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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What are surcharges and why do you charge me for them?

No one likes paying extra. We understand that. But to keep the business afloat, and keep your phone working, we need to recover some of the costs we incur in complying with government regulations in addition to the sales and usage taxes we collect on airtime purchases. We do this by adding a few surcharges to our plans with monthly charges. These surcharges are not taxes or government-required charges, but they help us defray our costs incurred in complying with federal and state telecommunications regulations.

Virgin Mobile currently charges Monthly Plan customers for Federal and State Universal Service Fund (USF), e911 and a cost recovery surcharge and our $6.99 TALK plan customers for Federal and State Universal Service Fund (USF) and e911. Rates may vary by state, county, and city and will change from time to time. Each charge will appear as a separate item in your Payment History. You can learn more about each surcharge by reading the FAQs below.

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What is e911?

This per-line, monthly surcharge is generally imposed to fund state 911 emergency systems and emergency services, such as fire and rescue. Rates may vary by state, county, and city. And not all states have an e911 fund.

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What is Federal USF?

The Federal Universal Service Fund helps to provide affordable telecommunications services for low-income customers and customers in rural areas. It also provides discounts on Internet access for eligible schools, libraries, and rural health care providers. Rates change on a quarterly basis.

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What is State USF?

The State Universal Service Fund is a surcharge imposed for the purpose of providing basic telecommunications services for all residents at an affordable price. Rates may vary by state. Not all states have a state Universal Service Fund.

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What is the cost recovery charge?

The cost recovery charge is a per-line, monthly surcharge that is assessed to help Virgin Mobile defray our costs incurred in complying with Federal and State telecommunications regulation. The cost recovery charge is billed along with the monthly recurring charge for those customers on our Monthly Plans. The amount of the charge is currently 99¢ per month but is subject to change.

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