Mobility support

Bringing Over the phone and number you love to Virgin Plus

• How do I bring my phone and number to Virgin Plus?

  To bring your phone and number to Virgin Plus, you will need to select a monthly plan and choose a SIM card option to activate. Either you already have a Virgin Plus SIM card that you can activate, or you need to order a new activated SIM card that we will ship to you. Both the new SIM card and shipping is on us.

• How do I to check if my phone is compatible with the Virgin Plus network?

  Check if your current phone is compatible with our network. Check compatibility.

• Can I transfer my current phone number to a Virgin Plus SIM card?

  Yes, you can transfer your current number to Virgin Plus when activating a SIM card on a monthly plan online or at a store. We’ll do the transfer for you. Please make sure your current line is not disconnected.

Activate a SIM card

• How do I activate a new Virgin Plus SIM card instantly online?

  Get a new Virgin Plus SIM card from one of our retail partners and activate it instantly online by selecting a monthly plan and completing the activation process. After you’re done, you just have to put the SIM card in your phone and start enjoying your service. It’s that easy. View available plans.

• How do I order an activated SIM card online?

  When you select a Virgin Plus monthly plan, we’ll give you the option to order a SIM card. We'll ship the activated SIM card to you for free. Once you receive your activated SIM card, just put it in your phone and start enjoying your service.

• Can I get an activated SIM card in a Virgin Plus store?

  Yes, you can also visit your closest Virgin Plus store to get an activated SIM card. Once you’ve selected a plan, simply put the activated SIM card into your phone and start enjoying your service. Find a Virgin Plus store.

• Where can I activate my new SIM card?
  1. You can activate your new Virgin Plus SIM card online by selecting a monthly plan and completing the steps to become a Member. See available plans.
  2. Visit a Virgin Plus store
  3. Call 1-888-999-23211-888-999-2321

  If you're already on a Prepaid plan, activate your card online. If you require support activating your card, give us a shout 1-888-999-23211-888-999-2321.

Using a SIM card with your phone

• How do I insert it into my phone?
  1. Make sure your phone is turned off.
  2. Lift the battery casing at the back of your phone to find he SIM card slot. Insert your SIM card into this slot.

  Heads-up! In most cases the SIM card slot is located under the battery cover. If you can’t find the slot please check your phone’s manual to find out where it is.

  If you have an iPhone, here's what to do:

  1. Turn off your iPhone by holding down the "Sleep" button on top until the "Slide To Power Off" slider appears. Slide the slider to the right to power down your iPhone.
  2. Press the small end of the SIM eject tool into the small hole on the bottom of the SIM card tray to eject the tray. When on portrait mode (with "Home" button on bottom), the SIM card tray is located on the right side of the iPhone.
  3. Remove the iPhone's SIM card tray by carefully pulling it away from the device.
  4. Put the microSIM card inside the tray and push it back inside so that you hear a slight click sound.
  5. Once you’re done, the SIM tray shouldn’t slide out.
• How do I remove it from my phone?

  Be sure your phone is off before removing your SIM card or it could cause some damage. Follow the same instructions you used to insert it.

• Will my voicemail password change once I insert my new SIM card?

  Yes! A temp voicemail password will be given to you at the time of activation of your SIM card.

• My SIM is activated, how do I manage my account?

  Managing your profile, seeing your bill and balances or making changes to your account can all be done in My Account. To register for My Account you'll need your account or mobile number. It's super easy

Get started

• Where can I buy a new Virgin Plus SIM card?
  1. You can get a new SIM card online when activating a monthly plan. See available plans.
  2. Visit a Virgin Plus store.
  3. Or, get a new SIM card in one of our retail partners.
• What kind of Virgin Plus SIM card do I need?

  You'll need to check your phone's user guide to find out what type of SIM card you'll need.

  If you're unsure take your phone to a Virgin Plus Store and we'll help you out.

• What does unlocking a phone mean?

  Good question. Mobile companies “lock” their phones so that they'll only work with SIM cards hooked up to that company's network. Switching this up so that a phone can work with any SIM card is called “unlocking.”

• I want to unlock my phone. What do I do?

  Unlock your device at no charge by logging into My Account or contact us. Visit Unlocking Your Phone to learn More.

• Does my non-Virgin Plus HSPA phone need to be unlocked to work on the Virgin Plus network?

  Yes. A non-Virgin Plus phone needs to be unlocked and compatible with the Virgin Plus network before we can hook it up.

• How do I know if my non-Virgin Plus HSPA phone is unlocked?

  If you bought your phone from another company, there's a good chance that it's locked. It's pretty normal. If you're not sure, stop by one of our stores and put an activated SIM in your phone to see if it works

• How do I check if my non-Virgin Plus phone or tablet will work on Virgin Plus's network?
  1. If you've got a non-Virgin Plus phone that uses HSPA technology, it might be compatible with our network. Because of all the different phones and smartphones out there, the way you'll set up data depends on your phone. Some services might be different or might not be available if you're using a phone from a different company.
  2. Use the Phone Lookup tool to see if your phone is compatible.
  3. Your non-Virgin Plus phone needs to be unlocked to work on the Virgin Plus network.
  4. If your phone is compatible with the Virgin Plus network, you'll need to buy a Virgin Plus SIM card and pick a Monthly Plan to activate it. You can pick up a Virgin Plus SIM card at any Virgin Plus store or order it online.
• Will my non-Virgin Plus HSPA phone work the same way as a Virgin Plus phone?
  1. Some services might be different or unavailable on your non-Virgin Plus HSPA phone.
  2. If your phone is compatible with our network and we can activate it, you should be able to make calls and send & receive text messages. You might not be able to set up your internet services on a non-Virgin Plus phone. Sorry, but we can't set data services on a non-Virgin Plus phone for you
• How do I know if my phone is certified by Virgin Plus?

  If you bought your phone at a Virgin Plus store, on virginplus.ca, or from one of our retail partners, then it's certified by us. If you bought it somewhere else, then you can find out if it's compatible with our network by using the Phone Lookup tool.

• What do I do if calls, texts, or data aren't working on my non-Virgin Plus HSPA phone?

  We can help you out with support for all voice calls and text messages. If you need help with that stuff, just give our Care Specialists a shout at 1-888-999-23211-888-999-2321. Sorry, but we can't help you out with any troubleshooting for setting up data or data issues with a non-Virgin Plus phone. If you've got questions about that, give your phone's manufacturer a call.

Using a SIM card with your tablet

• How do I insert it into my iPad?
  1. Turn off your iPad by holding down the "Sleep" button on top until the "Slide To Power Off" slider appears. Slide the slider to the right to power down your iPad.
  2. Press the small end of the SIM eject tool into the small hole on the bottom of the SIM card tray to eject the tray. When viewed on portrait mode (with "Home" button on bottom), the SIM card tray is located on the left side of the iPad towards the bottom.
  3. Remove the iPad's SIM card tray by carefully pulling it away from the device.
  4. Put the microSIM card inside the tray and push it back inside so that you hear a slight click sound.
  5. Once you're done, the SIM tray should not slide out

  

  Head's up! You'll need a SIM eject tool to install your microSIM. You should'e received one with your new iPad.

• How do I insert it into my Tablet?
  1. Open the cover of the SIM card slot on the right side of the device.
  2. Then insert your Virgin Plus SIM card.
  3. Place the SIM card into your Tab with the gold-coloured contacts facing down.
  
  4. Close the cover of the SIM card slot.
• What should the APN setting on my tablet be?

  The default APN you use will change based on what kind of tablet you've got. For Android tablets and iPads, make sure your APN is set to pda.bell.ca. For Playbooks, make sure it's set to blackberry.bell.ca.

• How much data usage do I get with the Tablet Flexi-Data Plans?

  You can activate a Virgin Plus SIM or microSIM card for your tablet with the Canada Only Flexi-Data Plan or the Canada & U.S. Flexi-Data Plan. Check out our current tablet plans for more information.

  Heads-up! Data roaming outside of Canada and the U.S. is automatically blocked to help you avoid pesky international roaming fees.

• How do I cancel my Tablet Flexi-Data Plan?

  We're sad to see you go, but if you want to cancel just call Care at 1-888-999-23211-888-999-2321. We'll need 30 days notice to cancel your plan.

• Can I use my tablet or iPad without a data plan?

  Yes, you can still use your tablet in any Wi-Fi hotspot.

• Can I share data between my tablet or iPad and my monthly Plan?

  Data can't be shared between a smartphone and a tablet. The Tablet Flexi-Data Plan is only available with a tablet or iPad. It starts at only $5/month and the charges flex upwards based on your usage.

• How can I check how much data I've used each month?

  You can see how much data you've used so that you can track of your usage for the month using My Account. Download the My Account app or head to virginplus.ca/myusage and log in to check your data usage.

• Can I set up a Wi-Fi hotspot using my smartphone

  Yes! You can use your smartphone to create a mobile hotspot to power your tablet via Wi-Fi through and enjoy the using data and surfing the net. To learn more about setting up a Wi-Fi hotspot please check your smartphone user manual.

  Heads-up! Mobile AP consumes more battery power than normal and increases data usage when additional devices are connected. Wi-Fi network name and password will be listed under your smartphone hotspot settings.

• How do I use the Tablet Flexi-Data Plan on my iPad?

  You'll need to update the carrier settings before you can use your Tablet Flexi-Data Plan. After you've inserted the microSIM, plug your iPad into your computer and launch iTunes. You should receive a pop-up inviting you to update your carrier settings. Once completed you should be good to go.

• What is LTE Advanced?

  Everything you do using a Virgin Plus LTE-ready phone or tablet on the LTE Advanced network – like running apps, watching videos, and downloading large files - will be faster, better and more awesome.

  As the LTE Advanced network, phones and tablets evolve we'll hit even better speeds, getting up to almost 335 Mbps. That's really super fast.

  LTE will be rolling out to more and more places soon. Outside of LTE coverage, we've also got super-fast 4G speeds of up to 42 Mbps. Find out if you're covered.

  Head's up! Mobile AP consumes more battery power than normal and increases data usage when additional devices are connected. Wi-Fi network name & password will be listed on the Galaxy S Mobile AP screen when the functionality is enabled.

• Does Virgin Plus support LTE-enabled tablets?

  With a Virgin Plus LTE Advanced microSIM you can access the LTE Advanced network on any LTE compatible tablet as long as you are in an area with LTE coverage.