Table of Contents
Introduction
A service that gives the customer the ability to temporarily pause the main plan benefits for a specific period. Customers benefit from it when travelling or when they do not need to use the plan for a certain time.
How to Activate the Service?
This service is only available through the Virgin Mobile app.
- Open the Virgin Mobile app and tap the edit plan icon on the Dashboard.
- Use the Pause Plan slider under the current plan and choose the pause period.
- Confirm the request. The customer receives an SMS with the pause start date and the automatic resume date.
How to Resume the Service?
This service is only available through the Virgin Mobile app.
- Open the Virgin Mobile app and tap Reactivate Plan on the home screen.
- Confirm the renewal. The plan fee is deducted from the Virgin Mobile Wallet and the new renewal date is set automatically.
Terms and Conditions
- Pausing the plan is free of charge.
- The service is available on prepaid Virgin Mobile monthly plans only. It is not available on postpaid (Switch) plans, data-only plans, visitor plans, or lines that are members of a Data Sharing group.
- The pause takes effect on the next renewal date. The customer keeps using the current plan until the end of the current cycle, and no renewal fee is charged when the pause starts.
- The customer can choose a pause period of 1, 2 or 3 months (maximum 90 consecutive days).
- A maximum of 2 pauses is allowed within any 12-month period.
- While the plan is paused, its validity is frozen: the renewal date does not move forward, no renewal fee is deducted, and the paused days are not counted as plan days. Unused benefits from the cycle before the pause are not carried over.
- The line stays active during the pause and the number is kept. The customer can receive calls and SMS, and can make calls, send SMS and use data at Pay As You Go rates as long as there is credit in the Virgin Mobile Wallet.
- Boosters and add-ons that require an active plan cannot be purchased during the pause.
- Streaming subscriptions (such as STARZPLAY, Anghami Plus, OSN+ and stc tv) are not paused and continue as normal.
- A scheduled pause can be cancelled from the app before the pause start date.
- The customer can resume at any time. At the end of the selected period the plan resumes automatically and the renewal fee is deducted from the wallet. If the wallet balance is not enough, the line stays on Pay As You Go until the customer tops up and renews.
Service Details in Support Tool
Agents can view the pause details (read-only) in Support Tool > Subscriber > Plan > Pause Plan. The agent cannot pause or resume the plan from the Support Tool and must guide the customer to the Virgin Mobile app.
| Field | Description |
|---|---|
| Pause Status | Scheduled (request submitted, starts on the next renewal date), Paused, Resumed or Cancelled |
| Request Date | Date and time the customer submitted the pause in the app |
| Pause Start Date | Date the pause takes effect (the renewal date) |
| Pause End Date | Planned automatic resume date |
| Remaining Pause Days | Number of days left until the automatic resume |
| Paused Plan | Name and price of the plan that is paused |
| Resume Date / Resume Type | Date the plan resumed and whether it was Manual (by the customer) or Automatic |
| Pauses in Last 12 Months | Number of pauses used, out of the maximum of 2 |
| Channel | Virgin Mobile App |
Complaint TKT
Raise a ticket if the plan did not pause or resume although the request was confirmed in the app, if a renewal fee was deducted during the pause period, or if the plan did not resume automatically on the Pause End Date although the wallet balance was sufficient.
| Group | Member Care Back Office |
| Category | Services |
| Sub-Category | Pause Plan – Unable to Pause / Unable to Resume / Wrong Deduction |
| Required Information | MSISDN, plan name, Pause Status and dates from Support Tool, wallet balance, amount and date of any wrong deduction, screenshot of the app error |
| SLA | 48 working hours |
Call Reason
| Call Reason 1 | Call Reason 2 | Call Reason 3 |
|---|---|---|
| Inquiry | Services | Pause Plan |
| Request | Services | Pause Plan – App Guidance |
| Complaint | Services | Pause Plan – Unable to Resume |