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Member Updates

RATE PLAN CHANGE FEE

Starting April 24, 2019 all mid-billing period rate plan and/or data feature transactions completed by a Virgin Mobile rep will be charged a $10 Rate Plan Change Fee. This fee does not apply if the transaction is completed through My Account, or if the transaction takes effect on the next bill date.



HEADS UP! PRICE CHANGE INFO.

Starting on your April 2019 bill date, the mobile rates for Pay Per Use data will change.

CURRENT PAY PER USE DATA RATES

NEW PAY PER USE DATA RATES

0-50MB

$7.50

0-100MB

$10

51-250MB

$15

101-200MB

$20

250+ MB

$5/250MB

201-300MB

$30

 

 

301-400MB

$40

 

 

401-500 MB

$50

 

 

500+ MB

$0.12/MB


To avoid Pay Per Use charges, you can choose a plan or add-on with the right amount of data to fit your style. Give us a shout at 1-888-999-2321 if you wanna chat about your options.

At Virgin Mobile, we're always hustling to keep our fees as low as possible while still providing you the best customer service in Canada, the hottest phones, super-flexible plans, and great phone service you've come to expect from us. Thanks for sticking with us.

BILL PAYMENT INFO.

Attention Member! During the Canada Post work stoppage, you may not receive your paper bill in the mail before your account balance is due. You remain responsible for making your payments on time to avoid possible late fees or losing your service due to non-payment. So check your account balance and payment due dates anytime in My Account and visit other ways to pay to see how to make your payments on time. Please don't send your payment through the mail because there is a chance we won't receive your payment on time.

HEADS UP! PRICE CHANGE INFO.

Starting on December 1, 2018, pay-per-use text messaging rates are changing.

To avoid pay-per-use charges, you can choose a plan or add-on with the appropriate text messaging feature.

Pay Per Use Text Messaging

Current Price

New Price

Canada to Canada

$0.20/msg

$0.30/msg

Canada to the US

$0.20/msg

$0.40/msg

Canada to International

$0.35/msg sent
$0.20/msg received

$0.40/msg

HEADS UP! PRICE CHANGE INFO.

Starting on March 1, 2018, some prices will be going up. We appreciate you sticking with us as we do everything we can to keep our fees as low as possible while still providing you with award-winning service and a super-vast network you’ve come to expect from us.

The price increase effects the following services:

  • Out-of-Plan data usage will be increasing to $7/100MB on select BYOP plans
  • Select BYOP plans will be increasing by $1-5 per month

UPDATE: If you switched your BYOP plan after Dec 15th 2017, disregard the price increase. You will not be impacted.

HEADS UP! CDMA NETWORK REPLACEMENT

What is CDMA?

The CDMA network is an older network that is being replaced with our latest network. This replacement will affect Members running on the CDMA network starting on the below dates:

Start Date

End Date

Regions affected

April 30, 2019

April 30, 2019

Manitoba
Ontario
Rest of Québec
Prince Edward Island
Newfoundland and Labrador
New Brunswick and Nova Scotia

Dec 31, 2018

Dec 31, 2018

US Roaming

May 31, 2018

June 1, 2018

Fort Nelson, British Columbia
Québec City (and the South Shore), Québec
Kenora, Ontario
Nunavut
Yukon
North West Territories

June 30, 2017

July 5, 2017

Saskatchewan

March 3, 2017

June 30, 2017

Gaspe region in Québec

January 31, 2017

June 30, 2017

Alberta and British Columbia (excluding FortNelson)


What does this mean to you?

Members running on the CDMA network won’t have access to any of their phone services including voice, 911 services, text, and data after the end dates in the regions listed above. You won’t be able to make or receive calls, send or receive texts or use any data on your CDMA phone.

Heads up! If you're a Prepaid Member you won't be able to top up your account after March 27, 2019. Your prepaid balance will expire starting July 27, 2019. However, if you upgrade your phone to one that works on the latest network before your balance expiry date, your balance will be transferred to your new phone and top-up blocks will be removed.

Start Date

Balance expiry

Regions affected

Starting March 27, 2019

Starting July 27, 2019

Manitoba
Ontario
Rest of Québec
Prince Edward Island
Newfoundland and Labrador
New Brunswick and Nova Scotia

March 20, 2018

September 20, 2018

Fort Nelson, British Columbia
Québec City (and the South Shore), Québec
Kenora, Ontario
Nunavut
Yukon
North West Territories

July 1, 2017

July 31, 2017

Saskatchewan

March 4, 2017

July 31, 2017

Gaspé region in Québec

February 1, 2017

July 31, 2017

Alberta and British Columbia (excluding Fort Nelson)


For more info, give us a shout at 1-877-567-5016. Our mailing address is: 720 King Street West, Suite 905, Toronto, ON M5V 2T3.


What can you do to be sure you don't lose your phone services?

Don't sweat it, you can switch to our new HSPA/LTE network which gives you access to super-fast speeds. It's easy to upgrade to a hot new phone on the new network, just head to My Account to get started, or learn more about how to upgrade. You can also check out our interactive coverage map for a detailed view of our network coverage in these areas.


How do I know if my phone is affected?

Just check the inside of your phone for a SIM card. The SIM card slot is normally located underneath the battery. If your phone does not need a SIM card then it's probably a CDMA phone.

Here's a list of Virgin Mobile CDMA phones:

  • LG 700 Bliss
  • LG 570 Muziq
  • LG 260 Rumour
  • LG 265 Rumour 2
  • LG 230
  • Motorola KRZR K1m
  • Motorola RAZR2 V9m
  • Novatel Wireless U760 USB
  • Novatel 998
  • Novatel Ovation MC547
  • RIM BlackBerry 8130
  • RIM BlackBerry 8230
  • RIM BlackBerry 8330
  • RIM BlackBerry Q5
  • RIM Blackberry Bold 9700
  • RIM BlackBerry Curve 8530
  • RIM BlackBerry Curve 9330
  • RIM BlackBerry Curve 9350
  • Samsung m510
  • Samsung r561
  • Samsung r610
  • Samsung r100
  • Samsung m320
  • Samsung r351
  • Samsung m320
  • Samsung m330
  • Samsung Link

Heads up! An old self serve app is being shutdown.

On December 31, 2016, we're shutting down the old self serve app that some Members are still using to access your account details. The app has recently been used by Members using older model phones, like flip phones. Remember those? If you aren’t already using the My Account app, check out the deets at virginmobile.ca/app.