Accessibility Centre.
WHAT IS ACCESSIBILITY?
Accessibility is what we’d like to offer you. Virgin Plus provides services to Members who self-identify with a disability that prevents them from completing daily tasks easily. These include visual, hearing, cognitive, speech or physical impairments.
WHO CAN RECEIVE ACCESSIBILITY SERVICES?
If you have an accessibility issue, we’ll gladly work with you in the style you like to make your Member experience more enjoyable.
HOW CAN YOU GET ACCESSIBILITY SERVICES?
If you’re a new Member (welcome!), you can set up your services at any Virgin Plus store. If you would like to add or change an Accessibility service on your account, contact the Care team at 1-888-999-2321 and ask for the Accessibility Services Centre. You can also contact the Accessibility Services Centre at accessible@virginplus.ca.
Accessibility Add-On
Virgin Plus offers a complimentary 2GB per month data add-on for qualified postpaid Members with accessibility needs. The add-on is paired with your existing smartphone rate plan with data.
The add-on provides additional data in light of the increased data needs associated with the use of video calling, GPS/way-finding tools and other apps that assist with daily living.
To qualify, please contact the Accessibility Services Centre at accessible@virginplus.ca (we’d love to hear from you!)
SERVICES OFFERED
Alternative Formats
We’ll send you your service agreement in another format, including Braille, Audio CD, e-text CD and Large print.
Extended You'll Love Us Guarantee
We’ll lengthen the period we normally give Members to change their mind, which is 15 calendar days from the commitment start date to return their device. If you are a person of disability, that extends the You’ll Love Us Guarantee period to 30 days from the commitment start date. For all returns, conditions do apply. Check out our Returns, Warranty and Repairs page for conditions and more info.
Text with 9-1-1
When you dial 9-1-1, the 9-1-1 call centre is notified that they need to communicate with you using text (SMS) instead of voice. The 9-1-1 call centre will then initiate text messaging with you to address the emergency. Register for T9-1-1
Call Display
With Call Display, the name of the person calling appears on your phone screen, so you can see who’s calling (and decide if you want to answer or not).
E-Chat
We offer Members support through E-Chat, an instant-messaging type of chat, on virginplus.ca. No calling required. Click here.
Voicemail to Text
This service converts your voicemail messages to text messages (nice!) and delivers them to your phone so you can read them.
Care Assistance
We’ll help you call the right people. Care representatives will place local calls and navigate Interactive Voice Response (IVR) systems on your behalf, free of charge. We’ll also take care of the surcharge on Care-assisted long distance calls.
Directory Assistance
If you're visually impaired, you can contact 411 and be connected to the number you're looking for. Heads Up! A $2.49 connection fee will be charged, but once you get your bill, please give Care a call at 1-888-999-2321 and ask for the Accessibility Services Centre, and we'll remove the fee if you have a self-identified accessibility requirement. Other standard usage fees, like airtime charges and long distance charges, also apply.
Phone Features
We carry phones that offer a variety of features – like talk to text, speaker phone, predictive text input, voice dialing and more – which might help make things more comfortable for you. To help you figure out if a certain phone is the ideal match for your needs, we’ve posted the user manuals for each phone we carry, which list each phone’s features. Already have a phone? Check your user manual to discover what your phone can do for you.
Message Relay Services (MRS)
Virgin Plus currently offers two types of message relay services (MRS): Teletypewriter (TTY) relay service and Internet protocol (IP) relay service. Message relay services enable people with a hearing or speech disability to make and receive telephone calls via text with the assistance of a relay operator. In an MRS call, the relay operator communicates with the person who has a hearing or speech disability via text and with the other party via voice.
Teletypewriter (TTY) Relay Service
The Virgin Plus TTY Relay service supports communication by phone between hearing people and people who are Deaf, deafened, hard of hearing, or those with speech disabilities. Professionally trained operators act as intermediaries to facilitate the call. Virgin Plus Relay operators are available 24 hours a day, 7 days a week. Calls placed through the Virgin Plus Relay service are also entirely confidential. Virgin Plus Relay operators follow a strict code of ethics. No record of conversation content is retained. Learn more
IP Relay
IP Relay enables deaf, hard of hearing or speech-impaired (DHHSI) individuals to place and receive text-based relay calls from their personal computer (PC) and/or mobile device. An IP Relay operator will connect an IP Relay caller to a voice party. All calls are strictly confidential. All you need to use Virgin Plus IP Relay is a PC and/or mobile device with an Internet connection. Learn more
Video Relay Service
Video Relay Service (VRS) is a free service provided by Canada VRS that helps people who use sign language to communicate with voice telephone users. VRS callers are connected by video with a sign language interpreter who provides real time interpretation for telephone calls. Virgin Plus Members using VRS on a mobile network within Canada will not be charged for data associated with using VRS. Important: Please be aware that there are 9-1-1 limitations associated with VRS. Visit the Canada VRS website for important information about these limitations and how VRS works with 9-1-1. To register and learn more about VRS, visit Canada VRS’ website.
ACCESSIBILITY APPS
SEEING AI APP
What is the Seeing AI app?
The Seeing Al app is designed for the blind and low vision community. The app helps users navigate by narrating the world around them. The app describes people, objects, scenes and colours, and reads text. Seeing AI is available free of charge for all Virgin Plus members with an Apple device.
How does it work?
The Seeing Al app uses artificial intelligence to turn the visual world into an audible experience. Simply hold up your device and Seeing Al will give you short descriptions about everything around you.
What can you do with the app?
You can use Seeing Al for a variety of purposes, such as describing people’s expressions, reading documents and signage, and identifying objects.
The latest ability added to Seeing Al is identifying currency bills and describing the images of other apps on a mobile device.
How much does it cost?
With an Apple device get the Seeing Al app free of charge.
What devices are compatible with this app?
Seeing Al is compatible with Apple devices operating on iOS 10 or higher with an active Virgin Plus SIM card. Compatible with iPhone, iPad and iPod touch.
How do I get the app?
Using a compatible Apple device, simply download Seeing Al from the Apple App Store. The aid of a sighted person may be required for the initial download.
BLINDSQUARE PROMO (FOR iOS DEVICES)
What is the BlindSquare Promo app?
BlindSquare Promo is an accessible GPS-app, specifically designed for low vision and blind users to help them travel independently. The app describes the surrounding environment, announces points of interest and street intersections as you travel around. BlindSquare Promo is exclusively available on iPhone, iPad and iPod Touch devices.
How does it work?
The BlindSquare Promo app announces points of interest, intersections and user-defined points through a dedicated speech synthesizer. BlindSquare Promo determines your location using your device's GPS capabilities - it then looks up information about your surroundings and employs unique algorithms to determine the information most useful to you. It does not require a user to touch buttons on their device screen as many functions can be activated using the physical buttons of your headset or Bluetooth speaker.
What can you do with BlindSquare Promo?
You can use BlindSquare Promo for a variety of purposes including finding the most popular coffee shop within a nearby radius, or to find the nearest bank or transit stop. By simply shaking your device, BlindSquare Promo notifies you of your current address, as well as information about the location of the nearest street intersection and venues around you. BlindSquare Promo will periodically announce the distance and direction while you are traveling to a specific destination.
How much does the app cost?
Virgin Plus Members with an iPhone, iPad or iPod Touch get the BlindSquare Promo app at the exclusive price of $9.99 plus tax (retail value $54.99). Data charges will apply if you download the app outside of a Wi-Fi area.
Good to know:
BlindSquare Promo is compatible with devices running iOS 9.0 and later with an active Virgin Plus SIM card.
With new BlindSquare activations. Exclusive price available for a limited time only.
How do I get the app?
Using a compatible Apple device, download and purchase the app from the Apple App Store. Please note the aid of a sighted person may be required for the initial download.
VIDEO RELAY SERVICE
The Video Relay Service (VRS) app enables people who are Deaf, hard of hearing or speech impaired to communicate with voice telephone users with the help of an interpreter. Virgin Plus Members using VRS on a mobile network within Canada will not be charged for data associated with using VRS.
There are 9-1-1 limitations associated with VRS. Please see the Canada VRS website for important information about these limitations and how VRS works with 9-1-1.
How does it work?
Video Relay Service (VRS) helps people who use sign language to communicate with voice telephone users. Sign language users can access VRS through an app on their computer, tablet or smartphone using a high-speed Internet connection. When they place their call, an interpreter appears on the device’s screen. The operator then places a voice telephone call and relays the conversation. The sign language user can sign to the interpreter, who speaks the message to the recipient. When the recipient responds, the interpreter relays the message back in ASL or LSQ.
How much does it cost?
The app is free. Virgin Plus Members using VRS on a mobile network within Canada will not be charged for data associated with using VRS.
How do I get the app?
iOS or Android: Search for Canada VRS in the Apple App Store or Google Play Store.
WHAT ARE YOUR RIGHTS?
Watch the following videos to learn more about your rights as an internet or wireless customer. Videos are presented in American Sign Language (ASL) with English captions and an audio voiceover.
For internet customers:
- Click here to learn how the Internet Code enhances consumer protections for Internet customers.
For wireless customers:
- Click here to learn about how the Wireless Code enhances consumer protections for Wireless customers.
Still need help?
-
LET’S CHAT
- Chat with us
-
Say Hello
- Find a Store
- call us
- 1-888-999-2321
and ask for the Accessibility Centre
ACCESSIBILITY FEEDBACK
Provide feedback or request an alternate format
To provide accessibility feedback pursuant to the Accessible Canada Act, or to request a description of our accessibility feedback process in an alternate format, we recommend that you use our accessibility feedback online form. You can also contact us in any of the following ways.
Email us at accessible.feedback@virginplus.ca
Call us at
1 866 310 1092
Contact us using TTY at
1 800 268 9242
You can submit your feedback anonymously. However, we may be able to better serve you if you provide your name, phone number, province and other details. This information will not be shared with any third party. By contacting us, you agree to the collection, use and storage of your personal information provided to us for the purposes of responding to you and improving our services.
The designated person responsible for receiving accessibility feedback is Faye Katsaros (VP, Customer Operations, Care).
Descriptions of our accessibility feedback process are available in the following alternate formats: print, large print, braille, audio format, electronic format, or other agreed-upon formats.
