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Uh oh. We know it can be stressful to lose your phone or have it stolen.
We're here to help you out and get you back up and running again as soon as possible.
The following tips will help you reduce the risk of theft and make the info on your phone more secure:
Learn more from the Canadian Wireless Telecommunications Association about protecting yourself and your data.
Once you notice that your phone is gone, here's what you should do immediately:
If you report that your phone has been lost or stolen we will add it to a national "blacklist" of stolen phones to prevent others from using it.
What happens next:
As soon as you let us know that your phone has been lost or stolen, we can suspend your service. If you report your phone as lost or stolen, and do not notify Virgin Mobile of its return, then the phone may be permanently disabled.
Remember that your agreement continues to apply even after you have reported your phone as lost or stolen. What happens with your monthly charges or account balance depends on whether your services with Virgin Mobile are on a postpaid or prepaid plan:
You're responsible for any charges (e.g., calls, texts or data) made on your phone between the time that it's lost or stolen and when you get in touch with us to disconnect it! And remember, if you decide not to get a new phone and cancel your services instead, any applicable Early Exit Charge will apply.
Check out your Terms of Service for further details.
In an effort to help our Members against phone theft, we'll stop service for any HSPA/LTE phone that has been registered as lost or stolen on a national “blacklist”. The national blacklist is used by by service providers in Canada to help prevent the usage of lost or stolen phones.
Once a phone is blacklisted, it can’t be used on Virgin Mobile’s network, or the networks of all other service providers in Canada.
What if you find your blacklisted phone?
Give us a call at 1-888-999-23211-888-999-2321 and we’ll make sure your phone is removed from the "blacklist". Your phone should regain access to the Virgin Mobile network within 24 hours. A request to remove your phone from the national "blacklist" will also be made within 24 hours.
We can only remove a phone from the blacklist for you, if you were the person that originally blacklisted it. If your phone was reported lost or stolen and blacklisted by another service provider, you must contact that service provider to be removed from the blacklist. Check the status of your phone.
If your phone or SIM card is lost or stolen while travelling, you should report it to us immediately to avoid fraud charges.Contact us
If you lost your phone or SIM card, you can replace it with another phone or SIM card and keep the same mobile number.
First, please notify Virgin Mobile of loss or theft as soon as possible. We’ll make sure your phone or SIM card can't be used by someone else. Plus, you won’t be responsible for unauthorized usage made after you’ve contacted us.
Second, you'll need to replace your phone or SIM card. Head to a Virgin Mobile store and we'll help you out. If you have a Virgin Mobile Smartcare plan, you may be eligible for a new phone under the enhanced warranty.
Already have another phone? You can use it as your replacement phone. If the replacement phone supports a SIM card, you’ll need to get a new Virgin Mobile SIM card.
Any phone that’s already been reported as lost or stolen and placed on the blacklist won’t have access to the Virgin Mobile network. Check the status of your phone.