How can we help you?

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:

• 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

• Am I eligible for an upgrade?

  To check if you’re eligible for an upgrade log in to My Account and check the My Service tab. If you're eligible, head to a Virgin Mobile store to get your new phone and start showing it off!

  Learn more about upgrading to a new phone

• How can I update my Buddy numbers?

  You can change your Buddy List once a month for free! Here's how:

  On your phone:
  
  
  1. Open a browser and head to my.vmobile.ca
  2. Pick My Buddies
  3. Scroll down and hit Edit
  4. Make your changes and click Save

  
  

  On your computer:
  
  
  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

• I’m going over my plan usage limit. What can I do?

  The last thing we want is for you to get a crazy-high bill. You can avoid overages by keeping track of your usage in My Account and making sure you stay inside your plan’s limits.

  We’ve also got some awesome new plans and add-ons that are jam-packed with features.

  Learn more about tracking your usage in My Account

• 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

• 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!

• 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

• 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.

• 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.

• 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!

Before You Join

• Why choose us?
• Shop with confidence
• Find a store
• Moving your number
• Virgin Mobile SuperTab
• Data Calculator

Getting started

• Set up your phone
• Register to My Account
• Sign up for e-Bill
• Set up pre-authorized payments
• Update your Buddy numbers
• Tracking your usage

My Account

• Register to My Account
• Log in to My Account
• Using My Account

• My Account Explained
• Manage My Account
• Tracking your usage

• Manage My Account Prepaid

My bill and services

• View your bill and usage
• Understand the charges:

• Bill Explainer
• Standard Rates

• Ways to Pay
• Credit Limit
• Update your Buddy numbers
• Changing your plan
• Member updates
• Ending your service

Phone support, Warranty and repairs

• Using my phone

• Interactive phone guides
• User manuals

• Operating system updates
• Basic Troubleshooting
• Lost or Stolen phone
• Upgrade, Trade-in Program and Recycle

• Upgrading to a new phone
• Trade-in Program
• Recycle Me
• Eco-fee

• SIM cards support
• Unlocking your iPhone

• Warranty and repairs

• Repairs and exchanges process
• Warranty coverage
• SmartCare
• Service Lounge

Coverage, Long Distance and Travelling

• Coverage Maps
• Long distance rates

• Canada rates
• Long Distance to the US
• International Long Distance

• Roaming and travel rates

• US rates
• International rates
• International roaming zones

• Canada-Wide calling
• Network

Plans, Add-Ons and other services

• Virgin Mobile SuperTab
• Changing your plan
• Update your Buddy numbers
• Add-on Features

• Calling features
• Apps and downloads
• Mobile TV

• SmartCare
• Other services

• 411
• 911

Prepaid

• Activating your prepaid phone
• Ways to pay on Prepaid
• Prepaid rates
• Manage My Account prepaid
• Changing your prepaid plan
• Ending your prepaid service

Get in Touch

• Contact Us
• Find a store
• Complaint process