Mobile Service FAQs | Virgin Media

Mobile Service FAQs

Whether you’re curious about your first bill, want to know how to keep your existing number, or are wondering what happens when you run out of data, we’ve got the answers to all your burning questions right here.

Can I keep my old number?
If you're attached to your mobile number, you can bring it with you. You just need to call your old service provider and ask for your Port Authorisation Code (PAC). Then give us a call on 0345 6000 789* and we’ll take care of the rest. The process usually takes just one working day.


If I change my mind, can I cancel my contract?
If things don't work out, you can return your phone within 14 days. We'll send some pre-paid packaging so you can get it back to us without any hassle. For more info on returns, go to virginmedia.com/legalstuff

Can I cancel after 14 days?
Yes – no problem. If it’s been more than 14 days since you got your phone and you want to cancel your contract, you'll just need to give us a month's notice. You’ll also need to pay off any outstanding balance.

Is my phone under warranty?
Yes ­– your phone’s covered by our 24-month warranty, or our 12-month if it’s an iPhone. So if something goes wrong in this time, we'll sort it.

Why do you need to do a credit check?
We need to confirm who you are, and make sure we’re making the right credit decision for you. To do this we look at the details you give us and check your records, and the records of anyone you're financially associated with. We do this with the help of an independent credit reference and fraud prevention agency. To find out more, you can take a look at our terms and conditions at virginmedia.com/legalstuff

When will my first bill arrive?
Within 2 weeks of your new contract starting, you’ll get your airtime bill. It’ll include your monthly charges to date, plus any calls, texts or data you’ve used outside your allowance. After that, you’ll get both bills – one for your airtime and one for your phone – on the same date each month. You can change your billing date whenever you like: just call 789 from your Virgin Mobile phone.

Are 084/087/09/118 numbers included in my allowance?
No - when you call these numbers, you’ll pay an access charge and service charge. We set the access charge, which is shown on your bill – at the moment, it’s 10.25p per minute from a Virgin Media home phone and 45p per minute from a Virgin Mobile phone. The service charge is set by the company you’re calling, so you’ll need to go to their website to find it. For more information, you can visit ukcalling.info

What happens when I use up my allowance?
When you've used up your allowance or make calls that aren't included in your allowance, you'll pay our Pay Monthly call charges. You can find these at virginmedia.com/plans

Are ‘unlimited’ allowances really unlimited?
All of our unlimited allowances give you heaps more minutes, texts and data than you’ll need for a personal mobile. For more info on our fair use policies, check out virginmedia.com/legalstuff

When does my contract start and end?
Your contract begins the moment we send your new mobile and lasts for 24 months. It covers the monthly charges for your phone and your plan. If the cost of our calls changes change within that time, we’ll let you know at least 30 days in advance. You might be able to cancel your agreement with us without any notice in situations like this. For more info, go to virginmedia.com/legalstuff

Can I use my phone in other countries?
If you're jetting off somewhere, just give us a call and we'll set everything up so you can use your mobile without a hitch. If you've had your contract under three months, we might need you to pay a deposit of up to £36 (excluding VAT),  – it’ll depend on your account. If you’ve had it for longer than three months, you won’t need to pay a deposit to use your phone abroad. For more info, go to virginmedia.com/abroad

Can I cancel my Direct Debit?
Yes – you can cancel a Direct Debit at any time. Just contact your bank or building society. Then give us a quick call to let us know.

Will the Direct Debit Guarantee cover me?
Yes. This means you’re protected against payments made in error or fraudulently. Which makes Direct Debit the UK's safest payment method.

Will my Direct Debit change?
If we need to make any changes to the amount, date or frequency of your Direct Debits, we’ll let you know at least five days before anything happens.

What does my insurance cover?
If you take out insurance with Asurion, you'll get all the details in the post. Your cover includes loss, theft, accidental or malicious damage, water and liquid damage, pet damage and out of warranty breakdowns ­– and we’ll always do our best to get you a replacement the very next day. You also get our Mobile Rescue app. It gives you instant tech help with all your gadgets. To download it for free, visit your App store and search for ‘Virgin Mobile Rescue’

How much will my insurance cost?
It depends on which phone you have. It’ll be up to £10.00 per month and paid by a separate Direct Debit to “NewAsurion”. Your insurance will renew automatically for up to 60 months – and it’ll end right away if you cancel your Virgin Mobile account.

How many claims can I make through my insurance?

You can make two successful claims in any 12 months, and each one has an excess between £20 and £80, depending on the phone – we’ll have explained the excess for your handset when you took out your insurance. It’ll be in your welcome pack, too.

How do I cancel my insurance?

You can cancel your insurance by calling 0345 030 3291*, emailing virginmedia@asurion.com or printing off a cancellation form here.

Can I keep my old number?
If you're attached to your mobile number, you can bring it with you. You just need to call your old service provider and ask for your Port Authorisation Code (PAC). Then give us a call on 0345 6000 789* and we’ll take care of the rest. The process usually takes just one working day.

Why do you need to do a credit check?
We need to confirm who you are, and make sure we’re making the right credit decision for you. To do this we look at the details you give us and check your records, and the records of anyone you're financially associated with. We do this with the help of an independent credit reference and fraud prevention agency. To find out more, you can take a look at our terms and conditions at virginmedia.com/legalstuff

When will my first bill arrive?
You’ll get your first bill in the first week of your contract. It’ll include your monthly charges to date, plus any calls, texts or data you’ve used outside your allowance. You can change your billing date whenever you like: just call 789 from your Virgin Mobile phone.

Are 084/087/09/118 numbers included in my allowance?
No - when you call these numbers, you’ll pay an access charge and service charge. We set the access charge, which is shown on your bill – at the moment, it’s 10.25p per minute from a Virgin Media home phone and 45p per minute from a Virgin Mobile phone. The service charge is set by the company you’re calling, so you’ll need to go to their website to find it. For more information, you can visit ukcalling.info

What happens when I use up my allowance?
When you've used up your allowance or make calls that aren't included in your allowance, you'll pay our Pay Monthly call charges. You can find these at virginmedia.com/plans

Are ‘unlimited’ allowances really unlimited?
All of our unlimited allowances give you heaps more minutes, texts and data than you’ll need for a personal mobile. For more info on our fair use policies, check out virginmedia.com/legalstuff

When does my contract start and end?
Your contract begins the moment we send your new mobile Sim and your airtime will be added within 48 hours. Your charges will begin from then and you’ll be charged the agreed price every month. After this we'll renew your bundle automatically every month. If you'd like to cancel your Sim Only deal you need to give us 30 days after your 12 month contract has expired. If the cost of our calls changes change within that time, we’ll let you know at least 30 days in advance. You might be able to cancel your agreement with us without any notice in situations like this. For more info, go to virginmedia.com/legalstuff

Can I use my phone in other countries?
If you're jetting off somewhere, just give us a call and we'll set everything up so you can use your mobile without a hitch. If you've had your contract under three months, we might need you to pay a deposit of up to £36 (excluding VAT) – it’ll depend on your account. If you’ve had it for longer than three months, you won’t need to pay anything to use your phone abroad. For more info, go to virginmedia.com/abroad

Can I cancel my Direct Debit?
Yes – you can cancel a Direct Debit at any time. Just contact your bank or building society. Then give us a quick call to let us know. Will the Direct Debit Guarantee cover me?
Yes. This means you’re protected against payments made in error or fraudulently. Which makes Direct Debit the UK’s safest payment method.

Will my Direct Debit change?
If we need to make any changes to the amount, date or frequency of your Direct Debits, we’ll let you know at least five days before anything happens.

What does my insurance cover?
If you take out insurance with Asurion, you'll get all the details in the post. Your cover includes loss, theft, accidental or malicious damage, water and liquid damage, pet damage and out of warranty breakdowns ¬– and we’ll always do our best to get you a replacement the very next day. You also get our Mobile Rescue app. It gives you instant tech help with all your gadgets. To download it for free, visit your App store and search for ‘Virgin Mobile Rescue’

How much will my insurance cost?
It depends on which phone you have. It’ll be up to £10.00 and paid by a separate Direct Debit to “NewAsurion”. Your insurance will renew automatically for up to 60 months – and it’ll end right away if you cancel your Virgin Mobile account.

How many claims can I make through my insurance?
You can make two successful claims in any 12 months, and each one has an excess between £20 and £80, depending on the phone – the excess for your handset should have been explained when you took out your insurance. It’ll be in your welcome pack, too.

How do I cancel my insurance?
You can cancel your insurance by calling 0345 030 3291*, emailing virginmedia@asurion.com or printing off a cancellation form here.