Virgin Mobile

I called Virgin corporate relations last January 29 asking for help because I over scratched a top up card I got from 7-11 in Orange thorpe. I was asked by the rep who took my call to email the receipt and a photo of the card back and front. I did this and got an acknowledgement. He told me that the issue will be resolved in 48 hours so in the meantime, he will give me a one time courtesy credit to cover the account for the month's due (January 29). He also told me that the top up card will be credited to me and will be applied to the following payment due date (Feb 29).

Last Feb 29 I got a text that my service has been disconnected because I failed to pay. I called up your customer service , spoke to Rep 1 and was told the following. There was no record that I was supposed to be given a…

Please be advised that myself and two of my Children will be discontinuing our Virgin Mobile services due to the absolute worst response and they way I was treating regarding my late wives account over closing her account due to she was killed in a car accident on January 11, 2016. I have called since January 26 requesting that the account be closed and the last payment be refunded back to our bank. I and my bank have called and spent hours on this and have faxed letters and a copy of her death certificate.

The way that I have been talked to "like please forward the death certificate to your fraud department" is truly insulting. I have yet to be called back and neither has my bank been called back. The representation of your Virgin Mobile is very poor and insulting. You have made a bad…

On Jan.7 we purchased cell phone from Costco with the proviso that we had 14 days to cancel if unsatisfied. We went with Virgin Mobile. On 10 Jan I had an accident at work and with Drs visits etc we did not use our phones much. We received an ebill from virgin on the 16th Jan. Unfortunately, being disconcerted by recent events I paid it immediately as is my habit. In the next few days we started to check our phones and noted that our reception was poor to non existent.

My husband spoke to Virgin and was told to try changing the sim cards and we took the phones to Costco and cards were changed with no improvement. We spoke to one of the employees at the Costco outlet and were told that our neighbourhood was known for receiving poor reception from Virgin and perhaps Fido was a better choice…

On Oct. 26 we purchased a second phone. When returned home ,and checked data usage, I noted the U.S. fees were too costly, hence the next morning we returned the phone to the store, being THE SOURCE at Bayshore in Ottawa. We explained the situation and since we could not match my previous rate plan, I cancelled my plan with phone returned. The next phone bill showed a termination charge of $143.75, plus smartphone VSC of $2.53 plus another charge of $21.35.

I called Virgin Mobile customer service and was told the $21.35 would be reversed which I have not seen. My issue it the refund of the termination fee-- have made numerous lengthy call to resolve and several visits to the store to no avail as well as a previous e-mail. I was given excellent service by all the store personnel as they…

In October 2015, I voluntarily disconnected my Virgin Mobile phone number. The customer service representative said I would lose all access to my account information and the phone number. The deactivation was immediate. I retained my cell phone equipment and on Dec. 8,2015 sold the phone, which was a Walmart purchase, to an acquaintance. The acquaintance use the "Top-up" procedure to activate the phone and to her surprise, my old phone number came up and voice mail still intact.

She called Virgin Mobile to set up her own account and was bombarded with security questions which was obviously my old information. She called me to ask me what was going on. I called Virgin Mobile and asked why was my information still attached to MY phone that I purchased from Walmart and had disconnected…

62 was made on my debit card on December 1st 2015. I am not a Virgin Mobile customer and my debit card has been in my possession the whole time. I cannot afford to lose the money. Is there anyway you could refund me the amount?

I am including my bank account statement with the Virgin charge on it hoping that you can help me contact the Virgin Mobile corporate offices to file a complaint.

Around end of October I received a letter stating that my VIP packages is no longer available and that I should go with another company or downgrade. I have enjoyed unlimited everything and couldn't understand why I was being targeted for using my data unlimited.

I rung up Virgin customer service and was told that I had to leave because I was using too much data despite it being unlimited.

Also on my record do not upgrade this customer. I was really upset as no one rung me to question or find out how come I use so much data. I am a mum and only I use the phone.

I cancelled but later found out that I shouldn't have as I am being treated like a criminal after my complaint as I found out that other VIP customers who use less data will not be targeted like I and many others. I also found…

I upgraded my virgin mobile phone and received a Sony Experia M2 in black I followed the instructions and after waiting 48 hours for the activation to proceed I found that their was a fault no phone service? I after making several calls to virgin was given a replacement phone of the same type this phone has the same fault and after another call I received a second sim card this had now taken many days and I had spent much wasted time and after making many calls I eventually was told that their was a system error? and that the IMIE number for this phone which is 35626606-539480-8 was not on their system? and that as soon as it was sorted I could send back the phone end the contract and start a new contract with a new different phone.

Well it may sound good but I have now after waiting for…

I have had services with this company for at least 3 years. I have had the same email. I recently got a new phone because my old phone had a damaged speaker. I have tried for 3 days to get my phone on. I worked with 3 different customer service people.

They shut my old phone off and added the minutes left to my new phone. After that they added minutes from a top up card I had bought. I was assured my phone would be connected in 6 hours. I received emails, my email was incorrect. I am receiving their emails. It does not take over 2 days to get my phone started. The problem is in their system.

I have been a good customer please help me. I am 68 living alone with 2 grandchildren that have a disability. I need my phone. They should give me 2 days credit for the stress they have put me…

My direct debit is the 16th of the month yet it was taken on 13/04/15, and I have been informed the next one will be on 11/04/15, making my payments every 4 weeks. By taking the payment early it caused my bank account to go overdrawn and left me in financial hardship.

I have been in touch with Virgin Mobile on 01/05/15, and they could offer me no explanation as to why this happened and to contact my bank re bank charges. 00 down and was without bus fares to work and food.

I bought a Galaxy 3 at the online store. Sent it back never opening box, because I don't have any service where I live. I returned it with same delivery that dropped it off and that was it. I've never got a refund, I've called numerous times and this last time the women I spoke with demanded why I bought a T-mobile instead.

I get service plus wifi calling with T-mobile, I asked to speak to supervisor, and she laughed at me and hung up. I have two disabled children both 4. I'm going through my second bout of chemo. 00

Phoned Virgin Mobile to upgrade my phone as I've had it 2 and 1/2 years. The very rude man on the end of the phone kept telling me my password was incorrect and asked me other security questions to verify I was myself.

Every answer I gave, he kept telling me I was wrong till after I'd spent at least 30 minutes arguing back and forth. I was told to ring again but no one would be able to help me because I didn't know what I was talking about keep giving out random answers as he kept saying so

I rang back spoke to a woman who had my account details up and sorted in two minutes !! What can I say should have just asked to speak to a woman in the first place but very very bad customer service from virgin and no way of really making a complaint poor !!!

I have had my my virgin mobile lg tribute phone for only about half a year and it has been acting up lately. it has been saying that i do not have enough space on my phone even after I delete several things and put the rest on an SD card.

It has gotten so bad that it has been interfering with my text messaging saying that i cannot get incoming messages because i supposedly have no space. I pay for text messaging so i shouldn't be told that i cannot get incoming text messages.

i would like for you to send me a new phone because this behavior is unacceptable!

I am absolutely disgusted about the way I have been treated by the Virgin Mobile customer service team in the past four months. I have never felt so belittled in my life!

Firstly, they would not take a payment over the phone for two weeks.

Secondly, when the payment was taken, I was promised my services would reconnected after three business days which was not true. I was constantly lied to over the phone until finally I spoke to someone called Dave from collections whose identification number is 230143.

Dave confirmed that every single person I had spoken to during this situation had not been doing their job properly. I have recorded every single call I have made to customer services as evidence of how I have been treated.

I will continue my contract and Virgin media home services…

I tried to cancel my contract with Virgin Mobile, and pay the balance on my contract. When I phoned 789, the automated system kept redirecting me back to the start. It was a constant loop every time. 80 bill had jumped to £39 and I would have to pay this before I could cancel my contract (a sim only contract at £15 a month).

It also had to be paid before a pac code would be issued by text. I have not received this code even tho I was assured I would. I never want to be involved with another virgin product again!!!

Tried to change direct debit date. this was a problem. cancelled direct debit payed by visa card monthly without fail and taking half hour to do this because customer services insisted on charging over thirty pounds when I get a (eelve pounds discount.

Come Jan 2015 without my consent DD re set up first amount over £30 and consecutive months the lower amount matched by my visa payments. therefore in three month more than double my phone bill has been taken. Hours on phone to customer services and talking to managers.

I insisted on a full refund. eventually told it would be in my bank without fail. On 13 04. 15 this has not happened. previously you told me it would be put on credit on my phone and that is exactly what has been done.

I am now contacting my bank offcom and finally the…

Very rude staff gave virgin media my new address was told my phone contact ended November last year . The company is sold to you as a whole eg:if you go to virgin media you can get broadband and mobile phone packages ,but some how the to company's are separate and don't cross reference details with each other.

They don't have a dedicated team to contact people to inform them that their contact is coming to an end not even my email. my contract finished in November but they have only now decided to contact me via email why did it take so long.

Really pissed off would never recommend virgin mobile or virgin media to anyone ever again!

Unbelievable service as a existing customer I purchased an Iphone yesterday I was told an agreement would be e-mailed to me with a security number were you either copied or manually inputted I tried both. message read incorrect code after several attempts I called there customer service I explained my predicament that the e-mail security number would not let me sign the agreement I was on the phone 30 minutes with the advisor asking for my sim , have I got it inserted properly he asked I asked this is a request for help on a email sent from you and

a security number that will not let me read a agreement. the customer service assistant then put me on hold for a few minutes and asked me there are four numbers on the sim , I don't understand this is a request for help on a contract this has…

My name is Steven Mckay, i have on going complaint which i want resolved as soon as possible, This complaint has been ongoing from 17th feb 2015, I returned my mobile for repairs, the phone was returned to me, as i was not at home my neighbor took the delivery, he has denied receiving the phone, I have Contacted Virgin on numerous occasions trying to get this matter resolved. I have constantly called Virgin Mobile and they have made excuse after excuse, it is getting to the stage that when i call them, they waste my time by putting me on hold, and at the expense of using my mother in laws landline.

I have spoken to two managers and 7 agents and still not getting anywhere. Please contact me if i do not hear a reply within 2 working days i will pass this on to Of com, and i will terminate…

I upgraded my hardware from nexus 5 to i phone 6 and i get a phone bill without even completion of my first billing cycle with data charges that i incurred on my previous phone?? While i was instructed to pay all outstanding charges while switching to my new phone. On top of that the verbal lashing by some inconsiderate female customer service representative was the last nail in the coffin.

Never should have given this company another chance. Round 2. Activated $20 wifi lover's plan, which is include 300 minutes talk & unlimited text on March 9, 2015. Topped-up with $30 - $0 balance. A few minutes later, I topped-up with $10 - $0 balance. What happened to the balance? Virgin Mobile paid for 2 months of service. A few hours later....no service. I emailed back & forth worth with customer service for a week (actually 5 of 7 days). Customer Service unable to resolve the issue, stopped communication. March 17, I put it away. Two days later, I decided to try again...no service in the morning. Later that evening, I decided to try a factory reset (repetitive) and used the information sent by one of their Customer Rep....now have service, with 10 days lost.

Sending & receiving…

Don't keep Virgin Mobile because I have been calling and phoning customer service line, been hung up on and told problem fixed but has been a lie. Phone help rep said he couldn't understand me. I had a contract for 8 months already and it has not been repaired.

Now every month videos wont play yet and I am paying for unlimited data. I have another 16 months on my Virgin Mobile contract. Not happy

Due to a fault with the virgin media super hub 2,am unable to use my wired connection to connect to the internet,and i spoken to a tech department memeber of staff and she didnt book in my new super hub 2 router :( and also didnt give discount for part services unable to use the full services of my broadband :( got put to virgin media customer relations department and got my new super hub router booked for delivery and recieving £40 off my next virgin media bill :)

I bought my mobile to keep in touch with my family by texts.I have had several mobiles but am really disappointed with my virgin one because I have to keep trying and trying to send messages and mostly they go back to the folder and don't get delivered and get really surprised when one does get sent .I have checked and I do have the correct number,I would never have bought it had I known and would never recommend Virgin mobiles to anyone.

I purchased a Virgin Mobile Mifi 2200 from Walmart in Feb. I had a little trouble installing it because I had a communication manager from ATT on my computer and it is how I connect to WiFi but I got thru it. Less than a week later, the mifi quit working. I called the 800 number every hour or so and I just kept being on "hold". Finally I held until someone answered 1 hour and 47 minutes later! They then told me that there was a update and they would have to reboot me. We got it reactivated and I was assured that the update was only once a year and I should have no further problems.

I have now called them on 9 different indicents of "no internet service" and I have to go thru a very loud auto answer from a voice who calls itself "Ales". Alex is way too happy - probably becuase he delights…

Hoping this get's resolved.

Hoping this get's resolved.

On my monthly plan I have a cretin amour of date that I get to use before it is reduced to a slower speed for the remainder of the month. Whenever this happens it never goes back to the fasted speed for the next month.

It stays at the same slow speed. I have to call customer service and explain to three different people what is wrong. They always tell me to do the same stuff which never ends up working. They then try to tell me it's my fault because they don't know what's wrong.

I have had to deal with this so many times over the last 3 months and have lost a good 5 hours of my life talking to your so called customer service people. I just want my fast data back and if I'm not going to get it I'm changing my service provider and the end of the month

I have been a Virgin Mobile customer for over 3 years and up until recently I have been happy to say I was a VM customer until my Alcatel VM800 failed to work as I couldn't hear anything in the ear piece. The only way I could hear the caller was to put the phone on loudspeaker. I decided to get an upgrade using my benefits I had accrued over the past 3 years and I received my first VM820 phone within days of placing my order. I called 3 people on different phone numbers whilst I was in 3 different locations during the first day of receipt of my new phone.

During each of the 3 calls I found that there was a constant buzzing sound in the background of the call. I rang VM customer services 3 times, each time I would be put on hold waiting for the tech team only to be cut off. On the third…

On Feb 21 2013 I tryed to pay for mymonthly service on my phone. I got an error message and no service so I called and entered my info they charged me twice I have called several times to get a refund and keep getting run around by people who barley speak English and understand it even less. I have started looking into new phone service after 6 years :(

I am upset about my Virgin Mobile phone bill. At least 5 times I have phoned up and told a manager and they say they will call back. I am still waiting and I pay $13 per month and they try to say a went over and I now have to pay $162 what a joke!

The people that spoke to me about this matter could care less and refuse to sort it out. I am angry as been with virgin for 3 years wish I just went with sky instead. If they want to treat me like this fine but I quit.

I am just off the phone to jim who works for virgin mobile. He has told me that I am over my bill by 368 mins (this is not true) and they are now billing me 168 pounds. They wouldn't listen to one word I said.

I have tv and phone and internet plus 2 mobile phones and I have been a costumer of virgin for 3 years. I am looking for new company for my household and I will fight this all the way as I know that's not my bill!

I've been a customer of Virgin Mobile for almost two years now, however that will not continue. In December of 2014 I paid my bill and a month later I received a text message saying I have used all my data now my speed will slow. This was odd so I gave customer service a call. The young lady, with customer service, apologized and informed me that this was an issue on their end and said she would restart my data plan and escalate the issue.

The next I received a text message with the same message so I called again and the lady I spoke with said that the lady I spoke to the day prior did not restart my data plan, however she would take care of it. Two days later I receive the same message so I call again, because my data usage has been the same as it was during the almost two years of the…