Info & Contact
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.
Does This Carrier Fit My Needs?
- 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
- 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
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
- Ranked #5 in J.D. Power’s 2016 “Canadian Wireless Customer Care Study”
- Ranked #1 in J.D. Power’s 2016 “Canadian Wireless Purchase Experience Study”
- Award Winner in J.D. Power’s 2016 “Canadian Wireless Network Quality Study” for the East Division in the Bell Mobility Network.
How is Their 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.
Do They Charge 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.
What is Their Tethering Policy?
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.
Does This Carrier 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.
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.
- 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 definitely appreciated and will help make this page better for everyone.
Voice network: UMTS
Data network: HSPA+, LTE
720 King Street West, Suite 905, Toronto, Ontario M5V 2T3
888-999-2321 (or 611 from your cell)
Want to speak with a human?
Reviews (3/10 Avg. rating)
Darn, there are no reviews yet for this carrier.
Keep billing you after you cancel
Virgin doesn't prorate their balance when you cancel. You have to call them to get them to prorate. They are probably just seeing who doesn't notice and charges them for the full bill. After you pay the final bill, you still continuously get their e-bill emails saying that you have an outstanding balance. Then they charge you a late fee even though you got a confirmation call that you have successfully cancelled with Virgin mobile. In addition, you have to pay over the phone for any amounts less than $5. And if you are paying online, they've asked that after you pay the penalty fee that you call them back to give them the confirmation number; otherwise they will keep billing you! How is their system not linked that you have to call them back that you've paid, instead having of them receive this information instantaneously!? I've been with Bell Canada and they do not operate like that. Virgin Mobile needs to take a look at the parent company and take notes.Less
Terrible service. I tried 3 times to get problem corrected. Not happen. Contacted management and problems continued including repeated phone calls
Decent company on a decent network!
Being the owner of a factory unlocked iPhone, I've been bouncing around from carrier to carrier looking for the best service for the best price.
I keep coming back to Virgin.
Where I live at least you simply cannot beat the network quality and the BYOD prices are good.
<p>Being the owner of a factory unlocked iPhone, I've been bouncing around from carrier to carrier looking for the best service for the best price. </p><p>I keep coming back to Virgin. </p><p>Where I live at least you simply cannot beat the network quality and the BYOD prices are good. </p><p><br></p>Less
Some nice perks but terrible customer service and useless warranty
The discounts at Virgin are good, like savings on coffee, movies, etc. But pray to god you don't have a problem. Virgin is incapable of handling customer services smoothly a lot of the time. You can call about plans and adjust those but that is about it for what customer service can do.
<p>The discounts at Virgin are good, like savings on coffee, movies, etc. But pray to god you don't have a problem. Virgin is incapable of handling customer services smoothly a lot of the time. You can call about plans and adjust those but that is about it for what customer service can do.</p><p><br></p><p>You can buy an add-on for $7 to $10 per month to get a replacement at a discount rate. But, if your phone overheats when recharging and breaks, you are stuck with the replacement cost of $150.</p><p><br></p><p>Secondly, the online member care cannot help with anything complicated. A loaner phone was returned to a store, but the store did not call head office to report the phone returned. If you call member care to report the mistake, member care cannot do anything. You have to physically go to the store, because the store doesn't answer the phone, only take messages.</p><p><br></p><p>I'm now in stage 3 where I have filed a complaint with their head office. Stay tuned if I get any satisfaction.</p>Less
worse customer service ever
We called Virgin and were sold on a plan which we were told included 1000 international minutes. We confirmed that it would be for both phones and were told yes. Once we signed up, they tell us that we are not eligible for the 1000 minutes because we have 2 phones signed up with them on the sam... More
<p>We called Virgin and were sold on a plan which we were told included 1000 international minutes. We confirmed that it would be for both phones and were told yes. Once we signed up, they tell us that we are not eligible for the 1000 minutes because we have 2 phones signed up with them on the same account. So, we told them to separate the accounts for the two phones. Two hours later on the phone, we were assured that two accounts had been set up. We find out later that the second phone has no service because it was cancelled. Another two hours later on the phone, we still can't get the second phone activated. This has to be the worst customer service we have encountered in the cell phone business. </p>Less
Dont go with virgin
I dont normally write reviews but I felt this necessary. I was a loyal Virgin Mobile customer for 4.5 years. I paid my bills on time. Interacted with your benefits sections and was a promoter for the company. I was only a month by month plan when I left but this was purely because my old plan had run its course and I decided to stay with it for the short term. Recently a new pan was announced by virgin and fido in order to counter another provider here in BC. The deal was 4GB a month, unlimited international texts and local calling. Who needs canada wide these days, and indeed international calling, with facetime audio so this deal was a no brainer. Fast forward to calling Virgin. I spent an hour on the phone, spoke to three different people, and was utterly dismissed. I spent the majority of that time listening to cheesy hold music broken only momentarily by moments of 'no we cannot do it'. I asked why, obviously, whenever presented with this and was told i wasnt a new customer so I wasn't worthy of this plan. 4.5 years and $3640 later, i wasn't worthy. I got given many excuses and many reasons but the short end is this was all lies. Fido held lineups that assisted the swarms of customers with grabbing this new deal and guess what everyone THEY LET THEIR CURRENT CUSTOMERS TAKE IT AS WELL. Needless to say I ended the call on a good note as I was obviously not going to get anywhere, many experiences have taught me so, walked right to a fido stand and changed my carrier. During my time there I witnessed not only new customers getting assisted with this great deal but current customers as well. Even though the workers had obviously had a tough week they were extremely helpful and even gave me a free easier number to remember! I wanted to keep my old one but when they offered me the chance to keep it OR pick my own number I took it as it would look better on a business card. The end of this story means that I work in one of the richest companies on the globe and used to promote Virgin as a carrier. So it wasnt just the money the company got from me but the customers I pointed in that direction. I am a promoter no more. One phone call managed to loose you $3640 dollar over the foreseeable future but manly you've lost a big promoter. How customer service works for some companies I do not know. Virgin has been taken over by Bell as well so I can only guess both companies work in the same fashion. One thing thing Ill say to you all, don't go with virgin or bell. If this story shows anything its that you will receive no loyalty, no customer service and be left out to dry when you need help. Ill be posting this on all my social media outlets, blogs and beyond to make unsuspecting customers aware.Less
Worst cellphone company I know!
They can't even provide the service you signed up for. Worst, they say if you change your sim card it will fix the problem! Well, I just did change the damncard for 5 bucks or so and I still got no access to the lte network. Worst place for a cellphone ever!
<p>They can't even provide the service you signed up for. Worst, they say if you change your sim card it will fix the problem! Well, I just did change the damncard for 5 bucks or so and I still got no access to the lte network. Worst place for a cellphone ever!</p>Less