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APPENDIX A

VIRGIN MOBILE

VALUE ADDED SERVICE FEATURES

Click on the section that you are interested in




1ABOUT THIS appendix 2

2BASIC SERVICES 3

2.1Caller ID 3

2.2Call Waiting 4

3MESSAGING SERVICES 4

3.1Virgin Mobile SMS 4

3.2Premium SMS 7

3.3Virgin Mobile MMS 9



4VOICEMAIL SERVICES 11

3.4Virgin Mobile VoiceMail 11

3.5Virgin Mobile Pagemail 13

4Virgin Vibe 15

4.1Virgin Vibe 15

4.2What features are available with value added service feature? 18

4.3Descriptions and special terms relating to some of our Virgin Vibe services and features 18

4.4Virgin Vibe - Fees and charges 20

5video services 20

5.1Video Calling 20



6MOBILE INTERNET AND DATA SERVICES 23

6.1Mobile Browsing 23

6.2Global Roaming 24

7Virgin Mobile Risk insure Insurance 26

8Directory assistance 27

8.1Red Pages 27



91800 Reverse Call Services 28

1024 month handset Warranty 29




  1. ABOUT THIS appendix

      1. This appendix sets out the value added service features available with the:

        1. Virgin Mobile Postpaid Mobile Service;

        2. Virgin Mobile Prepaid Mobile Service; and

        3. Broadband at Home Service (Home Phone) (where specified).

      2. The fees and charges for each value added service feature are set out in the table associated with that value added service feature. Please check this information carefully to see what fees and charges apply to your use of a value added service feature.

      3. The meaning of the words printed in italics like this is set out in the dictionary.

  2. BASIC SERVICES

    1. Caller ID

What is the name of the value added service feature?

Caller ID



Which services can you use the value added service feature with?

Postpaid √

Prepaid √

Home Phone √



What is the value added service feature and what is it used for?

Caller ID allows your phone number to be sent when you make phone calls and receive a phone number when called from a service which has the facility to send CLI. Your phone number will be sent with each call you make using the Virgin Mobile service unless you block the facility.



How do you activate the value added service feature?

Caller ID is defaulted to ‘on’ for all users.

If you have elected to switch Caller ID off, then you can activate Caller ID on a call-by-call basis by dialling the prefix 1832 before the phone number you are calling. You can also contact Customer Service to have Caller ID reactivated for all outgoing calls.

How do you de-activate the value added service feature?

You can de-activate Caller ID on a call-by-call basis by dialling the prefix 1831 before the phone number you are calling. Some handsets also feature an option to show/hide your number. You can also contact Customer Service to have Caller ID de-activated for all outgoing calls.

Are there any limitations or restrictions on using the value added service feature?

Your phone number may not be displayed on the mobile phone of the person you are calling, even if you have Caller ID activated, if the mobile phone or other phone handset of the person you are calling does not have the ability to display your phone number.


        Fees and charges

We will not charge you for Caller ID.

    1. Call Waiting

What is the name of the value added service feature?

Call Waiting



Which services can you use the value added service feature with?

Postpaid √

Prepaid 

Home Phone √



What is the value added service feature and what is it used for?

Call Waiting enables you to receive two calls to the same mobile phone or home phone simultaneously.



How does the value added service feature work?

While on a call you will hear a series of tones indicating a second call is waiting. You may then put the first call on hold and receive the second call.



How do you activate the value added service feature?

Many mobile phones allow you to activate Call Waiting directly from the mobile phone. You can also activate this feature on your home phone. You can contact Customer Service to have Call Waiting activated. For Broadband at Home, the user guide for the Broadband at Home service explains how to activate Call Waiting for your home phone.



How do you de-activate the value added service feature?

Call Waiting can be de-activated from the mobile phone or home phone. Alternatively, you can contact Customer Service to deactivate this feature from your mobile phone or your home phone, or refer to the Broadband at Home user guide.



Are there any limitations or restrictions on using the value added service feature?

Not all mobile phones support Call Waiting. The Broadband at Home phone supports Call Waiting.



        Fees and charges

          We will not charge you for the use of Call Waiting.



  1. MESSAGING SERVICES

    1. Virgin Mobile SMS

What is the name of the value added service feature?

Virgin Mobile SMS

(Also known as SMS or text)

Which services can you use the value added service feature with?

Postpaid √

Prepaid √

Home Phone X



What is the value added service feature and what is it used for?

Virgin Mobile SMS enables you to send a SMS text message (of up to 160 characters per message) to other mobile phones either directly from your mobile phone or when your mobile phone is connected to a personal computer.



How does the value added service feature work?

SMS messages can be sent and received by customers within Australia on other participating networks and, in some circumstances, by mobile phones roaming overseas.

SMS messages can also be sent and received by customers connected to the GSM network of an overseas mobile carrier, provided that the overseas network has an international SMS agreement with us.

How do you activate the value added service feature?

All new mobile phones are automatically activated to access Virgin Mobile SMS.



How do you de-activate the value added service feature?

If you wish to de-activate Virgin Mobile SMS, you will need to contact Customer Service.



Do you need specific equipment to use the value added service feature?

To be able to use Virgin Mobile SMS, your mobile phone must be able to send and receive SMS messages.



Are there any limitations or restrictions on using the value added service feature?

To be able to use Virgin Mobile SMS, your phone must be within coverage of our network.

For a SMS recipient to receive a SMS message their mobile phone must be SMS compatible and they must be within the coverage of the network of their service provider. If the message of is not able to be sent initially, for example, if the mobile phone of the person to whom the SMS message is being sent is turned off, or out of coverage, the SMS message will be resent for up to seven (7) days (after which it will be deleted) until the message is received. The message is stored for seven (7) days before it is deleted.

There may be a delay between when a SMS message is sent and when it is received.

If you have not purchased your mobile phone from us, you may have to update your message centre number in your handset before you can successfully send a SMS.

Any special liability issues?

We accept no liability for any loss or damage as a result of a message not being secure or not received.

We cannot guarantee delivery to any overseas network.

Do any policies apply to the use of this value added service feature?

Virgin Mobile Fair Use Policy - Appendix B



Fees and charges

  • We will charge you the amounts set out in the following table for SMS messages sent and received on your mobile phone

  • We will charge you these charges regardless of whether the SMS message is successfully delivered or not.

  • It may take up to eight (8) days from the date on which you send the SMS for the message charges to be applied to your account.

  • Special rates may apply to some SMS types. See your pricing plan to check if you are eligible to receive special rates.



SMS Type

Standard Charge per Message

(We charge per message per intended recipient. If you send the SMS message to more than one mobile phone you will be charged for the number of mobile phones to which that SMS message is sent.)



SMS sent to mobile phones within Australia – up to 160 characters

please refer to your pricing plan for SMS pricing

SMS sent to mobile phones in international locations #– up to 160 characters

please refer to your pricing plan for international SMS pricing

# only available where the overseas mobile carrier has an international SMS agreement with us.



SMS sent to a 13 or 18 number

$0.35

Receiving a SMS on your mobile phone*

*This may not apply to Premium SMS

No Charge*



    1. Premium SMS

What is the name of the value added service feature?

Premium SMS (PSMS) or Premium Rate SMS.



Which services can you use the value added service feature with?

Postpaid √

Prepaid √

Home Phone X



What is the value added service feature and what is it used for?

Premium SMS allows you to be billed for services provided by a third party. This includes voting on interactive TV shows, participating in SMS chat rooms, entering competitions, subscribing to trivia or astrology and downloading ring tones and games.



How does the value added service feature work?

Premium SMS services are run by third parties. You can use or subscribe to a Premium SMS service by sending a SMS message, typically to a ‘19’ number. You can sometimes subscribe to a service via a standard mobile number or by entering your mobile phone number into a form on a website or WAP site.



How do you activate the value added service feature?

All mobile phones provisioned to send and receive SMS messages can access Premium SMS. To access some premium SMS services you will first need to download WAP settings to your mobile phone handset to enable WAP browsing & downloads on your phone.



How do you de-activate the value added service feature?

Premium SMS is available on an opt-in basis. You can simply stop sending SMS to the service, or for subscription/club services, you need to send an SMS with the word ‘STOP’ (or other “opt out” wording advised by the third party) back to the corresponding 19 number. For further information on the third party that runs the service please call Virgin Mobile Customer Service.



Do you need specific equipment to use the value added service feature?

To be able to use Premium SMS, your mobile phone must be able to send and receive SMS messages. For some services such as ringtone downloads you may require a WAP capable handset.



Are there any limitations or restrictions on using the value added service feature?

To be able to use Premium SMS, your phone must be within coverage of our network.

To send and receive billed premium SMS messages your mobile phone service must be active and if you have chosen the pre-paid option, you must have sufficient pre-paid balance available.

You may bar access to premium SMS by dialling 275 from the handset you wish to bar or by contacting Customer Service. Barring will occur by 6pm the next business day at which time you will no longer be charged for these services.

Any special liability issues?

We accept no liability for any loss or damage as a result of a Premium SMS message not being secure or not received.

We bear no responsibility for the content of Premium SMS messages. You must make yourself aware of all costs and commitments associated with a premium SMS service before participating or subscribing.

Do any policies apply to the use of this value added service feature?

Virgin Mobile Fair Use Policy - Appendix B.



        Fees and charges

The cost of Premium SMS is set by the third party. This may include:

      1. cost to send a SMS,

      2. cost to receive a SMS,

      3. initial and ongoing costs,

        This cost may also depend on:



      1. whether the service is a once off transaction;

      2. whether it is a subscription/club; and

      3. the frequency of subscription.

        Additional WAP charges may also apply to some services. You should check the fees that are charged before using the service. We will bill you for the cost of your use of the service.



    1. Virgin Mobile MMS

What is the name of the value added service feature?

Virgin Mobile MMS

(also known as MMS or photo messaging)

Which services can you use the value added service feature with?

Postpaid √

Prepaid √

Home Phone X



What is the value added service feature and what is it used for?

MMS provides you with the ability to send messages which are a combination of text, photos, animations, video or sound.



How do you activate the value added service feature?

If you connected to Virgin Mobile prior to December 2005, to activate Virgin Mobile MMS, you must contact Customer Service to request that GPRS be activated on your mobile phone otherwise this will automatically be made available to you. You must also ensure that your handset has the correct settings to send and receive MMS. These settings are available from www.virginmobile.com.au.

If you attempt to use Virgin Mobile MMS without following the above activation process, you may be charged for MMS messages whether the message is successfully delivered or not.

Do you need specific equipment to use the value added service feature?

To be able to use Virgin Mobile MMS, your mobile phone must be MMS compatible with Virgin Mobile MMS settings. Not all MMS compatible mobile phones support all features of Virgin Mobile MMS.

If your mobile phone and service is provisioned for GPRS, you can:


  • send Virgin Mobile MMS messages from your mobile phone using GPRS. The form of content that you can send is limited to text and photos. The ability to preview photos depends on mobile phone functionality; and

  • view MMS messages on your mobile phone using GPRS.

Are there any limitations or restrictions on using the value added service feature?

Virgin Mobile MMS messages can be sent to MMS compatible mobile phones:



  • which have activated MMS settings, and

  • which are connected to other mobile networks in Australia, where there is an interconnection arrangement in place that allows communication in MMS format.

If a MMS message is sent to a mobile phone that cannot receive the message in MMS format the recipient of the message will be sent a SMS message telling the recipient where their message can be viewed. The recipient will need to have a SMS compatible mobile phone and service to receive this message. If the recipient is connected to an overseas network there will need to be an international SMS agreement with us that enables receipt of the message. The recipient can access the message via the website for up to 30 days before deletion by us.

For a MMS recipient to receive a MMS message they must be within the coverage of the network of their service provider. If the message is not able to be sent initially, for example, if the mobile phone of the person to whom the MMS message is being sent is turned off, or out of coverage, the MMS message will be resent for up to seven (7) days (after which it will be deleted) until the message is received. The message is stored for seven (7) days before it is deleted.

There may be a delay between when a MMS message is sent and when it is received.

Any special liability issues?

We accept no liability for any loss or damage as a result of a delay in receiving a message, a message not being secure or not received.

We cannot guarantee delivery to any overseas network.

Do any policies apply to the use of this value added service feature?

Virgin Mobile Fair Use Policy - Appendix B



Fees and charges

  • We will charge you the amounts set out in your pricing plan for Virgin Mobile MMS messages sent and received using your mobile phone.

  • We will charge you for sending a Virgin Mobile MMS message whether or not the message is successfully delivered to the intended recipient/s and regardless of whether delivered as a MMS or as a SMS or other message.

  • The usage charges for Virgin Mobile MMS are not included in the included calls component of your pricing plan, or any discounted call offers, unless usage charges for SMS or MMS are stated to be included in these components.

  1. VOICEMAIL SERVICES

    1. Virgin Mobile VoiceMail

What is the name of the value added service feature?

Virgin Mobile VoiceMail

(also known as VoiceMail)

Which services can you use the value added service feature with?

Postpaid √

Prepaid √

Home Phone √



What is the value added service feature and what is it used for?

VoiceMail is available for you to set up when you activate your Virgin Mobile service and provides functionality similar to an answering machine on our network. It allows people who call you to leave a voice message for you if you do not answer your mobile phone.



How does the value added service feature work?

For Virgin Mobile VoiceMail to work, you must set up and maintain diversions to your VoiceMail box.

The following options exist when diverting a service to VoiceMail:


  • conditional diversions based on: call not answered, number busy, number not contactable (e.g. out of range or turned off), or

  • unconditional diversion of all calls.

When a person calls and their call is diverted to your VoiceMail box they can leave a message. You can then call in to listen to that message at a convenient time.

You can also record a personalised greeting up to three (3) minutes long.

How do you activate/reactivate the value added service feature?

A VoiceMail box will be reserved on our network. You will need to call 212 from your Virgin Mobile handset to setup your voicemail service.



How do you de-activate the value added service feature?

You can de-activate VoiceMail by removing the diversions to VoiceMail. The box will still be reserved on the Virgin Mobile VoiceMail system but no calls will be diverted to it. This gives you the option to opt back into the service simply by resetting the diversions to your VoiceMail box.

For removal of Virgin Mobile VoiceMail completely, please contact Customer Service.



What features are available with value added service feature?

VoiceMail Call Return – allows you to return a call without exiting the VoiceMail box. VoiceMail Call Return is only available when you access your VoiceMail box from your mobile phone. This feature is based on the ability of the VoiceMail box to capture the caller’s telephone number, to record a number entered by the caller and to allow you to enter a telephone number to return the call. The caller’s telephone number will not always be captured by the VoiceMail box including when:

  • the caller’s line has a temporary (call by call basis) or permanent (including a silent line or when the third party providing the caller’s service does not provide the CLI facility) block on sending CLI,

  • the call was an international call,

  • the call was from a payphone, or

  • the number was overridden by a number entered by the caller.

Some numbers, including international numbers, phone numbers with the prefixes 13 and 19 and emergency services numbers, when entered by the caller or you, will not be accepted as call return numbers.
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