How Do I Replace a Lost or Stolen Virgin Mobile Phone?

Learn how to quickly replace a lost or stolen Virgin Mobile phone.

Virgin Mobile is a cellphone provider throughout Canada, that also offers Internet services in Quebec and Ontario. The company was founded in 2005, typically sells its mobile plans in kiosks in malls, and refers to its customers as "members."

Virgin Mobile has simple suggestions for its users to protect their phones from future thefts:

  • Always have a lock or password feature on your phone
  • Keep your phone with you at all times or safely secured
  • If you have a smartphone, download and activate a tracking app for your phone
  • Keep a record of your phone's details in a safe place, such as the IMEI and PIN numbers

Keep reading to find out how to replace your lost or stolen Virgin Mobile phone.

Lost or Stolen Postpaid Phone

If your postpaid phone was stolen, report the theft to the police.

Next, you need to call into Virgin Mobile and notify them the phone has been lost or stolen. Virgin Mobile also has a live chat option for assistance, but it's best to call in about lost or stolen phones.

Virgin Mobile will suspend your phone's service. Note that you will be responsible for paying for any charges incurred between the time you lost the phone, or it was stolen, and you notified Virgin Mobile.

With the postpaid phone, customers will have to pay all charges, fees, and taxes incurred up until the time Virgin was notified the phone was stolen or lost. Next, the customer can choose between continuing to pay the minimum monthly plan charge or the Early Exit Charge.


Lost or Stolen Prepaid Phone

If your prepaid phone was stolen, report the theft to the police.

Next, you need to call into Virgin Mobile and notify them the phone has been lost or stolen. Virgin Mobile will suspend your phone's service to ensure that any future prepaid funds aren't used by anyone else. All recurring charges and any automatic top-up programs will be paused. You will need to speak to a customer service representative about your next steps if you want to get a new phone or stop your services with Virgin Mobile.

Note that you will be responsible for paying for any charges incurred between the time you lost the phone, or it was stolen, and you notified Virgin Mobile.



Why Did GetHuman Write "How Do I Replace a Lost or Stolen Virgin Mobile Phone?"?

After thousands of Virgin Mobile customers came to GetHuman in search of an answer to this problem (and many others), we decided it was time to publish instructions. So we put together How Do I Replace a Lost or Stolen Virgin Mobile Phone? to try to help. It takes time to get through these steps according to other users, including time spent working through each step and contacting Virgin Mobile if necessary. Best of luck and please let us know if you successfully resolve your issue with guidance from this page.

Why does GetHuman Write How-to Guides for Virgin Mobile Problems?

GetHuman has been working for over 10 years on sourcing information about big organizations like Virgin Mobile in order to help customers resolve customer service issues faster. We started with contact information and fastest ways to reach a human at big companies. Particularly ones with slow or complicated IVR or phone menu systems. Or companies that have self-serve help forums instead of a customer service department. From there, we realized that consumers still needed more detailed help solving the most common problems, so we expanded to this set of guides, which grows every day. And if you spot any issues with our How Do I Replace a Lost or Stolen Virgin Mobile Phone? guide, please let us know by sending us feedback. We want to be as helpful as possible. If you appreciated this guide, please share it with your favorite people. Our free information and tools is powered by you, the customer. The more people that use it, the better it gets.

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