Member Updates

VIRGIN MOBILE LIVE STORE

Hey Members! Check out the new enhanced Virgin Mobile Live Store. Now it's easier than ever to get the hottest tones, games, wallpapers, BlackBerry® themes and DRM-free full length tracks so you can share your tunes with your computer. DRM-free tracks go for 69¢, 99¢, and ¢1.29 or you can get a tone and a track in a bundle to save some cash!

Good to Know: your content locker won't be available anymore. Be sure to back your content up by saving it to your phone or a microSD card. DRM-locked full track purchases won't be available through the SoundBar App.

WEB BROWSING PRICE CHANGES

Beginning on August 20, 2010, the charges for pay-per-use web browsing are changing from 5¢/page viewed to 10¢/page viewed. If you don’t use your phone’s web browsing features or have already hooked up to one of our Data Plans or Unlimited Mobile Web Browsing Add-ons, then this pricing change won’t affect you.

If you’re going to be surfing the web, then this is a great time to hook up an Unlimited Mobile Web Browsing Add-on on Prepaid so that these pricing changes won’t affect you. You’ve still got time to hook one up before the price changes on August 20.

Rate Change for Directory Assistance Calls

Effective immediately, the fee that myPlan members are charged for calls to directory assistance is changing from $2 per call to $2.50 per call, in addition to your local by-the-minute rate. To use this service, you just need to dial 411 from your mobile to reach directory assistance. Our automated system can fetch just about any listed number in North America and also send you a text message so you can keep a listing handy.

Prepaid Top Up Update

Heads-up, there’s a $1 charge to have one of our Care Specialists top up for you. You can top up for free online or by hitting #111 on your Virgin Mobile phone.

So we can keep creating the awesome stuff that make it better to be a member, we've got some important pricing changes that are happening to your Virgin Mobile account

Important Info About The myVIP Rewards Program

Back in December we advised our post paid members that the myVIP Rewards™ program was ending and that we planned on creating a new reward program to launch in 2010.

We've received feedback from our Members on how they'd like to be rewarded and how we can make it even more awesome to be a Virgin Mobile Member. Based on their ideas and feedback, we've decided to focus on all of our on-going, year-round benefits in the Members Lounge and to not continue with a rewards program for now. The Lounge hooks you up with stuff like free tones, hot discounts to big time events like NXNE, and early access to tickets for the hottest shows like Lady Gaga.

We've taken the remaining VIP Rewards points for all eligible members and switched them into an awesome bonus. We'll be sending an email to all eligible members to advise them of the reward they will be eligible for in exchange for their points, so please make sure to check your inbox for a message from us.

Heads-up! You've got until June 20, 2010, to give us a call to get your bonus hooked up. After that, you won't be able to get your bonus anymore. Give us a shout soon at 1.888.861.1173 so you don't miss out on the action.

Don't forget that we've got tons of exclusive offers, ticket deals, and other hook ups all the time in the Virgin Mobile Members Lounge.

Thanks again and enjoy your gift card!

Lots of Love,

Virgin Mobile

CHANGES TO THE DEFAULT RATE IF YOU FALL OFF YOUR PREPAID MONTHLY PLAN

Starting on June 7, 2010, if you're on the $40, $30, or $20 (Evenings & Weekends) Prepaid Monthly Plan and don't have enough funds in your account on your monthly anniversary date to pay for your plan, we'll put you on the 35¢/minute plan instead of the $1/day Evenings and Weekends plan.

Also, the 30-day switchback is going unlimited. That means that if we move you to the 35¢/minute plan, all you need to do is top up with enough funds to cover your plan charges and we'll switch you back to your chosen plan no matter how long it's been since you fell off it. It's also a great idea to hook up preauthorized payments to make sure that your account is always topped up before your monthly anniversary date.

911 Provincial Recovery Tax in Saskatchewan

As of May 20, 2010, the regulated monthly provincial fee for the funding of the 911 service for Virgin Mobile Members in Saskatchewan will change from 38¢ to 62¢.

Just a heads-up, this change has been made by the Government of Saskatchewan and not by Virgin Mobile. We're required to collect the fee and pass it on to the Government of Saskatchewan.

Long Distance and Local Calling Price Changes

Starting April 15, 2010, long distance charges on out-of-plan calls to Canada or the U.S. are changing from 30¢/minute to 35¢/minute in addition to your local by-the-minute rate. If you're already hooked up to one of our Unlimited Long Distance Add-ons, then this pricing change won't affect you. Also the local by-the-minute rate for out-of-plan calls will be changing from 30¢/minute to 35¢/minute. Please note that these changes will only impact Members who signed up before February 2, 2009. Anyone who joined after this date would already be paying these rates for out-of-plan local and long distance calls.

 

Web Browsing and International Texting Price Changes

Also on April 15, 2010, the charges for pay-per-use web browsing are changing from 5¢/page viewed to 5¢/kb (Kilobyte) of data. If you're already hooked up to one of our Data Plans or Unlimited Mobile Web Browsing Add-ons, then this pricing change won't affect you. Also, the price to send an international text is changing from 20 ¢ to 25¢ for each message sent. As always, receiving a text (from anywhere) is free.

If you're going to be making long distance calls or surfing the web, then this is a great time to hook up an Unlimited Long Distance or Unlimited Mobile Web Browsing Add-on so that these pricing changes won't affect you. Click here to check out all our different Add-ons. You've still got time to hook one up before April 15.

Prepaid Pricing Change

As of March 3, 2010, if you are on a $10 or $20 Prepaid Monthly plan and you fail to top up enough to cover your monthly fee by your monthly anniversary date, then your local calling rate will change from 30¢/minute to 35¢/minute until you get back onto your plan.

As long as you stay on your chosen plan, you won't be affected by this price change. It's also a great idea to hook up preauthorized payments to make sure that your account is always topped up before your monthly anniversary date.

Enhanced 911 Services

Enhanced 911 service will be available in the Virgin Mobile coverage area as of February 2010. In case of an emergency, 911 operators will be able to locate you more accurately with your mobile phone. To get more info, head to virginmobile.ca/e911

911 Provincial Recovery Tax

As of January 29, 2010, Virgin Mobile Canada will start charging members residing in Saskatchewan, Québec, New Brunswick, Nova Scotia, and Prince Edward Island a regulated provincial tax for the funding of the 911 service in these provinces.

The amount of the provincial 911 tax varies depending on which province you reside in, as outlined in the table below.

Just a heads-up, this is a charge that was created by the governments in these provinces and not by Virgin Mobile. We're required to collect the tax and pass it on to these governments just like provincial sales taxes.

Commission for Complaints for Telecommunication Services (CCTS)

Do you have a complaint regarding your telecommunication service that we have not been able to resolve? You've got options if you ever have any outstanding complaints about your service with Virgin Mobile.

 

The Commissioner for Complaints for Telecommunication Services (CCTS) is an independent agency that works to resolve complaints members have about their services.

 

If you have a complaint about your service with Virgin Mobile, your first step is to try and work it out directly with us. If you've already tried and haven't been able to find a solution that you're satisfied with, then the CCTS might be able to help you free of charge. To learn more about CCTS and what they can do for you, check out their website at www.ccts-cprst.ca or call toll-free at 1.888.221.1687.

Ending of myVIP

As all good things come to an end, the myVIP Rewards™ program will be ending soon to make room for an exciting new rewards program coming soon in the new year.

You'll keep earning 10 points for every $1 you spend on your monthly services up to the end of December. You will have until December 31, 2009 to redeem your unused points. You will also have the chance to transfer your unredeemed points to the new rewards program in the new year.

We will be introducing a new rewards program to say thanks for being with us in 2010. Stay tuned for more info coming shortly. We'll be announcing all the juicy details soon.

Thanks for being a part of the program!

Virgin Mobile Canada Announcement

Virgin Mobile Canada will launch iPhone 3G and iPhone 3GS in Virgin Mobile Retail Stores and online in Canada in the coming months. For more information on iPhone, please visit www.apple.com/iphone to learn more

Look Ma! No Hands!

Starting on October 26, 2009, a new Ontario law will mostly ban the use of any sort of hand-held device while you're driving in Ontario. It will be illegal to talk, text, type, dial, or email on any mobile phone (unless there's an emergency and you need to call 911). Drivers can use a mobile phone with an earpiece, headset, Bluetooth® accessory, or voice dial. Learn More…

Service Update – Pricing Changes

Starting on November 3rd, 2009, the Virgin to Virgin text rate will change to 15¢ from 5¢ for each outgoing text. If you're on a text add-on, these texts are free (if you haven't gone over the number of texts included in your add-on). If you're a big time texter, then check out one of our awesome rate plans with text included or one of our text add-ons! And remember that all incoming texts are free.

We are also increasing the price of calls to Directory Assistance from $1.25 to $2.00/call.

Pricing Change To Unlimited Mobile Web Browsing

On October 19, 2009, the price of Unlimited Mobile Web Browsing will change from $7/month to $10/month. If you are already hooked up with Unlimited Mobile Web Browsing then you can keep using it at the current $7 monthly rate. Just a heads-up that if you ever miss a payment or remove the subscription, you can hook it back up for the new $10 monthly rate.

Pricing Change to Virgin Mobile Email and Windows Live Messenger Subscriptions

On September 20, 2009, the price of Virgin Mobile email and Windows Live Messenger subscriptions will change from $3/month to $5/month each. The good news is you will no longer need Unlimited Mobile Web Browsing to be hooked up to either of these services.

If you already have a subscription to Virgin Mobile email or Windows Live Messenger, then you can keep using it at the current $3 monthly rate. Just a heads-up that if you ever miss a payment or remove Virgin Mobile email or Windows Live Messenger, you can hook it back up for the new $5 monthly rate.

So, if you currently have Unlimited Mobile Web Browsing hooked up only so that you can access either of these subscriptions, and you don't really use it, then you can now access either of these subscriptions without Unlimited Mobile Web Browsing for only $5/month.

Service Update for Prepaid Members

Starting on July 31st, 2009, the current $10/month Unlimited Text add-on will be changed from unlimited texts, to 2500 outgoing text messages (all incoming are free). The Unlimited Text add-on will now be available for $15/month. If you're currently on the $10 unlimited text add-on, the price will not change. If you ever remove it or fall off, you'll be able to add Unlimited Texts back to your account at the new $15 monthly rate.