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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

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 are 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.

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.

The network ranked #1 for 4G and 3G network speeds in Tutela's 2018 "Mobile Experience Report" tests, showing an average speed of 18.08Mbits/sec for 4G downloads and 5.32Mbits/sec for 3G downloads. Uploads speeds averaged 8.82Mbits/sec across both 4G and 3G networks.

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 traveling 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, Government-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 $30 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 and prepaid SIM Kits are currently free through their online store.

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! According to CRTC Wireless Code regulations effective December 2017, they must unlock your phone free of charge upon request.

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 canceled accounts, all prior balances must be paid in full.
  • Subsidized phones must be active for at least 90 days prior to unlocking.

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)

Want to speak with a human?

Helpful Links

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


Review Virgin Mobile:

Help inform others by sharing your experience with Virgin Mobile

Rate It:

User Reviews


ANONIMOS

WORST CUSTOMER SERVICE EVER!

this is the worst company to deal with. to get to speak to someone you have to get hanged up on 5 times. apparently hanging up on customers is a regular thing they do not considering that you spent hours waiting on hold. they're s rude and say that if an agent offered me a solution that I can not...More
this is the worst company to deal with. to get to speak to someone you have to get hanged up on 5 times. apparently hanging up on customers is a regular thing they do not considering that you spent hours waiting on hold. they're s rude and say that if an agent offered me a solution that I can not trust that be cause one agent cannot honour another agents offer... WHAT??????? if you can avoid this company go with someone else do it! it has been over 4 months ki have been waiting for phone calls got hang ul left an d right and even the executive department does nothing about this they JUST DONT CARE! Less
TLCPAiL

Consumers Beware

I called customer service this evening to add a $20 data top up to my account, the agent offered me the next plan up, at a cost of 65.00+ applicable tax, I declined and stated I am interested in the data top up only. 

***The plan I currently have and have had since 2013 is a $40+ applicable tax Grandfathered Plan. The same plan that is offered now for 55.00+ tax (55 Gold)***

I was placed on hold while agent made adjustments to my account to add data top up, were I waited 15 mins for a $20 data top up to be applied to my account. The agent returned to the line and stated, 'hes experiencing technical difficulties and asked if it was ok for him to call back in 10 mins', I agreed.

To make a 'long story short', this is were the situation takes a not so pleasant turn. 

I received a call back an hour later for a Virgin Mobile Agent who notified me that the agent with whom I spoke to earlier upgraded my account to the $65.00 plan as opposed to the $20 one time data top up I requested, and as a result my plan I had ($40 Grandfathered plan) prior to the agents error is no longer available to me. As a conciliation they were offering me a one time credit. I stated that this is not satisfactory as I have 16 months remaining and will not be able to have my plan grandfathered plan that Ive had since becoming a customer after the 16 months laspes.

I asked the second agent for her name and position, she failed to identify herself. I told her I was unable to continue the call, I was working and could not speak. She asked me what time she could call back. I stated for her to call me back when my plan was reinstated to my original [grandfathered] plan, she ingnored my request and continued to go on leading me to assert my statement three times and telling her to have a good evening, before I disconnected our call.

Directly following my ending the call I received three calls, all of which I declined, the agent continued to call, despite me clearly stating to the second agent that I could not take her call due to working. On the fourth call I answered and stated, I asked you not to call me back until you are calling me to notify me my plan is reinstated to my original [grandfathered] plan. The third agent stated I am calling to offer you a $10 credit. I stated again when my plan is reinstated to my original plan to call me to let me know. He said if I was unwilling to accept the $10 credit and end call hell not be calling me back. I said fine, suit yourself and stated Ill be taking my plight to social media, which I intend to do, in the event that this matter is not resolved to my satisfaction. I am not alone in my experience with VMC, there are many people who relate and to are looking to voice their dissatisfaction with VMC and their customer service agents.

I am very disappointed, my grandfathered plan is $40.00 + tax, the plan the first agent applied to my account is $65.00 + tax a $25. 00 + tax difference... 

I am not in a position to pay more and get less service, let alone to pay more period. I am on a extremely fixed income, operating nonprofit organizations on a shoestring budget, I do not receive funding to carry out the work I do. I am not paid for the work I do and support myself off of a very restricted provincial disability benefit, due to a workplace injury experienced in 2010. I simply do not access to additional revenue to afford a plan over and above my original $40.00 grandfathered plan, which I ustilize to carry out my nonprofit work. I am so frustrated with my experience and lack of resolution. Ive spoke with six reps at this point with no satisfactory resolution.

Without my original [grandfathered] service plan, I am unable to do the nonprofit work I do and continue to serve the families I have served since founding my nonprofits. 

I called customer service this evening to add a $20 data top up to my account, the agent offered me the next plan up, at a cost of 65.00+ applicable tax, I declined and stated I am interested in the data top up only. 

***The plan I currently have and have had since 2013 is a $40+ applicable tax Grandfathered Plan. The same plan that is offered now for 55.00+ tax (55 Gold)***

I was placed on hold while agent made adjustments to my account to add data top up, were I waited 15 mins for a $20 data top up to be applied to my account. The agent returned to the line and stated, 'hes experiencing technical difficulties and asked if it was ok for him to call back in 10 mins', I agreed.

To make a 'long story short', this is were the situation takes a not so pleasant turn. 

I received a call back an hour later for a Virgin Mobile Agent who notified me that the agent with whom I spoke to earlier upgraded my account to the $65.00 plan as opposed to the $20 one time data top up I requested, and as a result my plan I had ($40 Grandfathered plan) prior to the agents error is no longer available to me. As a conciliation they were offering me a one time credit. I stated that this is not satisfactory as I have 16 months remaining and will not be able to have my plan grandfathered plan that Ive had since becoming a customer after the 16 months laspes.

I asked the second agent for her name and position, she failed to identify herself. I told her I was unable to continue the call, I was working and could not speak. She asked me what time she could call back. I stated for her to call me back when my plan was reinstated to my original [grandfathered] plan, she ingnored my request and continued to go on leading me to assert my statement three times and telling her to have a good evening, before I disconnected our call.

Directly following my ending the call I received three calls, all of which I declined, the agent continued to call, despite me clearly stating to the second agent that I could not take her call due to working. On the fourth call I answered and stated, I asked you not to call me back until you are calling me to notify me my plan is reinstated to my original [grandfathered] plan. The third agent stated I am calling to offer you a $10 credit. I stated again when my plan is reinstated to my original plan to call me to let me know. He said if I was unwilling to accept the $10 credit and end call hell not be calling me back. I said fine, suit yourself and stated Ill be taking my plight to social media, which I intend to do, in the event that this matter is not resolved to my satisfaction. I am not alone in my experience with VMC, there are many people who relate and to are looking to voice their dissatisfaction with VMC and their customer service agents.

I am very disappointed, my grandfathered plan is $40.00 + tax, the plan the first agent applied to my account is $65.00 + tax a $25. 00 + tax difference... 

I am not in a position to pay more and get less service, let alone to pay more period. I am on a extremely fixed income, operating nonprofit organizations on a shoestring budget, I do not receive funding to carry out the work I do. I am not paid for the work I do and support myself off of a very restricted provincial disability benefit, due to a workplace injury experienced in 2010. I simply do not access to additional revenue to afford a plan over and above my original $40.00 grandfathered plan, which I ustilize to carry out my nonprofit work. I am so frustrated with my experience and lack of resolution. Ive spoke with six reps at this point with no satisfactory resolution.

Without my original [grandfathered] service plan, I am unable to do the nonprofit work I do and continue to serve the families I have served since founding my nonprofits. 

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Rick

Excellent service!

Always helpful, even in complicated situations. Best of all, you can’t beat their plans. I wouldn’t switch!
Cindy

I love this because Virgin is a reliable source at a great price for good packages.

Great area coverage, 500 anytime phone minutes and 500 MB of data is all that I need in a month. Virgin is very good to deal with. Lots of reasonably priced add-ons if you travel. 

shawn

coverage is great because theyre owned by bell.

Do not like them calling 15 times a day I'd you're a day late paying your bill. Super annoying but other than that they are a great provider.

Arif

WORST customer service

Virgin Mobile customer service is the worst I have ever experienced in my life. I was taking to CSR highlighting my bill issue and after 20 minutes she hung up the phone when I asked her to speak to her supervisor. Have never seen like this before with any company. Will not recommend it to any body. Stay away from Virigin!!!!

Virgin Mobile customer service is the worst I have ever experienced in my life. I was taking to CSR highlighting my bill issue and after 20 minutes she hung up the phone when I asked her to speak to her supervisor. Have never seen like this before with any company. Will not recommend it to any body. Stay away from Virigin!!!!

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AJ

Representatives are rude

What I have experienced is, one of the representative's information differs from others. And I think the service has been outsourced to philippines and if you don't agree with them on anything, they get rude. I have dealt with other operators, this is absolutely ridiculous.  Unfortunately I'm stuck with them with my contract. 

What I have experienced is, one of the representative's information differs from others. And I think the service has been outsourced to philippines and if you don't agree with them on anything, they get rude. I have dealt with other operators, this is absolutely ridiculous.  Unfortunately I'm stuck with them with my contract. 

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Saam

Fido anytime better than virgin

I was with FIDO for almost 2 years and switched to Virgin Mobile Canada in December. I was taken aback by the horrendous policy of VIRGIN MOBILE that we just get 100 MB when we roam....FIDO allowed me to use it from my home plan...I have 10GB in my home plan and have to end up to use 100MB per day.......More
I was with FIDO for almost 2 years and switched to Virgin Mobile Canada in December. I was taken aback by the horrendous policy of VIRGIN MOBILE that we just get 100 MB when we roam....FIDO allowed me to use it from my home plan...I have 10GB in my home plan and have to end up to use 100MB per day....most outrageous thing ever in 2018....this is not enough even for my GPS data while roaming...times have changed ... The other funny thing I realized was that in the international saver plan US calls were not included...i.e you need to call US at 59 cents per minute when FIDO allowed me to call US at 1 cent per minute with international saver plan....VIRGIN MOBILE has done a big favor that you pay 15$ more and you get US calls free...who wants to pay 15 $ just for US calls??....this is so horrible.... Moral lesson is that though  VIRGIN MOBILE AND FIDO looks competitive from outside there is hell a lot of difference.... I am in a big scoop and just looking at the right chance to jump my ship back to FIDO... Less
Mark

Avoid Virgin Mobile for your own sake

Oh where to begin with all the headaches and situations that have cost extra money I guess at the beginning!! I started my "relationship" with VM with lots of luv as they like to say, but it didn't last long. Things went along smoothly at times when I didn't use the phone that much even though I had unlimited text and calling but data became a problem on a few occasions incurring extra charges....

More

Oh where to begin with all the headaches and situations that have cost extra money I guess at the beginning!! I started my "relationship" with VM with lots of luv as they like to say, but it didn't last long. Things went along smoothly at times when I didn't use the phone that much even though I had unlimited text and calling but data became a problem on a few occasions incurring extra charges.


Which bought on a lack of luv from VM while the billing was sorted out. Intimations, and yes even threats were made from billing again resulting of an increase in my bill and further disputes. I moved forward from it and stayed involved in that toxic "relationship" for a few more years until my phone was stolen and I needed a replacement which cost me more money on fees. I needed a phone so unfortunately I stayed involved to get a new phone. 4 months later brings us to present day I have a phone that I'm told has a defective Motherboard and not under warranty because the place I bought the phone at had no protective cases for that model and two days later the phone was dropped and damaged. So you could say some of it my unfortunate circumstances but VM didn't help me through it very much.


Just always with their hands out for my money and I still have to complete the break up to finally free myself of this nightmare!! I would recommend anyone to Run from VM don't walk and don't ever look back!! Get it in writing to that you owe them nothing and are bound to them in anyway would be my suggestion!! Severe all ties to these toxic "relationships" of course all in the name of luv just like they do!! 

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Jm

NEVER GO WITH VIRGIN MOBILE!!

Rating them with 1 is already too much. The worst customer service ever. They give u wrong information, mislead you and when things happened the other way, they do not admit their mistakes, do not honor what they promised and make u call again and again to waste your time!!


I had copies of my online chats with them and i showed it to them, all they said was call here call there to have it resolved but thats not true! They will never fix it and just add on to your frustration!!...

More

Rating them with 1 is already too much. The worst customer service ever. They give u wrong information, mislead you and when things happened the other way, they do not admit their mistakes, do not honor what they promised and make u call again and again to waste your time!!


I had copies of my online chats with them and i showed it to them, all they said was call here call there to have it resolved but thats not true! They will never fix it and just add on to your frustration!!


Bottom line is DO NOT USE VIRGIN OR U WILL REGRET!!

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