Virgin Plus update on COVID‑19
At Virgin Plus, we are closely monitoring the COVID‑19 situation and are putting in place measures to protect the health and safety of the public and our team members.
As the leading provider of communications services to Canadians everywhere, Virgin is focused on delivering the reliable and high-quality connections that consumers rely on. And we’ve put in place the people and the resources necessary to continue to deliver for Canadians throughout the COVID-19 situation.
As the situation evolves, we will keep you informed of any developments right here.
We're here to help
Assisted Self-Installation and Repair program
We take protecting the health and safety of our team and Members very seriously. We are introducing our Assisted Self-Installation and Repair program. Where possible, our Internet technicians will perform service installations and repairs entirely from outside the home. See more
Essential services
While businesses across the country are closing, Virgin Plus has been recognized as an essential services provider. Our networks and services continue to be available as well as our employees for assistance. See more
our stores
More stores are open across the country. Appointments can be booked online or by calling the store. Walk-in traffic is also welcome. Find a store
Most of our stores will remain open for essential services with appointment and curbside pick-up options.
NETWORKS AND SERVICES
We know the services we provide are critical and all our networks and services remain fully operational. With many businesses asking employees to work from home and the special requirements of public safety authorities, we are ready to add even more capacity should the need arise.
TEAM MEMBERS
We are focused on ensuring the health and safety of our team members and the public. As such, we are:
- Encouraging employees who can work from home to do so, including certain call centre employees
- Implementing extra safety and sanitation measures in our workplaces
- Keeping Virgin Plus employees feeling unwell at home for the recommended period
- Sending technicians in homes only when necessary
- Limiting open stores to a select few for critical needs
MEMBERS
We understand these are challenging times for all Canadians. To help, we have
- Waived extra usage fees for all Internet Members
- Waived Roam Sweet Roam and all pay-per-use roaming fees for all destinations until April 30th, 2020
- Provided flexible payment options for Members facing financial challenges
Our call centres
Virgin Plus has been recognized as an essential services provider by government officials. We are providing more and more Care reps with the tools they need to work from home to ensure they remain safe and healthy while continuing to provide the essential communications services our Members rely on. We remain available 24/7 to provide technical assistance. For all other inquiries, we will be modifying our operating hours to allow our hardworking Care reps the necessary time to rest and adjust to the situation. For details on operating hours, click here.
We continue to recommend that Members use My Account as much as possible as it’s the fastest and most convenient way to manage practically all aspects of your services at any time you choose. We thank you for your understanding.
Quick tips
1. Use My Account
My Account is the fastest and most convenient way to manage practically all aspects of your services at any time, including:
- Add data and other plan add-ons
- Monitor your mobile and Internet usage
- Pay and manage your bill
- Get support for your devices
- Manage your devices
Access My Account here
2. Protect yourself from fraud
There has been a recent increase in phishing scams designed to trick you into disclosing personal information. Please know that Virgin Plus will never ask you to provide or confirm any of the following via text message or email:
- Passwords
- PIN numbers
- Banking information
- Credit card details
To learn more about protecting your security and privacy, click here
3. Clean your phone regularly
Smartphones are considered high-touch surfaces as they are frequently in your hand and in contact with your face. To clean your phone:
- Use soapy water or a wipe with up to 70% isopropyl alcohol (stay clear of aerosol sprays, bleaches or adhesives, which could be damaging)
- Wipe your device gently to avoid scratching or damaging the surface and avoid getting cleaners in your phone’s ports
- Always follow cleaning instructions from your device’s manufacturers
4. Get ready for your technician visit
In order to provide critical installation and repair services to customers while preventing the spread of COVID-19, we have launched the Assisted Self-Installation and Repair program. This program allows customers to conduct a majority of their service needs by themselves with the support and assistance of an on-site Bell technician. To prepare for an assisted self-installation or repair, please consult virginplus.ca/myinstall to review the steps and watch the videos for your specific service need.
Please note that technician visits are limited at this time to ensure all Canadians can stay connected.
Services for which we will send a technician:
- Service repairs
- New service installations, including moves
- The addition of services for existing Members
Services that will be provided remotely or though self-installation if possible (if not, a technician visit will be scheduled once full service resumes):
- Internet service upgrade
THE COVID ALERT APP IS NOW AVAILABLE.
Help protect yourself and your community. Download the COVID Alert app for free to help stop the spread of the virus. The COVID Alert app lets users know if they may have been exposed to COVID-19. Available now in the App Store and Google Play. This is a message from the Government of Canada. For more information contact 1-833-784-4397.
Download now:
More info to help you
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Can I still currently visit a Virgin Plus store?
More stores are open across the country. Appointments can be booked online or by calling the store. Walk-in traffic is also welcome. Find a store
Most of our stores will remain open for essential services with appointment and curbside pick-up options.
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If required, will Virgin Plus Internet technicians still come to my house?
Yes. We’ve already put in place measures such as enhanced sanitation, social distancing and keeping team members who are returning from abroad or feeling unwell home for the recommended period. Likewise, we are screening appointment requests and will not be sending technicians to homes of Members who have recently traveled or who have flu-like symptoms. Finally, our Internet technicians are focusing on critical installation and repair work to ensure Canadians stay connected at the moment.
In addition, we are now going a step further to protect our team members and the public. We are introducing our Assisted Self-Installation and Repair program. Where possible, our Internet technicians will perform service installations and repairs entirely from outside the home. If intervention inside the home is required, our Internet technicians will provide equipment in boxes at the door and guide Members through the necessary steps over voice or video call directly from their service vehicle. To make it easier for Members, we will also be providing step-by-step installation videos and online support. Only when needed will our Internet technicians come into the house. Our Internet technicians and Members will then be asked to practice proper sanitation and social distancing measures.
Remember that non-critical technician visit requests will not be actioned at this time.
Technician visit within a few days. Service performed remotely or through self-install where possible. Otherwise, a technician visit will be scheduled once full service resumes. - Service repairs
- New service installations including moves
- Addition of services for existing Members
- Internet service upgrade
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Are you confident in your ability to continue providing service as the situation evolves?
Yes. In addition to having put in place measures recommended by public safety authorities to protect our team members, Virgin is able to also serve Members throughout Canada wherever they are from the multiple workplaces we operate across the country.
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What happens if I can’t pay my bill by the due date?
We understand Members could be facing financial challenges during the COVID-19 situation. We can help. If it happens that you can’t pay your bill on time, you can set up a flexible payment option in My Account and this will ensure your services remain active.
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What if I want to restore my services that are currently on seasonal suspension early?
The easiest and quickest way to restore your suspended services is by calling 1-888-999-2321 or submitting a request with an e-chat agent.
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Why was a service rate adjusted on my latest bill?
It is possible that service rate adjustments communicated over 30 days ago or previously implemented still appear on your latest bill.
However, given the current COVID-19 situation, we have made the decision to postpone any additional service rate adjustments until further notice.
