Customer Updates - Archive

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.

Due to a system change, from the 5th of November 2010 we are changing the increments in which we charge data for Members using the "yesinternet" APN.

This only impacts a selection of Pre-Paid Mobile Members, and does not impact Post-Paid or Pre-Paid Mobile Broadband Members.

Members impacted will be sent an SMS on the 15/10.

What is an increment?

An increment is the "block" or "unit" of usage which we use to charge for data.

Currently all data is charged in 60 kilobyte increments. That means, if you use 30 kilobytes – you will be charged for 60 kilobytes. If you use 80 kilobytes, you will be charged for 120 kilobytes.

From the 5th of November 2010, for Members using the "yesinternet" APN we will charge in 1MB (or 1,024 kilobyte) units. This means, if you use 30 kilobytes, you will be charged for 1MB. If you use 1.6MB of data, you will be charged for 2MB.

What is an APN?

An APN is the "Access Point Name". This identifies the connection setting to be able to use Mobile Internet on your phone.

The "APN" that is being changed is the "yesinternet" APN.

Who uses the "yesinternet" APN?

All Pre-Paid iPhone Members must use the "yesinternet" APN.

Some Pre-Paid Mobile Members who do not have an iPhone may still be using the "yesinternet" APN. If you use the "yesinternet" APN but do not have an iPhone, you may be able to change your APN. To do this, please follow this guide - http://www.virginmobile.com.au/internet-on-your-mobile-phone/the-vibe/get-set-up/.

How do I know if I’m using the "yesinternet" APN?

All Members who are impacted will be sent an SMS on the 15/10. If you do not receive a SMS on the 15/10, you are not impacted by this change.

What else is changing?

For those with an included Mobile Internet data allowance or who purchase a data pack:

Mobile Internet will be depleted in 1MB rather than 60kb increments.

For those who casually browse:

Casual browsing is any browsing you do outside of any Mobile Internet data allowance. So, if your Mobile Internet data allowance or data pack have been all used up, any data you use from then is considered casual browsing.

For people who are affected by this change, we will be changing the casual browsing rate from 12c/60kb to 12c/MB.

Please note, for all impacted Members all data attached to your service (new & existing) will start to be deducted in 1MB increments on the 5th of November.

1GB Free

Due to the change, all the members who are impacted will receive an SMS notification on the 15/10. Furthermore, everyone who is sent an SMS will receive 1GB free Mobile Internet Data – this will be applied on the 5/11. This data will be added to your "Mobile Data Pack" balance, and has a 30 day expiry.

click here for more FAQs

^You will need a 1c balance to access mobile internet data. Data expires on the earlier of (i) 30 days from activation or (ii) the expiry of your current voucher (unless you recharge) and exclude charges for subscription services & downloaded content. Data includes uploads and downloads and is charged per MB. All rates apply in Oz.

We are updating our international call rates for Prepaid Mobile Services, the changes will apply from 1 September 2010 for all vouchers. View our new rates

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

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 Prepaid range, including the new Your Cap 29 and many more.

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

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.

Got questions? Check out our FAQ’s

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

Check out our whole Prepaid 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 Prepaid customers, starting the 31st of August 2009.

Prepaid 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.

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.

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, 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.

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.

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.