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MOBILITY SUPPORT

We're here to help! Get the answers to your questions about everything including
phones, plans, billing, coverage, long distance, roaming and more.

Looking for Internet or TV support?

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Members' Top FAQ
Before You Join
Getting Started
My Account Support
Bill and Usage
Phone Support, Warranty and Repairs
Coverage, Long Distance and Travelling
Plans, Add-Ons and Services
Prepaid Support
Get in Touch
Smartwatch and NumberShare
(province:)including: /en/support/touts/members_faq.inc


WELCOME

You’ve got questions, we’ve got answers. Take a look at the most frequently
asked questions by our Members or pick a topic over on the left.


MEMBERS' TOP FAQ:

 * 0 Are there any charges to change my plan?
   
   Here's the deal: You got a discount off the price of your phone based on the
   plan level (Silver, Gold or Platinum) that you committed to when you hooked
   up or upgraded.
   
   That means, if you want to switch from a higher plan level to a lower one
   (say, from Platinum to Silver) then there might be a Plan Level Change Fee.
   
   The fee would be to make up for the difference between the original discount
   you got on your phone and the discount you would be able to get at the new
   plan level you want to move to.
   
   Learn more about changing plans

 * 1 When and how can I upgrade to a new phone?
   
   If you’re on a term agreement:
   Head to My Account and log in to check your eligibility. You can also check
   your eligibility right on your phone by downloading and opening the My
   Account app.
   
   If you’re on a Virgin Plus SuperTab™:
   You can upgrade your phone at any time, just by paying off your Virgin Plus
   SuperTab™ balance. When you’re ready for a new phone, head to any Virgin Plus
   store and we’ll hook you up right away.
   
   If you're a prepaid Member:
   You can upgrade your phone at any time by paying the full retail price of a
   new one, just pop into any Virgin Plus store to see our hot phones.
   
   Learn more about upgrading to a new phone

 * 2 How can I update my Buddy numbers?
   
   You can change your Buddy List once a month for free! Here's how:
   
   My Account app
   
   
    1. Download and open the My Account app.
    2. Hit the mobile number
    3. Hit on the Settings icon located at the top right corner
    4. Hit My Buddies
    5. To make any changes, hit the number you want to edit
    6. Make your changes, then hit Save
   
   
   My Account:
   
   
    1. Log in to My Account
    2. Click on My Service at the top of the page.
    3. Click on My Plan & Features
    4. Scroll down to Manage Feature Settings. Click Change next to the My
       Buddies feature.
    5. Make your changes, pick nicknames for your Buddies, and pick Save
   
   Learn more about changing your Buddy numbers

 * 3 I’m going over my plan usage limit. What can I do?
   
   We have tools to help you track your usage, so you can see if and when you're
   going to go over your limit. If you're going over a lot, you may want to
   switch to an awesome plan that gives you the room you need.

 * 4 What is a credit limit?
   
   A credit limit is a pre-set spending limit for your services that’s applied
   to your account. It’s decided and agreed on at your first credit check when
   you hooked up with us.
   
   Learn more about our Credit Limit Program

 * 5 How much will I be charged if I use my phone outside of Canada?
   
   If you travel outside of Canada you’ll be charged the rates of the country
   you are in for calling, texting or using data. Check out the US roaming rates
   and international roaming rates. You can also grab a roaming add-on feature
   to reduce charges and save cash.
   
   TIP: If you’re using Wi-Fi on your phone when travelling, make sure to turn
   off data roaming!

 * 6 When and how will I get my security deposit back?
   
   Your Credit Limit will be lifted and security deposit returned after 6 months
   of on-time payments in a row.
   
   The security deposit is usually added back to your account as a credit. If
   you want to get a cheque for it, then wait to get a text message from us
   saying that your Credit Limits has been taken off and then give Care a shout
   to ask for a cheque. Before the cheque is sent out, the deposit will be used
   to pay any balance owing on your account. Also make sure we have the most
   up-to-date address for you since that’s where we’ll be mailing the cheque to!
   
   Remember, you can update your address online in My Account
   
   Learn more about our Credit Limit Program

 * 7 Why are collection calls continuing after I’ve paid my bill?
   
   It can take up to 3 days for collection calls to stop after a payment is
   received.

 * 8 My bill date has passed, so where is my invoice?
   
   We need a couple of days to pull all of the details together and process your
   monthly bill. Generally, you’ll get your bill in about 9 business days. After
   that you can see it online. Once it’s posted online you still have 21 days to
   pay it, so there’s lots of time to make sure you get that payment in without
   any late payment fees.

 * 9 I’ve made a payment, why isn’t it posted to My Account yet?
   
   Payments through your bank can take a bit longer and your bank is the one
   responsible for processing them. We should get the payment in about 3 to 10
   business days. Hang tight!

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BEFORE YOU JOIN

 * Why Virgin Plus
 * Shop online with confidence
 * Find a store
 * Moving your number
 * Data Calculator

(province:)including: /en/support/touts/getting_started.inc


GETTING STARTED

 * New to Virgin Plus? Start here.
 * Phone guides and user manuals
 * First Bill
 * Tracking your usage
 * Transferring your number to Virgin Plus
 * Start using My Account
 * Sign-up for My Account
 * Download the My Account App
 * Start Using Member Benefits App
 * Download the My Benefits App
 * My Benefits App FAQ
 * Sign up for e-Bill
 * Set up pre-authorized payments
 * On Prepaid? Get started here

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MY ACCOUNT SUPPORT

 * Sign up for My Account
 * Log in to My Account
 * My Account login FAQs
 * Download the My Account App
 * Manage My Account
 * How do I change the name on My Account?
 * Account authorization
 * My Account app - Tutorial
 * My Account on the web – Tutorial
 * Check your order status
 * Suspending your services due to Lost/Stolen device through My Account
 * Restoring your services due to Lost/Stolen device through My Account
 * Outage check
 * Linking/Removing a Bill to My Account

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BILL AND USAGE

 * Ways to Pay
 * e-Bill
 * Paper bill eligibility
 * Understand the Bill:
   * First Bill
   * Monthly Bill
   * Final Bill
 * Understand the charges:
   * Changing your plan
   * One time charges
   * Travelling
   * Partial charges
   * Standard Rates
   * e911
   * 411
 * Credit Limit
 * Track your usage
 * My Data Manager
 * Add or remove add-on features
 * Transfer of Responsibility
 * On the Virgin Plus SuperTab?
 * Tax Exemption
 * Sweet Pay FAQs


YOUR BILL WON’T PAY ITSELF, BUT OUR APP MAKES IT ALMOST THAT EASY.

Download the My Account app
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PHONE SUPPORT, WARRANTY AND REPAIRS

 * Using my phone
   * Phone guides and user manuals
   * Wi-Fi Connection
   * Sync and Back Up
 * Operating system updates
 * Basic Troubleshooting
 * Lost or Stolen phone
   * Temporarily suspend service
 * Upgrade, Trade-in Program and Recycle
   * Upgrading to a new phone
   * Trade-in Program
   * Recycle Me
   * Return Battery
   * Eco-fee
 * SIM cards support
 * Update SIM card on existing Virgin Plus account
 * eSIM and dual SIM
   * What is eSIM?
   * What is dual SIM?
   * Setting up eSIM and dual SIM on an iPhone + FAQs
   * Setting up eSIM and dual SIM on Android + FAQs
 * Unlocking your phone
 * Warranty and repairs
   * Returns, Warranty and Repairs
   * Track your phone repair
   * Warranty coverage
   * SmartCare
   * Service Lounge
 * Track your shipment
   * Tracking a Virgin Plus order (new wireless device)

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COVERAGE, LONG DISTANCE AND TRAVELLING

 * Coverage and Network
 * Canada-Wide Calling
 * Texting from Canada to other countries
 * 5G Network Access - FAQs
 * Canada Rates
 * Rates in Canada
 * Long Distance to US
 * International Long Distance
 * Roaming and Travel
 * Roam Sweet Roam
 * Data Travel Passes
 * US Rates
 * International Rates
 * Travelling with your device

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PLANS, ADD-ONS AND SERVICES

 * Changing your plan
 * Update your Buddy numbers
 * SmartCare
 * 3G data speed plans
 * Unlimited Nationwide Data Plans - FAQs
 * Add-on Features
   * Calling features
   * How to reset your voicemail PIN
 * Other services
   * 411
   * 911
   * T911
   * GPS Week Number Rollover (WNRO) event
   * Group messaging
   * Premium Text Messages
   * Voicemail via MMS
   * Accessibility Centre
 * Member updates
 * On the Virgin Plus SuperTab?
 * Ending your service
 * Wireless Public Alert Awareness FAQs
 * Wireless Number Portability
 * Internet Traffic Management Practices
 * Virgin Plus Crave FAQs

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PREPAID SUPPORT

 * Getting started on prepaid
 * Activating your prepaid phone
 * Log in to prepaid My Account
 * How to top up your prepaid account
 * Manage your prepaid My Account
 * Prepaid rates
 * Ending your prepaid service
 * Step By Step Instructions (Prepaid)

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GET IN TOUCH

 * Contact Us
 * Find a store
 * How to resolve a concern
 * Unresolved concern
 * Manage your communication preferences

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ESIM AND DUAL SIM

 * What is eSIM?
 * What is dual SIM?
 * Setting up eSIM and dual SIM on an iPhone + FAQs
 * Setting up eSIM and dual SIM on Android + FAQs

(province:)including: /en/support/touts/smartwatch_numbershare.inc


SMARTWATCH AND NUMBERSHARE

 * Setting up a Smartwatch plan with NumberShare on your Apple Watch
 * Setting up a Smartwatch plan with NumberShare on your Samsung smartwatch
 * Setting up a Smartwatch plan with NumberShare on your Google smartwatch
 * Smartwatch NumberShare Plans – Frequently Asked Questions

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STILL NEED HELP?


LET'S CHAT

Chat with us


SAY HELLO

Hook up at your closest
Virgin Plus store or retail partner.

Find a store


TALK TO US

To purchase products or services, or to move your services, call us to speak
with an agent.

Request a call

Or call 1-888-999-2321

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VIRGIN PLUS COMMUNITY FORUM

Join the community! Ask questions and find helpful answers from other Virgin
Plus Members.

Visit our community forum
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