Apple iPhones sold outright or with a plan through Virgin Mobile are not locked, and can be used with another carrier SIM or whilst overseas.
If you find your iPhone is locked, follow the instructions below to unlock it:
1. Updating your iPhone to the current iOS via iTunes will automatically unlock your iPhone. If your phone is not compatible with the latest iOS then you will need to perform a Full Restore of your iPhone with the latest version of iTunes (ensure you back up your iPhone before restoring it).
2. Once the iPhone has been restored, you can insert the new carrier SIM card and Sync it with iTunes.
Note: Authorised Apple Carriers push the APN settings through iTunes so there would be no requirement to manually enter this information.
You can recharge your prepaid service with a credit card or voucher either over the phone or online.
Credit Card Recharge
Visa, Mastercard, American Express or Diners cards are accepted.
For your protection there is a $200 limit for credit card recharges per Calendar Month. Once that limit is reached, recharges need to be made by using vouchers.
Credit c ard t ransactions are blocked for all services where the account holder is u nder the a ge of 18.
Log in to My Account
Click Recharge in the Dashboard or under Manage Service in the left menu
Select Credit Card, then click Next
Select the Prepaid Plan you wish to recharge with, then click Next
Enter your credit card details, or use the saved credit card details if you have recharged before.
Auto-recharge Set and forget, use a monthly date or your credit level to trigger auto-recharge via credit card.
Log in to My Account
Click Auto Recharge under Manage Service in the left menu
Click 'Set up'
Select the Prepaid Plan you wish to set up auto-recharge with, then click Next
Enter your auto-recharge options, either day of the month or remaining balance
Enter credit card details, or use the saved credit card details if you have recharged before
Recharge vouchers are available Australia-wide from major outlets .
Log in to My Account
Click Recharge in the Dashboard or under Manage Service in the left menu
Select Voucher and enter the 12 digit Voucher number
Select the Prepaid Plan you wish to recharge with and click Next
Confirm your purchase
Recharge over the phone Call 733 and follow the prompts or simply enter '733' followed by your voucher number then hit the 'call' button on your mobile. Keep in mind when recharging over the phone you will not have the option to change your Prepaid Plan.
If you do not recharge your Prepaid service with the minimum credit for a period of 180 days your service will be cancelled and you will lose any rights to that Virgin Mobile service number and any remaining credit that you may have had at the time.
More information can be found in our Terms and Conditions .
Prepaid Credit and Data Maximum Accumulations
When you recharge your Prepaid service before the expiry date, any unused credit and data will rollover to the next period. However you will only be able to accumulate a maximum of $1000 in real money credit and $5000 in extra credit and up to 12GB of data. Once these accumulations are reached you may not be able to recharge your Prepaid service.
'Personal Hotspot' (also known as Tethering) is a feature that enables some Postpaid and Prepaid phones to work as a modem to connect your PC or other devices to the internet.
How much does it cost?
There are no additional costs but you should bear in mind that the usage will come out of your plan's included data. To avoid bill shock you can monitor your usage through My Account or supplement your data allowance with a Data Pack.
Setting up a Personal WiFi Hotspot
For a step by step visual guide on setting up a Personal WiFi Hospot on your phone, check out our Device Guides page or follow the steps below. iPhone
Tap on Settings
Tap on General
Tap on Cellular
Tap on Personal Hotspot
Swipe the switch to On
You can tap on the password field to update the randomly generated password.
Setting up a personal hotspot on Android phones will vary depending on the phone and version of Android used, however the below is a general guide on how to set it up.
Go to Wireless and Networks or Connections
Tap Tethering and portable hotspot (you may need to tap 'More' or 'Network sharing' to get to this option)
Turn on Portable WiFi hotspot.
Tap on Set up WiFi hotspot or Configure
Enter a name for the network (SSID)
Enter a password then select Save.
Select Internet Sharing
Tap Share Over
Set Sharing to On
To change the network name or password tap Setup.
Connecting to your WiFi hotspot
Ensure WiFi is enabled on your PC/laptop/tablet.
In your WiFi connection list, select the network name you had created earlier (for iPhones this will be the name of your iPhone).
Enter the Wi-Fi Hotspot password.
Trouble connecting to your WiFi Hotspot?
Check your phone to ensure Hotspot is turned on.
Make sure your phone is close enough to your device to pick up the hotspot.
Double check your hotspot password is correct.
Make sure your device is connected to your phone's hotspot.
Confirm you can access the internet directly from your phone.
MMS settings are usually automatically configured on your handset. If you are having issues sending and receiving MMS, f ollow the steps below to manually set it up or check out our Device Guides page for a step by step visual guide.
Some phones may not have the functionality to send MMS, if in doubt it's best to check the phone manual or your phone manufacturer's website.
If you have an iPhone running iOS 3.0 or higher then your MMS settings will be automatically configured via iTunes.
MMS settings are usually automatically configured when you first insert your SIM card and setup your phone. If this is not the case or if you are experiencing issues with sending MMS then follow the steps below to enter the MMS settings manually;
1. Go to Settings
2. More Networks or More... or Wireless & Networks
3. Mobile Data or Mobile Networks
4. Access Point Names
5. Press Menu Button
6. Select New APN (or you can try Reset to default if the phone came from Virgin Mobile)
7. Enter MMS settings
8. Ensure data is turned on
You will need to enter the MMS settings manually.
1. Select Settings
2. Access Point Name
4. MMS APN (scroll down to view)
If settings are locked or cannot be changed on your Windows Phone please contact the manufacturer.
International MMS will only work when sending to the following countries;
Bosnia and Herzegovina
Virgin Mobile only has agreements with certain carriers in the above countries.
Having trouble sending MMS?
If you're having issues sending MMS, make sure the internet is working on your phone and ensure you have the correct MMS settings.
You can use an Advocate or appoint an Authorised Representative to communicate with us.
Can be a friend or an interpreter
You must be present and agree when they speak to us
Is not authorised to set up or make changes on your account
Must be properly appointed, simply contact us and we will send you a form
If you authorise them to, can set up and make changes to your account on your behalf.
What is Data Rollover? Life is full of unexpected moments, which means your data usage can be anything but predictable.
With Data Rollover, we’ve got your back, by rolling over your unused data to the next month on all new Phone and SIM Plans. In the quiet months you can relax knowing that you won’t lose what you don’t use, and in the busy months that follow, you’ll have extra data to help you share the good times.
Data Rollover is on all new Postpaid mobile plans.
How can I get it? New and upgrading customers can sign up to Postpaid plans with Data Rollover in store or online. Existing customers can contact us if they’d like to switch to a Data Rollover plan.
How does it work? Any unused data you have left at the end of your billing month is available for you to use the following month. In the following month, your included data will be used first, then any Data Rewards, then any Data Pack allowance, then Data Rollover.
Data Rollover amounts can take up to 24 hours to appear in My Account or the My Account app after your new bill cycle has started.
How much can I roll over? Does it accumulate and can I stockpile data for a massive personal hotspot party? While a party is pretty much always an awesome idea, your Data Rollover doesn’t keep rolling over (it expires if unused within the following month).
How can I check how much Data Rollover I have? Log in to My Account or the My Account App to check your available Data Rollover. In My Account, click on the Data tab in the Dashboard and in the My Account App, tap on the Data tab and scroll down to view your available Data Rollover.
I’m an existing customer, why don’t I just automatically get it? Data Rollover launched in March 2015 and is a feature of our new Postpaid mobile plans, 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 re-sign for another 24 months or even upgrade – you can just switch to a plan of equal or higher value with Data Rollover. Contact our service team if you’d like to switch plans or jump online to upgrade.
How does this make mobile better? As you may have heard, we’re Virgin Mobile. We’re not like the others. We’re committed to making mobile better and that involves continuing to look at ways we can better our products and services. Data Rollover acknowledges that part of making mobile better is better plans which reflect how people use their phone.
Postpaid Plans are great because you pay the same price each month for heaps of inclusions but the reality is that most people’s usage changes month-to-month depending on how much you use your phone. Being able to roll over unused calls, text and data, makes our plans better as it means in the quiet months you can relax knowing that you won’t lose what you don’t use, and in the busy months that follow, you’ll have extra calls, text and data to help you share the good times.
Other telcos in the USA are offering Data Rollover for up to a year, and you are only offering it for one month – why don’t you allow customers to store their unused data for longer? Our Data Rollover product is aligned to the way we roll over calls and text each month on our Postpaid plans, where customers can use unused data from the month before which is usually sufficient to act as a buffer for the following month.
Want to set up Auto Recharge on your Prepaid phone? Simply follow the steps below to set it up;
Auto Recharge Set Up
Log in to My Account
Click Manage Service and select Auto Recharge
Choose which offer and recharge amount you want to automatically recharge on
Select whether you want to recharge on a specific day each month (you can choose any date from the 1st to the 28th of each month) or when your balance reaches a certain amount
Enter your credit card details
Contact us if you have any trouble setting up Auto Recharge.
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.
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
Manage Auto-Alerts via My Account
Log in to My Account
Click More from the Manage service menu
Click More and select Usage Alerts
Update, add or remove your Auto Alerts as needed (y ou 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 at the bottom of the screen 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.
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 Sound & Notification
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:
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)
If you have changed your name, your Virgin Mobile account will need to be updated.
To complete the update we will need a few documents from you to process the request.
Documents Required for Change of Name
Please provide us with 100 Points of ID and one of the following:
Deed Poll/Change of Name Certificate (supplied by the Registry of Births, Deaths and Marriages)
Marriage Certificate (supplied by the Registry of Births, Deaths and Marriages)
Decree Nisi (Certificate of Divorce)
Remember to include your mobile or account number and the current name on your account.
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 them, neither can we.
Alternatively you can send your documents by post to:
Locked Bag 17 Royal Exchange NSW 1225
If you are looking to change the account into another persons name, you'll need to request a Change of Ownership.
Entering your mobile phone's PIN code 3 times incorrectly will lock your phone and you will need to enter a PUK Code to unlock it.
About the PUK Code
A PUK code is a security feature used to stop unauthorised access to your SIM card.
If you enter your PUK Code 7 times incorrectly , your SIM will stop working. If this happens to your Virgin Mobile SIM card you will need to arrange a replacement SIM.
Retrieve PUK via My Account
Log in to My Account
On the left menu click Manage Service
Select PUK code
The PUK code for each service on your account will be displayed
Retrieve PUK via IVR
Dial 1300 555 100 from your Virgin Mobile and go through the IVR prompts to access the self-service menu and retrieve your PUK.
Multiple Services under the same account number
If you have multiple services under the same account number, when you link any of those numbers to your email address all the other services will be linked automatically.
To manage those services in My Account, click Change Service and select the mobile number you want to view
Multiple services under different account numbers
You can only link one account per email address. This means if you have multiple services under different account numbers you’ll need to use different email addresses for each of those accounts. Alternately we can combine those accounts in to one. Contact us if you would like to do this. If the accounts are in different names you can ask for a Change of Ownership.
Primary and secondary account holders
Secondary account holders can also register an email address and link their number to access My Account. You’ll receive a customised view of their service but won’t be able to make any changes like a Primary account holder can. You’ll need to register an email address and password and when prompted to link an account, enter your mobile number and 6 digit pin. If you encounter any troubles linking an account, contact us to sort it out.
Call forwarding or diversions allow you to redirect phone calls to another number or voicemail when you are unable to answer it. You can manage your diversions either through the settings on your handset or by entering GSM codes on the keypad.
Before setting up diversions
Please make note of the following:
Standard call rates apply when diverting to other numbers.
Prepaid customers must have credit on the service to enable Call Forwarding to other numbers.
Call diversions may take up to 30 minutes to activate.
Setting up diversions via handset settings
For a step by step visual guide on setting up call diversions on your phone, check out our Device Guides page or follow the steps below.
Go to Call Settings > Call Forwarding Settings
You will then have the option to update any of the following options:
Forward when busy
Forward when unanswered
Forward when unreachable
Go to Settings > Phone > Call Forwarding
Enter the number to forward calls to
Setting up diversions via GSM codes
See the below table for instructions to set up or change your call diversions using GSM codes. Just enter the appropriate dialling sequence into your mobile keypad.
Cancel all diversions currently active on the service
From phone > Dial > #002# > call
Divert to predefined number immediately Phone will not receive the call at all - charges apply
From phone > Dial > **21*x# > call Replace x with the number you want to divert all calls to
Set the ring time before the diversion starts From 5-30 seconds in 5 second increments
From phone > Dial > **61*212**x# > call Replace x with number of seconds before diverting
Divert to voicemail if service is busy or engaged
From phone > Dial > **67*212# > call
Divert to voicemail if the service is switched off or out of range
From phone > Dial > **62*212# > call
Divert to voicemail if the service no answer or the phone rings out
From phone > Dial > **61*212# > call
Divert to voicemail on every call immediately. Phone will not receive the call at all
From phone > Dial > **21*212# > call
What is WiFi calling?
WiFi Calling allows you to make calls and receive calls, SMS and MMS over a WiFi network. WiFi Calling is available to select Samsung phones (see below). WiFi Calling is not currently available for iPhones.
You'll be able to use this feature if you have a compatible WiFi Calling phone, you're connected to a supported WiFi network and you don't have sufficient mobile network coverage to make a call or send an SMS/MMS.
How do I get WiFi Calling?
Check the list below to confirm your phone is compatible for WiFi Calling and ensure you have the latest software installed on your phone.
Enable VoLTE and WiFi Calling in your compatible Samsung phone’s settings.
Go to Settings > Mobile Networks > select VoLTE.
Go to settings > Connections > WiFi Calling
You’ll receive an SMS within 24 hours to confirm VoLTE and WiFi Calling is active.
Connect to WiFi and text and talk like normal.
What phones are WiFi Calling compatible?
Samsung Galaxy S9
Samsung Galaxy S9 Plus
Samsung Galaxy S8
Samsung Galaxy S8 Plus
Samsung Galaxy S7
Samsung Galaxy S7 Edge
Samsung Galaxy S6 Edge Plus
Samsung Galaxy Note 8
Samsung Galaxy Note 5
Samsung Galaxy A5 2017
We'll continue to update this page as more phones become available, so check back in regularly.
WiFi Calling FAQs
Where can I use WiFi calling?
If you don't have mobile coverage available but you are in range of a Fixed Broadband WiFi connection that you have access to, your mobile will automatically make calls and send messages via the WiFi connection.
Am I eligible to get WiFi Calling?
WiFi Calling will be available to Postpaid mobile customers using selected compatible phones and who have access to a WiFi connection that supports WiFi Calling. WiFi Calling is not available for Prepaid services.
How much does WiFi Calling cost?
There are no additional charges for using the WiFi Calling feature. Calls, SMS and MMS over WiFi Calling will be charged exactly the same way as regular calls, SMS and MMS based on your monthly plan.
How will I know when I'm using WiFi Calling?
When your compatible phone is connected to WiFi, you will see an icon indicating this on the screen next to the signal bar. Different phones show different icons to indicate when connected to WiFi.
Can I make 4g voice calls to emergency 000?
All Virgin Mobile supplied VoLTE compatible handsets can make calls to triple zero (000) on VoLTE. Your call will be sent as normal to your chosen emergency service (police, ambulance, fire).
For other VoLTE compatible handsets that have not been supplied by Virgin Mobile there may be limitations on calling triple zero on VoLTE in an area with no underlying 3g coverage.
Is WiFi Calling secure?
Yes, WiFi Calling uses the same SIM based authentication that is used when making calls over the mobile network.
Encryption technology is also used to setup a connection between the handset and the mobile network which ensure that calls and messages are sent securely.
What happens to my call if I leave the WiFi hotspot?
Calls will handover seamlessly when moving between a WiFi hotspot and 4G VoLTE enabled mobile network coverage. Calls may drop when moving between a WiFi hotspot and 3G mobile network coverage.
How much data does a WiFi call use?
WiFi voice calls use approximately 3.8 MB of data for a 5 minute call, but this will vary based on the situation. The data will be used from the WiFi network.
Why can't I make or receive WiFi calls?
If you can't make or receive WiFi calls, it may be due to one of the following reasons:
VoLTE and WiFi Calling have not been enabled by us.
You have not installed the latest software for your phone.
The WiFi Calling settings on your phone are turned off.
You are not connected to a WiFi network.
Your current phone may not support WiFi Calling.
Your service is restricted due to an overdue bill.
What home WiFi routers/modems allow WiFi Calling?
Most WiFi routers that you have access to will allow you to use WiFi Calling.
Please note: The Fair Go policy applies to your use of WiFi Calling.
You can check your plan and inclusions by logging into My Account or through the My Account Mobile App. On the dashboard you’ll be able to see your inclusions and usage such as data, international calls & text, and roaming to name a few.
Looking to change your plan to better suit your needs?
Head here to find out how.
What else can I do in My Account?
You’ll also be able to pay a bill, setup or change your direct debit, and check your international roaming status before you travel. You can register or log into My Account here. In case you haven’t already, you can download the My Account Mobile app from the App Store or Google Play.
This article covers some basic troubleshooting steps if you’re having difficulty making calls, sending or receiving text or using your data.
If you’re unable to make a call, send or receive text or access your data it may be a simple fix. Follow these instructions:
Turn your phone off and on
Check there are no current issues reported or maintenance being completed in your area here
Test your SIM in another phone. If your SIM works in another phone, yours may need to be assessed under warranty
Swap your SIM
Reset the Network Settings (this will delete WiFi and Bluetooth settings)
Ensure your phones software is up to date
If you're having trouble with SMS, ensure the SMSC number is +61411990010 in the SMS settings.
Backup all your data and restore/reset your phone to default (don't forget to back up all your data!)
Check out our Device Guides for step by step instructions for your phone.
If these simple troubleshooting steps don’t resolve the issue you’re experiencing, you may need to contact us for further investigation.
If you're having trouble paying your bills, we can help. We have a Financial Hardship policy to help you if you encounter events such as:
Loss of employment / reduction of income
Family breakdown or death in the family
Illness or injury
How can we help?
Managing how much you spend
We have a host of tools to help manage your usage such as My Account and the My Account App. Take a look here for more info. Also, If you're spending too much we can help find a plan that better suits your needs.
Payment extension up to 14 days
If you only need an extra couple of weeks to pay an overdue bill, you can log in to My Account to request a payment extension. You can find more details here.
Need more time
If you need more than an extra 14 days to pay a bill and you’re experiencing financial hardship, contact us on 1300 304 090 from 8.30am to 7.00pm AEDT. We will assess your claim, discuss your payment and service options and aim to reach a reasonable outcome.
You may wish to speak to a financial counsellor for further assistance. You can find a financial counsellor by calling 1800 007 007 or visit the Financial Counselling Australia website.
FAQs For Primary Account Holders
What is Data Breakdown?
Data Breakdown lets you see where your data is going, so you can make the most of your FairData™.
Where can I see Data Breakdown?
You can find Data Breakdown in the My Account App.
What is a category?
A category shown in your Data Breakdown usage is usually a single website or app (e.g. Facebook). In some cases websites are grouped into an umbrella category to make it easier to understand your usage. For example, many websites will fall under a category of "Browsing".
FairData™ gives me data-free music streaming on my plan, why does it show up here?
If you take advantage of our data-free music streaming, you will notice that usage for these apps will still appear in your Data Breakdown, that’s because we don’t filter the information before it gets to you.
To find out more about Music Streaming, including how to set it up, click here.
Why can’t I see all of my usage instead of just the top 5?
We only display the top 5 categories so Data Breakdown is easy to use. In most cases, the top 5 categories will show the majority of your usage.
I use a certain website or application every day but it doesn’t appear in my top 5?
The top 5 is based on the amount of FairData™ being used. Accessing a website or app everyday doesn’t necessarily mean it uses the most data.
Things like photos, videos & music often use the most data and will regularly make an appearance in the top 5 categories.
Why is there a category in my top 5 that I've never heard of before?
The internet is a big place & categories aren’t limited to popular apps or websites that you’d normally see, popular domain and server services are likely to make an appearance in your top 5. Clicking on the category in the My Account App will provide a brief description of these services.
Some examples of categories that may surprise you in your top 5 are...
Data browsing to particular websites that don't allow themselves to be identified.
Akamai (web content)
Akamai hosts a large amount of content for things like Fox Sports, Windows & some mobile games.
Any data used on Apple.com and also data used for iCloud backups.
CloudFlare is used by various websites to optimise the website performance for visitors.
Video streaming hosted by Telstra. Streaming NRL games via the NRL app or website can also count towards this category.
Transmission Control Protocol (TCP)
Similar to web browsing, used for websites that start with www, email usage and remote desktop.
Multimedia Messages Encapsulation
Also known as MMS - picture messages!
Real Time Messaging (streaming)
Simultaneous streaming video, audio chat - similar to ChatRoulette, Omegle or Twitch.tv
Who can see this information?
This information is only available to Primary account holders by logging into the My Account App using the Primary Account Pin. At this stage it isn’t available to secondary account holders.
I can’t see past a certain date, why?
The My Account App allows you to view your FairData™ usage from the last 2 bill cycles. In some circumstances, like if you’ve just become part of the Virgin Mobile, you will only be able to see back to when your service was first activated.
Is the information in real time? If not how long does it take?
The usage in Data Breakdown comes straight from the network itself and takes between 15 minutes & 4 hours to update. So if you’ve just streamed the latest album or watched your favourite show, don’t expect to see the usage straight away!
Can I use Data Breakdown for Mobile Broadband/Prepaid?
Data Breakdown is available for Mobile Broadband, however it is not available for Prepaid services. Check out this article for help with your Prepaid Services.
Why can’t I see my usage in MB or GB?
Data Breakdown is designed to give you an idea of where your data is being used so that you can make changes to get the most out of your FairData™
If you’re curious about how much FairData™ you’ve used check out your dashboard in My Account or the My Account App.
Why is there no “time” or “duration” for my data usage?
Unlike phone calls, data doesn’t get sent/received in one continuous stream, instead its lots of tiny sessions. So we keep track the volume of data that is sent & received.
I’ve been using personal hotspot (tethering), how will this appear?
Data Breakdown will show any hotspot usage as if it were being used by your regular device, there is no way to tell the difference between regular usage or tethered usage.
Can I see this information on my bill?
You will only be able to see Data Breakdown through the My Account App. Your bill will provide the total volume of data you’ve used.
If you’re curious about how much you’ve used in the past, you can see your last two bill cycles using Data Breakdown in the My Account App.
Why doesn’t my data add up to exactly 100%?
To make your data usage simple (without too many decimal points) we round the “%” up or down, which means that sometimes your usage might add up to 100.1% or 99.9%.
But don’t worry, that’s the only place it happens!
Why does Data Breakdown show different information to my other apps/phone settings?
Depending on where, when or how you are viewing your usage it can show lots of different amounts. It’s because third party applications often pull the information straight from the phone, which might show things downloaded off Wi-Fi or incorrectly predict your bill cycle.
By using Data Breakdown in the My Account App you can make sure you are getting the right information.
Where can I find this information in My Account?
Right now, you won’t be able to find Data Breakdown in My Account. We want you to know where your FairData™ is going wherever you are, so the best place for it to live is in the My Account App.
FAQs For Secondary Account Holders
Why can’t I see Data Breakdown?
Only the primary account holder (the owner of the account) has access to see Data Breakdown in the My Account App.
What information can they see in Data Breakdown?
Data Breakdown shows a general summary of where your FairData™ is being used. It shows this in categories like; Facebook, YouTube and Browsing.
No specific details like messages, pages, articles, pictures or videos will be listed.
How can I manage my FairData™?
For tips on how to help manage you FairData™, head over to our Tips For Smart Data Usage page.
How can I get access to this tool?
To access this tool your service will need to be in your name, you can do this by completing a change of ownership.
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.
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 Date of Birth
Type of Identification
Validates Proof of Address*
Australian Driver's Licence**
Australian Learner's Permit
New Zealand Passport with valid proof of address document
Other International Passport with valid proof of address document - copy of travel visa must be retained and be valid for full contract period
Document for Travel to Australia (DFTTA sub class 200, 202 or 204) - must be provided with a VISA Documentation***
Proof of Age Card (also includes NSW Photo Card / VIC Keypass / 18+ Card / TAS Personal Information Card) AND Medicare Care
Australian Defence Force Driver's License
Australian Boating License
Australian Shooters or Firearms License
Armed Forces Services ID / Australian Military ID / Australian Police ID (State or Federal)
Blind Citizens Australia Identity Card
Proof of Age Card (also includes NSW Photo Card / VIC Keypass / 18+ Card / TAS Personal Information Card)
* 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.
Type of Identification**
Validates Proof of Address*
Full Australian Birth Certificate (birth extracts acceptable if it contains a unique number)
Australian Citizenship Certificate
Australian Marriage Certificate
Current Bank Statement or Online Statement**** of Account from an Australian Financial Institution***
Current Australian Credit Card (Visa, Mastercard, American Express, Diner's Card)
Current Other Financial Statement - Superannuation/Investment Portfolio Statement
Current Rates Notice
Current Rental Agreement / Bond Notice
Australian Pensioner Concession Card - Aged / Sole Parent / Disability Support / Carers
Health Care Card
Taxi License (with photo) - must be submitted as Self Employed with their ABN
Working with Children card (Government issued)
Current Australian Utility Invoice - Electricity, Gas, Phone, Water, Telecommunications******
Valid Tertiary Student ID Card
Current Vehicle Registration
University Resident Agreement
Current Australian Debit/ATM Card*****
Private Health Insurance Card
Australia Veteran Affairs Card / Repatriation Health Card
* 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.
Voicemail not working the way it should? Try the following troubleshooting steps to get it back on track.
Calls are not diverting to Voicemail
You may not have Voicemail or your diversions correctly set up. Check the steps in our Set Up Voicemail article for more information.
Voicemail is set up but not working
Try cancelling all your diversions then setting them up again using the steps here . Keep in mind this may delete any current Voicemail messages you have stored.
If you want to divert all calls to Voicemail, type **21*212# into your phone and press the call button to divert all incoming calls to your Voicemail without your mobile phone ringing. To remove you will need to cancel all diversions and then reset diversions .
Extend rings before Voicemail picks up
You can shorten or extend the number of seconds your phone rings before it goes to Voicemail. Type **61*212**x# (replace x with the number of seconds before the call goes to voicemail - the max you can enter is 30 seconds) into your phone and press the 'call' button.
If you divert your calls to another number your service will be charged normal call rates.
If you are using a Prepaid number and set up a diversion to another number you will need to have enough credit for the diversions to work.
To divert all calls to another number, type in **21*x# (x is the number you are diverting to) and press the call button.
If you are diverting to a landline you will need to enter the area code.
To remove this diversion you will need to cancel all diversions and reset diversions .
You need to enter your PIN to listen to your messages from any other phone other than your mobile. If you don't know your PIN, contact us so we can reset it for you.