How can we help you?
We're here to help! Get the answers to your questions about everything including phones, plans, billing, coverage, long distance, roaming and more.
- Members Top FAQ
- Before You Join
- Getting Started
- My Account Support
- Bill and Usage
- Phone Support Warranty and Repairs
- Coverage Long Distance and Travelling
- Plans AddOns and Services
- Prepaid My Account Support
- Get in Touch
- Dual SIM
You’ve got questions, we’ve got answers. Take a look at the most frequently asked questions by our Members or pick a topic over on the left.
Members' Top FAQ:
Are there any charges to change my plan?
Here's the deal: You got a discount off the price of your phone based on the plan level (Silver, Gold or Platinum) that you committed to when you hooked up or upgraded.
That means, if you want to switch from a higher plan level to a lower one (say, from Platinum to Silver) then there might be a Plan Level Change Fee.
The fee would be to make up for the difference between the original discount you got on your phone and the discount you would be able to get at the new plan level you want to move to.
When and how can I upgrade to a new phone?
If you’re on a term agreement:
Head to virginplus.ca/phoneupgrade and login to check your eligibility. You can also check your eligibility right on your phone by downloading and opening the My Account app.
If you’re on a Virgin Plus SuperTab™:
You can upgrade your phone at any time, just by paying off your Virgin Plus SuperTab™ balance. When you’re ready for a new phone, head to any Virgin Plus store and we’ll hook you up right away.
If you're a prepaid Member:
You can upgrade your phone at any time by paying the full retail price of a new one, just pop into any Virgin Plus store to see our hot phones.
How can I update my Buddy numbers?
You can change your Buddy List once a month for free! Here's how:My Account app
- Download and open the My Account app.
- Hit the mobile number
- Hit on the Settings icon located at the top right corner
- Hit My Buddies
- To make any changes, hit the number you want to edit
- Make your changes, then hit Save
- Log in to My Account
- Click on My Service at the top of the page.
- Click on My Plan & Features
- Scroll down to Manage Feature Settings. Click Change next to the My Buddies feature.
- Make your changes, pick nicknames for your Buddies, and pick Save
I’m going over my plan usage limit. What can I do?
We have tools to help you track your usage, so you can see if and when you're going to go over your limit. If you're going over a lot, you may want to switch to an awesome plan that gives you the room you need.
What is a credit limit?
A credit limit is a pre-set spending limit for your services that’s applied to your account. It’s decided and agreed on at your first credit check when you hooked up with us.
How much will I be charged if I use my phone outside of Canada?
If you travel outside of Canada you’ll be charged the rates of the country you are in for calling, texting or using data. Check out the US roaming rates and international roaming rates. You can also grab a roaming add-on feature to reduce charges and save cash.
TIP: If you’re using Wi-Fi on your phone when travelling, make sure to turn off data roaming!
When and how will I get my security deposit back?
Your Credit Limit will be lifted and security deposit returned after 6 months of on-time payments in a row.
The security deposit is usually added back to your account as a credit. If you want to get a cheque for it, then wait to get a text message from us saying that your Credit Limits has been taken off and then give Care a shout to ask for a cheque. Before the cheque is sent out, the deposit will be used to pay any balance owing on your account. Also make sure we have the most up-to-date address for you since that’s where we’ll be mailing the cheque to!
Remember, you can update your address online in My Account
Why are collection calls continuing after I’ve paid my bill?
It can take up to 3 days for collection calls to stop after a payment is received.
My bill date has passed, so where is my invoice?
We need a couple of days to pull all of the details together and process your monthly bill. Generally, you’ll get your bill in about 9 business days. After that you can see it online. Once it’s posted online you still have 21 days to pay it, so there’s lots of time to make sure you get that payment in without any late payment fees.
I’ve made a payment, why isn’t it posted to My Account yet?
Payments through your bank can take a bit longer and your bank is the one responsible for processing them. We should get the payment in about 3 to 10 business days. Hang tight!
Before You Join
- New to Virgin Plus? Start here.
- Phone guides and user manuals
- First Bill
- Tracking your usage
- Start using My Account
- Start Using Member Benefits App
- Sign up for e-Bill
- Set up pre-authorized payments
- On Prepaid? Get started here
My Account Support
- Sign up for My Account
- Log in to My Account
- My Account login FAQs
- Download the My Account App
- Manage My Account
- How do I change the name on My Account?
- Account authorization
- My Account app - Tutorial
- My Account on the web – Tutorial
- Check your order status
- Suspending your services due to Lost/Stolen device through My Account
- Restoring your services due to Lost/Stolen device through My Account
- Outage check
Bill and Usage
- Ways to Pay
- Paper bill eligibility
- Understand the Bill:
- Understand the charges:
- Credit Limit
- Track your usage
- My Data Manager
- Add or remove add-on features
- Transfer of Responsibility
- On the Virgin Plus SuperTab?
- Tax Exemption
- Sweet Pay FAQs
Your bill won’t pay itself, but our app makes it almost that easy.Download the My Account app
Phone support, Warranty and repairs
- Using my phone
- Operating system updates
- Basic Troubleshooting
- Lost or Stolen phone
- Upgrade, Trade-in Program and Recycle
- SIM cards support
- Update SIM card on existing Virgin Plus account
- Unlocking your phone
- Warranty and repairs
- Track your shipment
Coverage, Long Distance and Travelling
Plans, Add-Ons and services
- Changing your plan
- Update your Buddy numbers
- 3G data speed plans
- Add-on Features
- Other services
- Member updates
- On the Virgin Plus SuperTab?
- Ending your service
- Wireless Public Alert Awareness FAQs
- Wireless Number Portability
- Internet Traffic Management Practices
Get in Touch
Still need help?
To purchase products or services, or to move your services, call us to speak with an agent.
Or call 1-888-999-2321
For service in Cantonese or Mandarin
Monday to Saturday: 9am -9pm (Local time)
Sunday: 10am - 7pm (Local time)