Virgin Mobile customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from Virgin Mobile.

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Viewing Virgin Mobile customer service reviews 26 - 50 out of 598
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26
Jan

Posted by sug


on 1/26/15 at 9:18PM

Virgin mobile service is good if you buy more costly phones, But if you dont they keep sending one crappy replacement after another. Now they want to charge me $25 fee to now assure that I get a good working phone. Is that why last year they all had issues. They can wave the fee, but dont believe them when they tell you theyll call you back i was misinformed. You have to call back and since we didnt purchase insurance over a year ago, thats the excuse they use for not waving fee. This is where they try toget me to buy another phone. They only have certian blocks they can.check.on there forms if there us no block they cant help. And they dont listen to you or care if you stay. Im thinking a contract is worth it.

26
Dec

Posted by Doc


on 12/26/14 at 7:52AM

first very good mor Virgin Mobile just quit going are all through resetting right in the middle of everythingnow voice mail isn't working then it just stops right in the middle of something goes off and then resets

23
Dec

Posted by Anonymous


on 12/23/14 at 6:18PM

Just got my daughter this phone want to buy a card to activate can I get one on a website without going to a store

20
Dec

Posted by Subroto Sarkar


on 12/20/14 at 5:54PM

I have been blocked from visiting Maltipoo Rescue LA !! Please give me a reason as to why !! The owner of this site is a very very close friend of mine and being unable to communicate with her is a serious problem !! Please unblock me and if you want a confirmation you can contact her as there has been no abuse or spam !!

25
Nov

Posted by Anonymous


on 11/25/14 at 6:16AM

assurance wireless, I wireless is a freaking joke. I have never been more frustrated, disgusted and turned off with these governmental susbsidary in my life. do yourself a favor and don't waste your time. to the corporate people you need to seek other sources to work for you. these contracts with these oversees yo yo's need to be cancelled otherwise you will have continous problems from the public when dealing with these incompetent retards.
anyone considering using this service will constantly face antagonism, frustrationa nd hostility. because all they do is waste your freaking time. which in turn you will do the same to them with no care or regard whatsoever

07
Oct

Posted by Kyocera


on 10/7/14 at 1:06PM

I needs new virgin mobile charger, my others quick working! Thanks u!!!

17
May

Posted by XtremelyDisappointed


on 5/17/14 at 11:32PM

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!

09
May

Posted by Janet


on 5/9/14 at 8:30AM

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.

11
Apr

Posted by Anonymous


on 4/11/14 at 8:37PM

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

10
Mar

Posted by Anonymous


on 3/10/14 at 12:14PM

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.

26
Jan

Posted by Akrondee1616


on 1/26/14 at 9:58AM

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 don’t 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 can’t 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 can’t 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 it’s supposed to be happening now! I inform him that I have called quite a few times and it shouldn’t they are even aware of it. He says that he doesn’t 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 don’t 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.

18
Dec

Posted by telemarkerssuk


on 12/18/13 at 12:21PM

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.

02
Dec

Posted by lac


on 12/2/13 at 7:48AM

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.

21
Nov

Posted by Anonymous


on 11/21/13 at 4:59PM

I continue to have problems ordering with you. First "Sarah" comes on to follow me through with my order. I toldher I didn't want help because I dont'think they should see my cc number. Then I finally clicked off from her when another "chat person" came on. I did not request either one. Then I gothrough the entire process and it tells me my credit card number wasn't good It was good and typed correctly. This went on for four different tries. I also made an error because "Sarah was blocking the screen. I needed the "black" iphone 4 but I never saw the order until the very end and the phones were white. There is NO WAY to correct that except opt out of the entire order. Not accusing becaue I use my cards often but last time I ordered my card was compromised and I had to get a new one. Why do you want people to continually type their cc number in again and again when it's right the first time? My grands want this phone, so it's either I call in the order or disappoint them. Right now, I feel like disappointing them if my information isn't secure.

20
Nov

Posted by Maria


on 11/20/13 at 8:45PM

I am surprised as well to see so many complaints. I've been with vm for 5 yrs, have bought 3 phones and 99.9 percent of the time i haven't had any reason to complain. Very helpful, effective customer service reps. Will stay with vm. I've used att, sprint, verizon and they do not come close to vm. VM is superb.

12
Nov

Posted by Anonymous


on 11/12/13 at 1:27PM

*Question / Comment

I sent in TWO (2) rebate forms at the same time for two phones. The first one was order number the first one I received. The seconded one I did not receive.Both were 50.00 rebates. they said the first on was mailed out, which I received. The 2nd one they said they did not receive (both were in the same envelope) If they got the first one they had to of got the second one--Please let me know what why only one rebate was sent

28
Oct

Posted by Anonymous


on 10/28/13 at 5:14AM

Give my phone HTC in for repair at Key West store, try to phone the store but the number is busy the whole time. Phone 123 first operator said the number is busy i must try to get thru, phone again after try the stores number, phone again 123 number operator woman said she will put me thru , the line is cut off, try to phone again the store, phone the 123 number man on the other side said the store is been close for a week now , were am i going to get my phone now, they repair my phone for 3month now. .?????

25
Sep

Posted by Anonymous


on 9/25/13 at 5:19AM

Have been trying to make calls since 5:00 a.m. this morning and calls keep failing. What the hell is wrong here?

07
Sep

Posted by Juan A Santos


on 9/7/13 at 2:46PM

I just purchase a kyocera Kona to update my old phone and the first week it worked fine but now I can get it to charge and Im alway getting no service avialiable or when I try to text it tell me to enter digial zone area code

07
Sep

Posted by Anonymous


on 9/7/13 at 6:55AM

I have been with Virgin Mobile for 4 plus years and never had any issues, am shocked to see all the negative remarks.

04
Sep

Posted by surfric


on 9/4/13 at 8:57PM

I have been calling for ten days and they refuse to give me a new phone after the one I just got from them in June lost its display light. This was a replacement phone from the original I bought for 240 buckd last summer and failed this spring. Since they say they did not receive that first broken phone now they want to charge 149 dollars. for a broken phone they can't find, that I did send back. I've talked to about 8 different people, and now I'm going to sue in small claims for a few thousand. I am a doctor and their refusal to make good has left me without phone service for my patients going on 2 weeks, and that must have consequences.

04
Sep

Posted by Anonymous


on 9/4/13 at 6:04PM

This has to be the worst mobile company on the market.

04
Sep

Posted by j.c farley


on 9/4/13 at 4:26PM

I am very disappointed in the service I have gotten so far I have been trying to get a replacement phone since 8-20-13 and have not had this resolved I have in the past had a good opinion of virgin mobile but now I am at a lost I pay my bill on time was told that I had to pay my bill in order to keep my number so I am paying for a service I cant use . I was told that I can wait on this phone or buy another one I don't have the money to buy another phone when I just got this one in march of this year. I don't know if I will keep this service or not

22
Aug

Posted by KATHLEEN CLARK


on 8/22/13 at 2:22PM

Wow Iam So Surprised To See So Many Unhappy Poeple With Phone Service So Iam Not The Only One I Can Relate To Everyone Storys It Happen To Me To Iam So Gald The Phone Didnt Work Your Company Sucks I Been Waiting For Three Mouths For Refund I Never Got Please Call

12
Aug

Posted by Anonymous


on 8/12/13 at 9:10AM

V. M. has terrible customer service. It is impossible to get a rep. on the line from calling the phone no. I cannot even get a call back from the internet trying to connect me.
Also, most of the representatives, when you do finally reach one, do not speak
English well, so it is difficult to communicate with them.
If the call is disconnected, they do not call the customer back and resume the call. The customer has to try to call again, and usually in vain, try to get another person, who is never the same one, and go through the whole process again.

Viewing Virgin Mobile customer service reviews 26 - 50 out of 598
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