How do I repair my Virgin Mobile device?

• If your device needs a repair, send it to us and we’ll figure out the problem
• If we can fix it for you, it should take around 4 days
• If we can’t fix it, we’ll try and replace it with the same model
• If your device is repairable but out of warranty or has physical damage, you’ll just need to pay for the repair. The price depends on the make and model of the device.

Most of the time, yes! Our handy Phone Fix tool will guide you through

Simply sign into Your Account and go to Your Phone to see how it’s all going

Yes as long as it hasn’t been booked into our repair centre yet. To cancel, just text our team on 07533 016 422* between 7am and 11pm Monday to Friday, 8am and 8pm Saturday to Sunday.

*The text is free for Virgin Mobile customers, or charged at your mobile provider’s standard rates

When we receive your phone, everything on it will be erased. So before you send it to us, save all your important details such as contacts, photos, downloads and anything else you want to keep. We recommend that you factory reset your handset before sending it to us, so you can protect your personal data. You can back-up the files to your computer or save everything onto your online account.

See Virgin Mobile phone support for details on how to do this for your phone.

Some mobiles come with extra security settings – things like Find my iPhone and Reactivation Lock. It’s really important that you turn these settings off before sending us your phone. If they’re switched on when it arrives then we might not be able to do the repair, and we might need to charge you.

Have a look at the Repair Form, check your contact details are correct and tell us more about the issue with your phone in the comments box.

Remove everything from phone:

• SIM card
• Data card
• Back cover
• Battery
• Headphones
• Any phone cover

Pack your phone in the box we’ve sent you then pop it into the Royal Mail postal bag and seal it up. It’s really important to use the packaging we provide to return your phone as there are new laws that set out how lithium batteries, like the one in your phone, are transported.

For all repairs we’ll need:

• Complete Repair Form
• Mobile phone without the charger or battery (unless it’s fitted in)

If your phone has an issue with powering on or other power related issue we’ll also need your:

• Phone charger
• Battery (keep this inside your phone, and make sure your phone is switched off)