Customer FAQs > What you need to know

Questions:

Why is Virgin Mobile closing?

In recent years, the market has changed considerably, and a combination of tough trading conditions, strong competition and the economic stress posed by COVID19 means that it has been a challenging market for Virgin Mobile South Africa. In September 2020, Virgin Mobile South Africa voluntarily entered Business Rescue in a bid to recapitalize the business and rehabilitate it after the devastating impact of the global pandemic.  Since then, the business’ management and business rescue teams have been collaboratively working closely with all its stakeholders and although the business will be completely rehabilitated, the business’ strategy going forward will change significantly.  As part of the business’ new strategy, the business will be completely rebranded as its new go-to-market strategy is implemented.  As such, the business will cease trading as Virgin Mobile from the 30th November 2021.

I’m still a Virgin Mobile customer, what happens to my contract?

 

Do not panic, help is on its way! You will be contacted by Virgin Mobile Customer Care who will help you with the cancellation of your contract and assist you with migrating to a new provider.

Will I need a new SIM card?

 

Yes, this will be taken care of during the sign-up process with your new service provider.

Can I leave my Virgin Mobile contract early?

 

If you want to leave Virgin Mobile but your contract hasn't yet expired, you do have options. Simply contact Virgin Mobile Customer Care and they’ll help you with the cancellation process.

Will I get to keep my number?

 

Yes, definitely. Your new service provider will handle the ‘porting’ process for you. During the sign-up process, you will be asked whether you want to 'port' your existing number to the new account. Simply put in your phone number and specify your current provider as Virgin Mobile. Virgin Mobile will process any ‘port out’ requests received until 31st October 2021.

I’ve lost my Virgin Mobile SIM, can I still do a SIM Swap?

 

SIM swaps will no longer be processed but we will gladly help you with Porting your number to the service provider of your choice.

Until when can I use Virgin Mobile SIM?

 

Virgin Mobile SIMs will continue to work until 30th November 2021. Should you have airtime available and/or have purchased a bundle, make sure to use it before the 30th November as this will expire thereafter.

Can I still buy Virgin Mobile airtime?

 

Yes, you will still be able to purchase airtime until 30th November. Visit Recharge to recharge online. Virgin Mobile will begin to phase out airtime availability through Banking Apps and Retail partners starting from September.

When will my airtime become invalid?

 

All Virgin Mobile airtime will expire 30th November 2021

Will Virgin Mobile continue to provide support to its customers?

 

Virgin Mobile Customer Care will continue to support all of its customers until 30th November 2021. Dial 135 or 080 123 1230 between 08:00am to 17:00am daily.

When will my last payment be on my contract?

 

The last payment will be payable 1 month after the cancellation of your contract.

Will I still be able to access the website?

 

Virgin Mobile website will be available (with limited services) until the 30th November 2021.