virginplus.ca Arvostelua 

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!

my dad is with virgin and cant update his credit cart info because sight it blowing 404 erorror worst custmore serves ever ceo needs to fire all it technisions and get new more intellengent people that cant take a credit card over the phone and update on there end sorry can't spell woth a crap

I decided to look for a phone, with 0 down payment, I decided to move forward with an application and after giving my bank information which was the only personal thing they asked for, i was approved and later received an email saying i would receive my parcel, next day I received an email they needed clarifying details, its the fraud department…. Asking for 700$ for the phone, as im on the phone, i told the fraud department this was a 0 down payment phone, i saw all the details before i had submitted the application, now im left with no phone and bank information exposed, major fraud issue, this is something that should be brought before a judge of improper use of a companies power, BE AWARE EVERYONE

I called Virgin Plus two days ago on July 9, 2025 to clarify my latest bill and while that was clarified, the customer service agent quickly jumped into, sir. We can offer you Internet and TV services for an amazing deal blah blah blah. So he basically he basically Strong-armed me into an installation happening on July 18 for Internet and TV services after thinking about it two days later I called to cancel. And two customer service agents asked me for the order number which I did not have and they both told me well. You need your order number for us to cancel your future service installation. They were very adamant and belligerent and did not help me cancel the order. I was very upset and so I called Virgin Plus a third time and guess what I found a way around it to talk to a third colleague and he helped me cancel the order that was still get this pending. So I told him I want to cancel and I told him I do not wanna speak to anybody else because he was trying to get me to hold the line and speak to a specialist and I said no no no John just simply cancel the pending order Blah blah blah. Hey Virgin, hey Mr. Branson, hey Bell mobility Canada, you need to figure out how to improve your customer service and when a customer says no it’s no do you understand you guys are so disappointing. I cannot believe you’re still in business anyways have a great day.

One of the horrible customer service. The charging method was unacceptable ( charge 20$/ 135MB). Very unfair practice. Virginplus will send an notification. Immediately , they will charge you even if you do not use the phone. This is kind of day time robbery. Trick you to charge the money

Avoid Virgin Plus at all costs. They hit me with a connection fee I never agreed to, then flat-out refused to take responsibility when I raised the issue. Their customer service is disgraceful — the escalation team did nothing, and an agent actually told me to “do what you want” instead of resolving my complaint. This company is unprofessional, untrustworthy, and has zero respect for its customers. I would never recommend Virgin Plus to anyone. Save yourself the frustration and take your business elsewhere.

Très mauvaise expérience! J’ai changé de fournisseur Internet depuis décembre 2024 (avec Bell), mais Virgin continue de me facturer 57 $ par mois depuis, soit pendant 6 mois. Je n’ai reçu aucun avis, aucun message, et on me refuse le remboursement sous prétexte que je n’ai pas appelé pour annuler.
C’est inacceptable de continuer à charger pour un service non utilisé. Aucune compassion, aucun sens du service client. J’ai dû appeler plusieurs fois et on me répète simplement "c’est votre faute".
Faites attention si vous changez de fournisseur, car ils ne ferment pas automatiquement le compte, même si vous ne consommez plus rien. Très mauvaise expérience.

Just giving one star because there’s no option for none.
I’m stuck with a home internet that started cheap and now it’s extremely expensive. Have moved out and the modem is off. But they’re avoiding cancelling my account because I don’t have a pin. I tried to log into my account while on the phone with the customer service and somehow didn’t work. He denied closing my service because I can’t prove I’m myself. He needs way more information than anything they ask you when you’re trying to open one.
I’m stopping by the store today after work and if it doesn’t happen, I’m suing them.

If I could give minus 5 I would. AN ABSOLUTE NIGHTMARE. bell gave me a « deal » to switch. Nightmare to set up. Gave up (I have multiple university degrees the instructions are incorrect and clearly incorrectly translated from another language.
Then I could not return the modem. No one on customer service can speak intelligible english therefore Impossible to communicate and impossible to understand them. I got three different stories from 3 customer service people. And I still do not have a resolution ….

One week later I still have no internet, a modem i have been charged for that does not work. and I am still unclear how to return said modem. I will be taking the one hour drive ( time off work) to a bell store to return a modem I did not want in the first place…..I just wanted bell to charge me a reasonable rate for internet as I thought 150$ a month was excessive
And how do I return the modem that was impossible to install? (Involved complicated wiring and cutting into the wall… and that was just for starters) Still unclear and I could not get a straight answer.
Save yourself DO NOT SIGN UP WITH VIRGIN !!!! Nothing but complications

I will say it again STAY AWAY FROM THIS SERVICE. An absolute nightmare. Say they are Canadian yet I did not speak to a single Canadian throughout this nightmare. Off shore customer service that barely understand the basic requests.

Things went steady up until I fully paid off my phone. At one point I got an overcharge of $200+ on data when I didn't even have my data turned on.

I began paying them extra to BLOCK it, but regularly enough there would be months where I'd be charged for using data. I called them every single time to fix it and they would, but it would keep happening. Recently my usual monthly payment got raised to almost the same amount I was paying my phone off and that's the last straw. I'm not calling for the 24th time with questions as to why etc, etc.

I am fed up now and will be going through every process to switch as far away from Virgin Plus as possible. Terribly frustrating customer service, sleazy tactics, just plain horrible experience.

Can't be fixed, higher ups are too afraid of making big changes. Better off finding another service.

Never had such a hard time to swap cell phone carriers. Spoke to a rep. Told me I had to go to the store to validate my ID. Went to the store. Rep validated my ID and said I need to speak to Virgin to complete the order. Spoke to virgin to complete the order. Told me it's getting processed and I will get an email to port over my number. 5 Hours go by and never got the email. Call Virgin. Can't find my order number. Asks me to submit another credit check and to go back to the store to validate my ID. Unreal. Bullet dodged.

Heavy overcharging and hard to get in contact with customer services.

My modem stopped working so I went to Shopper's World in Brampton to exchange it for a new one.
John and Mani were so helpful. They had the modem I needed and Mani even added the Virgin app to my phone to complete the process! John had a wonderful sense of humour and they were both a pleasure to deal with. my new modem hooked up without any issues.

called customer service regarding my cell phone battery overheating it was so hot i dropped it and the screen cracked now they want 500 to replace it my phone is a week old.
had the run around all day yesterday for 9 hours and got nowhere the girl gave me pure attitude and told me to try and get her fired i have her name and employee number

We've been with Virgin for 10 years, phone and internet. In last 2 months I had to use VPN to watch IPTV apps because they started blocking them in the evenings and weekends. Called 3 times and always tell me they are not blocking anything, even when I tell them I use VPN. It was all great till recently when they started offering their tv and I declined. I'm never going back after the contract is finished.

I’ve been on the virgin phone plan for over a year. I switched from Telus who was charging me double what I’m paying now with more gigs of data. Originally, I used my old phone but I wanted to upgrade. I saw that they offered pre owned phones for a very good price. I wasn’t sure what to expect when it arrived. It was labelled as very good condition but to my surprise, it was like brand new. The screen and camera were completely free of cracks and scratches, which leads me to believe that they were replaced. The battery health was also at 100%. Even though I had to upgrade my phone plan, there were discounts offered so overall, I’m paying an extra $14 per month for 24 months which includes my new to me phone. It’s totally worth it to go from an iPhone 11 Pro to a pre owned like new 14 pro 256g.

I’m very glad I made the switch to virgin and it has saved me so much money for the same level of service I was getting from Telus.

Horrible customer service and app is super difficult to navigate.

Moved into a new place and went with Virgin Plus based on some good things I’d heard about their internet quality and price. The install was supposed to happen on April 1st, but we got a call on March 28th saying there was an issue with the terminal and that someone needed to fix it first.

Fast forward to April 15th — that’s almost two weeks past the install date — and after four phone calls, we still haven’t been given any clear updates on timelines, what the issue actually is, or when we can expect service.

It’s been an extremely frustrating process. In today’s world, especially with remote work, internet is absolutely essential — and having to hotspot off my phone for everything during this time made things even more difficult.

Ended up going with a competitor and had internet installed within 3 days of signing up.

Awful internet!!!!!!