Your complete guide to Virgin Mobile

Posted by Canstar Blue August 30th 2016

Telecommunications provider Virgin Mobile, which offers both mobile and mobile broadband services, was established in the Australian market in 2000.

Virgin was established as a partnership between Virgin Group and Cable & Wireless Optus, with Optus having subsequently acquired the business in 2006.

At the time of the acquisition, Optus was granted a 15-year licence for ongoing use of the Virgin Mobile brand in Australia, with Virgin now operating as wholly owned subsidiary of Optus.

“Ever since Richard Branson saw an opportunity to stir up the Aussie telco market in the early noughties, we’ve been making a splash with our innovative products, cheeky ad campaigns and world-class customer service,” Virgin states.

“We’ve certainly come a long way from the early days, when each new connection meant a little bell rang in the call centre, to proudly having more than 1 million customers in Australia.

“We think a telco relationship should be rewarding, so our customers also receive a host of benefits, including Virgin family perks, exclusive discounts and VIP access to gigs and music festivals.”

Mobile services

Virgin offers a range of postpaid and prepaid mobile plans, along with postpaid and prepaid mobile broadband options, delivered via the Optus 4G Plus network.

Virgin’s postpaid plans come with a range of call, text and data inclusions, with customers able to take up a plan with a handset, or bring their own mobile, choosing a SIM-only plan.

Virgin’s handset plans are available on a 24-month contract, with its SIM-only plans available month-to-month. Customers can also add Data Packs to postpaid plans, with a range of data inclusions to choose from.

“Add a Data Pack and give your mobile a monthly data boost,” Virgin states. “It’s the commitment-free, no-strings-attached way to upsize your data. Plus on plans with Data Rollover, any unused data will rollover to the next month, so you don’t lose what you don’t use.”

Virgin’s prepaid phone plans, meanwhile, are tailored for different types of usage, including long expiry, and come with a variety of call, text and data inclusions.

Virgin’s mobile broadband plans are available as postpaid SIM-only, bring-your-own modem or tablet, or with a modem, with a variety of different data inclusions, while its prepaid offerings come with a range of recharge options.

Virgin’s SIM-only postpaid plans are available month-to-month, with plans with a modem available on a 12-month contract. Consumers can check mobile coverage via the Virgin website, searching by address and area.

“We know that coverage counts,” Virgin states. “That’s why we use the reliable Optus mobile network, to reach 98.5 per cent of the population in Oz, with superfast 4G Plus available on compatible mobile phones in all capital cities and hundreds of regional and holiday towns.

“So, from sharing selfies, to streaming songs, to shopping for shoes, we’ll feed your phone’s need for speed.”

Review of SIM-only plan providers

Virgin rewards

Virgin offers its customers a range of rewards deals in conjunction with its mobile services.
Virgin mobile postpaid customers who join Virgin Australia’s Velocity Frequent Flyer loyalty program can earn Velocity points for money spent on their account, with points able to be redeemed for a range of offers.

Virgin additionally offers its mobile customers deals related to Virgin Australia, Virgin Travel Insurance and the Virgin Wines Discovery Club.

Account management

Virgin’s My Account service provides customers with a range of account management and monitoring tools. Via My Account, customers can:
• Pay and preview bills
• Set up direct debit
• View usage history
• Change PIN
• Update details
• Check recharge options
• Recharge via a credit card or voucher

Customers can login to My Account via the Virgin website, while Virgin also offers the My Account app for on-the-go mobile usage.

Customer service and bill payment options

Virgin’s help and support website page provides a range of information, with a variety of articles addressing different topics, while customers can also search for information via the page’s search engine.

Virgin’s help and support page also provides guides and troubleshooting tips for phones and modems.

Customers can contact Virgin by phone or via its website’s live chat function, with Virgin also active on social media websites Facebook and Twitter.

Virgin additionally runs discussion forums dedicated to specific topics, via which customers can search for information, ask questions and participate in discussion.

Virgin offers a range of bill payment options, including by:
• Direct debit
• Visa, MasterCard, American Express or Diners Club online via the Virgin website, via My Account or via the mobile My Account app
• BPay
• Cash at a Virgin retail store (Virgin stores are located across the country, with consumers able to search for store locations via the Virgin website)

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