virginplus.ca Reviews 138

I just bought a new phone and a plan with Virgin. In a big Canadian city, where I'm supposed to have access to their best coverage, I get a "No mobile network" message on about half the calls I've tried to do in the last three hours (since I'm with them) and don't have 5G network, even if their own website says I should. Customer service is not helpful at all, after having lost more than 10 minutes only to reach a human.

Poor and dishonest customer service ! You find out fast why Virgin mobile is a discount carrier.
I was nearly a week from my bills due and my service was suspended due to being supposedly “0ver “ my spending limit “ . I have 8 months to go in my 2 year contract . Once I’m paid off I planning to leave
Asap ! 115 / month is not that great of a deal for a used iPhone 14 ?
Thanks Sir Richard

Used to be great service. Have called 5 times and spoken with 8 different agents for the same issue, 6 of whom gave me wrong answers and the other 2 had to put me on hold to find out but at least they kind of got it right. On each call I ask them if they are sure and they always say yes. 75% of the time that was wrong. Still trying to get my simple issue resolved but do to the lack of training/knowledge on the front lines i am just wasting time - 3 hours so far.
Really wish I switched providers before locking in with new phones.

Absolutely terrible experience with Virgin Plus. I was overcharged for data I truly do not believe I used, and even after paying my bill, they blocked my data service for about 15 days. Customer service kept repeating the same excuses instead of actually helping or properly investigating the issue.

This has been one of the most frustrating experiences I’ve had with a phone company. Poor communication, poor support, and no real accountability. I would never recommend this service to anyone based on my experience. Be very careful before signing up.

Every month I struggle to pay my bill online. Most times the app does not work. It's the worst online app I have ever used. To make matters worst, they use AI for directions which does not work accurately 90 percent of the time. As a customer, I should not struggle so much to pay my bill. It's so frustrating. It does not recognize pass words most the time. The worst app and customer service I have ever dealt with

I switched to Virgin Plus in 2022 and honestly this has been my worst experience. Very incompetent set of customer service agents. I have been trying to add an e-sim and new phone line to my account and they have been dragging me left and right from Bell and back to them. Three weeks and no change. When I ask to speak to a manager they refuse to have me speak one. I will definitely move to a different phone operator. Such a disappointment!

Poor Customer Service and Misleading Payment Options
I signed up for a $35/month BYOD plan with pre authorized payments. I was told there was a setup fee, but the amount wasn’t disclosed. When I set up payments, Virgin’s system offered to process the setup fee as a one time payment for $134.50 (why is this so high?) and confirmed it would be processed in 3–5 business days, with my balance showing as zero. I saved the confirmation.
After the due date, I received a notice that I was late paying the set-up fee of $134. Customer service chat rep explained that the system “doesn’t actually process one time payments” and “the system just says does that” and said I should have known this message was false. I was transferred to an accounting representative who repeated the same explanation and when I asked if he could just process the payment now – No, he wasn’t authorized to accept payments.
The $134.50 fee itself doesn’t match any published Virgin Plus fees for a BYOD plan. The next month, I received a $40 bill instead of the agreed upon $35, and the bill needed to be paid. Curious, I asked the chat rep about the extra 5 and to check my preauthorized payments, I was told the system “just hasn’t taken” it yet, the extra charge is tax and the best part “You don’t need to contact us anymore, just read your contract.” On their website, they state they are proud of their award-winning customer service.
I’ve now requested that the $134.50 be corrected, but overall the experience has involved unclear billing, inaccurate system messages, and unhelpful customer service. I cannot recommend Virgin Plus based on this experience.

Shitty company just like Bell! Doesn't wanna help loyal customer but will give everyday to lure new customers! Never getting my business!

I have been having issues from Day 1 with the IPhone 16. It was determined by one of their experts that the phone was defective after 4 hours of troubleshooting. There is one person who is the case manager and is incompetent as she agreed once the tech troubleshoots it and determines it is defective they will send me a new phone. I t was confirmed that the information will be given to another person who will ship it out.This is going back to February 12, where I spent 4 hours to get this cleared up. I received a call from their tech whom was unavailable when I called on the said day. I tried communicating by chat and asked to get him on the chat, was told to call in. I contacted the case manager as she was off on the Friday, asking why do is the rep calling me to troubleshoot when it was already done, she said she didn’t have an order number so here I am going in circles. I also asked for this issue to be fixed and provide me with the bill, it was ignored and on Friday my service was disrupted where neither phones were working They demanded we pay the bill and the bill has been paid. Phone is still dysfunctional and you cannot get through to any of their executives. This is such a broken system.

Service is very bad, even pay getting late to provide service, this service is less than the development country internet service provider .

THEY STOLE MONEY FROM MY DEBIT AUTHORIZED ACCOUNT ON DECEMBER 27th WHILE MY ACCOUNT WAS IN CREDIT $90 WHEN I CALLED ON DECEMBER 29th THEY SAID WE WILL MAIL YOU A CHECQE BUT THEY NEVER MAILED THEY ARE FRAUD THIEF COMPANY 4 MONTHS PAST THEY NEVER GAVE MY $210 OWING ME

Hey, Virgin We have cancelled you!! A complete run around experience. NO!

This is why:
1. Set up a NEW PLAN yesterday for two lines with 'Pathila'. She was VERY PUSHY and it was difficult to understand her English. I was on the phone for three hours to set this up. Call transfered to validations. All was well... at the end of the call.

2. Received a SUPRISE email the next day, today saying. "You have been cancelled".
No reason!! No explanation!!

3. Called again today 2x, on the phone for 40 minutes. We were told CANCELLED due to no photo ID? Told go to a store and show them ID then the store will call us. We had just been to the MicMac Mall, Dartmouth NS store inquiring about activating a cancelled NEW ORDER, PLAN. No one there and there were three guys, asked for photo ID.

4. The ID step was NEVER explained the first day setting up the NEW PLAN.

5. The boss Richard Branson needs to know how disorganized and how stressful and difficult it is to do business with Virgin Cellular.

6. This two day process setting up a NEW PLAN has been a complete nightmare. NO thank you. PASS. We will NEVER do any business with anything VIRGIN.

Soured and Exhausted.

Such a nasty n stupid service. Phone support is complete ridiculous no one picks up or call back. Negative 5 star to them.

I got a great price at first and I *love* that they threw in a Crave subscription about 18 mo later. They did jack the price 20% every 12 mo. After 12 mo, the price was still competitive. After 24 mo and the 2nd price hike, I was like, "Oh no you don't!!" and switched to another provider. But until then my biggest beef was that whenever I checked my voicemail I had to enter a password--as if VM isn't a waste of time anyway. They text me the recording of each message (convenient--props for that), I just don't want to dial in and manually delete each one. Annoying. Anyway, I don't mind switching providers every couple years so no hard feelings.

Had great plan and prices for two cells and internet. Cells only from June 2025, internet 5 years. Feb 2026 price increased. Call and told them fixed price unless I change pan. Agreed credit given. April 2026 same think. I called and was told no. If I wanted the fixed price i had to take contract. Explained contract is no longer valid since 2016 if not mistaken. They said I would have to finance two cells to get discount. So in other words buy to phones for about 1000$ yo save 200$. Good bye

Virgin Plus kiosk in the Cataraqui Mall has the best costumer service person I have ever experienced. Flynn, was calm, polite, knowledgeable and so extremely pleasant. I was ready to switch to another carrier because of an ongoing issue with Virgin; Flynn was amazing, had the issue resolved in a matter of minutes and because of the calm demeanor it was completed in, I felt calm and reassured the issue was resolved. I have decided because of Flynn to give Virgin Plus another try.
If someone from Virgin Plus is reading this, please give Flynn a bonus or a raise or something. It is well deserved.

I would give - points if I could! They were suppose to send us 2 phones and sent one that was incorrect. We sent it back and have now spent the majority of a month and a half trying to get our new phone while they are charging us for a phone we do not have! Service is awful, got hung up on once and the same problem has been escalated 4 times now with the same response…can’t do anything until they confirm the phone was received. We were told it was received and now they don’t know if it has been received or not!! I cannot with this company! Looking around for better service, this is horrible!

The product is good cell internet etc. Minimal issues. But when there is a problem the customer service is terrible if the can even speak English. They have left us without a cell for 3 weeks now. They've seemed to have lost the one we mailed in following their directions. And each time you call it's minimum hour of your time re explaining your situation and nobody is ever competent to solve the problems

I’ve been with Virgin Plus internet for a few years, and honestly, the service has gone downhill badly over the last two years.
At the beginning, everything worked great. But now? It’s been nothing but frustration.
Customer service is a nightmare — it’s almost impossible to reach a real person, and when you finally do, there are no proper notes on your file, so you end up repeating the same issues over and over again. Most of the time, you’re stuck dealing with automated systems that don’t help at all.
The internet itself is completely unstable. The modem disconnects and reconnects at least 10 times a day, which makes it unreliable for anything important. The TV service is just as bad, constantly pixelating and cutting out.
On top of that, I’ve had multiple modem replacements, and some of them arrived clearly used, damaged, or not even working properly. It’s unacceptable to send out returned equipment as “replacements” without ensuring they’re in good condition.
Overall, the quality of service has seriously declined. What used to be a reliable provider has turned into a constant headache. Very disappointing.

Unexpected Price Increases, Promotion Issues, I am member for 10 years,