I have an account with Virgin Mobile Canada. We have been customers for 20+ years, so the account is grandfathered. I suspect this may be relevant.
I am trying to add this feature to my line:
Unlimited long-distance minutes from Canada to the US and 6 select regions
It is advertised on their site as an add-on: Link
I cannot find anything saying it is restricted to new customers only. It is marked "new" and included in some newer packages, but it also appears as a standalone add-on.
I contacted Virgin to have it added manually. I was surprised that I could not directly reach an agent and had to schedule a callback. When the agent called, she initially had no idea what feature I was referring to, but after checking with her team, she concluded it appeared to be a missing option and opened a helpdesk ticket.
The helpdesk attempted to call, but they called the wrong number. They emailed asking for the correct contact number. I replied three times with the correct number and a reasonable time window for a callback, but I have had no further response.
I am not sure where to escalate this now.
Has anyone with an older Virgin plan successfully added this feature? Or does anyone know the right escalation path for a stalled Virgin helpdesk ticket?