Looking for more information about accessibility services? Learn more here.
Got Questions? We can help
What is accessibility?
Accessibility is what we’d like to offer you. Virgin Mobile provides services to Members who self-identify with a disability that prevents them from completing daily tasks easily. These include visual, hearing, cognitive, speech or physical impairments.
Who can receive accessibility services?
If you have an accessibility issue, we’ll gladly work with you in the style you like to make your Member experience more enjoyable.
How can you get accessibility services?
If you’re a new Member (welcome!), you can set up your services at any Virgin Mobile store. If you would like to add or change an Accessibility service on your account, contact the Care team at 1-888-999-2321.
We’ll send you your service agreement in another format, including Braille, Audio CD, e-text CD and Large print.
Extended You'll Love Us Guarantee
We’ll lengthen the period we normally give Members to change their mind, which is 15 calendar days from the commitment start date to return their device. If you are a person of disability, that extends the You’ll Love Us Guarantee period to 30 days from the commitment start date. For all returns, conditions do apply. Check out our Returns, Warranty and Repairs page for conditions and more info.
Text with 9-1-1
When you dial 9-1-1, the 9-1-1 call centre is notified that they need to communicate with you using text (SMS) instead of voice. The 9-1-1 call centre will then initiate text messaging with you to address the emergency. Register for T9-1-1
With Call Display, the name of the person calling appears on your phone screen, so you can see who’s calling (and decide if you want to answer or not).
We offer Members support through E-Chat, an instant-messaging type of chat, on virginmobile.ca. No calling required. Click here.
Voicemail to Text
This service converts your voicemail messages to text messages (nice!) and delivers them to your phone so you can read them.
We’ll help you call the right people. Care representatives will place local calls and navigate Interactive Voice Response (IVR) systems on your behalf, free of charge. We’ll also take care of the surcharge on Care-assisted long distance calls.
If you're visually impaired, you can contact 411 and be connected to the number you're looking for. Heads Up! A $2.49 connection fee will be charged, but once you get your bill, please give Care a call at 1-888-999-2321 and we'll remove the fee if you have a self-identified accessibility requirement. Other standard usage fees, like airtime charges and long distance charges, also apply.
We carry phones that offer a variety of features – like talk to text, speaker phone, predictive text input, voice dialing and more – which might help make things more comfortable for you. To help you figure out if a certain phone is the ideal match for your needs, we’ve posted the user manuals for each phone we carry, which list each phone’s features. Already have a phone? Check your user manual to discover what your phone can do for you.