Business Profile

Telecommunications

Virgin Plus

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

This profile includes complaints for Virgin Plus's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

293 total complaints in the last 3 years.
77 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:17/12/2023
Type:Billing Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Virgin Mobile agent never told me about activation fee or long distance fees or data fees I was mislead into the plan and feel like I was taken advantage of
Business Response
Date: 19/12/2023
Hey there *******,

Were sorry to hear about your negative experience
in store regarding your plan details.

Details
of activation and plan were provided in the Membership Agreement, which you agreed
to when obtaining the service. ** **** ******** ****** ** *** ********** ********* ***** **** *** **** ** **** ** *** ******* ********* *** **** ******** **** *** ********* * **** **** ****** ** ******** *** *****
You
are always able to view or change your plan, yourself, via your online account
which can ben seen at www.virginplus.ca/myaccount.
Should
you have any questions or concerns, please do not hesitate to contact us ###-###-#### or at www.virginplus.ca/contactus – we’re here to help!
Kind
regards,
Virgin
Plus
Customer Answer
Date: 20/12/2023

Complaint: ********

I am rejecting this response because: they *** ***** ***** the terms we're never told to me by the lying representative of virgin mobile

Sincerely,

******* ******
Business Response
Date: 21/12/2023
Hey there *******,

Thank you for taking the time to write back.
Our position remains unchanged, details
of activation and plan were provided in the Membership Agreement, which you
agreed to when obtaining the service.
** **** ******** ****** ** *** ********** ********* ***** **** *** **** ** **** ** *** ******* ********* *** **** ******** **** *** ********* * **** **** ****** ** ******** *** *****
You are always able to view or
change your plan, yourself, via your online account which can ben seen at
www.virginplus.ca/myaccount.
Should
you have any questions or concerns, please do not hesitate to contact us ###-###-#### or at www.virginplus.ca/contactus – we’re here to help!
Kind
regards,
Virgin
Plus
Customer Answer
Date: 21/12/2023

Complaint: ********

I am rejecting this response because: they are saying the representative of virgin mobile disclosed the information that is not true he never discussed the agreement with me tell me why if he disclosed the information that says my price is twice as much as the old plan and no data and no long distance etc why would I agree to this virgin mobile representative never told me about any of this he said go shopping while he transferred from my old phone then just ask me to sign and it all ready t** **** ****** *** ***** ***** ** ***** *** **** ***** *** **** *** ****** ****** ** ********** **** I stand my ground that the virgin mobile representative never told me and tricked me into the plan further more I'm getting a little bit annoyed about virgin mobile representative **** **** ***** **** *** *** **** ******* ** **** ********* **** ***** *************** ** *** ************ ********

Sincerely,

******* ******
Initial Complaint
Date:17/12/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Paid outstanding balance plus and service not reactivated. Plus $2
Business Response
Date: 19/12/2023
Hey there ****,

Were sorry to hear about your negative experience
with Virgin Plus.

Reviewing your account we can see that it was
cancelled for non-payment on October 6, 2023 and currently has an outstanding
balance of $631.64.

For options on how to restore services with
Virgin Plus, please contact us directly at ###-###-#### or at www.virginplus.ca/contactus.

Awaiting
your call,

Virgin
Plus
Customer Answer
Date: 19/12/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

**** *****
Customer Answer
Date: 20/12/2023
They closed my account not me. After they said I had till January 4th to pay what I paid. Then added a hundred after I paid agrees balance.
Business Response
Date: 20/12/2023
Hey there ****,

Thanks for taking the time to write back.

You are correct, your account was cancelled for
non-payment on October 6, 2023 and currently has an outstanding balance of
$631.64.

For options on how to restore services with Virgin
Plus, please contact us directly at ###-###-#### or at www.virginplus.ca/contactus.

Awaiting your call,

Virgin Plus
Initial Complaint
Date:17/12/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 13th I uprgraded my
Internet from 50mbs at 80$/month to 100mbs at 60$/month. This change took place for 1 bill which lasted about 2 days. I called and they sent a tech to update my speed and upgraded to fibre. The payment never changed and I was overcharged 20$/ month for 2 more months. I called 5 or 6 times to get this fixed and they hung up every time. I went in store and they got me to set up a new account I could get an order for and cancel my old internet. On dec 12 the installation was supposed to happen. It never took place because the tech had an order for the wrong type of internet. It needed to be fibre. So instead of fixing the issue they cancelled the order all together. I have now been without internet since then because they requested I cancel my other one in order to install the new one.
Business Response
Date: 19/12/2023
Hey there ***,

Were sorry to hear about your negative experience
regarding your home internet service with Virgin Plus.

We would love to review your account to ensure that
your feedback has been noted and help find resolution where possible, however,
we need to know a little more detail.

Can you please reply to this email and include your
internet number or account number?

We are unable to locate your account with the
information provided to the BBB.

Awaiting your reply,

Virgin Plus
Initial Complaint
Date:30/11/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to get an explanation regarding my Virgin Mobile account **********, which I signed up for at the ******* Uptown Centre My account was flagged with a credit limit of $200, and despite my efforts to seek clarification, I have encountered challenges in obtaining a reasonable justification.

Upon contacting Virgin Mobile customer service and inquiring about the reason for the credit limit flagging, I was met with inconclusive responses. The representatives claimed that it was due to my credit score, yet failed to provide any specific details or reasoning behind this decision Furthermore, my attempts to seek clarification resulted in being placed on hold and transferred from one department to another without any satisfactory explanation.

Frustrated by the lack of transparency and clear information, I decided to escalate the matter by reaching out to the Virgin Plus Management Team via chat. To my disappointment, they initially directed me to contact ******* to verify my credit score. Following their advice, I promptly contacted ******* and obtained my credit report, only to find that there had been no recent inquiries from Virgin Mobile in the current month. My ******* and ********** credit reports are in good standing, with no apparent issues **** ******** *********** ** *** ****** *** ******* ******** with Virgin Mobile in the past.
* **** ******** * **** ** *** *********** **** ** **** **** *** ****** **** ********** ***** ***** ********** *** **** ** ******* *** ************ ********* * **** ******** ****** ** ******** ** ******* **** *******
I am deeply concerned about the impact of this credit limit on my account and the apparent inconsistency in the information provided by Virgin Mobile representatives as I have missed no payments as a customer with Virgin Mobile, ****** ***** ** *** **********. As a customer, I am entitled to a clear and justifiable explanation for the credit limit flagging and request that this matter be promptly resolved.
Business Response
Date: 05/12/2023
Hi ******,

We are sorry to hear about
your negative experience regarding the activation of your service.

The Credit Limit was assigned to your account at the
point of activation based on your individual credit score.

You are able to have your Credit Limit removed from your account by simply paying 6
consecutive bills in full and on time.

To learn more about your current Credit Limit and how it can be removed, please visit ****************

Should you have any questions
or concerns, please do not hesitate to contact us at ###-###-#### or www.virginplus.ca/contactus –
we’re here to help!

Kind regards,

Virgin Plus
Customer Answer
Date: 05/12/2023

Complaint: ********

I am rejecting this response because:
As outlined in my initial email, I provided detailed information about my credit score. However, the response I received did not adequately address my concerns or provide a satisfactory explanation for the imposed credit limit.

I would appreciate a more detailed clarification on the factors considered in determining my credit limit, particularly when my credit score is already established. Understanding these factors will help me better navigate and manage my account effectively.
it doesn’t mention why it was imposed when the credit score is already in place.

Sincerely,

****** ***** *******
Business Response
Date: 17/12/2023
Hi ******,

As previously mentioned, the Credit Limit was
assigned to your account at the point of activation based on your individual
credit score.

Should you have any questions or concerns, please
do not hesitate to contact us at ###-###-#### or www.virginplus.ca/contactus
– we’re here to help!

Kind regards,

Virgin Plus
Customer Answer
Date: 19/12/2023

Complaint: ********

I am rejecting this response because: I have already done the steps mentioned in the previous response and they were unable to provide and answer and they directed me to BBB as they were not in the position to answer why? Even when my credit is in place.

Sincerely,

****** ***** *******
Business Response
Date: 20/12/2023
Hi ******,

Credit Limits and Security Deposits are
assigned to accounts at the point of activation based on a customers individual
credit score.

Should you have any questions or concerns, please
do not hesitate to contact us at ###-###-#### or www.virginplus.ca/contactus
– we’re here to help!

Kind regards,

Virgin Plus
Customer Answer
Date: 20/12/2023

Complaint: ********

I am rejecting this response because:

hi virgin team,
it looks like you are not reading my previous responses. I have contacted your customer support as well management escalation team and provided data about my credit score and history with Virgin mobile. They are unable to help me and asked me to reach out to BBB cause they don’t have an answer.

Sincerely,

****** ***** *******
Business Response
Date: 22/12/2023
Hi ******

If you have questions about your Credit Rating,
please consult a credit bureau directly.
Virgin is unable to answer questions about why your credit report would appear
the way it does as we do not issue credit reports.

Kind regards,

Virgin Plus
Customer Answer
Date: 02/01/2024

Complaint: ********

I am rejecting this response because: I must express my dissatisfaction with the responses provided thus far. I appreciate your efforts in addressing my concerns, but I find the information related to my credit report to be irrelevant to my query.

As stated previously, I have contacted the credit bureau, and my credit score is in good standing. However, I remain perplexed as to why I have been placed on a credit limit plan by your company. I kindly request a thorough explanation for this action.

I would appreciate a detailed response that addresses the specific reasons behind placing me on a credit limit plan. Please ensure your reply is comprehensive and directly pertinent to my inquiry. Your prompt attention to this matter is crucial, and I look forward to receiving a satisfactory explanation.

Thank you for your understanding.

Sincerely,

****** ***** *******
Business Response
Date: 09/01/2024
Hi ******,

Credit Limits and Security Deposits are assigned
to accounts by Virgin at the point of activation based on a customers
individual credit score issued by the credit bureau.

If you have any other questions about Credit Reporting, please
consult ******* directly at ###-###-####.

Virgin is unable to answer questions about why
your credit report as we do not issue credit reports.

Kind regards,

Virgin Plus
Customer Answer
Date: 24/01/2024

Complaint: ********

I am rejecting this response because your team is not reading my responses.

Sincerely,

****** ***** *******
Initial Complaint
Date:10/11/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a phone line with virgin plus and they do not have the infrastructure to supply this service
I cannot accept calls at home unless I hear outside to receive them
They told me the tower is to far away and they need to repair it our build a new one
They offered a service that I pay for but they cannot supply
How do I correct this
Business Response
Date: 17/11/2023
Hello *****

We are sorry to hear about your negative experience with your Virgin
Plus service.

If you are encountering issues using your Virgin Plus service, please
contact Virgin Plus directly for troubleshooting and assistance.

You can reach Virgin Plus by calling 1-888-999-2321.

Best regards,
Virgin Plus
Initial Complaint
Date:03/11/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a phone line with Virgin and have a spending limit of $200, so I can't go over that, but I've been overcharged in four separate cases, and these overcharges have in turn caused me to . exceed the spending limit. There were times when I was asked/charged $50 just to get the line back. I contacted the company and was told that this is how the system works. I never got a clear answer as to why it was recurring, but I always had to pay. Nowadays I can't work without my phone. Last week I was told that the charges would be added on my billing date, but as usual, this has happened before and my line was cut out again, and when I asked to cancel, I was told that I should cancel. . Pay more. I tried to resolve the issue with the company but they just told it is the system as an answer. Now i am
Looking to part ways but i am told that i need to pay even more to leave a terrible service
Business Response
Date: 07/11/2023
Hi there ******

We are sorry to hear about your negative experience
with Virgin Plus.

We would love to review your account to ensure that
your feedback has been noted and help find resolution where possible, however,
we need to know a little more detail.

Can you please reply to this email and include your
Virgin Plus phone number and account number. The phone number provided to the Better Business Bureau is not a valid
number.

Awaiting your reply,
Virgin Plus
Customer Answer
Date: 07/11/2023

Complaint: ********

I am rejecting this response because:

******* *** **** **** *** *** ** ****** *** ** ****** ** ****** **** ***** ** *****. Here is my account and phone number: ********* ** ***** ****** **********

Sincerely,

***** ******
Business Response
Date: 09/11/2023
Hey there ******

Thanks for providing your account information. We are
truly sorry about your negative experience with Virgin Plus.

A Credit Limit was assigned to your account at the
point of activation based on your individual credit score. Once your account balance surpasses its Credit Limit,
the service is suspended until payment is made. Your Credit Limit threshold is
calculated daily based on unbilled usage and charges, your current account
balance and any adjustment made or payments received since your last bill.

Being on a $200 Credit
Limit you will receive notifications at the following thresholds:
$150 – First notification sent
$175 – Outgoing calls are routed to Customer Care
$190 – Second notification sent
$200 – Service suspended until payment is made

Please understand that you are able to have your Credit Limit removed from your account by
simply paying 6 consecutive bills in full and on time. To learn more about your
current Credit Limit and how it can be
removed, please visit ******************************************************************************************

Reviewing your account, your Nov 06, 2023 invoice is
currently in progress and will post within 2-3 business days. Your current
credit limit balance is $182.20 of $200. To restore full service, a payment
would be required to lower it below the $175 threshold.

If you have any other questions, please let us know.
We are here to help!

Kind regards,

Virgin Plus
Initial Complaint
Date:13/10/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Oct 10th I called Virgin Mobile to confirm it is possible to buy 2 plans under my name which will send a sim card for phones previously bought. Customer service suggested one plan under my name and one plan under my husbands. I was sent an email after purchasing plan that I would need to call for a credit check. The plan is month to month for our children, and is only 15 dollars per month each. When my husband went into Virgin Mobile in ****** the clerk informed him that due to his postal code (*** ***) which covers a great area within ****** ****** and the fact his last name is ******, he has someone else's 300$ late phone bill attached to our new plan. We have never been a Virgin Mobile customer in the past. Our phones are through ***** but we felt Virgin would be an easy plan for the kids at 15$ a month. They are not able to cancel our plan because there is a charge associated to our account. The clerk confirmed it was based only on another customers last name which is the same as my husband, and our shared postal code. We do not know this person, we simply share a last name and postal code with them. There is now a 300 charge on our account and we do not have anything sent to us, no sim card, no plan, nothing. Immediately just a 300 charge based on no confirmation from Virgin. They do not understand how to rectify this problem which is completely unwarranted.
Business Response
Date: 17/10/2023
Hi *****,

We are sorry to hear about the troubles you and
your husband are having with your Virgin Plus services.

We were able to locate your tentative account
with the information you provided to the Better Business Bureau.

Please contact our Fraud and
Preventions team directly regarding any concerns you may have with potentially
opening service with Virgin Plus.

Our team can be reached directly
at **************.

Kind regards,

Virgin Plus
Initial Complaint
Date:10/10/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I just signed up to virgin a couple of months ago. Never been late on my bill and now it is showing 2 late payments on my credit report. I am absolutley horrified they have done this to me and want this corrected asap. I just switched over from ***** after being with them for almost 20 years. **** * ******** ******* * **** **** ***** **** **** **** company. I really need the better business bureau to help me with this please. I have ss of my payments since August which shows always on time. *** ***** **** ** *****
Business Response
Date: 12/10/2023
Hey there ****

We are sorry to hear about your negative experience with credit
reporting.

Checking the Virgin account shown in the screenshot you shared, we do
not see that you’d contacted, nor given Virgin an opportunity to handle your
dispute before presenting it to BBB directly.

Please use the contact information shown at ******************contact to reach Virgin
directly for help to address your dispute.

Best regards,
Virgin Plus
Initial Complaint
Date:22/09/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In July of this year, I upgraded my internet service to Virgin internet 100 unlimited. A service technician dropped by my house but after a few hours informed me that he would not be able to install the service as the phone line to my house would have to be upgraded first.
As of today, the phone line has not been upgraded yet for the last 3 billing periods I have been billed the new rate of $90 a month.
I spoke with 2 people about a month ago who told me that they would make the adjustment yet September's bill is again $90 for the upgraded service plan.
My impression after speaking with their billing dept. is that they have no idea what the service dept does. They did not seem to know that I had not received the upgraded service. After speaking with the supervisor I was advised that they would adjust my bill.

It is very frustrating speaking with them because they do not seem to communicate with their other departments.

It seems like their practice is to bill their customers first with out ascertaining whether or not the service has been completed.
I have continued to pay only the $60 for the service I am currently receiving and am $90 in arrears for the upgraded service they have charged me this month.

I will try to resolve this again but fear I may have to change internet providers.

Thanks, *** ******
Business Response
Date: 22/09/2023
Hi ***,
Were sorry to hear about
your negative experience regarding the billing of your Home Internet account.
After reviewing your
account, we confirm that your home internet service, *** ******** has been on
the Internet 25 - 200 GB for $50/month, plus tax plan since January 4, 2018.
We can also confirm that
your account currently has a $0 balance and is not in arrears.
Should you have any
questions or concerns, please do not hesitate to contact us at *************************** –
we’re here to help!
Kind regards,
Virgin Plus
Initial Complaint
Date:20/09/2023
Type:Billing Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In May of 2023 I switched my home internet plan from $45 for 100gbps to $35 for 300gbps. Every month since I have been over billed. I have called over half a dozen times to get it fixed but the CSRs keeps reassuring me that next month it will be fixed but it still has not been fixed. They do apply a credit after each of my calls to set me back to square. I have been told several times that I would get a goodwill gesture for all the inconveniences but also never transpires either. However, I am getting very fed up with have to waste hours each month calling to get them to fix the issue.

I contacted them today to fix my August and September bill which they charged me $40 for. The CSR did not believe me that my plan was for $35/mth and actually asked me to show him the contract for that, which doesn't exist because it was a verbal contract. I had to tell him to look at all the corrections on my previous bills before he would issue me credits to set me back to square. Afterwards, he "assured" me that it will be fixed by my next bill. My next bill for October indicates that I will be charged $40 for my plan. I have no faith that they will get it fixed.
Business Response
Date: 22/09/2023
Hi ******,
Were sorry to hear about
your negative experience regarding the billing of your Home Internet account.
After review, we confirm
that the $5/month Refer a Friend has been successfully applied to your account.
This is confirmed on Page
2/2 of your September 2023 invoice, ***** ** ******** *** *** *********.
Should you have any
questions or concerns, please do not hesitate to contact us at ******************contactus –
we’re here to help!
Kind regards,
Virgin Plus
Customer Answer
Date: 22/09/2023

Complaint: ********

I am rejecting this response because:
This response is exactly the issue I have with this company. They do not listen and they do not learn. My complaint had nothing to do with the referral credit and everything to do with the fact that they have overcharged me every month since I signed up for the new plan. My bill should be $30+tax ($35 - $5 referral bonus). Yet I have been overcharged by varying amounts every month. The next bill is set to be $35+tax ($40 - $5 referral bonus), which is still wrong.

Sincerely,

****** ****

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Virgin Plus is NOT a BBB Accredited Business.