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Virgin Mobile update on COVID‑19

At Virgin Mobile, we are closely monitoring the COVID‑19 situation and are putting in place measures to protect the health and safety of the public and our team members.

As the leading provider of communications services to Canadians everywhere, Virgin is focused on delivering the reliable and high-quality connections that consumers rely on. And we’ve put in place the people and the resources necessary to continue to deliver for Canadians throughout the COVID-19 situation.

As the situation evolves, we will keep you informed of any developments right here.

We're here to help

Essential services

 

While businesses across the country are closing, Virgin Mobile has been recognized as an essential services provider. Our networks and services continue to be available as well as our employees for assistance.

 

To ensure our Members continue to receive the essential communications services they rely on, we have partnered with Bell to have our Members supported at a select number of Bell retail locations that are remaining open on reduced hours. While our call centres also remain open, we are experiencing an unprecedented volume of calls. We recommend Members use our self-serve tools. They are the fastest and simplest way to manage your services and can be accessed here.

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our stores

As a precaution during the current COVID-19 situation, we have decided to temporarily close most of our Virgin Mobile stores. To ensure our Members continue to receive the essential communications services they rely on, we have partnered with Bell to have our Members supported at a select number of Bell retail locations that are remaining open.

Should you require urgent assistance from our store team, select Bell street front locations will remain available on reduced hours, ready to deliver essential services such as loaner phones, critical device activation, SIM card replacements, as well as power accessories. Of course, extra sanitation measures will be in effect in those locations and as a precaution, the number of customers in a store will be limited to 3 at any given time.

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NETWORKS AND SERVICES

We know the services we provide are critical and all our networks and services remain fully operational. With many businesses asking employees to work from home and the special requirements of public safety authorities, we are ready to add even more capacity should the need arise.

TEAM MEMBERS

Virgin Mobile is working to ensure the health and safety of the public and our team members in accordance with all public safety guidelines. This includes extra sanitation measures in our workplaces and stores, and of course for any team member dealing directly with customers. In addition, Virgin employees or representatives – including service technicians and store reps – returning from abroad or feeling unwell are instructed to stay at home for the recommended period.

MEMBERS

We are ready to assist you throughout this situation. However, during the COVID-19 situation, you may experience longer wait times than usual. While we remain available on the phone or through e-chat, My Account is the fastest and most convenient way to manage practically all aspects of your services at any time you choose. You can access My Account here.

We understand Members could be facing financial challenges during the COVID-19 situation. We can help. If it happens that you can’t pay your bill on time, you can set up a flexible payment option in My Account.

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What you can do

We are ready to assist you throughout this situation. However, during the COVID-19 situation, you may experience longer wait times than usual. While we remain available on the phone or through e-chat, My Account is the fastest and most convenient way to manage practically all aspects of your services at any time you choose. You can access My Account at virginmobile.ca/myaccount.

As a precaution during the current COVID-19 situation, we have decided to temporarily close most of our Virgin Mobile stores. To ensure our Members continue to receive the essential communications services they rely on, we have partnered with Bell to have our Members supported at a select number of Bell retail locations that are remaining open on reduced hours.

Please note that we are closing our stores to minimize the spread of COVID-19.

Quick tips

  1. Use self-serve option to manage your services. Access them here.
  2. Visit stores, request technician visits or contact call centres only for essential requests.
  3. Refrain from visiting our stores or requesting a technician visit if you are feeling unwell (fever, cough, difficulty breathing).
  4. Use your services responsibly to ensure communications networks perform at their best for all.

More info to help you

  • Can I still currently visit a Virgin Mobile store?

    As a precaution during the current COVID-19 situation, we have decided to temporarily close most of our Virgin Mobile stores. To ensure our Members continue to receive the essential communications services they rely on, we have partnered with Bell to have our Members supported at a select number of Bell retail locations that are remaining open.

    We understand Members could be facing financial challenges during the COVID-19 situation. We can help. If it happens that you can’t pay your bill on time, you can set up a flexible payment option in My Account.

  • If required, will Virgin Home Internet technicians still come to my house?

    Yes. Rest assured Virgin Mobile Home Internet technicians who have been abroad or feeling unwell (fever, cough, difficulty breathing), are instructed to stay home and not visit customers. Those who are visiting Members are asked to practice safe hygiene measures. Of course, Members who are feeling unwell (fever, cough, difficulty breathing), or have members of their household who are, should not be in contact with others and therefore refrain from requesting technician visits. We will make every effort to find alternative ways to assist those Members.

    Remember that non-critical technician visit requests will not be actioned at this time.

    Technician visit within a few days. Service performed remotely or through self-install where possible. Otherwise, a technician visit will be scheduled once full service resumes.
    • Service repairs
    • New service installations including moves
    • Addition of services for existing Members
    • Internet service upgrade
  • Are you confident in your ability to continue providing service as the situation evolves?

    Yes. In addition to having put in place measures recommended by public safety authorities to protect our team members, Virgin is able to also serve Members throughout Canada wherever they are from the multiple workplaces we operate across the country.

  • What happens if I can’t pay my bill by the due date?

    We understand Members could be facing financial challenges during the COVID-19 situation. We can help. If it happens that you can’t pay your bill on time, you can set up a flexible payment option in My Account and this will ensure your services remain active.

  • What if I want to restore my services that are currently on seasonal suspension early?

    The easiest and quickest way to restore your suspended services is by calling 1-888-999-2321 or submitting a request with an e-chat agent.

  • Why was a service rate adjusted on my latest bill?

    It is possible that service rate adjustments communicated over 30 days ago or previously implemented still appear on your latest bill.

    However, given the current COVID-19 situation, we have made the decision to postpone any additional service rate adjustments until further notice.

Bell - Pitt Meadows

Meadowtown Centre

19800 Lougheed Hwy

Pitt Meadows, BC, V3Y 2W1

Phone: (604) 465-8778

Hours of Operations:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - Granville Street

2698 Granville St

Vancouver, BC V6H 3H8

Phone: (778) 328-2160

Hours of Operations:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - Robson Street

1147 Robson St

Vancouver, BC, V6E 1B5

Phone: (604) 678-3390

Hours of Operations:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - Lansdowne

Lansdowne Village

450 Lansdowne St

Kamloops, BC, V2C 1Y3

Phone: (250 ) 434-4601

Hours of Operations:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - Dilworth

Dilworth Shopping Centre

2339 Hwy 97 N

Kelowna, BC, V1X 4H9

Phone: (250) 448-7174

Hours of Operations:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - Boisbriand

2689 D'ANNEMASSE, BO

BOISBRIAND, QC, J7H 0A5

Phone: (450) 971-4728

Hours of Operation:

Monday to Friday 11am – 6pm

Saturday 11am – 5pm

Sunday 12pm – 5pm

Bell - DIX30

9380 BOUL LEDUC

BROSSARD, QC, J4Y 0B3

Phone: (450) 676-7844

Hours of Operation:

Monday to Friday 11am – 6pm

Saturday 11am – 5pm

Sunday 12pm – 5pm

Bell - Bell MégaCentre Rive-Sud

920 BOUL. GUILLAUME

LÉVIS, QC, G6W 0B1

Phone: (418) 834-6033

Hours of Operation:

Monday to Friday 11am – 6pm

Saturday 11am – 5pm

Sunday 12pm – 5pm

Bell - Ste. Catherine

892 STE-CATERINE OUE

MONTRÉAL, QC, H3B 1E2

Phone: (514) 866-6686

Hours of Operation:

Monday to Friday 11am – 6pm

Saturday 11am – 5pm

Sunday 12pm – 5pm

Bell - Deerfoot Meadows

8180 11 ST SE

CALGARY, AB, T2H 3B5

Phone: (403) 410-7260

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - Shawnessy Village

70 SHAWVILLE BLVD SE

CALGARY, AB, T2Y 2Z3

Phone: (403) 873-1015

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - 184 Street & Stony Plain Road

18559 STONY PLAIN RO

EDMONTON, AB, T5S 2X6

Phone: (780) 644-9930

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - Lethbridge Smart Centre

3728 MAYOR MAGRATH D

LETHBRIDGE, AB, T1K 7V1

Phone: (403) 388-4667

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - South Edmonton Common

1927 98TH STREET NW

EDMONTON, AB, T6N 1L5

Phone: (780) 440-3179

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - Stonecreek Village

108 RIVERSTONE RIDGE

FORT MCMURRAY, AB, T9K 1S6

Phone: (587) 537-9229

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

 Bell - Nashwaaksis Plaza

102 MAIN ST.

FREDERICTON, NB, E3A 9N6

Phone: (506) 454-0614

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - Plaza Boulevard

30 PLAZA BLVD.

MONCTON, NB, E1C 0G4

Phone: (506) 854-3527

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - Pippy Place

34 PIPPY PLACE

ST. JOHN'S, NL

A1B 3X4

Phone: (709) 722-3748

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - Scotia Square

5201 DUKE STREET

HALIFAX, NS, B3J 1N9

Phone: (902) 429-1844

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - Bayers Lake

209 CHAIN LAKE DR

HALIFAX, NS, B3S 1C1

Phone: (902) 450-1552

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - Bedford Highway

741 BEDFORD HIGHWAY

HALIFAX, NS, B3M 2M1

Phone: (902) 457-5562

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - Ferrari Plaza

4096 WALKER ROAD

WINDSOR, ON, N8W 3T5

Phone: (519) 972-4857

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - Barrie Power Centre

21 MAPLEVIEW DRIVE W

BARRIE, ON, L4N 9H5

Phone: (705) 735-3413

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

 Bell - Meadowlands Plaza

821 GOLF LINKS RD ON

ANCASTER, ON, L9K 1L5

Phone: (905) 304-6611

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - Sunrise

1400 OTTAWA STREET S

KITCHENER, ON

N2E 3S3

Phone: (519) 749-2116

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - Heartland BELL WORLD

5935 MAVIS RD

MISSISSAUGA, ON, L5R 3T7

Phone: (905) 502-5919

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - Creekside Crossing

1560 DUNDAS STREET E

MISSISSAUGA, ON, L4X 1L4

Phone: (905) 276-0500

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - Trinity Commons

100 GREAT LAKES DR

BRAMPTON, ON, L6R 2K7

Phone: (905) 793-1001

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - RioCan Centre

1099 MAPLE AVE

MILTON, ON, L9T 0B7

Phone: (289) 851-5401

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - The Stockyards

60 WESTON RD

TORONTO, ON, M6N 0A7

Phone: (416) 766-3919

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - Yonge & Eglinton

2323 YONGE STREET

TORONTO, ON, M4P 2C9

Phone: (416) 322-7091

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - 316 Queen St W

316 QUEEN ST W

TORONTO, ON, M5V 2A2

Phone: (416) 977-6969

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - Merivale

1541 MERIVAL RD. S

NEPEAN, ON, K2G 5W1

Phone: (613) 723-4400

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - Smart Centre Orleans

2002 MER BLEUE BUILD

ORLEANS, ON, K4A 3T8

Phone: (613) 830-4098

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - Kanata

510 EARL GREY DRIVE

KANATA, ON, K2T 1B6

Phone: (613) 592-8141

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

Bell - Trenton

260 DUNDAS STREET E

TRENTON, ON, K8V 1M2

Phone: (613) 394-2807

Hours of Operation:

Monday to Saturday 11am – 6pm

Sunday 12pm – 5pm

There are no Bell stores in your region.

Please call 1-888-999-2321 for support.