FAQs

Got a question about Pay As You Go?

FAQs

How long does my JAM Pack last?
Jam Packs last for 30 days. They renew automatically every 30 days as long you have enough top-up credit in your account.
Will my existing JAM Pack automatically renew each month?

To automatically refresh your pack each month, you’ll need to top-up by at least the same amount as your current JAM Pack. For example, if you have a £10 JAM Pack, be sure to top up by £10. There are a few ways you can do this:

In the My Account app
Via Your Account - virginmobile.co.uk/youraccount
By texting: “Buy JAM 10/15/20” to 789789 (for example “Buy JAM 10”)

If I use all my JAM Pack allowances, can I purchase a new one?
Unfortunately, you can only have one pack per month. If you use up all your allowances you’ll be charged for minutes, texts and data at our standard rate until your pack renews. To find out more, visit virginmedia.com/jampacks
How can I change my JAM Pack?
You can change your pack when it next renews by texting: “Change JAM 10/15/20” to 789789, for example, “Change JAM 15” to move to the £15 JAM pack. This will kick in on your renewal date as long as you have a minimum of £15 top-up credit available.
What happens if I want to cancel my JAM Pack for the following month?
You can cancel your pack for the following month – you just need to let us know at least 48 hours before the renewal date. Text: “Cancel JAM 10/15/20” to 789789, for example, “Cancel JAM 15” to do this at the end of the 30-day period. Find out more details in Your Account - virginmobile.co.uk/youraccount
How do I get my unlimited Virgin Mobile to Virgin Mobile calls
Opt in by texting your Virgin home phone number or your Virgin Media account number to 789444. Then, just top-up at least £10 each month and you’ll get unlimited Virgin Mobile calls the following month.
How do I bring my old number with me?
Ask your old provider for a Port Authorisation Code (PAC), then save your contacts from your old SIM and follow the steps at virginmedia.com/keep. We'll transfer your number in one working day and give you 100 free minutes to any UK network. Nice!
Where can I see my usage and balance?
All information on your usage and balance, as well as other helpful things like topping up and choosing your favourite JAM Pack can be found when you register online at virginmobile.co.uk/youraccount. You can also text the word “Any” to 789000, and we’ll text back your balance and allowances.
Do I have to top-up every month to get my JAM Pack (for example, if I top-up £20 in March, does that mean my existing credit will last for two months)?
You don’t need to top-up every month. As long as you have sufficient top-up credit, your current JAM Pack will automatically renew.
Can I choose a JAM Pack from any plan?
To choose a JAM Pack, you must be on our Starter plan (all new customers will be on this). However, for existing customers on older plans, you’ll need to move to Starter before choosing your favourite JAM Pack.
When I go abroad, will my allowances still work?
You can use your pack within the EU with Roam Like Home, subject to our fair usage limits. See our Roaming hub for all details and costs.
Will my allowances roll over to the next month?

Data Rollover is only available on our Pay Monthly plans, not on Pay As You Go. Why not view our latest Pay Monthly offers


Why can’t I use 4G?

4G is only available on Pay Monthly plans, not on Pay As You Go. Why not view our latest Pay Monthly offers


Why choose us?

With Virgin Mobile you get 99% 4G population coverage, so you can enjoy clear reception almost anywhere.
Check your signal strength.

Got your mobile number memorised to a tee? We can transfer your numberto your new phone in one working day. Just call your current provider and get your PAC code, then call us free on 789 from your new mobile.

With our 14 day Customer Satisfaction Guarantee you can return your phone for a full refund or replacement – we’ll even send you the envelope to post it in.

Got a problem with your phone? Don’t sweat it. As long as you’re in warranty we should be able to repair your device or replace it free of charge. All our mobiles come with a 24 month warranty and ‘as new’ mobiles and iPhone have a 12 month warranty. See what's covered.

The legal stuff

Freestyle Contracts: Based on a 24 month Consumer Credit Agreement provided by Virgin Media Mobile Finance Limited and a 30 day rolling Pay Monthly Airtime Contract with Virgin Mobile Telecoms Limited. Credit check & payment by Direct Debit required. You must pay off your loan in full in order to upgrade your handset. 0% APR Representative. Prices shown require eBilling. For paper bill add £1.50 per month.

*Standard charges apply, please check with your network operator for rates.

General Mobile

General: Phones subject to availability. Each July your Airtime Contract will increase in line with the Retail Price Index rate of inflation announced in the April before. Plans include UK calls to UK landlines (01, 02, 03) & UK mobile networks. Jersey, Guernsey and Isle of Man mobiles excluded. UK texts and data only. Speeds experienced will vary by device and location. Tethering and peer to peer file sharing prohibited. Acceptable use policy applies.

Calls to service numbers: The cost of calling 084, 087, 118 and 09 is formed of a combined access and service charge: we set the access charge and the company you’re calling set the service charge. Your access charge for these numbers will be shown on your bill and is currently 36p per minute for Pay As You Go and 45p per minute for Pay Monthly. The service charge will be advertised by the company that you are calling.

Calls to other non-geographic numbers: Freephone calls starting 0800 or 0808 are free from mobiles. Calls to 0500 are free. Calls to 08, 0870 and 070 numbers will cost you up to £2.50 a minute in the UK.

Pay Monthly SIM Only: 30-day minimum contract applies.

Pay As You Go: JAM Packs are valid for 30 days from the point of purchase or until used if sooner. Packs will auto-renew every 30 days if the customer account has sufficient airtime balance. Your existing pack will auto-renew unless you have cancelled it or have told us that you wanted to change it. 3G data only. Minutes for UK landlines (beginning 01, 02, 03) & UK mobile networks. Person-to-person UK texts only (delivery notifications excluded). UK allowance of minutes, texts and data can be used in the EU at no extra cost subject to Fair Use limits. Register online to change packs, top-up and make the most out of Virgin Mobile, visit virginmobile.co.uk/youraccount.

Mobile Broadband: Usage amounts given as example only. Credit check and payment by Direct Debit required. 30 day rolling or 12 month contract. If you cancel during the contract you will incur an early disconnection fee. Data bundle is for use within the UK only. Access and speeds are subject to network coverage. Voice-Over-Internet Protocol is not supported. If your use exceeds your monthly allowance you will be charged at the out-of-bundle rate of £2 a day for each day that you use data. Roaming charges apply to your use outside the UK. Pay Monthly terms of service apply. Mobile WiFi device required with upfront fee of £39.99. For full terms and conditions visit virginmobile.com/legalstuff.

Guaranteed next day replacement: Applies to all claims accepted before 6pm Sunday to Friday.

Money back guarantee: Our 14 day Customer Satisfaction Guarantee lets you exchange your joining pack or phone for a different one of the same value or get a full refund, less any airtime you’ve bought. Prepaid packaging will be provided to post it back. Pay As You Go customers will be charged for any airtime used according to our Pay As You Go tariff. Pay Monthly customers will be charged for any airtime used. Calls and texts prior to return will be charged at 31p per minute and 13p per text.

UK’s Best Value Network: Virgin Media awarded "Best Value Network" at 2014,2015 and 2016 Mobile Choice Consumer Awards, decided by public vote among readers of Mobile Choice magazine. Results announced in October each year and valid for one year.

99% UK Population Coverage: Based on using the EE network.

General: Phones subject to availability. Each July your airtime plan will increase by the Retail Price Index (RPI) rate of inflation announced in April of that year. We’ll give you 30 days’ notice of the exact increase. Plans include UK calls to UK landlines (01, 02, 03) & UK mobile networks. Calls & texts to mobiles in Jersey, Guernsey and Isle of Man are not covered by your inclusive monthly usage allowance. UK texts and data only. Speeds experienced will vary by device and location. 

Calls to service numbers: The cost of calling 084, 087, 118 and 09 is formed of a combined access and service charge: we set the access charge and the company you’re calling set the service charge. Your access charge for these numbers will be shown on your bill and is currently 36p per minute for Pay As You Go and 58p per minute for Pay Monthly. The service charge will be advertised by the company that you are calling.

Calls to other non-geographic numbers: Freephone calls starting 0800 or 0808 are free from mobiles. Calls to 070 numbers will cost 75p per minute.

Pay Monthly SIM Only: 12 month contract applies.

Pay As You Go: JAM Packs are valid for 30 days from the point of purchase or until used if sooner. Packs will auto-renew every 30 days if the customer account has sufficient airtime balance. Your existing pack will auto-renew unless you have cancelled it or have told us that you wanted to change it. 3G data only. Minutes for UK landlines (beginning 01, 02, 03) & UK mobile networks. Person-to-person UK texts only (delivery notifications excluded). UK allowance of minutes, texts and data can be used in the EU at no extra cost subject to Fair Use limits.  Register online to change packs, top-up and make the most out of Virgin Mobile, visit virginmobile.co.uk/youraccount.

Nokia: HMD Global Oy is the exclusive licensee of the Nokia brand for phones and tablets. Nokia is a registered trademark of Nokia Corporation. All images used are for illustrative purpose only.

Mobile Broadband: Usage amounts given as example only. Credit check and payment by Direct Debit required. 30 day rolling or 12 month contract. If you cancel during the contract you will incur an early disconnection fee. Data bundle is for use within the UK only. Access and speeds are subject to network coverage. Voice-Over-Internet Protocol is not supported. If your use exceeds your monthly allowance you will be charged at the out-of-bundle rate of £3 a day per GB for each day that you use data. Roaming charges apply to your use outside the UK. Pay Monthly terms of service apply. Mobile WiFi device required with upfront fee of £39.99. For full terms and conditions visit virginmobile.com/legalstuff.

Virgin Media Connect App: Requires iOS 9 or later and Android 5 or later. Virgin Mobile customers: the app will work in a device where a Virgin Mobile SIM is present and setup has been completed. Virgin Fibre customers: the app will work on a device where setup has been completed using My Virgin Media account details. Virgin Fibre customers can use up to 7 devices on Virgin Media WiFi at any one time. For setup: Mobile data connection required for Virgin Mobile customers. Internet (Mobile data or WiFi) connection required for Virgin Fibre customers. UK only. Experience varies by location and number of users. It is not always possible to guarantee that we will be able to offer this app on every device, platform and operating system version or variant. Terms and conditions apply.

Guaranteed next day replacement: Applies to all claims accepted before 6pm Sunday to Friday.

Money back guarantee: Our 14 day Customer Satisfaction Guarantee lets you exchange your joining pack or phone for a different one of the same value or get a full refund, less any airtime you’ve bought. Prepaid packaging will be provided to post it back. Pay As You Go customers will be charged for any airtime used according to our Pay As You Go tariff. Pay Monthly customers will be charged for any airtime used. Calls and texts prior to return will be charged at 31p per minute and 13p per text.

UK’s Best Value Network: Virgin Media awarded "Best Value Network" at 2014,2015 and 2016 Mobile Choice Consumer Awards, decided by public vote among readers of Mobile Choice magazine. Results announced in October each year and valid for one year.

Faster average 4G speed: Based on Ookla’s analysis of Speedtest Intelligence data from 01/04/18 to 30/06/18. Ookla trademarks used under license and reprinted with permission.

F-Secure with Virgin Mobile offer: Not available on BlackBerry. Current retail price £79.99, see https://onlineshop.f-secure.com. Up to 5 devices. Ends after 12 months unless you opt to continue.

MMS messaging: MMS messages to some providers/networks may be delivered by our partner service BICS and will require the recipient to download the content of the message.

Roam Like Home: Fair use policy applies. See virginmedia.com/legalstuff

Spending Caps: In line with EU Legislation, spending caps are now available to all pay monthly customers who have joined or re-contracted with Virgin Media on or after 24 September 2018. Spending caps can be added when you join/re-contract with Virgin Media and will take effect immediately or from your next bill cycle if implemented at a later stage. Increasing or removing your cap will take effect immediately, but any reduction in spending cap will take effect from your next bill cycle. Any changes will be confirmed via text. Spending caps will not override the credit limit. Upon reaching 80% of your spending cap, you will receive a notification by SMS. Once the spending cap has reached 100%, you will receive a further SMS notification and no further out-of-bundle charges can be applied to your account (in-bundle services and access to emergency numbers will remain unaffected). Usage-related charges (including but not limited to calls or texts to premium or international numbers or roaming outside of the EU) count towards the cap; one-time charges (including but not limited to late payment fees and paper bill charges) do not count towards the cap. Caps available to all new and re-contracting customers. View and change your cap through Virginmedia.com. See spending Cap Policy at virginmedia.com/legalstuff.

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