Frequently asked questions

3G Network Sharing

What do I need to do to use Orange's 3G network?
That's easy. All you have to do is switch your phone off, and then on again. We'll let you know when to do this.

Can I use Orange's 3G network with Mobile Broadband too?
Absolutely. And, like with your phone or tablet, you'll still only pay the same great Virgin Mobile prices.
To use Mobile Web, you'll need 3G coverage and a compatible device.

Does this mean Virgin Mobile, Orange and T-Mobile are now all running off one network?
Actually, no. Orange and T-Mobile are still two separate networks, under two separate brands. Virgin Mobile usually uses T-Mobile's network to deliver your service it's only when there's no signal that we'll switch to Orange.

When will I get to use Orange's 3G network?
We're setting up everyone's access in stages. Over the next few months we'll get round to all our customers, and we'll send you a text when it's ready to use.

I'm already using the Orange signal what's changing?
Using Orange's 2G signal when there's no Virgin Media coverage means you can call and text in more places. Now, with Orange's 3G signal, you can use Mobile Web too, if you've got a 3G phone. All at the same great Virgin Mobile prices.
To use Mobile Web, you'll need 3G coverage and a compatible device.

So, will I always be on the network with best signal strength, wherever I am?
Not exactly. You see, your phone will always look for the Virgin Mobile network first, whether it's a 3G or 2G signal. If there's no Virgin Mobile signal, it'll automatically switch to Orange's network.

Will using Orange's 3G signal affect my tariff?
Not at all. Your tariff and charges will all stay the same.

Picking up Orange signal

Do I need to do anything to start using an Orange signal in the UK?
As a Virgin Mobile customer, you can now use Orange signal too, so you can call and text in more places.

How do I use Orange signal in the UK?
It's easy! Read on for all the answers. Check out our mobile FAQs for any quirks with your particular phone.

I'm thinking about joining Virgin Mobile. When will I be able to use Orange signal?
Absolutely. All Virgin Mobile customers automatically get signal from Virgin Mobile and Orange.

Who can use Orange signal?
Pretty much everyone all our Pay Monthly, Pay As You Go and SIM Only customers. You'll just need to check that your phone's compatible.It's also available to all our Mobile Broadband customers too.
Using Orange's signal will work best if you've got a Virgin Mobile phone that's a phone you bought directly from us, not just the SIM. If you haven't, you can use Orange signal, but you might find a few differences if you've got settings installed by another network.

How will I know if I've picked up an Orange signal?
You can tell by the network name that pops up on your screen. If you're connected to the Virgin Mobile network, you'll see Virgin (with a capital v) on your screen. If you're on an Orange signal, it'll be virgin, with a small v. Some phones will have Orange pop up on the screen and some will show a combination of both.

I don't seem to get an Orange signal on my phone. Why's that?
If you haven't noticed an Orange signal on your phone, it's probably just because you haven't lost your Virgin Mobile signal yet. That's quite normal, since our signal covers 99% of the population.
You might find that you'll only pick up Orange signal when you're away from home. When your phone switches to an Orange signal, the network name on your screen will change. If you're connected to the Virgin Mobile network, you'll see Virgin (with a capital v) on your screen. If you're on an Orange signal, it'll be virgin, with a small v. Some phones will have Orange pop up on the screen and some will show a combination of both.
Make sure your phone settings are set to 'automatically select network operator' so that your phone will know to look for a signal from Virgin Mobile or Orange.

I thought Virgin Mobile had great coverage anyway. Why would I need to pick up Orange signal?
The Virgin Mobile network covers 99% of the UK population, but every network has a few little coverage gaps here and there. So, now that you're able to pick up Orange's signal, you'll be able to call and text in even more places, and you'll only pay your usual Virgin Mobile charges.

Will my phone automatically connect back to Virgin Mobile when there's a stronger signal?
It'll switch back after you've finished any calls you might be on, and it'll do that the next time your phone searches for available signal. This'll take between two minutes and an hour.
If your phone's still connected to an Orange signal after an hour, just turn it off and on again. Or, if your phone has a flight mode, turn that on and off again it'll have the same effect.

When I'm using Orange signal, can I get Orange Wednesdays?
Sorry! You're still a Virgin Mobile customer, and that offer is just for Orange customers.

Am I still a Virgin Mobile customer?
Absolutely! You can call and text in more places than before, but we won't let anything else about your account change. So, you'll still get the same great Virgin Mobile prices when you're connected to an Orange signal.

My Virgin Mobile signal is quite weak. Can I switch to an Orange signal instead?
Sorry! Your phone will only switch networks if you've got no Virgin Mobile signal at all (no bars). We're working on making this experience better and better, so keep an eye out for up and coming improvements.

Will I be able to use Orange signal when I'm abroad?
No, you can only use Orange signal in the UK.

I don't think I'm getting picture messages when I'm using an Orange signal. What's going on?
A few phones won't get picture messages when they're using Orange signal. This is because, when you switch to another network, your phone thinks you're abroad, or roaming, even though you're still in UK. Your phone will be trying to stop you paying any extra charges for receiving picture messages abroad. Don't worry, though you can change your phone settings to get picture messages when you're roaming on the Orange network in the UK, and when you're abroad.
If you don't want to change your settings, you'll be able to get your picture messages as long as you switch back to the Virgin Mobile network within 72 hours. If you haven't got a picture messaging phone, you'll get a link within 72 hours to see your picture messages online.

Phone display

Why do I sometimes see a roaming icon or message on my screen when I'm in the UK?
Don't worry, it's just because you've changed to another signal and your phone assumes that you're abroad. You'll still be charged UK prices, even if your phone is a bit confused.

Why does my network display show Orange?
That's because you've picked up the Orange signal. Each time you pick up an Orange signal in the UK, you'll see that on your phone.

Why do I see EDGE or E when I'm using Orange signal?
EDGE might let your phone send data at faster speeds than before. You'll only see it when you're using an Orange signal.

Charges and billing

Will I have to pay to use Orange signal?
Not at all. You'll just pay the same great Virgin Mobile prices as always, whether your phone uses an Orange or Virgin Mobile signal.

What call charges will apply when I call an Orange customer?
It'll be the same as it usually is, so you'll pay the usual Virgin Mobile prices for calls to another network. If your tariff includes calls to Virgin Mobile numbers, this won't include calls to Orange numbers.

If I make a call while using Orange signal, will it still come out of my allowance?
Yes, if the call is covered by your allowance. Your charges will be the same as when you make a call with your Virgin Mobile signal.

Can I use an Orange top up card now?
Nope, sorry! You're still a Virgin Mobile customer, so you can still only use Virgin Mobile top up cards.

Will I be able to see on my bill whether my call was made using an Orange or Virgin Mobile signal?
No, your bill won't show which signal you were using when you made each call. But it won't matter, since your charges will be just the same as when you made all your calls using a Virgin Mobile signal.

Can I merge my Virgin Mobile and Orange phone accounts?
Nope, sorry! Virgin Mobile and Orange are still totally different companies, though we've teamed up to use their signal.

I've got an iPhone or Android phone and keep getting a warning message about data roaming charges. What should I do?
Don't worry, you won't pay any extra charges to use your phone in the UK. When your phone switches to an Orange signal, it thinks you're abroad because that's usually the only time the signal changes. It's just warning you because iPhones and Android phones have an 'always on' data connection, so if you were abroad, you'd get charged for it.
Remember, if you do go abroad, you'll be charged roaming prices, so make sure you turn off data roaming when you leave the UK, to avoid extra charges.

If I have to turn on data roaming, will that mean I'll get charged to use Mobile Web when I go abroad?
Yes, so just make sure you turn data roaming off when you leave the UK. Otherwise you'll get charged and, if you've got an 'always on' smartphone, the charges could end up being really high.
Our prices for using Mobile Web abroad are £6 for a 5MB pass, £12 for a 10MB pass or £24 for a 20MB pass. Each of our passes will last for 7 days and are available to all our Pay As You Go and Pay Monthly customers. To find out more, click here. We'll also text you when you land to remind you about the charges.

Other questions

Once I've started using Orange signal, can I go back to just using Virgin Mobile signal?
Sorry! Using Orange's network is all part of the service, to make sure you've got coverage wherever you are. Don't worry if you're having a bit of trouble using Orange signal just have a look at our Mobile FAQs to see how to get your phone ready to use two different networks.
If our FAQs don't help, you can always call our team on 789 from your Virgin Mobile phone and we'll do everything we can to help.

Can I use an Orange SIM in a Virgin Mobile phone now?
Technically yes, but that's always been the case.
You'd have to unlock your Virgin Mobile phone, and we might charge you for this. You'd then become an Orange customer. If you were on Pay Monthly, you'd have to pay a cancellation fee if you were still within the minimum term of your contract.

Can I use signals from other networks?
Nope! Just Orange and Virgin Mobile.

Will I need to ring a different customer services or voicemail number when my phone is using Orange signal?
Not at all. You can still reach our team on 789 from your Virgin Mobile phone, and your voicemail number will stay the same.

I didn't buy my phone from Virgin Media. Can I still use the Orange signal?
Our team's been working hard to make switching to Orange available on all the phones we sell or have sold in the past. Keep in mind though, it might not work perfectly if you didn't get your phone directly from Virgin Media.
This is because your phone might not have the right settings to use Mobile Web, or send picture or text messages. But it's easy to fix. Have a look for your phone in our phone settings and we'll send you the right settings.

I'm using Virgin Mobile and Orange signals, and my phone's being weird. What's going on?
We're right at the beginning of this process, so there might be a few quirks when you first start picking up an Orange signal.
This is usually because your phone thinks it's roaming internationally whenever it switches signals. We're working with phone manufacturers to iron out these problems, so it should be fixed soon. Keep an eye on our website for improvements.
Find out how your phone works with the Orange signal in our Mobile FAQs