As of January 2026, devices and services relying on Virgin Plus’ 3G network in Manitoba are no longer supported. Check your device compatibility and upgrade if necessary.
Starting March 1, 2027, devices and services relying on Virgin Plus’ 3G network will no longer be supported across Canada. To stay connected, check your device compatibility and upgrade if necessary.
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.
Note: Manage your account by signing up for pre-authorized debit. Set up Pre-authorized payments with MyAccount.
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.
If you’re on a term agreement:
Head to My Account and log in 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.
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.
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.
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!
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 Limit 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.
It can take up to 3 days for collection calls to stop after a payment is received.
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.
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!
Check if your current phone is compatible with our network. Check compatibility.
To purchase products or services, or to move your services, call us to speak with an agent.
Or call 1-888-999-2321
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