VIRGIN MY PLANS FAQ

VIRGIN MY PLANS FAQ

DO YOU OFFER UNLIMITED LOCAL MINUTES AND SMS?

Yes! We offer unlimited local minutes and SMS within the UAE, as part of a limited time offer. You’ll love this 🙂

If you’re new and just getting started, choose unlimited local minutes and SMS in “Other Plans” under the “Build Your Plan” section on the Virgin Mobile app.

‘If you’re already a part of the Virgin Mobile family, update your next month’s plan to unlimited and enjoy local minutes and SMS without limits.

Especially if you’ve got 1200 local minutes today, upgrade your plan to unlimited minutes and SMS at no extra cost.

Other things to know:

  • If you’re unable to see the unlimited offering, update your Virgin Mobile app to the latest version, from your app store.
  • Double data with unlimited is available on all monthly, 6-month and yearly plans. 
  • Once the offer ends, your plan will go back to the original 1200 local minutes and SMS.
  • We can suspend, cancel or disconnect your access to Unlimited Local calling if we suspect fraud or illegal use or activity associated with your services, SIM pack or mobile number, or where we suspect Unauthorized Traffic as SIM boxing, multi-calling, spamming, call selling or roaming misuse

Got more questions on our Unlimited offer? Chat with us.

 

DO YOU OFFER DOUBLE DATA?

Yes, we do! Add data to your Virgin Mobile plan worth AED 79 or above and as a special treat, we’ll double it for free. We’re now doubling data on all monthly, 6-month and yearly plans, including our most significant plans of 25GB & 50GB. Don’t miss out, add data to your plan now. Before you begin, here are some essential promotional terms to know:

  • You can only take advantage of the Double Data Benefit during the promotional period. This offer can be stopped without notice.
  • If the offer ends, and you have renewed your plan to include data before the offer end date, you can continue to enjoy Double Data for 6 or 12 months, depending on the plan you’ve purchased during the offer period.
  • For now, we’re doubling data purchased for local use only. Data bought for roaming won’t be doubled.
  • There’ll be no carry forward of unused data balances. After the expiry of the Double Data Offer or the Booster period, any unused data will lapse at the end of the relevant service period.
  • Continue to double your data for 12 months on monthly plans, as long as you successfully renew your plan to include data each month.

CAN I GET A REFUND DURING 6 AND 12 MONTH PLANS?

Unfortunately not, you are committed to your 6 or 12 month plan.

WHAT ARE YEARLY PLANS? (6 AND 12 MONTH PLANS)

If you’re new to Virgin Mobile and still haven’t downloaded our AWESOME app, we recommend you start here. If you’re an existing customer who is just catching up or in need of a refresher, here’s everything you need to know:

  • In a nutshell, our new 6 months and yearly plans allow you to pay the total amount in advance and save money.
  • Save 30% off the total price with a 6-month plan, save 50% with a yearly plan.
  • They’re available for both new and existing customers. If you’re a new customer, just choose the 6 months or yearly plan option on the plan selection screen. If you’re an existing customer, go to update your next plan and toggle between monthly, 6 months or yearly plans.
  • You can only upgrade your plan.
  • Boosters are still available on 6 months and yearly plans, so you’ll never run out of minutes or data.
  • The pause plan feature is not available for 6 months or yearly plans.
  • Want to close your account? We recommend closing once you’ve used your 6 months or yearly plan to avoid losing your subscription.

Please Note:

  • You can still ‘Get Cashback’ from referring a friend on 6 months and yearly plan. Find out more, click here.
  • Double data is now available on all yearly plans until 11 January 2020.
  • You are committed to your 6 months or yearly plan, so you can’t get a refund for it during that period.
  • When you’re on a 6-month plan, the option to “Update Next Plan” will pop-up from month 5 and if you’re on a 12-month plan, it will be available from month 11 of your subscription.
  •  If you don’t “Update Next Plan”, your plan will automatically renew for another 6 or 12 months and you’ll be charged upfront as usual.

HOW DOES YOUR INTERNET CALLING (VOIP) WORK?

It’s really simple! We offer internet calling through two apps: BOTIM and C’ME. To be able to use VoIP in the UAE, you need to subscribe to our Internet Calling. Follow the steps below to do this…

  1. Send ICP in an SMS to 1012.
  2. We’ll charge your Virgin Mobile payment card AED52.50.
  3. Download either the BOTIM or C’ME app and begin making internet calls.
  4. We’ll charge your card every month when the Internet Calling renews.
  5. You can unsubscribe at any time, just send CCP in an SMS to 1012 and your Internet Calling will be unsubscribed immediately and you will lose your remaining balance.
  6. If your payment fails, you pause or terminate your Virgin Mobile plan or you decide to transfer your number to another operator, your Internet Calling will be unsubscribed.

NOTE: If you run out of data you will not be able to use the Internet Calling. If this happens, just buy a data Booster from our app and begin calling again. To find out more about our Internet Calling, click here.  

WHAT IS A ‘BOOSTER’ AND HOW DOES IT WORK?

Here is all you need to know about our cool booster options:

  • A ‘Booster’ allows you to top up your data, local and international minutes.
  • You can boost your local minutes, data or international minutes once you’ve consumed 50% of them, the “Boost’ button will pop-up when it’s time.
  • Your booster will expire when your plan renews, or when it has all been used (whichever comes first).
  • The difference between Pay as you go and booster is that pay as you go is not applicable for data. With boosters you can save more money.

WHAT IS THE PLAN RECOMMENDATION FEATURE?

This feature is awesome! If we see you’re under or over using your plan, we’ll recommend a new plan that best suits your usage, helping you save money in the process. For example, if we see that you’re consuming everything, we’ll recommend a bigger plan so you don’t run out and have to buy ‘Boosters’.

Your personalised recommendation will come 3 days before your plan is due for renewal.

HOW MUCH DATA DO I REALLY NEED?

Good question! This really depends on your personal usage, but you can use the table below as an estimate.

ACTIVITY

DATA

One email (text only)

35 KB

One email with photo attachment

1 MB

One email with Word, Excel or Power Point attachment

300 KB

One webpage

300 KB

One app/game/song

15 MB

Social media download/upload

500 KB

One 4 minute song

600 KB

1 minute of streaming video (e.g. Youtube HQ)

30 MB

  The above estimates are measured in KB and MB. If you’re not sure what these are, see the table below.

UNIT

SIZE

1 Kilobyte (KB)

1,024 Bytes

1 Megabyte (MB)

1,024 Kilobytes

1 Gigabyte (GB)

1,024 Megabytes

When data is consumed, it is used in batches of 10KB (10,240 Bytes to be precise) at a time – these are called pulses. Your data consumption is measured in volume (Bytes) by the system and rounded to the nearest 10KB. This is then deducted from the data included in your plan.

HOW MUCH DOES A VIRGIN MOBILE BOOSTER COST?

Prices vary depending on the booster you choose. Starting the 1st of January 2018,  VAT will be included at 5%.Data Boosters:-If you buy a data booster, we will double it for you. -Please note; boosters expire on your plan renewal day.

DATA BOOSTER

PRICE

256 MB

AED 15 /AED 15.75 (Incl. VAT)

512 MB

AED 25 /AED 26.25 (Incl. VAT)

2 GB

AED 50 / AED 52.5 (Incl. VAT)

10 GB

AED 100 / AED 105 (Incl. VAT)

25 GB

AED 150 / AED 157.50 (Incl. VAT)

50 GB

AED 200 / AED 210 (Incl. VAT)

Local boosters:

LOCAL MINS BOOSTER

PRICE

50 Mins

AED 15 / AED 15.75 (Incl. VAT)

100 Mins

AED 25 /AED 26.25 (Incl. VAT)

200 Mins

AED 50 /AED 52.5 (Incl. VAT)

International minute booster:

INT. MINS BOOSTER

PRICE

25 Mins

AED 15 /AED 15.75 (Incl. VAT)

50 Mins

AED 25 /AED 26.25 (Incl. VAT)

100 Mins

AED 50 /AED 52.50 (Incl. VAT)

 

WHAT HAPPENS IF MY DATA RUNS OUT BEFORE MY PLAN RENEWS?

No need to worry, we have you covered! We will give you free data worth 200MB at a lower speed of 100Kbps.

You can also easily top up your plan in the app using our ‘Boosters‘. These will be added to your remaining allowance and will expire on your renewal date. You can ‘Boost’ your data, local and international minutes, but make sure you use them before your plan renews as the ‘Boost’ will expire.

ARE THERE REALLY NO CONTRACTS WITH VIRGIN MOBILE?

That’s right. With Virgin Mobile, there are no contracts. We believe in giving our customers total control and flexibility. You are free to come and go as you please. Pretty cool, right? If you don’t want to leave us, but don’t want to pay for a monthly plan, you can also choose to pause your plan. For more info on this, check out ‘How can I pause my plan?

WHAT HAPPENS TO MY NUMBER WHEN I PAUSE MY PLAN?

Nothing. When you pause your plan, it’s just the automatic renewal of your monthly data, local and international minutes that is paused. You can still use your number to make pay as you go calls and send SMS from the balance of your ‘Wallet‘. Please note, you can’t get a booster or use data when your plan is paused.

HOW MUCH DOES A DATA BOOSTER COST?

Boosters are awesome. If you’re close to running out of data you’ll have the option to buy a Booster for the rest of the month. -If you buy a data booster, we will double it for you. -Please note; boosters expire on your plan renewal day.

DATA BOOSTER

PRICE

256 MB

AED 15 /AED 15.75 (Incl. VAT)

512 MB

AED 25 /AED 26.25 (Incl. VAT)

2 GB

AED 50 / AED 52.5 (Incl. VAT)

10 GB

AED 100 / AED 105 (Incl. VAT)

25 GB

AED 150 / AED 157.50 (Incl. VAT)

50 GB

AED 200 / AED 210 (Incl. VAT)

 

HOW DO I GET THE BEST PRICES WITH VIRGIN MOBILE?

The best way to get competitive rates is to build your own plan and only select the data, local and international minutes you need. If you run out you can always buy a ‘Booster‘ and update your plan for the next month. You can also ‘Pay as You go‘ from the available balance in your ‘Wallet‘, but you will get the best rates from our plans.

HOW CAN I PAUSE MY PLAN?

You can pause your monthly plan at any time and for as long as you want. Your monthly plan will not be renewed, but there is a small fee of AED 10 per month. 6 and 12-month plans can only be paused in the last month (6th or 12th month). The best part is, we add the AED 10 fee to your wallet so you can use it on pay as you go calls and SMS,  RTA mParking SMS and voice roaming so when you pause your “Wallet” is not affected and you can still use your balance. To pause, tap here or follow the steps below:

  1. On the home screen, tap ‘Update next plan’
  2. In the top right corner, you will see a pause icon, tap this.
  3. Follow the instructions.
  4. Your plan is now paused.

Please Note: You cannot use your data or get a booster once your monthly plan is paused. You can still receive calls though. Your VIP Silver or Gold number comes with a 1-year plan. This plan cannot be paused.

 

WHEN I PAUSE MY PLAN, DO I STILL PAY A MONTHLY PLAN RENEWAL FEE?

No, your monthly plan (including all associated fees) will be paused. We do charge a small AED10 monthly fee to pause your plan, but we credit this to your ‘Wallet’ so you can continue to make calls and send SMS while your plan is paused. This credit has unlimited validity so you can use it at any time.

WHERE CAN I FIND YOUR PLAN PRICES?

Build a plan of your choice and check our prices on this page, on the website.
Alternately, download the Virgin Mobile App available on the iOS and Android app stores.  

I RECEIVED MY FRIENDS FREE DATA PROMO CODE. WHAT NOW?

When you sign up in our app, enter your friends promo code by clicking on the ‘Promo Code’ button on the plan selection screen. Once you enter the promo code we’ll automatically apply your free data, you’ll get an extra 1GB a month for the first 3 months.

A few things to note:

  • The promo code cannot be used if you are buying a VIP plan.
  • If your friend leaves Virgin Mobile within the first 3 months your free GB’s will stop.
  • This code can’t be used alongside other codes.

 

DO YOU OFFER VOICE MAIL?

No, we believe that voice mail is headed in the same direction as the fax machines of the 1980’s – so we will not be offering a voicemail service.

WHEN I UNPAUSE MY PLAN, WILL I GO BACK TO THE SAME PLAN I HAD BEFORE?

That’s completely up to you. When you unpause your plan you can choose to go back onto the same plan, or if you want you can go with a brand new plan. Once you decide, your payment card will be charged and this will be your new renewal date.

CAN I TRANSFER MY ACCOUNT?

We don’t offer this functionality at the moment, however we are always working to improve, so stay tuned for more updates.

HOW CAN I UNPAUSE MY PLAN?

It is easy to unpause your plan. Tap on ‘Reactivate Plan’ on your home screen in the App.
After that, you can choose to go back to the same plan as before you paused or choose a new one. It’s entirely up to you.

Once you’ve unpaused and have selected a new plan, your payment card or wallet will be charged. This day forward will be your new monthly renewal date. You can always pause again if you need to for the usual AED 10 per month.

Remember, if you’ve pre-scheduled to unpause your plan on a specific date, it will automatically unpause, of course, this isn’t binding, and you can choose to end the pause earlier.

HOW CAN I FIND THE INTERNATIONAL CALLING RATES?

We currently have partnerships with networks in over 100 countries around the world. To check if your country is included please click here or you can follow the steps below:

  1. Go to the ‘HOME’ screen.
  2. Tap ‘Update next plan’.
  3. Tap ‘Rates’ under ‘INTERNATIONAL’.
  4. Select your country and the rates will be displayed.
  5. If your country is not included, you can use PAYG by adding credit to your wallet. Simply click 

Below is a full list of countries included:

COUNTRIES

AFGHANISTAN

ANDORRA

AUSTRALIA

AUSTRIA

BAHAMAS

BAHRAIN

BANGLADESH

BELGIUM

BERMUDA

BHUTAN

BRAZIL

BRUNEI

CAMBODIA

CANADA

CHINA

COLOMBIA

COSTA RICA

CYPRUS

CZECH REPUBLIC

DENMARK

DOMINICAN REPUBLIC

EGYPT

EL SALVADOR

FAROE ISLANDS

FINLAND

FRANCE

FRENCH GUIANA

GERMANY

GIBRALTAR

GREECE

GUADELOUPE

GUAM

GUATEMALA

GUYANA

HONG KONG(Chinese territory)

HUNGARY

ICELAND

INDIA

INDONESIA

IRAN

IRELAND

ITALY

JAPAN

JORDAN

KENYA

KUWAIT

LAOS

LEBANON

LUXEMBOURG

MACAO

MALAYSIA

MALTA

MARSHALL ISLANDS

MARTINIQUE

MAURITIUS

MAYOTTE

MEXICO

MONGOLIA

NAMIBIA

NEPAL

NETHERLANDS

NETHERLANDS ANTILLES

NEW CALEDONIA

NEW ZEALAND

NIGERIA

NORWAY

OMAN

PAKISTAN

PALESTINE

PANAMA

PARAGUAY

PERU

PHILIPPINES

POLAND

PUERTO RICO

QATAR

REUNION

ROMANIA

RUSSIA

SAUDI ARABIA

SINGAPORE

SLOVAKIA

SOUTH AFRICA

SOUTH KOREA

SPAIN

SRI LANKA

SUDAN

SWAZILAND

SWEDEN

SYRIA

TAIWAN(Chinese territory)

TAJIKISTAN

THAILAND

TURKEY

TURKMENISTAN

UNITED KINGDOM

UNITED STATES

UNITED STATES VIRGIN ISLANDS

URUGUAY

UZBEKISTAN

VIETNAM

YEMEN

 

MY DATA ISN’T WORKING. WHAT SHOULD I DO?

Oopsie! Try these troubleshooting steps:

  1. Sign in to your Virgin Mobile App and double-check your plan for remaining data.
  2. If none, you can always buy a 
  3. Check if your Virgin Mobile SIM is working.
  4. Try your SIM in another phone to make sure the phone is working correctly.
  5. Turn off your WIFI and place your phone in flight mode for 10 seconds.
  6. Ensure your cellular data is switched on.

If you’re still facing issues, chat with our Customer Care team. They’ll be happy to help you further.

 

DOES MY PLAN RENEW AUTOMATICALLY?

Yes, when you become a Virgin Mobile customer you agree to have your plan automatically renew every month. For example, if your plan started on 11th June, it will renew automatically on 11th July, 11th August, 11th September (you get the point). If you want, you can cancel or change your plan at any time in the app. Please note that you can’t carry over the remaining balance to the next month.

HOW MUCH DOES A LOCAL MINUTES BOOSTER COST?

Boosters are awesome. If you’re close to running out of local minutes you’ll have the option to buy a Booster for the rest of the month. We have a few local minutes Boosters available for you – See the prices below.  

LOCAL MINS BOOSTER

PRICE

50 Mins

AED 15 / AED 15.75 (Incl. VAT)

100 Mins

AED 25 /AED 26.25 (Incl. VAT)

200 Mins

AED 50 /AED 52.5 (Incl. VAT)

 

CAN I CHANGE MY PLAN ONCE I’VE PAID FOR A 6 OR 12 MONTHS?

Yes you can, but you can only ‘upgrade‘ the value of your plan. Usually, you would upgrade when you are running out of your minutes or data and prefer to have a bigger plan Vs. using boosters. You can do this at anytime throughout your plan with the exception of the final month. So, between months 1-5 if you have a 6 months subscription or between month 1-11 if you have a 12 months subscription. What’s awesome is you can “Upgrade” to a plan of your choice for the period between now and the completion of your 6 or 12 months subscription and enjoy a discounted price. Once you’re ready for your upgrade, follow these simple steps:. 1) Open your Virgin Mobile APP and tap on the “Upgrade your Plan” button at the top of the home screen. 2) Select the plan you want and confirm your update. 3) Your upgraded plan will be effective starting on your next renewal date.

CAN I USE DATA WHILE MY PLAN IS PAUSED?

No, you will only be able to make pay as you go calls and send SMS from the balance of your ‘Wallet’. You can also still buy roaming plans.

HOW CAN I CHANGE OR EDIT MY PLAN?

With Virgin Mobile, you can change or edit your plan at any time. We’ve made it super simple for you, all you need to do is follow the steps below.  

  1. Go to the ‘HOME’ screen.
  2. Under ‘THIS MONTH’S PLAN’ section you will see ‘Update next plan’. Tap on this.
  3. You will now be in the ‘Update Your Plan’ section where you can edit your data, local and international minutes (any changes will be applied to the following month.
  4. Confirm your update.

The best thing is, you can update this as many times as you like until your plan renews. Once the plan renews, your most recent selection will be your new plan. It’s that simple!   *Please note; 6 & 12 months plans can only be upgraded (no downgrade).

 

HOW MUCH DOES AN INTERNATIONAL MINUTES BOOSTER COST?

Boosters are awesome. If you’re close to running out of international minutes you’ll have the option to buy a Booster for the rest of the month. We have a few international minutes Boosters available for you – See the prices below.  

INT. MINS BOOSTER

PRICE

25 Mins

AED 15 /AED 15.75 (Incl. VAT)

50 Mins

AED 25 /AED 26.25 (Incl. VAT)

100 Mins

AED 50 /AED 52.5 (Incl. VAT)

 

I DON’T WANT TO ‘BOOST’ AND MY PLAN IS AT ZERO. CAN I STILL USE MY SERVICE?

That’s a very good question, and the answer is yes you can. If you don’t want to buy a ‘Booster’ (for whatever reason), you can still use data and minutes. We will give you 200MB of data for free at a restricted speed of 100Kbps. And for calls, you can pay as you go.

WHAT IS THE DETAILED USAGE SCREEN?

The detailed usage screen is a really cool space on the Virgin Mobile app that offers you a chance to keep track of all your usage history. It shows you what data, local and international minutes you have used (including any boosters). You can also see the details of your roaming data and voice. See it all in the app, all near real-time. Toggle between usage details from today, the last 7 days, last 30 days or choose a custom period from up to 3 months ago. What even more awesome? Through this section on the app:

  • You can track the apps that consume most of your data
  • The minutes you spend on each call alongside the number and
  • Even the number of SMSs you have sent
  • Plus more 🙂

Don’t forget, if you see the need for more minutes or data, you can always update your next month’s plan, easily from the app. Navigate to this new space by tapping on “Usage” on the black bar at the bottom of your home screen and then tap any of the usage boxes to see their details. If you’re on the app already, click the little x on the top right corner and head back. Explore this section and if you have any questions, chat with us.