How to File a Complaint About Virgin Plus
Virgin Plus is a Bell brand. Here is where your complaint actually goes, and what to write when you get there.
Virgin Plus is a wireless and internet brand owned by Bell, running on the Bell network. It was called Virgin Mobile in Canada until 2021.
Last updated: September 2026
Most Virgin Plus complaints go to the CCTS, not the CRTC. Billing errors, unauthorized charges, contract disputes and service that does not work as sold are all CCTS matters. The CCTS is free, independent of Virgin Plus, and can order billing corrections and compensation of up to $5,000. You can reach it at 1-888-221-1687.
Reaching Virgin Plus First
1-888-999-2321 — Or dial 611 free from a Virgin Plus phone. Weekdays 9am to 9pm, Saturday 9am to 6pm, Sunday 9am to 5pm.
Where to File
| Your Issue | Where to File |
|---|---|
| Billing errors, unauthorized charges, contract disputes | CCTS |
| Service that does not work as sold, dropped calls, slow data | CCTS |
| Being held to a contract term you were not told about | CCTS |
| Misleading advertising | Ad Standards / Competition Bureau |
| How the rules themselves are set | CRTC |
Virgin Plus at the CCTS: The Numbers
From August 2024 to July 2025, the CCTS accepted 831 complaints about Virgin Plus: 3.5% of every complaint it took in, and number 7 among all providers. In the six months from August 2025 to January 2026 it accepted 470, up 7% on the same six months a year earlier.
Virgin Plus complaints grew far more slowly than the market, 7% against 61% overall, and one in five of them was about internet or TV rather than wireless, so the Bell-side escalation path matters here more than at the other flanker brands.
What Virgin Plus customers complain about
The issues raised most often in Virgin Plus complaints the CCTS concluded in 2024-25, using the CCTS's own labels:
- Incorrect Charge — 13.4% of issues raised
- Disclosure Issues — 10.6% of issues raised
- Credit/refund not received — 9.4% of issues raised
If yours is one of those, you are not an edge case, and the template further down is written for exactly that kind of dispute.
Named by the CCTS. In its 2025 compliance report card the CCTS named Virgin Plus, alongside Bell Canada, as non-compliant for the second year running with the rule that searching a provider's website for "CCTS" or "complaints" must return information about the CCTS. Read the report card.
Sources: CCTS 2024-25 Annual Report and 2025-26 Mid-Year Report open data, counted by acceptance date. Contains information licensed by CCTS under its data license. See every provider ranked.
Before You File
The CCTS expects you to have tried to resolve it with Virgin Plus first, so do this part properly — it is also what makes your complaint concrete.
- Contact Virgin Plus through the support route above and note the date, who you spoke to, and any reference or ticket number.
- Write down what you are actually asking for: a refund of a specific amount, a charge removed, a contract cancelled without penalty.
- Keep your bills. The bill showing the disputed charge is the single most useful document you have.
Escalating Beyond Front-Line Support
Virgin Plus runs its own complaint process rather than sending you to Bell. Start with chat, then use the unresolved-concern form on the same page; the Virgin Plus Management Team commits to responding within 3 business days.
Virgin Plus executive office complaint form (opens on their site)
For the wider picture, see our Bell complaint guide.
Virgin Plus does not use the phrase 'Office of the President', but it does title that form its executive office complaint form — so if that is the phrase you were searching for, this is the page you wanted.
We track the rules that decide what lands on your bill
Activation and cancellation fees were banned in June 2026, and by April 2027 providers must let you cancel online. We follow the CRTC proceedings behind rules like those, and email our list when something is actually decided.
Filing with the CCTS
Virgin Plus appears on the CCTS participating-provider list as Virgin Plus, so a complaint can be filed against it directly.
- Go to the CCTS complaint form
- Select Virgin Plus as your provider
- Describe the issue and the steps you have already taken
- Include your account number, any reference numbers, and copies of the relevant bills
- The CCTS contacts Virgin Plus on your behalf, and the provider gets 20 days to resolve it before the CCTS investigates further
There is a one-year deadline. The CCTS will not act on a complaint brought more than one year after you knew, or ought to have known, the facts behind it. There is a limited exception: up to 18 months, if you raised it with the provider within the first year and you were both still trying to resolve it after the year was up. If your dispute is older than that, file anyway and explain when you found out.
Free Complaint Template
Fill in the bracketed details and paste this into the CCTS form. Factual and specific beats long and angry:
"I am a Virgin Plus customer (account [number]). Since [date], [describe the problem — e.g. I have been billed $X per month for a service I did not order / my promised credit of $X has not been applied / my service has not worked as contracted]. I contacted Virgin Plus on [dates] and spoke with [names/reference numbers]. I was told [their response]. The issue remains unresolved. I am seeking [specific resolution: refund of $X, removal of the service and a credit for all charges since [date], cancellation without penalty]. I have copies of my bills and my contract available."
Two Rules Worth Knowing
- Since June 12, 2026, providers may not charge a fee for activating or changing a plan, or for cancelling a cellphone plan that has no subsidized device on it. What the ban covers.
- By April 26, 2027, providers must let you cancel or change an internet or cellphone plan through self-service tools, with changes taking effect immediately to the greatest extent possible. What changes in 2027.