Virgin Mobile customer service

Please find Virgin Mobile customer service, technical support and customer support details below. Some companies continually change their contact details, so please feel free to update the Virgin Mobile listing at any time if you have new information.

Customer Service

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  • How to reach a live person:
    • Press 0 as soon as you hear "Alex", and keep pressing 0 for each request made for more information
  • Hours of Operation:
    • This information has not been added.
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  • Email:
    • This information has not been added.
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  • Customer service link:
  • Description:
    • This information has not been added.
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Executive Escalation Department

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  • How to reach a live person:
    • Believe it or not, this number rings through to a live customer service rep. It sometimes rings quite a few times, but be patient and someone will pick up.
  • Hours of Operation:
    • Mon-Fri: 6am-6pm PST
  • Email:
    • This information has not been added.
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  • Customer service link:
    • This information has not been added.
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  • Description:
    • This information has not been added.
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  • How to reach a live person:
    • NONE.

      Goes straight to a personal line to a ERT Tech, Preston.
  • Hours of Operation:
    • Mon-Fri: 7am-4pm CST
  • Email:
    • This information has not been added.
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  • Customer service link:
    • This information has not been added.
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  • Description:
    • You know the scripts regular CSRs clumsily read from, the scripts that tell you to "try removing your battery for 30sec..." over and over and over again?

      Yeah? These are the guys that wrote those scripts. The end of the line technicians. Whether it's your phone, their system or you these techs will fix it.

User Reviews

Posted by Anonymous


I had to contact your virgin broadband customer care about an issue with my device and i have to say that the service and the attitude of the employees was so awful and they were so rude concerning issues i was having with the device, at one point the person on the phone made a comment that i had even stole the device because i did not have the required pin number available at that time as i had told him the retailer i had purchased it from did not give the the pin for the account, i ended up going back to the retailer who admitted the mistake and corrected the problem but the fact remains that the customer service reps you have handling these issues were so bad that trained monkeys could have done the job better, when i asked to speak with the supervisor i was completely blown off and given constant excuses why i could not speak to anyone concerning the matter. Now i am a retired Naval Officer who served 21 years in the U.S Navy and i know a professional attitude and how to address any given situation but your rep almost accused me of stealing the device and i gave him my name and he still insisted there was no account information i8n my name and no refused to see that i had just made a new payment for this month and it should have been posted as well in my name but he was so god awful rude and so without respect towards the customer . I am planning to file a complaint with the BBB and let them know the shady activity that was imposed on me as well as all the delays of the service and the poor customer service i recieved along with the accusation that was made as well

Posted by Anonymous


This is the first time I've sent in a complaint about any item. I am totally disappointed with Virgin Mobile & Samsung, who uses them as a dealer. Every person I have talked to has not been helpful or patient or accomodating with the problem I'm having of dropped calls. They keep making lame excuses, like it's a "cheap phone." (They actually said that.) I will never buy another Virgin Mobile or Samsung cell phone.

Posted by Akrondee1616


I am emailing again to complain about an issue I have been having for almost three weeks! I have called and emailed and each time they say it is being escalated! I have to continuously keep calling because the issue is when I get a missed called (I donít answer or call the voicemail) I get a minute deducted. They have had me update my phone they even have given me credit for the minutes lost. I have to call every couple days for that! Today I called and I talked to someone he says yes it is an issue and they will be escalating it again! I ask about the 16 minutes I have lost since I called on Thursday. I even have pulled up the records. He says he canít do anything about it. I say they did in the past and ask for a supervisor. The Supervisor Chester says that even though the issue is being invested he canít help me then puts me on hold. He comes back and says that the issue is supposed to be happing! All this time calling and itís supposed to be happening now! I inform him that I have called quite a few times and it shouldnít they are even aware of it. He says that he doesnít know why they are investing the problem that for weeks different people are aware of and that he cannot help me and that those people were wrong. All of them?!!! I am baffled by all of this! I donít understand how this issue can go on for so long. I have had virgin mobile for a while I even switched to a different carrier but then came back to Virgin Mobile because I thought the service better, but with the service and the customer service that is being displayed it is becoming apparent that this company not only does not inform its employees about ongoing issues but they do not value me as a customer.

Posted by telemarkerssuk


I've had my phone number for (8) yrs and never got a call from a telemarker. Just one week ago I replaced the old phone with a new ZTE Supreme phone and keep my old number. I had to call customer service to register the phone and turn it on. The customer service rep was very polite and helpful to get my phone going. Since that phone call I have been getting telemarker phone calls from a security company located in Florida 8137936945. The VM customer service rep was an Indian woman and the telemarkers are also Indian people. More than a coincident? I don't know for sure but it seems awful odd that this occured just one day after getting my new phone turned on. I believe they have shared MY number to them without MY permission. I am on both the federal and my states more stricker do-not-call lists! I will file a complaint to the FCC if the calls continue.

Posted by lac


I have been with VM for five years, this is the first time i have ever had an issue. My new phone hasn't worked since i got it, four and half months ago. My husband got the same phone, at the same time, his works perfectly. I have been dealing with "customer service" for the past four months and I still don't have a working phone. Have paid my bill every month and had to use my husband's phone, which he has paid so that i can use up his minutes calling vm. Every time I hear "sorry" and "wait." Ridiculous is an understatement.

Customer Service Ratings

Based on 578 votes.

3.4

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Corporate Office

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Customer Service Scoreboard

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Virgin Mobile customer service news

Optus, Virgin Mobile suffer major mobile outage

[I] try to call customer service and after waiting on hold for over 15mins I just get 'I'm sorry we are currently experiencing system problems and are unable to process your call, please try again later'. That is NOT customer service, pull your socks ...


Optus, Virgin mobile users suffer loss of 3G

No signal and tech support has no idea/won't assist. — Michaela Williams (@LatherRinseRpt) October 8, 2013 ∑ @Optus 3G is definitely down and even on wi-fi i can't connect to anything. I'm in Surry Hills. Thanks. — Vida Redoblado (@vidiva)†...


Virgin Mobile rejects NTL approach

... entity would be Virgin TV, and that he would hold a 14 per cent stake in the combined company, making him the largest single shareholder. "We will have a contractual say on things like marketing, public relations and customer service issues," he ...

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