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36 Reviews & Complaints

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Misinformation/Bait and Switch
Posted by Bonniemcalvin on 08/16/2012
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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Posted by MRM on 2012-08-16:
Any new phone after June, you'll pay for the increased monthly plan of $35.
Posted by 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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Horrible Customer Service
Posted by Paulwparker on 08/06/2012
ATLANTA, GEORGIA -- Bought and iPhone 4 for Virgin mobile cellular service a month ago. The phone works but the 3g cellular data service is terribly slow. Called customer (no) service 8 times in 4 weeks. All their call centers are in Mexico or the Philippines. Service reps had no idea how to troubleshoot the device. I finally gave up and asked for an RMA. Their response, please call back in 2 hours. Our systems are down. Unbelievable! Finally got my RMA to send the phone back. I plan on switching phone service tomorrow. Avoid Virgin Mobile!
     
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Posted by ticia232 on 2012-08-07:
How many times did you try to call? Was this your first time calling? I only ask because if this was your first time calling then perhaps their system WAS down and they were waiting for it to be fixed. Also they wouldn't have the ability to troubleshoot the phone if the system was down.

Also why is it "Unbelievable" that a computer can go down? They aren't flawless.
Posted by MRM on 2012-08-07:
If you're going to switch carriers, then thats an expensive paperweight you're holding ($600 for iPhone) I would make sure that phone is near a window and there are peak hours where data can be slow at.
Posted by bonniemcalvin on 2012-08-17:
MRM: You're not doing anything to combat my perception of Virgin Mobile as a manipulative company. [If you're going to switch carriers, then thats an expensive paperweight you're holding ($600 for iPhone)] If you work for the company, maybe they should pay you to take a class.
Posted by sisbreide472741 on 2013-08-14:
Virgin Mobile is a company based on lies to consumers. I actually believe they intentionally use non-English speaking employees to stumble through a conversation/email writing, to decieve and prolong remedial action for the consumer.
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Fraud- Virgin Mobile Broadband2go
Posted by Rsdecarr on 06/09/2012
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. Ive 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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Posted by 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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Injustice To A Disable Client On Unjust Disconnection
Posted by Deanort8 on 02/14/2012
CATASAUQUA, PENNSYLVANIA -- My name is Deanna Ortiz and I am a disable person that is a client of Virgin Mobile, that had always pay on time and around June last year 5 members of my family bought the new android phone that came out, Motorola Triumph 3g, for which we all had had problems from the get go. This hew phone has a value of $300 plus new and all we had had is headaches and to top it all off the company had the policy of sending refurbish phones to replace the malfunctioning phone w, when we are withing the year warranty and for which other cell companies like Verizon, AT&T and others, do replace for new ones when they are on the year warranty. My phone was Replace like 4-5 times by December 2011 and this last one I have was malfunctioning again and they refuse to sen me a new one. To top it all off, my phone got disconnected, because they say I never send the old one, when I did, but the say they never receive it. The system they have to send back the phone, is just an envelope for witch is send back to the regular post office way and no receipt to proof it was send. They supposedly have the tracking number for the post office system, but is only my word, that I send it. If anything, the post office should be responsible for the lost, but they should it put insurance to protect me and themselves. Now they accuse me without any proof and suspend my malfunctioning phone. I am disable and have 3 children and one of them is also disable. I was waiting for them to send me a new phone and now they also told me that they send me another phone before my account was suspended, and that phone never arrived either, but they send this one through FEDEX and they did not request a signature for and expensive phone and again no insurance. This phone is also lost. What kind of responsible company is this for which the parent company is SPRINT? That discriminate against Latin people and disable people, like me, my Mom and my Step dad, Veteran of IRAQI FREEDOM AND RETIRED from the Army after 27 years. The phone has been disconnected for the past 2 weeks and gave them about 3 warnings of 24-48hrs to do something about it and they refused, unless I pay them for the phone that I send and never arrive. What about the money they owe me for the time all the other phones and the one I have have not work? I told them I will hire a lawyer and start a law suit for discrimination against a Latin person, a woman and a disable person and a mother of disable son. It is the only phone that I have in case of an emergency. The phone that I send has a serial # of; 268435460404464823; the one disconnected s# is, 268435460405935080. The other phone the supposedly send to replace my disconnected phone is on accounted for or MIA.

     
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Posted by April on 2012-02-14:
At and t also replaces with a refurbished phone within the one year warranty period. I've worked for them for 8 years now. Fairly certain this is common across the industry.
Posted by traceylynn on 2012-02-15:
All these practices are common and I don’t see discrimination anywhere in this complaint. All customers would have had the same issues as far as refurbished/ not receiving mold phone and facing disco with Virgin. They have no way to know you are disabled. Now ( on MRM's advice) I did just purchase that phone. I bought it thru a 3rd party though so I don’t have to deal with the hubbub with Virgin. They also sell phones in Target, Meijers, Walmart, and most major retailers. Amazon is an excellent place to find them as well. I will say that phone is a full fledge internet phone and it can get a virus/Trojan. I would try downloading some anti-virus software like Dr. Web ( they have a light version that is free) to see if that fixes the issues. Everyone else I have spoken to about it says they love the phone, I am hoping I have the same to say ( it gets here Saturday). When it does I will write a review ( my 1st!)
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Deactivation Of My Phone And Non Replacement Received
Posted by Ssgmed2756 on 02/09/2012
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 law suit 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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Posted by MRM on 2012-02-09:
How do they know if you're disabled person when you're communicating via email or phone?
Posted by Anonymous on 2012-02-09:
I see no discrimination here. Good luck with that lawsuit
Posted by andbran on 2012-02-09:
virgin mobile can be bought at retailer. i got my rumortouch for 80 dollars.
Posted by 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 Ragin Rick on 12/27/2011
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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Posted by 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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Does Not Work in Adams WI
Posted by Bella1234 on 07/05/2011
Went to Adams WI it is 24 miles north of Wis Dells WI on vacation with family for 4 days. Could not receive any phone service at all. Cheap but what good is it was going to throw in Wis river. I have emailed Virgin mobile 3 days ago with no reply from them paid till 28th after that get rid of and get real phone.
     
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Posted by Anonymous on 2011-07-05:
Please take a moment to reconsider throwing the baby out with the bathwater. Many rural or minimally inhabited areas lack a signal or have very weak reception, these are known as dead zones. There are several factors that could affect service in your situation, not the least of which are no nearby towers and obstructions such as trees and foliage. This is a location issue.
Posted by jktshff1 on 2011-07-05:
What ript said. Just check out your providers coverage area before you change.
Posted by MRM on 2011-07-05:
Agreed with the above comments. Otherwise, Virgin Mobile is the best pre-paid carrier with cheap plan rates! I recently took a trip to the Blue Ridge Parkaway in NC and the Virgin Mobile service works great up there!
Posted by BEJ on 2011-07-05:
It may have been the coverage area instead of the phone. Previously had Cingular--had to switch to Verizon as they were the only company that had coverage where we liked to camp. Needed to have phone access.
Posted by bella1234 on 2011-07-05:
went on vacation do not live there
Posted by MRM on 2011-07-05:
C'mon, Bella! Give Virgin Mobile a second chance! On July 19th, Virgin Mobile will be releasing a new Android phone and you betcha I'll be getting my grubby hands on one!
Posted by bella1234 on 2011-07-05:
to mrm what good is it if it does not work
Posted by Ponie on 2011-07-05:
Guess the phone would be in the same category as Karls Cabins, right?
Posted by Anonymous on 2011-07-05:
great review.. very helpful
Posted by Ponie on 2011-07-05:
Just re-read this post. It's written as a compliment.
Posted by bella1234 on 2011-07-10:
woman called me from virgin mobile could not even speak english get new phone july 11th going back up to dells going in the river like said i would do piece of junk
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Don't use this Company
Posted by Piet10 on 05/18/2011
CALIFORNIA -- After spending all morning trying to fix shutdown of my service, I finally got through to Technical Support.

No texting or phone service for 3 days. I called my cellular line and was told that me "the customer not available at this time".

My billing was up to date. Indeed I had paid my bill 6 days ago.

Technical Support fixed it, but cause of billing problem and outage not fixed. I had to top up, which I have never had to do before.

I am leaving this stupid company

     
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Posted by Alain on 2011-05-19:
What was the cause of the billing and service problem?
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Broadband2 usually very slow
Posted by Bob93 on 05/05/2011
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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Posted by 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.
Posted by 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.
Posted by 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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ROB!!!!!!
Posted by Kronyc on 11/24/2010
WARREN, NEW JERSEY -- Ive being laugh at smirked, told try and get your money. This by the retailer for V. M. I've being told by Virgin Mobile since 7/23/2010. return unit B2GO for a refund I paid $110.I was told by the retailer that the unit will work if Sprint does. well Sprint, Motorola, and any other company works great. except Virgin Mobile the only way that the unit works is if I go the kitchen and hang out the window, I may get on bar but it drops the connection. I. was sent a check for $20.Great that' service only where's the rest? $90 Also now they claim they have no acct# for me. after getting four confirmation numbers!!!Here we are five months and five sets of 4to6 weeks later and no sign of resolving this. "I've being ROB!!!" sir you are no" Virgin" thank you. P. S.THANK YOU MY 3CENT. COM for listening.
     
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Posted by dan gordon on 2010-11-24:
I don't know of any carrie rthat will guarantee service at your specific home. How are you being robbed?
Posted by Anonymous on 2010-11-24:
I have no idea what this complaint is even about.
Posted by Anonymous on 2010-11-24:
It's about poor phone reception basically.

The only phone that will get a reception throughout my Mom's house when I visit is Sprint.
Not much they can do.
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