Support Articles

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. Call Forwarding 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 . Reset PIN 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.

If your Virgin Mobile Broadband isn't working the way it should, check out these troubleshooting steps. Error Messages 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. Signal Strength 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 Connection Issues 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!

Online Billing is an environmentally friendly service that allows you to conveniently access your bill online rather than waiting for a paper one to arrive via snail mail. Each month you will receive an email or SMS notification to let you know that your bill is ready for you to view via My Account. Viewing an online bill To access your online bill you'll need to: Login to My Account Click Bills & Payments in the left menu Select Bill History Select the bill you want to view Setting up online billing You can set Online Billing up for your Postpaid account online or over the phone. To set up online: 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 Paying online bills Go to how do I pay my bill to view payment options and guides. Having trouble viewing your bill? Your bill may take a few days to be ready. If you can't download or view your bill straight away, check back in a couple of days. You'll also need a compatible PDF reader, such as Adobe Acrobat Reader, to view your bill. Can't log in to My Account to view your bill? Try out these troubleshooting steps.

We’ve put together a few tips to help you maximise the benefits of your service when roaming while minimising your costs. For more info on international roaming, such as how to activate and use your service while overseas, visit this article. Before you go Check out the countries that roaming is available and the rates here Keep your phone secure by noting the Serial Number of your phone in case it is lost or stolen Pack your mobile phone battery charger and an electrical plug adaptor Download the latest version of the My Account App to help monitor your usage Keep your device safe by having a strong password or PIN and use your screen lock to avoid unintended calls or messages Consider turning off cellular data / data roaming in your phone settings while overseas

If you've received a text message and have concerns over it's validity, read on. How to identify a scam text message Scam text messages usually involve; Promises of large cash prizes for competitions not entered (or even inheritances), claiming to be from large and legitimate corporations. Recipients are asked to either call a premium rate or overseas number to claim the prize which either leads to callers being placed into a never-ending queue (therefore generating premium rate revenue for the scammer) Recipients may be subject to a phishing scam where personal details and credit card numbers are requested. What should I do? Customers need to be aware of these scams and educated to ignore and delete the texts upon receipt. Do not call any numbers or click any links within the message. Need more info? Check out the Scamwatch website which allows you to report a scam and has detailed info on the different types of scams.

Need a hand getting email set up on your mobile? No worries! Check out this article to get started. Settings Below are the settings you’ll need to set up email on your mobile phone, if you’re using your Virgin Mobile or Virgin Broadband (via WiFi). You will need to have the right Mail Server settings and if your email account is from a different Internet Service Provider (ISP) you may need to contact them for the settings. Incoming Mail Server Type POP3 (Port 110) SSL Off Incoming Mail Server mail.virginbroadband.com.au Outgoing Mail Server smtp.optusnet.com.au (if using Virgin Mobile data) Alternate Outgoing Mail Server smtp.virginbroadband.com.au (using Virgin Broadband data) Account Name Your email address (leave blank for outgoing mail server) Password Email password (leave blank for outgoing mail server) Below are the steps for setting up email on your phone. You can also visit our Device Guides page for a visual how to. Email Set Up on iPhone Press Home Tap Settings Tap Mail, Contacts & Calendar Tap Add Account Select the Email Account Type Enter the name to appear on outgoing emails in the Name Field Enter Your Email Address Enter Your Email Account Password The iPhone will try to detect the Incoming Mail Server Address and the User Name for the Email Account. Enter settings provided above . (If Successful, Skip to Step 13) Select the Email Protocol Type by selecting either the IMAP or POP Protocol Button; for most ISP mail accounts, select POP Under the Incoming Mail Server Heading, Enter the Incoming Mail Server name in the Host Name Enter the email account user name Scroll Down, and under Outgoing Mail Server, enter the required name in the Host Name Leave the User Name and Password Fields Blank. Click save Set Up Email on Android: *Steps may differ for each device Access your Settings Select accounts Select add account Select Email Enter email address Enter password Select Manual setup Select from POP3 or IMAP (most ISP accounts will be POP3) Select Security: None Enter Port: 143 (IMAP) or 110 (POP3) Select Next Enter SMTP server: As provided above. Select Security type: None Enter Port: 25 Ensure Require sign-in is not ticked Press Next Select Sync schedule Select Peak schedule Choose to turn the following options off or on - Sync email - Notify me when email arrives - Automatically download attachments when connected to WiFi Enter Account name Enter Your name Select Done Considerations If you can receive emails but cannot send them you may not have the right Outgoing Mail Server settings entered. If your email account is with another Internet Service provider (ISP), you may need to contact them to get their Mail Server details. If your email account is provided by Google, Hotmail/ Live/Outlook or Yahoo! it is designed to work on more than one network without needing to change the outgoing mail server. This means your email can switch from using mobile data to WiFi seamlessly. Contact us if you still need a hand setting up email on your mobile phone.

Nuisance or unwelcome calls are calls or messages that can be offensive, menacing or harassing that are received on a regular basis. If you’re receiving these types of communications, there are steps you can take to stop receiving them. Important No action can be taken for calls or messages originating from overseas We can’t block individual numbers from contacting you You'll not be given any information regarding the source of the unwelcome calls Changing your number This is the quickest way to resolve nuisance or unwelcome calls. We can change your number without the $25 fee. See ‘ How to change your mobile number ’ for more info. Report to Police If you’re receiving phone calls that are life threatening, you should contact the police immediately. Request an investigation If you've encountered unwelcome communications along the following patterns then we may be able investigate further. Ten or more unwelcome calls or messages in a 24 hour period, or Three or more unwelcome calls or messages over a 3 to 5 day period Examples must be from the last 14 days for us to be able to run a trace, please note the exact date and time and if known the number you’re receiving communications from. If we’re able to confirm the unwelcome communications, a warning letter is sent to the leaser of the phone number in question. If you continue to receive unwelcome calls, you’ll need to contact us with more examples to run further traces. If they fail to comply after a third warning letter is sent, that person’s service can then be suspended or cancelled. Contact us once you have examples outlined above.

If your Postpaid mobile or Broadband account is in credit due to overpayment, you may need us to process a refund for you. Refund method and timeframes Credit card payments - 2 - 5 working days BPAY: up to 1 week Cheque: up to 2 weeks Things to consider If you have paid via credit card, we can only process a refund back to the same card If your credit card has expired or been cancelled, a cheque will be sent Goodwill credits, adjustments or promotional credits are not eligible for a refund BPAY payments can be reversed back to the bank account the payment was made from. This is only possible if the full payment is unallocated (i.e. hasn’t gone towards any balance owing). If a partial refund of a BPAY payment is required then a cheque will be issued Arranging a refund is easy; simply contact us after reading the info above and we will take care of the request for you!

Tax invoices are available for your Prepaid service when you spend $82.50 or more in one transaction (i.e. a single call); any amount lower than this will not be eligible for a tax invoice. This is because when you purchase a top up or voucher, GST is not charged. GST Legislation A voucher is not a taxable item if when redeemed, the holder of the voucher receives supplies up to the same value of the voucher. GST legislation treats recharge vouchers or top ups in a similar way to gift store vouchers, which is that GST is not payable when the voucher is purchased, but is accounted for when the voucher is used to purchase goods. GST is payable by Virgin Mobile at the time any Prepaid credit is used, so the price of Prepaid calls will include GST. Requesting a Prepaid Tax Invoice If you’ve spent more than $82.50 on a single call, text or data session, we can arrange a tax invoice for you. Contact us and we can organise this. Things to consider Virgin Mobile does not provide tax advice but we do suggest you keep your purchase receipts and vouchers. Chat to your accountant or the Australian Tax Office for more info on GST legislation.

We have some info on what might be the problem and what you can do to recharge your service as soon as possible. Credit Card Recharge Limits To help combat credit card fraud, we've set up limits for prepaid recharges made via a credit card: Monthly credit card limit of $200 A limit of one prepaid transaction per credit card within 48 hours $1000 credit card limit per 180 days Limit on how many credit cards can be used on one account If you receive a message advising you cannot recharge due to a credit card restriction, contact us so we can check your account and see if you're eligible to remove the limit. In order to do this, we may ask you to send us 100 points of ID to confirm your identity. Recharged with the wrong plan If you've accidentally recharged with the wrong plan, you can get back on the right plan by performing another recharge with the plan you actually wanted. Any bonus credit you may have had will be lost. Any real credit you have will rollover. Recharge not applied Have you recharged your Prepaid service but your balance has not increased? If so, we'll need you to contact us so we can check your account and find out why the recharge wasn't applied. Prepaid Inactivity 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. Alternate recharge option - vouchers If you're unable to recharge with your credit card, you can use a voucher instead which are available at Virgin Mobile stores and major outlets.

My Account is Virgin Mobile’s online self-service portal, designed for customers. Virgin Mobile also offers a My Account Mobile App, available for download to iPhone and Android devices. My Account Functionality We offer heaps of self service options on our desktop version of My Account, like viewing your current Postpaid usage, topping up your Prepaid service via voucher or credit card, viewing and paying your current bill and more! Additional functionality: Activate your number, and swap your number to a new SIM Check your balance (Prepaid and Postpaid mobile) Add or remove a Data Pack (Prepaid and Postpaid mobile) Change your plan Port your number to us Turn International Roaming on or off Gift data to other Virgin Mobile customers Set up or update direct debit details Manage Auto-Alerts Add your Velocity number to earn points Register your credit card for Prepaid top ups or auto top ups, Update your PIN and contact details Retrieve your PUK code View your Prepaid usage history View your Prepaid mobile data usage Opt In to promotional material Change your mobile plan Check your commitment end date Request a payment extension Mobile App Functionality Our Mobile App lets you switch between multiple mobile services and manage your Data Packs. You can now also use the App to turn International Roaming on or off and even Gift Data to other Virgin Mobile customers. In addition to this, the App can be used to check your: Postpaid mobile usage, included value, excluded usage, rollover and data Prepaid credit and data balance Account balance and pay your bill Some App-etising facts Mobile data charges may apply to download the My Account App, though activity in the App (excluding bill payments) won’t count towards your included data usage; usage is zero-rated however the App can’t be checked offline The My Account App will store your log in details so you don’t have to enter your details each time Log in up to 12 Postpaid mobile numbers from the same or different accounts Your receipt of payment is emailed to you after we take a selfie of it using your phones camera

Having trouble logging in to the app? Try these simple steps below to get access again: Logging in to the app Just enter your Virgin Mobile service number and your six digit account PIN (you would have set this up when you first signed up with us). I've forgotten my PIN? Reset your PIN online. I've locked myself out or I've entered my PIN wrong 5 times. Help? Please call us here as we’ll need your details to unlock it. Ensure you have the latest version of the app installed You can find the latest version of the app on the Google Play Store or iTunes. Uninstall and reinstall the app Uninstall the app, then reinstall it from the Google Play Store or iTunes and try logging in again. Still can’t log in? Contact us and we’ll look into it further for you.

Support Articles

Voicemail Help

Mobile Broadband Troubleshooting

Online Billing

Heading Overseas?

Scam text messages

How to set up email on your iPhone or Android phone

Nuisance or unwelcome calls

Refunds

Prepaid Tax Invoices

Having trouble recharging your Prepaid service?

My Account & Mobile App Features

My Account App Login Troubleshooting