eSIM Download

If you just activated a line, we've reserved an eSIM for your device.

To start using your service you will need to download the eSIM to your device. See steps below on how to complete the set up:

• To set up for an iPhone XS, XS Max, or XR:
  • Make sure you have updated to iOS 12.1
  • Open the 'Settings' app > go to 'Cellular Page' > click 'Add cellular plan' button, and scan the QR code above
• If you are viewing this on your iPhone:
  • Copy the SM-DP Address: CUST-011-V4-PROD-ATL2.GDSB.NET.
  • Select 'Enter Details Manually'
  • Paste it into the "SM-DP+ Address" field. Activation Code field should be left blank.

If you are on another eSIM capable device the process may differ, see instructions from the device manufacturer.

• What is 'Dual SIM Dual Standby?'
  • 'Dual SIM Dual Standby' allows you to have two phone numbers on a single iPhone. This means you can have two local numbers or use the second line when traveling internationally, or even purchase a separate rate plan.
  • 'Dual SIM Dual Standby' allows you to have two phone numbers to make and receive voice calls, and to send and receive SMS and MMS.
  • On iPhone XR, Xs and iPhone Xs Max, 'Dual SIM Dual Standby' is a combination of a physical nano-SIM and an eSIM.
  • The phone numbers can be on the same account, different accounts, or from different carriers (for example, one line from Virgin Mobile and one line from Bell). 
• What is an eSIM?
  • An eSIM is a digital SIM that allows you to activate a cellular plan without having to use a physical nano-SIM.
• Does Virgin Mobile Support the 'Dual SIM Dual Standby' functionality on the Apple iPhone XR, Xs and Xs Max?
  • Yes we do! This functionality will be available with iOS 12.1 and newer. 
  • To learn more about how to set up and use an eSIM with your iPhone XR, Xs or iPhone Xs Max, see https://support.apple.com/en-ca/HT209044
• What rate plans are available for the two lines?
  • The first line can be on any Virgin Mobile rate plan and the second line can be activated on a BYOP smartphone rate plan.
  • You can choose to have voice or voice and data on either line. To see BYOP plans, click here. 
• I'm an existing Virgin Mobile Member with two phone numbers, on two separate devices. Can I move one of my phone numbers to an eSIM so I can have both my phone numbers on my one iPhone XS, iPhone XS Max or iPhone XR?
  • This is not possible at this time.
• How do I tell which phone number I'm using?
  • The default labels for each of the lines are "Primary" and "Secondary".
  • In the "Cellular Settings" of your iPhone, you can create your own labels for each line. For example, "Work" or "Personal".
  • When you make or receive calls, or exchange a text message, you will see the first letter of the label to indicate which line you are using. 
• If I have a data feature on both lines, which data feature will I use and therefore be billed for?
  • Both lines can support data features but you can only access one line's data feature at a time.
  • At any one time, your data usage will come out of the data feature you have defaulted to in your iPhone's "Cellular Settings". You can toggle to your other data feature within those settings as you like.

    For example: during work hours, you can use data from your "Work" line but after work, you can switch to your "Personal' line for data. See https://support.apple.com/en-ca/HT209044 for more details.

• Can I use data while on a call?
  • Yes, but only one line can use data at a time.
  • In settings, if "Cellular Data Switching" is turned off:
    • You can only use data while on a call, if the call is on the same line that you have selected for your data usage. For example: if your data is set to Line 1, and you are on a call using Line 1 you can use data while you are on the call. However, if your data is set to Line 2, and you are on a call on Line 1, you cannot use data while you are on the call.
  • In settings, if "Cellular Data Switching" is turned on:
    • Then you will be able to use data during a call no matter what line your data or voice is set to. For example: if you are on a call on Line 1 and your data is set to Line 2, you will be able to use data from Line 2 while you're on the call on Line 1.
  • You can also access available Wi-Fi data on either line regardless of which line you have selected for your data usage.
  • For steps on how to change your data number, click here
• How will I be billed for voice and messaging?
  • Voice, Messaging, and Text usage is billed according to the rate plan of the line used for each activity. You have the choice of which phone number to use for each call and text
• Can both lines be connected to the network at the same time?
  • Yes, both lines are connected to the network, however, when you are on a call on one line, the other line goes on standby mode. So, if someone tries to call you on Line 2 when you are on a call on Line 1, you will not receive a call waiting notification for the incoming call.  Instead, that call will be directed to your voicemail.
  • Big Heads-up! This situation would also apply to 911 calls. For example, if you are in a situation where you call 911 from Line 1, and your phone disconnects and you get a different call on Line 2, you will not receive a notification that the 911 operator called you back.
• What happens when I roam?
  • Just as you can choose which line to use while in Canada, you can do the same while you roam.
  • Heads-up! You will receive your roaming notifications from Virgin Mobile for both lines in the same message thread. So, it's important to pay attention to the line indicator (primary or secondary) in the message thread so you can tell which line you are using for roaming, especially if you have different roaming features as between the two lines.
• Will T911 and E911 work on both lines?
  • Both lines have the capability to dial 911. Where E911 is available, the caller's number and approximate location will be provided, regardless of the line used.
  • For T911, each line would need to be registered separately. To register for T911, customers can visit this link.