virginplus.ca Reviews 138

Why didn't I read these ratings before I signed up for Virgin Plus. It is a complete disaster. I signed up for the Canada US Mexico plan and the phone would not work at all in the United States. I spent hours trying to register and change the settings. The virtual assistant is completely useless and then I got to the live bodies and they were completely useless also. So many hours wasted!

Terrible. Terrible customer service ever. I still can't believe who I called with was from the service centre. That staff attitude was not proper AT ALL. I still CAN'T believe it. Vergin plus was the Terrible customer service EVER.

I wish I read this before signing up, they randomly suspend my service. I would not recommend this company for anything.

Despite the wiring from their mother company Bell Canada being already installed and functional, it took 5 attempts - read 5 days of my life, 5 visits, to have a simple connection work. The service is 95% of the time terrible, a non-formal tone is being used on purpose, that's nothing to the litteral fraudulent ways their sales people (at Best Buy in my case, owned by Bell too) to sell you a service with hidden fees and false saving promises. Nothing is worth switching to this terrible corporate entity. Notwithstanding that I was promised a fibre connection - which is available to them a few meter from my gallery I know for a fact having had a tech speaking on speaker with the central but no. Copper wired connection with terrible ping. It gets worse. But my smartwatch is letting me know that my level of stress (read anger) strongly suggest that I leave my testimony at that which I believe is enough. I should have stayed with Bell Canada. Same company. But with respect. And professionals most of the time.

Absolute shit experience from beginning to end. Got virgin cell service and internet in the burlington area and the service was so shit. I couldn't take my work calls, couldn't listen to music at the gym - eventhough they show they have coverage on their online map - IT IS A BOLD FACED LIE. Their recommendation to help me was to use WIFI Assist . When I finally called to cancel a year later, they couldn't send me a shipping label that was accurate to return the modem and sent me to collections for refusing to pay up. I don't want to keep your shit modem. Do NOT go with Virgin for anything no matter how good the offer. Their cell coverage is shit, their customer service is shit - you're better of spending your money elsewhere. I switched back to Rogers and got OXIO for internet. No complaints so far.

Customer service was excellent. I would recommend working with Kajal Sharma and Sid Malvasia. They are lovely people.

This is a horrible place to deal with. Forgot my password to retrieve my phone messages. Sure can't get anyone to help reset the password

They just keep increasing prices and taking away open-ended discounts for no reason. We use less than 3 GB per month and yet we have to take plans offering much more than that. You try speaking with their executive office and they do nothing for you and then ghost you when you ask further questions.

Virgin Plus is now a garbage. Zero network on my phone for almost 2 months but I pay 63.85 dollars monthly. I have been trying to reach customer service but to no avail, not even through chat. Nothing about Virgin Plus is working. The fact that I pay 63.85 dollars and still can't use GPS when driving is a complete rip off. Rubbish! I wil be looking out for another network because I can't continue to let so called Virgin interrupt my work all the time, making me go late to client's visit because the useless network cannot even pick up GPS. Short the trash down. Its not worth it.

No problems for years until I ended their service and had a credit on my account. I also put in change of address with them on line but my account was never updated. They finally updated the address in September, I closed the account in July,still waiting for a refund cheque this is November 28. CCTS took my complaint on it gives Virgin a limited time 20 or so days to pay.
Never in all my years on this earth have I experienced such terrible customer service .
Received the cheque December 2 with the help of CCTS

On November 17th, one of your technicians disconnected my internet cable from the junction box. I was without internet and TV for 4 days and on the fifth day I took day off from work so your technician could come and find your fault. Why should I pay for your irrelevant technician who disconnected my cable?

I’ve had my cellphone with Virgin for several years and what I like best is their consistency and great personal customer service. Most importantly when I have to speak to someone it’s not complicated and I’ve never experienced pushy markers like other providers. Thanks

Liers. That is my opinion of this company. When I setup my account with them (years ago) over the phone, the 20-something sales person lied three times to me. She said 'there will be no hard credit check' (oh really?). She also promised an extra 2gb per month and a 5$ discount on my monthly bill. All lies... You really must get everything in writing before agreeing to any contract. That applies to all companies. Never would have done business with them if I had known how disrespectful they are.

The worst phone service ever and the worst costomer service ever. If you want to experience the worst internet connection and loosing money, get cervice from this Swindler company.

It’s a scam. They get you to call them to “verify information” then demand a security deposit that cost literally as much as the phone itself.

5G service is really terrible. You can be in the middle of town or the city and keep getting told there is no Internet connection. The only way to fix it is to restart my phone. Their new AI assistant at 611 is an absolute joke and very frustrating. No 24 hour customer service which makes absolutely no sense at all. You can be told one thing by one rep and something different by another in regards to the same issue. Drop the "Plus" and put a minus sign there.

I’ve had nothing but problems with this internet provider. The call hold times are painfully long, and when you finally reach someone, the information they give you often doesn’t match what ends up on your bill.

My bills are frequently inaccurate, with unexplained increases and incorrect charges. Trying to cancel the service is nearly impossible — they make the process confusing, and even after confirming the cancellation, they continued billing me (at an even higher rate).

The customer service is poor, and I was repeatedly told one thing on the phone only to receive completely different details in writing. The only time the agents started being honest and transparent was after I began recording the calls.

Overall, this company has shown a serious lack of integrity and accountability. I strongly do not recommend them to anyone looking for reliable service or fair billing.

I’ve been a loyal customer of Virgin for over 10 years, and what does over a decade of loyalty mean to them? Absolutely nothing. I’ve received OK quality service over the years, had some issues, lots have been resolved, though I had quite a few near the end that instead of being resolved, the representatives laughed in my face and/or hung up on me. Completely unprofessional, and when mentioned to another representative upon calling back all you ever get is “I’m so sorry you are having this such bad experience” or “I don’t know why the representative would have given you that information, because I can’t do that” or other BS responses that are designed to run you through the hoops until you’re right irritated. The last straw; I upgraded my device, thru the “self serve portal” online, where the $80 upgrade fee could be waived. I paid $134.40 for a down payment toward my “new” pre-loved” device. I was to receive it in 2-5 days, I received it after 6 days. It arrived way more scratched than what I was expecting to receive for a “pre-loved” device I was paying nearly $700 for. I decided to send it back. But not because of this. When I made the upgrade, their website gave me 2 options for phone plans available. 1 really shitty pay-per-use data plan and one that was 100gb. Nowhere, and I mean absolutely nowhere did it state they were only 4G plans. I transferred my plan from an OK performing 5G 35gb plan to a shitty unresponsive 4G 100gb plan, unknowingly. The rep tells me on the phone that it was sometime last year (2024) that they dropped all 5G services, and the only way to keep your 5G services with them is to NOT MAKE ANY CHANGES TO YOUR PLAN!! When I tell them I would be nice if they advertised that in the process of people “self-serving”. I told them it was complete BS that I was not informed. Their response is “I am so sorry that you were not informed, there is nothing we can do” their famous last words. So I say, after 10 years of loyalty, it means absolutely nothing eh? I say so I can keep my 5G plan I have on my other line as long as a I DON’T MAKE ANY CHANGES. They say “yes”. They still have a few customers running on the 5G network but for all new lines, only 4G services are available. I ask them if I can have my old plan back and not cancel and switch providers, they say possibly, we’ll connect you to our loyalty department and they may be able to do that for you. I get transferred, waste another hour of my time on hold, to be told “I don’t know why they would’ve told you that, because I can’t do that.” It gets even worse. Canada Post has just entered into a strike, for an unknown amount of time. I sent the phone back to them via Canada post, which is the only available option thru the online self serve portal. I call them to say hey, it’s gonna take a while, I need my $134.40 back. I have a tracking number and video proof of what the device looked like prior to me packaging it back up. They keep me on hold and on the line for another HOUR, to tell me “oh sorry, there is nothing we can do, we have to wait for it to arrive at the warehouse.” So then I check my account status and they’ve CHARGED ME nearly $300 for this ONE MONTH BILL…and on that bill it states I was charged the $80..nope sorry $75…UPGRADE PROCESSING FEE!! Like WTAF VIRGIN!?