Virgin Plus

Reviews

• PP

  Prophet powell Powell

  Oct 4, 2026
  5.0
  Manahil helped me switch from chatter to bell. I was only looking for directions
• NE

  Naomi Edwards

  Sep 23, 2026
  5.0
  I had an exceptional experience today with Nimish and James They took the time to make me happy. Customer service was amazing. I will definitely return to get personalized service like this again. That is key in this day and times Thank you Mimi's and James You made my day, thank you again and again!
• SO

  SEYI DEOLA OLAWOYIN

  Sep 19, 2026
  5.0
  Hasti was very helpful with my device upgrade.
• MR

  Mel Reid

  Sep 13, 2026
  5.0
  We were at location to get our first phone. Vhawna was very helpful. She was very knowledgeable and gave us fast, and friendly service.
• TT

  Tiffany Travels

  Aug 21, 2026
  1.0
  I started this interaction on a positive note, but I was very displeased with my experience with the Virgin Plus employees. As someone who works face-to-face with clients in customer service, I found the level of professionalism and decorum displayed by the manager to be abysmal. I came to the counter with two very simple requests: I wanted the cheapest phone plan available for my two lines, and I wanted both of them to be pay-as-you-go because that best suited my needs. I understand that associates are expected to upsell, but the priority should always be meeting the client’s needs first. I explained to the associate, Hast, multiple times that I wanted month-to-month, pay-as-you-go plans. I couldn’t remember the terms “prepaid” and “postpaid” at first, so I described exactly what I meant and I said did not want to be billed retroactively. Instead of clarifying my needs, she seemed focused on selling me plans with data, additional features, and explaining coverage, even after I told her I was going to be out of the country no for that stuff mattered to me and simply needed basic plans to keep my phone numbers active. She didn’t ask clarifying questions to ensure she understood what I wanted. She was focused on upselling. You can imagine my frustration when I realized she had activated one of my numbers on a postpaid plan, which is the exact opposite of what I requested. I was then told I would need to contact customer service to have it corrected, while she insisted she had given me what I asked for. I specifically wanted prepaid because i didn’t want a credit check and i wasn’t even asked to consent to one this was all intended to be temporary. Fine At that point, i was inconvenienced but i wasn’t upset. I clarified my request again and again, explaining that I wanted a prepaid plan. She continued insisting prepaid and postpaid were essentially the same, despite me repeatedly saying they were not and asking her to make the second number prepaid as I requested. She eventually started processing it correctly. However, that is not what completely soured my experience. The real issue began when Hast got stuck with processing the port and eSIM activation and her coworker came to help then her manager came over to help. The manager never addressed me directly, which wasn’t a problem on its own. What was completely unacceptable was that she began speaking about me instead of to me. She told Hast that I had given her the wrong account number and that is why the my were having issues and that she shouldn’t trust information clients give because “client gave the wrong information.” I was honestly floored. Since when is it acceptable to speak about a client that way especially while they’re standing right in front of you? That was the moment I became upset. Not only had I not received what I asked for and i have an issue to fix with customer service but now the issues are now being blamed for why something is wrong with the process. This manager wouldn’t speak to me directly or asked questions to clarify anything a complete lack of customer service. Hast copied all of my information directly from my my device herself. She wrote down my account number, address, information from my phone bill, my driver’s licence, and even both IMEI numbers directly from my phone. The difficulties she experienced were not because I gave incorrect information it’s because she for some reason didn’t know what she was doing. To make matters worse, after spending all that time at the counter with the “Help” of her manager, I still didn’t have service on either of my lines i ported over. I had to borrow someone else’s phone to call customer service to get help. I genuinely regret not walking upstairs to Koodo instead.

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