Virgin Mobile Acceptable Use Policy (AUP)


Applicable from July 2019


1. Introduction

1.1. This acceptable use policy (“AUP”) outlines the principles that govern use of the services “Airtime” provided by Virgin Media Limited in connection with your Virgin Media (Mobile) services . This acceptable use policy covers your usage obligations for your Virgin Mobile Pay Monthly services. It forms part of your contract with us, along with your Pay Monthly terms. This policy sets out your usage obligations giving you information required to ensure your usage is compliant.

1.2. You must read this AUP very carefully. It is important. It forms part of your agreement with us.

1.3. “User(s)” or “you” means customers or anyone else who uses or accesses Virgin Mobile services. You are liable for all use of all accounts in your name, irrespective of use without your knowledge and/or consent.

1.4. We may amend, modify or substitute this AUP at any time. Your continued use of any Virgin Mobile services after any such amendment, modification or substitution constitutes your acceptance of any new AUP. We recommend that you visit our website regularly to check for any updates or amendments to this AUP.

2. Virgin Media (Mobile) enforcement actions – our rights to investigate, suspend, restrict or terminate your services

2.1. We reserve the right to investigate any suspected violation(s) of this AUP. When we become aware of possible violations, we may initiate an investigation, which may include gathering information from the User involved and the complaining party, if any, and examination of material on our servers, networks or any other equipment associated with the services.

2.2. We will take action if you abuse our services. The actions we may take, in our sole discretion, at any time include but are not restricted to:

  1. a quick chat on the phone or an informal email asking for your cooperation;
  2. suspension of your account or service (with or without notice);
  3. restriction of your access to all or any part of our services (with or without notice); or
  4. termination of your account (with or without notice).

2.4. If a suspension is imposed, then this may be lifted at our discretion upon resolution of the AUP breach and confirmation from you that this usage behaviour will not continue, If further breaches take place we will progress termination of services.

2.5. Prior to termination of services as a general rule, we will attempt to work with Users (but are not obliged to do so) to avoid future violations of the AUP and to ensure that there is no reoccurrence of the incident(s) in question.

3. Use of Service

You have an obligation to use our services for private, personal, and legitimate consumer purposes only within a mobile device. Failure to adhere to the policy may result in a loss of or restriction to your service. Below is a non-exhaustive list of your obligations and the types of activity which you should avoid.

3.1    Make sure you use our services and SIM cards for private, personal and legitimate consumer purposes only. As such, you must not use our services in any way that is not in keeping with that reasonably expected of a private individual. You must not use our services or SIM cards for business purposes

3.2    Do not make calls or send texts in relation to the marketing, promotion or administration of a business, group or organisation, or for any non-private/non-personal purpose. For example, sending bulk texts to a customer base, or a non-private/non-personal group distribution list. Making an excessive number of calls to an unusually large number of recipients, with the intention of promoting a business or service, or non-personal purpose would constitute use of our service for non-personal consumer use and would also be in breach of this policy.

3.3    Any usage intended to manipulate the standard call and data routing process is forbidden

3.4    Do not send abnormally high volumes of texts, send texts to an unusually large number of recipients, send large volumes of texts in a short space of time or send SPAM texts including automated or unsolicited text messages.

3.5    You must not resell our services for the purpose of earning financial revenue or other reward. Including the use for calling “cash back” or “cash for calling” numbers (i.e. where you are paid, in monetary or other terms (e.g. by receiving gift vouchers, credits for goods or services, or anything similar) by the provider for calling that number is not an acceptable use of our services.

3.6    You must not use our services, or permit others to use them, in any way that is unlawful or illegal or in any way to the detriment of other users. Further, you must not use our services or SIM cards for fraudulent or criminal purposes (including making calls, sending messages or posting or downloading content which is offensive, defamatory, indecent or a nuisance).

3.7    Your mobile SIM card is for use in a personal mobile or mobile broadband device, such as a dongle or mobile Wi-Fi device.  It is not intended for use in any other type of device, including 4G routers. We reserve the right to suspend your services if we believe abuse is taking place and if you are using an unlimited tariff, we may ask you to move to a plan with a fixed data allowance.

3.8     We reserve the right to investigate, suspend or terminate your services where it becomes apparent that they are predominantly used for;

  1. Calling international calling card numbers;
  2. Used predominantly for calling conference call facilities

3.9    Any other usage that result in a usage pattern or patterns that are disproportionate to the overall type, amount, duration and/or extent which would be expected from good faith usage of our Network or Services (also referred to as “artificially inflated traffic”) is prohibited and we reserve the right to suspend your services if this type of usage is discovered.