Basic troubleshooting

Having trouble with your Virgin Plus device? We’re here to help.

Try these troubleshooting steps to try and get your service working again.

Start with the basics

Try these quick and easy solutions to common service issues:

• Restart your device: sometimes the simplest solution is the right answer!
  • Turn off your device
  • Wait five minutes
  • Turn it back on
  • Wait another five minutes

This can often resolve temporary connectivity problems.

• Check for outages and data issues
  • Service outages: using our outage check tool here to see if there are any known outages in your area.
  • Data usage: log in to My Account and check our usage tool to see if you are over your data limit or are being throttled.
• Review Network settings
  • Airplane mode: head over to your device settings and toggle Airplane Mode to ON and then turn it off after at least 10 seconds. This will force your device to reconnect or find a new connection.
  • Mobile Data: Make suer that “Mobile Data” or “Cellular Data” is enabled on your device’s settings.
  • Network Selection: Check that your devices Network Mode is set to “Automatic” to ensure it connects to the correct operator.
• Check your surroundings. Your cellular signal can be weakened by several factors:
• Physical Obstructions: Buildings, walls, elevators, and even being deep inside a structure can weaken cellular reception.
• Environmental Factors: Hills, mountains, dense forests, and large bodies of water can obstruct or interfere with cellular signals.
• Network Congestion: During peak usage times in a particular area, the cellular network can become congested, leading to slower data speeds or dropped calls.
• Distance from Tower: Being far away from a cellular tower will result in a weaker signal.
• Infrastructure Limitations: In some less populated or remote areas, cellular infrastructure might be less developed, leading to weaker or inconsistent coverage.

Advanced Troubleshooting

If the above steps didn't work, try some of these more advanced solutions.

• Update Your Device's Software (OS) 
  • Go to Settings > General > Software Update (iOS)
  • Settings > System > System update (Android).

Updates often include crucial bug fixes and network improvements.

• Re-insert Your SIM Card 
  • Power off your phone completely.
  • Locate and remove the SIM card tray.
  • Gently wipe the card's gold contacts with a soft, dry cloth, and re-insert it securely.
  • Power your phone back on.
• Reset Network Settings 
  • This action clears all current network configurations and restores them to factory defaults.
  • Note: This will also erase your saved Wi-Fi networks and Bluetooth pairings, so you will need to set them up again.
  • Find this option in your phone's Settings menu, usually under General > Reset (iOS) or System > Reset options (Android).

Still not working?

If you've tried all the steps above and your device is still having issues, it's time to contact our support team.

Call Us
From your Virgin Plus phone: Dial 611
From any other phone in Canada: Call 1-888-999-2321
Visit a Service Lounge For hands-on technical support, find your nearest Virgin Plus Service Lounge.