Sales Team

Mobile Sales

13 63 69

Broadband Sales

13 25 45

Looking to upgrade?

1300 306 787

Find a Store

75 stores across Australia

Monday - Friday
9AM - 10PM AEST

Saturday - Sunday
9AM - 6PM AEST

Service team

Within Australia

1300 555 100

From overseas

+612 8860 9848

7 days a week
7am - 11pm AEST
24hrs for lost or stolen phones

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Virgin Mobile Australia
Locked Bag 17
ROYAL EXCHANGE NSW 1225

Trouble paying your bill?

Within Australia

1300 304 090

From overseas

+612 8860 9826

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Got a gripe

If you haven't received the support you expect, please let us know!

In many cases, your issue can be resolved on the spot, but if it requires longer than 48 hours, our Customer Relations Team will take ownership and let you know what they are doing about it. We aim to resolve all customer issues within 10 working days.

If you're not happy with how we've resolved your issue, you can seek help from external channels such as the Telecommunications Industry Ombudsman.

Telecommunications Industry Ombudsman

Phone 1800 062 058
Fax 1800 630 614
Post PO Box 276, Collins Street West, VIC 8007
Online Make a complaint

Check out our Complaints Policy

Frequently Asked Questions

How can I pay for my service?

We have various payment options, including direct debit, BPAY, credit card (online or through the phone) or snail mail. You can check your account balance, pay your bill, and more, in My Account

How can I recharge my Prepaid service?

You can recharge your Prepaid service using your credit card or a recharge voucher, available from 1000s of outlets across Australia.  Recharge online via my account or dial 733 from your Virgin Mobile to recharge on the go. 

Take the hassle out of recharging and, set and forget with auto-recharge.  Use a monthly date or your credit level to trigger an auto-recharge via credit card.

I want my phone to connect to 4G

To enjoy all the benefits of 4G you'll need a

4G capable phone or tablet whereby:

If this checklist doesn’t have you covered, please give us a call and we’ll be happy to help you out.

 

How can I keep tabs on my usage?

The easiest way is probably via the My Account app for Android and iPhone. You can also log in to My Account on our website to view the same information (and more).

We'll also send you Auto-Alert texts to remind you once you’ve reached 50%, 85% and 100% of your included value and included mobile data. These alerts can be fully customised in My Account. Usage information can be delayed by up to 48 hours, and Auto-Alerts can take a further 2 hours to be sent. Please take this into account when estimating your most recent usage.

Does my data roll over?

On Postpaid mobile services, rollover applies to your unused included calls & text value.  On Prepaid mobile services unused credit and data rolls over if you recharge within 28 days.  Data does not rollover on Mobile Broadband services.

What if I need more data?

No problem, that’s what Data Value-Adds are for. These are handy little data add-ons you can use as a once-off or as a monthly top-up to the data you get in your plan. Data Value-Adds are available for purchase online or via My Account after your service has been activated.

You can only have one active Data Value-Add on your service at any one time, but you can add up to three Data Value-Add packs, per billing cycle.

Do you have the phone I want in stock?  Or will you range the phone I want?

Check out our online shop and have a look at the delivery messaging on each of the devices.  This messaging is updated regularly. 

If you want to know about the latest, greatest, devices that we’ll be ranging, leave us your number and we’ll send you a text when we know more.

Does Virgin Mobile have 12 month plans?

Not currently, but we do have some pretty awesome Phone Plans if you want a sparkly new phone, and SIM Plans if you want to keep that phone you already love.

How much will it cost me to call friends/family overseas?  Or, anywhere, for that matter?

That’s an easy one.

Is there a special promo you can offer me?

We have lots of great things available for our customers.  Check out our Hot Offers, some great benefits that only Virgin Mobile customers enjoy, and some nifty Virgin family perks.  If you’ve got mates already with Virgin Mobile, why not make the most of the relationship?

Can I keep my existing number when I join Virgin Mobile?

Yes! This is called 'porting' and it's as easy as entering a few details online when you place your order, when you activate your new phone, or any time later via My Account.

I have my shiny new phone/SIM, but what do I do now?

To activate your new service, just pop in some details, and, hey presto you’ll be one of our new favourite customers!

How do I activate Global Roaming on my service?

To set up Global Roaming, call us on 1300 555 100 (free call) 7am to 11pm (AEST), 7 days. Once roaming is activated, it will remain active until you request for it to be switched off. You can opt out of Global Roaming at any time whilst you are overseas, at no cost. To do this, you simply need to call + 61 2 8861 0588 and follow the prompts.

In order for us to activate Global Roaming, You must have paid your previous 3 bills on time and have no bills currently overdue OR you must pay for a once-off, non-refundable $250 credit on your account (this will apply to all new customers) Global Roaming is for Postpaid mobile phone services only. Broadband services are not included.

You can find more roaming information in our Global Roaming fact sheet.

I've lost, misplaced or had my phone stolen, what next?

Unfortunately, it sometimes happens. If you've lost, misplaced or had your phone stolen, please call us as soon as you can on 1300 555 100 (or +61 2 8860 9848 if you're calling from overseas) so we can block outgoing services for you. 

How do I arrange a replacement SIM?

There are lots of reasons you might want a new SIM – you have a new phone and need a different sized SIM, your SIM was lost or damaged, or perhaps unfortunately your phone was stolen, To grab a new SIM, simply visit us in store, or give us a call on 1300 555 100.

I have a replacement SIM, what do I do next? 

Once you're ready to move your existing Virgin Mobile number or your replacement SIM, simply log into My Account to complete your SIM Swap.. Once complete your old SIM card will no longer work so please make sure you back up any contacts or texts you would like to keep. 

I still have unanswered questions!

We’re here to help. Please contact us and we’ll sort it out for you.

Call us on 1300 555 100 any day 7am - 11pm AEST (+61 2 8860 9848 from overseas). Get in touch via Email or Twitter.

Virgin Mobile Postpaid customers enjoy

OPTUS
NETWORK
COVERAGE

Unlimited mobile
calls & text
VIRGIN TO VIRGIN
WITHIN OZ

Rollover your
unused included
call & text value

Free
VOICEMAIL
IN OZ

International
CALLS & TEXT
INCLUDED

3 VELOCITY POINTS
PER $1 SPENT ON
POSTPAID