Virgin Plus

Out of all the kiosks at fairview this one was top notch with the service and sereen switched over my and my wife’s plan so easily!

Manager helped fix major client service and hardware problem
Super fantastic service genuine, professional

For those thinking of changing services to Virgin Plus, some things to consider (This is for Virgin Plus Canada Services, not necessarily for kiosks or stores).

So, after taking a deep breath and trying VERY hard to be patient with Virgin Plus, I am pulling the plug for the home phone, and depending on future headaches, possibly the internet and TV.

It has now been over 4 months since transferring Home Phone, Internet and T. V.from my previous provider to Virgin Plus and while it is a lot cheaper, I can not say that the change was a good move.

I will start with the "good" about Virgin Plus.
-Internet works as well as my previous provider and speeds are good.
-T. V.seems to have a MUCH BETTER image quality than my previous provider.
-TV base package has a great channel lineup.
-The price is EXCELLENT.you will save $$$ compared to many other packages.

Sadly.that is it.now comes the "Bad" and the "Ugly".

The "Bad".
-The Home Phone uses a box that uses a cellular network. I have NEVER had full green bars no matter where I placed it.even outside of the house. And making calls, I have only orange bars.
-Home Phone sound quality is TERRIBLE and seemingly more on the side of the person you are calling.
-The Home Phone has many dropped calls or choppy sound (Issue never resolved)
-The Home Phone call display is NOT call display as most would think. It will only display the names of those you enter in your address book. So if (example) someone you know but have not entered the info in the phone, or have the number memorized, calls you, you see ONLY the number. VERY MISLEADING.
-The Home Phone information and support pages are not intuitive because they are based on cellphone information.
-Website is peppered with "Things Virgin thinks I would like or want". NO, put a link for the stuff you are trying to peddle.

The "Ugly".
-Virgin FORCES you to use their Modem/router.
-"Live Chat" is VERY time consuming. Waisted MANY hours trying to fix SIMPLE problems.
-Billing system is a TOTAL catastrophe. You would think having 3 services, get a bill and pay it, that all 3 services were paid. YOU WOULD BE WRONG. I have not seen this anywhere else. You need to make 2 Payees in your bank and of course this is not mentioned until you ask how internet and tv have a credit, but home phone has a balance owing. SIMPLE SOLUTION seems to be too hard for Virgin to see.

The "VERY UGLY"
-I am told there is a cancellation fee of $129.99 for the home phone

So now I will probably be stuck with a cellphone box that is useless and IF I cancel the other services, a modem/router.

I was with my previous provider for OVER 13 years and had minor glitches here and there but never waisted as much time as i did in the last 4-5 months since coming to Virgin. The reason I left was because they changed their user interface for the TV and I did not like it. IF i would have known what I would have to go through with Virgin, I would have never left.

So now the hunt is on for another provider.

After a long and trying day at another location trying to fix my phone problem, I decided to try one last place before swearing off Virgin forever. I met Niko who was so helpful and pleasant and was able to help me in minutes. Please send him to train the staff at Place Vertu!