Reviews

This profile includes reviews for Virgin Plus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Virgin Plus

  Private Toronto, ON M5V 2T3

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  Virgin Plus

  1 Bass Pro Dr. Concord, ON L4K 2M9

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  Virgin Plus

  1 Promenade Circle Thornhill, ON L4J 4P8

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  Virgin Plus

  5000 Highway 7 E. Markham, ON L3R 4M9

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  Virgin Plus

  4300 Steeles Ave. E Markham, ON L3R 0Y5

Review Details

• Review fromElaine P

  Date: 23/09/2023

  1 star
  *** **** **** ***** ** * ******
  I signed up with Virgin on Aug. 20, 2023 at the kiosk in my local ******. I took the phone home and found out I had zero bars. I couldn't make a call at all. I returned to ****** with the phone, cancelled my Virgin contract, and signed up with ******, with which I had very good reception.
  A few days later I got a bill from Virgin for $1288.37. I spend more than an hour on the phone with Virgin customer service, who assured me that they would strike out that charge. The csr advised me, though, that I may have to return to the kiosk at ****** if there was any further trouble.
  On Thursday, Sept 21, I received a credit card statement showing that Virgin billed me for the $1288.37. This time I returned to the kiosk at ****** on Friday Sept. 22, where a service agent called Virgin. The service agent was told (after nearly an hour) that I would have to call Virgin myself to have the charge removed from my credit card. I returned home and spent another hour or so with Virgin on the phone. I was cut off once and had to call back. The CSR told me my card would be refunded in 20 days, which is AFTER my credit card bill is due. I have to pay that bill on Oct. 3 to remain in good standing with my credit card company. So, basically, for a month, I have to find that $1288.37 in my budget. I have to live without that money due to the incompetence at Virgin. *** **** ** **** *** ****** *** **** *** *** ********* **** **** *** *** ****** ***** *** * ****** And I will never have that money back in my bank account. My credit card company will only give me a credit that I can use on the card, not the $1288.37 that will be missing from my bank account. The CSR at Virgin, basically said *** **** *** *** ** *** ** **** *** **** there's nothing they can do.
  *** ***** ** ********* * *** *** **** ** ***** *** ****** ****** *** **** ****** *** ** ***** ****** **** * ** **** ***** *** *** **** ****** ** ****** ** * *** ****** *******

• Review fromChristopher F

  Date: 18/09/2023

  1 star
  Was signed up with Virgin Plus via the ****** ***********. I wanted to get a pre-owned phone and was told l would need to wait 45 days. At 45 days I went online and tried to use self serve where I was directed to visit a store, in store I was I told I could only do it online. Tried phoning 611 and only became frustrated as they continued to tell me i had to do it online even though I had tried several times, they thought this was a good opportunity to try and upsell me into a new phone. Shortly after this I noticed they double billed me for the month. After calling in I was told it would take 20 days to process a refund which is a ridiculous amount of time. *** ******** *** ******* ******* ********** ***** **** ***** *** *** **** ** *** ** **** ****** *** *** **** ** ***** ** *** **** ***** ****** ******* ******* *** ******** ******* ** ********* *** **** ** *** **** ** ****

• Review fromMackenzie C

  Date: 14/09/2023

  1 star
  ****** Mobile has terrible service in Montreal, despite what their coverage map says. For over a year, I had been going back and forth between ***** and ****** to fix my phone. It was only after a year, an ***** employee gave me a report and showed me his coverage with ****** vs his coworkers coverage with *********** in downtown montreal. They gave me a report saying it has to do with coverage, nothing with the physical phone after replacing everything but the screen, casing, and camera.
  Sending this all to Virgin, I asked for them to pay off the remaining balance of my phone after over a year of this, despite knowing this issues are due to coverage in Montreal pockets.
  This has affected my work, my medical access, and even calling 911 to report a drunk driver. Calls cut out, I am unable to call out.
  I filed a complaint with the CCTS and they refused to do anything. The remaining balance is not enough to coverage the poor service and time wasted going back and forth for over a year between ***** and Virgin. They are unhelpful and will refuse to acknowledge the known service issues even with constant complaints from other residents in the city.

• Review fromManuela V

  Date: 07/09/2023

  4 stars
  ******* * ** ****** **** **** **** ** ****** **** ** *** ********* a Customer Service girl that attended me on September 6th, 2023. She was extremely helpful answering all my questions and extra valuable information. That is why I am giving 4 stars instead.
  The rates and customer service are not the best at Virgin.
  My three experiences with Customer Service in the past 2 years:  I bought the cellphone and the service as a new client two years ago and they were focus on sales, Once I signed everything was online with very little help.  I stop for help to get the best rooming plan, the answer was "you have to do that online", no help at all.  Fortunately, I found Jasper and she helped me on how to find a better rate and what to do.
  Thank you,

• Review fromJamie S

  Date: 06/09/2023

  1 star
  **** * ******** *******. They set your spending limit, and when you get close to it, they suspend service. Even though you haven't broken THEIR rule, they still suspend you. One time, Christmas eve over 15 dollars, a second time on Thanksgiving over 40. Not over my spending limit, they just felt like they needed to let me know? They call and txt and email 3 times daily for weeks on end. Again, not over any limits. Before your bill is even due they are ************ you. * *** *** *** **** ******** **** ** ** ********** **** **** ***** ****** ***** ***** ****** ***** *** **** ******* ******* *** ********* They do the same with internet. And *** ****** both bills come due at the same week. 6 calls, 6 text messages, 6 emails. ***** ************** ****** ****** **** * **** * ***** ***** **** ******

• Review fromEl M

  Date: 28/08/2023

  1 star
  Was given the run around with 6 customer service representatives tying to justify that my cellphone bill was paid pre authorized and that they haven't received payment in time. I was also given 3 different phone numbers to try to reach a representative. Not happy that they cut off my service and now they want reactivation fee of $200? Not going to happen. Definitely switching to a different cellphone plan.

• Review fromJIM M

  Date: 25/08/2023

  1 star
  What is the excuse for an overwhelming phone bill of $475? "It's a valid bill." What’s the real reason?......"I don't know what is going on." Secret...the lady on the other end is only doing her job. My opinion? NOT WORTH THE MONEY!!!

• Review fromCara B

  Date: 17/08/2023

  1 star
  If you start a contract with them and have to cancel while you're sick, don't expect any sympathy. They will charge you for another month even AFTER you port your phone number over to another carrier. And they'll ask anyone trying to help you for your death certificate even if you're sitting right there, but can't speak due to your critical illness.
  Do not under any circumstances sign up with this company. Their customer service is awful and they take advantage of seniors' lack of understanding about new technology. They will never take responsibility for their awful behavior. They only want your money.

• Review fromTrent H

  Date: 10/08/2023

  1 star
  Erroneous billing that is always higher rather than lower the actual amount owed, Absolutely horrible customer service based in Asia that are not overly knowledgeable *** *** ** ********* ****. The CS reps also have little to zero power and are all basically reading from a script.
  My latest bill has me double taxed for an ****** ** **** and there is no way that I can see you can speak with someone actually in a position of power here in Canada.

• Review fromJohn C. J

  Date: 09/08/2023

  1 star
  I have just spent/wasted 20 minutes with a customer service rep. All I wanted to do was to get a PIN for my account. I already have one for my voicemail and have no problems. I need a new PIN because I'm receiving calls and messages from people I don't know. I would call back a person's name if one appeared. Spam calls are rejected at the time of the call, which is good.
  * Today I called back a person in the 514 area and asked why he had called me. He hadn't, so I explained the reason for my call. This has happened before and in each case, both of us are confused about it. The Virgin rep was hard to understand, spoke too quickly to understand, and failed to address my questions. She went on about some app or other which doesn't do any more than my phone already does.
  * This was a total waste of my time and solved nothing. **** ***** ** ********* **** ** ****