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Apple iPhone 8

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What You Need to Know


Owned by Bell Canada Enterprises since 2009, Virgin Mobile takes a different approach to adding value than other Canadian carriers. Virgin Mobile members enjoy discounts on products and services, travel deals, early access to tickets for Virgin-sponsored events and exclusive giveaways.

Virgin Mobile offers both postpaid and prepaid services. Postpaid plans currently range from $25 to $100 per month before add-ons and fees. Prepaid plans currently range between $15 and $70 per month. Most Virgin Mobile plans include unlimited weekend and evening calling as well as unlimited text messaging.

If you need a phone, Virgin Mobile’s Silver, Gold and Platinum plans provide an upfront subsidy in exchange for a 2-year term commitment. Want to bring your own phone? Virgin Mobile’s network supports most 4G or HSPA devices.

What’s Good?

  • No-contract plans available
  • Bring your own device plans available
  • Multi-tier phone subsidies with term agreement
  • Unlimited messaging on most plans
  • Unlimited evening and weekend calling on most plans
  • Exclusive discounts, giveaways and promotions
  • Canada-wide calling on most plans

What’s Bad?

  • Forums and reviews indicate possible issues with customer service quality and hold times
  • Outside of discounts, plan features and rates do little to differentiate this carrier from other major carriers

Show more

Notable Features

Member Benefits: All Virgin Mobile account holders enjoy discounts on popular beauty and fashion brands, pre-sale offers for concerts, entry to advance movie screenings and discounts on travel and hotels. There’s various sweepstakes and drawings too!

Multi-Tier Phone Subsidies: While most plans feature the same 2-year term, three different monthly payment options allow to choose how much you’ll save upfront in exchange for your commitment.

Roam Sweet Roam: Flat-rate per-day roaming in more than 100 destinations lets you spend more time enjoying your trip with less worry about an outrageous bill when you get home.

Awards and Recognitions

How's the Network Coverage and Speed?

Virgin Mobile claims that their network covers 98% of Canadians through their partnership with the Bell Mobility network.

While data from OpenSignal does not specifically cover Virgin Mobile, it breaks down network types for Bell Mobility as follows:

  • 50% LTE (4G)
  • 33% HSPA+ (4G)
  • 11% HSPA (3G)
  • 6% UMTS (3G)

You can check coverage and network types in your area on their Coverage Map.

Notable considerations include:

  • Slower speed and limited coverage are available in the North.
  • Extended coverage usage should be limited and long-distance calling fees may apply.

Bell’s network--the same network used by Virgin Mobile--was ranked the fastest network for the nation in PC Magazine’s “Fastest Mobile Networks in Canada 2016” study for the third year in a row. Average national LTE download speeds measured at 59.72Mbit/sec while uploads came in at 19.27Mbits/sec.

Additional data from OpenSignal shows an average 4G download speed of 17.6Mbit/sec and 4G upload speeds of 8.5Mbit/sec. 3G download speeds clocked in at 3.4Mbit/sec while uploads averaged 1.1Mbit/sec.

Do They Charge Roaming Fees?

For the majority of Virgin Mobile plans, calls anywhere within standard network coverage in Canada will not result in roaming fees.

However, if you’re traveling outside the country, you’ll want to take advantage of the features and add-ons available from Virgin Mobile to help minimize costs.

If you’re travelling to the US, options include:

  • Roam Sweet Roam: For $5 per-line, per-day, you can enjoy unlimited talk and text with 100MB of dedicated roaming data for use while traveling.
  • US Travel Passes: Options range from $10 to $80 per pass. Passes include different mixes of talk time, data and texting depending on your needs.

Pay as you go (PAYG) rates in the US include:

  • $1.45 per minute for voice calls
  • $0.75 per text

NOTE: PAYG data is not available in the US

For international travel, options include:

  • Roam Sweet Roam: For $10 per-line, per-day, you can enjoy unlimited talk and text with 100MB of dedicated roaming data for use while traveling.
  • International Travel Passes: Destinations are sorted into 3 zones. Prices vary across zones with the cheapest pass coming in at $30 and the most expensive at $150. Passes include different mixes of talk time, data and texting depending on your needs.

PAYG rates will differ by destination. For more information on Virgin Mobile’s international roaming fees, consult their support page.

What About Long Distance Fees?

For most Virgin Mobile plans--those designated as “Canada-wide”--any calls placed within Canada will be billed as a local call. For plans without Canada-wide calling and for calls to the US, you’ll incur an additional charge of $0.50 per minute.

For international calls, rates vary by country.

If you plan to place frequent international calls, Virgin Mobile offers a few add-ons to help keep your mobile bills budget-friendly!

  • Canada-Wide Minutes: Add-ons range from $7 per month for 100 minutes up to unlimited calling for $20.
  • Unlimited US Long Distance: For $15 per month, you can call across the border without worrying about long distance fees.
  • International Long Distance Saver: For $3 per month, you can enjoy drastic discounts on the per-minute rates to more than 200 countries. Rates start as low as $0.05 per minute.
  • Unlimited Long Distance to China and Hong Kong: For $15 per month, you can call China and Hong Kong with no additional fees.
  • 1000 Long Distance Minutes to India: For $20 per month, you can call without worry to India. Additional minutes are billed at $0.95.

For more information on pricing and add-on options, check their International Calling Add-ons page.

Does Virgin Mobile Offer Wi-Fi Calling?

Yes. If you have a supported iPhone model, they allow calling over Wi-Fi at no additional charge. They do not currently offer an app for Wi-Fi calling on non-supported phones.

For additional information on compatibility or usage, consult their Wi-Fi Calling page.

How About Voice over LTE (VoLTE)?

Yes. Virgin Mobile supports both Voice over LTE and Video over LTE on compatible devices. When using VoLTE service, you can switch between voice and video calls as well as use 4G data while on calls.

Not sure if your phone is compatible? Check their Bolt to VoLTE page.

For LTE coverage in your area, check their coverage map.

Can I Tether My Mobile?

Virgin Mobile allows tethering for all members with a smartphone and an active data plan. Keep in mind that tethered devices might use data faster than your phone. Be sure to monitor your data bucket to ensure there are no surprises when the bill arrives.

Do They Offer Data Rollover?

No, any data or top-ups purchased are good for the current month of service or prepaid term only.

Does Virgin Mobile Offer Add-ons or Bundles?

Yes! Virgin Mobile has a wealth of add-ons and bundles to help you add features to your plan and get the most out of your mobile subscription.

Popular options include:

  • Mobile TV: For $8 per month, you gain access to more than 40 channels anywhere you have coverage. 5 hours of Wi-Fi viewing is included. Streaming shows over data incurs charges at normal data rates.
  • Bundle 10: For $10 per month, you can enjoy Mobile TV access and premium voicemail services--including visual voicemail and voicemail transcription.
  • Unlimited Anytime Minutes: Talk until your battery dies for only $25 per month.
  • Voicemail Booster: $4 per month increases your voicemail storage to be sure you never miss a message.

Prepaid plans also feature a number of add-ons to add data, minutes and texting features to any plan. Costs range from $3 to $35 per month.

For full details on prepaid add-ons, check out their support page.

Do They Offer Bring Your Own Device/Sim-Only Plans?

Yes! Virgin Mobile makes it simple to bring your own supported, carrier-unlocked phone with you to their network. You’ll even save month-to-month over picking up a device from the carrier!

They also offer a phone checking tool to help you get started.

For more information on bringing your own phone to Virgin Mobile, consult their support page.

Do They Require a Credit Check?

There are no credit checks for prepaid service. However, monthly service agreements may require a credit check. At the time of writing, this is a "hard" credit check. This means the check will likely appear on your credit report.

Items needed include 1 of the following:

  • Canadian Driver's Licence
  • Canadian SIN Card or Letter
  • Canadian Credit Card

Plus 1 of the following:

  • Valid Canadian Driver’s License (Not applicable if used as one of the items above)
  • Valid Canadian or Foreign Passport
  • Work Visa
  • Department of Defense ID
  • Permanent Resident Card
  • Native Indian Status Card
  • CNIB Card
  • Valid, Goverment-Issued Provincial/Territorial Photo ID
  • Possession and Acquisition License (PAL)

NOTE: Credit checks from carriers that pull your credit bureau report may impact your credit score. If you're not sure the best options for your credit profile, we suggest contacting the carrier directly before attempting to obtain service.

For more information on credit check requirements and how they might affect your account, consult their Shop with Confidence page.

What About Activation and SIM Fees?

Virgin Mobile charges a one-time $25 connection charge for each new line of service or for device upgrades on an existing line of service.

To bring your own phone or tablet, you'll also need a Virgin Mobile SIM.

Pay Monthly SIM Kits are currently free through their online store.

Prepaid SIM kits cost $10.

NOTE: Fees often differ between retail stores and websites. Be sure to check both before signing up or adding a line to your account to maximize savings.

Do They Charge an Early Termination Fee?

While they call it something else--an “Early Exit Charge”--yes. Their Service Terms and Conditions state:

“If you cancel a Virgin Mobile Service that is subject to a Commitment Period prior to the end date, or, if you are a Legacy SuperTab Member with a balance remaining on your Agreement discount, you must pay Virgin Mobile an Early Exit Charge. The Early Exit Charge will be your remaining Device balance (or, for Device Payment Members, the sum of your remaining Monthly Device Payments) at the time of cancellation, as determined in accordance with the "Early Exit Charge" section shown on your Important Member Info ("Early Exit Charge"), plus any applicable taxes.”

Can I Port My Number To or From Virgin Mobile?

While Virgin Mobile states that they can port your number both to and from their service, they don’t provide clear details.

On their one-time charges page, they say:

“If you want to keep a phone number you have with another wireless carrier, you’ll need to visit a Virgin Mobile store and they can transfer the number for you.”

The same page notes that a number change is typically $35.

However, most carriers don’t charge to bring a number in on a new line of service, so contacting customer care is likely your best option.

Will They Unlock My Phone?

Yes! Provided you meet a few requirements, Virgin Mobile will unlock your phone for a fee.

Requirements include:

  • You must be or have been a Virgin Mobile member
  • The phone must be locked to the Virgin Mobile network
  • The phone must not have a blacklisted IMEI
  • The phone must be HSPA/LTE compatible
  • Your account must be in good standing. For cancelled accounts, all prior balances must be paid in full.
  • Subsidized phones must be active for at least 90 days prior to unlocking.

The base cost for unlocking through Virgin Mobile is $50 plus taxes. For phones under contract or credit limits, the cost is $150 plus taxes. For former Virgin Mobile members, unlocking costs $75 plus taxes.


For additional questions about Virgin Mobile pricing, features and coverage, be sure to check our Virgin Mobile Q&A Forum. It’s filled with questions and answers from people like you looking to get the most out of their mobile service!

If you spot any errors or missing information, please let us know! It's appreciated and will help make this page better for everyone.


Voice network: UMTS
Data network: HSPA+, LTE

Virgin Mobile Customer Service

Mailing Address:
720 King Street West, Suite 905, Toronto, Ontario M5V 2T3

Phone Number:
888-999-2321 (or 611 from your cell)

Helpful Links

Official Website, Facebook, Twitter, Coverage Maps, Manage Your Account


Virgin Mobile Question?

Visit the Virgin Mobile Q&A Forum to get answers, ask a question or help others.

Review Virgin Mobile:

Help inform others by sharing your experience with Virgin Mobile

Reviews (3/10 Avg. rating)


Darn, there are no reviews yet for this carrier.

Nick

Deceiving business practices!

My family and I have been 4 years with this provider. Almost every month I have to call them up and fight them against their extra charges on my invoice. When we started out the plan with them the rep gave us a good rate but six months they went and changed the plan's rates without our consent. I... More

My family and I have been 4 years with this provider. Almost every month I have to call them up and fight them against their extra charges on my invoice. When we started out the plan with them the rep gave us a good rate but six months they went and changed the plan's rates without our consent. I suggest to get a fix monthly rate plan with a mobile company rather than be lured in by a fancy phone. In this way you'll avoid all hassle of high billing every month.

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Cory

Don't go with this company!!

Don't ever go with this company they will harass you and cut off your phone for not even being past due the billing cycle when the company contract says you're not supposed to be cut off unless you are over  $50 dollars past due that exceeds two months. I get my phone cut off every month I prepay a... More
Don't ever go with this company they will harass you and cut off your phone for not even being past due the billing cycle when the company contract says you're not supposed to be cut off unless you are over  $50 dollars past due that exceeds two months. I get my phone cut off every month I prepay a month ahead and the bill is not even due till the 10th but they'll cut the phone before the billing period is at its end!!!! So I'm paid up and getting charged for next month and they still cut off phone with no notice before the service's that are prepaid are even used!!! Not cool and has happened for almost two years and they don't try to fix. Don't go with this company it is the worst phone company in the world! Less
Zorawar

Worst service

Customer service are so rude . Every time they charge us extra usage data 

Customer service are so rude . Every time they charge us extra usage data 

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Ginger

So many mistakes on bills and customer reps can't fix it, have to go through loyalty team

The loyalty team will give you add ons to keep your account, but then each month your bill gets calculated wrong because it doesn't account for the add ons. So they say you have an extra 1 GB of data but then they bill you saying you've gone over. And when you call to fix it only the loyalty team... More

The loyalty team will give you add ons to keep your account, but then each month your bill gets calculated wrong because it doesn't account for the add ons. So they say you have an extra 1 GB of data but then they bill you saying you've gone over. And when you call to fix it only the loyalty team can see the information. It's a big hassle and I'm leaving Virgin. Wasted another hour of my life tonight trying to fix it. Fed up.

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Jjdell

Smart Care Plan

Do not sign up for the smart care plan. It's a scam and would cost less to get your phone fixed at an independent repair shop. I have an iPhone 6s and the replacement phone they made me pay $310 for was an iPhone 4. I have been on the phone with their customer care for 3 hours and I still have no... More

Do not sign up for the smart care plan. It's a scam and would cost less to get your phone fixed at an independent repair shop. I have an iPhone 6s and the replacement phone they made me pay $310 for was an iPhone 4. I have been on the phone with their customer care for 3 hours and I still have no answer. Rogers has a much more reliable insurance plan and they give you a new phone every time. Smart care gives you a refurbished phone. DO NOT GET SMART CARE. 

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James

F U VIRGIN

Today I ended my five-year relationship with Virgin Mobile after a two and-a-half year customer service nightmare. Before I give this review, I just want to mention that I do not blame any customer service representative that I dealt with over the phone or in person through this ordeal. Each one... More

Today I ended my five-year relationship with Virgin Mobile after a two and-a-half year customer service nightmare. Before I give this review, I just want to mention that I do not blame any customer service representative that I dealt with over the phone or in person through this ordeal. Each one tried their best to help through this but were utterly ill-equipped to deal with the situation. I blame the management at Virgin for creating a customer service experience that is in no way made to benefit its clients. It is disgusting that Virgin Mobile puts their hourly-paid employees in a position to fail when they deal with frustrated customers like myself. I also want to mention that I have never written a review for a company before but feel that potential customers should know about the complete lack of care the company has for its clients.  

In January of 2015, my phone was lost or stolen during a vacation in Hawaii. I called immediately from my hotel to ask for my account to be suspended until I could return to Canada and get a new phone. When I returned I went into a Virgin Mobile store to buy a new phone on my existing plan that I had suspended. The care-specialist told me that If I had a different credit card number he could give me a new phone on a new account and I would just have to buy out the remaining $110 on my old contract and it would be less expensive than buying a new phone. I agreed and was set up with my new plan. Eight months later, I received a letter from collections for $320. I called Virgin Mobile to ask where this charge had come from; after being transferred to three different customer service agents who could not find the charge on my account, the fourth discovered that the charges were from the account that I thought I had cancelled in January. Instead of cancelling the account after I had paid off the amount they left it suspended, which still compiles charges… Very frustrating, but mistakes happen. After several more transfers and recounting my dilemma half-a-dozen times to these poor customer service representatives, I finally was transferred to someone who could reverse the charges… However, my credit rating still took a hit.

In March of 2016, my phone broke. I took it in to one of the stores and they told me I had to call customer service to get a new phone shipped to me on my replacement warranty. So I did and within a week I had a nice new phone. Five months later I receive a letter in the mail letting me know that $300 dollars was being charged to my account….. end of letter. Confused, I called to see why again. The first customer service representative was just as confused as me. He told me that I had taken a loner phone from the Virgin Mobile store and that I had not returned it. I assured him that I had never taken any loner phone from the store and that there would be no record of me signing for it because it never happened. After several more transfers, each time having to repeat my situation with increasing frustration to a new agent, one finally realized that the charge came because I had not shipped my original broken phone back to the warranty department when I received my new phone. Although I was 99% certain that I was never informed that I was supposed to do this, luckily I still had the phone so I was more than happy to send it back. I did so and asked if the charges could be reversed. The agent said no because they had not received it yet and that my services were going to be discontinued. This was three days before I was taking a trip to China. I asked them to please not suspend my services as I would need them in China and asked for this case to be postponed until I had returned. The agent said he could put a hold on the charges until I returned. So off to China I went; not four days later, my phone was disconnected…. When I returned I called Virgin and explained that I was very frustrated that my services had been suspended when I most needed them after I was told that they wouldn’t be.

 

Now, this is where my experience turned into a nightmare. The representative told me that he had no idea what I was talking about and that I had an overdue payment of $300 and he could not turn on my services until I had paid. By this point it had been over a month since I sent the phone back to the warranty department so I had assumed the refund would have been processed. Several transfers and having to detail my situation over and over again I was told that I takes up to three months to process a refund on a return. I got in touch with the people who handle the warranty and they confirmed that they had received my return. However, Virgin Mobile outsources their warranty services so they could not turn on my services until this outsourced company sent the right people an email. This process took over a month to resolve.

In May 2017, I decided I wanted a new phone and a new service provider to boot. I went into the Virgin store and told them that I wanted to cancel my account and take my number with me. I was surprised at how easy this was… The account was “cancelled” and I went two stores over and signed up with Koodo for a much more reasonable price and even better services.  Today I was checking my old email saw that I had an unpaid balance from Virgin.... WTF!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! I called and surprise surprise, my account wasn’t cancelled, it was suspended again. Because Virgin Mobile is so fucking desperate to suck every penny out of their customers, even when you remove your number from their database and take it to another provider they still don’t cancel your account.

Now, after several transfers and retellings of my rage, I do believe that my account has been stricken from existence at Virgin Mobile.

If anyone from Virgin Mobile reads this, please, treat your clients with more respect. Treat them the way a customer who is paying thousands of dollars to be member deserves to be treated. Not once while all these charges were being added to my “suspended” accounts over the years did a single person say, “ hey, its kind of weird that this guy wants to be charged on an account he isn’t using, maybe we should contact him to confirm that is indeed what he wants”.

If anyone is reading this and is thinking that Virgin Mobile is the provider for you. Good Luck!    

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Jill

Stand behind your product!

Two year phone plan and 1 year into Plan, Samsung S5 Neo goes dead.

Virgin says it is not there issue refers me to Samsung. Samsung says too bad, the phone is over 1 year warranty. Net result is no phone and a plan that does not expire for another year.


Two year phone plan and 1 year into Plan, Samsung S5 Neo goes dead.

Virgin says it is not there issue refers me to Samsung. Samsung says too bad, the phone is over 1 year warranty. Net result is no phone and a plan that does not expire for another year.


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Imran

I am regretting

Virgin mobile is horrible. Too expensive roaming charges, almost 5 times higher than any other networks. And roaming doesn't work automatically. I was travelling to South Africa with virgin mobile and I was unable to access mobile data!!! Virgin mobile called me while I was abroad and they charge... More

Virgin mobile is horrible. Too expensive roaming charges, almost 5 times higher than any other networks. And roaming doesn't work automatically. I was travelling to South Africa with virgin mobile and I was unable to access mobile data!!! Virgin mobile called me while I was abroad and they charged me for an incoming call for the calls they made to me.... :D Think a million times before even think about virgin mobile.

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Billie

Brutal voicemail

Voicemail is a joke! It allows 3 messages and the inbox is full. It only holds messages for a few days then deletes. You pretty much have to be an auctioneer when leaving your greeting or when someone leaves you a message as it only gives you a few seconds to record. Horrible. Don't even think of... More

Voicemail is a joke! It allows 3 messages and the inbox is full. It only holds messages for a few days then deletes. You pretty much have to be an auctioneer when leaving your greeting or when someone leaves you a message as it only gives you a few seconds to record. Horrible. Don't even think of using virgin mobile for small business just for these reasons alone. And unless you have hundreds of dollars for a business account, virgin is a waste of time. 

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Amanda

Wish they were offering more competitive plans

I lucked out and got a pretty decent call and data plan (as far as Canadian plans go, that is) and the coverage, convenience and service have been good.  I'm since added my mom to my account, but the plan options for her aren't nearly as good.  Plans should be getting more competitive, not less c... More

I lucked out and got a pretty decent call and data plan (as far as Canadian plans go, that is) and the coverage, convenience and service have been good.  I'm since added my mom to my account, but the plan options for her aren't nearly as good.  Plans should be getting more competitive, not less competitive. 

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