virginplus.ca Reviews 

Terrible customer service. Trapped in a 2-hour AI loop and ghosted on a callback!
I am beyond frustrated with this company. Yesterday, I spent two hours phoning in six separate times just trying to speak to a live human agent to get help with my account. I was completely trapped, going around and around in circles with a broken AI system that refuses to connect you to a person. All I needed was clarification on some changes that were made to my account.
Out of pure exhaustion and frustration, I finally gave up and used their automated system to schedule an official callback appointment. Today was my scheduled time, and they completely ghosted me. I have been sitting by my phone waiting for over three hours past my appointment time, and nobody has called.
The double standard is infuriating. If a customer treated a Virgin Plus representative the way this company treats its paying members, we would be dropped instantly. Now, I am seriously considering dropping them!

Poor everything. Having problem with signal strength, tried 2 different phones,there saying maybe get another phone. Getting 1 bar on lte. I think they no what the problem is but can’t fix it. 21 months left on this contract. As soon as I leave my apartment wifi. Things stop working. Don’t use bell or virgin . Their the worst

Virgin Plus Canada is an absolute scam. 8 years of loyalty, 93 CAD monthly for just 50 GB, and a fully paid contract ended up in pure extortion.
Here is how they rip off their customers:
• The Setup: When you sign up, Virgin Plus promises one price, but the bill constantly grows. For 8 years, customer service was non-existent. Network coverage in Vancouver is extremely limited. The system is so broken it "fails to see" your payments on time and automatically bombards you with threatening letters and late fees.
• The Trap: Once, I urgently needed to call London, but their system blocked the call. When you try to leave, they slap you with a massive fake bill. If you catch them, they apologize, promise a "loyal contract," but after 3 months, the financial nightmare starts again.
• The Final Extortion: I finished my 24-month contract on October 2nd. I settled everything, leaving my account with a positive credit balance (CR $1.09). But the exact moment I transferred my number to Fizz, Virgin Plus fabricated a new bill for $91.81. They are double-billing me for September, double-billing for the phone I already own, and even added a Crave TV subscription I never ordered!

Virgin is always raising their prices without alerting their customers ahead of time. I only check my billing when the amount due is incorrect. When I looked back on my bills, there was a tiny red "i" on a previous bill which you have to click on. And lo and behold there was the info about a 10% increase. They can send me my bill by text and email, and constantly send me contest texts, but they can't give a heads up for a price increase???

So, this time I decided to leave them. I changed providers and now pay about half as much, plus I now have additional coverage for the US and Mexico. Virgin then phoned me and offered to match the price I am now paying. I said no thanks. And obviously I have been overpaying for years!

What an absolutely disgusting, horrible company to deal with. I was a Virgin Plus customer many years ago and ended up switching providers in 2019. I recently switched back to them in 2023 and have had nothing but a bad experience since. Good luck trying to call them on the phone.

Virgin uses agentic AI to answer the phone, that routinely hangs up on you and blocks any attempts to speak with an actual person. They illegally charged me for long distance fees for calls I never made, and when I tried to resolve things by calling them multiple times, I was completely blocked. So I switched to a better provider and was given one final aggressive bill. I cannot get through to a human being to resolve that either, and now they are threatening with collections and have already struck my credit score.

I had lodged a complaint with CCTS and will be escalating things. Do not under any circumstances use this absolutely horrible company.

Terrible customer service. I forgot to pay my previous month cell phone bill and without any notification they suspended my phone and text messaging use. Zero notification! I was left stranded in our farm field without any way to call friends or family.
The next month a customer service representative yelled at me then hung up on me ??
Terrible customer service overall.

Customer service is terrible.
CS dept is condescending and rude. I had billing issues in relation to an erroneous charge for a 1 800 call to the USA. When I finally got in contact with then they were terrible"
I cancelled my 8 year association with Virgin over a $35.00 erroneous charge that they were to inflexible to remove. So I removed myself from the equation.
Love and kisses. Dan

It is terrible. Just in 2 months, I have changed two times my modem due to connection issue. It got interrupted frequently and I should reset it all the time. It is a terrible issue for me that for and stability issues on connection, my job gets destroyed and I should do it re-domeaning discard whatever I do in few hours besides I should get off two times to change modem by myself otherwise I should wait 2 days to get the new modem

Virginplus probably is the only company on earth that if they owe you money when you cancel your service don't refund you if you have paid extra. I cancelled my service 3 days into my monthly bill and they were reluctant to refund me. Normally, other companies send you a check if they owe you money when the final bill is issued. Virginplus doesn't do that! They don't send you final bills if they owe you money. Actually you have to call them and ask for the refund!!! Their policy is to keep the money! That is what they told me after I called them twice. Even after I called and asked for refund, she said her manager has to approve it!! Imagine how many people will stay on line about an hour to talk to a Virginplus operator to get $20 or $30 refund? They keep customers money and after a certain time probably they own it as unclaimed fund!!! It is clearly a fraud and stealing from the public and should be illegal.

0.1 stars the worst mistake I ever made was go with Virgin Plus, Don’t not go with Virgin plus, the worst service in the entire world i messed up and made the worst decision was go with virgin plus so you don’t have to make the same mistake I made

Very disappointed with Virgin Plus. My experience has been extremely frustrating. I was told my monthly payment would be around $90, but I kept getting charged much higher amounts without a clear explanation. This month I was charged $327.67, and when I contacted support, I did not feel like my problem was taken seriously.

I have tried to explain my situation many times, but instead of helping me find a solution, I felt like I was only being told about payments and balances. I believe customers deserve clear information, honest billing, and better support.

I do not recommend Virgin Plus because of my experience. I hope they improve their customer service and become more transparent with their charges.

I was transfered 8 times today for a very simple instruction, i need to cancel my tv service i took with them for worldcup. Iv never experience such bad service. I wonder who manage that department.

I have been a loyal Plus customer for over two years. One honest mistake with mobile data resulted in a $600 bill. I asked for a one-time waiver, a discount, or a payment plan, but every request was denied. Instead, I was charged additional late and NSF fees. Very disappointing customer service with no flexibility for loyal customers. I won’t be recommending Plus.

We acquired virginplus fiber, and were reasonably happy with with the service.
We were scheduled to move houses, and scheduled an install at the new address on moving day, July 28th.
Come moving day the tech shows up, says the order has the wrong postal code, and I need to reschedule. He diesnt even get out of his van. He connects me with their scheduling office, who books us for an install in 2 days time, July 30th, 8am to 12 noon.
That day, no tech. no call, no email. I called Virgin at 12:02 pm. I was on the phone from that point until after 3pm.
I was told
1) there was no record of my work order #
2) there was a work order but it had been canceled, but they wouldn't say by whom,
3) there was a work order, but it stated the install daye was on August 6, not July 30 as the one I had stated. Same order #, different date.
Every time I asked who changed the order, or why I hadn't been called by thextech, I was transferred to another person, who often was clearly in a foreign country, to whom I would have to repeat
1) my name
2) my phone#
3) virgin acct #
4) work order #
5) new address
and repeat the entire saga, only to be told something different.
I ended up to have spoken to eleven different people that day, not counting the earlier text chats.
In the end I found that Virgin can not service my new address at all.
Not an option.
Why someone couldn't have stated this from the start is beyond me.
They clearly are very comfortable having their staff just make bold face lies (e.g. "there is no work order" or "the date was changed").
If you are unable to do something, tell me. Don't waste three hours of my life.
Avoid Virgin like the plague.
Their staff are inveterate liars.

I would never recommend Virgin Plus Home Internet, even if they offer the cheapest price. The internet itself isn’t the biggest issue—it’s the constant headaches whenever you need customer support. Every time I contact them, I get different answers, long wait times, and very little actual help. Instead of solving problems, they make them more frustrating.

A good price is meaningless if you’re constantly wasting your time and dealing with unnecessary stress. Save yourself the frustration and choose a provider with reliable customer service.

Do not use virgin, they are all literally criminal scam artists that hide behind policies they created to protect them from responsibility. I told them to cancel everything from my account because I was going with Rodgers due to many issues I had virgin. Despite explicitly telling them to cancel everything they kept billing me for data on a tablet for a long period of time without my knowledge and when I noticed, they told me that it is their policy to not reimburse the money that they took even if they made a mistake. The employees and upper management of virgin are scum, if I could give negative stars I would. DO NOT USE THEIR SERVICES UNLESS YOU WANT TO BE ROBBED!!! They deserve to be in jail

Biggggg mistake falling for their sales scam.
This is the worst service, zero coverage,
Once I canceled, my bill went up.

Never go with Virgin Plus, you will regret it

I do not like being lied to. That pretty much ruins a business relationship for me. I joined Virgin in 2020. Was promised 5$ off my monthly bill, an additional 2g per month and no credit check. By someone who was not properly trained, or an excellent lier. Guess what? All of these were not valid. I stayed with them, negotiating every 6 months to get a better deal on data and succeeded. I now pay 50$ for 100gb of data. But the prices are rising yearly, and I no longer trust them. I am quite sure that Bell, Rogers, ... do exactly the same thing. Offer new clients a great deal, then regularly increase the bill until it becomes unaffordable. What to do?

⭐ 1 Star – Extremely Disappointing Experience
I had a very frustrating experience with Virgin Plus Canada.
I was using their services as a student, but due to a personal emergency, I had to return to India. The very day I landed, my SIM stopped working completely — no calls, no messages, nothing.
Despite that, I was still charged monthly for 6 months without using the service at all.
I contacted customer support via chat and clearly asked them to deactivate my account, since I had no plans to return to Canada. However, they continued charging me for 2 more months even after my request.
When I followed up again, they told me my number was only “temporarily suspended” and that I would still be charged to keep it active. I again explained that I wanted it permanently deactivated.
What shocked me most was their response: they said I could not deactivate over chat and must call from the same number — even though the SIM was not working at all. This is completely unreasonable and highly unprofessional.
Overall, very poor customer service and unfair billing practices. I would not recommend this provider based on my experience.

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.