Virgin Plus IP Relay

Getting Started

Eligibility and registration 

Virgin Plus IP Relay is a free service available to all Virgin Plus subscribers.

To register for Virgin Plus IP Relay, you will need:

• A valid Virgin Plus phone number

Fill out the registration form while paying special attention to the Service Limitations and emergency address information. Your registration confirmation will be sent to the email address saved in your My Account profile. Please save a copy of this email as it contains your Virgin Plus IP Relay access number and other important information.

Access Virgin Plus IP Relay Registration form

Heads-up! "Call me" cards provide simple instructions on how to reach you through the Virgin Plus IP Relay service. Download and print your own cards to hand out to friends, family and those you do business with.

Charges and Billing

There is no charge for using Virgin Plus IP Relay to place calls within North America. Operator-assisted directory assistance (4-1-1) is also available free of charge.

Long distance charges apply for calls overseas. These calls are billed to your Virgin Plus cell phone service based on your long distance calling plan and applicable discounts.

When you place a call through Virgin Plus IP Relay, the first part of the call travels over the Internet. Therefore, if charges apply, they will be charged based on your Virgin Plus cell phone number no matter where you are physically located.

Collect, person-to-person, third-number billing and Calling Card™ calls are not supported. Calls to 1-900 numbers are not supported.

Prepaid cards are supported. Please provide instructions to the operator before placing a call using a prepaid card.

Virgin Plus IP Relay operators do not have access to your Virgin Plus billing information, but can help you contact the appropriate department.

System and technical requirements

To use Virgin Plus IP Relay, the requirements are:

PC requirements:

• A computer with a supported Windows or Mac operating system
• A broadband Internet connection with a download speed of at least 1 Mbps
• A supported web browser

Wireless smartphone requirements:

• Smartphone with QWERTY keyboard
• Web browser supporting AJAX and Javascript
• Please refer to your smartphone user guide for more information

Virgin Plus IP Relay allows you to make calls from any computer or mobile device that meets these requirements – even in an Internet café, using a public Wi-Fi hotspot or with a wireless enabled laptop. You do not need any special equipment or software.

Accessing Virgin Plus IP Relay

Data callers (data to voice):

Access Virgin Plus IP Relay

Access Virgin Plus IP Relay Registration form

Voice callers

Ontario and Quebec: 1 888 735-2921

Call this number to connect with a Virgin Plus IP Relay operator, who will relay your call to a registered Virgin Plus IP Relay user.

Account Management

Your Virgin Plus IP Relay service is tied to your Virgin Plus cell phone service, and remains active as long as you have a valid Virgin Plus cell phone number. If you cancel Virgin Plus cell phone, your Virgin Plus IP Relay service will also be cancelled.

The 9-digit number you received by email is your unique Virgin Plus IP Relay access number. To receive calls through Virgin Plus IP Relay, you will need to provide this number to your friends and family.

To change your Virgin Plus IP Relay preferences:

1. Go to virginplus.ca/IP_Relay
2. Log in using your IP Relay access number and password.
3. Update your emergency address on the "Emergency Address Confirmation" page.
4. Once on the IP Relay application, go to the Preferences page.
5. Modify your preferences.
6. Click Save changes.

Information for Data Users

Placing a Virgin Plus IP Relay data-to-voice call

1. Go to virginplus.ca/IP_Relay
2. Log in using your IP Relay access number and password.
3. Type in the area code and number you would like to call.
4. Type in any special instructions for the operator.
   • Although this is not mandatory, providing relevant information will help the operator assist you as efficiently as possible.
5. Click the Call button.
6. You will be greeted by the operator as soon as a connection is made.
7. The operator will dial the number. There may be a pause, or the operator may ask you to hold, as the call is placed.
8. The operator will let you know when someone answers the call (i.e. "John is on the line, GA").

When you make a call, your 10-digit Virgin Plus phone number will be displayed on the other person's caller ID screen. View a list of common relay abbreviations.

Answering an incoming voice-to-data call 

You must be logged in to your Virgin Plus IP Relay account to receive calls. A visual notification will appear on your screen indicating that an operator is trying to reach you.

If you are not logged in, or if you choose to ignore an incoming call, the caller will be able to leave a text message. Messages will be displayed on your Make a call page.

Placing emergency (9-1-1) calls

Important: Emergency calls made using Virgin Plus IP Relay have limitations. It is strongly recommended that you use other traditional methods of placing an emergency call, if available, instead of using Virgin Plus IP Relay.

Should Virgin Plus IP Relay be your only means of signaling an emergency, follow these steps:

1. Go to virginplus.ca/IP_Relay
2. Log in using your IP Relay access number and password.
3. Click the Emergency button. You will be connected to a Virgin Plus IP Relay operator.
4. The operator will ask you to provide information about your location and situation.
   • If you become unresponsive or cannot type, your registered emergency address will be used as a last resort. Please keep it updated at all times.
5. The operator will then route the call to the appropriate emergency response centre.

Other important information:

• Only use the Emergency button in case of a real emergency.
• A 9-1-1 or emergency call can be made using Virgin Plus IP Relay only if the call is initiated within Canada.
• Virgin Plus IP Relay offers Basic 9-1-1 service. This means the operator will always ask for information about your location and situation before completing the emergency call.
• The emergency address on file will only be used as a last resort.

Placing Voice Carry Over or Hearing Carry Over calls

• Voice Carry Over (VCO) lets you speak for yourself, while a Virgin Plus IP Relay operator types what the other person says to you.
• Hearing Carry Over (HCO) allows you to hear what the other person is saying, while a Virgin Plus IP Relay operator speaks for you by reading what you type.

To make a VCO or HCO call using Virgin Plus IP Relay:

• Go to virginplus.ca/IP_Relay
• Log in using your IP Relay access number and password.
• Type in the area code and number you would like to call.
• Using the Instructions for operator field, inform the operator that you would like to make a VCO or HCO call. Include a phone number where the operator can reach you.
• Click the Call button.
• You will be greeted by the operator as soon as a connection is made.
• The operator will call you on the phone number you provided (or ask you to provide one if you have not done so yet).
• The operator will ask you to activate three-way calling and dial the number you would like to reach. Normal long distance rates and any other charges related to three-way calling will apply.
• The operator will let you know when someone answers the call (i.e. "John is on the line, GA"). Please allow for a brief pause as the operator may need to explain Virgin Plus IP Relay, VCO or HCO to the other person.
• The operator will let you know when the other person is ready by typing "GA".

General tips for Virgin Plus IP Relay users

• When calling a large corporation or placing a food order, provide details in the Instructions for operator field in the pre-call web form. For example, provide the extension of the person you are calling.
• If the person you are calling is already familiar with Virgin Plus Relay, inform the operator at the beginning of the call or type it in the pre-call web form.
• You can leave messages on answering machines and voicemail systems with Virgin Plus IP Relay. For your call to be returned, mention that you have called using Virgin Plus IP Relay and leave the Virgin Plus IP Relay phone number (1 888 735-2921) along with your 9-digit access number.
• Keep your online Virgin Plus IP Relay address book updated so you can easily find contact information.
• Save a copy of your Virgin Plus IP Relay registration confirmation email. It contains important information like your access number.
• To make a call in a language other than your default language, please tell the operator at the beginning of the call or type it in the pre-call web form. This will ensure you are able to complete your call, in the language of your choice, as quickly as possible.
• Keep your emergency address updated at all times.

General tips for voice users

• Speak directly to the Virgin Plus IP Relay user, not the Virgin Plus IP Relay operator.
• Talk a bit more slowly than usual as the operator is typing word for word what you are saying.
• Spell names.
• Always say "go ahead" when you are finished.
• Always wait for the Virgin Plus IP Relay operator to say "go ahead" before speaking.
• Let the operator know at the beginning of the call if you are familiar with the service. If you are familiar with Virgin Mobile Relay service, it should be an easy transition to Virgin Plus IP Relay.
• Make sure to have the 9-digit access number of the person you are calling. It is the only way the operator can find them. First and last name is not sufficient.

***Common TTY abbreviations

ANS – answer
BRS - Bell Relay service
CA - communication assistant (relay operator)
CC - close-captioned
GA - go ahead
GA OR SK - go ahead if you have more to say but I'm finished
HCO -Hearing Carry Over (relay service)
HD – hold
HOH or HH - hard of hearing
INFO – information
IP RELAY - Internet Protocol Relay service
KIT - keep in touch
OC - open captioned
OPR – operator
SK - stop keying (end of call)
SKSK - hanging up
TERP – interpreter
VCO - Voice Carry Over (relay service)
VRS - Video Relay service
XXX – mistake