topic Re: Hardware Upgrade Online in Mobility

Hardware Upgrade Online

dcmitchell — Sun, 11 Jun 2023 02:18:54 GMT

At the Virgin Kiosk, I was told that I could save the $50 fee by ordering a new phone on-line. After going all through the on-line process, the very last screen shows a $50 transaction fee. Has anyone else encountered this. I do not see the same thing at other providers. Could it be that only new customers receive the credit?

Re: Hardware Upgrade Online

VirginPlusKris — Mon, 12 Jun 2023 16:12:18 GMT

Hi there, @dcmitchell. Welcome to the Community.

Just to clarify, have you already gone through with the upgrade? When upgrading or completing a new activation, you'll still receive the service fee in question; if eligible for it to be waived, you'll receive an equivalent credit back to your account on either your 2nd or 3rd bill.

Let us know if you have any further questions.

Re: Hardware Upgrade Online

dcmitchell — Mon, 12 Jun 2023 19:37:20 GMT

Thank you VirginPlusKris. To clarify, I have not yet gone through with the upgrade. I stopped when I saw the $50 fee. you mention that the fee "may" be waved on a future bill if eligible. I was hoping to know ahead of time if I am eligible. I am already giving up a $5/mth credit in order to upgrade [according to the estimated billing]. If it helps, I believe I still have a money "orphaned" somewhere in a Virgin account from back when I was on prepaid.

Craig

Re: Hardware Upgrade Online

VirginPlusKris — Tue, 13 Jun 2023 11:33:36 GMT

Do bear in mind that as the Virgin Plus Community is a public peer-to-peer support system, we'd be unable to comment as to the eligibility of your account specifically or any line in question.

With that said, the credit in question should have no conditions tied to it - so long as you're placing the order online via virginplus.ca, the credit would be attached and then come into effect on the 2nd or 3rd bill cycle.