virginplus.ca Reviews 138

DO NOT CALL THEIR CUSTOMER SERVICE. They are very nice and pleasant to speak with. The call center for both Virgin and Bell is now in the Philippines. But they are totally incompetent. They don't leave notes on your file. I had to repeatedly call them, for 4 straight days. I was sold a iPhone 16 by their loyalty department. Told I would get the phone 3 to 5 business days. It never came. Checked my account to find out the phone was out of stock. Called them, told me the would expedite the order and some would call me the very next day. No call, had to call them again. Only to find out I would have to wait 2 to 3 weeks. Told them to cancel it. I would buy it from a third party dealer. I went to Costco where I never have any issues.Only to find out, they never canceled the oder. And my account was blocked from making a purchase of a phone or even going to another carrier. Called them while waiting, was told they would cancel it. Rep gave me confirmation number. Costco said it was still blocked. Called them again, asked to speak to a Supervisor. Who told she didn't have authority to cancel the order and fix my issues. She had to send an e-mail to another department. She transferred me to another department who told, they could cancel it. But again I would have to wait another 3-5 business days to cancel the order. So i'm in endless loop. I can't get another phone until they cancel my order which they were supposed to do right away. Just don't bother ordering any phones online from them. Just go the store. At least it's taken care of right away.

Absolutely terrible customer service. Takes hours just to get in touch with someone. They drilled a hole in the house without permission. Cut off the internet by mistake and even cancelling was a brutal process and they still won't take their equipment they left. Would never recommend this service to anyone

It's very disappointing that in busy daily life customers have to liase with AI and this system keeps guiding to different options and consuming human's energy.
One can't get direct access to a human agent to discuss cellphone, bill or internet matters. Virgin Mobile and such companies needs human being money for their business but not hiring human beings! People should boycott AI system if customer services are replaced by robots. Boycot Virgin Mobile!

THE WORSE PHINE PROVIDERS EVER...no wonder they are connected with Bell...I bought a phone that isn't even worth more than 200$ for 680 $ on montl payment...I had a issue with the phone 2 months into my contract when I called the CSR they told me to go to the branch where I purchased the phone which is at Buillings Bridge plaza OTTAWa... once I got to the branch the Manager was extremelyyyyyy rude and unprofessional, I called the complaint line to make a complaint, still till this day I haven't heard from anyone (1.5 years later)...the service sucks, one min I have service and the next I'm disconnected...the phine they sold me i am sure it was used
I am stuck now for another 3 years with that provider and they keep telling me there's nothing I could do u less I pay off the phone in total which isn't even worth it...
I was 2 days late from making a payment cause their internet was down I couldn't check the payment date and once I had service I was BLOCKED OFFF from making any payment from my credit card...the only way I can make a payment its either from my bank or my on line banking which takes 5 business days for them to receive the payment, during the 5 days business days they disconnected my service and asked me for reconnection fee.... HORRIBLE, TERRIBLE DONT RECOMMEND THIS PROVIDER TO ANYONE... IF PAY PHONES Still exist I would rather use that instead...such a unhappy, unsatisfied customer

Called to cancel my service to an agent and didn't help me to keep my number and made me lost it. I was leaving the country. Also, they raised my cost from 37 to 44 without explanation from 2025 to 2026. Felt scammed, you could keep your number but the person didn't want to help me and cancelled my service without giving me my number, as I requested.

The worst service.
I paid 63.85 dollars monthly and my phone only worked at home. Once I left home, I would not have access to internet. They were constantly showing message that said my data was very low. I would pay 63.85 like today, and by next day, they said my data was gone. I only used my home wifi from another service while I was home. Never used virgin Plus because it never worked. I work with vulnerable people in the community and many times, I missed my way around because Virgin would not let me use GPS as they constantly blocked or slowed my data. I informed customer service several times but nothing changed. I left the damn Virgin Plus and now with a different service provider and very happy. Virgin Plus is trash. Never recommend it to anyone. Zero star if the system allows me.

They were stealing money from my father in law then claiming they had no documentation to show the withdrawals. In total, they stole over $250 before he switched companies and had to cancel his bank account. Absolutely sickening.

This company are a cheaters. I was an excellent customer, I pay my bills on time even if their service was very poor. Suddenly they increased my bill by $6 without any warning..when I called them they said that’s how the company works but they never told that they are going to increase my bill at any time and when I changed the company they didn’t stop to call me to get me back.
Very bad experience try to void this company.

Terrible terrible service. CSR was having a BIG attitude! Virgin increased the charges on all 3 of my lines without any notice. Their new AI telephone system is VERY lagging and cannot understand the request after several repeats. Took me 2 hours to get to speak to a CSR who had a huge attitude. Name was Mike. Not even sure if that's his real name. I am switching to another provider.

Have been with Virginplus for about 7 years and my plan has reached $98.00. I was reaching out to Telus for my new Home Internet and Optic TV and they had asked me about my cell phone and offered me the service for half the price I am paying now so agreed to switch. Had it done and completed a couple days ago. I keep getting calls from Virginplus and tried to sign into my account just now and they have blocked my access….come on VIRGINPLUS GROW UP and be professional about it….its a competitive world out there…always have been and will be. I am very disappointed about childish behaviours from companies…..now I am glad I switched to Telus.

Virgin Plus is the most annoying service provider I have ever experienced.
Especially the billing process. Be careful, as they may charge you without your knowledge.
I cancelled my services, but they continued withdrawing money from my account for 2 more months, even after calling them 5 times to stop charging.
Some agents are from outside Canada, and they are unfamiliar with the correct process.

Poor customer service. Constantly dealing with AI .....difficult to talk to a real live person!!

In the span of just over two years, the cost of my plan went from $38 after tax to $59. Their app and website is not user friendly and the reception is mediocre. On top of this, you can't even cancel your plan in person... you have to call and be forced to talk to their robots before you can cancel. Totally skeevy. Changing to a different provider was like lifting a giant weight off my chest.

This data is horrible, it only works in some areas of the area I live and the other it doesn’t work at all

Hung up on by AI 3 times, rates increased for no reason, can’t talk to a human being

Horrible do not use, alot of internet issues, Made appointment for tech to come. Confirmation sent for Appointment made Feb20 between 12pm-5pm. Never showed up.. no call. Then tech calls next day at 9am saying he was on his way. Ya one day later. What a joke

Please dont use this sim they are increaing price evey month i usally have start my plan with 28 dollars now in between 3 to 4 months my bill is dollar 52 without any reason please dont with virgin plus such a stupid company .

Unlike apparently literally everyone else, I have no issues with the service or customer service. My issue is with the device I supposedly upgraded to and am now stuck in a 2-year contract paying $1 a month for.
The Ahlo phone is such complete garbage that I can't even fully express it here. If I could return it, and go back to using my old cracked and broken Motorola phone, I would be way, way happier.
Nothing works the way it's supposed to on it and it's so slow and the battery holds a charge for maybe 4 hours tops. What a disgraceful so-called "upgrade".
Once I'm done paying for this phone, it'll be going directly into the trash, along with my Virgin+ patronage.

I purchased a mobile phone at Carlingwood Mall.
The agent Ahmed was extreemly courteous and helpful.
His knowledge is uncomparable. He did his utmost to help me in every way possible regarding billing etc.
I have always been satisfied with Virgin Plus and the staff but this time, I got the best of the best to serve me.
Thank you!

Wordt experience ever, impossible to talk to anybody. Painfull