FAQ

1. Once off charge : on your first bill you will see an admin fee charge that is once off never to be repeated again this will be R192.00 per service including VAT
2. Insurance : if you have opted for insurance you're first months insurance premium will be pro rated. Thereafter you'll be charged the full premium every month.
3. Itemised billing : If you have requested Itemised billing you will be charged a monthly fee depending on the option chosen (either via email or via snail mail or BOTH!)
4. Phone payment : If you are on a Classic Airtime Only contract and you have bought a phone this charge will reflect on your bill until you have paid off your phone (interest free!).
5. Free phone : If you have a TopUp or Classic Phone Contract your bill will only reflect the make and model of your phone with no charge as it is included in your contract.
6. Our banking details : if you for some or other reason need to pay us directly these are our banking details (Be sure to include your phone number or account number as a reference)”

Bank: Nedbank
Branch code: 145405
Account number: 1454080426

1. What is my billing structure if my debit order is on the 1st?
   Your billing period ends on the last day of the month ( 30th/31st), you receive you airtime by the 2nd of the month ( commitment on the 1st and balance of Talk limit together with  your Acf (unused commitment from previous month) by the 2nd) V.rewards is applied on the 10th of every month. You are billed in arrears, Example if your invoice date is the 1st of August your payment date is the 1st of the month, we will debit your account for payment on the  1st of September.
2. What is my billing structure if my debit order is on the 15th?
   Your billing period ends on the last day of the month ( 30th/31st), you receive you airtime by the 2nd of the month ( commitment on the 1st and balance of Talk limit together with  your Acf (unused commitment from previous month) by the 2nd) V.rewards is applied on the 10th of every month. You are billed in arrears, Example if your invoice date is the 1st of August your payment date is the 15th  of the month, we will debit your account for payment on the  15th  of August.
3. What is my billing structure if my debit order is on the 25th?
   Your billing period ends on the last day of the month ( 30 th /31 st ), you receive you airtime by the 2 nd of the month ( commitment on the 1 st and balance of Talk limit together with  your Acf (unused commitment from previous month) by the 2 nd ) V.rewards is applied on the 10 th of every month. You are billed in arrears, Example if your invoice date is the 1 st of August your payment date is the 25 th  of the month, we will debit your account for payment on the  25 th  of August.
4. How do I pay my account?
   The preferred method for Postpay, Top Up and Prepay Monthly accounts is by a debit order against a nominated bank account or credit card. You can also choose to make additional payments by way of cash or electronic transfer. Payment can be made into the following account and you use you mobile number as a reference:
   
   Account holder: Virgin Mobile
   Bank: Nedbank
   Branch: Sandton
   Account Number: 1454080426
   Branch Code: 145405
   Reference: Your mobile number or account number
   
   Please ensure that you fax through your proof of payment to 011 676 5408/9 or email it to deposits@virginmobile.co.za
   
   
5. What happens if my debit order is returned?
   We will call or send you an SMS to notify you of the returned payment and request the payment on an agreed date with you.
   
   
6. Who do I call if I have account queries?
   For any queries regarding your account, contact our Sort Me Out Centre on 123 from your Virgin Mobile number or 0741000123 from any other network.


7. How do i read my Bills?
   Click here

The Virgin call rates are based on a daily drop down rate between the hours of 00:00:00 and 23:59:59. One rate will be applied for the first five minutes of talk-time, after which a second rate will apply. This means that you are rewarded for talking more, by paying a cheaper call rate once you have spoken for five minutes! Now if that isn't a reason to talk more then we give up! The following types of calls will not accumulate towards your first five minutes of calls:

• Free Call numbers
• Virgin–to-Virgin calls
• Premium rated calls

If you fancy one of our other products and you have a phone on your current Virgin Mobile contract we would require the full outstanding amount before migrating to another contract package.

If you are on one of our Free SMS deals there are a few things you just have to know. You can have up to 1,000 Free SMS's as long as:

1. you're actually a person sending to another person, so that' individual users only. No computer-generated SMS', no premium rated SMS'.
2. you are using a Virgin handset to send the SMS and not a modem/ SIM farm that serves as a bulk SMS utility.
3. you are a private person. No, we don't mean a recluse, we mean not a business or that you are contacting a regularly contacted group/s of persons or social network . Come on guys, business SMS' are tax deductible anyway.
4. you are sending national SMS' only. International messages will be charged at normal international rates.
5. you don't suddenly acquire 3 million new friends who you just have to stay in touch with. We may keep tabs on you from time to time and if we feel that you are sending more SMS' than a human being could rationally use we may investigate and, if we find abuse, the “free SMS” part will be cancelled. Sorry.
6. So that's up to a 1000 free SMS's per month, let's face it, more than that you need to attend ATTM (Addicted to Text Messaging) Anonymous

Talk `till you're blue in the face

You can accumulate airtime from previous months up to a maximum of three times your monthly commitment (Also referred to as your monthly subscription). Your unused airtime appears on your bill in the billing summary section as closing ACF (ACF is defined as A irtime C arried F orward - see the definition below).

If your accumulated airtime is already at this limit you will have until 30 September to use your airtime. So start talking!

1. What is ACF?
   ACF is short for Airtime Carried Forward. This is any unused commitment (or airtime you haven't used yet from previous months) that you can accumulate over time. This includes bonus airtime.
2. Can I transfer my unused airtime to other Virgin Mobile numbers?
   Unused airtime cannot be transferred. It has to be used by the service (cell phone number) the airtime is accumulated on.
3. What happens to any recharges I do?
   Recharges will not count towards your unused airtime. You will not lose this airtime however; normal voucher airtime windows (the period your voucher is valid for) will still apply
4. How many months do I have to use my airtime in Rand value before I lose it?
   It could take you three months or two years. As long as your unused airtime doesn't exceed the Rand value of up to 3 times your airtime commitment/subscription
5. Is there any way I can get my Rand value back if I lose it? I didn't know that it would expire?
   Unfortunately not. Once you exceed a maximum of three months, you cannot get it back. So it's important to use your airtime!
6. How do I check my ACF balance?
   It appears in the billing summary section of your monthly bill OR you can call our call centre, and one of our consultants will help you work out your airtime carried forward. Call 123 from your phone or 0741 000 123 from a landline.
7. When will my airtime expire?
   Your airtime will only expire after you have accumulated 3 times your monthly subscription.

If your accumulated airtime is already at this limit you will have up until 30 September '09 to use your airtime. Airtime accumulated after this date will immediately be subject to the 3 times rule.

1. Where can I roam?
   You should be asking where you can’t roam. We’re buddies with operators in no less than 120 countries, so the world is your…network. See the appendix for the full list of countries in which you can roam.
2. How it works
   
   • Once you reach your destination and switch your mobile on, it should automatically register with a network that has signed an agreement with Virgin Mobile, and has coverage in that area.
   • If your mobile is not set to select an operator automatically, or it does not find a suitable network, you may be required to manually select an operator (please consult your mobile manual).
   • You can make calls exactly as you would in South Africa: You need to use a dialing code when calling South Africa which is +27 and remember to drop the 0. Bear in mind that all outgoing calls, including those made to South Africa and the country that you’re in, will now be charged at international rates.
   • The calls you receive will be routed via Virgin Mobile in South Africa. This means that if you’re in the UK, for example, and British residents call you, they will still pay the charge for an international call.
   • People in South Africa may call you on your normal Virgin Mobile number - but you will now pay the international leg of the call. (Your callers may not know you’re out of the country so it seems a bit unfair to charge them.)
3. The tromboning effect
   We strongly advise you to avoid ‘tromboning’ while you’re roaming internationally. Before we tell you how to do this, let’s explain the tromboning effect that occurs when you don’t pick up a call:
   • You pay
     Someone in South Africa calls your Virgin mobile and, since you’re roaming, you’re charged for the international leg of the call.
   • You pay again
     The international network now tries to locate you, and if your phone is busy or you don’t take the call, the call will be diverted to your voicemail box in South Africa. (All voicemail messages are stored with Virgin Mobile in South Africa). Oi - you will be charged at international rates again!
   • And again!
     • You will now be alerted that you have received a voicemail message and, if you’d like to hear it, you’ll have to phone into the voicemail platform in South Africa. So this is your third payment at international rates! Avoid the tromboning effect by forwarding all calls to voicemail
     • To save yourself from a nightmare bill you should consider unconditionally forwarding all incomings calls to your voicemail box n South Africa. This means your mobile will never ring, but you will be able to make outgoing calls and receive SMS’s.
   • If you unconditionally forward all calls to voicemail, you will only be charged when you phone South Africa to retrieve them.
   • To retrieve your messages while roaming, dial +27 84 14 and the last nine digits of your mobile number (for example: +27 84 14 741 123 4567) Press # when you hear your own voicemail greeting. You will be prompted to enter your password and, unless you’ve changed it, it will be the default 1234.
4. How to organise International Roaming
   Contact our Sort Me Out Centre (123 - free from your Virgin mobile) or visit one of our retail outlets to apply for roaming rights. Unfortunately it’s only offered to Virgin Mobile contract customer, as there is currently no mechanism to transfer airtime from a Prepay Account into an overseas location. You might be required to pay a deposit for international roaming activation

Insurance is available to all contract customers and prepay customers who have a direct debit facility.  It will be available to you if you purchase a new mobile from us with a Virgin Mobile SIM.  You will be required to pay your premiums monthly by debit order and Hollard will provide you with insurance cover.

Be sure to let us know immediately if something happens to it (and tell the cops within 48 hours if it's stolen or lost).  You will have to pay an excess for each claim. Please note that if you claim 3 times within an 18 month period Virgin Mobile reserves the right to cancel your policy by giving written notice. 

1. How much does insurance cost?
   It depends on the value of your handset. The following table outlines how much you will pay given your handset retail price:
   
   

   			Loss/Theft				Damage/ Repair
   SumInsured+	Maximum Indemnity Cover *	Premium	1 st Claim Excess	2 nd Claim Excess	3 rd Claim Excess	Additional Excess #	Flat Excess
   R500 to R3000	R 5,000	R50	R 200	R 400	R 800	R 500	R 200
   R3001 to R5000	R 7,000	R75	R 400	R 800	R 1,600	R 500	R 400
   R5001 to R8000	R 10,000	R100	R 600	R 1,300	R 2,600	R 500	R 600
   R8001 to R10000	R 10,000	R150	R800	R1,600	R3,200	R500	R800

1. What is Mobile Number Portability?
   Mobile Number Portability (or, in short, MNP) is a facility that allows you to move from one mobile Service Provider to another - without losing your mobile number.
2. Will I be able to Port?
   You can Port unless:
   • Another Service Provider has suspended your calls because you haven't paid your bill/s
   • Your number has been disconnected
   • You've ported in the last two months
   • The mobile number you wish to Port is already waiting to be moved across
   • You have given us incorrect details
   • You have not been given permission by the person responsible for the mobile contract in question to Port
   • Your number is excluded from Number Portability by law
3. How do I apply to Port to Virgin Mobile?
   Give us a call or walk into one of our full service stores (and simply ask to join us.)
   If you happen to be locked into one of those nasty long term contracts, it would be prudent not to cancel until we've approved your application - and you've considered the costs involved in canceling your existing contract.
   
   Once we've approved your application you can sign up with us and we'll provide you with a SIM card and temporary number (ok this is your green light to tell your old Service Provider to make like donald and duck).
   
   On the Porting date your old number will become active on the SIM we've given you. You won't have to do anything: it will be a magical transformation.

You can dial certain short message codes on your phone to assist you with retrieving information:

• Emergency services = Dial 112 from your phone
• Directory enquiries = Dial 125 from your phone
• Balance Check on your mobile:
  • Prepay dial *101#
  • TopUp airtime only plan *101#
  • TopUp phone contract *121# or *121*2# for full balance
  • Classic phone contract *121# or *121*2# for full balance
  • Classic airtime only contract *121# or *121*2# for full balance
• V Rewards balance on your mobile (*122#)
• Please call me = Dial *125*mobilenumber# and send

1. What is a voice mailbox?
   It is your own private mailbox where callers can leave a voice message. Your mailbox will notify you of any new messages by sending you an SMS
2. How do I retrieve my voicemail?
   Just dial 121 then yes/ok (green phone button) and listen to the voice prompts

1. What is call barring?
   Call barring allows you to bar calls and prevents unauthorized use of your mobile
2. What is call waiting?
   Call waiting lets you put a caller on hold while you make or answer a second call
3. What is call holding?
   Call holding places a call on hold to make or receive another call
4. What is call forwarding?
   Call forwarding forwards calls to any number. It's free to forward calls to your voice mailbox but chargeable to any other number at applicable call rates
5. Which USSD codes are available on my phone?

At Virgin Mobile you have to opt in to receive itemised billing. You will be charged a monthly fee for your itemised bill depending on which method chosen. Please dial 123 from your phone (Free) or 0741000123 (Charged at standard rates) to activate itemised billing. The following charges will apply depending on the option chosen:

• Receive by Email = R10
• Receive by Post = R20
• Receive by Both = R20

Virgin Mobile makes topping up with airtime a breeze with 4 easy ways of staying connected:

• You can buy a top up voucher at any one of our Virgin Mobile stores located conveniently across the country in major shopping malls.
• You can top up via any ATM, Internet banking or by simply using your phone banking. 
• You can top up via your credit card: You have to register your credit card details with us by filling in the Credit Card registration form by calling Customer Services on 123 (FREE from your Virgin phone) or by going to one of our stores. When that is sorted, you simply go to the Virgin Mobile Menu on your phone and select the Credit Card Top up option. Make sure you remember your V Pin. If you encounter any issues, please contact 123 from your Virgin phone.
• You can visit any Musica, Dischem, Pick ‘n Pay, Woolworths, Clicks, Pep, Edgars, Legit, Jet stores & CNA outlets and simply ask for a Virgin Mobile top up voucher at the store counter.

Airtime Topup Vouchers available in the following denominations:

• R10 Top Up Voucher
• R15 Top Up Voucher
• R35 Top Up Voucher
• R50 Top Up Voucher
• R80 Top Up Voucher
• R120 Top Up Voucher
• R180 Top Up Voucher
• R300 Top Up Voucher
• R500 Top Up Voucher

1. What is GPRS?
   • GPRS stands for General Packet Radio Service. This is technology intended for data transfer within the existing GSM network. GPRS provides user with access to public Internet network, but also to all other networks based on IP protocol. In short, GPRS is a new way of transferring data via mobile phone. GPRS also enables access to standard WAP contents via mobile phones, but in a faster and easier way than before.
2. What is Edge? (Enhanced Data rates for GSM Evolution)
• EDGE provides Enhanced GPRS (EGPRS), which can be used for any packet switched applications such as an Internet connection @ faster speeds depending on the gadget compact ability and Network coverage
• -High-speed data applications such as multimedia benefit from EGPRS' increased data capacity.-EDGE can carry data speeds up to 236.8 kbit/s for 4 timeslots (theoretical maximum is 473.6 kbit/s for 8 timeslots) in packet mode
3. How GPRS is charged for?
• GPRS is charged per amount or data transferred. Virgin Mobile charge 60c per meg.
4. What does it mean charging per data transferred?
   • It means that you can stay connected to WAP for unlimited period of time and be charged only for the amount of data transferred, not for the time spent on browsing
   • 1024 bytes = 1 Kilobytes
   • 1024 Kilobytes = 1 Megabytes
   • 1024 Megabytes = 1 Gigabytesowsing.
5. Examples:

   A single text character	1 byte
   A typewritten page	2 kilobytes
   A low-resolution photograph	100 kilobytes
   A short novel	1 megabyte
   A high-resolution photograph	2 megabytes
   The complete works of Shakespeare	5 megabytes
   A minute of high-fidelity sound	10 megabytes
   The contents of a CD-ROM	500 megabytes
   A pickup truck filled with books	1 gigabyte
   The contents of a DVD	17 gigabytes
   A collection of the works of Beethoven	20 gigabytes

6. How is it used?
   The user of a GPRS compatible mobile phone can connect via his/her phone to the Internet with just one click, i.e. can browse internet sites adapted for mobile phone technology, so called WAP. For complete access to Internet via GPRS, you need to have a notebook, PC or GPRS compatible mobile phone. Phone and PC may be connected by a cable, infrared port or by a Bluetooth. You may use GPRS modems instead of GRPS phones, with PC formatted cards where you insert your SIM card. There are also external GPRS modems which are connected to your computer via USB ports and so can be connected to the desktop computer, too.
7. What will happen if you wish to answer the call received during your data transfer via infrared connection?
   The Network provides Voice preference over data therefore the internet connection will be suspended until the voice call disconnect the GPRS session continues
8. Is notebook necessary for using the advantages of GPRS?
   No, you may use only GPRS phone to browse WAP pages. Also, you may use GPRS phone to connect your PC to the Internet. GPRS may also be used for synchronizing bases, checking bank accounts, e-mails,etc.
9. What are the advantages of the internet access via GPRS compared to access via fixed network ?
   The mobility of a user is the main advantage of GPRS. GPRS service is available on the whole territory covered by GSM network. It means that Internet can be accessed from any place covered by a Cell C Network signal.
10. What influences the quality of this service?
    Phone features influence the speed of transfer. The network enables the transfer speed of 53,6 kbit/s but not all  phone models can support this speed. Speed may be also influenced by the user's location in relation to the basic station. In zones with a bad signal quality, user may use fewer channels, resulting in somewhat lower transfer speed.
11. What models of phones are GPRS compatible?
    latest generation phones are GPRS compatible
12. Is it possible to use GPRS while the user is roaming?
    Yes, however you need to check with Cell C roaming partners first since licenses differs from voice,sms and data
13. Is user unavailable for incoming calls while on Internet?
    No. The advantage of GPRS is that the communication channel is always free, so user cannot miss the call while on Internet. User can easily switch from talking to GPRS and vice versa.
14. What is Multimedia Messaging?
    Multimedia messaging allows a variety of message elements to be sent to a user and these can contain text, animations, photographs, sounds and in future streaming audio and video. Users can compose their own messages, receive rich content messages from content providers and forward them onto their own contacts
15. What are some examples of services on MMS?
    • Taking a snapshot via a camera phone and sending to a friend
    • Receiving cartoon strips
    • Composing your own animated picture messages and sending to friends
    • Sending audio files
    • Sending pictures & audio files with simultaneous playback
    • Advertising
16. How does MMS compare to email?
    It has many similarities to rich email content but delivered in a mobile friendly way. In fact MMS uses email technologies to underpin the technical capabilities. Some aspects of MMS will exceed standard email capabilities e.g. true control over sequences which conventional email doesn't handle.
17. What is the connection between MMS and WAP?
    MMS capability uses many services of WAP_GPRS to make it work - particularly the lower level WAP transport mechanisms which are optimised for operation over the GSM radio interface. MMS also uses WAP_GPRS push mechanism to transparently notify users of receipt of a new message.