Hey there @Magoo ,
Welcome to the Community and thanks for your post.
This usually occurs when a fictional serial number and/or a Grey Market Device (Phones sold by other service providers and/or brands not sold in Canada) is used to register your account. If it is the case, the device itself will not show as it was not acquired at a Virgin Plus location.
This should not affect your service.
Let the Community know if you have more questions.
