Whether you're curious about your first bill, want to know how to keep your existing number, or are wondering what happens when you run out of data, we've got the answers to all your burning questions right here.
If you're attached to your mobile number, you can bring it with you. You just need to call your old service provider and ask for your Port Authorisation Code (PAC). Then give us a call on 0345 6000 789* and we'll take care of the rest. The process usually takes just one working day.
If I change my mind, can I cancel my contract?
Can I cancel after 14 days?
Yes – no problem. If it's been more than 14 days since you got your phone and you want to cancel your contract, you'll just need to give us a month's notice. You'll also need to pay off any outstanding balance.
Is my phone under warranty?
Yes ­– your phone's covered by our 24-month warranty, or our 12-month if it's an iPhone. So if something goes wrong in this time, we'll sort it.
Why do you need to do a credit check?
Within 2 weeks of your new contract starting, you'll get your airtime bill. It'll include your monthly charges to date, plus any calls, texts or data you've used outside your allowance. After that, you'll get both bills – one for your airtime and one for your phone – on the same date each month. You can change your billing date whenever you like: just call 789 from your Virgin Mobile phone.
Are 084/087/09/118 numbers included in my allowance?
What happens when I use up my allowance?
Are 'unlimited' allowances really unlimited?
When does my contract start and end?
Can I use my phone in other countries?
Yes – you can cancel a Direct Debit at any time. Just contact your bank or building society. Then give us a quick call to let us know.
Will the Direct Debit Guarantee cover me?
Yes. This means you're protected against payments made in error or fraudulently. Which makes Direct Debit the UK's safest payment method.
Will my Direct Debit change?
If we need to make any changes to the amount, date or frequency of your Direct Debits, we'll let you know at least five days before anything happens.
It depends on which phone you have. It'll be up to £10.00 per month and paid by a separate Direct Debit to "NewAsurion". Your insurance will renew automatically for up to 60 months – and it'll end right away if you cancel your Virgin Mobile account.
How many claims can I make through my insurance?
You can make two successful claims in any 12 months, and each one has an excess between £20 and £80, depending on the phone – we'll have explained the excess for your handset when you took out your insurance. It'll be in your welcome pack, too.
You can cancel your insurance by calling 0345 030 3291*, emailing virginmedia@asurion.com or printing off a cancellation form here.
You'll get your first bill in the first week of your contract. It'll include your monthly charges to date, plus any calls, texts or data you've used outside your allowance. You can change your billing date whenever you like: just call 789 from your Virgin Mobile phone.
Yes – you can cancel a Direct Debit at any time. Just contact your bank or building society. Then give us a quick call to let us know. Will the Direct Debit Guarantee cover me?
Yes. This means you're protected against payments made in error or fraudulently. Which makes Direct Debit the UK's safest payment method.
It depends on which phone you have. It'll be up to £10.00 and paid by a separate Direct Debit to "NewAsurion". Your insurance will renew automatically for up to 60 months – and it'll end right away if you cancel your Virgin Mobile account.
You can make two successful claims in any 12 months, and each one has an excess between £20 and £80, depending on the phone – the excess for your handset should have been explained when you took out your insurance. It'll be in your welcome pack, too.