Changing Provider

Leaving us or joining us? All you need to know.

Questions:

What is Mobile Number Portability?

 

Mobile Number Portability (MNP for short) is freedom! It means you can take your precious phone number, those 10 digits that are such an important part of your identity, and move to any mobile network in the country with no need to tell everyone about a new number.

 

They can call you on your ‘old’ number and it will work on the new network.

 
For everything you want to know about porting, download our Porting Guide.
Will I be able to keep MY number?

 

The good news is: Yes, you most definitely will. You just need to ensure you meet the following requirements and you’re good to go and ready to join the Virgin Mobile family. 

You can’t port if:

  • Another service provider has suspended your account 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 want to port is already waiting to be moved across.
  • You have given us the wrong details.
  • The person responsible for the mobile contract in question has not given you permission to port.
  • Your number is excluded from number portability by law.

If there’s anything else you need to know, please download our Porting Guide or visit your nearest Virgin Mobile store – we’d love to help and we can’t wait to meet you! 

Why would I want Mobile Number Portability?

 

MNP means you can join the rebels without changing your number. We had to resort to guerrilla tactics when we came to South Africa in order to spark an uprising – and we won! You can now take your number wherever you want!

 

If you PORT – you will never miss an important call because your number will not change. You won’t need to try and tell every single person you know that you have a new number and most of all – you won’t need to memorise a new one!

 

To get through the jargon (it’s not too bad, promise) let’s explain the difference between PORTING-IN and PORTING-OUT.

 

If you PORT-IN to Virgin Mobile, you are saying goodbye to your previous service provider and joining us, bringing your shiny, golden mobile number with you.

 

If you PORT-OUT, you are leaving us (which makes us incredibly sad) and taking your shiny, golden mobile number with you. 

 

For everything you want to know about porting, download our Porting Guide.

How do I change to Virgin Mobile?

 

 

We like it when things are easy. Don’t you? That’s why we made it foolproof to move over to Virgin Mobile (a move you will never regret). 

 

All you need to do is stride into your nearest Virgin Mobile Store or one of our retail partners and tell them in a loud and clear voice: I have had ENOUGH of my old service provider and I wish to join the Virgin Mobile movement. I am strong of heart and love doing things differently, will you have me?

 

(Okay, you don’t really need to say that.)

 

If you are on contract, 

  • Visit one of our Virgin Mobile stores or download the “Port Me” form  and return it to portme@virginmobile.co.za to kick-start the process. We’d love to welcome you to the family, we’ve already got a lovely Christmas sweater picked out for you!
  • Should you be chained to one of those nasty long-term contracts, remember not to cancel it until we’ve approved your application and you’ve considered the costs involved in cancelling your existing contract. The last thing we want is for this to cost you more money!

 

If you are on prepaid, 

  • Make sure you want to port an existing prepaid number. 
  • This number should not have been ported within the last 60 days. 
  • Buy, RICA and load airtime onto a Virgin Mobile SIM card. 
  • After a successful activation, you will receive a temporary Virgin Mobile number.
  • If you are an 8ta customer, SMS “PORT ME” and your 8ta number from your newly activated Virgin Mobile SIM cared to 30977 e.g., “PORT ME 081…”
  • If you are a Vodacom, Cell C,  or MTN customer, SMS “PORT ME” from your Vodacom, CELL C, or MTN SIM card followed by your newsly activated Virgin Mobile number to 30977 e.g., “PORT ME 0741…”

 

On the PORTING date, your old number becomes active on your Virgin Mobile SIM card and your life will never be the same again!

 

For everything you want to know about porting, download our Porting Guide.
What will it cost me to move to Virgin Mobile?

 

Zip. Nothing. Nought. Zero. Diddley squat!

There are a few things to be aware of though. If you are cancelling one of those nasty long-term contracts with another service provider, they will charge you cancellation fees. Horrible, we know.

If you want to PORT while your contract is still running, you should consider downgrading it to save money. 

For everything you want to know about porting, download our Porting Guide.

Where can I port?

 

To port, all you need to do is visit one of our stores or download the “Port Me” form and return it to portme@virginmobile.co.za to kick-start the process.

 

It’s that easy.

 

For everything you want to know about porting, download our Porting Guide.

Can Virgin Mobile refuse my request to port?

 

All service providers are obliged to take on new subscribers, but for us it goes further than that. We want you with us. Really.

But before we can get there, there are a few criteria you need to meet. You may be turned down if:

  • You have previous mobile accounts that haven’t been paid
  • Your number has been disconnected
  • You’ve PORTED in the last two months
  • You’ve given us the wrong details
  • You aren’t the person responsible for the contract
  • Your number has been excluded from NUMBER PORTABILITY by law

For everything you want to know about porting, download our Porting Guide.

What info is needed for me to Port?

 

We don’t want pages and pages of info. We don’t need to know what your favourite colour is (but we’d love for you to tell us, because we like to know things like that about our customers). 

 

To make sure it all runs smoothly, we will ask you whether you’ve PORTED in the last 60 days and if your account with your current service provider is in arrears. If you have ported in the last 60 days or your account with your current service provider is in arrears. Sorry, but we can’t let you in.

If you are going for our Prepaid option, we will need a valid mobile number and the date you would like PORT on, with a maximum 30-day time window. (Please note that numbers can’t be PORTED on Sundays or Public Holidays – they’re stubborn like that.)

 

If you are planning on being a Credit Account holder, we will need a little more info from you:

  • Name and ID
  • A valid mobile number and the date on which you want to PORT
  • Your account number at your current service provider
  • The account holder’s signature if it’s not you
  • Proof of income and residence if we need to do a credit vet

 

If you are PORTING a number for a business we will need:

  • Your entity’s name and registration number
  • A valid mobile number and the date on which you want to PORT
  • Your account number at your current service provider
  • The name and contact details of the person with signing power at your business
  • A completed Business application form, which will inform you of an additional document required for a credit vet

 

For everything you want to know about porting, download our Porting Guide.

Can I move to another contract?

 

We'd like to give people choices, but most importantly – we want them to make the right choices at the beginning. If you’ve got your eye on one of our other packages and you already have a phone on your current Virgin Mobile contract, you will need to settle the total outstanding amount before you can migrate to another contract.

How do I cancel my contract?

We're sorry to hear that you want to leave us. Please call 0741 000 123 or email CustomerCare@virginmobile.co.za to cancel your contract, you need to give the Virgin Mobile Customer Care team 30 days’ notice.

Renewing your contract?

To get rid of that old brick in your pocket:

1. Call 123 for free from your Virgin Mobile phone or 0741 000 123 at standard call rates, or

2. You can also email Retentions@virginmobile.co.za and one of our friendly Rockstars will give you a call back, or

3. Visit your nearest Virgin Mobile outlet and come say hi in person.

 
Will MNP affect me, even if I don't use it?

 

MNP is likely to affect all of us, because some service providers charge a premium when you phone someone from a different network. With the introduction of MNP, you can no longer tell what network someone is on just by looking at his or her number. Unfortunately, this means you won’t always know when you will pay a premium.

 

If you’re with Virgin Mobile, the impact will be almost negligible. We don’t charge extra for ‘cross-network’ calls, because we think it’s mean and quite honestly a bit of a dirty tactic.

 

For everything you want to know about porting, download our Porting Guide.