Leave the username and password empty
This will differ depending on the tablet you have but the basics steps are listed below:
Go to Settings
Tap on Mobile Networks (you may need to tap on More or More Settings or Wireless and Networks)
Tap on Access Point Names
Enter the APN settings above
If you require further assistance setting up your modem or tablet we recommend contacting the manufacturer.
A copy of your bill can be obtained by simply logging into My Account or by contacting us.
Bills on My Account
You will be able to find up to 25 months of your most recent invoices in My Account, from here you can save and print copies of your bills.
Login to My Account
Select Bills & Payments in the left menu
Click on the Bill Number you wish to view, save or print
The bill will display and from here you will be able to save or print it
Request a bill reprint
I f you would like a copy of a bill older than 25 months , you can contact us to have copies of your bills sent to you.
Please note, your request may take up to 8 business days to fulfil and c harges may apply.
Outgoing calls are already itemised on your bills, however to itemise outgoing SMS and MMS on your future bills, contact us and we'll organise this for you.
Your bills can become quite long with itemised records, so you may want to consider switching to Online Billing.
If you have a Prepaid mobile you can view detailed usage by logging into My Account .
Can I get an old bill itemised?
You might need to get itemised usage for an old bill. We're happy to help with this, but it can take a few weeks as we'll need to delve into our archives for bills issued more than 12 months ago. There may also be a fee charged for usage reports more than 24 months old. Contact us to request this.
What about incoming calls?
Only outgoing calls and outgoing SMS/MMS can be itemised on your bills. Incoming call records may be obtained for legal purposes through Law Enforcement Agencies.
Rollover is a benefit we offer which allows any unused data or included value that you don't use in a given month to automatically roll over into the next month to use.
Using your rollover value
Rollover will be used after your standard included value or data has been used. Rollover is only valid for one month, so if you don't use your rolled over value it will expire at the end of your bill cycle.
Rollover can be used for standard calls, texts and Data (on some plans). It cannot be used for paying your bill.
Check your rollover
You can view your available Rollover in the Dashboard section of My Account, as well as checking the 'Included Value Rollover' section of your bill which itemises the details of new amounts rolled over and forfeited amounts.
Some old plans do not have Rollover automatically included. Contact Us if you are not getting your Rollover each month.
We offer 2 billing method options, online and paper. Read on to find out how to update your billing details.
Save a tree! Each month we'll alert you by SMS or email (your choice) that your latest invoice is ready for you to check out in My Account.
If you'd prefer to us to mail your invoice out to you, you may opt-in for paper billing at a charge of $2.20 per invoice.
Update your billing method and contact details
You can easily update your billing method via My Account:
Login to My Account
Click on Bills & Payments in the left menu
Select Bill Notification
Choose your billing or notification method and click Update Notification
To update your residential or billing address or your contact number, follow these steps:
Login to My Account
Click on Profile in the left menu
Select Contact Details
Click Edit contact details
Our Postpaid plans have heaps of awesome value, but there are certain types of usage that aren't included in your plan which you should be aware of, these include:
If you exceed the included data or calls and text of your plan you'll incur extra charges. So you may want to consider adding a data pack or upgrading to a new plan if you find you're current plan isn't working for you.
Numbers that start with 11, 12, 13, 18 will generally have different rates to normal calls and may not be included in your plan. Visit our special numbers page for more info.
Roaming charges are not included in your plan. Have a look at our roaming page to find rates for the country you're visiting. Make sure to check out our Roaming Data Packs too.
Premium SMS, Premium MMS and Premium Voice Services are messages, photos or calls that are provided by third parties and usually originate from numbers beginning with ‘19’.
Premium Services can vary so be sure you check the fine print when making a call or sending a text or photo to one of these numbers. The rate should be advertised together with the number.
Check out our article on Premium Services to learn more.
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A credit limit places a ceiling on the total amount you can spend and are designed to help you manage and avoid extra charges on your account.
Your credit limit is the maximum outstanding ‘real money’ charge you are allowed to accrue at any given time, and it is based on your plan’s minimum monthly spend amount.
'Real money' charges include;
Your minimum monthly plan spend
Excluded usage - PSMS, International Roaming
Extra usage – data & calls used outside of your Included Value
Any unpaid bills will also contribute towards you reaching your credit limit
How your credit limit is determined
When you activate, do a rate plan change or upgrade, your credit limit will automatically update to the amount that is associated with the band your plan fits into.
Use the table below to confirm the credit limit for your plan. For multiple services, add the credit limits of your plans together to calculate your total credit limit .
If you are on a $30 plan your credit limit will be $250
If you had two services, a $30 plan and a $60 plan, your credit limit will be $650 ($250 + $400)
Monthly plan spend
Assigned Credit limit
$0.00 to $20
$20.01 to $30
$30.01 to $40
$40.01 to $50
$50.01 to $400
Credit Limit Notifications
VMA will send you an SMS notification when you reach 80% and 100% of your total credit limit.
You can find your credit limit and how you're tracking against it in My Account, to the right of the dashboard.
Exceeding your credit limit
We try to update usage information at least every 3 to 4 hours, but delays in processing usage can take up to 48 hours. This means you may continue to accrue charges for usage over and above your respective credit limit.
If you exceed your credit limit, your service is temporarily suspended to only allow incoming calls and texts, but before you reach that point we'll let you know via a text messages that you’re approaching your limit, and again if you reach your limit.
At that point you should make a payment, which you can do online or by calling us on 1300 555 100.
Credit Limits when Roaming
Please note that roaming charges are on top of the minimum monthly spend and can take up to 3 months to appear on bills. Roaming charges are not billed in real time, which means you can’t rely on your Credit Limit kicking in and suspending your account to prevent extra usage.
This article contains the steps needed to check your account balance, or billed charges via My Account or the My Account Mobile App.
Log in to My Account
Your account balance is displayed on the top right of the screen under 'Your Charges'
For more detail regarding your charges, click Bills & Payments in the left menu then select Current Charges
My Account Mobile App
Our My Account Mobile App is available for iPhone and Android users. Click here to find out how to download it.
Access your App via the icon on your device
Go to the ‘Summary’ tab
Tap ‘Your next bill has arrived’
Your balance will be displayed
Everything you need to know about Premium Services including costs, subscribing and barring.
Premium SMS, Premium MMS and Premium Voice Services are messages, photos or calls that are provided by third parties and usually originate from numbers beginning with ‘19’. Premium Services are advertised in all types of media including television, radio, newspapers, magazines and the Internet. They are generally charged at higher rate than standard messages, photos or calls.
Accessing a Premium Service
Generally you will need to dial the number advertised or SMS a phrase or word to a number usually beginning with a ‘19’, or if you’re on the Internet, entering your mobile number into a website which is advertising Premium Services.
1900 number access on your service
1900 numbers may be restricted from your service, simply contact us to enable 1900 dialling. We can also disable 1900 dialling if you want to place a bar on premium numbers.
Premium Service Charges
The cost of premium services will vary by provider and the content you are purchasing, they can be charged anywhere between your standard SMS rate to $6.60 per message. Therefore it’s very important to look at the cost and pricing model you’re signing up for. These charges will appear on your next Virgin Mobile bill under the section “The Vibe & Other Stuff”.
Premium Services can be charged as follows:
Flat Rate: You pay a fixed amount for each call made, or SMS sent to and/or received from the Premium Service
Subscription: You pay an ongoing subscription with associated charges per week/month etc or by content
Joining Fees: You may also be charged an additional joining fee as part of an ongoing subscription
Timed Rate: Premium Calls may be timed and charged at a per minute rate or one off drop charge
Data Volume: Where you are charged according to how many kilobytes of data you download or consume.
Unsubscribe from Premium Services
To unsubscribe, simply replying 'STOP' to the PSMS that you received.
Place a bar on Premium Services
You can request the barring of all Premium SMS and Premium MMS services for free simply by dialling 275 from the handset you wish to bar and following the prompts.
Requests to bar Premium SMS and Premium MMS services will be take effect by 6pm the following business day.
Premium Services Complaints
Your first step should be to raise your complaint with the content provider who supplied you with the Premium Service. To find their contact details go to www.19sms.com.au and enter in the shortcode you have received billing messages from. If you are unable to resolve your complaint with the content provider, please contact us.
19SMS – Your Guide to Mobile Premium Service
ACMA – Mobile Premium Services FAQs
ACMA – Mobile Phones: Child Safety Checklist
Mobile Tips – Tips regarding premium services
Telecommunications Industry Ombudsman