Customer Updates

From Saturday 11 May 2013 (11:15pm AEDT) to Sunday 12 May 2013 (7:00am AEDT) we will be taking some key services offline due to system maintenance.

1. Will the network be affected?
   No, the network will continue to operate as normal.
2. Can I still use my phone?
   Yes, your phone will still work.
3. What will be affected?
   A number of systems will be affected for all Members. These are:
   • My Account via the Virgin Mobile website
     During this period you will not be able to log into the My Account section of the Virgin Mobile website and all the normal features of My Account will not be available.
   • Virgin Vibe on your phone
     You will be able to browse the Vibe during this period, but new and subscription content will not be available to download.
4. I am a Prepaid Mobile Member, what are the main things I need to know?
   Yes, your phone will still work.
5. Recharging via credit card You will not be able to recharge your service with a credit card. You will however be able to recharge using a voucher which are available at 1,000s of outlets across Australia. You then call 733 and follow the prompts or simply enter 733 followed by your voucher/recharge card number then hit the 'call' button on your mobile.
6. Will my Auto Credit card Recharge be affected?
   Yes, during this period you will not receive a low balance message and your auto recharge will not occur. If you need to recharge during the upgrade period you can do so by purchasing a top up voucher from a major outlet. You then call 733 and follow the prompts or simply enter 733 followed by your voucher/recharge card number then hit the 'call' button on your mobile.
7. Can I check my prepaid balance?
   You will not be able to check your prepaid balance via your handset or by calling 1300 555 100.
8. I am a Postpaid Mobile Member, what are the main things I need to know?
   My Account will be unavailable.

We’ve changed our data policy effective from Friday 8th March, the VirginInternet APN settings will move from charging in 60kb blocks to 1kb increments for Prepaid mobile customers. This brings it in line with our Postpaid data rating.

This change means that customers using the VirginInternet APN are only charged for the actual data they use rather than in incremented blocks.

Please note that you will need a real money balance of $1.03 or greater in your account to access data.

From Saturday 9 March 2013 (11:15pm AEDT) to Sunday 10 March 2013 (7:00am AEDT) we will be taking some key services offline due to system maintenance.

1. Will the network be affected?
   No, the network will continue to operate as normal.
2. Can I still use my phone?
   Yes, your phone will still work.
3. What will be affected?
   A number of systems will be affected for all Members. These are:
   • My Account via the Virgin Mobile website
     During this period you will not be able to log into the My Account section of the Virgin Mobile website and all the normal features of My Account will not be available.
   • Virgin Vibe on your phone
     You will be able to browse the Vibe during this period, but new and subscription content will not be available to download.
4. I am a Prepaid Mobile Member, what are the main things I need to know?
   Yes, your phone will still work.
5. Recharging via credit card You will not be able to recharge your service with a credit card. You will however be able to recharge using a voucher which are available at 1,000s of outlets across Australia. You then call 733 and follow the prompts or simply enter 733 followed by your voucher/recharge card number then hit the 'call' button on your mobile.
6. Will my Auto Credit card Recharge be affected?
   Yes, during this period you will not receive a low balance message and your auto recharge will not occur. If you need to recharge during the upgrade period you can do so by purchasing a top up voucher from a major outlet. You then call 733 and follow the prompts or simply enter 733 followed by your voucher/recharge card number then hit the 'call' button on your mobile.
7. Can I check my prepaid balance?
   You will not be able to check your prepaid balance via your handset or by calling 1300 555 100.
8. I am a Postpaid Mobile Member, what are the main things I need to know?
   My Account will be unavailable.

From Friday 15 February 2013 (11:30pm AEDT) to Saturday 16 February 2013 (1:30am AEDT) we will be taking some key services offline due to system maintenance.

1. Will the network be affected?
   No, the network will continue to operate as normal.
2. Can I still use my phone?
   Yes, your phone will still work.
3. What will be affected?
   A number of systems will be affected for all Members. These are:
4. • My Account via the Virgin Mobile website
     During this period you will not be able to log into the My Account section of the Virgin Mobile website and all the normal features of My Account will not be available.
   • Members Lounge website
     There will be limited access to Members Lounge: you will be able to view content, but you will not be able to log in and redeem offers.
   • Virgin Vibe on your phone
     You will be able to browse the Vibe during this period, but new and subscription content will not be available to download.
5. I am a Pre-Paid Mobile Member, what are the main things I need to know?
   Yes, your phone will still work.
6. Recharging via credit card You will not be able to recharge your service with a credit card. You will however be able to recharge using a voucher which are available at 1,000s of outlets across Australia. You then call 733 and follow the prompts or simply enter 733 followed by your voucher/recharge card number then hit the 'call' button on your mobile.
7. Will my Auto Credit card Recharge be affected?
   Yes, during this period you will not receive a low balance message and your auto recharge will not occur. If you need to recharge during the upgrade period you can do so by purchasing a top up voucher from a major outlet. You then call 733 and follow the prompts or simply enter 733 followed by your voucher/recharge card number then hit the 'call' button on your mobile.
8. Can I check my prepaid balance?
   You will not be able to check your prepaid balance via your handset or by calling 1300 555 100.
9. I am a Postpaid Mobile Member, what are the main things I need to know?
   My Account will be unavailable.

From Tuesday 19 February 2013 (11:30pm AEDT) to Wednesday 20 February 2013 (1:30am AEDT) we will be taking some key services offline due to system maintenance.

1. Will the network be affected?
   No, the network will continue to operate as normal.
2. Can I still use my phone?
   Yes, your phone will still work.
3. What will be affected?
   A number of systems will be affected for all Members. These are:
   • My Account via the Virgin Mobile website
     During this period you will not be able to log into the My Account section of the Virgin Mobile website and all the normal features of My Account will not be available.
   • Members Lounge website
     There will be limited access to Members Lounge: you will be able to view content, but you will not be able to log in and redeem offers. Virgin Vibe on your phone.
   • You will be able to browse the Vibe during this period, but new and subscription content will not be available to download.
4. I am a Pre-Paid Mobile Member, what are the main things I need to know?
   Yes, your phone will still work.
5. Recharging via credit card You will not be able to recharge your service with a credit card. You will however be able to recharge using a voucher which are available at 1,000s of outlets across Australia. You then call 733 and follow the prompts or simply enter 733 followed by your voucher/recharge card number then hit the 'call' button on your mobile.
6. Will my Auto Credit card Recharge be affected?
   Yes, during this period you will not receive a low balance message and your auto recharge will not occur. If you need to recharge during the upgrade period you can do so by purchasing a top up voucher from a major outlet. You then call 733 and follow the prompts or simply enter 733 followed by your voucher/recharge card number then hit the 'call' button on your mobile.
7. Can I check my prepaid balance?
   You will not be able to check your prepaid balance via your handset or by calling 1300 555 100.
8. I am a Postpaid Mobile Member, what are the main things I need to know?
   My Account will be unavailable.

From Friday 15 February 2013 (11:30pm AEDT) to Saturday 16 February 2013 (1:30am AEDT) we will be taking some key services offline due to system maintenance.

1. Will the network be affected?
   No, the network will continue to operate as normal.
2. Can I still use my phone?
   Yes, your phone will still work.
3. What will be affected?
   A number of systems will be affected for all Members. These are:
4. • My Account via the Virgin Mobile website
     During this period you will not be able to log into the My Account section of the Virgin Mobile website and all the normal features of My Account will not be available.
   • Members Lounge website
     There will be limited access to Members Lounge: you will be able to view content, but you will not be able to log in and redeem offers.
   • Virgin Vibe on your phone
     You will be able to browse the Vibe during this period, but new and subscription content will not be available to download.
5. I am a Pre-Paid Mobile Member, what are the main things I need to know?
   Yes, your phone will still work.
6. Recharging via credit card You will not be able to recharge your service with a credit card. You will however be able to recharge using a voucher which are available at 1,000s of outlets across Australia. You then call 733 and follow the prompts or simply enter 733 followed by your voucher/recharge card number then hit the 'call' button on your mobile.
7. Will my Auto Credit card Recharge be affected?
   Yes, during this period you will not receive a low balance message and your auto recharge will not occur. If you need to recharge during the upgrade period you can do so by purchasing a top up voucher from a major outlet. You then call 733 and follow the prompts or simply enter 733 followed by your voucher/recharge card number then hit the 'call' button on your mobile.
8. Can I check my prepaid balance?
   You will not be able to check your prepaid balance via your handset or by calling 1300 555 100.
9. I am a Postpaid Mobile Member, what are the main things I need to know?
   My Account will be unavailable.

We have identified some issues around our $49, $79 and $99 Homemade recharge vouchers and have temporarily removed them from My Account. You can however, still recharge online for all other vouchers.

To recharge with our $49, $79 and $99 Homemade recharge vouchers you can phone 733 (free call from your handset), or visit one of the 1000s of outlets across Australia.

We apologise for any inconvenience caused

From Saturday 8 December 2012 (11pm AEST) to Sunday 9 December 2012 (8am AEST) we will be taking some key services offline due to system maintenance.

1. Will the network be affected?
   No, the network will continue to operate as normal.
2. Can I still use my phone?
   Yes, your phone will still work.

3. What will be affected?
   A number of systems will be affected for all Members. These are:

   • My Account via the Virgin Mobile website
     During this period you will not be able to log into the My Account section of the Virgin Mobile website and all the normal features of My Account will not be available.
   • Virgin Vibe on your phone
     You will be able to browse the Vibe during this period, but new and subscription content will not be available to download.

4. I am a Prepaid Mobile Member, what are the main things I need to know?
   Yes, your phone will still work.

   Recharging via credit card You will not be able to recharge your service with a credit card. You will however be able to recharge using a voucher which are available at 1,000s of outlets across Australia. You then call 733 and follow the prompts or simply enter 733 followed by your voucher/recharge card number then hit the 'call' button on your mobile.

   Will my Auto Credit card Recharge be affected?
   Yes, during this period you will not receive a low balance message and your auto recharge will not occur. If you need to recharge during the upgrade period you can do so by purchasing a top up voucher from a major outlet. You then call 733 and follow the prompts or simply enter 733 followed by your voucher/recharge card number then hit the 'call' button on your mobile.

   Can I check my prepaid balance?
   You will not be able to check your prepaid balance via your handset or by calling 1300 555 100.

5. I am a Postpaid Mobile Member, what are the main things I need to know?
   My Account will be unavailable.

We are making changes to our Prepaid Topless vouchers from 12 November 2012 onwards

• New customers will not be able to activate on a Prepaid Topless rate plan
• Existing Prepaid Topless customers can remain on Topless, however our recharge options are changing -
• After 12 November you will not be able to recharge online, you will however be able to recharge using a voucher which is available at 1,000s of outlets across Australia. Once you purchase a voucher, call 733 and follow the prompts, or simply enter 733 followed by your voucher/recharge card number then hit the 'call' button on your mobile.
• Existing Prepaid Topless customers who move to another rate plan will not be able to return to Topless.
• Expiry length will remain the same
• Rates will remain the same

From Saturday 6 October 2012 (10pm AEDT) to Sunday 7 October 2012 (10pm AEDT) we will be taking some key prepaid services offline due to system maintenance.

1. Will the network be affected?
   No, the network will continue to operate as normal.
2. Can I still use my phone?
   Yes, your phone will still work.
3. Will My Account be affected?
   Yes, My Account will not be available during this time, this will impact the following:
   • Account balances for prepaid customers
   • Viewing your Mobile Internet data usage
   • Prepaid recharges
   • Auto recharge

Recharging via credit card
You will however be able to recharge using a voucher which is available at 1,000s of outlets across Australia. Once you purchase a voucher, call 733 and follow the prompts, or simply enter 733 followed by your voucher/recharge card number then hit the 'call' button on your mobile.

Will my Auto Credit card Recharge be affected?
Yes, during this period you will not receive a low balance message and your auto recharge will not occur. If you need to recharge during the upgrade period you can do so by purchasing a top up voucher from a major outlet. You then call 733 and follow the prompts or simply enter 733 followed by your voucher/recharge card number then hit the 'call' button on your mobile.

Can I check my prepaid balance?
Yes, you can call or SMS 225 (20c) to check your balance.

We are updating our international call rates to the following countries for customers on Your Cap vouchers:

We are updating our international call rates to the following countries for customers on Topless vouchers:

The changes will apply from 16 August 2012. View our new rates.

Due to severe weather conditions our call centres have been impacted and are operating at a reduced capacity and in some cases there will be longer than usual delays. We apologise for any inconvenience these delays have caused and we wish to assure our customers we are working to achieve full capacity in our call centres as soon as possible. Virgin Mobile encourages our customers to access the help and support section of our website. Customer enquiries can also be directed through our social media channels at Facebook.com/VirginMobileAus and twitter.com/VirginMobileAus.

Our thoughts are with our staff and their families affected by this natural disaster.

We are updating our international call groups and rates for Prepaid Mobile Services:

The changes will apply from 21 May 2012 for Your Cap vouchers. View our new rates.

We are making changes to our Prepaid $19 Your Cap for any recharges from 28th May onwards.

• We are reducing the included data from 1Gb to 250Mb
• We are making some exciting changes to the included value, so please keep an eye on this page on the 28th of May for the full details.
• Expiry remains the same at 28 days
• Rates remain the same

Please note that even though we are reducing the included data on the Your Cap $19 - we will not take any data away that has already been applied to an account. Only recharges that are made on/after the 28th of May will have the new included data (250Mb). Similarly, all recharges purchased before the 28th that are not activated until the 28th will have the new included value & data.

We are updating our international call rates for some Prepaid Mobile Services to the following countries:

• Cuba
• Western Samoa
• Solomon Islands
• Papua New Guinea
• Tokelau
• Ghana
• Sudan

The changes will apply from 1 March 2012 for Your Cap & Home Made vouchers. View our new rates.

Effective February 20, 2012 calls to Ghana (international dialling code + 233), Myanmar/Burma (international dialling code + 95), Guantanamo Bay and Cuba (international dialling code 53) will be barred; this is due to an increase in fraudulent calling activity to these destinations.

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.

From Saturday 28 January 2012 (11pm AEDT) to Sunday 29 January 2012 (8am AEDT) we will be taking some key services offline due to system maintenance.

1. Will the network be affected?
   No, the network will continue to operate as normal.
2. Can I still use my phone?
   Yes, your phone will still work.

3. What will be affected?
   A number of systems will be affected for all Members. These are:

   • My Account via the Virgin Mobile website
     During this period you will not be able to log into the My Account section of the Virgin Mobile website and all the normal features of My Account will not be available.
   • Members Lounge website
     There will be limited access to Members Lounge: you will be able to view content, but you will not be able to log in and redeem offers.
   • Virgin Vibe on your phone
     You will be able to browse the Vibe during this period, but new and subscription content will not be available to download.

4. I am a Pre-Paid Mobile Member, what are the main things I need to know?
   Yes, your phone will still work.

   Recharging via credit card You will not be able to recharge your service with a credit card. You will however be able to recharge using a voucher which are available at 1,000s of outlets across Australia. You then call 733 and follow the prompts or simply enter 733 followed by your voucher/recharge card number then hit the 'call' button on your mobile.

   Will my Auto Credit card Recharge be affected?
   Yes, during this period you will not receive a low balance message and your auto recharge will not occur. If you need to recharge during the upgrade period you can do so by purchasing a top up voucher from a major outlet. You then call 733 and follow the prompts or simply enter 733 followed by your voucher/recharge card number then hit the 'call' button on your mobile.

   Can I check my prepaid balance?
   You will not be able to check your prepaid balance via your handset or by calling 1300 555 100.

5. I am a Postpaid Mobile Member, what are the main things I need to know?
   My Account will be unavailable.

Due to a technical error, some Members were charged more than once for their '30 days of sports' subscription. All impacted Members will have a refund credit applied to their account.

From Saturday 14 January 2012 (11pm AEDT) to Sunday 15 January 2012 (9am AEDT) we will be taking some key services offline due to system maintenance.

1. Will the network be affected?
   No, the network will continue to operate as normal.
2. Can I still use my phone?
   Yes, your phone will still work.

3. Will My Account be affected?
   Yes, the following services in My Account will not be available during this time:

   • Account balances for prepaid customers
   • Viewing your Mobile Internet data usage
   • Prepaid recharges for Prepaid and Mobile Broadband customers
   • Auto recharge
   All other services in My Account will be available

4. I am a Pre-Paid Mobile Member, what are the main things I need to know?
   Yes, your phone will still work.

   Recharging via credit card You will not be able to recharge your service with a credit card. You will however be able to recharge using a voucher which are available at 1,000s of outlets across Australia. You then call 733 and follow the prompts or simply enter 733 followed by your voucher/recharge card number then hit the 'call' button on your mobile.

   Will my Auto Credit card Recharge be affected?
   Yes, during this period you will not receive a low balance message and your auto recharge will not occur. If you need to recharge during the upgrade period you can do so by purchasing a top up voucher from a major outlet. You then call 733 and follow the prompts or simply enter 733 followed by your voucher/recharge card number then hit the 'call' button on your mobile.

   Can I check my prepaid balance?
   You will not be able to check your prepaid balance via your handset or by calling 1300 555 100.

5. I am a Postpaid Mobile Member, what are the main things I need to know?
   There will be no impact to your service
6. I am a Mobile Broadband Member, what are the main things I need to know?
   You will not be able to recharge your service during this period

7. Will any other services be impaced?
   The following services will also be impacted during this period;

   • Vibe: You will not be able to make any purchases
   • Service Activations: This service will be unavailable during this time.

Due to a system issue, some Prepaid Mobile Broadband customers are currently seeing an incorrect $200 credit in their recharge history under the title "VMA CHRISTMAS BONUS".

This bonus promotion is only available to Prepaid Mobile customers and is not applicable to Prepaid Mobile Broadband. The message is an error and has not modified your service in any way, or changed your data balance or expiry.

We are working to fix this issue as soon as possible and apologise for any inconvenience caused.

Due to unforeseen circumstances, as of 16/11/2011, we can no longer offer our Pagemail service to members. We apologise for any inconvenience this may cause you.

If you have Pagemail set up on your handset we recommend you switch your phone diversions from 258 (Pagemail) to 212 (Voicemail). You can find your diversions in the call settings menu of your phone. If you do not wish to use Voicemail, all you need to do is delete 258 from your call diversion settings.

Details on how to activate your Voicemail can be found here.

When you setup Voicemail, don’t forget to change your PIN to something you’ll find easy to remember, but will be difficult for others to guess.

Unlike Pagemail, Voicemail is absolutely free in Oz. That’s no cost to setup and no cost to retrieve and listen to messages.

If you require assistance with setting up Voicemail or changing your handset diversions please contact customer service on 1300 555 100 7am to 11pm EST.

From Saturday 12 November 2011 (11pm AEDT) to Sunday 13 November 2011 (7am AEDT) we will be taking some key services offline due to system maintenance.

1. Will the network be affected?
   

   No, the network will continue to operate as normal.

2. Can I still use my phone?
   

   Yes, your phone will still work.

3. What will be affected?
   

   A number of systems will be affected for all Members. These are:

   • My Account via the Virgin Mobile website

     During this period you will not be able to log into the My Account section of the Virgin Mobile website and all the normal features of My Account will not be available.

   • Members Lounge website

     There will be limited access to Members Lounge: you will be able to view content, but you will not be able to log in and redeem offers.

   • Virgin Vibe on your phone

     You will be able to browse the Vibe during this period, but new and subscription content will not be available to download.

4. I am a Pre-Paid Mobile Member, what are the main things I need to know for this period?
   

   Yes, your phone will still work.

   • Recharging via credit card

     You will not be able to recharge your service with a credit card. You will however be able to recharge using a voucher which are available at 1,000s of outlets across Australia. You then call 733 and follow the prompts or simply enter 733 followed by your voucher/recharge card number then hit the ‘call’ button on your mobile.

   • Will my Auto Credit card Recharge be affected?

     Yes, during this period you will not receive a low balance message and your auto recharge will not occur. If you need to recharge during the upgrade period you can do so by purchasing a top up voucher from a major outlet. You then call 733 and follow the prompts or simply enter 733 followed by your voucher/recharge card number then hit the 'call' button on your mobile.

   • Can I check my prepaid balance?

     You will not be able to check your prepaid balance via your handset or by calling 1300 555 100.

5. I am a Postpaid Mobile Member, what are the main things I need to know?
   

   My Account will be unavailable.

As you may know we removed the Big Cap voucher from market on the 1st of October. However in the first few days of October (1 - 4), the recharge area within My Account did not display the correct included value ($300) but displayed an incorrect amount ($450).

All customers who purchased a recharge via My Account in that time period have been identified and contacted via SMS. If these customers recharge before the end of November on a Your Cap voucher they will receive an additional $150 cap credit.

What’s happening?

We've introduced a new range of Data Plans for you. These plans have a 30 day minimum subscription period, but now also have heaps more included data for the same price as our current range of data plans.

Because we've introduced these new plans, we’ll shortly be retiring your current Data Plan and we’ll automatically switch you over you to the corresponding new Data Plan*.

Will this cost me anything?

No. You’ll pay exactly the same amount for your new plan as your current plan.

How much more data will I get?

Our new Data Plans have a 30 day minimum subscription period. You can cancel your new Data Plan at any time and the cancellation will take effect from your first billing cycle after the end of the 30 day minimum subscription period.

What do I need to do?

• I want more data for the same price each month - you’ve got two options:
  1. Do nothing. From your next bill cycle you'll automatically be switched over to the corresponding new Data Plan. You'll receive the increased amount of data for the same price you’re currently paying.
  2. Switch now. These plans are already available in My Account. So if you don’t want to wait until your next billing cycle log into My Account and upgrade to start getting more data for the same price! Please note: the 1.5GB for $15 is not available in My Account**.

• I no longer wish to have a data plan

  If you no longer need a data plan or if you don’t want to upgrade to our new plans please call us on 1300 555 100 to cancel your current subscription. You will need to do this within 30 days of getting the recent text notification that we sent you (or before your next bill cycle) otherwise you will be automatically upgraded.

If you have any further queries about these changes please contact us.

From Saturday 30 July 2011 (11pm AEST) to Sunday 31 July 2011 (7am AEST) we will be taking some key services offline due to system maintenance.

1. Will the network be affected?

   No, the network will continue to operate as normal.

2. Can I still use my phone?

   Yes, your phone will still work.

3. What will be affected?

   A number of systems will be affected for all Members. These are:

   • My Account via the Virgin Mobile website

     During this period you will not be able to log into the My Account section of the Virgin Mobile website and all the normal features of My Account will not be available.

   • Members Lounge website

     There will be limited access to Members Lounge: you will be able to view content, but you will not be able to log in and redeem offers.

   • Virgin Vibe on your phone

     You will be able to browse the Vibe during this period, but new and subscription content will not be available to download.

4. I am a Pre-Paid Mobile Member, what are the main things I need to know for this period?

   Yes, your phone will still work.

   • Recharging via credit card

     You will not be able to recharge your service with a credit card. You will however be able to recharge using a voucher which are available at 1,000s of outlets across Australia. You then call 733 and follow the prompts or simply enter 733 followed by your voucher/recharge card number then hit the ‘call’ button on your mobile.

   • Will my Auto Credit card Recharge be affected?

     Yes, during this period you will not receive a low balance message and your auto recharge will not occur. If you need to recharge during the upgrade period you can do so by purchasing a top up voucher from a major outlet. You then call 733 and follow the prompts or simply enter 733 followed by your voucher/recharge card number then hit the 'call' button on your mobile.

   • Can I check my prepaid balance?

     You will not be able to check your prepaid balance via your handset or by calling 1300 555 100.

5. I am a Postpaid Mobile Member, what are the main things I need to know?

   My Account will be unavailable.

You may have heard that we introduced the Big Cap $29 recharge which for a limited time comes with $450 of included credit¹. Because of this, we’ve decided to withdraw the Your Cap $35 voucher from sale. This is good news for anyone recharging with a Your Cap $35 as you can now spend a little less and get even more value.

So when you recharge next, ask for the Big Cap $29, it normally comes with $300 credit but for a limited time only, the Big Cap $29 recharge has $450 of included credit¹

View our voucher options & rates

For customers who have selected the Your Cap $35 on auto recharge, it will remain as is, however we recommend updating your auto recharge selection to the Big Cap $29 via My Account

Update: 11 May 2011, 10.00am

All My Account services have now been restored. Login to My Account to get your latest balance, and access to your account information and services. Please contact us on 1300 555 100 if you are still experiencing any issues. We apologise for any inconvenience caused.

Update: 5.00pm

Our team are making good progress on restoring the services, and prepaid balances are now intermittently available through My Account. We are still working in the items below as a matter of urgency and apologise for the inconvenience. Please refer back for further updates at 10.00am tomorrow morning (11 May 2011)

Update: 2.00pm

Due to technical issues these services are currently unavailable:

• Prepaid Recharges
  Prepaid recharge is unavailable via My Account. To recharge using a voucher, please call 733 from your handset (Free Call)
• Prepaid Mobile Broadband Recharges
  Mobile Broadband recharges are also not working via My Account. If you are out of credit, please contact us on 1300 555 100.
• Prepaid Balances
  Prepaid balances are currently not up to date in My Account. To get an updated balance please call 225 (cost of $0.20 cents).
• Account Changes
  We are unable to perform certain changes to your account.
• Activations
  Activation of your service will be delayed.

Our sincere apologies for any inconvenience caused. We are working on restoring all services as a matter of urgency, and will provide another update by 5pm today.

We have identified some issues around our $29, $45, $75 and $95 recharge vouchers and have temporarily removed them from My Account.

You can however, still recharge online for all other vouchers.

To recharge with $29, $45, $75 and $95 you can phone 733 (free call from your handset), or visit one of the 1000s of outlets across Australia.

We apologise for any inconvenience caused

Due to a planned system upgrade, our Voicemail system will be out of action from 11pm Monday 11 April 2010 until 3am 12 April 2010.

Between these times customers will be unable to leave or retrieve messages or update their mailbox.

We apologise for any inconvenience this may cause our customers.

Due to a planned system upgrade, our Voicemail system will be out of action from 11pm Wednesday 06 April 2010 until 3am 07 April 2010.

Between these times customers will be unable to leave or retrieve messages or update their mailbox.

We apologise for any inconvenience this may cause our customers.

The Your Cap $29 recharge will now be called the Big Cap $29 recharge.

For a limited time only, the Big Cap $29 recharge has $450 of included credit¹, but we're also changing some of the rates, so please review the table below to get the full picture.

Also, please note the following special offers have now ended

1. The 'Unlimited standard text' offer for every Your Cap recharge.
2. The ‘Surprise 1GB mobile internet’ offer for the Your Cap $29.

We have identified some issues around our $75 and $95 recharge vouchers and have temporarily removed them from My Account.

You can however, still recharge online for all other vouchers.

To recharge with $75 or $95 you can phone our call centre on 1300 555 100 or pop in to your nearest Virgin Mobile store.

We apologise for any inconvenience caused.

The rights and remedies of consumers under Australian law are changing from 1 January 2011. From 1 January 2011, if you purchase goods or services from us which cost less than $40,000, or goods or services which cost more than $40,000 and which are normally used for personal, domestic or household purposes, then certain consumer guarantees apply to those goods and services (consumer guarantees).

Consumer guarantees apply in addition to any express warranties which may be given.

We guarantee that

• goods are of acceptable quality and match any description;
• any express warranties will be honoured;
• you are buying goods that have clear title, that do not have undisclosed securities, that are fit for any disclosed purpose, with a right to undisturbed possession and that match sample or demonstration model; and
• the services we supply are provided with due care and skill, are fit for any specified purpose and are provided within a reasonable time

If the goods or services we supply fail to meet a consumer guarantee, you will have rights against us and, in some cases, the manufacturer, who will have to provide a remedy.
When the problem with the goods or service is minor, we can choose between providing a repair or offering you a replacement or refund.

When there is a major failure, you can

• reject the goods and services and either choose a refund or a replacement; or
• ask for compensation for any drop in value of the goods or services.

You may not be entitled to a refund or replacement under the Australian Consumer Law if the good is not rejected within a reasonable period; you have lost, destroyed or disposed of the good; or the good has been damaged after delivery.