How do I get my Virgin Mobile phone repaired?

Last updated: September 24, 2018

If you think there's something wrong with your mobile device you've bought from us, Phone Fix can help. It's an online troubleshooting tool that'll help you with a huge range of hardware and software problems.

If you can't fix it, it'll help you send it off to our technical team.

How does Phone Fix work?

First you'll need to pick your phone from a list, and then we'll ask you a few simple questions about the problem with your phone. If the problem is something we can help you fix yourself, we'll guide you through the process, using easy steps and videos. If your phone needs to be sent away for repair, we'll help you with that too.

What happens if I book my phone for a repair?

If your phone needs a repair, you’ll send it off to us and we’ll figure out what the problem is. If we can fix it for you, we will – it’ll just take us about 4 days. If we can’t fix it, we’ll try and replace it with the same make and model. If your phone’s out of warranty or has physical damage but we can still repair it, you’ll just need to pay for the repair. The price depends on the kind of phone you’ve got.

My phone has a fault. Can I fix it myself?

Most of the time, yes! Our handy Phone Fix tool asks you a few simple questions about your phone and what's wrong with it, and then guides you through fixing it yourself. If you can't fix it, it'll help you send it off to our technical team. Just click here to get started.

I've sent my phone to you for a repair. Can I track its progress?

Absolutely, just log into Your Account and go to Your Phone to see how it's all going.

Can I cancel my phone repair?

You can cancel your repair, as long as it hasn’t been booked into our repair centre yet. To cancel, just give our team a text for free on 07533 016 422 ^ between 7am and 11pm Monday to Friday, 8am and 8pm Saturday to Sunday. Alternatively, you can call us on 789 from your Virgin mobile phone, or 0345 6000 789 ° from any other phone. Lines open 8am-9pm Monday to Friday, 8am-8pm Saturday, 8am-6pm Sunday.

^The text is free for Virgin Mobile customers, or will be charged at your mobile provider’s standard rates.
°Please note standard charges apply, please check with your network operator for rates.

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