Preparedness during service Outage or Service disruptions

Use a landline if available. Landlines may operate independently of mobile networks.

Try alternate mobile networks: Some devices may automatically roam to other networks for emergency calls.

Use satellite-enabled devices: Certain phones and wearables can connect via satellite to place emergency calls.

Use Over-the-Top (OTT) apps: Apps like WhatsApp or Signal may work over Wi-Fi if mobile networks are down.

Wireless Public Alerts (WPA): Public authorities may attempt to convey important information through wireless public alerts (or satellite-to-wireless where technically feasible). To ensure your device is compatible with WPA messages, you can visit our WPA FAQs page.

Confirm your device’s emergency capabilities:

• Check if your phone supports satellite or Wi-Fi calling and that Wi-Fi calling is enabled.
• Ensure location services are enabled for emergency responders.

Stay informed:

• Visit Outage check - Virgin Plus for real-time updates.
• Use the MyAccount App or Web portal for personalized outage alerts.
• Listen to recorded messages when calling our support line.

Monitor local government social media accounts and local radio stations for emergency updates and instructions.

Prepare in advance:

• Save emergency contacts in multiple formats (paper, phone, cloud).
• Keep backup power sources (e.g., battery packs) for your devices.

Continuous network monitoring and support:

• Our dedicated team network and field technicians are continuously monitoring, upgrading, repairing and optimizing our network, all with the shared goal of providing Canadians with the absolute best experience. We work with a variety of stakeholders – including power partners, city services, government officials and internal teams – to keep systems up and running.

Real-time alerts via:

• SMS
• Email
• App push notifications

Cross-network support:

• Canadian carriers may back each other up during outages to maintain emergency access where technically feasible.

Updated information:

• This page will evolve as technologies and emergency protocols change.

• Emergency calls are prioritized over other traffic during congestion where technically feasible and may, depending on circumstances, still function during an outage. However, only attempt to call 9-1-1 during an actual emergency.