Virgin Mobile Prepaid FAQs

[shahmiBro]

Features:

Q: Can I block incoming calls from selected numbers?

A: On Prepaid and myPlanTM:
Unfortunately, Virgin Mobile does not have the capability to block incoming calls from selected phone numbers. As an alternative, to avoid unwanted calls, you can change your mobile number at no cost to you whatsoever. Call us at 1.888.999.2321 and we'll be glad to help out.

Q: How does Call Display work?

A: When your phone rings, a phone number will pop onto your screen, unless the caller has an unlisted and private number. If the caller's number is stored in your mobile's phonebook, the caller's name will appear as well.

Q: How do I block my number on outgoing calls?

A: On Prepaid and myPlanTM:

To block your number on ongoing calls, enter *67 before you dial the person you're calling. If you'd like to permanently block your number, call our customer care team at 1.888.999.2321 and we'll arrange it for you.

Q: How do I get Touch-Tones to work?

A: On Prepaid:

If you're pressing keys and they keep getting ignored, it sounds like your Touch Tones aren't working. Call us at 1.888.999.2321, from a landline, and we'll talk you through the programming steps to turn them back on.

Q: How do I put a call on hold?

A: On Prepaid and myPlanTM:

To put a call on hold, press Send. When you're ready to resume talking, press the button again.

Q: How do I use Call Waiting?

A: If you're chatting with someonea and you hear a beep, it means you've got another call coming in. Press Send to answer the incoming call. The first person you were talking with will be put on hold. When you're done with the second call, press Send again to switch back to your original call.

Q: Is directory assistance available?

A: On Prepaid and myPlanTM:

Dial 411 from your mobile to reach directory assistance. Our automated system can fetch just about any listed
number in North America and also send you a text message so you can keep a listing handy. This service costs $2.00 plus airtime.

[shahmiBro]

Account:

Q: Can I keep my phone number and my account balance when I get a new Virgin Mobile phone?

A: On Prepaid:Yes. You can keep the same phone number, and we will transfer your full account balance to your new phone. You can activate your new phone online, or call our customer care team at 1.888.999.2321.

Q: How do I change my PIN?

A: On Prepaid:

• Log in to My Account.
• Click Profile.
• Click Change Account PIN.
• Enter your current PIN.
• Enter your new PIN.
• Confirm the change.

Q: How do I stop the messages telling me to top up my balance?

A: On Prepaid:

Sorry you're being bombarded with messages urging you to top up. These system-generated messages are sent whenever your phone is on and your account balance dips to a certain level. All you have to do is top up and the messages will cease.

Q: How do I switch to a different rate plan?

A: On Prepaid:

• Log in to My Account
• Click on the My Rate tab.
• Click on the "pick your plan" link and follow the instructions from there.

On myPlanTM:

Call customer care at 1.888.999.2321 and we'll take care of that for you.

Q: How do I use My Account from my phone?

A: On Prepaid:

To get into My Account on your phone:

• Choose My Account from the main menu.

Once you're in My Account you can do things like check your balance, top up, and find out when your minutes expire.

Q: Why does my monthly plan have an expiry date?

A: On Prepaid:

Your monthly plan shows an expiry date because, in the event you miss a payment or choose to migrate from your monthly plan to a non-monthly pay-as-you-go plan on your next scheduled payment date, your expiry date will be in effect from that payment date. Every month you will see a different expiry date on your account. It is a standard notification to advise you of your expiry date if you were ever to fall off monthly plan.

Call us at 1.888.999.2321 or 611 from your Virgin Mobile phone, if you have further questions.

Q: What happens if I forget my PIN or password?

A: On Prepaid:

Go to My Account and click "Forgot your Account PIN."Well ask for your mobile phone number. Then we'll email your PIN to your registered email account. If we don't have an email address registered to your account, we'll let you know. You will need to call us at 1.888.999.2321 so we can sort out for you.

On myPlanTN:

Call customer care. We'll ask for your mobile phone number. Then we'll email your Temporary Password to your registered email account. If we don't have an email address registered to your account, we'll let you know. You will need to call us at 1.888.999.2321 so we can sort out for you.

Q: What happens when I move?

A: On Prepaid:

When you move, you get to:

• Switch your phone number to reflect your new local calling area.
• Maintain the same account balance.

Call us at 1.888.999.2321 when you need your new number and we'll make the switch for free.

On myPlanTM:

• Switch your phone number to reflect your new local calling area.

Call us at 1.888.999.2321 when you need your new number and we'll make the switch for free.


Q: How do I check my account balance?

A: On Prepaid:

You can check your account balance a whole bunch of ways:

• Check My Account from the main menu of your Virgin Mobile phone. Just go to Menu, then My Account and then View Balance
• Dial #999 on your Virgin Mobile phone, hit Send, then listen to the audio message.
• From virginmobile.ca, log in to My Account.

Q: Why is my phone is disconnected?

A: On Prepaid:

Phones automatically disconnected when:

• Accounts go unused for over 120 days
• Accounts have $0 balance for more than 120 days after the last monthly payment date

Reactivation is free, but the phone number will already have been put back in the system and given to someone else. To reactivate a disconnected phone, call 1.888.999.2321 or you can do it from the web by choosing "Activate Your Prepaid Phone" and following the instructions from there.

Q: Why won't my credit card register?

A: We can only accept Canadian-issued visa and Master Card credit cards. We can't accept prepaid cards, corporate cards, or cards issued in the US or some other country. If your card is jointly held you may need to register the primary card holder account.

Call us at 1.888.999.2321, or 611 on your mobile, if your credit card is one that we accept but you still need help getting it set up.

Q: How do I add a secondary contact (someone who can use my phone or make payments on my account)?

A: On Prepaid:

To set up a secondary contact (someone who can use my phone or make payments on my account), give a Customer Care a shout at 1.888.999.2321. Remember that secondary contacts also have access to your account, as well as the ability to make changes to your account, so don't set someone up as a secondary contact unless you really trust them.

Heads up! Secondary contact cannot do the the following on account:

• Change PIN or Secret Question
• Change Mobile Phone Number
• Change Ownership
• Deactivate Service

On myPlanTM:

To set up a secondary contact (someone who can use my phone or make payments on my account), give a Customer Care a shout at 1.888.999.2321. Remember that secondary contacts also have access to your account, as well as the ability to make changes on your behalf.

Q: Can I transfer existing ringtones or images from my current mobile to another mobile?

A: On Prepaid:

Your downloads are linked to the phone number you had the time of the download. Once you've transferred your phone number and balance to your new mobile you'll need to switch your new tones and images over as well. Just go to the Main Menu, then hit My Locker and then keep on scrolling down until you find your downloads. There you have an option to re-download for free. If your new phone isn't compatible with your previous downloads you won't be able to get them back. As well, if you've changed your phone number in the past without switching over your tones and images, you also won't be able to switch them over. Don't forget you can always get them back anytime by re-downloading them again for the full price.

On myPlanTM:

Unfortunately, the stuff you download from us can't be transferred from one phone to another.

Q: What is the Virgin Mobile personal holiday?

A: On Prepaid:

You can take Virgin Mobile "Personal Holiday" if you're not going to be using your Virgin Mobile for a while. This lets you temporarily suspend your Virgin Mobile account for up to 90 days. If you're on a monthly plan, you'll still have to pay your monthly charge, but you won't get dinged for usage. Call us at 1.888.999.2321 for more info.

Even if your account is suspended the expiry date on your balance stays the same. Be sure to write this date down and top up by then to ensure you don't lose your account balance.

[shahmiBro]

Top Up:

Q: How can I get the correct Top Up amount applied to my account?

A: On Prepaid:

Call us at 1.888.999.2321, or 611 on your mobile, with your Top Up card handy and we'll troubleshoot the problem for you.

Q: Is there a minimum amount I need to top up?

A: On Prepaid:

The minimum amount to top up is $15. We require that you top up your current Top Up expires so you can keep your account active.

Q: Where can I get Top Up cards?

A: On Prepaid:

Top Up cards are sold at thousands of retail locations across Canada. Cards are available in the following amounts: $15, $25, $50 and $100.

Q: How do I top up my account?

A: On Prepaid:

Topping up is how you add money to your prepaid Virgin Mobile account. When your account is low you can just top it up to keep making calls and using other cool stuff. Topping up is a snap through:

• Top up card
• Credit card
• Interact
• Bank It

Topping up with your credit card is super-convenient. Register a credit card with us and you can even top up on the run directly from your Virgin Mobile phone.

To top up your account you can do any of the following:

• Go to the My Account menu on your mobile phone.
• Dial #111 from your mobile
• Visit virginmobile.ca and click Top Up
• Call 1.888.999.2321 from any other phone

Q: What's the expiry period on my Top Up amount?

A: On Prepaid:

Top Up credits have different expiry period.

If you forget to top up in the required period, your account becomes inactive. You won't be able to make or receive calls except for calls to us and you'll lose the money in your account. If you don't top up for another 120 continuous days, your service will be disconnected. No one wants that to happen. That's why we'll send you text messages on your account is running low on Top Up.

When you top up before your credit expires:

• Your previous balance is added to the new Top Up value.
• The later expiry date is valid for the entire amount.

[shahmiBro]

Voicemail:

Q: Can I check my voicemail from any other phone?

A: Sure you can. Just call your Virgin Mobile phone number and press # when the greeting starts. Enter your voicemail password and you're in.

Q: How do I change voicemail password?

A: From the voicemail menu on your phone, press 3 for personal options.
Press 3 for mailbox settings
Press 4 to change your password. You are prompted to enter a password.
Enter your password (4-10 digits long, numbers only) and press #.

Q: How do I check my voicemail from my mobile?

A: Just press and hold the 1 button on your mobile. This will dial your own number. You'll be charges airtime for this.

Q: How do I initialize my mailbox?

A: From your Virgin Mobile phone, the initialization process starts with the New Virgin Mobile phone tutorial. You're asked to:

• Record your name
• Set up a password
• Record your greeting

You don't have to record a personal greeting if you don't want to. You need to record your name and set up a password. Your mailbox isn't considered initialized until you've recorded your name and set up a password.

Q: How do I set the number of rings before voicemail kicks in?

A:

• Dial *94 and the number of rings you want, then press Send. For example, if you want five rings, dial *945 Send.
• Wait to hear a long beep tone before disconnecting.

Q: Can I remove voicemail?

A: On Prepaid:

You can't remove voicemail-it's a standard feature for all our customers.

Q: How do I check my voicemail from my mobile when I'm outside my calling area?

A: You can still check your voicemail by pressing and holding 1 on your keypad. Because you're outside your local calling area, you will be charged long distance for your call, though.

Q: How do I set up my voicemail?

A: Press and hold the number 1 button on your phone. This will dial you into voicemail. A friendly voice will ask you to do to the following:

• Record your name
• Choose a password
• Record your greeting

That's it. You're done. Now unanswered incoming calls automatically go to your voicemail.

Q: How long are voicemail messages saved?

A: If you're on Voicemail Basic, voicemails are saved for up to 10 days before you listen to them. Then you can save them for up to extra 10 days, but after that you won't be able to keep them anymore.

If you're on Voicemail Plus on a myPlan Monthly Plan, voicemails are saved for up to 25 days before you listen to them. Then you can save them for 25 extra days, but after that you won't be able to keep them anymore.

Q: Is my voicemail included with my Virgin mobile service?

A: On Prepaid:

Sure is: Voicemail Basic. Note the following points about voicemail:

• You will be charged airtime for calls to your voicemail from your mobile phone.
• Checking your voicemail from any other phone is fee.
• You won't be charged when people leave you messages.

Q: How will I know when I get a voicemail message?

A: When you get a new voicemail "a new message" screen appears on your phone. Also, an envelope icon appears at the top of your screen. This icon dissapears when all new messages have been:

• Completely Listened to
• Saved All New Messages
• Erased

Q: What's an uninitialized mailbox?

A: An uninitialized mailbox is one that hasn't been personalized. When you get your phone, it comes with voicemail and your own personal mailbox. You need to personalize your mailbox so that people know they're leaving a message for the right person. You also need to set a password so that you have access your voicemail from other phones. This setting up is called initializing your mailbox.

Q: What's my voicemail capacity?

A: With voicemail basic, you can store up to 10 voicemail messages. When you receive a voicemail, it's stored for 10 days. If you save it, you can keep it additional 10 days from the time you do so.

Q: What happens to my voicemail if I have no cash in my account?

A: On Prepaid:

If your account has no credit, this is what happens with your voicemail:

• Callers trying to leave voicemails get a message saying that you are unavailable.
• Callers won't be able to leave messages.
• You won't be able to check old messages
• Messages that were already in your mailbox before your account became inactive will still be stored for 10 days from the time you saved or received them

Q: What happens to my voicemail if my account is way overdue?

A: On myPlanTM:

If your account is way overdue, this is what happens with your voicemail:

• Callers trying to leave voicemails get a message saying that you are unavailable.
• Callers won't be able to leave messages.
• You won't be able to check old messages

Q: What if I forget my voicemail password?

A: You can recover your password through the following procedure:

• Press and hold the 1 button on your mobile.
• If you've got "password skip" turned on, press 3 for personal options.
• Press 3 for mailbox settings
• Press 4 to change your password
• Enter a new password and then press #.

Q: What is my voicemail password?

A: Your password is a set of numbers, 4-10 digits long. You choose this password when you initialize your mailbox.

Q: What is password skip?

A: The password skip feature lets you get into your voicemail without entering your password. It only works when you call into your voicemail from your Virgin Mobile phone. To set up password skip:

• From the main menu, press 3 for personal settings.
• Press 3 for mailbox settings.
• Press 2 to turn password skip on or off.

Q: When I get my phone, do I have a temporary voicemail password?

A: Nope. We try to keep things simple. We don't give you extra things to remember when you get your new phone and service.

Q: Why aren't I prompted for my password every time I check my voicemail?

A: When you check your voicemail from your own mobile, we don't think it's necessary to re-confirm who you already are. Your security is your own mobile phone number, which we check before granting access to your voicemail. Skipping the password prompt gives you quicker access to your messages. If you want more security, you can turn off the password skip option.

You'll need your password when checking voicemail from any other phone.

[shahmiBro]

Text Messaging:

Q: Do text messages ever get automatically deleted?

A: Nope. You must manually delete text messages from your inbox. We suggest you do so regularly. That way you'll always have room to receive messages from friends and hotties.

Q: How do I know if I've received a new text message?

A: Your phone alerts you when get a text message and displays an envelope icon on your screen.

Q: How do I read a text message on my phone?

A: From the messaging menu, select Inbox.
Highlight the message you want to read, then press OK. The text of the message appears. If the message is longer than one screen, use your navi-key to scroll down and read the rest of the message.

Q: How many text messages can I store in my inbox?

A: It depends on how much memory your phone uses for other applications. Your mobile will warn you when its memory is nearly full.

Q: What's my mobile email address for receiving text messages?

A: Your mobile email address is yourphonenumber@vmobile.ca (for example, 4165555555@vmobile.ca)

Q: What's text messaging?

A: It is the sending of short text messages from mobile phones. It's also called "texting". You may also know text messaging as "SMS", short for "Short Messaging Service". Every phone we offer allows you to send and receive text messages.

Q: What's the longest text messages I can send or receive?

A: You can send and receive text messages up to 140 characters long. For international texting beyond the US, you can send and receive text messages up to 130 characters long.

Q: What happens if I try to send a text message but it can't be sent?

A: You'll receive a delivery alert if your message wasn't sent. You then have the option of sending the message again

Q: What happens if someone sends me a text message that's too long?

A: Messages longer than 140 characters will get cut off and won't be visible on your phone's screen. International texts outside the US will get cut off at 130 characters.

Q: What if I'm having problems receiving text messages?

A: Call customer care at 1.888.999.2321 and we'll help you.

Q: Whom can I receive message from?

A: You can receive messages from almost any mobile phone capable of text messaging. That includes phones that send email.

Q: What if I send a text message to a friend and it's not received?

A: Your friend might not have text messaging enabled. Your friend's phone might also be having trouble with text messaging. If your friend is sure that text messaging is working, perhaps your phone is the problem. Call customer care at 1.888.999.2321 and we'll sort you out.

Q: What if someone sends me a text when my phone is off?

A: If your phone is off, the message will be stored on the network for 72 hours. You'll get the messages when you turn your phone on again. If you leave your phone off for more than 72 hours, the messages will be deleted and you won't receive it. Either way, it won't cost anything.

Q: What if someone tries to send me a text message and my inbox is full?

A: If your inbox is full, the message will be stored on the network for 72 hours. You'll get the messages when you turn your phone on again. If your inbox is full for more than 72 hours, the messages will be deleted and you won't receive it. To make room for new messages, delete old ones. Just listen to your phone. It will warn you when your Inbox is full.

Q: What if someone tries to send me a text when my phone is not in a coverage area?

A: If your phone isn't in the coverage area, the message will be stored on the network for 72 hours. You'll get the messages when you re-enter the coverage area. If your phone is out of the coverage area for more than 72 hours, the messages will be deleted and you won't receive it.

[shahmiBro]

Plans:

Q: Am I charged for inbound and 1.800 calls?

A: On Prepaid and myPlanTM:
All inbound calls and outbound 1.800 calls are charged at your normal airtime rate. You are not charged long distance for outbound 1.800 numbers.

Q: Can I get Windows Live on my phone?

A: On Prepaid and myPlaceTM:

Yes. You have access to Hotmail, Messenger, sports updates, horoscopes and more.

Do my minutes ever expire?

On Prepaid:
Yes. Unused minutes do not get rolled over from month to month.

On myPlanTM:
Yes. Unused Anytime Minutes do not get rolled over month to month.

Q: How am I charged for calls?

A: On Prepaid:
Your incoming and outgoing calls are charged by the minute. That means calls lasting less than a minute are charged for one full minute. So, if you make a call that lasts a minute and 47 seconds, you'll be charged for two minutes.

On myPlanTM:
Your incoming and outgoing calls are charged by the minute. That means calls lasting less than a minute are charged for one full minute. So, if you make a call that lasts a minute and 47 seconds, you'll be charged for two minutes.

Q: How much do calls cost?

A: On Prepaid:
Costs vary depending on what plan you choose. Check here for details.

On myPlanTM:
Costs vary depending on what plan you choose. Check here for details.

Q: What are Virgin Mobile's local calling plans?

A: On Prepaid:
We've designed our calling plans for real flexibility, based on whether you talk a little or a lot.

On myPlanTM:
We've designed myPlan with you in mind. Build the perfect plan for you and finally get the control and value you deserve.

Q: What data bundles do Virgin Mobile have?

A: On Prepaid:
We have an Unlimited Web Browsing add on that you can add to your service.

On myPlanTM:
We have an Unlimited Web Browsing add on that you can add to your service.

Q: What text messaging plans do Virgin Mobile have?

A: On Prepaid:
Here's the low down on are our text messaging deals.

On myPlanTM:
Here's the low down on are our text messaging deals.

Q: When does long distance apply?

A: On Prepaid and myPlanTM:

Here's an example to make our long distance calling rates crystal clear.

You live in Toronto (remember, this is just an example) and Toronto is your local calling area. You have a Toronto phone number

• While in Toronto, you call someone in Vancover. You pay long distance charges on top of your regular a minute rate.
• Visit Vancover and make a call to someone in Vancover. That's a local to local call. You only pay your regular a minute rate.
• Call anywhere outside Vancouver while you're there. Long distance charges apply on top of regular a minute rate.
• Receive a call while you're in Vancover. We charge long distance plus your regular a minute rate. That's because the call first goes to your Toronto calling area before being rerouted to you in Vancouver.

Q: When do evenings and weekends start?

A: On Prepaid and myPlanTM:

Evenings are 7.00 p.m. to 7 a.m. Monday to Friday.
Weekends are 7.00 p.m. to 7 a.m. Friday to Monday.

[shahmiBro]

Activating Service:

Q: Can my account be deactivated?

A: On Prepaid:
If you don't use your account for 120 days, and you'll lose your phone number, too. Remember to use your phone or top up every 180 day to keep your account active.

On myPlanTM:
If you don't use your account for 120 days, and you'll lose your phone number, too.

Q: What kind of starter bonus do I get?

A: On Prepaid:

All Virgin Mobile phones come with a $5 starter bonus when you activate your prepaid account online.

Q: How do I find my electronic serial number (ESN) or mobile equipment identifier (MEID)?

A: Just check on the back of the phone by removing the battery.

Q: What do I get when I buy a Virgin Mobile phone?

A: When you buy one of our phones, here's what else you get with the package:

• Battery
• Wall Charger
• Instruction Booklet
• Good Karma

Q: What is auto switch?

A: Auto Switch can be used right when you first activate your phone. It lets you pick your preferred rate plan even if you don't have enough cash in your account right then to cover the cost of the plan. We'll hold onto your request for 3 days and then switch you over to your preferred rate plan as soon as you top up your account. If your 3 window is already up then log in into My Account and go to the Rates section to make the change online.

Q: Will I be charged long distance on incoming calls?

A: On Prepaid:

Long distance charges to the US and Canada are $.30/minute plus regular airtime charges.

Heads up long distance charges apply if you receive a call on your Virgin Mobile phone when you're outside your local calling area.

On myPlanTM:

Long distance charges apply if you receive a call on your mobile when you are outside your local calling area.

[shahmiBro]

Billing and Payment:

Q: Can't remember your password?

A: On myPlanTM:

We don't give your password to anyone. If you forget your password, try answering the Secret Question you created when you signed up. If you still can't get in give us a call at 1.888.999.4151.

Q: Can I get a paper bill mailed to me?

A: On myPlanTM:

Sure. Anytime you want you can ask for a supplemental paper bill mailed to be emailed out to you for $4/month.

Q: Can I print my eBill and pay at my bank or a bank machine?

A: On myPlanTM:

• No. With e-Bill you can pay with credit card or debit card, either online or with telephone banking.
• If you have a supplemental paper bill mailed out to you, you can also pay by mail or at your bank.
• Don't forget that pre-authorized payments are an awesome way to pay your bill. They're automatically charge to your credit card or debited from your bank account. That way we do all the work and you never miss a payment.

Q: How do I get my bill?

A:

• Everyone gets a free monthly e-Bill. It's easy for you and awesome for the environment.
• Every month we'll send you an email and a text when e-Bill is ready
• You can also add a supplemental paper bill mailed to your account for $4/month.
• Call at 1.888.999.4151 to set it all up.

Q: How do I know when my e-Bill is ready?

A: On myPlanTM:

Email - Once your e-Bill is ready online we'll send you an email to let you know it's time for you and Bill to have your monthly get together.

Text - We'll also send you friendly text with your due date when your bill is ready, just in case you don't check your email on regular basis.

Q: How do I pay my bill?

A: On myPlanTM:

• One-time Credit Card Payment: through My Account on the Web or by calling Customer Care at 1.888.999.4151
• Pre-Authorized credit card payments automatically taken from your credit card monthly
• Pre-Authorized Debit payments automatically taken from your bank account monthly.
• One Time Bank Account Payment - Use your account number to make a one time telephone or internet bank payments. Heads up, this can take up 3-5 business days to process.
• Cheque - Send us a cheque if you've asked for a supplemental paper bill. Heads up, this can take 5-7 business days to process.

Payment is due 21 days from the bill date. It's always good to pay your bill on time to keep your phone active and your account totally up to date.

Q: How do I sign up for automatic payment?

A: On myPlanTM:

• For Pre-Authorized Credit - Just call at 1.888.9994.151.
• For Pre Authorized Debit - Fill out a particular form and send it in.

Q: How do I understand my bill?

A: On myPlanTM:

A super handy demo shows you everything you need to know about your bill.

Q: How do view my e-Bill?

A: On myPlanTM:

• My Account is your online home base for checking out and paying your bill, updating your account info and way more.
• Your Login ID is your mobile phone number.
• If you don't have your log in information for My Account, just call at 1.888.999.4151.

Q: How to log in to My Account?

A: On myPlanTM:

Use your account number and password to log in. The first time you log in you'll need to use your temporary password from your Welcome Email, then you can change it to something easy for you to remember.

Can't remember your account number? Find it in:

• Your membership agreement
• Your welcome to Virgin Mobile email
• Your e-Bill notification email

Q: How to update your email address?

A: On myPlanTM:

It's really important that you update us with your new email address so that you can get your eBill notification emails. Log in to My Account and click on Membership Info or call Customer Care at 1.888.999.4151.

Continuation of billing and payment:

Q: I forgot my user/ID password for My Account. What do I do?

A: On myPlanTM:

Give Customer Care Service a shout by calling 611, free of charge, from your Virgin Mobile or call 1.888.999.4151 from any other phone.

Q: When is my payment due?

A: On myPlanTM:

Payment is due 21 days from your bill date. Please check out your e-Bill or supplemental paper bill to be sure of what your bill date is.

Q: Where can I find my account number?

A: On myPlanTM:

• Your membership agreement
• Your welcome to Virgin Mobile email
• Your e-Bill notification email

Q: Why is my email address is important?

A: On myPlanTM:

It's how we let you know your e-Bill is ready. Our default billing method is e-Bill and we'll send only you a supplemental paper bill if you ask for one. This is fast for you and good for the environment. Every month we'll send you an email to let you know when your e-Bill is ready to check out in My Account.

If we don't have the right email address for you:

If the email address we have on file for you doesn't work we'll need to put you on our supplemental paper bill option at a charge of $4/month. Call at 1.888.999.4151 anytime to ensure your email address is up to date and working.

Q: Why is my first Bill more than expected?

A: On myPlanTM:

The cost for this bill is higher because it's for more than just a month of service. It includes charges for the current month, as well as for the incoming month. The current month charges are a partial fee for services from the date your account was first activated until the end of the billing cycle.

Q: Is there a way to tell you how many minutes I've used or have left (i.e. airtime minute, evening minute)?

A: On myPlanTM:

Yep, go to My Account and click on Membership Info then look for Minute Check.

[shahmiBro]

Coverage and Services:

Q: Can I make calls from outside Canada?

A: On Prepaid:

Sorry, right now you can't make calls outside Canada with your Virgin Mobile phone. But we're working on roaming agreements to bring on the US soon.

On myPlanTM:

With Virgin Mobile's myPlanTM, you can roam throughout the US.

As for the rest of the world there are Virgin Mobile companies worlwide offering great phones and services just like we do. Check out virginmobile.com to see where they operate.

Q: Can I make international calls from my phone?

A: On Prepaid:

With a prepaid plan, you can make international calls from Canada on your Virgin Mobile phone. International Rates vary depending on which country you're calling. Long distance calls to Canada and the US are $0.35/minute on top of your regular per minute rate.

On myPlanTM:

To make international calls, first give Customer Care a call at 1.888.999.2321 to get international calling unlocked. International calling rates vary depending on which country you're dialing. Long distance calls to Canada and the US are $0.35/minute on top of your regular per minute rate.

Q: Can I use my American, British, Australian Virgin Mobile in Canada?

A: On Prepaid and myPlanTM:

Here's the deal:

• If you're sporting a Virgin Mobile phone from the UK, it will roam like a dream in Canada. Check with the mates in Blightly before bringing your phone across the pond, though.
• If you got a Virgin Mobile from the US, it won't roam in Canada.
• If you've got a Virgin Mobile phone from Australia, it might roam in Canada, but check with Customer Care Down Under before bringing it to the Great White North.
• If you're from the UK, US and Australia and want to use your international Virgin Mobile phone here in Canada, sorry, but you'll have to buy one of our phones to join us

Q: Can I use my CDMA phone to get Virgin Mobile's service?

A: Sorry, but you can only use Virgin Mobile Canada phones on the network.

Q: Can I use my GSM phone to get Virgin Mobile's service?

A: Sorry, but you can only use CDMA-based Virgin Mobile Canada phones on the network.Your GSM phone and SIM card aren't compatible with GSM technology.

Q: Can my account be deactivated?

A: On Prepaid:

There is no activation fee with Virgin Mobile.

On myPlanTM:

On all myPlanTM monthly packages there is a one time only $35 activation fee.

Q: Do I have to go through a credit check?

A: On Prepaid:

You do not need a credit check to buy a Virgin Mobile phone and get prepaid service. For some of our services, though, we may need to check if you have a valid credit card.

On myPlanTM:

You do not need to pass a credit check to get service with our myPlanTM monthly packages.

Q: Do I have to sign a contract to get Virgin Mobile's service?

A: On Prepaid:

You do not have to sign a contract to to Virgin Mobile's prepaid and services.

On myPlanTM:

You'll need to sign an agreement to get service through Virgin Mobile's myPlanTM monthly package. We have one year, two year, three year and thirty day (month to month agreement).

Q: Do phones have GPS capability?

A: On Prepaid and On myPlanTM:

Our mobiles don't support Global Positioning System (GPS) technology, so you won't be able to locate people using your mobile. Nevertheless, our phones do have a security feature that helps police locate a customer following calls to 911.

Q: Is there an activation fee?

A: On Prepaid:

There is no activation fee with Virgin Mobile.

On myPlanTM:

On all myPlanTM monthly packages there is a one time only $35 activation fee.

Additional FAQs for service and coverage:

Q: What if I'm a UK customer?

A: On Prepaid and On myPlanTM:

Sorry, but if you're a UK customer we can't get access to your Virgin Mobile info from the UK. Try the following:

• Call Virgin Mobile in the UK at 0845.6000.789
• Email theteam@virginmobile.com
• Check out virginmobile.com/mobile

Q: What if I'm a US customer?

A: On Prepaid and On myPlanTM:

Sorry, but if you're a US customer we can't get access to your Virgin Mobile info from the US. Try the following:

• Call 1.888.322.1122
• Email main@virginmobileusa.com
• Check out virginmobileusa.com

Q: What is auto switch?

A: Auto Switch can be used right when you first activate your phone. It lets you pick your preferred rate plan even if you don't have enough cash in your account right then to cover the cost of the plan. We'll hold onto your request for 3 days and then switch you over to your preferred rate plan as soon as you top up your account. If your 3 window is already up then log in into My Account and go to the Rates section to make the change online.

[shahmiBro]

Downloads:

Q: Can I audition a ringtone or preview image before downloading it to my mobile?

A: You can check out everything before you download it on our website, virginmobile.ca. We don't have any preview set up right on your phone. We do our best to ensure ringtones and images are sound and look the same on your phone as they do on our website, but we can't guarantee that they will download on to your phone exactly the same way you previewed them on the website.

Q: Can I send my ringtone or image to all my friends once I've downloaded it?

A: On Prepaid and myPlanTM:

Downloading a ringtone or an image allows you to use it on your mobile. You're expressly prohibited from transmitting, distributing, reproducing and modifying any downloaded ringtone or image.

Q: Do I have to use a website to download from Virgin Mobile Live?

A: Nope. You also have access Virgin Mobile Live from your phone. Just go to your phone's main menu, pick Virgin Mobile Live and download away.

Q: How do I buy a download from the Virgin Mobile website?

A:

• On virginmobile.ca, go to Virgin Mobile Live to check out all the awesome Virgin Mobile Live stuff.
• When you're ready to buy, go to the download store.
• In the Downloads area, select your phone manufacturer. The page displays different phone models.
• Click on your phone model. The download store then presents content suitable for your phone.
• Select the category you want to displays a table showing the available content for your phone.
• Click on the price link in the Purchase Column next to the item you want.
• Log in using your username and password for downloading. If you're new to the store, you'll have to register first or just provide your mobile phone number. Follow the on-screen instructions. A text message gets sent to your phone with a link for downloading the content.
• Follow the instructions in the text message to complete your download.

Q: How do I buy a download by using my Virgin Mobile phone?

A: On Prepaid:

• Go to the Virgin Mobile Live menu.
• Choose your download category, for example Tones & Pics to download ringtones & images
• Select the item you want and then follow the download instructions

On myPlanTM:

• Go to the Virgin Mobile Live menu.
• Choose your download category, for example Tones & Pics to download ringtones & images
• Select the item you want and then follow the download instructions

Q: How do I pay for my download?

A: On Prepaid and myPlanTM:

Whether you download from Virgin Mobile website or directly from your mobile, we will deduct the amount from your Virgin Mobile account once the download is successful.

If you have a game subscription, we will charge the amount of the subscription to your Virgin Mobile account at the time you start your subscription and then once every month until you can cancel your subscription.

Q: How do I start or stop a game subscription?

A: On Prepaid and myPlanTM:

If you've downloaded a game that runs on a subscription, you can start a new subscription simply by launching the game from your mobile and following the steps that appear on your screen. If you're not connected to the network, you won't be able to start your subscription, so ensure you've got coverage before you start.

If you'd like to manage your game subscriptions, check your renewal dates or cancel a game subscription, go to Virgin Mobile Live from your phone (by clicking on the Web or VXL icon on your phone menu), click on Settings at the bottom page and then click Game Subscriptions. From there you'll find a list of your game, subscription renewal dates and options to cancel.