Billing and Charges > Billing

Questions:

How will the new bill cycle affect you?

 

We have upgraded our systems. Your monthly bills have also undergone an extreme makeover. They will be more accurate and easier to read. 

 

If you started your contract or signed up for value added products before 01 May 2013, your invoice will reflect billing in arrears. 
 
What does this mean?
 
For these respective services, your bill will reflect usage, value added services and commitment charges for the previous month the same way you saw it previously, just with a snazzy new look and improved layout.
 
If you signed up or going to be signing up for a contract or value added products on or after 01 May 2013, your invoice will reflect billing in advance. 
 
What does this mean?
 
For these respective services, your bill will reflect usage from the previous month but monthly commitment and value added service charges for the month ahead, with the snazzy look and improved layout. If you have each of the above deals and they are both under the same account, then you will have both instances of arrears and advance billing respective to the product. 
 
Why does my first bill look so high?

 

For these respective services, your bill will reflect usage from the previous month but monthly commitment and value added service charges for the month ahead all with a snazzy new look and improved layout.

 
If you have both a deal you signed up for prior to 1 May 2013 as well as a deal you signed up for on or after 1 May 2013 then you will have instances of both arrears and advance billing.
 
In most cases, your first bill you receive may include: 
  • A SIM and connection fee
  • The prorated subscription for the first month of your contract.
  • The subscription for the month to come.
  • Any additional usage over and above included value in your first month of your contract (usually for Contracts with increased subscription caps)
  • Any valued added services like itemised billing or bundles loaded (first month will be charged prorated and the respective charge for the month to come) 
(Remember your subscriptions will be billed in advance for new products signed up after 01 May 2013)
I didn't receive my bill?
 
Don’t fret. There are many ways to get your hands on your bill.
 
  • You'll receive your monthly Mobi-Bill straight to your phone. 
  • Login to selfhelp to view your bill
  • Call Customer Care on 123 

 

How do I read my bill?

We know that invoices can be complicated, and we’re sorry – but we have to ensure we tell you everything you need to know so you know exactly what you’re paying for. It’s the Virgin way. 

 

View the New Bill Layout.

Are there any additional charges?

 

When you get your first Virgin Mobile bill – don’t panic! You will see an admin fee and starter pack charge. 

 

Other fees: 

 

Connection Fee R212
Renewal Fee R100
Sim Swap Fee (via Self Help) FREE
Existing Customer Migration from Prepaid R99

 

What if my phone was included in the package?

 

If you have a Contract or TopUp package with us, your bill will only show the make and model of your phone – with no charge attached. It’s included in your contract, so don’t worry!

Do I have to pay for itemised billing?

 

 

Depending on your Contract, itemised Billing may be Mandatory. If you have opted in for itemised billing, you will be charged a monthly fee, which depends on the option you have chosen (either email or snail mail). We will not charge you for your statement and invoice via email, but any other options may have additional charges. 

 

Customers who have not opted in or if it is not mandatory for that contract, you may request Itemised Billing on a once-off basis at a R49 fee.

 

What are the itemised billing and statement charges?

 

 *New charges as from 1 May 2013

 

  Email Bill Monthly Itemised Billing Print Bill  Once off Itemised Billing   
  R0 R10 R19 R49 Total cost
Email Bill Summary X        R0
Printed Bill Summary     X    R19
Email Bill Itemised X X      R10
Printed Bill Itemised   X X    R29
Once off Itemised Bill via email X     X  R49

 

Why does itemised billing have so many charges?

 

If you joined before the 1st April 2013 and had mandatory itemised billing, you were charged R22 for this service. This cost will continue for the duration of your contract.

 

 

If you joined after the 15th April, Itemised Billing charges are: 

 

  Email Bill Monthly Itemised Billing Print Bill  Once off Itemised Billing   
  R0 R10 R19 R49 Total cost
Email Bill Summary X        R0
Printed Bill Summary     X    R19
Email Bill Itemised X X      R10
Printed Bill Itemised   X X    R29
Once off Itemised Bill via email X     X  R49