Reviews

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

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  Virgin Plus

  Private Toronto, ON M5V 2T3

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  Virgin Plus

  84 Lynden Rd. Brantford, ON N3R 6B8

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  Virgin Plus

  777 Guelph Line Burlington, ON L7R 3N2

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  Virgin Plus

  500 Rexdale Blvd. Etobicoke, ON M9W 6K5

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  Virgin Plus

  1250 South Service Rd. Mississauga, ON L5E 1V4

Review Details

• Review fromMatthew S

  Date: 11/09/2024

  I requested a phone upgrade through the online service in my app and the package never showed. They did an inquiry and it was “lost in transit” and now I’m trying to get the exact same thing I asked for but the prices are changed and the agents are not doing satisfactory problem-solving to help me out. Been with virgin for a long time and I mean it when I say do better.

• Review fromKamla T

  Date: 30/08/2024

  Misrepresentation of Virgin Plus TV Service, contract and cost - issue still remains unresolved four days after the initial upsell and cancellation request which were made on Aug 27, 2024. On Aug 27, I made a call into Virgin Mobile to address a billing concern which was promptly addressed. I was advised of a 'great' offer of Virgin Plus TV for $25 a month with a free Firestick, ***** and no contract. I don't watch a lot of TV and am somewhat out of the loop on costs but it sounded like a good offer. * ********* *** ********** **** ** ********  We reconfirmed with the agent that there is no contract and we could try the service and cancel at any time. We decided to proceed in lieu of a formal contract. Within the hour, I received the contract which stated that the monthly cost is $35 rather than $25 and ***** is free only for two months of a six month contract. I immediately called back to cancel the order. This was not a simple phone call but required the services of another department and an extended wait period. I was eventually put through to the correct department, and waited on the phone until I received the cancellation request. Oddly enough though, it was dated Sept 5, 2024 which I questioned since I wanted the order cancelled immediately. I was advised that I could try the service for free until Sept 5. Imagine my surprise when I received a new service agreement on Aug 29 with the same upsell terms that were pending cancellation on Sept 5. I immediately called, spent a bit of time on the phone, was assured that it was cancelled correctly this time via the use of another system. I wanted to wait on the phone until I received a cancellation email. However, I was advised that this will take some time and was provided with the employee number and cancellation reference number. I still have not received a cancellation email and may have to take this further with the CRTC. Hopefully, I will not have to waste more time on this. ****** ** ******

• Review fromAMAR S

  Date: 13/08/2024

  I was there customer for all my telecommunication services over 4 years; past over 2 months I disconnected all my services and gone with other carriers. Even I did that over phone and I didn't check that they actually didn't stop my internet service and just recently came to know that and then finally they disconnected that effective Aug 3rd. So, I got billed for my internet services twice one from them and other from my another carrier (*****). So. I asked them to reverse my internet billing which they didn't. They agreed to do that only effective Aug 3rd. I really don't agree to their point. They should pay my entire internet bill amount of $75 approx.

• Review fromVivien F

  Date: 12/08/2024

  Very very bad service. I have a residential telephone monthlyservice with Virgin Plus provided to me online. It is not connected to a telephone cable. It My own home phone is connected to a ZTE device that is wireless that works like an antenna with a sim card and battery. I am with Virgin Plus since January. Unfortunately the system is not working correctly. 50% of callers are directed straight to Virgin Plus Voice Mail. Thus their calls are not ringing on my phone. I have reported the problem to Virgin Plus many, many times and every time they pretend that they don't understand. They either hang up or they refer me to a Virgin Plus Boutique. or La Source. I reside in Montreal and when I visited both boutiques, I am told that Virgin Plus does not offer the residential phone service in Montreal. ******** ** ****** *****  I have therefore decided to change supplier. Again when I had to confirm the transfer of suppliers, Virgin Plus who had e-mail me that request, I called Virgin Plus and the Virgin assistant was about to reject the request. When I finally gave my Virgin Plus account, he finally confirmed the transfer. WHAT IS THE MATTER WITH THEIR RESIDENTIAL PHONE SERVICES?

• Review fromSerge V

  Date: 31/07/2024

  Awful clientele service ask for date of birth *** **** ***** *** every time you call reinitiate **** *** but next time you call same thing ** ***,when you have a probleme to solve you loose your time you do not solve problème and it turns into an argument *** **** ***** ******** EVERY TIME there bills are incomprehensible and they do hard credit checks that does harm to your credit score instead of soft credit check that gives them your score without doing no harm to your score ******* ***** ** ******** **** ****

• Review fromLejla J

  Date: 29/07/2024

  Abysmal service including customer service. Wasted so much time and gas money going to and from their store to exchange my modem three times because their agents don’t know what they’re doing. OBVIOUSLY the modem isn’t the issue! They then want me to discuss with billing because I said BARE MINIMUM I want a free month of service to recoup lost time and GAS! Time is money, gas ** * ** is money and I spent a lot more going back and forth and dealing with them via phone than a month’s worth of internet service. They want me to waste another hour of my life to negotiate what they should be offering because these issues come from them and their **** service and **** equipment. ****** ** ** *** *** ****** **** ********* ** ** ********* ****** ** *** ****** * **** **** ** ********* *** ***** ***** **** ** **** ****** **** **** ******** ******

• Review fromFarshid D

  Date: 19/07/2024

  A completely ***** and unresponsive company and the only priority for them is the customer's money. I was tricked for subscribing . In the first year, they offered a suitable plan with a reasonable cost. They increased the payment from the second year, and in the third year, it increased by about 25%. In general, I do not recommend Virgin at all. I'm surprised I canceled my subscription with them before the billing cycle, they billed me again. After chatting and explaining to them never accept my argu on new bill after cancelation of contract.????????

• Review fromChiedza H

  Date: 18/07/2024

  ** * ***** **** ****** ******** ***** * ****** I have internet through this company for nearly four years and not only have they raised their prices every year until I was paying nearly $70 a month for the slowest speed offered, but they also have the worst customer service I have ever experienced. At the beginning of the month I called to cancel my service through them because I found a better deal for four times the speed plus a home phone line for less than $10 more. You would think Virgin would offer a better deal to keep a customer that has been with them for 4 years and always pays their bill on time but they didn’t offer anything. Nonetheless, I called back the next day and resumed service with Virgin for another month while I considered my options a bit longer. It was quite the hassle but after two days and several agents we had agreed to stay with Virgin for one more month until the end of July 31. Flash forward to the 17th of the month my service cuts out randomly. Upon inquiring I am informed that my internet has been cancelled because I had cancelled at the beginning of the month. After explaining to several different agents that we were to have internet until the end of July and that I had paid already for the month I was informed that it didn’t matter because I cancelled before and that they’re system would not allow it to be turned back on as if that means something. I know AI has made advancements but you can’t possibly claim that Virgin’s system has become sentient, is offended that I cancelled my internet and decided half way through the month I paid for that I could no longer have internet. Upon asking for someone in a higher position I was informed the agent I was speaking to was the end of the line. What an honour to speak to the CEO. ** ******* *** ***** ***** ** ********** *** *** **** *** ******* **** **** ******* ********** *** ******* ** **** ** ** ** ** **** ***** so now I have no internet and am out the $70 for the month. ********

• Review fromCarrie S

  Date: 08/07/2024

  ** ***** I signed up in December 2023 for BYOB $35/month 50G plan. I wanted the cheapest monthly bill possible as I don't spend time on my phone anyway. All of a sudden my bill jump to $40 with no notice whatsoever in May 2024. I called the customer support and all she told me is that there's a price hike. *** ***** **** ** ***** Oh well, I'm not surprise **** *** ****** ******* ******** *** ****** *** *** ****** ** ****** ******** **** ** * ******** ** *** **** ***** ***** ****** *****

• Review fromAlison C

  Date: 05/07/2024

  We’ve had Virgin internet for 4 months. For most of that time it’s been slow with intermittent drops (several times a day.) It finally went away for good this week. We spent 40 minutes on the phone with 2 different Virgin service reps, the 2nd one being “technical support.” She seemed stoned, repeating questions and not answering our questions to her. Bizarrely, half way through she actually asked us what our problem was as if we hadn’t been talking for 20 mins. Their solution is to send another modem via ****** Post. No tracking number, no idea if it’s been sent and still waiting 4 days later. It being Friday afternoon this means it will be at least 6 days without internet if this does solve the problem. But of course we’re not getting a credit. Being rural, we have no other option than ****/Virgin or ******** (even more expensive.)