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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Select a topic General Information Switching To Virgin Mobile Switching From Virgin Mobile

I am switching from another company, can I keep my number?

Yes, depending on where you live. 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.

Once you have a Virgin Mobile phone, call us at 1-888-322-1122 and ask for a live advisor. They'll walk you through the process of programming your old phone number into your new phone.

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 an old area code. Be careful though, your New York friends might end up paying long distance charges when they call your San Francisco number in New York.

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How do I bring my number to Virgin Mobile?

We are working to make the process as simple as possible. First, you have to own a Virgin Mobile phone. Then, call customer service at 1-888-322-1122 and our agents will ask for some information. To make things easier, we strongly suggest having a bill from your old carrier handy. That will ensure that all the information is accurate and reduce the chance of any delays.

Do not call your old carrier to cancel, you could lose your number. Instead, we will contact your old carrier as part of the porting process.

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How long will it take?

Virgin Mobile will port your number as quickly as possible. While Virgin Mobile is targeting the FCC's recommendation of 2.5 hours, it could take longer because we are dependant on other telecommunications companies, and this is a new process for everyone

Our current estimates are that moving a wireless number to Virgin Mobile will take up to 3 days — moving a regular number will take up to 4 days.

The actual time to port a number depends on a few factors — your old provider, the demand for portability, and the accuracy of information. When you call to request the port, we will be able to give you a more accurate estimate.

Once your number is ready to use on our network, we will send you an email or an SMS letting you know that you are good to go.

By the way, if you don't want to wait for the whole porting process, or if you just want a clean slate, you can always get a spankin' new Virgin Mobile phone number today.

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Can I keep my old phone?

You will need a Virgin Mobile phone to use our network. It is possible to donate your old phone to charity. See http://www.wirelessfoundation.org/CallToProtect/index.cfm for more information.

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Will I have to pay a termination fee?

Possibly. Your current carrier can charge you any termination penalty outlined in your contract if you cancel your service with them early.

However, the Federal Communications Commission (FCC) ruled that a carrier cannot prevent a subscriber from leaving, even if they have an outstanding bill balance. So, you may have to pay an unpaid balance and termination fee, but that will not prevent you from leaving your current carrier.

By the way, Virgin Mobile has no contracts. Our customers stay with us because they want to, not because they have to.

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Is there a fee?

Virgin Mobile is not charging new or existing customers any portability fees. And, since we don't leash our customers to contracts, there are no early termination fees either. However, we do not refund any unused account balance if you port-out or cancel service with Virgin Mobile.

We can only speak for ourselves. Other companies might charge portability fees in some form, including monthly fees for portability and penalties for terminating your contract early. You might want to check.

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Do you have any tips?

Local number portability is new to the wireless industry, so the best advice we can offer is to be patient. You might want to see how things go on November 24 before jumping into the mix.

Also, when calling to port in, be sure to have an old bill handy. That will ensure that the most accurate information is used. Above all, don't call your old provider. You could lose service for a bit and no-one wants that to happen.

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Do I need to contact my old carrier?

Nope. We will do that for you.

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Can I use my home number as a mobile number?

If you live in the top 100 metropolitan areas, and Virgin Mobile offers service in your area, you can port your home phone number to Virgin Mobile.

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If I buy a new Virgin Mobile phone, can I keep my existing number?

Of course. To program your current Virgin Mobile number into your new phone, just give us a call at 1-888-322-1122 and ask for a live advisor

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