We made the mistake of buying a phone from this totally incompetent company. We were unable to activate the phone using their website so we contacted their customer service people for assistance. They were unable to activate the phone either, so after nearly an hour on the phone listening to their lame excuses, we told them we wanted to cancel our service and return the phone. That was when hell began for us. Numerous calls, hours of waiting, rude comments, deliberate disconnections to avoid talking to us, and lying (they said the had cancelled our service TWICE, but when we called back to confirm the cancellation we found they had not only NOT cancelled the service, they had billed us double!!!! Do not buy anything from this criminal Enterprise.1 Replies - Latest reply on 08/14/2013Add reply
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.
1 Replies - Latest reply on 01/24/2013Add reply
Verizon Wireless is the best wireless carrier. Unfortunately they are also the most expensive. Use Page Plus Cellular which runs on the Verizon network.
Looks Good on the Outside
PORTLAND, PENNSYLVANIA -- Virgin Mobile as like Straight Talk offers low cost cell phone plans. The phones they offer are reasonable and fine. The difference however is the network that supports each of these companies.
I ... read full review1 Replies - Latest reply on 07/21/2013
Misinformation/Bait and Switch
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 ... read full review2 Replies - Latest reply on 08/17/2012
Horrible Customer Service
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 ... read full review4 Replies - Latest reply on 08/14/2013
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.1 Replies - Latest reply on 08/16/2013Add reply
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.1 Replies - Latest reply on 12/27/2011Add reply
Virgin Mobile Customer Service
PLAINFIELD, INDIANA -- Customer Service is the worst (poor English spoken, and it takes a long time to get an attendant due to the voice reply instructions/service).
There is no quick way to get a real person
Avoid! ... read full review15 Replies - Latest reply on 09/12/2013
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. 11 Replies - Latest reply on 07/10/2011Add reply
CALIFORNIA -- After spending all morning trying to fix shutdown of my service, I finally got through to Technical Support.
1 Replies - Latest reply on 05/19/2011Add reply
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
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.
3 Replies - Latest reply on 05/05/2011Add reply
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.
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. 3 Replies - Latest reply on 11/24/2010Add reply
Virgin Mobile without a doubt has the worst customer service of any company in existence. Getting through their idiotic voice recorded phone system is enough you make you want to throw yourself out a window, once you actually get to a real advisor you are numb with frustration. I’ve yet to speak to anyone at Virgin Mobile with a brain, and getting your issues resolved [or even getting them to understand your issues] is impossible.
3 Replies - Latest reply on 08/16/2013Add reply
I’ve not been able to use my phone for over two months, it is set on auto top-up and an active credit card is attached to my account, however my phone will not top-up and I have absolutely no service.
I’ve had the perseverance to call them 4 times (that took every ounce of patience I have!) And I’ve emailed their customer service dept. 7 times. Guess what? Nothing is resolved. NO ONE EVER CALLS YOU BACK, OR EMAILS YOU BACK, OR GETS BACK WITH YOU AT ALL!
Today I called and after explaining 15 ways to Sunday to the unhelpful person on the phone, I was placed on hold for 20 minutes and then disconnected.
There are MANY cell phone companies out there – DO NOT CHOOSE VIRGIN MOBILE AS YOUR PROVIDER.
I purchased a 1000 text package and was billed 2 times for it. I called customer service and was told that it was due to the fact they were having issues with their website and I would be refunded within 3-5 days. I was also given 50 bonus minutes and they would put $5.00 on the phone for the mistake. When they still had not issued the refund almost 2 weeks later, I filed a dispute with Paypal and was issued a refund. I guess this made VM mad because they suspended my service. I called and asked why and was told it was because of the "chargeback" and that I would have to send them the email from Paypal that stated I got the money back and then they would "look into it" and re-activate my service in 24-72 hours. I repeatedly asked for a supervisor and was NEVER given one. They also informed me that I used all 1000 texts in just a matter of days and they were NOW charging me. 15 cents per text. If the account was suspended, how were the texts going out and why was I charged for them? I don't understand it. I didn't use that many texts and so I have purchased a NET 10 phone and will never use Virgin Mobile ever again. Add reply
They were supposed to rollover my minutes by charging me 20$ each month.
2 Replies - Latest reply on 03/29/2010Add reply
They did charge me 21.50$ th 25th of March 2010, and wiped out my remaining minutes (over 1,000) sending my balance to "zero"
Called them 3/29 and cancelled account, they plan to keep my money - a balance of 25.20$ - will call VISA and try to get my money back.
Be very careful with these crooks.
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 ... read full review
I cancelled a cell phone account my daughter would no longer be using in March. I notice on my bank statement at the end of July that they charged my credit card in June and July. They refuse to give a refund, have added fake text usage and cell phone usage the day I complained on the account that suddenly became active 3 months after it was cancelled. They say it is now my fault. It is impossible to understand anyone I talked to and impossible to complain to someone face to face since there are no retail centers in the United States that I'm aware of. To make me even more suspicious, on the cell phone I have kept active, they take 15 cents out every single day at 3:15 A.M. I wonder where all that money goes?
2 Replies - Latest reply on 09/21/2009Add reply
Imagine that multiplied by millions of customers. I wish I was that wealthy. I have no idea what to do at this point.