Virgin Mobile South Africa

Frequently asked questions at Virgin Mobile

Let's talk money:

Do you have any hidden costs? On our first bill you will see an admin fee and starter pack charge, which is once-off charge of R212.00 per service, including VAT.

Do I have to pay for itemised billing? If you have requested itemised billing you will be charged a monthly fee depending on the option you have chosen (either via email or via snail mail or BOTH). In certain cases Itemised Billing is mandatory.

What is the "phone charge" I see on my bill?If you are on a Classic Airtime Only contract and you have bought a phone this charge will reflect on your bill until you have paid off your phone. The good news is, it's interest free.

What if my phone was included in the package? If you have a TopUp or Classic Phone Contract your bill will only reflect the make and model of your phone with no charge, as it is included in your contract.

What are your banking details?

If you for some or other reason need to pay us directly these are our banking details:

Bank: Nedbank
Branch code: 145405
Account number: 1454080426

Remember to include your phone number or account number as a reference!

Billing 101

My debit order is on the 1st. What is my billing structure?
Your billing period ends on the last day of the month (30th/31st). You receive you airtime by the 1st of the month (Commitment, Talk limit, ACF (unused commitment from previous month). You are billed in arrears. So if your invoice date is the 1st of August, your payment date is the 1st of the month; and we will debit your account for payment on the 1st of September.

What is my billing structure if my debit order is on the 15th? Your billing period ends on the last day of the month (30th/31st) and you receive you airtime by the 1st of the month (Commitment, Talk limit, ACF (unused commitment from previous month). We bill you in arrears. So if your invoice date is the 1st of August, your payment date is the 15th of the month and we will debit your account for payment on the 15th of August.

What is my billing structure if my debit order is on the 25th?Your billing period ends on the last day of the month (30th /31st) and you receive you airtime by the 1st of the month (Commitment, Talk limit, ACF (unused commitment from previous month). You are billed in arrears. So if your invoice date is the 1st of August, your payment date is the 25th of the month and we will debit your account for payment on the 25th of August.

How do I pay my Virgin Mobile account? The preferred method for Postpay, Top Up and Prepay Monthly accounts is by a debit order against a nominated bank account or credit card. You can also choose to make additional payments by way of cash or electronic transfer. Payment can be made into the following account and you use you mobile number as a reference:

Account holder: Virgin Mobile
Bank: Nedbank
Branch: Sandton
Account Number: 1454080426
Branch Code: 145405
Reference: Your mobile number or account number

Please ensure that you fax through your proof of payment to 011 676 5408/9 or email it to deposits@virginmobile.co.za
Oh and remember to update your new credit card details as soon as they change, to avoid the payment returning!
All 123 free from your cell phone

How do I change or update my credit card details? If you want to update or change your credit card details, you need to download the Credit Card Registration form, complete the form, and send it, together with a copy of your ID and a copy of the front of the credit card to CreditCardRegistration@virgnmobile.co.za.
Our forensics department will contact you shortly after, to confirm your CVV number.

What happens if my debit order is returned? Look, a deal's a deal. We will send you a SMS to notify you of the returned payment and request payment within 48 hours.
If payment is still not received after this period, we temporarily disconnect the service and all calls you try and make to 123 whilst the service is temporarily disconnected, are routed to 129 Collections. But let's not even go the
Who do I call if I have account queries? For any queries regarding your account, contact our Customer Care Centre on 123 from your Virgin Mobile number or 0741 000 123 from any other network. This will only work whilst your service is still active.

How do I read my bills? Click here to download the "How to read your bill" pdf

How does the daily drop down rate work?

How do I move to another contract?

I love sending so many free SMSs. But what's the deal?

Airtime Carried Forward

Use it, don't use itYou can accumulate airtime from previous months up to a maximum of three times your monthly commitment (Also referred to as your monthly subscription). Your unused airtime appears on your bill in the billing summary section as closing ACF (ACF is defined as A irtime C arried F orward - see the definition below).

What is ACF? ACF is short for Airtime Carried Forward. This is any unused commitment (or airtime you haven't used yet from previous months) that you can accumulate over time. It includes bonus airtime.

Can I transfer my unused airtime to other Virgin Mobile numbers?Sorry, unused airtime cannot be transferred. It has to be used by the service (cell phone number) the airtime is accumulated on.

What happens to any airtime top ups I do?
Airtime top ups will not count towards your unused airtime. You will not lose this airtime however; normal voucher airtime windows (the period your voucher is valid for) will still apply

How long do I have to use my airtime in Rand value before I lose it?
Your airtime will only expire after you have accumulated 3 times your monthly subscription. Until then, it's yours for the talking. It could take you 3 months or 2 years. As long as your unused airtime doesn't exceed the Rand value of up to 3 times your airtime commitment/subscription. You do the math!

Is there any way I can get my Rand value back if I lose it? I didn't know that it would expire?
Unfortunately not. Once you exceed a maximum of three months, you cannot get it back. So it's important to use your airtime!

How do I check my ACF balance?
Your ACF balance appears in the billing summary section of your monthly bill. You can also get in touch with our call centre, and one of our consultants will help you work out your airtime carried forward. Call 123 from your phone or 0741 000 123 from a landline.

Number Portability

What is Mobile Number Portability?Mobile Number Portability (MNP) is a facility that allows you to move from one mobile Service Provider to another - without the hassle of changing your mobile number.

That's so cool! Will I be able to keep MY number? We'd love to let you keep your number. But you can't Port if:

…another Service Provider has suspended your calls because you haven't paid your bill/s.
…your number has been disconnected.
…you've ported in the last two months.
…the mobile number you wish to Port is already waiting to be moved across.
…you have given us incorrect details.
…you have not been given permission by the person responsible for the mobile contract in question to Port.
…your number is excluded from Number Portability by law.

How do I apply to Port to Virgin Mobile?Give us a call or pop into one of our full service stores (and simply ask to join us.) If you happen to be locked into one of those nasty long term contracts, don't cancel it until we've approved your application - and you've considered the costs involved in cancelling your existing contract.

Once we've approved your application you can sign up with us and we'll provide you with a SIM card and temporary number. At this point you can tell your old Service Provider that's over between you and you're moving on.
On the Porting date your old number will become active on the SIM we've given you. You won't have to lift a finger – we've got it covered.

For more information on this service, please download the Porting Guide in PDF format.

Do you offer phone insurance?

International Roaming

What is International Roaming? This is when you are residing in SA and wanting to make calls to any international countries, like your backpacking cousin in South America. A surcharge will apply to the normal tariffs.

How will I be billed? All international calls are billed on a per second basis from the 1st second (1:1); however TopUp Free SMSs packages are billed per minute for the 1st minute and a drop down rate as per package.

Where can I roam? You should be asking where you can't roam! We're on good terms with operators in no less than 120 countries, so the world is your network. See the appendix for the full list of countries in which you can roam. Send us a postcard!

How does it work?

Only Postpay customers can apply for International Roaming rights. Please note it may take up to 5 days to activate your roaming rights, so make sure you contact us in time!
Once you reach your destination and switch your mobile on, it should automatically register with a network that has signed an agreement with Virgin Mobile and has coverage in that area.
If your mobile is not set to select an operator automatically, or it does not find a suitable network, you may be required to manually select an operator. To do this, please consult your mobile manual.
You can make calls exactly as you would in South Africa. You need to use a dialling code when calling home, which is +27. Remember to drop the 0.
Bear in mind that all outgoing calls, including those made to South Africa and the country that you're in, will now be charged at international rates.
The calls you receive will be routed via Virgin Mobile in South Africa. This means that if you're in the UK, for example, and British residents call you, they will pay the charge of an international call.
People in South Africa may call you on your normal Virgin Mobile number - but you will now pay the international leg of the call. (Your callers may not know you're out of the country so it seems a bit unfair to charge them.)

What do I have to know about roaming?

When you are roaming you'll be charged for all outgoing calls and the international leg of all incoming calls.
All calls and SMS charges will include the foreign network charge plus a roaming charge.
GPRS/EDGE Data services and MMS will be available while roaming in the countries indicated
Bear on mind that it could take a while for all call records to reach Virgin Mobiles from the foreign networks (up to 3 months). This means we may not be able to cap your account when you have reached your Talk Limit or Credit Limit.
If we do not receive the information in time, these limits will kick in whilst travelling which could seriously cramp your style. So check that your Talk Limit or Credit Limit will be high enough or pay into your account to ensure you're not cut-off (like when you're standing next to the Great Wall of China and you want to call home to share the moment.)
Before you hop on the plane, make sure that your mobile has the right specifications for the country you going to. Different countries use different GSM bandwidths: dual-band; tri-band or quad-band. The more bands your mobile has the more countries you can roam in.
Check that you also have the necessary adapter for you charger as some countries use different plugs. You can thank us later.

What is "The Trombone Effect"?We strongly advise you to avoid 'tromboning' when you're roaming internationally. Before we tell you how to do this, let's explain the tromboning effect that occurs when you don't pick up a call:

You pay: someone in South Africa calls your Virgin Mobile number and, since you're roaming, you're charged for the international leg of the call.

You pay again: the international network now tries to locate you, and if your phone is busy or you don't take the call, the call will be diverted to your voicemail box in South Africa. (All voicemail messages are stored with Virgin Mobile in South Africa). You will be charged at international rates again – ouch!

…And again!

You will now be alerted that you have received a voicemail message and, if you'd like to hear it, you'll have to phone into the voicemail platform in South Africa. So this is your third payment at international rates!
Avoid the tromboning effect by forwarding all calls to voicemail
To save yourself from a nightmare bill, you should consider unconditionally forwarding all incomings calls to your voicemail box n South Africa. This means your mobile will never ring, but you will be able to make outgoing calls and receive SMS's.
If you unconditionally forward all calls to voicemail, you will only be charged when you phone South Africa to retrieve them. . Look, it's your money, but that's what we would do!
To retrieve your messages while roaming, dial +27 84 14 and the last nine digits of your mobile number (for example: +27 84 14 741 123 4567) Press # when you hear your own voicemail greeting. You will be prompted to enter your password and, unless you've changed it, it will be the default 1234.

How do I Top Up?

Virgin Mobile makes topping up with airtime a breeze. With 4 easy ways of staying connected, you'll always be in touch!

Topping up is as easy as falling out of a tree. (But a lot less painful)
Pop into any one of our Virgin Mobile stores
You can top up using Cell phone Banking or Online Banking or via any ATM
You can swipe your plastic
You can top up via your credit card: You have to register your credit card details with us by filling in the Credit Card registration form, and sending it to CreditCardRegistration@virgnmobile.co.za
Alternatively call Customer Services on 123 (FREE from your Virgin phone) or by going to one of our stores. Once that is sorted, you simply go to the Virgin Mobile Menu on your phone and select the "Credit Card Top Up" option. Make sure you remember your VPIN! If you have any issues, contact 123 from your Virgin phone.
You can add it to your shopping list at Altech Autopage Cellular, Clicks, CNA, Dis-Chem Pharmacies, Edgars, Jet, Jetmart, Legit, Mr Price, Pep Stores, Pick 'n Pay, Shoprite Checkers, Spar, Woolworths, Ster Kinekor. You can also buy airtime at one of these banks: Absa, FNB, Nedbank and Standard Bank,
Buy airtime at BP, Caltex, Engen, Quickshop, Total, Sasol or Shell.

How much have you got to say?Airtime vouchers are available in R10, R15, R35, R50, R80, R99, R120, R180, R300 and R500 denominations

AND NOW, the first prepay voucher with 250 or 500 Free SMSsThe M'tshele Nine Nine Texter - Just R99 or the Half M'tshele Nine Nine voucher - Just R50! Get the lowdown.

Short message codes

Voicemail

Basic phone usage

What is call barring?
There are a lot of freaks out there. Call barring allows you to bar calls and prevents unauthorized use of your mobile.

What is my barring code?
Barring code: default is 1234 if not changed by you.

How do I set up call barring using GSM codes?

Barring for all calls Cancel Query	*330barring code# then OK ##330barring code# then OK #330# then OK
Barring for outgoing calls Cancel Query	*33barring code# then OK ##33barring code# then OK #33#
Barring Incoming calls Cancel Query	*35barring code# then OK ##35barring code# then OK #35#
Barring for outgoing calls (international) Cancel Query	*331barring code# then OK ##331barring code# then OK #331#
Barring for outgoing calls (Roaming) Cancel Query	*332barring code# then OK ##332barring code# then OK #332#
Barring for incoming calls (Roaming) Cancel Query	*351barring code# then OK ##351barring code# then OK #351#
Cancel all barring	#330*barring code# then OK
Barring outgoing sms Cancel outgoing sms	33 barring code16# #33barrings code*16#
Barrings incoming sms Cancel incoming sms	35barring code16# #35barrings code*16#

What is call waiting?
Call waiting alerts you that you have another incoming call while you are already busy on a call. Like when you have your mom on line 1 and the president on line 2. You decide!

How do I activate Call Waiting using GSM codes?

Activate call waiting	*43# then OK
Deactivate call waiting	#43# then OK
Checking the status	*#43# then OK

What is call holding?
Call holding places a call on hold to make or receive another call.

What is call forwarding?
Call forwarding forwards calls to any number. It's free to forward calls to your voice mailbox but chargeable to any other number at applicable call rates.

How do I set up Call forwarding using GSM codes?

Divert all calls(unconditional divert) Cancel Query	*21destination11# OK ##2111# OK #2111# OK
Call Divert if no Answer Cancel Query	*61destination11time# OK ##6111# OK #6111# OK
Call Divert if Unreachable Cancel Query	*62destination11# OK ##6211# OK #6211# OK
Call Divert if Busy Cancel Query	*67destination11# OK ##6711# OK #6711# OK

How do I set up Call forwarding using GSM codes?

Send a Please call me	125recipient's number# OK
Voucher V-Charge	102voucher pin# OK
Credit Card V-Charge	1242amountlast 4 digits of Credit Card*Vpin# OK
Call Divert if Busy Cancel Query	*67destination11# OK ##6711# OK #6711# OK

What is my message centre number?
+27741 000 050

How do I get my hands on an itemised bill?

Edge, GPRS & 3G HSPA broadband services

Virgin Mobile now has the fastest internet speeds in South Africa

Virgin Mobile customers now have full access to 3G HSPA+ broadband data services with download.

What is GPRS?

GPRS stands for General Packet Radio Service (now you know). This is technology intended for data transfer within the existing GSM network. GPRS provides user with access to public Internet network, but also to all other networks based on IP protocol. In short, GPRS is a new way of transferring data via mobile phone. GPRS also enables access to standard WAP contents via mobile phones, but in a faster and easier way than before.

What is EDGE? (Enhanced Data rates for GSM Evolution)

EDGE provides Enhanced GPRS (EGPRS), which can be used for any packet switched applications such as an Internet connection @ faster speeds depending on the gadget compact ability and Network coverage
High-speed data applications such as multimedia benefit from EGPRS' increased data capacity. EDGE can carry data speeds up to 236.8 kbit/s for 4 timeslots (theoretical maximum is 473.6 kbit/s for 8 timeslots) in packet mode

What is 3G?

3G is the next stage in Cellular Evolution. A 3G network allows you access the internet and connection on applications at a much faster speed. 3G is also know as WCDMA (Wideband Code Division Multiple Access) or UMTS (Universal Mobile Telecommunication System)

How do I make sure I access the faster 3 G network and not the GPRS?

Check that your phone make and model is 3G compatible by going to gsm arena
Search for your phone, select your phone make and model.
Check that under General its states that your phone has 2G and 3G network access.
If your phone only has 2G access you will only be able to access the GPRS and EDGE network
If your phone has 3G access you will be able to access the 3G network

How do I use 3G and GPRS ?

As the user of a 3G or GPRS compatible mobile phone, you can connect via your phone to the Internet with just one click, i.e. can browse internet sites adapted for mobile phone technology, or WAP. For complete access to Internet via 3G or GPRS, you need to have the following:

A compatible device

A notebook, PC , 3G or GPRS compatible mobile phone, modem , router or MiFi device.
Phone and PC may be connected by a cable, infrared port or by via Bluetooth.;
There are also external 3G or GPRS modems , routers or MiFi devices which are connected to your computer via USB ports and so can be connected to the desktop computer, too.

A Virgin mobile SIM card with the following criteria

An active sim (A chargeable phone call has been made).
Positive Airtime balance (money in the bank).
No barring (RICA or otherwise).

How is 3G or GPRS charged?

GPRS is charged per amount or data transferred. Virgin Mobile charge 60c per meg – that’s a bargain in GPRS circles.

What “charging per data transferred” mean?

It means that you can stay connected to WAP for unlimited period of time and be charged only for the amount of data transferred, not for the time spent on browsing.
1024 bytes = 1 Kilobytes
1024 Kilobytes = 1 Megabytes
1024 Megabytes = 1 Gigabytes

Examples:

A single text character	1 byte
A typewritten page	2 kilobytes
A low-resolution photograph	100 kilobytes
A short novel	1 megabyte
A high-resolution photograph	2 megabytes
The complete works of Shakespeare	5 megabytes
A minute of high-fidelity sound	10 megabytes
The contents of a CD-ROM	700 megabytes
A pickup truck filled with books	1 gigabyte
The contents of a Single layer DVD	4.7 gigabytes
A collection of the works of Beethoven	20 gigabytes

Troubleshooting?

No 3G signal on phone

Check if you are using a 3G compatible phone
If so, perform a manual network search to see if you are within a 3G coverage area
Make sure the phone is set to Dual Mode/WCDMA preferred

Signal on the device but not making a 3G data connection

Check if you have airtime
Check signal strength
Reboot your phone

Slow speed on 3G connection

Check signal strength
Confirm device class
Also take into consideration network congestion

What will happen if you wish to answer the call received during your data transfer via an infrared connection?

The network provides voice preference over data therefore the internet connection will be suspended
As soon as the voice call disconnects, the 3G or GPRS session continues

Do I have to use a laptop to benefit from 3G or GPRS?

No, you may use a 3G or GPRS phone to browse WAP pages
You may also use a 3G or GPRS phone to connect your PC to the internet
3G or GPRS may also be used for synchronizing bases, checking bank accounts, emails, etc.

What makes internet access via a 3G or GPRS better than access via a fixed network?

The mobility of the user is the main advantage of GPRS
The GPRS service is available on the whole territory covered by the WCDMA /GSM network
It means that the Internet can be accessed from any place covered by a Cell C Network signal
3G is limited to most major metropolis like Johannesburg, Bloemfontein , Cape town, Pretoria, Durban and Port Elizabeth. Should you be out of the 3G network range you will then be accessing the GPRS/EDGE data network.

What influences the quality of this service?

The speed of transfer is influenced by your phone’s features
Our network enables a transfer speed of 53,6 kbit for GPRS and the 3G speed has not yet been confirmed and , but not all phone models can support this speed
Speed may be also influenced by your location in relation to the basic station. In zones with a bad signal quality, you may use fewer channels, resulting in somewhat lower transfer speed.

Which cellphone models are 3G or GPRS(2G)-compatible?

All the latest generation phones are 3G/GPRS compatible?
Please visit http://www.gsmarena.com to check for compatibility

Is it possible to use GPRS while I’m roaming?

Yes, but you need to check with our call center before going, since licenses differ for voice, SMS and data
3G is dependent on the country that you will be visiting as not all networks allow 3G roaming

Can I receive incoming calls while I’m surfing the web?

Yup! The advantage of 3G and GPRS is that the communication channel is always free, so you cannot miss a call while on Internet
You can easily switch from talking to 3G or GPRS and vice versa.

What is Multimedia Messaging?

Multimedia messaging allows a variety of message elements to be sent to you>
These can contain text, animations, photographs, sounds and (in future) streaming audio and video
You can compose your own messages, receive rich content messages from content providers and forward it to your contacts

What are some examples of services on MMS?

Taking a snapshot via a camera phone and sending to a friend
Receiving cartoon strips
Composing your own animated picture messages and sending to friends
Sending audio files
Sending pictures & audio files with simultaneous playback
Advertising

How does MMS compare to email?

MMS is very similar to rich email content, but it’s delivered in a mobile-friendly way
In fact, MMS uses email technology to underpin the technical capabilities
Some aspects of MMS will exceed standard email capabilities e.g. true control over sequences which conventional email doesn't handle

What is the connection between MMS and WAP?

MMS capability uses GPRS services to make it work - particularly the lower level WAP transport mechanisms which are optimised for operation over the GSM radio interface
MMS also uses GPRS push mechanism to transparently notify users of receipt of a new message.

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