At Virgin Mobile, we're always on the look-out for our Members. If you're not happy, we're not happy. That's why we're making it even easier for you to tell us what's on your mind. While we think our Care Specialists are the best in the business, we know sometimes you might need some extra TLC. If you're not totally happy after being in touch with our Care Team, here are the steps for how you can escalate a complaint or concern to us:
STEP 1 - CONTACT A CARE REP
Contact our Care team to discuss any concerns you have about your service. Our Care reps will be happy to help you out.
Give us a shout from Monday – Sunday, 9am to 9pm local time at 1-888-999-2321 or 611 from your phone, or chat with us live.
If you’re not happy with how we’ve suggested handling your complaint, feel free to ask to speak with a supervisor. Our supervisors will do everything in their power to solve the problem.
STEP 2 - CONTACT OUR EXECUTIVE OFFICE
If you're not super-satisfied, please submit a complaint and one of our Senior Care reps will work with you to fix the problem.
Heads-up! Make sure you've gone through step 1 before reaching out to the Executive Office. Also, be sure to let us know who you've already spoken to so that we can talk to them and get a total picture of the situation.
ADDITIONAL STEPS YOU CAN TAKE
You're super important to us so we want to make sure we do everything we can to resolve your issue. But, if you feel your complaint hasn't been resolved, you can contact the Commission for Complaints for Telecom-Television Services (CCTS).
CCTS is an independent agency whose mandate is to resolve complaints of consumers about their telecom and TV services, and complaints of small business customers about their telecom services, free of charge.
If you have a complaint about your telephone, wireless, internet or TV service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you.
To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.
Please note that the CCTS won't be able to answer questions about the categories listed below.
Categories outside of CCTS scope:
- Pricing of products or services
- Content or an application downloaded from the Internet
- Broadcasting content
- Privacy concerns
- 900 and 976 services
If you've got a question or concern about one of these categories or anything else, please email us.