Your questions answered

MOST ASKED QUESTIONS

• Can I keep my number when I join Virgin Mobile?
• How can I top up my phone?
• How do I check my balance?
• How can I keep track on what I'm spending?
• How do I start a Pay Monthly contract?
• What is my default PIN?
• Can I use my phone abroad?
• How do I send a picture message?
• I don't have a Picture Messaging phone, can I still get picture messages?
• I can’t call Premium Rate or International numbers on my phone. How do I get set up?
• How do I make a video call?
• I've lost my phone, what should I do?

Can I keep my number when I join Virgin Mobile?

Your number really is your number - you have the right to take it with you when you move from one network to another. To transfer your number, all you have to do is:

• Ask your old network for a PAC code.
• Then call us on 0845 6000 789 and we'll arrange for your number to be transferred to Virgin Mobile.
• We can transfer it for free in as little as 2 working days.
• Don't forget, you'll need to keep the account with your old network provider open until we've transferred your number!

How can I top up my phone?

There are 4 handy ways to top up your Virgin Mobile phone.

• Credit or debit card - just register it in Your Account or by calling 789 from your Virgin Mobile.
• Vouchers - they're available in £5, £10 and £20 amounts from stores nationwide and they look like printed till receipts.
• E-top up card - you'll find one in your joining pack or you can grab one online in Your Account
• Selected ATMs - if you're with Nat West, Royal Bank of Scotland, Co-op, Lloyds TSB, Allied Irish Bank or Nationwide

And if you think it's time to avoid top up hassles, you can pay by Direct Debit. It's easy to set up. It's free, too. Simply apply online in Your Account.

How do I check my balance?

If you Pay As You Go, you can check your balance any time:

• Go online and visit Your Account, day or night.
• Simply text BALANCE to 789000 - it's free.
• Call 789 for free.

How can I keep track on what I'm spending?

We've put all your recent calls and payments online in Your Account. You can check them anytime you like! You can also hear the details of your last call by calling 789 from your Virgin Mobile phone and following the instructions.

How do I start a Pay Monthly contract?

It's easy. You can start a Pay Monthly contract here online.

• A great value tariff, whatever you're looking for, we've got a monthly tariff to suit you.
• A free phone - and another when you renew your contract.
• free itemised statements
• free voicemail

What is my default PIN?

Every Virgin Mobile SIM card comes with a default PIN - 7890.

But it's a good idea to set up your own personal PIN. Grab your phone manual and find out how.

Can I use my phone abroad?

If you Pay As You Go, you can use your Virgin Mobile phone in over 65 countries. That includes all the holiday hotspots, like Spain, France and Australia.

• There's nothing to set up
• Topping up is free while you're away - just dial 789 as normal
• You can even use your E-top up card in Spain, Portugal, Greece and Italy

Do you pay by Direct Debit or have a Pay Monthly contract? Then you can use your phone in over 180 countries. If you're new to Virgin Mobile all we ask is that you've either paid 3 monthly bills or added a deposit of £150 to your account. Then simply check your coverage, set up your voicemail PIN, pack your bags and go.

Our tariffs are simple and easy, so you'll always know how much you're paying for the calls you make and receive abroad. And the best news is that we have some of the cheapest rates available. Check your coverage and call costs before you go!

How do I send a picture message?

Sending picture messages is simple and fun! If you've recently bought a Picture Messaging phone from Virgin Mobile, you'll be ready to go. You'll just need to send a picture message first and then you'll also be set up to receive them.

Not sure you've got a Picture Messaging phone? Or need to get your settings? We can help you out - get set up here.

It costs just 30p to send a picture message to any network. And it could be even cheaper if you have one of our 'any network' airtime bundles.

I don't have a Picture Messaging phone, can I still get picture messages?

Yes you can, but you'll need to get them online. Instead of a picture message you'll receive a normal text telling you how to get the picture.

I can’t call Premium Rate or International numbers on my phone. How do I get set up?

When you call a Premium Rate or International number for the first time, you may hear a message saying: “Calls to this number are barred”

This happens because we bar these calls until you tell us you’d like to make them. That way, we can make sure these calls aren’t made from your phone without your permission.

To set up your account to make Premium Rate and International calls, simply call our team on 789 from your Virgin Mobile phone. We’ll have you up and running in no time.

How do I make a video call?

First you'll need a 3G phone. Then you'll need to check that you're set up. If you bought a Virgin Mobile 3G phone with a SIM pack that said "Ready for Video Calling", you'll be set up and ready to go. Otherwise, you can get set up by phone or by text and you can find out how here.

To make a video call: Pick a mate (who also has a video phone), select their number from your phone book and press the video call option. You'll both need to be somewhere there's 3G coverage.

Receiving a video call is just as easy, when the call comes through you can see whether it's a voice or video call. Choose to take it as a video call, or go for voice only - it's up to you!

I've lost my phone, what should I do?

We'll help you sort things out. Here's what to do next:

Contact us immediately on 0845 6000 789.

• We'll need some details from you so that we can bar all calls from your mobile phone and it'll be much quicker if we speak to you by phone.
• Make sure you have your IMEI number handy when you call - that's the 15 digit number or serial number for your phone which is listed on the side of your phone box, we'll need this to help us blacklist your phone
• If you have insurance with us, we'll make sure a claim form is sent to you straight away and advise you what to do next.

Report the theft to the police.

• You'll need to do this within 24 hours of your phone being stolen.
• They'll give you a crime reference number - you'll need this to complete your claim form if you're insured.