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View your usage, get billing support and much more with the My Optus app, download it here

Welcome to Optus

Online Community Manager
Online Community Manager
1 6 3,649

Hi and a very warm welcome to Optus.


This blog is designed to help current or former Virgin Mobile customers find out about the huge range of benefits you’ll enjoy by joining Optus.


We have a great selection of mobile plans that come loaded with generous data inclusions, exclusive offers and exciting entertainment options that you’re sure to love.


To give you a better idea of what you can expect from us, we’ve listed the best things about being an Optus customer and provided information on each of them below.


At the bottom of this article, you’ll also find a selection of FAQs about the phase-out of Virgin Mobile in Australia which should hopefully answer any questions you might have.


What will I get as an Optus customer?


Click on each image below to find out more about the exclusive benefits you'll get as an Optus customer:


My Optus app.jpg


In the My Optus app, you can manage your account, track your data and daily usage, pay your bills, and set-up direct debit billing. The best thing about the app is that it’s available 24/7, whenever you need.


Please be aware that when you sign up to a new plan with Optus, your bill will look different to your old Virgin Mobile one. It’s also important to know that Optus plans are charged one month in advance (pro-rata), so after you sign up you’ll receive your first bill. To find out more, head here.



Data Pool.jpg


As a Virgin Mobile customer, you would have had access to Data Gifting which allowed you to share your spare data with family members.


At Optus, we have something similar but it’s called Data Pool. Data Pool allows you to add multiple services under the same account, so you can all share your total monthly data allowance. Whether you need to share extra data between family members or it’s for personal use across multiple devices, Data Pool means that none of your data goes to waste. To find out more about this, click here.

24 7 Support.jpg


Enjoy round-the-clock support thanks to Live Chat and our online community, Yes Crowd.


Live Chat


If you’ve got a question, our Live Chat team are here to help you get answers, fast. Our agents are available 24/7 and can help with billing and general inquiries, tracking your order, technical issues and sales. 


Yes Crowd


To get the most out of your service with Optus, it’s a great idea to register for Yes Crowd. Yes Crowd is our online community where you can get advice on Optus products and services, check out what other Optus customers are saying about a new phone, chat about your favourite show on Fetch or get the latest fixtures for your Premier League team.


To register for Yes Crowd, head here.





As an Optus customer, you’ll have access to incredible entertainment that you won’t find anywhere else in Australia.


Mobile TV streaming


Add Mobile TV streaming to stream movies and TV from your favourite streaming services without using your data on selected plans (subscriptions required).


Mobile TV streaming means you can watch the best shows on Netflix, Stan, ABC iview, ABC Kids iview, ABC ME and Fetch whenever it suits you, at home or on-the-go. To learn more, click here.


Optus Sport


Optus Sport is the home of elite football in Australia. And if you’re a football fan, you’ll be thrilled to hear that we’ve bought the rights to the Premier League in Australia for the next four years! We’ll also be broadcasting all 64 matches of the 2018 FIFA World Cup™ in Russia live and on-demand. What’s more, you can stream all the action on Optus Sport without using your data on selected plans.


If you have any questions about the information above, ask the Crowd by leaving a comment below.


You might also be wondering why the Virgin Mobile brand is being phased out and what that means for Virgin Mobile customers and employees. Below you’ll find a list of FAQs that outline what Virgin and Optus are doing:


Virgin Mobile Phase-out FAQs


What’s happening?

Virgin Mobile has had an amazing 18 years in Australia as part of the Optus portfolio of brands. However, from May 30, the Virgin Brand will slowly be phased out.

Why is this happening?

Virgin Mobile is part of the portfolio of brands at Optus and they have decided to phase out the brand from May 30.


This decision comes as a result of a strategic review of the Optus and Virgin Mobile brands which was recently conducted ahead of the approaching expiry of the Virgin Mobile brand licence in 2020.

How long has Optus owned Virgin Mobile?

Virgin Mobile Australia has always been partly owned by Optus and became a wholly owned subsidiary of Optus in 2006, 6 years after it was founded in Australia.

Why didn’t we share this news earlier?

We have been working through the details to ensure we continue to provide our customers and our people with the best possible experience which they have come to expect from Virgin Mobile; this has required some planning time.


What will happen to the people who work for Virgin Mobile?

As a business, we'll do our very best to redeploy our existing employees within the Optus business wherever possible.


How will this affect Virgin Mobile customers?

All customers will be able to continue to use their Virgin Mobile service as normal and all current contracts will be honoured. All current Virgin Mobile service teams, as well as My Account and the My Account app, will be available to support customers.


We will communicate with customers directly about any changes that may affect their Virgin Mobile account in the future.

Virgin Mobile retail stores will begin closing between June 4 until June 30. After this date, Virgin Mobile customers will be able to visit Optus retail stores for sales enquiries, replacement SIM cards and handset warranty claims.


When will Virgin Mobile stop selling?


From June 15, we will no longer sell Postpaid mobile & broadband services to both new and existing customers. Prepaid services have not been available for new customers since October 16, 2017.


How can Virgin Mobile customers ensure they receive communications from Virgin Mobile?


We encourage all Virgin Mobile customers to ensure they have provided us with their most up to date contact information, including mobile notification number and email address, which can be done easily in My Account.




Mobile TV Streaming: apps subject to change and subscription required.   Stream Video up to 1.5Mpbs & music up to 512kbps. Charges apply for content such as downloads & ads.  Fair Go Policy applies. The Mobile TV /Music Streaming options are available on a month to month basis & do not form part of your plan.  Optus may change or withdraw a streaming partner at any time with prior notice. Offline Video Downloads, mobile & mobile broadband WiFi hotspots, streaming on TVs (such as Chromecast, Apple TV and the like), other associated traffic such as ads, authentication, app analytics, Digital Rights Management and album art are excluded and will incur data charges. Streaming services may not have apps available on all mobile operating systems. Not suitable for HD quality video. Suitable for one stream per service on mobile & tablet devices only.


I've made the switch and so far I feel like some things aren't what I expected.... 
Ordered a new phone and plan with the delivery said to be 1-3 days, living in metro Melbourne.
A day short of one week and still no updates about phone being ready for delivery.
Would love to know where the 1-3 days comes from, especially as I ordered via phone speaking to a real person.

Blog Author

First off, welcome aboard @Frosty3D


Now, the standard delivery time-frame applies once the application has been approved. You should receive an email with a confirmed order reference. That's an eight-digit reference number with the suffix A. 


We do have an online track and trace page, you'll need to head to → Pop your order reference number into the, 'order number' field and we'll let you know how your order is progressing. 


If you need a hand, you're more than welcome to send us a private message → We’ll need your full name, DOB and order number.





Occasional Visitor
Occasional Visitor

I had to move over from my Virgin Mobile account and even though I swore I would never use Optus here I am again. And surprise surprise nothing has changed. Your instructions on your chat were useless in terms of switching over my old iphone to my new iphone. Thank god for the staff at the Apple store. In fact all of your instructions were useless - the ones that came with the phone didn't explain anything at all and then your phone help line sent me to a weblink where the information wasn't relevant. I hope you pick up your game. Maybe your management team needs to order new phones and attempt to follow your own instructions to really understand how frustating it is to be an Optus customer.

Blog Author

Hi there @rebeccanyree, we're always happy to take this sort of feedback on-board. I was just hoping you could provide a bit of clarification. 


Your instructions on your chat were useless in terms of switching over my old iPhone to my new iPhone


You're referring to instructions that walk you through setting up your new iPhone/transferring personal data from one handset to another, or are we talking the actual sign up/port-in process?


Occasional Visitor
Occasional Visitor


I have received an offer from Virgin where they will pay out my existing contract if I move to Optus immediately. I have ordered a new SIM for a post paid account and indicated that I wish to port my existing number. I received the SIM yesterday but I have no instructions on how to activate if I wish to retain my existing number. I don't want to get it wrong and find that I have a new number! My Virgin account is still active. Can someone please advise.


As an aside I have a seperate issue with Virgin in that their Support is currently saying that I will need to pay of the balance of my account term. They seem to be completely unaware of the offer that was made directly by Virgin to write off the balance! More phone calls I guess....

Online Community Manager
Online Community Manager

Hi coylum,

Welcome to Optus! ☺️

You should have received a welcome/information pack (perhaps by email) that advises what you need to do to transfer your number across to Optus.

For further help, please Chat with us. (I needed their help as well for the same switch over about 9 months ago).