virginplus.ca Reviews 

5G service is really terrible. You can be in the middle of town or the city and keep getting told there is no Internet connection. The only way to fix it is to restart my phone. Their new AI assistant at 611 is an absolute joke and very frustrating. No 24 hour customer service which makes absolutely no sense at all. You can be told one thing by one rep and something different by another in regards to the same issue. Drop the "Plus" and put a minus sign there.

I’ve had nothing but problems with this internet provider. The call hold times are painfully long, and when you finally reach someone, the information they give you often doesn’t match what ends up on your bill.

My bills are frequently inaccurate, with unexplained increases and incorrect charges. Trying to cancel the service is nearly impossible — they make the process confusing, and even after confirming the cancellation, they continued billing me (at an even higher rate).

The customer service is poor, and I was repeatedly told one thing on the phone only to receive completely different details in writing. The only time the agents started being honest and transparent was after I began recording the calls.

Overall, this company has shown a serious lack of integrity and accountability. I strongly do not recommend them to anyone looking for reliable service or fair billing.

I’ve been a loyal customer of Virgin for over 10 years, and what does over a decade of loyalty mean to them? Absolutely nothing. I’ve received OK quality service over the years, had some issues, lots have been resolved, though I had quite a few near the end that instead of being resolved, the representatives laughed in my face and/or hung up on me. Completely unprofessional, and when mentioned to another representative upon calling back all you ever get is “I’m so sorry you are having this such bad experience” or “I don’t know why the representative would have given you that information, because I can’t do that” or other BS responses that are designed to run you through the hoops until you’re right irritated. The last straw; I upgraded my device, thru the “self serve portal” online, where the $80 upgrade fee could be waived. I paid $134.40 for a down payment toward my “new” pre-loved” device. I was to receive it in 2-5 days, I received it after 6 days. It arrived way more scratched than what I was expecting to receive for a “pre-loved” device I was paying nearly $700 for. I decided to send it back. But not because of this. When I made the upgrade, their website gave me 2 options for phone plans available. 1 really shitty pay-per-use data plan and one that was 100gb. Nowhere, and I mean absolutely nowhere did it state they were only 4G plans. I transferred my plan from an OK performing 5G 35gb plan to a shitty unresponsive 4G 100gb plan, unknowingly. The rep tells me on the phone that it was sometime last year (2024) that they dropped all 5G services, and the only way to keep your 5G services with them is to NOT MAKE ANY CHANGES TO YOUR PLAN!! When I tell them I would be nice if they advertised that in the process of people “self-serving”. I told them it was complete BS that I was not informed. Their response is “I am so sorry that you were not informed, there is nothing we can do” their famous last words. So I say, after 10 years of loyalty, it means absolutely nothing eh? I say so I can keep my 5G plan I have on my other line as long as a I DON’T MAKE ANY CHANGES. They say “yes”. They still have a few customers running on the 5G network but for all new lines, only 4G services are available. I ask them if I can have my old plan back and not cancel and switch providers, they say possibly, we’ll connect you to our loyalty department and they may be able to do that for you. I get transferred, waste another hour of my time on hold, to be told “I don’t know why they would’ve told you that, because I can’t do that.” It gets even worse. Canada Post has just entered into a strike, for an unknown amount of time. I sent the phone back to them via Canada post, which is the only available option thru the online self serve portal. I call them to say hey, it’s gonna take a while, I need my $134.40 back. I have a tracking number and video proof of what the device looked like prior to me packaging it back up. They keep me on hold and on the line for another HOUR, to tell me “oh sorry, there is nothing we can do, we have to wait for it to arrive at the warehouse.” So then I check my account status and they’ve CHARGED ME nearly $300 for this ONE MONTH BILL…and on that bill it states I was charged the $80..nope sorry $75…UPGRADE PROCESSING FEE!! Like WTAF VIRGIN!?

Agent offered me to switch my pre authorized payment from credit to debit so I’ll get $10 OFF. I’m paying $52 monthly now I need to pay $172. What the heck is wrong with you? You are SCAMMERS!!!!

Absolutely garbage phone company.. I was approved twice and both times the order was cancelled for no reason then on the third attempt I was approved yet again but had to go into the store for verification and while there I was once again approved and told that i would be receiving the email for the order. After about 4hrs of not receiving any email, I contacted customer service yet again and by some hand of God, my order was cancelled again.. but now they have told me that I owe money for a home internet connection that is part of this so called cancelled order and the phone which I was approved 3 times for with no money down and 40g for 55$ now is only attainable if I pay 600$ deposit, so I'm able to get home internet which I never ever even tried try to get for nothing but costs 55$ a month and it's going to take a 600$ deposit for a 900$; phone which was approved 3 times before being cancelled. Not one person could I understand as English is not a requirement of working their call center. So after 2 days of getting nowhere low and behold I get a bill for Internet for which don't even have and no one at this stupid scam money stealing company knows what to do.. as if I cancel I somehow now owe even more money. What these people fail to realize is I saved all communication via screenshots and I'm visiting my lawyer as this type of business is fraudulent and they will only continue to scam it no one stands up to them. Do not use or suggest to anyone this company.. they won't like you after they too are scammed.. just another phone company monopoly... I can't wait for the FCC to change the laws and give customers more options then scammers and crooks. Negative 15 STARS FOR VIRGIN PLUS , NEGATIVE 14 STARS FOR BELL,

Parfait endroit pour vous faire mentir et arnaquer... Mon conjoint a dû changer de cellulaire avec Virgin; son compte lui démontrait qu'il avait droit à un upgrade de téléphone sans frais. Il avait la promo Crave gratuit. L'employé a tenté de le faire migrer chez Bell; il a dû payer 80$ d'upgrade de téléphone (alors que son compte indiquait qu'il y aurait droit sans frais; il aurait fallu migrer chez Bell). Mon conjoint a vu son forfait augmenter en plus... Il a demandé au vendeur s'il conserverait Crave gratuit, il lui a dit oui bien sûr... Après l'échéance de la période de grâce durant laquelle on peut normalement annuler le contrat, on perd Crave gratuit. Mon conjoint appelle et tombe sur un centre d'appel probablement d'un autre pays, sur un employé qui articule à peine le français et démontre à mon conjoint que chez Virgin, mentir au client, c'est la politique de la maison... Mais hey! Avec 11$ par mois, on peut récupérer Crave. Mon conjoint n'aime pas se faire mentir et qu'on s'en sorte impunément (comme à peu près monsieur tout le monde) et souhaite maintenant savoir ce que ça lui coûterait de cesser son contrat car leur système de réponse par clavardage avec un bot aussi inefficace que ses employés, c'est pas glamour non plus... Et bien, on lui chargerait son cell près de 600$, auxquels s'ajouteraient des frais de 175$? Et j'imagine taxables. Et on comprend qu'on ne peut se fier à leurs paroles alors on risque d'avoir des surprises... L'homme au téléphone a refusé de le transférer à la rétention, puisqu'on l'a empigeonné en beauté, c'est lui l'employé lambda qui n'en a rien à f... le système de rétention il parait... Il me semblait que les frais de résiliation de contrat étaient illégaux mais bon... Pas avec Bell arnaque. L'époque où Virgin se démarquait de Bell est révolu et ils ne s'en cachent même plus. Vous venez de recruter deux personnes qui vont passer les deux prochaines années à vous faire de l'antipub gratuite. Bravo les champions! Continuez à mentir à vos clients...

Be careful. They offered you a cheap deal when you bring your own phone, then they increase the rate.
Also they charged me $3.63 for 4 minutes when I called a toll free number. It's very hard to get through to their customer service.

I'm starting to hate virgin plus and what's happening is I made a payment arrangement for friday.And they caught my phone.Then, this lady started raising her voice to me.On the phone like she was better than me.I asked to speak to a manager or a supervisor she said, nope.They're not available to talk to customers.And I just said, wow, they literally caught my phone, so I can't get a hold of physio.I can't call my doctor and the air payment arrangement wasn't till friday.And they do this every single month where it makes me feel.I should go elsewhere

Virgin plus my Account app is the worst. It doesn’t load for over 2 months now it not loading or allowing me to login. Even after upgrading my phone it still don’t load. It time for virgin plus to do something about there app. I regret singing up with them

Virgin Plus (formerly Virgin Mobile) no longer offers call-in customer service. If you want to talk to them, you must provide a number for them to call you back in the next two business days.

In my third attempt to navigate their automated phone system I discovered that there is one type of customer who will be allowed to talk to customer service. You must follow the "cancel my service" call flow to get to talk to a person so that's what I did.

I discovered this horrible change in September 2025. Maybe they'll learn their lesson after enough people cancel their services.

P.S. There should be a mechanism to give feedback to the entire Virgin Plus corporation. They seem to have strategically avoided creating a Google Business Profile. This prevents people from rating them in Google Reviews. You can only give a bad review to a local store.

This company does not provide what they promised. The manager, Claire (EZ61320) does not care any customer concerns, only says this is not in our website. When confronted about other credit not on website, but an agent did offer, she said she never mentioned about website. She does not even know what she was talking about and Virgin Plus does not take any responsibility of any misinformation provided to customers. Over promised but they don't care.

Scammers company, raise prices 3x times in half year and always came with same excuse that world is more expensive now so they have to increase too.

If I could give zero stars, I would.
My experience with this company has been a mix of confusion, inconsistency, and complete disregard for the customer. The first year went smoothly, but from the second year on, it felt like I was stuck in an endless loop with support. Prices randomly increased, I called and was told it was a mistake, next month, even higher. Every time, a new excuse. It’s like there’s no system, and definitely no manager who knows what’s going on.
Honestly, it feels like this company has no management at all,or maybe the manager is just wandering around back alleys looking for their own internet signal. Because here, promises mean nothing, and customers are just numbers on a bill.
If you’re looking for internet that surprises you every month with a new charge, go ahead and sign up. But if you value transparency, consistency, and basic respect, do yourself a favor and look elsewhere.

Oh, Virgin Plus… where do I start?
You know that friend who always promises they’ll pick you up at 8, but shows up at 9:30 with a latte and no apology? That’s Virgin Plus.

The “Plus” must stand for Plus dropped calls, Plus slow data, Plus customer service that’s basically a group chat of people shrugging. I’ve had romantic relationships last longer than it takes their reps to “look into it.”

I’ve tried to be patient. I’ve rebooted my phone more times than I’ve rebooted my own motivation in life. I’ve spent hours on hold listening to music that makes elevator tunes sound like a symphony. And still—service that’s about as reliable as a weather forecast in Canada.

If you enjoy paying for frustration, Virgin Plus is your soulmate. If not, run. Run like your 1% battery life depends on it.

WORST SERVICE EVER!I LOST INTERNET FOR 3 DAYS AND ALL THEY KEPT SAYING IS "I AM SORRY. STAY AWAY FROM THIS COMPANY.
DAY 1: THERE WAS AN OUTAGE
DAY 2: STILL NO INTERNET
DAY 3: STILL NO INTERNET AND WAS TOLD A CHEQUE OF $88 WILL BE MAILED TO ME.
BY THIS TIME I HAVE USED UP MOST OF MY DATA,LOST WAGES BECAUSE I HAVE NO INTERNET TO WORK AND I AM SUPPOSED TO BE HAPPY WITH THE POCKET CHANGE THAT THEY OFFER ME.

PLEASE I AM BEGGING YOU, IF THEY'RE EVEN OFFERING THIS INTERNET FOR FREE, DO NOT TAKE IT.
Date of experience August 3 to present
ANGRY CUSTOMER

Zero customer service
I have called so many times, but there is no one to answer my problems.

Absolutely the worst service I’ve ever experienced. Virgin Plus is a complete disaster. Their customer service is useless, their agents are rude and unhelpful, and worst of all—there is NO WAY to reach a manager when things go wrong. You can try, beg, escalate—they’ll just ignore you or bounce you around in circles.

I’ve never dealt with a company that cares less about its customers. They treat people like garbage, offer zero support, and make it impossible to resolve anything.

Zero stars. Zero service. Stay far, far away.

Virgin Plus should be ashamed of how badly they treat people.

Virgin Mobile – 0/5

I had a 2-year contract with Virgin and kept checking their website to know when it would finally end. The site always showed the date and the amount I’d have to pay if I canceled or upgraded early.

One day I logged in and saw it said $0 due. So I figured it was finally over. Since Virgin never gives decent deals to renew, I decided to switch to Freedom.

Then on my next bill, I got charged $67.24 (Financed Amount Balance) out of nowhere. That caught me off guard.

I called them, and they just said the website doesn’t make mistakes and there was nothing they could do. I emailed them and later got a call from the Virgin Plus Executive Office, but it was the same story. No help. No refund. No care.

What really frustrates me is that their website gave me wrong info, and I’m the one who ends up paying for it. And for $67.24, they’d rather lose a customer than do the right thing. The amount was already taken from my account.

I won’t be recommending Virgin to anyone, and I’ll be moving my other accounts elsewhere too.

0/5. Never again

Horrible customer service 0 loyalty for customer and break promises I bought a phone line on promotion but after 6 months they cancelled the promotion put it up to regular price. No loyalty at all and it’s fraud and lies scamming people to buy their promotion.

I’ve had issues with this company for years. Constant connection drops, empty promises of increased speeds that never happened, and useless technician visits that never solved anything. I even changed my modem four times — nothing helped.

They finally agreed to refund me for 2 months, and after I opened a complaint about the supervisor's bad attitude, they promised to refund a third month and assured me there would be no more charges on my card.

Well, surprise — a charge of $49.44 was still processed a few days later.

In the end, I was supposed to get refunded for 3 months plus the extra charge… but I only got $88.99 back. That’s less than two months.

I spent hours on the phone with them. Their customer service is useless, their internal notes are never accurate, and they don't take ownership of their mistakes.

I was a loyal customer for years. But when things go wrong, they’re nowhere to be found. They take your money every month, but fixing issues? That’s apparently too much to ask.

I finally switched to Ebox in May — no more connection issues since day one.

Do yourself a favor: skip the headache and go with another supplier!