How do I get my Virgin Mobile GPRS and MMS settings?
On your handset menu, find the Virgin Mobile menu. It normally appears on the first page of your handset menu or under "Applications". Once you've found it, chose the 5th option called "Virgin Settings" and after a few minutes, you'll receive 2 settings SMS's. Open the SMS's and select "Save" from the menu and then you're done.
What is GPRS?
General Packet Radio Service is a system that allows for further transfer of information over GSM cellular networks in small packets. For example, when sending an email it would be broken down into many small packets of information over the network.
What is the charge for GPRS?
60c per megabyte
Can I send a video clip via MMS?
Only if both your handset and the receiver's handset are capable of viewing video clips
What is the charge for an MMS?
75c
General Billing Queries
What is my billing structure if my debit order is on the 1st?
Your billing period ends on the 14th, you will receive your airtime on the 15th, then on the 20th you will receive your V Rewards, included airtime and SMS's as well as any unused airtime commitment.
What is my billing structure if my debit order is on the 15th?
Your billing period ends on the 30th, you will receive your airtime on the 1st, then on the 6th you will receive your V Rewards, included airtime and SMS's as well as any unused airtime commitment.
How do I pay my 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
Please ensure that you fax through your proof of payment to 011 676 5408/9 or email it to payments@virginmobile.co.za
What happens if my debit order is returned?
We will call or send you an SMS to notify you of the returned payment and request the payment on an agreed date with you.
Who do I call if I have account queries?
For any queries regarding your account, contact our Sort Me Out Centre on 123 from your Virgin Mobile number or 0741000123 from any other network.
What is my billing structure if my debit order is on the 25th?
Your billing period ends on the 9th, you will receive your airtime on the 10th, then on the 15th you will receive your V Rewards, included airtime and SMS's as well as any unused airtime commitment.
Recharging
How many ways can I recharge my mobile?
There are 3 ways:
1. You can buy a Recharge voucher at one of our stores
2. You can Recharge at the ATM
3. You can Recharge via your credit card
How can I Recharge via my credit card?
You have to have registered your credit card details with us by filling in the Credit Card registration form which can be found on our website, by calling customer services on 123 or by going to one of our stores. When that is sorted, on your mobile, you simply go to the Virgin Mobile Menu and select the Credit Card Recharge option. Make sure you remember your V Pin. If you encounter any issues, please contact 123 from your Virgin Mobile phone.
What do I do when my credit card expires?
You will need to re-register your Credit Card with us. Upon receiving your new credit card, you need to fill in theCredit Card Registration Form again as the details would be different.
How do I Recharge at an ATM?
1. Insert your ATM card like you normally would in any other transaction
2. Enter your PIN as prompted by the ATM
3. Depending on the ATM you're using, you should get to a screen where you're given options, i.e. Balance Enquiry, Withdrawal, Prepaid etc.
4. Select the Prepaid option
5. You will get a list of prepaid deals that you can buy via ATM from all service providers
6. Select the Virgin Mobile Logo
7. You will be given a list of vouchers with different price ranges to select from
8. Select the desired amount that you would like to Recharge with
9. On the next screen you will be prompted to enter the mobile number that you want to Recharge (Be sure that you punch in the right number here as the banks and your service provider do not take responsibility for you sending airtime to the incorrect number)
10. The next screen is where you get your confirmation, showing you how much you've requested to Recharge for and to which mobile you will be sending this airtime. It will clearly state to you to press 'Proceed' if you're sure that you have selected the right information
11. Then after making the confirmation, your mobile account should be Recharged
12. The moment your mobile account is Recharged, you will receive a confirmation SMS on that very number that you've Recharged
How do I Recharge via internet banking?
1. Login in to internet banking like you normally would for any other transaction
2. Then select the services option
3. Then select the prepaid services option
4. The next screen will prompt you to enter you 'one time PIN' - which is instantly sent to your mobile or email address as you've registered
5. After entering your 'one time PIN', you will go to the next screen which will give you all the prepaid services available
6. Select the Virgin Mobile Logo
7. Then you can choose the amount you want to Recharge with
8. Then select from which account you want to Recharge from
9. Then you can type the mobile number that you would like to Recharge, make sure you type in the correct mobile to Recharge
10. Then you click on the Recharge button
11. The next screen will be the confirmation screen, where you confirm whether all the information you've put in is correct, if it is then you click OK
12. The moment your mobile account is Recharged, you will receive a confirmation SMS on that very number that you've Recharged
MNP - Mobile Number Portability
What is MNP?
Mobile Number Portability - the ability to move with your number from one network to another.
What do I need to port to Virgin Mobile?
You need to have an active Virgin Mobile SIM card, and then simply call our customer service number 123.
What happens if I want to port out?
You must ensure that:
- Your account is current.
- Any outstanding amounts owing on your account you will be billed for all outstanding amounts.
- Any unused airtime will not be carried over to your new service provider.
- Messages on your current service provider SIM may be lost on porting to Virgin Mobile. I.E voicemail, sms, mms, etc. voice prompt
- All VAS will end on the port out:
- Voicemail
- Insurance
How long does it take to port if I am a PrePay subscriber at the other network?
Maximum 4 working days, simply call 123, your port request will be processed for you over the phone.
How long does it take to port if I am a PostPay subscriber at the other network?
Maximum 4 working days, but in this instance you must have filled in a port me form and have made sure that your account is up to date at your 'to be' old network.
What if my contract has already expired at my old network?
The port will not go through. Your number needs to be active at the moment the port request is sent through.
It's a Short Message Service that allows your phone to communicate using text messages for up to 160 characters per SMS
Is there a limit to the length of the SMS that is sent?
Yes - an SMS is 160 characters long
Where on my phone do I check if my message centre number is correct?
Go to messages, message settings, text messages then message centre number
How do I send an SMS?
From your handset: Consult your phone user guide to use this feature
What is a SMS delivery report?
It is a notification that your SMS has been delivered
What is a call me back service?
Call me back is a service that allows you send a free SMS to someone with a request to call you back. The recipient will then receive an SMS with the text "Please call me" followed by your Virgin number
How do I send a please call me?
You dial *125*recipient's mobile number# then yes/ok (green phone button).
How many Please call me's do I get a day?
7
How do I check my Prepay balance?
You dial *101# then yes/ok (green phone button)
How do I check my PostPay balance?
You dial *121# then yes/ok (green phone button)
How do I check for my V Rewards?
You dial *122# then yes/ok (green phone button) - this works for both PrePay and PostPay
Voicemail
What is a voice mailbox?
It is your own private mailbox where callers can leave a voice message. Your mailbox will notify you of any new messages by sending you an SMS
How do I retrieve my voicemail?
Just dial 121 then yes/ok (green phone button) and listen to the voice prompts
Can I listen to my voice messages from another phone?
Yes - Dial 08414
Enter the last 9 digits of your mobile number
Press yes/ok (green phone button)
Press # when you hear the voice prompt
Enter your password followed by #
The above applies even when you're roaming.
International roaming
What is international roaming?
International roaming lets you remain connected on your Virgin mobile number whilst traveling outside of South Africa's borders. This service is only available to Post-Paid customers
Is there a charge for international roaming?
Yes - you are required to pay an upfront deposit of R1000.00 for Virgin mobile to activate this service for you.
If I have more than one line on my account, does the roaming deposit apply to all my mobiles?
No - the international roaming deposit applies to one line only
Will my limit/threshold still apply while I am roaming?
No - as you will be on that other country's network, Virgin Mobile rules won't apply.
Can a Pre-paid subscriber apply for international roaming?
No
How do I access my voicemail while I am roaming?
You dial +27841(the last 9 digits of your mobile) then yes/ok (green phone button)
Why do I need a password for my voicemail?
When listening to a message from another phone and to listen to your messages from outside the country
Will I be able to use GPRS while roaming?
No - The Virgin Mobile GPRS settings will not be applicable on a foreign network
International Dialing
What is international dialing?
This is when you dial to a number outside the borders of South Africa.
As a PrePay subscriber can I do international dialing?
Yes
What is the charge for international dialing?
Postpay: Virgin mobile drop down rate (R1.55) + (Telkom rate)
Prepay: Zone A: R 7.00 | Botswana,Lesotho,Swaziland,Mozambique,Namibia,Malawi,Zambia,Zimbabwe
Prepay: Zone B: R 14.00 | Australia,Canada,New Zealand,USA,Caymand Islands,St.Helena,UK,Greenland,Malaysia
Prepay: Zone C: R 22.00 | Rest of the world excluding calls made to satellite service destinations.
What is the charge for an international SMS?
R 1.20
Basic Phone Usage
What is call barring?
Call barring allows you to bar calls and prevents unauthorized use of your mobile
What is call waiting?
Call waiting lets you put a caller on hold while you make or answer a second call
What is call holding?
Call holding places a call on hold to make or receive another call
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
Which USSD codes are available on my phone?
Message Centre Number
+27741000050
Send a Please call me
*125*recipient's number# OK
Voucher Recharge
*102*voucher pin# OK
Credit Card Recharge
*124*2*amount*last 4 digits of Credit Card*Vpin# OK
Divert all calls(unconditional divert)
Cancel
Query
**21*destination*11# OK
##21*11# OK
*#21*11# OK
Call Divert if no Answer
Cancel
Query
**61*destination*11*time*# OK
##61*11# OK
*#61*11# OK
Call Divert if Unreachable
Cancel
Query
**62*destination*11# OK
##62*11# OK
*#62*11# OK
Call Divert if Busy
Cancel
Query
**67*destination*11# OK
##67*11# OK
*#67*11# OK
Activate call waiting
*43# then OK
Deactivate call waiting
#43# then OK
Checking the status
*#43# then OK
Barring code: default is 1234 if not changed by you
Barring for all calls
Cancel
Query
**330*barring code# then OK
##330*barring code# then OK
*#330# then OK
Barring for outgoing calls
Cancel
Query
**333*barring code# then OK
##333*barring code# then OK
*#333#
Barring Incoming calls
Cancel
Query
**35*barring code# then OK
##35*barring code# then OK
*#35#
Barring for outgoing calls (international)
Cancel
Query
**331*barring code# then OK
##331*barring code# then OK
*#331#
Barring for outgoing calls (Roaming)
Cancel
Query
**332*barring code# then OK
##332*barring code# then OK
*#332#
Barring for incoming calls (Roaming)
Cancel
Query
**351*barring code# then OK
##351*barring code# then OK
*#351#
Can Virgin Mobile arrange insurance for my mobile?
Of course we can. Insurance is available to all Postpay customers and Prepay customers who have a direct debit facility. It will be available to you if you purchase a new mobile from us with a Virgin Mobile SIM. You will be required to pay your premiums monthly by debit order and Hollard will provide you with insurance cover.
What do I do when my phone is lost or stolen?
Be sure to let us know if something happens to it within 30 days (but tell the police within 48 hours). You will have to pay excess for each claim and other conditions apply. See the insurance claim form below for download.
What happens if I claim too many times in a short period of time?
If you claim 3 times within 18 months, Virgin Mobile reserves the right to cancel your policy by giving you a written notice.
What would my insurance premium be and how much would I be covered for?
Sum Insured+
Premium
Maximum Indemnity cover
500 - 3000
R50
R5000
3001 - 5000
R75
R7000
5001 - 8000
R100
R10000
8001 - 10000
R150
R12000
Cover includes: SIM card replacement and handset finance settlement in case of death, disability and involuntary retrenchment.
Maximum Indemnity includes the following over and above the sum insured value: Phone hire for loss abroad up to R2000. Unlawful usage up to R2000
Am I required to pay excess upon a claim?
Yes
What are the excess payments I will have to make?
Sum Insured
R500 - 3000
R3001 - 5000
R5001 - 8000
R8001 - 10000
Premium
R50
R75
R100
R150
1st Excess *
R200
R400
R600
R800
2nd Excess *
R400
R800
R1300
R1600
3rd Excess *
R800
R1600
R2600
R3200
Additional Excess +
R500
R500
R500
R500
Flat Excess ~
R200
R400
R600
R800
* Loss/Theft
+ Additional excess if 1st claim is within 3 months of policy inception.
~ Damage/Repair
If I bought a mobile cash with Virgin Mobile and I am on a V0 PrePay, can I insure my phone?
No - as we don't have a direct debit order with you
If I bought a mobile cash with Virgin Mobile and I am on a V100 or V500 PrePay, can I insure my phone?
Yes - as we do have a direct debit order on your account.
If I am on a top up deal with Virgin Mobile can I insure my mobile?
Yes
Can I insure my mobile if I am on PostPay?
Yes
What do I do if I want to insure my phone?
Simply call 123 from your Virgin Mobile phone or 0741000123 from any other phone
What do I do if I lose my insured phone?
Go to your nearest Virgin Mobile Store or call 123 or 0741000123 to report your phone stolen. This needs to be done in less than 48 hours from the time of the incident. The Store Champ or Customer Care Champ will give you a blacklisting form and a claim form. Also, within the 48 hours, you will need to go to your nearest police station to obtain an affidavit. Take the affidavit, blacklisting form and the claim form and fax it to our Insurance department: 011 676 5404
What do I do when my insured phone is damaged or needs to be repaired?
Go to your nearest Virgin Mobile Store or call 123 or 0741000123 to report the damage or repair. The champ will give/send you a claim form. Leave the phone at the store or the customer service champ will book the phone in for you to be picked up wherever you desire and it will go for repairs. Your claim form will be sent to Finrite for claim assessment.
Virgin Product Rates and Fares
What Packages does Virgin Mobile offer and what are the rates?
