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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

Assisted Self-Installation and Repair program

 

We take protecting the health and safety of our team and Members very seriously. We are introducing our Assisted Self-Installation and Repair program. Where possible, our Home Internet technicians will perform service installations and repairs entirely from outside the home.

 

If intervention inside the home is required, our Home Internet technicians will provide equipment in boxes at the door and guide Members through the necessary steps over voice or video call directly from their service vehicle. Only when needed will our Home Internet technicians come into the house. Our Home Internet technicians and Members will then be asked to practice proper sanitation and social distancing measures.

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

We are focused on ensuring the health and safety of our team members and the public. As such, we are:

  • Encouraging employees who can work from home to do so, including certain call centre employees
  • Implementing extra safety and sanitation measures in our workplaces
  • Keeping Virgin Mobile employees feeling unwell at home for the recommended period
  • Sending technicians in homes only when necessary
  • Limiting open stores to a select few for critical needs

MEMBERS

We understand these are challenging times for all Canadians. To help, we have

  • Waived extra usage fees for all Home Internet Members
  • Waived Roam Sweet Roam and all pay-per-use roaming fees for all destinations until April 30th, 2020
  • Provided flexible payment options for Members facing financial challenges
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Our call centres

Virgin Mobile has been recognized as an essential services provider by government officials. We are providing more and more Care reps with the tools they need to work from home to ensure they remain safe and healthy while continuing to provide the essential communications services our Members rely on. We remain available 24/7 to provide technical assistance. For all other inquiries, we will be modifying our operating hours to allow our hardworking Care reps the necessary time to rest and adjust to the situation. For details on operating hours, click here.

We continue to recommend that Members use My Account as much as possible as it’s the fastest and most convenient way to manage practically all aspects of your services at any time you choose. We thank you for your understanding.

Quick tips

1. Use My Account

My Account is the fastest and most convenient way to manage practically all aspects of your services at any time, including:

  • Add data and other plan add-ons
  • Monitor your mobile and Internet usage
  • Pay and manage your bill
  • Get support for your devices
  • Manage your devices

Access My Account here

 

2. Protect yourself from fraud

There has been a recent increase in phishing scams designed to trick you into disclosing personal information. Please know that Virgin Mobile will never ask you to provide or confirm any of the following via text message or email:

  • Passwords
  • PIN numbers
  • Banking information
  • Credit card details

To learn more about protecting your security and privacy, click here

 

3. Clean your phone regularly

Smartphones are considered high-touch surfaces as they are frequently in your hand and in contact with your face. To clean your phone:

  • Use soapy water or a wipe with up to 70% isopropyl alcohol (stay clear of aerosol sprays, bleaches or adhesives, which could be damaging)
  • Wipe your device gently to avoid scratching or damaging the surface and avoid getting cleaners in your phone’s ports
  • Always follow cleaning instructions from your device’s manufacturers

 

4. Get ready for your technician visit

In order to provide critical installation and repair services to customers while preventing the spread of COVID-19, we have launched the Assisted Self-Installation and Repair program. This program allows customers to conduct a majority of their service needs by themselves with the support and assistance of an on-site Bell technician. To prepare for an assisted self-installation or repair, please consult virginmobile.ca/myinstall to review the steps and watch the videos for your specific service need.
Please note that technician visits are limited at this time to ensure all Canadians can stay connected.
Services for which we will send a technician:

  • Service repairs
  • New service installations, including moves
  • The addition of services for existing Members

Services that will be provided remotely or though self-installation if possible (if not, a technician visit will be scheduled once full service resumes):

  • Internet service upgrade

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 Mobile Home Internet technicians still come to my house?

    Yes. We’ve already put in place measures such as enhanced sanitation, social distancing and keeping team members who are returning from abroad or feeling unwell home for the recommended period. Likewise, we are screening appointment requests and will not be sending technicians to homes of Members who have recently traveled or who have flu-like symptoms. Finally, our Home Internet technicians are focusing on critical installation and repair work to ensure Canadians stay connected at the moment.

    In addition, we are now going a step further to protect our team members and the public. We are introducing our Assisted Self-Installation and Repair program. Where possible, our Home Internet technicians will perform service installations and repairs entirely from outside the home. If intervention inside the home is required, our Home Internet technicians will provide equipment in boxes at the door and guide Members through the necessary steps over voice or video call directly from their service vehicle. To make it easier for Members, we will also be providing step-by-step installation videos and online support. Only when needed will our Home Internet technicians come into the house. Our Home Internet technicians and Members will then be asked to practice proper sanitation and social distancing measures.

    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.