Reviews

This profile includes reviews for Virgin Plus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Virgin Plus

  Private Toronto, ON M5V 2T3

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  Virgin Plus

  13450 102 Ave Surrey, BC V3T 5X3

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  Virgin Plus

  4567 Lougheed Hwy Burnaby, BC V5C 2Z6

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  Virgin Plus

  4800 Kingsway Burnaby, BC V5H 4J2

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  Virgin Plus

  610 6 St New Westminster, BC V3L 3C2

Review Details

• Review fromYanique P

  Date: 01/04/2023

  1 star
  I have been with virgin plus for no more than 6 months. Within that 6 months I have had billing issues for 4 of them. While they corrected my billing concerns, they proved to be dissatisfying as a service provider for me. On March 31st, I decided to cancel my cell service as I had gotten yet another month of overages. I didn't want to fight about it this time, I simply bought the $25 add on for the extra 2gb to cushion my bill and proceeded to head to ******* ******.
  I went immediately to ******* ****** and change the sim in my phone and got a temporary number so I would not receive another charge. After about 5 hours my phone number had not been ported out by Virgin and then began a stream of problems.
  I called a total of 4 times requesting a manual port out and the first agent told me I had no phone with them.
  I asked for a supervisor who says the account number was wrong. Very well, updated my account number. Asked them for a manual port out, they said to call *******.
  I called ******* and they told me I had no line with my number yet Virgin needs to let go of the number. So I called Virgin again, Virgin told me the port out request was cancelled by their agents. I would need to start over again and to call *******.
  It took me two more tries after that, and frankly I am disgusted. I had to get ******* and Virgin on the line together because Virgin agents refused to do their job correctly.
  Keeping in mind I was still using a temporary ******* ****** number from 1pm until 7:30 pm.
  At 10:00pm, I received an email from Virgin Mobile saying I exceeded my data and incurred 50$ worth of charges.
  Please explain how? I never had the sim card in my phone the last activity I did was put on an add-on and immediately switched the phone within moments.
  I still have home internet with them which I called to cancel today, they've locked me out of my account all together.
  ****** ******* **** *** **** *** ******** ********* ********

• Review fromJane A

  Date: 22/03/2023

  1 star
  Had purchased a u.s. canadian roaming pass when left Canada only to find out that when we went to expand the length of time for usage the plan had expired. We were not made aware of the cancelation to the current plan which should have been the case. Had we have known at some part during our travels that the plan was going to expire we would not have signed up with Virgin. **** ** * ******* **** *** ******** ******** ******** Now they were recommending we go to daily charges which is through the roof when you use your phone daily in the u.s. They clearly have no regard for their customers. I wish the CRTC would expand competition so that this gouging will cease and desist. * **** ***** ********* ****** ** ****** ***** ** ******** Ask when the plan will expire for any plan I would think.

• Review fromvlad M.

  Date: 15/03/2023

  1 star
  I was a Virgin mobile customer for years. I had 2 phone lines for my kids' phones.
  After numerous data overage charges, I decided to leave Virgin and switched services to ******* Mobile because of their excellent promotions that they offered at the time and no data overage fees.
  I called and cancelled my Virgin accounts and asked for the balance owing so that I can clear my accounts.
  Four months later, I received a call from a Collections company stating that I had a balance owing. I thought it was a scam caller at the time and explained that I cleared all outstanding debt with Virgin and not to call me again. ***I never received any correspondence from Virgin prior to that call*** No invoice / bill with outstanding balance, no phone calls from Virgin, NOTHING.
  Several months later, I purchased a motorcycle and was told that it wasn't an issue but there was a derogatory mark on my credit and it was placed there by Virgin. I called Virgin accounting and was told there was a balance of almost $100. I explained that I paid everything and had no idea about any outstanding balance until it was placed on my Credit Report. But to make sure that everything was cleared and in good faith, I will still pay whatever amount is outstanding but to make sure that they remove the derogatory remark from my credit. They agreed to do that.
  It still has not been removed from Credit Report.
  I've made several calls, spoken to Accounting, Collections, managers and in my last conversation, was told by a manager that there was a payment there but it sitting in limbo and hasn't been applied because this was sent to Collections. I was again promised that it would be cleared up and it was a horrible mistake. STILL NOTHING and still on my CREDIT REPORT.
  I've spent an exurbanite amount of time trying to deal with this. Every time I call, I have to re-explain everything and I'm repeatedly promised that it will be dealt with. I'm at my wits end....
  Regards,
  **** *******

• Review fromJohn C

  Date: 12/03/2023

  1 star
  My modem broke and was told they would not fix my service unless I upgraded to fibre. I rent and can not authorize running new wires from the street to the house they then stated they won’t fix my service unless I upgrade which clearly I cannot. When I asked to speak to a manager they refused and hung up on me 4 times. **** ****** **** * **** ******** ** **** ********* *** * ****** ** **** **** ******* * ****** *** **** ******** ******** ******* * ****** ********* ***** ******* **** **** ******** They had no problems putting me on contract for my services and when I moved here 4 months ago they had no problem with providing me internet I see no reason why after four months they claim they no longer can.

• Review fromDimitra B

  Date: 05/03/2023

  1 star
  Never, never again! I was given a song and dance by salesperson at the store that I would not see any difference between my cable internet and Virgin plus internet and TV, and my service would be better, etc., and I should refer friends and family to Virgin Plus and for cell phone and both would receive a referral. Foolishly I believed what I was told, signed up for internet and TV, and referred my daughter also. I now can not record anything, my TV service keeps being interrupted asking for a code, and my internet service keeps being interrupted. Calling for technical support is useless because I spoke each time to someone across the globe who didn't know what this request for a code was because it was not on their list, and then later told me that the reason was that I should buy ***** ** or something else in order to use Virgin Plus TV.
  Then, after waiting for both referrals I called Virgin Plus to inquire when I would receive this credit, and was told that the salesperson lied to me and that he should have submitted the referral at the time we went and my daughter placed her order. I specifically asked the salesperson then, and he said the credit would come to us later and he could not apply it there and then. ** ****** **** ******* *** ******** 

• Review fromFatemeh R

  Date: 24/02/2023

  1 star
  The worst worst worst experience ever, being charged wrongly over and over, spending so much time every week on calling them for different problems without effective answer, confusing application. it took them 2 months to cancel my tv service, and when they cancelled it they canceled the whole account and told me they can not activate it again so i had to do it from the first place and to compensate they told me they are going to send me zero amount for the first bill and credit for the second. And they did not do that so again i called for them to add the credit. Now i can not use the credit for payment and as you imagine i called AGAIN and now they tell me that your account is not valid and you should go visit in person. Every time i call they tell me that they are going to fix it and again i see that nothing has been fixed so call again. How many times should i call for managing an internet .

• Review fromRyan B

  Date: 17/02/2023

  1 star
  ******** ******** ******* *** ************* *******. In January, I processed a HUG for a line that was no longer under contract. Upon completion, the new device was sent to me. I didn't open the box, as I received an email and noticed that the HUG was processed on the incorrect line. I called & spoke to Customer Care. The rep couldn't help me, but promised to call back (this never occurred). I called back 2 days later & was informed about Buyer's Remorse. I was told that because the phone had not been activated, I could return the phone & the plans would remain the same. I followed the instructions, & have documentation of the call placed, which they refuse to acknowledge. The warehouse received the phone on Feb 13th & I have an electronic copy of the signed receipt of the parcel. Upon the warehouse's receipt of the parcel, the phone was not activated. On February 16th, I received an email with a copy of a new plan agreement and an automatic activation for a phone that their warehouse has in possession. I called to inquire about the situation & was told that because I requested an activation on February 16th (which I didn't), they would have to charge me for breaking a brand new contract. The old phone that is still in the presence of the second user, is no longer working. They suggested that I purchase a new Sim card so that they could activate it, and it would be under the new plan that they activated on February 16th. I said no & requested that they cancel my service without being penalized for something I never activated or gave permission to activate. Again the rep refused to do this & refused to pass me onto someone higher who could help. I find this entire situation ridiculous & insulting. Virgin refuses to acknowledge receipt of the phone even though I have documented proof. ** *** ***** ******* *** ****** ** *** **** ** **** ******* I am now forced to commence legal action against them, just to have my services canceled.

• Review fromIyad H

  Date: 04/02/2023

  1 star
  Very horrible experience with them, they forced me to pay 150$ more in the first month so I canceled my contract with them

• Review fromJackie M

  Date: 01/02/2023

  1 star
  This company is horrible. Customer Service is awful. **** **** ******* ** ******* **** *** ***** ******** *** apparently they don’t understand English either. Cause they sure didn’t understand my request. Call and you just bounced around for an hour and then call drops. Awful service

• Review fromHenry E

  Date: 24/01/2023

  1 star
  Awful experience. I bought a phone at *** ***** ***** and got a cellphone plan through virgin.
  Few hours after I decided to return everything as I changed my mind.
  I thought all the cancellation was completed, but few days after They charged me for the full amount of the phone.
  I called them many times and they always said something different.
  Now they are saying the credit will be done until Feb 13th 2023. When I returned everything on November 28th 2022
  Worst customer service.