GOT QUESTIONS ABOUT SIM? WE CAN HELP.

SIM for your phone

Q: How do I insert my new SIM/microSIM card into my phone?

1. Make sure your phone is turned off.
2. Lift the battery casing at the back of your phone to find he SIM card slot. Insert your SIM card into this slot.

Heads-up! In most cases the SIM card slot is located under the battery cover. If you can’t find the slot please check your phone’s manual to find out where it is.

If you have an iPhone, here's what to do:

1. Turn off your iPhone by holding down the "Sleep" button on top until the "Slide To Power Off" slider appears. Slide the slider to the right to power down your iPhone.
2. Press the small end of the SIM eject tool into the small hole on the bottom of the SIM card tray to eject the tray. When on portrait mode (with "Home" button on bottom), the SIM card tray is located on the right side of the iPhone.
3. Remove the iPhone's SIM card tray by carefully pulling it away from the device.
4. Put the microSIM card inside the tray and push it back inside so that you hear a slight click sound.
5. Once you’re done, the SIM tray shouldn’t slide out.

Q: How do I remove my SIM card from my phone?

A: Be sure your phone is off before removing your SIM card or it could cause some damage. Follow the same instructions you used to insert it.

Q: Where can I activate my new SIM card?

A: We've got two ways to activate:

1. Visit a Virgin Mobile location
2. Call 1.888.999.2321

If you're on a Prepaid plan, get hooked up online. If you're having trouble then give us a shout at 1.888.999.2321 (but it's better to do it yourself . You can earn a $30 credit for activating your monthly prepaid plan online!)

Q: Will my voicemail password change once I insert my new SIM card?

A: Yes! A temp voicemail password will be given to you at the time of of activation of your SIM card.

Q: Can I travel with my SIM card and how much will it cost me?

A: With a Virgin Mobile SIM card you can talk and text in over 200 countries and save coin at the same time. If you need to jet away somewhere, we'll help make sure you're covered. We have traveler's packages and great roaming rates, so you don't get bill shock when you open your mobile bill.

Check out our awesome international rates

Q: My SIM is activated, how do I manage my account?

A: Managing your profile, seeing your bill and balances or making changes to your account can all be done at Members Lounge. To register for My Account you'll need your account or mobile number. It's super easy.

Get started

Q: What kind of Virgin Mobile SIM card do I need?

A: SIM compatibilities:

You'll need to check your phone's user guide to find out what type of SIM card you'll need.

If you're unsure take your phone to a Virgin Mobile Store and we'll help you out.

Q: Where do I buy and activate a Virgin Mobile SIM card?

A: Head to a Virgin Mobile store and get hooked up with us. Don’t deactivate your existing account or phone number, we’ll take care of everything in the store.

Q: What does unlocking a phone mean?

A: Good question. Mobile companies “lock” their phones so that they'll only work with SIM cards hooked up to that company's network. Switching this up so that a phone can work with any SIM card is called “unlocking.”

Q: I want to unlock my phone. What do I do?

A: Right now, we can't unlock the phone for you. You could ask to get it unlocked from the original company you bought it from or from a third-party store that offers unlocking. Don't forget that unlocking a phone could void its manufacturer's warranty. Learn more.

Heads-up! Don't forget that unlocking a phone could void its manufacturer's warranty.

Q: Does my non-Virgin Mobile HSPA phone need to be unlocked to work on the Virgin Mobile network?

A: Yes. A non-Virgin Mobile phone needs to be unlocked and compatible with the Virgin Mobile network before we can hook it up.

Q: How do I know if my non-Virgin Mobile HSPA phone is unlocked?

A: If you bought your phone from another company, there's a good chance that it's locked. It's pretty normal. If you're not sure, stop by one of our stores and put an activated SIM in your phone to see if it works

Q: How do I check if my non-Virgin Mobile phone or tablet will work on Virgin Mobile's network?

1. If you've got a non-Virgin Mobile phone that uses HSPA technology, it might be compatible with our network. Because of all the different phones and smartphones out there, the way you'll set up data depends on your phone. Some services might be different or might not be available if you're using a phone from a different company.
2. Use the Phone Lookup tool to see if your phone is compatible.
3. Your non-Virgin Mobile phone needs to be unlocked to work on the Virgin Mobile network.
4. If your phone is compatible with the Virgin Mobile network, you'll need to buy a Virgin Mobile SIM card and pick a Monthly Plan to activate it. You can pick up a Virgin Mobile SIM card at any Virgin Mobile store or order it online.

Buy a SIM card

Q: How do I activate my SIM card on the Virgin Mobile network?

You'll need to visit a Virgin Mobile store or call us at 1.888.999.2321

Q: Will my non-Virgin Mobile HSPA phone work the same way as a Virgin Mobile phone?

1. Some services might be different or unavailable on your non-Virgin Mobile HSPA phone.
2. If your phone is compatible with our network and we can activate it, you should be able to make calls and send & receive text messages. You might not be able to set up your internet services on a non-Virgin Mobile phone. Sorry, but we can't set data services on a non-Virgin Mobile phone for you.

Q: How do I know if my phone is certified by Virgin Mobile?

A: If you bought your phone at a Virgin Mobile store, on virginmobile.ca, or from one of our retail partners, then it's certified by us. If you bought it somewhere else, then you can find out if it's compatible with our network by using the Phone Lookup tool.

Q: What do I do if calls, texts, or data aren't working on my non-Virgin Mobile HSPA phone?

A: We can help you out with support for all voice calls and text messages. If you need help with that stuff, just give our Care Specialists a shout at 1.888.999.2321. Sorry, but we can't help you out with any troubleshooting for setting up data or data issues with a non-Virgin Mobile phone. If you've got questions about that, give your phone's manufacturer a call.

SIM for your tablet

Q. How do I put a microSIM into my iPad?

1. Turn off your iPad by holding down the "Sleep" button on top until the "Slide To Power Off" slider appears. Slide the slider to the right to power down your iPad.
2. Press the small end of the SIM eject tool into the small hole on the bottom of the SIM card tray to eject the tray. When viewed on portrait mode (with "Home" button on bottom), the SIM card tray is located on the left side of the iPad towards the bottom.
3. Remove the iPad's SIM card tray by carefully pulling it away from the device.
4. Put the microSIM card inside the tray and push it back inside so that you hear a slight click sound.
5. Once you’re done, the SIM tray should not slide out.

Head’s up! You’ll need a SIM eject tool to install your microSIM

Q: How do put a SIM into my Galaxy Tab?

1. Open the cover of the SIM card slot on the right side of the device.
2. Then insert your Virgin Mobile SIM card.
3. Place the SIM card into your Tab with the gold-coloured contacts facing down.

4. Close the cover of the SIM card slot.

Q: How much data usage do I get with the Tablet Flexi-Data Plans?

A: You can activate a Virgin Mobile SIM or microSIM card for your tablet with the Canada Only Flexi-Data Plan or the Canada & U.S. Flexi-Data Plan.

With the Canada Only Flexi-Data Plan you get 10 MB for $5/month and the plan automatically adjusts upwards based on your data usage. You get 250 MB for $15/month or 5GB for $35/month. Any extra data over 5 GB is charged at 1.5 cents/MB. Heads-up! This plan is only available in Canada.

With the Canada & U.S. Flexi-Data Plan you get 500 MB for $45/month and the plan automatically adjusts upwards based on your data usage. You get 1 GB for $60/month, 2 GB for $95/month, 3 GB for $130/month or 5GB for $190/month. Any extra data over 5 GB is charged at 25¢/MB. Heads-up! This plan is only available in Canada & the U.S.

Q: How do I cancel my Tablet Flexi-Data Plan?

A: We’re sad to see you go, but if you want to cancel just call Care at 1.888.999.2321. We’ll need 30 days notice to cancel your plan.

Q: Can I use my tablet or iPad without a data plan?

A: Yes, you can still use your tablet in any Wi-Fi hotspot.

Q: Does Virgin Mobile offer Wi-Fi hotspots in my city?

A: Yes, Virgin Mobile Members get free Wi-Fi access at Starbucks across Canada.

Q: Can I share data between my tablet or iPad and my Smartphone Combo plan?

A: Data can’t be shared between a smartphone and a tablet. The Tablet Flexi-Data Plan is only available with a tablet or iPad. It starts at only $5/month and the charges flex upwards based on your usage.

Q: How can I check how much data I’ve used each month?

A: Log in to My Account and check out your unbilled usage if you’re on a My Plan. If you’re on a Prepaid Plan you’ll see how much data you have left in your plan or additional features. Heads up! There might be a 36-hour difference between your usage and the update to your account.

Q: Can I set up a Wi-Fi hotspot using my smartphone

A: Yes! You can use your smartphone to create a mobile hotspot to power your tablet via Wi-Fi through and enjoy the using data and surfing the net. To learn more about setting up a Wi-Fi hotspot please check your smartphone user manual.

Heads-up! Mobile AP consumes more battery power than normal and increases data usage when additional devices are connected. Wi-Fi network name and password will be listed under your smartphone hotspot settings.

Q: Got an iPad?

A: You’ll need to update the carrier settings before you can use your Tablet Flexi-Data Plan. After you’ve inserted the microSIM, plug your iPad into your computer and launch iTunes. You should receive a pop -up inviting you to update your carrier settings. Once completed you should be good to go.

Q: What is 4G LTE?

A: 4G LTE is the next evolution in wireless technology. Everything you do using a Virgin Mobile LTE-ready tablet on the 4G LTE network – like running apps, watching videos, and downloading large files - will be faster, better and more awesome.

The 4G LTE network will provide access to peak speeds up to 75 Mbps (expected average speeds of 12-25 Mbps). As the 4G LTE network and devices evolve we’ll reach even greater speeds, approaching up to 150 Mbps. That’s really super fast.

Q: Does Virgin Mobile support LTE-enabled tablets?

A: With a Virgin Mobile 4G LTE microSIM you can access the 4G LTE network on any LTE compatible tablet as long as you are in an area with LTE coverage.

Q: Is LTE coming to my area soon?

A : LTE will be rolling out to more and more places in 2012. Outside of LTE coverage, we’ve also got super-fast 4G speeds of up to 42 Mbps.

Check 4G (HSPA+) coverage using our our interactive coverage map.

Head’s up! Mobile AP consumes more battery power than normal and increases data usage when additional devices are connected. Wi-Fi network name & password will be listed on the Galaxy S Mobile AP screen when the functionality is enabled.