Customer updates

Please note: As of June 25, 2010 there are some changes that will apply to all Members with handset insurance. See here

Due to a technical error, some Members did not receive credit for their 'Surprise Gig' Data Plan subscription.

This error only affects some Members who took up the offer between 1st April – 21st May 2010.

All affected Members have received a credit to their account to correct the error.

We apologise for any inconvenience caused.

Due to a technical error, some Members were charged $2.25 (instead of $0.55) for their entry into the Logies Best Dressed competition. All affected Members will have a refund credit applied to their account.

Due to a technical error, some Pre-Paid mobile phone members may have been charged for using Facebook between 1 Nov 2009 – 9 Dec 2009 during our free Facebook promotion.

Any prepaid member who used Facebook between these dates and incurred a data charge has had a credit applied to their service covering all their data charges for that period.

Commencing the 13th of December, our "$29/$49 Free2V" Vouchers will be called the "$29/$49 V2V" Vouchers

Check out our whole Pre-Paid range, including the new Your Cap 29 and many more.

We will be making changes to monthly credit limits on eligible Post-Paid mobile accounts over a 3 week period starting from 2 December 2009. The new credit limit will be based on the amount of monthly included value on your rate plan + $250. Here’s an example of how you can work out your new credit limit.

Current monthly included value	Add $250	Your new credit limit
$320	+ $250	$570

Got questions? Check out our FAQ’s here

You may have already seen that we have a couple of new charges coming into affect from 1 December 2009. Here at Virgin Mobile, we prefer not to charge you for stuff if we can help it, so keep reading to find out more about the new charges and how to avoid them.

Paper bill charge
From 1 December 2009 a $2.20 charge will apply to each paper bill we send you. Switch to online billing and you’ll continue getting your bill for free, plus cut down on paper usage. We’ll email you each month to let you know when it’s ready to view online.

To switch simply follow these steps:
1. Go to virginmobile.com.au/membersarea and log in & go to the Update Your Details section
2. Scroll to the bottom of the page and check the Email Billing box

Or call 1300 555 100 and ask us to do it for you. Got questions? Go to virginmobile.com.au/PBC

If you are already registered to online billing, you won’t have to pay the charge so there’s no need to take any action. Easy.

Payment processing fee
From 1 December 2009 any bill payment made by credit, charge or debit card (including direct debit from your credit, charge or debit card) will incur a 1% surcharge.

You can avoid the payment processing fee by choosing one of the following payment options:

• BPAY® via your bank
• Go to any Virgin Mobile Retail store and pay by cash or EFTPOS. Find your closest store @ virginmobile.com.au/store
• Pay by direct debit from your cheque or savings account. Download the forms @ virginmobile.com.au/directdebit (takes up to 2 weeks to set-up from when we receive the forms)

Want more info? Go to virginmobile.com.au/PPF

From 1 October 09 the $29 FREE 2V voucher will only be available online via My Account

Check out our whole Pre-Paid range, including the new Your Cap 29 and many more.

Due to fraudulent activity, the $95 Your Cap has been removed as an online top-up option for Pre-Paid customers, starting the 31st of August 2009.

Pre-Paid customers looking to recharge with the $95 Your Cap voucher can still do so through participating retail outlets, those set up on Auto Top-Up will NOT be affected.

As at 15/08/2009 & onwards. This voucher will only be able to be purchased ONLINE – at http://www.virginmobile.com.au/myaccount

Please make sure you take the time to view our complete voucher range, including our new YOUR CAPS.

Call types which allow connections to international calling services by calling local mobile numbers will no longer be allowed from 12 August 2009.

We’ve updated our Standard Form of Agreement (SFOA) to reflect this change. The amendment is in clause 5.2A of the General Terms. Head to virginmobile.com.au/sfoa.html if you’d like a copy of Virgin Mobile’s SFOA. It’s a top read.

If you are concerned about this change, please give the Virgin Mobile crew a call on 1300 555 100 before 2 September ’09 and we’d love to help any way we can.

Yes it's true. Get a FREE beer on us (or wine if that's your poison). And you don't have to tell us in 25 words or less why we rock to get it. Unless you really want to, in which case go right ahead.

Who's eligible?

All customers who said 'yes' to receiving promotional material from us, are aged 21 or over, have an eligible 3G handset and live in Sydney.

How do I get my FREE beer?

Just click on the link in the text we send you, it will direct you to a WAP voucher with the 'FREE beer' offer from either The Argyle or the Bavarian Bier Cafes. In the WAP voucher there is a map link so you can find the one closest to you.

Once at your watering hole, you'll get your free drink on us just by flashing your phone at the bar with the WAP voucher open on the screen (but DON'T click on the REDEEM button until the bartender tells you).

Terms & Conditions

Offer is valid for 1 free 300ml pure beer OR glass of red or white house wine from 5pm on the Thursday we send you the text until the next Sunday at midnight (for the Bavarian Bier Cafe offer) or the Friday at 8pm (for The Argyle offer). See validity dates on the actual vouchers for clarification. Not valid in conjunction with any other offer. Not redeemable for cash. Must be 21 years + to redeem coupon.

Here at Virgin Mobile we prefer not to charge you for stuff if we can help it (like our Free Voicemail in Oz), however due to increases in our operating costs our Late Payment Fee is increasing from $5 to $10, which will come into effect on 4^th July 2009. This fee is charged if you don't pay your full account balance by the due date.

Now here’s a way to avoid that nasty late payment fee altogether:

Simply pay by the due date, or ... with so much to organise these days, consider the convenience of Direct Debit.

With Direct Debit, your bill is paid automatically on the due date.

To set up Direct Debit from your credit card:
Call us on 1300 555 100 any day, 7am to 11pm and we'll organise it on the spot.

To set up Direct Debit from your bank account:
Print out the form from virginmobile.com.au/directdebit, fill it in and post it back to us, we’ll do the rest.

Effective 29 May 2009 calls to Liechtenstein (international dialling code + 421) will be barred due to an increase in fraudulent calling activity to this destination. If you need access to one of these locations restored, please visit contact us to find out how to contact us via e-mail or phone. In some cases we may be able to lift the restriction for you if you can provide us with some additional information.

Our $35 CAP is changing for any top-ups from 23-03-2009 onwards. This includes auto-top ups so if you have that option switched on, any top-ups after that date will be with the new credit. If you wish to make any changes to your current top-up settings, simply log into My Account and select 'Auto Top-Up' option.

Please make sure you check out the comparison between the old and the new versions so that you understand the differences, which include:

• An increase in your included credit from $170 to $180
• Now includes 20MB Mobile Internet data
• Expiry has changed from 30 days to 28 days
• Rates have increased – they are now 90c per minute billed per minute, instead of 40c per 30 seconds billed per 30 seconds
• The new Your Cap voucher still includes Free Calls and Text, but only up 2,500 and / or 3,000 text after which standard rates will apply.

	Existing Free To V Cap 35	New 35 Cap
Voucher Amount	$35	$35
Included Value	$170	$180
Expiry (days)	30 days	28 days
Included Mobile Data	0 MB	20 MB
Call Rate	$0.40 per 30 seconds	$0.90 per minute
Flagfall	$0.40	$0.40
Billing Increments	30 seconds	Per minute
Free to V	Fair Use Policy Applies limits 2,500 mins V2V calls & 3,000 V2V Text	V2V calls limited to 2,500 mins then standard rates apply. V2V SMS limited to 3,000 text then standard rates apply.

We've been made aware that some customers are receiving a HOAX email from Virgin Broadband Support with the following Subject Line: TERMINATION OF YOUR VIRGINBROADBAND WEBMAIL ACCOUNT. We will NEVER ask you to provide your Username and Password information in an email.

We are currently investigating the source of these HOAX emails and will take the appropriate action where possible.

Please treat this email as a HOAX and we recommend you do not respond to any of these emails.

If you have any other questions or feedback, please call our Customer Service Team on: 1300 555 100.

Xin chào! All Virgin Mobile customers can now make calls to Vietnam, just dial +84 and then the local number. Read more at virginmobile.com.au/rates/internationalcalls.html

There is a new service in the market where customers can call a local mobile number that then diverts the call to an overseas number at regular mobile rates. These numbers are usually advertised as offering "free overseas calls".

From 20 February 2009 these numbers will be classified as 'Special Numbers' and they will have a 40¢ flag fall and 40¢ per 30 secs call rate.

Although we continue to support them, some companies may decide to block these services for Virgin Mobile customers.

Check out our rates for all Special Numbers.