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:
  • Main Company URL:
  • Description:
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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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Executive Resolution Team Technican

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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 XtremelyDisappointed


My husband and I have been with Virgin Mobile for 7 years. We have never had trouble until now. I purchased a phone as a surprise gift to my husband and it has turned out to be a total nightmare. On March 24 we received the phone and it didn't work AT ALL (no sound, no picture). I called that same day and told customer support about it. The support tech told me to send it back in the envelope that came with the phone. I asked if he meant the envelope that goes to the recycling center in KY and he said Yes, the envelope that came with the phone.I verified this with the agent twice because it just didn't seem right, and he confirmed that was the right thing to do. So I wrote the RMA# on the envelope in permanent marker and the next morning my husband put the phone it in a USPS dropbox on his way to work. When I received the replacement phone later that day (Mar. 25th), I noticed that there was a special envelope along with the new phone. I immediately knew the agent told me to use the wrong envelope so I called VM tech support again and told them what happened. They assured me it was ok and that they would take care of it. HA!!!!!!

May 7th my husband received a text messages on his phone informing him that his service was going to be suspended. I called VM tech support to find out what was going on. They said I hadn't sent the defective phone back, so they were going to turn off service. I explained the situation, the agent found the notes in their system and said the agent I talked to in March didn't assign a case # to the account. If an issue isn't given a Case #, it is like there isn't any issue! So this agent assigned a case # and said to call back the next couple days to check on the case. I do what she says and a couple days later I'm told that someone will call me back, I don't have to call back anymore. I should just wait 24-48 hours. (Just so everyone out their knows... if an agent tells you to wait 24-48 hours, it means "We aren't going to do anything except make you call back, speak to a different agent, repeat yourself 2-3 times and get tell you to wait 24-48 hours AGAIN!" It is a vicious cycle. Also, if someone says they are going to call you back, DON'T believe them. You are NOT going to get a call back - they are just trying to get rid of you!!)

Unfortunately, I was still an uneducated customer at that point and believed them.

Six days and numerous calls and time wasted later, I find out from another agent that the Case given to me was assigned the wrong code and I've been talking to the wrong team for the past 6 days. He assigns me a new cast # with a different code and says someone will call in 24-48 hours. Yep, I still believed them.

3 days later and no call back, I called in and found out that the case had been closed because they still hadn't tracked down the phone. Did anyone call to update me about this?? NO!! The new agent created a Follow Up case # and said that it is marked as Top Priority. I'm told that I have 2 options, 1) Wait until they find the phone, or 2) pay the $65 which is what the phone cost. Now I am livid!! Why in God's green earth would I pay for a phone that they sent us that didn't work in the first place and then told me to send back in the wrong envelope?? I get off the phone with that agent and call back in, the next agent seems to take me a bit more seriously and says she will have her supervisor call me back in 1 hour. HA HA HA HA Nope - no call back!!



It is a week and a half, over a dozen calls back to VM, 16 agents and too many hours on the phone to keep track of anymore, later; and we are still in the same status as we were a week and a half ago. The lack of knowledge, initiative, determination and time Virgin Mobile agent put-forth is beyond comprehension. The adamancy these scripted agents have about following processes and procedures to find a phone that doesnÃ?Æ? work, and lack of empathy and consideration to reinstate our service - even though this entire situation was caused by numerous mistakes on Virgin Mobile part - is unbelievable. It makes it very clear to my husband and I that a $65 phone that is useless is more important to Virgin Mobile that 2 loyal, long-term customers. Or should I say two 'former' customers. If this isn't resolved by Monday, we will be switching to a different cell provider!

Posted by Janet


I have been a Virgin Mobile customer for about 15 years. In the first years they were great. Now, all I get are people in India who have little command of the English language. They refuse to connect me to the USA.
I have had an ongoing problem with them for three months which never gets resolved. First, they triple charged me in March. It took forever to get that resolved.
Then last month they suspended my service for non-payment despite it being on auto-pay. They claimed my bank denied it. I called the bank and they said Virgin Mobile never even submitted for payment. After hours and hours with multiple people last month, they gave me a month service and said it would be resolved.

Guess what? Same thing this month! I have spent hours over two days trying to get it resolved and the last person with whom I spoke said she was giving me a month service and it would be sent to the upper management to resolve. Same as last month. I got a text message saying the month payment was applied. I tried to use the phone and got the message it was suspended for non-payment.

A half hour later, I got an e-mail stating the same thing. I am at the end of my rope with them. I like their plan ---- WHEN I can use it. I do not like spending hours and hours for days at a time trying to resolve their mistake. Also, they play that horrible noise they call music all the time on hold.

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.

Customer Service Ratings

Based on 579 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

Virgin releases the Moto G

If you wish to retain warranty, you can call Virgin customer service after purchasing the phone, pay for an unlock code ($75 I believe) and retain your warranty even if you choose to use it with another carrier. dj_pasquale. Cool sounds good…i need a ...


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)†...


Sprint's Virgin Mobile Appears to Be Killing Unlimited Data

Some Virgin Mobile customer service reps are telling customers that unlimited users won't be grandfathered, though the Virgin Mobile FAQ indicates that users won't lose their current plans if they don't make any plan changes. While Sprint is obviously†...

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