How can we help you?

About the service

This service will include unlimited internet for 12 months of your monthly subscription. Once the promotion is over, the service will be capped at 500GB per month for AED 499 (VAT excl.). The service provided is designed to be used at home only, as it uses the same mobile towers used by mobile phones to deliver an internet connection to a specific address. We highly recommend placing your router close to a window to maximize signal strength.

Eligibility

The Home Internet service is available to both new and existing users. You can easily purchase this service through the Virgin Mobile UAE app, website, or at any retail location, including Virgin Mobile kiosks and Virgin Megastores.

The SIM & Router

The SIM is 'data only' - it won't be locked to the router and it will work with any device. Virgin Mobile doesn't guarantee the same quality of service with other devices that are not provided by Virgin Mobile.

Speed

Data speeds may differ on our network. Your speed will depend on several factors including congestion, location, local conditions, hardware, software, and general internet traffic.

Plan

You can find out more about available plans. Your monthly will renew. We will send you renewal reminders and you can always make changes to your plan or request termination before the renewal date.

Fair usage policy

Our Fair Usage Policy ensures our services are not used in a manner we consider ‘unreasonable’ or ‘unacceptable’, including, but not limited to, ‘non-ordinary’ or ‘commercial purpose use’ of this plan. It also sets out your responsibilities when you use the internet and confirms steps we may take to monitor and ensure compliance with this policy.

Cancellation

There are no plan cancellation fees. You can simply request to cancel your monthly plan through the Virgin Mobile UAE app anytime. If you have a 12-month plan and wish to terminate earlier than your commitment period, please reach out to our customer care team.

Refunds & Returns

You can request a refund within 3 days from the date of your payment. However, please note that any usage during this period will be deducted from the refunded amount.

If you cancel your application after this time prior to the service start date you will not be entitled to any refund.

Customer Care

You can contact us easily from the Virgin Mobile UAE app. Whether you've got a question, query, problem, or something you need to tell us, chat with us directly from your Virgin Mobile App.

Device Return & Exchange (7 days)

You can request a new router within the first 7 days. The customer care team will do troubleshooting before the return & exchange request is created. Should the router be considered defective, a driver will be sent to collect the defective router. The driver will hand over a new router to the customer and collect the defective router. We should automatically replace the IMEI of the new device in the system.

Customer fault

If you damage the router (drop it from the roof, the child throws it in the pool, etc..), we will ask you to cancel the existing account and request a new plan & router from the app.