Virgin Mobile Customer Care: Complete, Up‑to‑date Guidance for 2025

Before you contact customer care: what to prepare

Having the right details in front of you will speed up identity verification and resolution time. Most customer care teams will ask for your account/membership number, the phone number on the line, and a security PIN/password. If you’ve forgotten your PIN, be ready to receive a one‑time code by SMS or email to reset it. For device or SIM issues, your phone’s IMEI (dial *#06#) and the SIM ICCID (printed on the SIM card) are especially helpful.

For billing problems, gather exact dates, invoice numbers, charged amounts, and any reference IDs from previous chats or calls. For number transfers (porting) or SIM swaps, note your current provider’s account number and the authorized name on that account. If you’re reporting loss, theft, or suspected SIM‑swap fraud, call immediately from another phone—support teams can freeze service and add fraud notes right away.

• Identity and account: full name, billing address on file, account/membership number, security PIN/password, last 4 digits of ID (if applicable).
• Line/device specifics: mobile number, IMEI (*#06#), SIM ICCID, device make/model, OS version, last known working time/location.
• Billing/disputes: invoice numbers, timestamps, exact charges, payment method (last 4 digits), screenshots/emails, prior case/reference IDs.
• Transfers/ports: current provider name, account number, account PIN/passcode, authorized name exactly as on the old account.

Official customer care contacts (by country/region)

Virgin Mobile branding has changed in several countries, and support routes now depend on where your service is based. In some markets the original Virgin Mobile service has been retired and customer care is handled by a successor network; in others, Virgin Mobile remains active with app‑first support.

Use the contacts below that match your country. If your SIM no longer registers on the old network, try the successor carrier listed; they hold your account history and can resolve billing, porting, and unlock requests.

• United States (former Virgin Mobile USA → Boost Mobile): 611 from Boost; 1‑833‑50‑BOOST (1‑833‑502‑6678); https://www.boostmobile.com/support
• United Kingdom (former Virgin Mobile UK → O2): from O2 mobile 202 (Pay Monthly) or 4445 (Pay As You Go); from any phone 0344 809 0202 (PM) or 0344 809 0222 (PAYG); https://www.o2.co.uk/help
• Canada (Virgin Plus, formerly Virgin Mobile Canada): 611 from Virgin Plus; 1‑888‑999‑2321; https://www.virginplus.ca/support and https://www.virginplus.ca/myaccount
• Australia (former Virgin Mobile Australia → Optus): 133 937 within Australia; from overseas +61 2 8082 5678; https://www.optus.com.au/support
• United Arab Emirates (Virgin Mobile UAE): in‑app support via the Virgin Mobile UAE app; https://www.virginmobile.ae
• Saudi Arabia (Virgin Mobile KSA): app and online support; https://www.virginmobile.sa

United States (former Virgin Mobile USA → Boost Mobile)

Virgin Mobile USA shut down in 2020, and customer accounts were migrated to Boost Mobile. If you were a Virgin Mobile USA customer and need records, porting help, or device/SIM support, Boost Mobile Customer Care is your point of contact at 1‑833‑50‑BOOST (1‑833‑502‑6678) or by dialing 611 from a Boost line. The Boost support portal (https://www.boostmobile.com/support) provides plan changes, payments, PUK retrieval, and eSIM/SIM swap guidance.

For number transfers, ensure you have your Boost account number and 6‑ to 8‑digit account PIN. If you’re disputing a Virgin Mobile legacy charge, Boost can access historical billing after verifying your identity. If a line was suspended for fraud or non‑payment during the migration, Boost can review the record and reinstate or release the number if eligible.

Escalations for unresolved U.S. issues can be filed with the FCC at https://consumercomplaints.fcc.gov. Provide dates, amounts, and all Boost/Virgin reference numbers to shorten the investigation timeline.

United Kingdom (former Virgin Mobile UK → O2)

Virgin Mobile UK services were migrated to O2 by 2023 as part of the Virgin Media O2 integration. For all mobile care needs (billing, SIMs, unlocking, porting), contact O2: from an O2 mobile dial 202 (Pay Monthly) or 4445 (Pay As You Go); from any phone call 0344 809 0202 (PM) or 0344 809 0222 (PAYG). Help articles and community support are at https://www.o2.co.uk/help.

To leave O2 or move your number, UK regulations let you request a PAC by texting PAC to 65075 (free). To cancel without keeping your number, text STAC to 75075. You’ll receive a code and instructions by SMS. Bring any remaining Virgin Mobile UK billing queries to O2; they can reference legacy records and credits from the migration that affected roughly 3 million customers.

If a complaint remains unresolved after 8 weeks or you receive a deadlock letter, you can escalate to Ombudsman Services: Communications (https://www.ombudsman-services.org, 0330 440 1614). Keep your O2 case ID and a timeline of contacts.

Canada (Virgin Plus, formerly Virgin Mobile Canada)

Virgin Mobile Canada rebranded to Virgin Plus in 2021. Member Care is reachable at 611 from a Virgin Plus device or 1‑888‑999‑2321 from any phone. Self‑serve is available via My Account (https://www.virginplus.ca/myaccount) for payments, plan changes, PUK codes, and device financing details. The main support hub is https://www.virginplus.ca/support, with live chat and community resources.

For ports, you’ll need the Virgin Plus account number and may be asked to confirm an SMS authorization to the number being transferred. If your phone is lost/stolen, use My Account to suspend immediately and then call Member Care to add fraud notes and discuss replacement options or eSIM setup where available.

Unresolved billing or service complaints can be filed with the Commission for Complaints for Telecom‑television Services (CCTS) at https://www.ccts-cprst.ca or 1‑888‑221‑1687. Include invoice numbers, amounts, contact dates, and any prior case IDs to speed up resolution.

United Arab Emirates and Saudi Arabia (active Virgin Mobile operations)

Virgin Mobile UAE operates an app‑first model. New lines, eSIM activation, plan switches, support chat, and cancellations are handled in the Virgin Mobile UAE app and at https://www.virginmobile.ae. If you cannot access the app (e.g., phone lost), sign in on another device using your account email or Apple/Google login, or contact support via the website portal to regain access and suspend service quickly.

In Saudi Arabia, Virgin Mobile KSA provides account management and customer care through its website and mobile app at https://www.virginmobile.sa. For porting, have your national ID/Iqama details and current provider account information ready; regulatory SMS confirmations are commonly required during number transfers to prevent unauthorized ports.

In both markets, eSIM is widely supported on modern iOS and Android devices. Keep your eSIM activation QR and transfer keys private; if you change phones, use the in‑app eSIM transfer tools or request a new QR through verified support channels.

Australia (former Virgin Mobile Australia → Optus)

Virgin Mobile Australia closed in 2018, with services transitioned to Optus. For former Virgin Mobile AU account or billing questions and all active mobile support, contact Optus at 133 937 within Australia or +61 2 8082 5678 from overseas. The Optus support center is https://www.optus.com.au/support.

If you’re attempting to recover historical invoices or verify final credits from the 2018 closure period, Optus can look up legacy records after verifying your identity. For number ports in/out, you’ll need the Optus account number and may need to approve an SMS validation code as an anti‑fraud step.

If a dispute persists, the Telecommunications Industry Ombudsman (TIO) provides escalation in Australia; instructions are available through the Optus complaints process and the TIO website. Always keep your case numbers and a succinct timeline.

Billing disputes, refunds, and chargebacks

Start disputes with the carrier’s billing team first. Provide the invoice number, date posted, amount, and why the charge is incorrect (e.g., duplicate add‑on, premature early termination fee after migration, or misapplied device financing). Request a written case ID and ask for the credit to be documented with a reference number. Save emails or SMS confirmations.

If you paid by card and are considering a chargeback, be aware that carriers may suspend service during the investigation. A written adjustment from customer care is usually faster and avoids service disruption. For third‑party content charges, ask for “purchase block” features to be placed on the line to prevent recurrence.

Refund timelines vary by region and payment method. Card refunds often post within 3–10 business days after approval; bill credits usually apply on the next cycle. If you haven’t seen a refund within the promised window, follow up with the original case ID for status.

Escalations and regulatory help

When an issue isn’t resolved after reasonable attempts, escalate formally. In the UK, use the O2 complaints process first; after 8 weeks or a deadlock letter, contact Ombudsman Services: Communications (https://www.ombudsman-services.org, 0330 440 1614). In Canada, contact the CCTS (https://www.ccts-cprst.ca, 1‑888‑221‑1687) after you’ve tried Virgin Plus Member Care. In the U.S., file an FCC complaint at https://consumercomplaints.fcc.gov if Boost Mobile cannot resolve a former Virgin Mobile USA matter.

Effective escalations are concise: include dates, times, all contact channels used, promised actions, and supporting documents. Keep copies of contracts, migration notices (e.g., 2018 AU closure, 2020 US migration, 2021 CA rebrand, 2023 UK migration), and screenshots of charges or plan details.

For fraud and SIM‑swap incidents, ask the carrier to add high‑risk flags, require in‑person ID or enhanced verification for future changes, and issue new SIM/eSIM credentials. Update passwords and enable multi‑factor authentication on all linked email and banking apps to prevent follow‑on compromise.