Cell Phones

Connection fee if porting number out within 30 days?

  • Last Updated:
  • Dec 6th, 2022 4:22 pm
[OP]
Jr. Member
Aug 5, 2013
138 posts
102 upvotes

Connection fee if porting number out within 30 days?

I recently ported my number in and out of virgin within a single day. They've billed me a days service as well as a connection fee. To my understanding, I have the right to cancel the contract within 30 days, therefore they have no contractual agreement to bill me anything. Is my understanding correct and do you have any tips on getting virgin to yield in a situation like this with minimal hassle? Thanks.
3 replies
Temp. Banned
Jun 20, 2020
17142 posts
22932 upvotes
Toronto
kielbasa wrote: I recently ported my number in and out of virgin within a single day. They've billed me a days service as well as a connection fee. To my understanding, I have the right to cancel the contract within 30 days, therefore they have no contractual agreement to bill me anything. Is my understanding correct and do you have any tips on getting virgin to yield in a situation like this with minimal hassle? Thanks.
Did you get a phone with the agreement?

You can return the phone within 15 days (30 days if you are a person with a disability) and "you are responsible for all Charges incurred prior to the return of your Device" according to the agreement given/emailed to you.

I had returned a phone and cancelled the line within a week. Virgin never charged my the activation fee (which was going to be waived 2nd/3rd bill) and I never used the SIM card. Maybe since you ported in and out you get charged the activation fee.


The Wireless Code 15/30 days trial period only covers the return of the device.

from the The Wireless Code, Section G. Contract cancellation and extension
https://crtc.gc.ca/eng/phone/mobile/codesimpl.htm
4. Trial period
i. When a customer agrees to a contract through which they are subject to an early cancellation fee, a service provider must offer the customer a trial period lasting a minimum of 15 calendar days to enable the customer to determine whether the service meets their needs.
ii.The trial period must start on the date on which service begins.
iii. A service provider may establish limits on the use of voice, text, and data services for the trial period for all services that are not purchased on an unlimited basis.
  • For single-user plans, the standard trial period usage limits must correspond to at least half of the permitted monthly usage specified in the customer’s contract.
  • For multi-user plans, the trial period usage limits must correspond to at least half of the permitted monthly usage for the entire account, as specified in the contract.
iv. If a customer self-identifies as a person with a disability, the service provider must offer an extended trial period lasting a minimum of 30 calendar days, and the permitted usage amounts must be at least double the service provider’s general usage amounts for the standard trial period.
v. During the trial period, customers may cancel their contract without penalty or early cancellation fee if they have
  • used less than the permitted usage; and
  • returned any device provided by the service provider, in near-new condition, including original packaging.
Destiny is all
[OP]
Jr. Member
Aug 5, 2013
138 posts
102 upvotes
No device. The wireless code applies to all post paid contracts regardless of device.

B 1 I c: If a service provider fails to provide the contract within the required time frame, or if the terms and conditions of the permanent copy of the contract conflict with the terms and conditions that the customer agreed to, the customer may, within 30 calendar days of receiving the permanent copy of the contract, cancel the contract without paying an early cancellation fee or any other penalty.
Temp. Banned
Jun 20, 2020
17142 posts
22932 upvotes
Toronto
kielbasa wrote: No device. The wireless code applies to all post paid contracts regardless of device.

B 1 I c: If a service provider fails to provide the contract within the required time frame, or if the terms and conditions of the permanent copy of the contract conflict with the terms and conditions that the customer agreed to, the customer may, within 30 calendar days of receiving the permanent copy of the contract, cancel the contract without paying an early cancellation fee or any other penalty.
Okay, I never had this issue.

Did you port out because terms and conditions of the permanent copy of the contract conflict with the terms and conditions that you agreed to?

I would contact Virgin member care to waive the activation fee. If not able to, escalate to Virgin Plus Management Team via chat or email.

Last option would be to file a complaint with Commission for Complaints for Telecom-television Services (CCTS)


Unresolved Concern - Virgin Plus
https://www.virginplus.ca/en/support/fa ... ult=failed
Destiny is all

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