Cancellation Virgin Mobile: Easy Method

What is Virgin Mobile

Virgin Mobile (now Virgin Plus in Canada) is a national wireless service provider offering no‑contract and promotional phone plans, device sales with return guarantees, and add‑on services billed either directly or through app stores. Its services and terms are subject to federal and provincial consumer protections, including the CRTC Wireless Code.

How to cancel Virgin Mobile

• Sign in to My Account or the Virgin Plus app and request cancellation, or call Member Care; clearly state the desired effective cancellation date and ask for a reference number or confirmation email.
• If your service or add‑on was billed through Apple App Store or Google Play, cancel that subscription in your Apple or Google account settings (Virgin directs platform‑billed subscriptions to the platform provider).
• Send a written cancellation request by registered/certified mail (for tracking and proof) to Virgin Plus at 15 Asquith Avenue, 6th Floor, Toronto, ON M4W 1J7; keep a copy and return receipt.
• When cancelling, confirm final charges (prorated service, any early‑exit fees, equipment or non‑return fees) and the timeline for any credit/refund; request written confirmation of the final bill.

What happens when you cancel

Service stops on the effective date you provide; you remain responsible for charges up to that date and for any contractual early‑exit amounts if applicable. Your final bill will include prorated service charges, outstanding device or accessory balances, and any non‑return fees if equipment is not returned. If you have a security deposit, it will be handled per Virgin Plus policies (refund after cancellation or after a period of on‑time billing). Returned equipment must comply with Virgin Plus return windows and condition requirements to avoid non‑return fees.

Will I get a refund?

Device returns under the 15‑Day "You’ll Love Us" Guarantee (30 days for persons with disabilities) qualify for a full refund if the device is returned in like‑new condition with all packaging and accessories; some accessories (for example headsets/earpieces) may be non‑returnable. Prepaid funds added to an account are generally non‑refundable. Overpayments and account credits can be applied to future bills or, if a refund is requested, issued by direct credit (credit card/direct debit typically ~5 business days) or by cheque (up to ~4 weeks). Equipment non‑return refunds may take up to two weeks to begin processing and then follow the standard refund timelines. Account credits in the range of roughly $10 - $500 may be issued by mailed cheque and can take up to 90 days from billing to arrive - confirm the specific timing when you cancel.

Virgin Mobile plans and pricing

Your consumer rights in Canada

Virgin Plus customers are protected by the federal CRTC Wireless Code, which sets rules on contracts, cancellation, deposits and clarity of billing; providers must respect minimum notice and disclosure requirements, and services that continue beyond a commitment period must do so at the then‑current rate. If you cannot resolve a billing or cancellation dispute with Virgin Plus, you can escalate to the Commission for Complaints for Telecom‑television Services (CCTS) for independent review. In Quebec, additional provincial consumer protections apply - if a unilateral contract change increases your obligations you may be able to cancel without penalty within 30 days of the change. Equipment return and deposit rules must also align with applicable provincial frameworks; verify Quebec‑specific clauses if you live there.

Customer experiences

Public reviews for Virgin Plus are mixed but skew negative on many review platforms. Common complaints include long hold times and difficulty reaching a representative, unexpected or disputed charges on final bills, delays in receiving refunds or credits after cancellation, and occasional unauthorized roaming enrollments. Customers also report app sign‑in and identity verification problems and concerns about network quality. A small number of customers report satisfactory experiences with device returns and routine billing, but many recommend documenting all interactions and keeping proof of cancellation and refunds.

Documentation checklist

• Account holder name and account number (or phone number)
• Desired cancellation effective date and written cancellation request (email/screenshots)
• Member Care reference number or confirmation email
• Last bill and proof of payments (bank/credit card statements)
• Device IMEI/serial number and condition photos if returning equipment
• Tracking/return receipt for shipped equipment and registered‑mail return receipt for cancellation letter
• Mailing address for any refund cheque and banking details if requesting electronic refund

Common mistakes

Customers often fail to specify an effective cancellation date and later are surprised by an additional month of charges. Not returning devices within the required window (generally 30 days) or returning them without original packaging/accessories can trigger non‑return fees. Forgetting that in‑app subscriptions billed through Apple or Google must be cancelled in those platforms can leave charges continuing after the wireless service is cancelled. Other frequent errors include not obtaining a cancellation reference number or proof of submission, and assuming prepaid top‑ups are refundable.

Comparative recap

After cancelling

After you cancel, keep copies of all confirmation emails, return tracking numbers and the cancellation receipt. Monitor your final bill and bank or credit‑card statements for any unexpected charges, and follow up promptly if a refund or credit does not arrive within the stated timelines. If you need to cancel platform‑billed subscriptions, manage those in your Apple or Google account separately. Useful official resources: Virgin Plus support and My Account, Apple and Google subscription support pages, the CRTC Wireless Code, and the CCTS complaint portal; use them if issues remain unresolved.

Virgin Plus support: https://www.virginplus.ca/en/support.html

Manage Apple subscriptions: https://support.apple.com/en-ca/HT202039

Manage Google Play subscriptions: https://support.google.com/googleplay/answer/7018481

CRTC Wireless Code information: https://crtc.gc.ca/eng/phone/mobile.htm

CCTS complaints: https://www.ccts-cprst.ca/complaints/

Address

For registered/certified mail or written cancellation requests:

Virgin Plus (Virgin Mobile Canada)
15 Asquith Avenue, 6th Floor
Toronto, ON M4W 1J7
Canada