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1.1 out of 5, based on 15 ratings and
38 reviews & complaints.

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Virgin Mobile Cell Phone
Posted by on
Rating: 1/51
ALL, ALABAMA -- I have had my cell phone for several years and maintain a positive balance. My current balance is $36.90. The company turn off my phone because I refuse to top up and put more money in the account. This company changed my plan inadvertently and refused to allow me to use the phone even though I had money in this account. I can not believe that when I tried to use the phone it said I had no money in the account. This company tried to tell me that I had to pay an addition $20.00 in this account. They must be changing all the cell phone plans or something. I had to cuss and carry on just to get them to turn my phone back. The message said no money in account and if I didn't not top up I would loose my number and any funds in that account. I feel this company serious endangered my life, because if I had an emergency I could not use my cell phone. They are in sensitive to the needs of there customers and don't care one bit. Guess what folks they just don't care. VIRGIN MOBILE SUCKS....AVOID THIS COMPANY!!!!! I hope people will read this warning.
     
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Susan on 2013-06-11:
Next time, to avoid having to cuss and carry on, review the terms and conditions of your agreement. It appears that with Virgin Mobile (and most pre-paid plans) it doesn't matter how much money you have on your phone you have to add funds at least every 30, 60 or 90 days of your service will be terminated. How long had it been since you had added funds? And I don't think this company seriously endangered your life because it is your responsibility to keep the phone active.
andbran on 2013-06-12:
if you do the top up you have to put money in every 90 days. on my Virgin Mobile I use the monthly plan. my husbands phone is the top up.
Nohandle on 2013-06-12:
Chuck, I also use Virgin Mobile with the prepaid minutes. I actually top up one a year, although it can be monthly I believe. I seldom use the minutes but it really has come in handy a few times for me. I have a landline I use at home and only use the cell for emergencies or on the road if needed. I don't want to lose my remembered number by letting it lapse either.

If Virgin Mobile is your only/primary means of communication you will have to top up no matter if you have a balance or not when the time comes. Decide what works best for you. No contract OR one you are stuck with a year or two. Under my circumstances Virgin Mobile has worked fine for me.
Cwazychicken on 2013-06-12:
when I used it I would top up monthly to pay my monthly unlimited 35 dollar a month plan. That counts as a top up and then I don't have any balance. They will shut your phone off after 90 days of no top up...so always use your balance or top up by then..even if its 5 bucks or 10 bucks in top up, it will save it.
Cwazychicken on 2013-06-12:
perhaps though they have changed the limit to 20 bucks but figure if you get the unlimited 35 dollar plan, you should be set monthly and not have to worry about adding anything else. That planned worked well for me...I never talked, mostly text.
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$55 a Month for Dialup Internet
Posted by on
Rating: 1/51
WARREN, NEW JERSEY -- In the first week of December 2012, I purchased a Ovation MC760 Broadband2Go USB stick for $19.99. On 12/3/12 I received the USB stick. I purchased the $55-5 gig month to month plan. I tried to download a 14 meg file. It took 30 minutes to download the file at an avg speed of 10kb a second. When I surfed the internet I had to reload pages several times before they would load because the broadband device would keep disconnecting. Virgin Mobile advertises this device as 3G broadband. It only delivers dialup speeds. $55 a month for dialup internet is ridiculous. I called that night 12/3/12 at 10:30pm and spoke to Michael. I told him I wanted a full refund. He stated that he would issue a $55 credit immediately. He would also send a postage paid return envelope to return the device. Virgin Mobile would issue a refund by check in 4-6 weeks after receiving the device. I never received my $55 credit. Virgin Mobile never mailed me the postage paid return envelope. I contacted my credit card and they agreed to reverse the two fraudulent charges from Virgin Mobile.

Verizon Wireless is the best wireless carrier. Unfortunately they are also the most expensive. Use Page Plus Cellular which runs on the Verizon network.
     
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At Your Service on 2013-01-24:
Did your bank reverse the charges permanently? I would bet they got approval through Virgin Mobile, just because I would think there wouldn't be a way they could get away with not paying them.
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Misinformation/Bait and Switch
Posted by on
Rating: 1/51
Before purchasing my new phone (Chaser) I inquired on an online chat as to whether I would be able to swap my phone and keep my usual plan of $25/300 minutes/unlimited text & data. I was assured by the representative that I would be able to do so. But when I tried to activate my new phone, I was informed that the representative had given me false information: the Chaser is in a different category of rate (more expensive monthly fee) from my old phone, because it is a smartphone. Meanwhile, I had just spent a week looking forwqrd to using the coolest phone I'd ever owned--classic bait & switch. I feel that customer service agents have a responsibility to consumers--to be truthful in their advertisement. But the company's response was 120 minutes of passing me around to different representatives--none of whom had the power to provide a fair response to the problem (which for me would have been to exchange my phone for one which would work with my existing plan and offer me at least a small compensation for the trouble.) This type of issue is unethical to say the least.
     
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MRM on 2012-08-16:
Any new phone after June, you'll pay for the increased monthly plan of $35.
bonniemcalvin on 2012-08-17:
MRM: My complaint is not with the policy. My complaint is with the customer service agent who explicitly told me that I would be able to keep my existing plan, despite using a cooler phone. My secondary complaint is with the company's handling of their error (which was to pass me around to several agents, none of whom corresponded with one another, and none of whom were able to offer me an exchange of phone.)
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Fraud- Virgin Mobile Broadband2go
Posted by on
Rating: 1/51
UTICA, NEW YORK -- Virgin Mobile Broadband2Go is FRAUD, plain and simple. I paid $70 for a USB stick because I was assured the coverage was good in my area. After almost a year of throwing away $50/mo on a useless unlimited wireless plan, I am finally bailing out. In the last few months alone I have had no service for at least 10 days a month. Today alone I have had to disconnect and reconnect at least 20 times because the signal fails after a few minutes if I can connect at all. I have called for support at least 10 times, been through the same pass the buck, uninstall, reset, all of that. I've been assured that I am in a good service area, been told someone from "engineering" would call me, who never did, you name it. Now Virgin is advertising 4G! They can't do 3G! DO NOT BUY THIS SERVICE OR ONE OF THEIR DEVICES! They should be investigated for fraud.
     
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sisbreide472@msn.com on 2013-08-16:
I filed a complaint with the FCC (Federal Consumer Commission) also the BBB with no results. If you wish to take the time to report your issue, the company, by law, must respond to them. It probably won't do YOU any good but gets them on a "watch" list. BTW, they don't belong to the BBB.
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Deactivation Of My Phone And Non Replacement Received
Posted by on
Rating: 1/51
CATASAUQUA, PENNSYLVANIA -- Virgin mobile said they send replacement or new phone in January to replace my malfunctioning phone and never got it. In turn the disconnect my phone for not sending old, when I never receive the replacement or new phone they claim I did. I never did and if they did not request a signature, they probably stole it, from the my porch, if is true that it was deliver. If I would it got it I would it activate the one send and send the old one, but I still got the old one, so they should know that, because the replacement new or old would have a different serial number. I am a disable person and mother of 3 kids and do not have any other phone to communicate for anything and not even an emergency. If I do not get at least for now my old one activated, while they send a new phone, I would have to do a lawsuit for discrimination against a disable person. My # was;484-201-9298 and pin is; [snip]. You can contact my step father at;352-556-4404 or cell 813-731-4523
their customer service sucks and they hang up on me numerous times and they do not care about disable people.
     
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MRM on 2012-02-09:
How do they know if you're disabled person when you're communicating via email or phone?
Anonymous on 2012-02-09:
I see no discrimination here. Good luck with that lawsuit
andbran on 2012-02-09:
Virgin Mobile can be bought at retailer. I got my rumortouch for 80 dollars.
Cecelia on 2013-08-20:
In my experience, people don't lie about being disabled. It is a very low possibility. If I were "the company" I would take their word for it and settle the problem involved. It would probably cost them less than a prolonged ordeal with the customer.
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Virgin Mobile will ripoff your prepaid minutes
Posted by on
I have Virgin Mobile Prepaid as a cell carrier. When checking my account balance for remaining minutes, I have caught them twice now in shortchanging my remaining minutes. I suspect they do it every month. For example, just now I found that their account balance says I have used 285 minutes, when in fact I calculated usage at 262 -- and I did this three times to make sure I didn't miss something. If you call their customer service they will fix the discrepancy, but I shouldn't have to do this at all. Imagine how much extra revenue they get in misinforming their customers of their usage, because most people likely do not check their math. It's easy to do - just highlight the tables and copy them into Microsoft Excel. Then use the simple autosum formula.
     
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bob93 on 2011-12-27:
Could it be that if you go into a new minute by 1 second and are charged for the entire minute?
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Broadband2 usually very slow
Posted by on
I got Virgin Mobile Broadband2 for the price, $40/month with unlimited MB and no contract. The price is great but the access can be very slow. It is nice to be able to plug in my USB adapter and connect to the internet without having a wifi hot spot, but the download is really slow. Many times the internet connection will freeze with nothing going out or coming in. Then it will work adequately for a few minutes and then stop or slow down again. Watching news videos can be especially painful since it plays a few seconds and then buffers, sometimes for minutes.

I will stick with them for now, because the no contract and $40/month seems to be a deal. But the slowness of the connect can be quite frustrating.
     
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MRM on 2011-05-05:
This is the second complaint with regards to Broadband2Go. I hope Virgin Mobile will correct this problem. This is really an amazing gizmo to use without contracts.
leet60 on 2011-05-05:
While the Virgin Mobile broadband to go does offer "unlimited" MB usage, they do "throttle" back the speed once you have used 2.5GB of data. Once that cap is reached the speed will be reduced to 256KB/S, which is relatively slow.
bob93 on 2011-05-05:
I've only used 1gb this month and I still have the same problem. I will watch the speed if I approach the 2.5gb. Maybe it will come to a complete stop. Thanks for the update.
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Fraudulent Billing
Posted by on
I got a mobile phone from virgin. it seemed good at the time so I decided to stay with them. I moved and could not get good reception where I lived at so I had to change mobile services. my number was [removed]. I called and told them to disconnect my services on 09/09. they said that it was fine, I assumed that they had done this. a month later I get another bill for the phone. I called them and they stated that I would have to disconnect them from the billing list on my end so I did that. I was using them earlier from a different account but had changed my payment methods. they went back to my old account on 01/06/10 and billed me from that account. I then had them to refund my monies. they called this an adjustment of funds. so a month and a half later on 02/27/10 they billed me again for $58.84 this caused me to have an NSF on a check that was due that day. now mind you this phone had been off for 4 months. I wrote them first and I called them on 03/01/10 and they said that it was not true until I provided proof from my bank statement that it was. they then stated that it would be resolved. the email came back and said that it was not true and to call so I called. they stated that they had opened a case and that it was in process. that it would take a week. I waited to hear from them and received an email stating again that they did not owe me anything.

I called again on 03/05/10 they said that they had found it and that I would be refunded in a few days. I waited for a week and did not hear from them. so I called them again and they said that someone would be in touch with me. now on 03/22/10 I call them and they tell me to email them. I told them that I had so they give me this website to write a complaint on. I have proof and I am seeking for $58.84 and $25 in NSF fees for the bounced check that was their fault.
     
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Can't even get the basics right
Posted by on
My experience with Virgin Mobile has been terrible, and I haven't even used the cellphone yet, although I have wasted 2.5 hours of my life (so far) trying to get service set up. I called yesterday to set up new service with a phone number from another carrier. I went through most of the process with a representative, but when it came time to program my phone, she got a "-1 error" (whatever) which she said was a glitch in the system that would not allow her to program my phone. She told me to call back when my old phone stopped having service and that they would program my new phone, no problem. The next day I had no service on my old phone. I called, as instructed, and was told that the agent from the day before had made a mistake and that they could not start my service and they didn't know when they would be able to. This was not acceptable, as I now have NO service. People can't even leave a message. After a little over an hour on the phone, with much perseverance, I got a supervisor who had someone enter my info by hand, which allowed her to program my phone. She swore that I would receive a text within the hour confirming my service and I would then be able to use my phone. I did get a text 2-3 hours later, but my phone doesn't work. Exasperatingly, I sat on hold for TWENTY MINUTES this evening without ever getting through to a person. And then their hours ended, so I gave up. I will have to call again tomorrow. Who knows how many more hours this is going to suck down? Who knows when (if) I'll have a working cell phone? One thing I do know: I'm not sticking with Virgin Mobile. I understand that mistakes happen, but not answering your phone or being able to fix mistakes is not an acceptable way to run a business. STAY AWAY!
     
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Virgin Mobile Canada: Misleading Advertising And Charging For Non-Delivered Service
Posted by on
TORONTO, CANADA -- I would like to share my recent experience with Virgin Mobile Canada and am wondering if there are other people who subscribed to their service during their Christmas promotion which promotes $20 + $15 activation credit.

My full message which was left unanswered is included bellow. Some details masked for privacy reasons.

Dear Sir/Madam,

This is **** ********. On 23 of December 2009 I have placed an order
(Order No. C018607148 dated 23 of December 2008) on your website
www.virginmobile.ca paying for a new mobile phone LG 150 and a top-up of
$10 for a prepaid plan. According to the advertisement placed on your
website www.virginmobile.ca about the $20+$15 activation credit, the
amount of my balance is expected to be $10+$35=$45. However after
receiving my phone my balance was $10+$20=$30. After a numerous phone
calls with your customer service representatives (some of them are
*****, contacted on 31 of December 2008, and ******, contacted on 2 of
January 2009) and the supervisor ***, contacted on 2 of January 2009, I
were not provided with the service ordered as advertised (for detailed
information about this incident please check the recorded phone calls
from my number 647-521-1840 to your customer service). As a result of
that I had no choice, but to cancel the service and contacting you with
a claim for a full refund of my payments regarding this purchase as follows:

1. MasterCard transaction for $11.30 dated 23 of December 2008

and

2. MasterCard transaction for $33.89 dated 23 of December 2008

I appreciate your timely answer and please be advised that in case my
claim is not respected timely and in full, I will have no choice, but to
consider your actions/non-actions as an intentional misleading
advertising and unfair/fraudulent commercial practice and will have to
report this case to the following third party authorities:

1. The MasterCard department of BMO as a issuer of my credit card
regarding the non-rendered service according to the promised advertisement

2. The Commissioner for Complaints for Telecommunications Services Inc.
(CCTS) regarding the non-rendered service, misleading advertising and
unfair commercial practices

3. The Canadian Radio-Television and Telecommunications Commission
(CRTC) regarding the non-rendered service, misleading advertising and
unfair commercial practices

4. The Competition Bureau regarding the misleading advertising and
unfair competition practices

I believe you will take the proper actions to resolve this case in fair
and the easier for both parties manner or I will proceed as advised.
     
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dan gordon on 2009-02-04:
I'm sorry but your complaint is very difficult to read. Instead of trying to sound like a lawyer simply state what is wrong with the bill vs what they advertised. I found it very hard to read.
MN on 2009-02-04:
Dan, the problem in short. They advertised a prepaid phone which comes with a $35 free credit ($20 for online activation before Feb 1, 2009, and another $15 if the phone is purchased online) and I also topped up my account with an initial deposit of $10. I have never received the total credit of $45.
Anonymous on 2009-02-04:
Gotcha. Thanks for coming back to clear that up.
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