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Virgin Mobile Help
Virgin Mobile Help: If you've just got a new cellular phone account with Virgin Mobile, or if you've got a new phone and you want to learn about features, downloading, text messaging, or how to set up your voice mail, we've got the information you need right here. Learn technical information, like how to browse the Web, how to top up your account, set up alerts, or learn about the newest ringtones, graphics, and exclusive content available from Virgin Mobile.
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If I buy a new Virgin Mobile phone, can I keep my old Virgin Mobile phone number?
Of course. To swap your Virgin Mobile phones (in other words, program your current Virgin Mobile number into your new phone), click here. Or, give us a call at 1-888-322-1122 and ask for a live advisor.I'm switching from another company, can I keep my number?
Yes, depending on where you live. Of course, you have to have a Virgin Mobile phone in order to use Virgin Mobile's service. If you don't have one of our phones yet, you can check them out here.You should also note that we can't switch your area code without giving you a new local number as well. For example, say you've just moved from San Francisco to New York City, and your San Francisco number was 415-123-4567. In that case, if you are switching to Virgin Mobile from a wireless carrier, you could keep 415-123-4567, but you can't switch to 212-123-4567.
If you are switching your land-line (your home phone) to Virgin Mobile, you must retain a local area code.
Can I use a mobile phone from a different company?
No, but it's the perfect excuse to get a new phone!Do all things mobile on our phones - send a text message, download ringtones and entertain yourself with our fun-filled VirginXtras and exclusive content from *MTV and vh1 2 go.
Can I change faceplates with a Virgin Mobile phone?
Yes, you can customize the look of your Party Animal and K7 Rave with interchangeable faceplates.Which phones do Minute2Minute, Day2Day, and Month2Month work with?
All three of our services work on any of our phones.Can I switch between Minute2Minute, Day2Day, and Month2Month?
Sure, you can switch between offers as long as your account is active.Switching to Month2Month from Minute2Minute or Day2Day:
If you want to switch to Month2Month, you can make the switch whenever you like.
Switching to Minute2Minute or Day2Day from Month2Month:
If you want to switch to Minute2Minute or Day2Day from Month2Month, you can make the switch whenever you like. When you switch from Month2Month to Minute2Minute or Day2Day, you lose all of the Month2Month minutes remaining in a level, so it's best to switch from Month2Month to either Minute2Minute or Day2Day at the end of your monthly billing cycle or after you've used your minutes.
Switching between Minute2Minute and Day2Day:
If you want to switch between Minute2Minute and Day2Day, you have to make sure you have added at least $20 to your account within the last 90 days.
Once you make the switch to any of the offers, we'll take any money that's left in your balance and apply it to your account. You can make the switch here, or by calling Virgin Mobile At Your Service at 1-888-322-1122.
What should I do if my phone breaks?
Give us a call at 1-888-322-1122. If the phone you bought was new, your phone, battery, and charger all come with a manufacturer's warranty good for a year from when you activate your phone -- and we can help replace any of these at no cost to you. There are some cases where replacements may not be covered, but the best bet is to always let us know right away if your phone breaks. We can usually hook you up with a new phone at a great price. Plus, you'll get your phone fast.I bought a refurbished phone from Virgin Mobile and it broke. What should I do?
Give us a call at 1-888-322-1122. Refurbished phones come with a warranty of 90 days or whatever's left of the original manufacturer's 1-year warranty (whichever time period is longer). So that means within 90 days (sometimes longer) from when you swap onto your new phone, you're covered. Again, sometimes you won't be covered, but it's always a good idea to let us know right away if your refurbished phone breaks. We can usually hook you up with a new phone at a great price...and get it to you really fast.What should I do if my battery breaks? And what if my charger stops working?
Give us a call at 1-888-322-1122. If the phone you bought was new, the battery and the charger that came with it are covered by the manufacturer's warranty for a year after you activate. That means, if you contact us, we can help replace your battery or charger...usually at no cost to you. There are a few cases where you won't be covered, but it's always a good idea to let us know right away when your battery or charger breaks.What should I do if I lose my phone?
Don't panic. Take another look around and try to find your phone. (It'll always be in the last place you look, right?) If you still can't locate it, let us know right away and we'll suspend service to the phone. That way, once your service is suspended, no one can use up your remaining balance. We can offer you a replacement phone at a really low price. We usually can have it to you in just a few days, and we'll transfer any remaining balance in your account to your replacement phone. So, no worries. Click here for details.What should I do if my phone is stolen?
Don't panic. Take another look around and try to find your phone. (It'll always be in the last place you look, right?) If you still can't locate it, let us know right away and we'll suspend service to the phone. That way, once your service is suspended, no one can use up your remaining balance. We can offer you a replacement phone at a really low price. We usually can have it to you in just a few days, and we'll transfer any remaining balance in your account to your replacement phone. So, no worries. Click here for details.If I live in Connecticut, whom can I contact with complaints?
Connecticut customers may submit complaints or inquiries by U.S. mail to the Connecticut Department of Public Utility and Control (DPUC) located at Ten Franklin Square, New Britain, CT 06051. Customers also may contact the DPUC at (866) 381-2355 or electronically at dpuc.information@po.state.ct.us. Customers with service inquiries may contact Virgin Mobile directly.Which Virgin Mobile handsets are hearing-aid compliant?
The currently available Virgin Mobile handsets that have received a hearing-aid compliant (HAC) performance rating (designated by the letter "M" followed by a number) are indicated in the chart below:| Handset: | M Rating: | T Rating: |
| Shuttle | M3 | - |
| TNT! | M3 | T4 |
| ARC | M4 | - |
| Slash | M4 | T4 |
| Wild Card | M3 | T4 |
| Super Slice | M3 | - |
| Cyclops | M4 | T4 |
| Flare | M4 | - |
| Marbl | M4 | T4 |
| Aloha | M4 | - |
Some of our older phones are not hearing-aid compliant. Please call Virgin Mobile At Your Service at 1-888-322-1122 for more information
What do the M&T ratings mean?
The "M" rating refers to the phone's Radio Frequency (RF) emissions level for use with hearing aids operating in the microphone setting. The higher the phone's "M" rating, the more likely the phone is compatible with a hearing aid operating in the microphone setting. A hearing aid uses a microphone to collect and convert sound waves to electrical signals. The hearing aid then amplifies and converts the electrical signals back to audible sounds for the hearing aid user to hear. RF emissions generated by digital wireless phones often interfere with the operation of a hearing aid's microphone, distorting the amplified audible sound. In addition, hearing aid microphones tend to collect ambient noise and amplify these sounds, interfering with the desired audio transmission. To diminish interference between wireless phones and hearing aids, the FCC requires wireless carriers to offer phones that meet the American National Standards Institute (ANSI) C63.19 standard for reduced RF emissions. Wireless phones that comply with the FCC's hearing aid compatibility (HAC) regulations must receive a minimum rating of "M3" for RF emissions under the ANSI C63.19 standard.While there is no guarantee, digital wireless phones that receive a minimum of an M3 rating should provide acceptable performance with most hearing aids. Hearing loss and hearing aids are highly individualized, however, so optimal performance cannot be guaranteed. Other factors, such as type of hearing aid device or degree of hearing loss, also can affect a phone's performance for a particular user. Hearing aids also have ratings similar to wireless phones. Most newer hearing aid models receive at least an M2 rating. To determine the level of compatibility between your hearing aid and the Virgin Mobile HAC certified handsets, combine the M rating of your hearing aid and the M rating of this phone. For example, if you pair an M3 hearing aid with an M4 phone, you will achieve a combined rating of 7. Any combined rating equal to or greater than 6 provides excellent performance, any combined rating equal to 5 offers good performance, and any combined rating equal to 4 offers acceptable performance.
Phones rated T3 or T4 meet FCC requirements and are likely to be more usable with a hearing device's telecoil ("T Switch" or "Telephone Switch") than unrated phones. T4 is the better/higher of the two ratings. (Note that not all hearing devices have telecoils in them.) Hearing devices may also be measured for immunity to this type of interference. Your hearing device manufacturer or hearing health professional may help you choose the proper rating for your mobile phone. The more immune your hearing aid is, the less likely you are to experience interference noise from mobile phones.
What are the specifications for each HAC-compliant handset?
The specifications for the hearing-aid compliant Virgin Mobile handsets can be found in the description pages for each phone. To learn more click here.© Virgin Mobile USA, L.P. 2002 - . All Rights Reserved.
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