NO (working) PHONE YET

{ 01/01/2013 }

I ordered a phone. It arrived and didn't work. Virgin sent another phone (but no new battery or elec cord). Second phone arrived and didn't work. Now they are going to send another battery. Why didn't they do that in the first place?
They haven't lost any time billing me for service however. I'm paying for service, but can't make or receive calls. Thanks for nothing Virgin.

martin

{ 12/30/2012 }

I hated AT&T for the worst coverage ever and the plan was expensive for my iPhone 4. I looked into Sprint for the iPhone 4S or 5 but didn't want to commit to 3 yr contract. Did A LOT of research into what was available and Verizon (while the best coverage was way expensive). Almost went with Sprint but saw Virgin used the exact same Sprint network at 1/2 the price. So, plunked down the $ for the 4S and set up with Virgin. The phone is fine, the service is around 2 bars in my home and office (similar to AT&T but calls have not dropped). The downside with Virgin - their customer service is the WORST - from their miscommunication sending me to Best Buy (who does NOT carry the 4S any longer), to Radio Shack (who MUST provide only a new # if you buy there) to mismanaging the order delaying it one week before I finally received. The customer service staff also had issues transferring my old # as well as applying the first month's payment. They appeared to work it out BUT it took me quite a bit of time and patience and sitting on hold 30 mins at a pop listening to their crappy music and announcements that "they are so busy".

Guest

{ 12/30/2012 }

I've been with Virgin Mobile for almost 2.5 years now. Last month I was still on the old $40 a month plan. When I bought Virgins newest phone last February, i was allowed to keep my low monthly service. I recently got a Galaxy S II for Christmas and was forced to upgrade to $45 a month. However it seemed more of a downgrade. Since I've started my new monthly service. I have had a lot of people tell me they have been trying to call me, but my phone never rings. I am not able to send text messages in my own home because my coverage is so low and Virgin Mobile promises 4G coverage, but we all know there's so such thing as 4G with Sprint/Virgin Mobile. I can't believe I'm paying more for less coverage. Last month I had absolutely no complaints about my service, but since I've been change to this new plan, my service is terrible!!!!

J Drake

{ 12/29/2012 }

I have been a subscriber for over 5 years with the 'beyond talk', unlimited web/mail/messaging 300 minute plan at $25/mo (now $35 for new subscribers). I am quite amazed at the poor reviews. Most of these people are either dumb or lazy technically. The system is reliable, with excellent coverage on the East coast where we live, but also everywhere we have visited except Alaska. Down times for anything have been non existent except for the Hurricane when everything was down.

I can't help wondering if these anonymous posts are from the competition who must surely worry that Virgin rates are such a value compared to their own....

MissDenver

{ 12/28/2012 }

Worst customer service of my life. Run, don't walk away from them. There are better companies who offer similar plans at about the same price. I recently purchased 2 phones from VM after they assured me my address had good coverage. Upon activation, I couldn't get a signal. After several hours on the phone with VM and being transferred many times to people who didn't have a clue what they were doing, someone finally admitted that the coverage at my address was "poor". How about non-existent. I told them I had to return the phones because I couldn't use their service. Their policy is not to pay return shipping (unlike AT&T) but the person I spoke to said they would refund me in this case. All I needed to do was call and give them the amount of shipping and the tracking number. I called with that information. This time, I was transferred to technical support, then to finance, then to shipping (I was disconnected when they tried to transfer the call). So I had to call back. Each time, I had to spend 10 minutes explaining the situation. The second call I got technical support. They said they would transfer me to shipping. They transferred me back to tech support. Despite having the notes on my account, and the person on Fri. telling me I would get a refund for shipping, I was now told they would not refund the shipping, despite what I had already been promised. When I insisted, they finally agreed to open an "investigation" and told me to call back after a week. I have no doubt that when I call back, I'll be told that after the investigation, I won't be receiving a refund for shipping. I am 56 years old and I've encountered poor customer service before. But never in my life have I dealt with a company with such incompetent, horrible, impossible customer service as VM. I was a longtime AT&T customer and the difference in the 2 companies is night and day. The only reason I was going to switch is because of the cost. Well, you get what you pay for I guess. Even if I move to an area where I can get good VM coverage, I will NEVER, EVER do business with them again.

m

{ 12/20/2012 }

Bought an HTC Evo 4g online, only to notice that it went on sale two weeks later. I emailed their customer service asking for a price adjustment, even if it was just merchandise credit that I could use towards my monthly bill. Received response email days later saying:

" We are sorry to know that you did not have the chance to buy the phones at a discounted price unfortunately once the purchase is processed, the
price is final and we cannot make an adjustment."

As most stores will at least provide a price adjustment for a price drop within a 30-day window, I am floored that they don't even provide merchandise credit! May not bother some people, but I take it as an indication of the overall tone regarding how a company chooses to treat its customers. Definitely something to look out for if you are considering using Virgin Mobile.

Marlene

{ 12/16/2012 }

I just cancelled my service with Virgin mobile. Before anyone signed up make sure you're area will have a good reception. Do not assume that because it is Sprint it is good reception. The phone I bought Samsung intercept was replaced twice and the 3rd one I had did not last just like the two ones I had.I wasted $200 for that phone and yes it is only $38.00 a month but a lot of stress I had to go through with the poor service phone and customer service. Though Virgin mobile sent me new phones, I was told the warranty was based on when I initially signed up with the company not when I received the replacement phone. I spend long hours with customer service and a lot of times representatives had conflicting information,at times I was transferred to a phone which just kept on ringing, or just simply put me on hold forever. Lastly, I had money left on the account and was just told they cannot credit back my account. So just be ware and do not believe the HYPE check other companies.

Seth

{ 12/15/2012 }

I was unable to ship my phone somewhere different than my billing address online, so I had to call. Worst calls of my life. The first time I was confirmed to have ordered the phone, but I got an e-mail several days later without absent one order number telling me my order had been cancelled. I called back and they were couldn't even place my order over the phone. They told me I had to go into a store to buy it. This is idiotic!I have never had this many problems ordering something in my life. I tried two different credit cards, both of which I know were good. Save yourself a lot of hassle and go with someone else. I want to buy their phone and they can't even sell it to me! Bad omens. Steer away.

Rae

{ 12/15/2012 }

I've used VM for several years and I like the service. I'm giving 3 stars for their policy around phones. I bought a new, expensive phone from them which is defective. They replaced it was a used phone. I was told they always replace new defective phones with used ones. Buy your phone somewhere else. I'm planning on checking out Boost.

Jessie S.

{ 12/15/2012 }

I've seen quite a few bad reviews here. I understand if something goes wrong, people get upset. I've only had service with VM for a few months, but I am overall very happy. I've never had an issue with customer service. Each time I call, I speak to an English speaking person in the U.S., and am quite happy with the company. I do have a suggestion for the people who are having issues with their phones not working- you can call the manufacturer and if your phone is under warranty, they will replace it no problem. I have had to do that a couple of times when I had service with ATT and Verizon. You don't need to call your service provider if your phone has a warranty.

John Doe

{ 12/13/2012 }

My son and I have been with Virgin for about a year now. Coverage is the Sprint CDMA Network which isn't the best but it gets the job done for $35 a month. Customer and web service has been fine. Pay as you go gives an email and text message reminding us to top off when needed. Honestly, this service has been very good. I will not pay out the nose by signing a two year contract and have no idea why others do but hey, sheep are sheep. I wanted to offset some of these lousy reviews with my own since they deserve some positive feedback.

HAZEL

{ 12/10/2012 }

I attempted to pay by phone plan over the internet.....the first 2 times I tried I kept getting an error message with my payment transaction so I tried a third time and it took....I called the same night and spoke with one of your reps who assured me that the first 2 payments plus tax payments did not go through and that I should wait 12-24 hours and check back with my bank and I would see my account updated....however this is not true...Virgin Mobile took the money from my account all 3 times ...I called my bank and they said they paid VM twice in the amount of $ 75.94 along with once in the amount $37.97...all paid and deducted on the same day 12/06…I also have a copy of my account statement that says posted......I called VM to request this money (in the amount of $151.88) be put back into my accout ASAP.... and after waiting on hold for 30 mins , I get a non-english speaking person (surprise, surprise). After talking for over and hour, she tells me that it was computer error that caused this to happen...After which, I spoke with a manager named Alex who said he would forward this to their “finance” department and someone would contact me within 24-72 hours. You didn’t take me money in 24-72 hrs……This has caused me undue stress........ this is the second time this has happened and someone is lying to me...This originally happened on 12/5…I called on 12/5, 12/6, and today 12/9 and nothing has been resolved. Nor has my money been put back into my account. I am going to switch to another carrier as soon as this problem gets resolved……and to top this off…….. I had a phone that went out after about a year, so I called VM about 2 weeks prior to this incident to get informationas to what my options would be. I was told by another rep that all I needed to do was order an new one and call them to have them activate it under the old number. I specifically asked if I would be able to keep my old plan….the original $25.00 plan they offered when they first started with the Beyond Talk pland…..however this was another decietful practice of stealing from customers…….when I got the new phone in the mail, I was told that in fact I could not keep my old plan as it was grandfathered and that I would have to purchase one of the higher plans if I wanted to keep the new phone. WOW……lie after lie….after lie……and I find it strange that all 4 times I called and asked for a manager , a man by the name of “ ALEX” got on the phone….either that’s another lie and he’s not a manager or they have a lot of managers named ALEX… VIRGIN MOBILE SUCKS AND I WILL CANCEL ASAP ANDI FIND ANOTHER PROVIDER…….

Kim

{ 12/05/2012 }

Virgin Mobile has the worst customer service I have ever had. After being with another cell phone carrier for years with no problems I had decided to switch to virgin mobile because they "appear" to have a good deal at the 35.00 a month. What they don't tell you is they don't even know how to get their phones activated and every time I contact them for the same issue they still tell me it will take 3 more days! Who can go without a phone for several weeks??? Wow, really disappointing. If you want a no contact phone go with Boost Mobile--you can talk to a live person and they actually know what they are doing and care to please their customers.

carie

{ 12/04/2012 }

This is the worst ever I had to call them so many times about the phones that I bought. They are cheap and stop working in a short time. The customer service sucks and they dont speak english you cant understand them.. I hate this company and will look for another if they raise there prices.

Joseph

{ 12/02/2012 }

VIRGIN MOBILE is raising their prices December 31, 2012. Walmart put out the new Top up cards and the prices are going up. Virgin Mobile is denying it but it's right there on their Pay as you go cards. Pretty deceptive to offer great deals for new phones at Christmas and then raise the price a week after Christmas.

Cilla

{ 12/01/2012 }

Don't do it! My sin has Walmart's Straight Talk and I'm thinking of switching. At least his phone has consistent coverage. Not sure how their support is, have had to call. Virgin mobile's support is horrible!

chuck oldynski

{ 11/26/2012 }

i thought virgin at first was a good alternitive from higher priced providers but after 3 months of service suddenly we had none, customer service was not helpful or understanding. If you are considering using virgin some areas may work but i would recommend paying more to get the best coverage

jenn

{ 11/24/2012 }

HORRIBLE!!!They do not care once you buy their crappy overpriced phones, you are on your own. 3 phones in less than a year, all of them freeze,and are faulty...their solution- buy a more expensive phone! I paid 80.00 for the one I have but cannot use 3/4 of it's functions! HORRIBLE!

dee

{ 11/24/2012 }

Tried to cancel service and get a refund. They hang up on me and say no one can do it. I had the service for 24 hours. All I hear is "I understand and Im sorry but we cant do that. You could restart your service and we can give you a free service." I will never do this service again.

Sally

{ 11/23/2012 }

After being very happy with Virgin Mobile for years I am now a very disappointed customer. I never had any issues until I bought a Motorola Triumph last spring. What a disaster. I am now on my third Motorola Triumph and now this one has stopped working, too. I cannot make calls. Technical support doesn't have any idea what is wrong. I can probably get Motorola to send me another phone in exchange for this one, but I'm sick of dealing with this model of phone. To send it in and get a replacement takes at least a week. And Virgin Mobile mobile has been useless in dealing with this issue. After months of problems I asked them to give me another brand of phone or at least give me a big discount to change phones. They refused.
But I still may stay with them because from what I'm reading other service providers are even worse. But I guarantee I'll never buy another Motorola phone.
Many bad words go here.

Carl Haaland

{ 11/21/2012 }

They do not deserve even one star. This company has the worst customer service and should not have a license form the FCC to even operate. They are incompetent and do not have people that can speak English. You would be better of with a phone in Bangalor since that ie where this terrible company tries to fix things. They cannot get the caller ID name fixed on a phone and then try to convince you it is your fault. Do not bother with this company or service.

Matt

{ 11/17/2012 }

People have to realize that the majority of people who write reviews about companies are those who are pissed off. Those that are satisfied and decide to write about it are few and far behind.

With that said, I am please with Virgin Mobile. My phone, LG Optimus V, works fine. Occasionally there are a few hitches, but that happens with all phones. A simple restart usually fixes that. I have service everywhere I go except for the basement of my work, and that's because of a signal the building puts off, not because of Virgin.

I plan on buying the Samsung Galaxy S2 on Black Friday, and plan to use the phone and Virgin Mobiles service for a long time to come.

tnrr

{ 11/14/2012 }

This review refers not to the Virgin Mobile phone service, which has poor connections and is overpriced (20 cents a minute for me), but to their "Broadband2Go," which depends on an Overdrive Pro "mobile hotspot" they sell. When I returned to Iowa City after years away I did all I could to find out about internet possibilities. There weren't many. The mobile hotspot sounded sort of iffy, but I read the reviews that made it sound almost as good as a cable connection (though Virgin Mobile was much more expensive, $55 a month as opposed to $29.95 for Mediacom, than cable internet would have been). I saw this for sale at Best Buy and should have bought it there or at Amazon or Radio Shack or anyplace else where I could have returned it and gotten my money back. Instead I bought it through Virgin Mobile because they had a lower price. When it arrived I paid the $55 for a month's service. I was amazed to find how slow it was -- about equivalent to the dial-up connections I had once upon a time in the last century. After using it for 29 hours, I was startled to see that I did not even have the unlimited use I thought I had paid for; instead I had an allotment of five gigabytes for the month, and I had already used up 2.2 gigs. That left me less 2.8 gigs for the remaining 28 or 29 days. Simply turning the Overdrive Pro on without even trying to connect to the internet, I observed this morning, used up eight megabytes in three minutes. Clearly it will be useless to me even for checking email. I wrote a complaining letter to Virgin Mobile through their website's "Contact Us" page, but that page seems to be nothing but a placebo; I tried sending my message three times, but each time I clicked "Submit" I was transfered to a page that said "Specified URL cannot be found." I sent them an email detailing my complaints, and they have not deigned to reply. Please don't waste your money on this little piece of plastic or on the overpriced lack of service you will receive from this company!

carlos

{ 11/05/2012 }

been with virgin a long time,for me the service have been excellent.the reception here in miami,fl is great, however i had noticed in the last month an decrease of the signal strengh.i hope VM take notice of this.like any other prepaid company it has issues but if u get informed u can deal with it.i heard some people are having problems swapping cells over the VM website in the last 2 weeks,i hope if someday i need to replace my phone this get fixed by VM.overall iam happy with this company i hope they can increase the service quality and get better every month,customer service is not that great but almost they can fix problems without too much delay.

vicki

{ 10/31/2012 }

Virgin mobile is a terrible prepaid cell phone company, their coverage is pathetic . when i tried to make a call i had to go way outside of my house just to get on bar. the only way it works good is if you live in the city, where theres a lot of technology.

alfred

{ 10/30/2012 }

like other reviewed said i was very happy with virgin mobile here in fort lauderdale,Fl,i receive strong signal,excellent call quality,excellent plans,however i have switched to an beyond plan for this reason i tried to change my phone to an motorola triump bought myself a few months before and for my surprise i cannot swap phone over the internet,called customer service and they cannot do the swap they don't have idea what is happening,i have called like six times,every time i call i receive a new no help stupid response,(you must wait 2 days,4 days,we'll call you back,) what the hell,even their no customer service that is very inexperienced cannot tell me a reason for whats happening.today iam very angry to the point that throw away my old cellphone (not the motorola triunph of course) thru the window.iam sorry VM i have been with u for many years but this is a serious inquiry and iam switching to another company tomorrow morning

Aram

{ 10/28/2012 }

I have had great success with Virgin. The nextel/sprint network works fine. Its not the best but its good enough for what I need. Customer service has been amazing!! so helpful! I'm pleasantly surprised with Virgin Mobile

Abner

{ 10/27/2012 }

been with VM for five years,the reason is i have good coverage in my area,usefull website,diferent payments options.however yesterday i changed to their $45 beyond plan but apparently the website is having problems swapping phones,i don't understand how a cellphone company cannot deal with this problem,customer service very inexperienced,uselless they says they are not permited to access the whole system and tell u to call next day,sometimes that problems will be resolved in four days or they call u back that never happens.overral iam not satisfied the way VM is handling with this technical problems.now iam thinking in switching to another company.

cali

{ 10/27/2012 }

My son got the Optimus V for his birthday a few years ago. He got the $25 unlimited talk, text, email, Web, data plan. He's experienced a few dropped calls here in Ventura County. But none when he visits family in Arizona. He also told me he feels the data is a little slow, but as with most plans, if you use more than one data application at the same time, there will be slowing. For example: streaming music while watching Utube.Overall, a good deal for a teen that uses their phone for all of it's capabilities.

John

{ 10/27/2012 }

I have been a customer of virgin mobile for 4 years. This company is the best prepaid cell service around. They offer unlimited text, talking, and 4g internet for $55.00. Very easy to pay your monthly bill, the only thing you have to do is add money to your cash balance and your good to go. I stay in the md/dc/va area were the sprint 4g coverage is very good. Customer service representatives are always there to help you when you need them. No dropped calls, text messages always come in on time, 4g data that works all the time. Would i switch to another company...no...why would pay verizon or at&t $125.00 for the same service that you can get for $55.00. I see all these bad reviews. And im like what are these people talking about. The virgin mobile/ sprint network is very reliable. I took a road trip from dc to Michigan and still had coverage all the way throw, dc coverage, va coverage, west va coverage, pa coverage, oh coverage, in coverage, then i reached mi and still had coverage. My grandmother just traveled from dc to nc on a 6 hour train and had coverage in nc. I dont know any other prepaid cell phone provider thats able to sustain that level of consistent service. Plus all there phones come with full one year warranties. So if your android phone messes up virgin mobile will replace it free of charge. And if you buy there cell phone from somewhere like bestbuy or walmart thats kinda better because you can buy a in-store cell phone protection plan for like 20 bucks, and they will replace your broken phone will a brand new in-the-box phone from straight off the wall. I give virgin mobile 5 stars. keep up the good work.

almost a customer

{ 10/25/2012 }

...i am soooo glad i read these reviews! i was considering transferring my service to VM- there certainly are not enough positive comments to override the negative ones..thank you for sparing me the headache!!

Brian

{ 10/24/2012 }

Should have trusted the bad reviews! I live in South Florida and purchased a HTC One V online from VM during their recent sale, paid extra to have it shipped expedited, phone itself is nice, great quality but the service sucks.

I was able to establish my account online and everything else failed during the phone activation, signal strength in my area was horrible, 1 to 3 bars and it kept dropping out to no bars majority of the time. Was instructed during phone activation to call VM's customer service, who were very hard to understand on top of all the background noise, agent was friendly and apologetic and tried their best to help but after 1 1/2 hours was unable to fix the problem and suggested a call back in 3-5 days by someone else to fix the problem, I said I can't wait that long and requested a RMA to send the phone back, that took 1/2 hour extra and now I am left with expense of shipping it back to VM for a refund, I'll be out of shipping both ways around $20+ total when it's all done, should have just bought it local and been free of the hassle as the sale price doesn't mean squat now.

Even with the bad reception, which kept dropping and not staying locked. Agent suggested I stand by a window to no avail, not to mention that's not going to work 99% of the time when I am working indoors. Can't say if the phone was defective, but my 1st experience with Virgin Mobile will be my last unfortantly!

Guest

{ 10/24/2012 }

I've been a customer for years and my experience with VM has been uniformly good. I've never had problems with coverage, dropped calls or even (I think) delayed texts; I guess I'm lucky I live in a good coverage area -- a large metropolitan area. I used to have the $20/every 3 months plan, with $5/200 monthly texts and $0.18/minute. I eventually upped it to $10/month for 1,000 texts and the occasional top-up to cover voice calls (still at $0.18/minute). Since I rarely talk on the phone and mostly text, this was ideal.

That plan no longer exists, sadly, but I've been grandfathered in and really reluctant to ever upgrade to a smartphone because I pay (when averaged out over the year) something like $13/month for cell service, which is such an incredibly good deal that I can't quite see myself abandoning VM unless they starts seriously falling apart or they boot me from their rolls.

I also recently upgraded to a PayLo phone: the LG 200 for the QWERTY keyboard. I originally bought the Kyocera S2300 but the keyboard was so horrible I had to return it. The LG 200 is AWESOME; it looks and functions like a Blackberry-ette, with a great physical QWERTY keyboard & amazing battery life.

Seriously, even should VM get completely horrible and I have to switch to a new company, I won't even be angry because I've probably saved thousands of dollars over the years.

Lorie Stories

{ 10/17/2012 }

I bought two Virgin Mobile phnes for my kids as emergency phones to reach me from school. They suck! NO reception even in our house. I would give it zero stars but that option is not available. I also did not keep the receipts, so I can't return them. I am out $200. I switched both kids to T-Mobile (which I have had for years) and am very happy.

Horrible

{ 10/17/2012 }

I had Virgin Mobile for only 6 months! I was assured by the retailer that my location where i lived at had "GOOD" coverage (he put my address in to look up the coverage on the internet). Well, turn out i only had 1 bar that would go in and out of service! Horrible! Less than 7 days after i activated my phone they had a outage. My phone was useless for over 50+ hours no matter where i went! Over the 6 months the network always had outages (mostly with text or web). I needed a DEPENDABLE cell service, so i switched to Net10, been with them for over a year and NO OUTAGES yay! I recently upgraded to a Android (ZTE merit) and its been great with Net10. Virgin Mobile is horrible, NEVER again will i use this service.

Frankie

{ 10/16/2012 }

not that bad,like any other prepaid company it has issues,i had an android smartphone,the service is ok but internet really slow so i changed to a paylo plan,bought a new cell and now am happy with my $ 30 plan,not dropped calls,strong signal at least in my area,i think this company is not the best por enyoing an android or smartphone service because the internet access has it issues, but for a paylo plan i found the service to be good and reliable,another problem is they take money from ur account if u pay in advance so i pay only a day before or the sameday amount due using prepaid cards and avoidind use of my credit card because their billing system has some problems too.soo keeping this in mind you can get a better service when you know the good and the bad of a prepaid cellphone company like this.

tina wang

{ 10/15/2012 }

virgin mobile stole the remaining funds in my pay as you go account. If they feel they want to close my account, so be it. But they should refund any remaining funds to the customer, just like any other public utility.

Pat B

{ 10/15/2012 }

Awful, awful service! Especially the US office! When my phone got stolen, they promised to send another, free one and re-activate. Three months and many phone calls later, they still haven't replaced the phone or followed up! Plus, the first time I ordered a second wireless phone, they sent a phone WITHOUT any guts or back -- just the front cover!

aaron

{ 10/10/2012 }

Sadly, my last review was mistakenly set at 3 stars and no way to edit it. If I could give 0 stars, I would have gladly done so.

aaron

{ 10/10/2012 }

The most horrible, ignorant, air-headed, sloppy "service" I have ever seen in my entire life coming from any corporation... and I am NOT exaggerating.

They'll get away with what they can, where they SEE they can get way with it... even if it's something they themselves are responsible for!

Acer

{ 10/09/2012 }

I do get reception I didn't get with AT&T or T-Mobile, but since Virgin Mobile Paylo insists on not allowing blocking of phone numbers, I get calls at all hours, several times a day from different collectors for someone who apparently previously had my number (or is using my number still). This becomes very annoying and Virgin Mobile refuses to help. All other companies give a way to block unwanted calls but not Virgin Mobile. I'm not a child and don't appreciate being treated like one so I'm taking my business elsewhere.

Cheryl Nelson

{ 10/08/2012 }

They get 1 star because 0 wasn't available. Other than the phone itself, everything about Virgin Mobile sucks!!!!!!!!!

tburleigh

{ 09/26/2012 }

Bad bad bad........do not use virgin i have to call them every two weeks bc i do not recive my text or my phone calls and i always have droped calls if i am paying for a service i expect it to work i dont thank that is to much to ask for....no good no good i am droping them and going to a diff comp.

CN

{ 09/24/2012 }

I got Virgin Mobile for my son and we've had no problems at all in the past 4 months. I do, however, have a lot of issues with Net10, which is what I have. I was thinking of switching to VM since my son has no issues, but after reading these reviews I'm unsure. The problem I have with Net10 and have had for 1 year, is that right after I pay for a new service month, my phone stops working. I have to call and get switched around for about an hour. It's the same problem each time but they I guess are too stupid to see that. My question is, does this happen with VM? Is the customer service really hostile and terrible? Thanks

Matthew

{ 09/22/2012 }

ZERO STARS!!!
We have 3 VM phones in our house and 1 Boost Mobile account. My wife and daughter have had VM phones for 8 years and my son has had one for 5 years. Initially they all were on the pay as you go plans, but as time has gone by we've switched all of them to the monthly $35.00 unlimited text/data and 300 minutes. Since switching we have had multiple cases of top-ups being applied not to our monthly plan, but as minute-minute balance. I will say that customer service has gotten these charges applied properly with no extra money out of my pocket, but calling customer service is a NIGHTMARE! I have spent as much as an hour being transfered multiple times only to repeat phone/pin numbers as well as the issue about which I called. I have been disconnected, told conflicting information, and unable to understand heavy accents. Twice, in one call, I requested someone who speaks english as a first language and was told by the voice on hold that "a genuine French representative will be with you shortly". The final straw came today when my son's phone broke. I went on line to see about a replacement where they offered me a refurbished phone for $24.99. I thought that was a great deal and tried to accept the offer. The website froze. After trying again, I called customer service. In usual form, I was transferred many, many times, only to be disconnected. My second call went as well, except this time, I was the one who did the hanging up after letting the person know in colorful language what I thought of their service. I will be getting my son a boost mobile phone later today.

Tim Harper

{ 09/18/2012 }

I was lured in by the Virgin Mobile iPhone 4S. What a load of crap it turned out to be. My "good" internet download speed was, get this: 0.06Mbps. Does anyone remember 56K modems? It's beyond abysmal. It's a complete and total joke. And that's about 1/5th the speed to which you'll cap you for exceeding your allotted data transfer.

Was it just my area? That was my first hunch. I live in Utah. I got about the same crappy, so-far-from-acceptable-its-no-longer-funny performance in Saratoga Springs as I did in south salt lake, provo, american fork, and in sandy. SAME. And I always had about 4-5 bars. And my upload speed was between 0.90 Mbps and 1.3 Mbps.

If you are in Utah (or anywhere, for the matter), stay away from Virgin mobile. Their tech support folks are not much more than uneducated script readers (although they could be educated in other areas, they aren't for the job for which they're hired).

AVOID.

Stacey

{ 09/07/2012 }

BEWARE! BEWARE! BEWARE!!!

If I could put less than one star I would. THE WORST CUSTOMER SERVICE AND PRODUCT PURCHASE I HAVE EVER EXPERIENCED.

I purchased a brand new Motorola Triumph at Best Buy. It cost me close to $400 at the time. It was the top of the line for Virgin before they started offering the iPhone. I also bought a second less expensive touch android for my daughter as a gift. The total purchase. Around $700. I bought insurance for my Motorola. Two weeks after I bought the Motorola it stopped working. Wouldn't charge. No light. No nothin'. $400 paperweight. What about my insurance, right? Well, I'd have to pay a $100 deductible to get the phone replaced. Two weeks after paying $400 for the original phone?? I said forget it. I was tired of shabby Virgin phones that barely worked. (This was NOT my first sub par experience with Virgin phones.) I decided that "saving a buck" wasn't worth it and I went to a reputable provider and bought a reputable phone. An iPhone.

Meanwhile, phone number two, the gift that I bought my daughter, stops working! Six weeks after purchase. At this point I am angry. So I call Virgin and they kindly tell me that they will happily replace both phones. I think wow. They sure were easy about that… So they send out two "REFURBISHED" phones. And guess what? The Motorola DOES NOT WORK. The second phone replacement for my daughter does work and my daughter is on her way.

By this time I am in the middle of a move and personal family issues and have other things going on in my life besides sitting on hold with Virgin Mobile’s virtual guy who does everything he can to keep you from talking to an actual person. But once I was settled into my new home, I did call and told them what had happened. Second phone doesn't work. They offer to send me a THIRD phone. They also assure me that my two accounts will not be disabled. I say ok, and I put the two original non-working phones in the mail. Later I discover they disabled the accounts anyway. My daughter, who is a young single mother, loses the phone service she paid for and is left with no phone! And no one will do anything about it.

Several days later I receive my THIRD Motorola in the mail. DOESN'T WORK! AND my daughter’s phone is STILL off. I call, and after being on hold for twenty minutes, the customer service guy comes back and said, OH, yes, they actually did receive her phone back. Oops. And they finally turn her service back on.

What do they offer ME??? A FOURTH refurbished phone!

And never once did one of those refurbished phones include a battery.

So I pay for BRAND NEW in the box phone. I use it for TWO WEEKS. And they send me two refurbs that don't work and tell me to screw myself. Basically. I wonder if the third refurb will work?

Not only that, they will NOT refund me for the service I paid for that I never got to use. AND my daughter will not be refunded for the week and a half of service that she paid for that she did not get to use.

Lorenzo

{ 09/06/2012 }

Bought Blkberry Curve w/this service a year ago and they both double sucks so you only get 2 stars, Virgin! On my 2nd phone (sent original 1 back about 2 wks ago because it could no longer be charged) Virgin has great tech and customer support so I wasnt suprised when the new phone arrive next day, but same probs still exist: many dropped calls/internet access spotty/battery life is about 4 hours/can't send text w/pic/ring tone gets 'knocked out' and can't reset/ plays video and stream music when it damn well feel like it! Can't take anymore--shopping for new phone and servicem hence why im on this site--DEUCES, Virgin!

Shawn

{ 09/05/2012 }

I had signed up for automatic top-up for my virgin mobile cellphone. The virgin mobile charged three times in 3 consecutive days in August. I called and got one charge refunded. But I had difficulty to get another charge refunded. I called three times and still I haven't got my refund. Customer service is bad and even hanged up on me once.

juliet

{ 09/03/2012 }

very good service here in miami beach,great reception,3g is fair,no calls drop,very nice smartphones,what else can u ask,i bought an htc android and selected the 45-1200 minutes,unlimited everything,so far so good.like any other prepaid, customer service is not that great but...there is worse prepaid out there so keep going virgin and improve the service in anothers areas too.

Amy

{ 09/01/2012 }

We bought a phone or my son, optimistic that this would be a good service for him. We knew going in that the service would be so-so in our area, but it works fine where he attends college. The problem came when he had problems with his Optimus V. He was able to send in his phone and get a replacement. The 3g did not work on the replacement. Over the last two weeks he has been on the phone with numerous different customer service reps and unable to get any assistance. The last call, they told him the phones warranty ran out a week ago. Seriously regret not going with Straight Talk. For the extra $10 per month we would have gotten better coverage and the customer service couldn't have been any worse.

Patti

{ 09/01/2012 }

We've had the minute2minute plan for over 7 years for a emergency phone. It always works, probably because of the towers being close. I'm happy enough but soon probably not going to be. I haven't heard yet, but caught on that our plan may go away if we had to get another phone. Now I think it will be gone sooner. I suggest looking in the faq questions at their site.
Lots of plans I never heard of are ending.
Heads up on some...
Pay By the Minute Plans:
o Minute2Minute with Big Bonus
o Day2Day
o Inner Circle
o $6.99 per month to call at 10 cents per minute
o 20 cents per minute and 10 cents per minute for Mobile to Mobile calls
o 7 cents per minute with Round Down
o 15 cents per minute with Round Down

I only hope our $300 credit will transfer to another one of their plans.

Greg

{ 08/31/2012 }

After 2.5 years of good service ... it has all gone very bad very fast. I ordered a replacement phone online, 8 days later still no phone. Only a list of reference numbers and different excuses from different VM employees. the latest excuse was that the order was never placed but at the same time thy confirm that one was shipped and signed for at an address that is not mine.

Jeremy

{ 08/27/2012 }

Wonderful! I am so pleased with my LG optimus elite. I've been with virgin mobile for a little over 4 months now and I have next to no complaints. The web surfing is pretty fast, i get service pretty much everywhere I go. I dropped my phone yesterday and busted the screen all up--I was devistated. Called VM and in 20 minutes I had a new phone coming my way free of charge. I will not go back to a contract ever again!

Re: Guest

{ 08/26/2012 }

Virgin Mobile is a good company. Dont be mad at them because you brought some 2 year old "Motorola Triumph" you should have done your research and purchased one of there newer android phones: which they have been been releasing alot of this year (2012). I just purchased the virgin mobile lg optimus elite last week from best buy and it works perfectly no problems what so ever. Before that I had the virgin mobile lg rumor touch phone and have been a customer of virgin mobile for 4 straight years. The connection time of there customer service is the fastest that I have ever seen. 99% of the time it only takes them 1-2 minutes to answer the phone and be connected to a live representative. The "Alex" system is also very friendly and helpful. And for your information alot of prepaid cell phone do not offer 3-way calling to maintain healthy network usage. Virgin Mobile offers both 3G and 4G phones. All new phone have a one year virgin mobile warranty. Plus if you buy the phone from somewhere like walmart, target, bestbuy, etc, they will sell you a store warranty (one or two year) for 20-30 bucks that allows you return the phone to the actual store that you brought it from and take a new phone from off the store shelf free of charge. If it was an equipment issue virgin mobile dont got nothing to do with thats Motorola's fault for inventing a defective device. In my experience virgin mobile is the best for perpaid. Unlimted talking, Text, internet, staring from $35 and for everything you only have to pay $55.00 dollars. And I know people that be like they verizon phone got turned off, there att got turned off, there t-mobile got turned off because they couldnt pay the bill. I just look at them and laugh becuase I dont got those problems. I pay my 35 upfront and always stay talking. When other people cant pay there 400-2000 dollar over due bills get there stuff turned off. Plus if you want to do things like use 411, buy ring tones, ring backs, games, the only thing you got to do is add 10 dollars to your cash balance. Virgin Mobile, reliable 3G/4G Sprint network, professional sounding voicemail system, text messages that never drop. I give this company 5 stars!!!!!!

Guest

{ 08/25/2012 }

It is 0 starts, not 1. I have to say I was shocked to hate Virginmobile. I changed to them 2 months ago and I'm going back to my earlier service. I lost 100s of dollars. You have to say you want to buy service in order to get to a real person in customer service and even then you will wait for over 20 minutes at a time. They are more expensive and do not do 3 way calls, 411, regular stuff you would get on any other service. The Motorola Triumph is the worst slowest phone ever. I cuts off at any random time, locks up. The speaker is always horrid and it sounds like you are talking under water no matter what you do. Which surprises me as I have loved Motorola in the past. It was a horrible horrible experience. I would never go back and I will tell anyone that asks - do NOT USE Virginmobile.

steven

{ 08/21/2012 }

very good service in my area,good reception,clear calls,3g is slow true,customer service sometimes a pain to deal with,but i found others prepaid worse.so i feel happy with my $30 plan,the only problem i had is that they steal money from your account so i pay using top ups cards instead using my credit debit card, otherwise not a bad prepaid there is worse out there

Chris

{ 08/20/2012 }

Worst support staff ever. Get ready to be transferred over and over and nobody can figure anything out. Bad coverage and bad support.

RL

{ 08/19/2012 }

I had no problems with vm until they discontinued alerts from my bank where I would get a text every time money went in and out this is a service I need because someone got a hold of my numbers and because of the text I was able to put a stop to it so I am now looking for another cell provider

Joe m

{ 08/18/2012 }

Virgin mobile by far provides the worst customer service known to man. Incompetent people providing incompetent service. They don't honor warantees, the service cuts out almost daily. They won't send you a new phone replacement, only junky refurbs with the same issues as the previous phone. Endless hold time. 2 CS reps ever admitted their service isn't what it should be. We have called 34 times during the 6 months we we with them. Shut my service today! YEH!!!!!STAY AWAY!!!!!!!

Joe

{ 08/17/2012 }

They lie about their 30-day guarantee. I bought a phone, and it didn't work when it arrived. I had them replace it, which they did, but that phone didn't work either. So I decided it is a bad product and asked to return it for a refund (it had only been 2 weeks). They told me that I lost my right to a refund because I had the original phone replaced. IT WAS BROKEN!!!! I was a loyal customer with my last service provider for 7 years. I would have stayed with Virgin Mobile for just as long, but now that I know they lack integrity, I will take my business elsewhere.

No More Virgin

{ 08/15/2012 }

Signed up for Virgin Mobile, it was too good a deal, unlimited text, date and 300 minutes for $35! I didn't understand why anyone would pay contract. But know i do.

I followed the instructions on my phone to activate over their network. Went ok and said it was active, but nothing worked. Tried again and still no go. Had to call CS and they told me to power it off and try again as the only solution. Of course i know better. Did it to prove a point and still had problems.

Two days later and multiple calls later it finally started to work. I could browse the web, and make calls to VMU. However i couldn't call anyone else, and texting did not work. I went a few more days like this and hours on the phone with CS, which was a waste of time and useless... but no one else you can call.

During the entire week i had people trying to get ahold of me but i didn't know. They all thought i was ignoring them! Sucks how much we rely on technology now and broken communication causes social problems.

I couldn't handle it anymore so i ported the number back to my previous contract provider. Wasn't aware this would close my Virgin account, but i didn't really care, since the service was useless. I requested a refund since i didn't receive the service in which i paid, and was denied. Was told that my account was closed and they couldn't refund on closed accounts. Wouldn't tell me anything other than that, was like talking to a brick wall.

Virgin Mobile = No Service = No Refund for No Service

I advise everyone that has problems with Virgin to contact the NJ State Attorney Generals Office. The more people that make a complaint, the more likely the AG will be on Virgin to get their act together or shut them down.

State of New Jersey Dept of Law & Public Safety Division of Consumer Affairs:
http://www.njconsumeraffairs.gov/

Here is a direct link to the complaint form:
http://www.nj.gov/oag/ca/complaint/ocp.pdf

Kat

{ 08/12/2012 }

I just switched back to VM after 2 yrs of being with other companies and I have to say even though there were problems porting my number over (12 hrs of being on hold collectively and not being able to make calls) they resolved it and no problems since, calls are clear and internet fast! Just be warned if porting your number there might be issues

Tweetie

{ 08/11/2012 }

I wish I had of read these reviews beforehand. My son bought a EVO V 4G this past Tuesday, he has not been ablel to text or receive texts from that day. Called VM support, and got no support and still has not been resolved. They act like they can't understand why he has no texting. I asked to speak with administration or supervisor, and was put on hold forever, and when they finally transferred the call, no one picked up the line. I'm very disappointed with this service. We've never had problems with them before. As good faith customers, we shouldn't be treated this way.

Melissa

{ 08/08/2012 }

My husband and I have had Virgin Mobile for a couple years now with no problems. For the past week we have not been able to use our phones in our town. After being on hold for an hour 2 days in a row and promises of service being restored that night still nothing. I was told that they are doing a major internet/satellite update that can take up to a month! I am beyond pissed because I have a newborn and don't even have access to a cell phone if there is an emergency if we go out.

Tony

{ 08/08/2012 }

Horrible customer service. Super long wait times and you get disconnected on a consistent basis.

Disappointed

{ 08/05/2012 }

My husband and I have been Virgin Mobile users for years. Up until recently we had no problems with their service.

Around the beginning of May, 2012, we all of a sudden were unable to use our VM phones in our home town (in northwest Indiana). Little to no signal strength, either inside OR outside - in full view of a cell phone tower! After several emails and phone calls, it turns out that there was a problem with the service signal - here, the VM network operates on the Sprint network.

The problem isn't fully rectified, however. We still have problems with spotty service, now even in the next town over. And friends of mine who are on the actual Sprint network report the same issues.

Why we all of a sudden have been having these problems is a mystery; VM is offering no explanation. It's disappointing and very frustrating when I need to get ahold of someone (and vice versa) and am unable to. Time to shope elsewhere for a different prepaid provider. But, honestly, from what I am seeing, I'm not impressed with what else is out there.

ED

{ 08/03/2012 }

VIRGIN MOBILE RIPS PEOPLE OFF. DO NOT STAND BIHIND THEIR SERVICE.

sarah

{ 08/02/2012 }

i like VM,have been with them over 5 years,good service at least in my area,call quality,great cellphones,the only problem with them is when they steal money from my balance,then i must call and they put the money again,for this reason i use only top ups cards and add balance 1 day before my service expires,anyway all other companies do the same in a way or another,overral am happy with VM.

Jeff

{ 08/01/2012 }

Great service, great deal!! My wife and daughter both have Virgin Mobile's Beyond Talk plan (300 talk minutes, unlimited web/text). It's now $35/month, but we're grandfathered in at the old $25/month rate. Service in mid-Missouri is always good -- calls, text and web searches always work. Full range of phones to select from.

We couldn't be happier, and we've been users for several years now!

Kenya

{ 07/31/2012 }

Just like any one else my father is ederly and he has been cheated out of his money from the prepaid services he has had. So please be aware do find another phone service. They also wanted him to pay additional money to have his phone turned back on after paying his regular bill.

Jeremy

{ 07/31/2012 }

If I could give them less then 1 star I would. To make a long story as short as possible this company is terrible. I can't get coverage in my house, I have to walk outside to call someone, even though the coverage map had good coverage in my area. The phone stops working at least once a day and I have to turn it off and turn it back on to reset it. The biggest problem is the coverage. Holy cow its terrible. I left my small town in KS and lost coverage about 15 miles north and didn't pick up coverage again until I got to DENVER!!!! Denver is 7 hours away and 5 hours down the most traveled highway in the country I-70 without coverage. I also drove down I-80 through Nebraska and was only in coverage when I would hit a major city! I am paying $48 a month and its a joke. Stay away from this company you will only have frustration.

eduardo

{ 07/26/2012 }

not that bad,i have been with virgin for 5 years,the service till now is great,strong signal,good call quality,$ 30 1500 minutes,1500 messages 20mb web is excellent for me.however be carefull adding money to ur account,they can steal money added,so you must call and tell them put back the money in your account.for this reason i don't use a credit card, i prefer buying prepaid cards and top up at least one day before my plan expires to be sure they are not going to steal money from my account,till now iam happy with them

Nathan

{ 07/24/2012 }

I first bought this phone for my girl in 2002 or 2003 then one for myself. We had Sprint, but she still being in College she wanted something more affordable.

We didn't use our mobile phones much. Later I went to post paid with Ntelols and she with Verizon since we started to experience problems with service.

She kept her VM phone and service though as a personal phone and Verizon as business. She said she use to ( with VM ) receive better service in the same area then her friends, and family that used At & T, Verizon and Sprint, but not T-Mobile or Alltel. This is no longer the case majority of the time.

She can have full bars in any major city or town that has great coverage area and get drop calls or receive no text message or alerts.

Even if in a town we had frequented over the years and had previously good service with our Virgin Mobile phones. Like family members neighborhoods and the major city we live at and bought our phones.

We experienced problems with reliability both voice and text not data though. We don't use our data much.

More recently this year 2012 when using the phone in the same major city we bought our phones and used our service for the past 10 or 11 yrs. She can't depend slightly on the service their. Dropped calls without losing any bars and delayed text messages.

We didn't have smart phones but she bought another more modern phone and still has problems with text messaging and calls. Problems are in good to excellent service areas we use service at for many years.

Regular delays in texts by 12 to 48 hrs. Ex: text sent from friend at 5:32pm receive Vm at 11:37 am. Other text messengers sending the text are with At & T, T-Mobile, Ntelols and Verizon.

Sometimes not receiving any message or sent message not received. Being this is happening no matter the location, with different phones on VM and with friends all with different cellular providers / networks.

Being a mother now she needs a reliable wireless service. Looks like she may have to cut off her vm phone if this is a continuous experience and stick with contract Verizon Wireless.

Her mom had so many problems with customer service she had to contact the FCC to get a replacement phone.

Then later she disconnected service. We have never experienced problems with customer service yourselves.

If we can't use our phones in excellent city service area then the service though wonderfully affordable / priced is not the right service any longer.

We love the prices but the service is now looking too undependable for our adult life style.

Andrea

{ 07/21/2012 }

Have had Virgin Mobile for years, it's as cheap as chips (I have the WAY old $20 every three months plan) but am getting really sick and tired of only about 50% of my texts being received and only receiving about 50% of texts sent to me. I'm done.

alex

{ 07/20/2012 }

well here in miami,and all south florida the coverage is excellent,iam in the paylo plan and am very happy with it,$30 for 1500 minutes,1500 texts,30 mb internet is excellent,also they have the $20 plan that offers 400 minutes and the $40 plan unlimited everything.since they use the sprint network the call quality and service is very good.no dropped calls,fast internet and texting,however i must admit the 3g speed on android phones is very slow in many areas,but since i switched to paylo i don't use 3g anymore.i have heard in some areas the service does not works well,if so i agree with some not positive reviews.overral i found virgin mobile service excellent

skids

{ 07/20/2012 }

Pre-payed plan customers who use their virgin phone as an emergency phone are in for some fun surprises when their balance eventually exceeds the maximum allowed amount.

First there will be a "problem topping up." If you are lucky, you will notice this before the annual manual top-up date. If you don't there will be no service on the phone when you need it. This puts you in a Catch 22 -- you cannot drain minutes off the phone, because it won't make calls, but you cannot top-up, because you are over balance.

If you call customer support, they will be able to extend your top-up date and restore service to the phone within a couple of days. The people who actually work the support lines are always polite and seem to be doing their best, but they have almost no authority to actually do anything -- everything they do has to go in as a request to some second tier of support and those people have some very convoluted rules.

So how do you actually manage to get money off the account? This I have yet to figure out, barring dialing up the weather recording service and leaving the phone off hook. The CSRs encourage you to buy a new phone, but those of us who are happy with their phone and do not like to needlessly create more e-waste have problems with that. There's no way to buy a top up card out of your balance. I was told I could transfer some balance to another Virgin customer, but when I finally found one, the CSR said the main office would not do it unless the last names on the account matched (and actually advised me to change the name on my account to accomplish this, but I wasn't about to subject the other guy to that whole mess because it sounded like something that could take hours.)

As pre-payed plan users should be well aware, if the phone cancels, you lose your entire balance. That's in the area of half a grand if you get into this situation (it does build up over the years on an unused phone.) I know most of you are saying "I wish I had that problem" but this is a fairly annoying thing to deal with nonetheless.

Adam

{ 07/19/2012 }

I got a LG Optimus phone and have had nothing but problems. Dropped calls, no service, no internet, data connectivity issues, and vm reps telling me it will get fixed but never does. Its July and I finnaly said screw this. They shut my phone off 10 days early. I called them and they told me IM RIGHT, they will fix issue. OK, good then after that I couldnt understand a word he said.
He said bye and thats it. Its been a day now and phone still wont work.
Ive spent hours on phone just to get nowhere. Done with the top up crap, done with losey service, and done no reception at my dame place of living.

atom22xy

{ 07/19/2012 }

Virgin Mobile sucks big time. Must of my phone calls drop all the time. I feel they are ripping people off. Their customer service reps can't explain the drop calls. I have a blackberry and i live in the city. The Blackberries work fine in any other carrier except VM, explain that to me. I'm changing carrier very soon and never ever go back to Virgin Mobile. What a rip off!!!!

MrMega

{ 07/11/2012 }

Really getting sick and tired of having my phone show no service ("Looking For Service") while others, on different carries can use their cell phones just fine. Beginning to realize it isn't cheaper if you cannot use it or rely on it!

Outraged

{ 07/11/2012 }

2 yrs of service (insane). I'm not sure why I stayed with VM this long, even with a $25 monthly plan. I barely use this phone and over 50% of the time it doesn't connect my calls or I have no or very poor data services. They have the worst customer service under the sun, period! I will do me best to steer you clear of this company. They will not unlock the phone so it can be used with another carrier, they will not refund any remaining balance to your CC or a check. They put you on permanent hold, you will die waiting for a person which knows what they are doing. I promise, this is the truth, you are being forwarned...STAY AWAY! Pay more for another provider: Sprint and Virgin Mobile are the worst. I'm grinding my own teeth here, due to the fact I own shares of Sprint on the exchange. The truth hurts!

Frank

{ 07/09/2012 }

Iv'e used many prepaid companys in the past; Virgin has been the best in reception and in coverage.I mean a lot of people like GSM service,I dont know why ? its not reliable you drop calls and service gets interrupted. Sprint service is the best in my area, Calls are clear never dropped a call. Now with their new $40 a month plan I dont think that i will switch again. The next move will be the Iphone.

Brian

{ 07/04/2012 }

I just started the new i phone 4s with Virgin and have have a pretty good experience so far. The only gripe I have is when I activated the phone, the site made it seem like I needed to prepay for another month to start service. It was misleading. The 35 dollar a month with a five dollar discount is a great deal if you don't talk lot. 30 bucks unlimited text and data!! I'm not a genius, but that is a great deal. Will see if the prepay for next month is applied. It seems to me most problems I see on reviews is from the paylo program and people who don't live in the city. Some people give 5 stars some 1, kinda weird don't you think? Don't ya think?

todd

{ 07/03/2012 }

i have had virgin mobile now for 18mnths and its been
nothing but issues with the service, i should say lack there of my web goes out atleast twice a mnth. sure the cost per mnth is low but the hassles getting your service isnt worth it. i came on this site to find a new company togo with someone more reliable.

MJS

{ 06/25/2012 }

Users of the Virgin Mobile Minute2Minute plan should know that Virgin does not refund your Top Up balance when the account is closed.

I recently aquired a Verizon phone, into which they ported my Virgin Mobile number. Porting the number automatically closed my Virgin
Mobile account and confiscated the credit balance left in my Minute2Minute Top Up account.

Esther

{ 06/25/2012 }

This company has terrible customer service. They sold me an invalid pin yesterday for $40. After 90 minutes with them on the phone, they still have not resolved the issue. They request that I fax copies of my receipt to some fax numbers that don't ever pick up the line, and they have hung up on me when I complain about this.

Michael D

{ 06/23/2012 }

Just bought a new LG Rumor2 and am distressed that it does not come with any ringtones other than three distorted "music" clips. It is apparently impossible to acquire a ringtone that sounds like a phone ringing. Ridiculous.

James Whitley

{ 06/20/2012 }

I've been with Virgin Mobile for about seven years. As far as I'm concerned it's the best pre-paid service there is. I currently have the Optimus V and except for a few areas,I have never dropped a call and have always had a good signal. Besides, it's not the carriers fault, it's the fact that cell towers just are'nt that numerous in certain areas. PROS and CONS: the cheapest pre-paid service available (at 27.75 a month unlimited web, unlimited text, 300 anytime minutes) the GPS feature is worth that and more. There no downside, in my opinion to Virgin Mobile.

Mizuri

{ 06/19/2012 }

Had to go out of my way to get activated, couldn't understand customer service with their disgusting accents. They entered all of my account info incorrect after I spelled it to them. Only used 23 minutes until I decided to cancel and return. no refunds on extra money in your account

Harold Hankins

{ 06/17/2012 }

There are "hidden fees" on their prepaid plans. There's a termination charge that's hidden deep in the prepaid terms and conditions. Their customer service's attitude is tough luck it's in there. It's a rip-off. If you apply a $50 prepaid card to the phone account with a $30/month plan it leaves $20 in the account. If you stop using the phone for a few months they cancel the account and keep the money. They even call it a "termination charge" in the terms and conditions. It pretty much defeats the purpose of having a "no contract" prepaid phone.

steve

{ 06/16/2012 }

Been with VM for 2 years, Washington DC metro area. Overall very weak signal from downtown to outlying suburbs. Call quality good enough, very few dropped calls. Internet speeds on a 3G phone are horrible. Consistent 600ms latency (with worst 1500ms and best 250ms). Upload on average is 150-200 kbs (with worst 35 and best 450 kbs). Upload averages to 80 kbs. Often 3G outages dropping to 2G or going offline. Don't expect to use it for more than text. Don't make the mistake of buying iphone on this network.

Greg

{ 06/16/2012 }

Do not get a phone from VIRGIN MOBILE, if you would like to pay it with a credit card. Their business was not able to process a credit card. I would think being able to process a credit card on a monthly basis, is a core competency of any retail business that requires a monthyly payment.
My attempt to automate this online failed and I had to call them. 3 calls later, I would guess 1 ¾ hours of phone time, 22 attempts on 1 credit card, unknow attempts on another, I had enough. I called the credit card company and that's how I know they approved me 22 times. Evidently the error code 481 means nothing to their people.

They would not refund my charge for 1 day shipment, so I then had to push them to get an RMA.
If this is the best they can do to activate my phone, then what will the second month bring? I don't need a $300 paper weight.
Because they would not pay for shipping charges to me and then back to them, I feel I have no recourse other than to spread the word.
I currently have Sprint and I see that they own VM. I guess I will be changing my phone to any other service than Sprint.

mazikeen

{ 06/15/2012 }

Am surprized by all the poor reviews, have been using Virgin Mobile for 2 years and am very happy with it! Used to share a family account on Verizon with my room mate, neither one of us talk on the phone much but the minimum we could get was 700 minutes a month + 20 cents a text for about $90! (I'm start to freak when I got unsolicited spam texts as that was practically a collect call!)

We each bought a new phone & switched to Virgin, now instead of $45 each (1/2 of $90 family plan) we pay $26.50 each for 300 minutes a month each (that we never even use that many) plus free texts & web. I am currently using a Droid LG Optimus V which is very nice but will be switching to the iPhone when Virgin gets that in a few weeks :) I'd much rather buy the actual phone outright and pay a low monthly fee than go for a pricey contract that subsidizes the phone. I have never had a problem with Virgin's customer assistance, they have always been friendly and helpful to me and answered any questions I had. I highly recommend Virgin Mobile to all my friends as a way to save $$$ - my friend who pays $100/mo on his iPhone plan from AT&T is now reconsidering his contract....

nwgal

{ 06/14/2012 }

I had an awful experience with Virgin Mobile at Best Buy in Tukwila.
Bought a $300 HTC phone and a $35 prepaid Virgin card (and a car charger and a screen protector). Had the phone for a day and had one problem after another. Called the Best Buy Mobile store in Southcenter to try to help me get the phone working, and he gave me the wrong information. Said he’d look further into it and call me right back. Two hours later, no call. Went BACK to the store, and THAT’S when the manager (who had sold me the phone based on a glowing review of Virgin) told me not to expect much of Virgin’s customer service. He seemed to be okay with the notion that if you’re a prepaid customer, you shouldn’t expect basic customer service—like competent help with getting your phone to work. I listened to him talk to Virgin to try to fix the problem, and they gave him the wrong information—and kept insisting they were right (and that was the supervisor, after the first person was of no help). They weren’t. He finally got it straightened out—sort of. My sister, who was with me, still couldn’t get through on her phone—which otherwise was working fine. I decided to return the phone—and what was my reward for finding out how horrible Virgin’s customer service was? They kept the $35 for air time- none of which I had used. I hadn’t made a single call (other than a couple of test calls to see if the phone was working); and ONLY returned the phone because I saw firsthand how hard it was to resolve a small problem with Virgin.
Bottom line? Virgin was horrible. And Best Buy’s attitude toward my problem with Virgin was horrible. I won’t deal with either again. Ever.

Drillnow

{ 06/14/2012 }

Having tried many cell phones I decided to give Virgin a try as a few friends have it and love it. I tried (2) different phones and the call quality was great, just could not get the internet to work for me. Spoke to customer service and they were also great but could not figure why both phones worked but the internet didn't! The real problem I had was returning the phones for credit, Virgin was the only company that would not give full credit! I still had to pay the $45.00 air time. I have had cell phones for about 15 years with about 10 companies and all that I canceled in the trial period gave me full credit except Virgin!!!! My opinion is that wasn't fair as I tried it for 4 days trying to get it to work and only used about 50 minuets calling. Oh well....

Nicole

{ 06/14/2012 }

I purchased 2 cell phones from Virgin Mobile totaling $325 with a 30 day money back gaurantee. After numerous problems with coverage and text messaging that never worked, I cancelled the prepaid service after just one week. My boyfriend never even activated his cell phone after seeing all the problems I had with mine. We put both cell phones and all accessories back in their original packaging. Everything is in mint condition. I called Virgin Mobile and got return verification numbers to include with both cell phones when I mailed them back. I paid $20 to put tracking on both phones with the US Postal Service. Virgin Mobile received both phones on Thursday May 31, 2012 at 9:38am. It is now Thursday June 14, 2012 and Virgin Mobile STILL has not refunded me my $325 for the cell phones they already received. I have spent numerous hours on several occassions trying to get my money back. Virgin Mobile and the way they do business is crooked. They are criminals as far as I'm concerned. This has been one of the worst experiences I have ever had. I am still trying to get my money refunded to me for products they have had in their possession for almost 3 weeks. I will never go with Virgin Mobile again and I will tell everyone I know not to do business with them either.

Shan

{ 06/14/2012 }

I got this as a gift. Had to replace the bad sd card at my own expense. Paid for web access but it often just doesn't work and vm will not compensate the loss. Customer service is difficult to understand because of thick accents. It has been a frustrating experience and if I hope this review saves someone the time and money that I am now out of.

zo-Man

{ 06/12/2012 }

I got a virgin SIM card (pay as you go) - I put 25 Euros on it. What do I get? Well ....Almost nothing, well no ... I got a lot of frustration!!!I try to make a phone call and it says:"Suite a un probleme technique le service est indisponible merci de renouveler votre appel ulterieurement""Due to a technical problem, the service is unavailable, try again later"So I give them a phonecall, they tell me they will look into it ... 2 days later, still no news, and I always get this &^*%$ message. When you really need to make a phonecall and you can't, and you try 20 times and it always returns you the same message ... that's quite irritating.I go to the Virgin Store on the Champs Elysees, she tries to use my phone, she hears the message ... she is sorry for me but tells me ... "I'm sorry but I cannot do anything, you have to wait".Worst of all, although I cannot make phonecalls, I my credit decreases like crazy as if I was talking hours on the phone (I wish I could do so).So my advice to you is to avoid this company if you want to save time and money.

Marty

{ 06/10/2012 }

I have been with VM for 1 yr and have been quite happy. I have the LG Optimus V at $25/month. The phone outside of being a bit slow has given me no problems. I have rare instances when text pictures don't go through. The Sprint network is no Verizon but it's pretty good and for the price you can't beat it. Just for the record I have called customer service a few times and have had no issues. The people who complain about VM customer service should try Verizon. That's a problem.

KT

{ 06/07/2012 }

Very affordable, but internet access is rather weak. I've had 3 devices and I guess I haven't learned my lesson yet.

RITA

{ 06/06/2012 }

MAY 21, 2012

VIRGIN MOBILE RIPS PEOPLE OFF, HAD $48.00 LEFT ON MY ACCOUNT, WAS UNABLE TO TOP OFF ON TIME CUZ I WAS ON THE ROAD, FORGOT MY PHONE, WAS ONE DAY LATE AND THEY DID NOT CARRY MY MONEY $48.00 ON TOPPING UP. IF I TOP UP EARLY, I GET RIPPED OF A WEEK OR TWO THAT I TOPPED OFF, CUSTOMER SERVICE IS RUDE, THEY EVEN USED MY CREDIT CARD TO TOP UP FOR ME WITHOUT MY PERMISSION. IT TOOK ME HOURS TO GET A PERSON TO TAKE MY CREDIT CARD OFF MY ACCOUNT. ONCE THEY HAVE YOU THEY DON'T CARE. WILL NEVER USE THEM AGAIN. IF YOU LOOK AT YOUR CALL HISTORY, THEY CHARGE YOU FOR TONS OF SERVICES, BUT DON'T KNOW WHAT IT IS FOR. BUYER BEWARE- BIG FAT RIP OFFS.

--------------------------------------------------------------------------------
From: RDomini631@aol.com
To: rdomini631@aol.com
Sent: 4/2/2012 9:14:07 P.M. Eastern Daylight Time
Subj: VIRGIN MOBILE TOP UP

APRIL 2, 2012,

FOURTH ATTEMPT AT GETTING SOMEONE TO RESPOND PLEASE. PLEASE READ BELOW, I WOULD LIKE COMPENSATION FOR THE $48.10 I LOST BY MISSING MY TOP UP DAY BY ONE DAY, PLEASE COMPENSATE ME WITH AT LEAST 200 MINUTES.... IT'S ONLY GOOD BUSINESS, I MISSED MY TOP UP DAY BY 1 DAY MARCH 22 INSTEAD OF MARCH 21, I USUALLY GET REMINDER CALLS, WAS ON THE ROAD, COULD NOT TOP UP ON TIME..... PLEASE ASK A SUPERVISOR AS I CAN'T GET ANYONE ON THE PHONE....OR BY EMAIL....

THIRD ATTEMPT AT GETTING A RESPONSE.... NO ANSWER
MARCH 26, 2012
THIRD ATTEMPT AT RESOLVING THIS ISSUE/ NO ONE HAS CONTACTED MY BACK SINCE MY FIRST EMAIL OF MARCH 22, 2012? DOES ANYONE CARE????


MARCH 23,
RESENT MESSAGE, NO REPLY AS OF YET
MARCH 22, 2012

RE 352 263 7347

ON DEC 21, 2011 I TOPPED UP $20.00 EVEN THOUGH MY TOP UP DAY WAS NOT TILL DEC 31ST. SO BY TOPPING UP EARLY, I LOST 10 DAYS OF PHONE COVERAGE...I SAID TO MYSELF "I WON'T TOP OFF EARLY AGAIN CUZ I LOSE DAYS" MY NEXT TOP UP DAY WAS MARCH 21,.... I HAD $48.10 IN MY ACCOUNT, I WENT TO TOP UP TODAY MARCH 22, (ONE DAY LATE...) I WAS TOLD I LOST MY MONEY - HOW CAN YOU RUN A BUSINESS THIS WAY.... I WANTED TO TOP UP $20.00 AND HAVE MY ACCOUNT MONEY REINSTATED.... LAST TIME I LOST 10 DAYS OF TALKING CUZ I TOPPED OFF EARLY, NOW I LOSE $48.10 CUZ I'M ONE DAY LATE???? I SPOKE TO AGENT LISA, THEN HER SUPERVISOR (THIS WAS AROUND 10:30 AM TODAY.... CAN SOMEONE HELP ME PLEASE??? HOW FAIR IS THIS??? I'VE HAD THIS PLAN FOR A LONG TIME. THERE ARE OTHER CARRIERS WHO WOULD NOT DO SUCH A THING, YOU WOULD RATHER LOSE A GOOD CUSTOMER THAN GIVE ME MONEY THAT WAS ALREADY MINE???? PLEASE HELP.. RITA DOMINIQUE KATZ
PLEASE HELP OR I PLAN TO GO WITH ANOTHER CARRIER, APPARENTLY NO ONE CARES IF I DO.
this is no way to run a business, I am sending a letter to your Corporate Office.
please reply

RITA

Current VM

{ 06/05/2012 }

Great service i had been with Virgin Mobile about 7 years know and it's a good company.THE BEST COMPANY I LOVE

ginny

{ 06/04/2012 }

Virgin Mobile charged me .10 a day for internet i never used

Tom

{ 06/03/2012 }

VM changes plan terms without notice, they have routinely caused my phone to not be in service without cause due to their attempt to change the plan to a more 'lucrative' one, I am very displeased, they are really not good.

TRAVIS

{ 06/03/2012 }

I've been with them off an on for over 7years I love them, An if they decide to up grand my phone r give me a free month I would say Thank You. V-very-----M-much

SLE

{ 06/03/2012 }

I would give them 0 stars if I could. I have used VM for several years. @ first they were good, but the last 2 years they have sucked. And I am done. One problem after another and you can NEVER understand anyone on the phone. They have ripped me off more than anything. I will never go back to them and I will tell everyone I meet and know NEVER Use VM.

TB

{ 06/02/2012 }

I have had VM for a year, almost two, and it is AWFUL!!! I am so through with this company, and would no recommend this to anyone! The experience is awful, especially this call I am making now, about no being able to receive or send calls and text messages, to the young lady in India who is as confused as I am! :/

WOOHOO

{ 06/01/2012 }

I've been with VM for almost three years now. What can I say..its the best carrier ever. I'm a broke college student and to be able to pay 40 dollars a month for min. and messaging and best of all UNLIMITED WEB. there's a app where you can tether with your computer which is major for me. Most co. make you pay extra. phone service and unlimited web. Even when there rate when up from 40 to 45 they said I could keep my first rate. This is the only phone company I've been with that seems to care about there customers. If you are broke and love being online than virgin mobile is great!

ariel

{ 05/31/2012 }

have been using virgin mobile like 6 years,the plans are getting better,iam very happy with the $35 dollars android plan,at least here in miami area, the reception is excellent,better call quality,the 3g a little slow but it works.what else could i ask?.i hope in the future they continue improving the phones and plans.the website is very usefull,maybe there are problems receptions in others areas but here in florida is excellent.iam very happy

kelley

{ 05/29/2012 }

Made the mistake of using Paypal to fund my account once. Out of the blue one day they charged the monthly service charge 17 times on my Paypal account. Which took money straight out of my bank account. I eventually got my money back, but not without investing hours of my time. Three times my account balance fell to zero with no explanation. There is no worse pre paid phone service. This is designed for kids who don't question when someone tells them money is due. I have used T-Mobile To Go and AT&T Go Phone, with none of the nonsense.

shasta405

{ 05/29/2012 }

Virgin Mobile wanted us to deposit money every month into the account, even though we had a balance. This was an emergency phone only for my husband & we always had a creddit balance but still they disconnected the phone anyway. We requested that the balance be refunded & they told us they could not do that. I asked them why not, & they just beat around the bush with ridiculous answers. I will never recommend them to anyone, they are a rip-off company as far as I am concerned. If I deposited money every month & always had a higher balance, guess who would get that?? Not us, VM would keep it. I am going to throw the phone in the trash & go with a more reputable phone service.

Sarah Maurer

{ 05/27/2012 }

I have held on to Virgin Mobile for two years because until they raised the prices it was cost efficient. The price was enough to make me forget the terrible coverage and call quality (I'm in the middle of Denver and I can't get a good signal half the time), as well as the laughably bad customer service. I've been considering ditching them for some time and just had the final straw. I tried to make a call and found out that my phone was suspended. ?. I called and it was totally a mistake on their part, but will take hours to fix. I told them this was unacceptable and that I wanted a free month. They said no, but they would give me 100 anytime minutes. I asked to talk to the manager and got the same song and dance. I could tell the people on the phone did not care and were not interested in solving my problem. Then I tried to email to complain and my email bounced. I am switching carriers tomorrow and hope that others will not waste time with this ridiculous company that prays upon naive preteens (who else would put up with them?)

Cindy

{ 05/25/2012 }

If I could give them less, I would, every single month, without fail I lose my data connection for 3 or 4 DAYS!!!!!! So unbelievably unreliable!!!!!! Not at all worth the savings.

RITA

{ 05/20/2012 }

VIRGIN MOBILE RIPS PEOPLE OFF, HAD $48.00 LEFT ON MY ACCOUNT, WAS UNABLE TO TOP OFF ON TIME CUZ I WAS ON THE ROAD, FORGOT MY PHONE, WAS ONE DAY LATE AND THEY DID NOT CARRY MY MONEY $48.00 ON TOPPING UP. IF I TOP UP EARLY, I GET RIPPED OF A WEEK OR TWO THAT I TOPPED OFF, CUSTOMER SERVICE IS RUDE, THEY EVEN USED MY CREDIT CARD TO TOP UP FOR ME WITHOUT MY PERMISSION. IT TOOK ME HOURS TO GET A PERSON TO TAKE MY CREDIT CARD OFF MY ACCOUNT. ONCE THEY HAVE YOU THEY DON'T CARE. WILL NEVER USE THEM AGAIN. IF YOU LOOK AT YOUR CALL HISTORY, THEY CHARGE YOU FOR TONS OF SERVICES, BUT DON'T KNOW WHAT IT IS FOR. BUYER BEWARE- BIG FAT RIP OFFS.

Dawnzerlylite

{ 05/18/2012 }

My elderly parents & have all used VM for several years with very few problems. We're all on tight budgets & want to keep our landlines, so VM has been a great budget way to have a phone handy when you need it. With Auto-TopUp, I can run a cell phone for only $60-$80 per YEAR--yes, YEAR. I would not be able to afford even $25 or $30 minimum with other services, so I'm thankful VM keeps us light users in mind.

Emily

{ 05/15/2012 }

We have trouble each month paying for our virgin moble plan with Alex. He puts our money in mintues not on our monthly plan. It is very hard to talk a live person. Please help us.

Leah

{ 05/15/2012 }

I inherited my son's phone when he decided to get a "real" phone with a "real" provider. Starting a business on a shoe string and needing to keep my day job for a while, I thought a prepaid phone would be the ideal solution. It was for a while, but then the dropped calls became so frequent I had to actually quit answering my phone and letting it go to voice mail and then call back on a landline or another cell. No longer on a shoestring and no longer needing mobile, I've tried no less than three times to port to another provider and can't - VM's porting department tells the new provider that the owner information is wrong, so the new provider tells me I need to get VM to send me a form, and everyone I ever talk to at VM states they don't know what that form is. I can't change my number because it is my business line, and VM is making sure I can't change providers, either. VM SUCKS. I wish I had never, ever heard of them.

schwar

{ 05/14/2012 }

Virgin did not allow me to make a call because I needed to "top off" my account with at least "zero dollars"... that's right, they said I owed them no money so that was why I could not make a call. Unbelievable... Virgin sucks!

Alex

{ 05/12/2012 }

HATE THE FACT THAT THEY SLOW YOUR ENERNET SPEED AFter u USE 2.5 g SHOULD NEVER HAVE DONT THAT

RITA

{ 05/11/2012 }

VIRGIN MOBILE RIPS PEOPLE OFF, HAD $48.00 LEFT ON MY ACCOUNT, WAS UNABLE TO TOP OFF ON TIME CUZ I WAS ON THE ROAD, FORGOT MY PHONE, WAS ONE DAY LATE AND THEY DID NOT GIVE ME MY MONEY $48.00 ON TOPPING UP. IF I TOP UP EARLY, I GET RIPPED OF A WEEK OR TWO THAT I TOPPED OFF, CUSTOMER SERVICE IS RUDE, THEY EVEN USED MY CREDIT CARD TO TOP UP FOR ME WITHOUT MY PERMISSION. IT TOOK ME HOURS TO GET A PERSON TO TAKE MY CREDIT CARD OFF MY ACCOUNT. ONCE THEY HAVE YOU THEY DON'T CARE. WILL NEVER USE THEM AGAIN. BUYER BEWARE

Sam

{ 05/07/2012 }

Dear Virgin Mobile,

I was recently on your website because I wanted to change my plan from the $45/month to the $35/month. My phone usage had decreased, so I decided to switch to the lesser minutes. I was in a hurry to study for my final exams (it is finals week), and I accidentally clicked on "Restart My Plan Month" instead of "Change My Plan." I hit next, but then I realized it was on the Restart My Plan Month, so I X'ed out of the pop-up screen. However, it was too late, and my phone received a text indicating my plan had restarted and I had inadvertently paid another $45.

I immediately called up customer service and told the operator my situation. I asked to have my account refunded and have my payment cycle start on the 20th like before. Basically, I just wanted them to undo my mistake. After holding for 10 minutes, she finally came back on and told me that it was not possible. She told me that she could change my plan to $35, but she could not refund the money or start my cycle on the 20th. She said if I wanted to start my cycle on the 20th, I would have to wait it out if I didn't want to pay again (of course I didn't). She was polite, but I could not believe what I was hearing. I could have done that myself online. Why do you think I called?! I need my money back!!!

Is it really that hard to undo a simple transaction?? I am a college student, and $45 is a large part of my monthly budget. I think you could have easily undone my mistake. Perhaps, you just wanted to take my money. I accidentally paid you $45 when I still had over 1000 minutes left in my current plan. If you take money that you didn't earn, you are stealing. Maybe you even put the "Restart My Plan Month" and "Change My Plan" next to each other to similarly take advantage of people. Maybe not, but you obviously did not care to help your customers out. I highly suggest that you move the "Restart My Plan Month" link to the bottom of the menu so that other people aren't scammed out of their money. Or, you can actually undo the inadvertent mistakes of your customers like a company with real customer service would. Although I am thankful for the low rates that you charge, I've discovered today that rates aren't everything. Perhaps Virgin Mobile is not the service provider for me.

Sincerely,

The customer from whom you stole $45

Emily

{ 05/05/2012 }

Virgin Mobile is terrible in many ways. I've been with them for about two years or so, and I would have cancelled sooner but hesitated because of all the money I'd lose in my balance if I did. Recently I bought a new phone with them, the LG 101, and it broke within four days and it was never dropped and barely used. I once made a small error typing my phone number in when I was adding a top-up card to my account and when I contacted them about it, they pretty much said "too bad" and I lost my money. Their customer service is dismal. It takes days to get answers and they're very generic and unhelpful. If you buy a new phone, you have to pay all over again to get your ringtones. At $2.50 for one, this is such a waste.

Once I was only a day late making a payment and they shut off my service without even sending me an email warning about it and I had to go through hell to get the service turned back on. I have wasted so much money with them due to their inability to help with my top-up (even though I was logged in, I doubted they were unable to look in my account and see my error), lost money on a phone that's a total dud, lost money on ringtones that never sent to my phone, and lost ALL my ringtones when I got a new phone. And of course, as money hungry as they are, I'll be losing ALL the money in my account when I close it.

If I could give this zero stars, I would.
Don't be fooled by the low pre-paid phone prices. Virgin Mobile will rip you off in so many ways, any other place is cheaper. Terrible phones, terrible customer service, terrible money hungry company. DO NOT EVER USE VIRGIN MOBILE!

M White

{ 05/03/2012 }

I had been a customer of Virgin Mobile for nearly a year and due to problems with my phone/service I decided to start service with AT&T.

I've never had a problem with customer service until Tuesday (5/1/12). I called customer service just asking them for my account number (which if you ever notice is NOT accessible if you log into your account online) so that I could port my number over to AT&T. This is what I was given, 3-JB2MJHS, I thought that was weird since most account numbers are all numbers but nonetheless I gave that to the Rep at AT&T...and of course that was not a real account number. So I called Virgin Mobile again thinking that maybe someone made a mistake, but once again I was given the same set of letters and numbers, I asked the representative if possibly there was "another" account number and she said that she needed to transfer me to the Port Department. After a short wait someone from that department picks up and I explain to her that I need my account number, she saids "Okay your account number is....the line goes dead! I'm thinking that its my phone because I have been having problems with it, so of course I call back and go through the same process, I'm once again transfered to the Port Department where this time I speak with a man, I tell him what I want and guess what the line goes dead AGAIN. By this time I realize that it is NOT my phone but that the representatives are hanging up on me.

I COULDN'T MAKE THIS UP IF I TRIED, but it gets better. I call back for a third time, but this time I immediately ask for a Supervisor, the Rep asks me why and I say because I need to speak with one and that I don't wish to explain any further, he puts me on hold for about 2 minutes and then gets back on the line just to tell me that I have to give him a reason as to why I want to speak with a manager. By this time, I'm LIVID but I'm trying to maintain just so that I can get what I need, once again I tell him that I just need to speak with a Supervisor and he proceeds to tell me that IT DOES NOT WORK THAT WAY, IF I WANT TO SPEAK WITH A SUPERVISOR I MUST HAVE A REASON, so I tell him that I am trying to get my account number and that I am having problems with the customer service reps. He tells me that I can see here (I guess he was looking at his computer screen)that you've called several times and that you were given your account number which is your phone number. I tell him no I was not given the information and that if that were the case why was I given numbers and letters as an account number!! Evidently he finds this funny because he actually starts to laugh. Smh, I was so angry that all I could do was ask for his name and ID number, which is when he puts me on hold for 5 minutes and then gets back on the phone to tell me to continue holding. I tell him that I would like to speak with someone else and he tells me that I will have to hang up and call back. Please hold...after waiting for about another 4 minutes I hang up. What company treats their customer like that!!!

Basically the Rep from AT&T had to make some calls and have a third party call Virgin Mobile to get my account number with by the way wasn't my phone number either. He was on the phone for 45 minutes just to port my number over. Even after the store closing time. And the worse part about it is the number I was trying to port over wasn't even given to me by Virgin Mobile, that was My previous number from when I left VERIZON.

Trying to pinch a penny or not, I will never ever use service from Virgin Mobile again, and they have left a bad taste in my mouth when it comes to all no-contract pre-paid companies.

dale

{ 05/03/2012 }

I showed the radio shack sales person where I would need the service and was told that I would get exelent service. If you call 153kb exelent or even good, I would hate to see poor recdeption. SCAM!!!!

byrdlps

{ 04/29/2012 }

I just found out after the fact that you now lose any minutes you have left if you don't top up on time--not what I was told when I first started with them a number of years ago. Yes, I have had mostly bad experiences with calling their customer service including being charged for talking to them when they told me I would not be. I think this is illegal. I also have to pay for all the texts they send regarding top-ups--which they did not used to do. So I tried to contact them thru their "contact us" forms--first thru their email link (otherwise it was of course a "do not reply" email). The 2nd time today after I signed in to my account & NEITHER OF THESE FORM LETTERS WOULD GO THRU--an error message that the URL could not be found. I think I will look at the PagePlus Cellular--it looks to be a lot cheaper.

buyerbeware

{ 04/28/2012 }

Hi Everyone Out There!

I had a really poor experience with Virgin Mobile and I want everyone to learn the lessons that I learned so that you don't experience the same thing I went through and at the end of this message I have a way you can get your money back if you did go with them and they didn't uphold their end of the bargain.

1. Coverage Maps are not accurate. On their coverage map I received best (dark green) coverage. Before signing up Virgin Mobile, a rep. confirmed it. Once I gave them my $30 for the pay lo one month plan (1500 mins and messages) I received multiple drop calls and was only able to make one successful phone call over a matter of 2 weeks. Since I talked more than 15 minutes I was unable to get my money back even though I was getting no consistent service. Costomer service then claimed I had fair coverage (even though the map still indicated I have best coverage). The reps told me that when other people make phone calls on the network in my areas, I’ll get drop calls. How reliable.

2. Costumer service gets you no where. The representatives agreed that I deserve a refund, but they do not have the power to give you the refund. The computer system they use blocks that from happening since I talked for more than 15 minutes. Thus representatives are powerless, but there is a point to this because it makes it so the big corporation can take your money while not giving you the coverage or service you signed up for.

I spoke to about 10 different representatives adding up to over 200 minutes on my t-mobile phone (I overlapped coverage for a week in case VM didn't work out - good move!). If you need to call costumer service expect to listen to Taylor Swifts Last December song on auto repeat. It is the only song they play so being on hold for 20 minutes can make a person hate this song and want to go insane. The costumer service reps that you talk to all tell you a different story and some give you hope that you can get a refund until you get to the very top person about an hour into the phone call and they say the computer won't authorize the refund. Dead End.

Here is the GOOD NEWS! If you paid for the Virgin Mobile plan with your credit card, you can call your credit card company and ask them to dispute the charge. That is what I did and it only took 5 minutes and I am expected to get a full refund. Much better than wasting my time with VM reps who are powerless. I hope this helps if you ever get into the same situation.

My best advice for you is to avoid Virgin Mobile all together. I was told at one point that a tower went down on April 22 2012 and wasn't going to be fixed till June 20, 2012. Meaning no coverage for 2 months. Not a good or reliable company to go with.

Best of luck to everyone out there!

Refugio

{ 04/28/2012 }

I love it. My son has been using it for 3 years and has always loved it. Its very cheap and its worth it. Unlimited data is his favorite because of all the internet. Data is a little slow but it is fine. I text a lot and like the Unl. Messaging. The calls are great too because i dont call to much so 300 mins. Is perfect

Erica

{ 04/26/2012 }

I had Virgin Mobile for almost a year, the last month and a half EVERY call I had dropped. I waited about 3 weeks before I called to complain, they told me they would call back within 5 days!! I wasn't happy, but I waited, after 7 days I still didn't get a call. I called back, this time they told me to wait 3 days to see if the problem had corrected itself o_O. Of course the problem persisted, I called back after the 3rd day, they transfered me a few times, when someone finally answered my call they told me they had to escalate the call to another department but I had to call back in 3 days!!! When I asked why in the world I had to keep waiting they told me that they had to see if the problem would correct itself... I asked if it hasn't corrected itself the past couple of times I had called what made him believe that it would be corrected within the next three days??? All he could say was that he was sorry and he assured me they would escalate the issue and he didn't know why it wasn't escalated sooner. When I asked for compensation, he couldn't give me a straight answer, he then said they do offer compensation once the issue was resolved. WHAT??? Really???? Then fix the issue! UGH I got tired of calling back time after time so I canceled.

Kitty

{ 04/23/2012 }

I have been with VM for several years now. My husband and I have the LG Optimus V and we are very happy. We signed up with Virgin Mobile when the plan we chose was $25 each. We haven't had any problems that weren't taken care of by customer service reps promptly. We had iphones years ago and liked them but very expensive to own. We were paying $132.00 monthly for the iphones vs. $53.00 monthly for two of the LG Optimus V. We use our iphones ad ipods nows so they still have a little value for us. We love Virgin Mobile and would not buy iphones again because of the expense.

Janey

{ 04/14/2012 }

I am on prepay, but automatic withdrawal from Virgin Mobil for unlimited $55 month. When I checked to see how much data vs. phone calls I make, I decided to take the $35 month for the data and 300 minutes. This was 2 weeks before my bank was to be charged and they charged me according to today, instead of giving me my full 30 days. they ripped me of 2 weeks worth of money or minutes, whichever and will not honor what I already paid. I am so pissed I'm switching the provider. Be careful with prepaid if you change your plan!!!!

alex

{ 04/12/2012 }

virgin mobile sucks anything that sprint sucks I've had virgin mobile and boost mobile oh and cricket and there text messaging dosent get to you when its supposed to you most of the time don't get it period.

Beca

{ 04/09/2012 }

Service in the beginning was not bad but more recently they have had nonstop outages. You can't call, text or use the internet and they do not compensate you. CS tries to help but nothing gets accomplished. They instead put in incident reports that supposedly take 3-5 DAYS to accomplish and it still doesn't work. I would say spend a bit more money elsewhere and actually get service that you pay for.

Liv

{ 04/05/2012 }

I love Virgin Mobile. It's seriously the best price for what I need. I have the LG Optimus V, which I love for the time being. I might switch in the future, but I'm in no rush.

jbro

{ 04/04/2012 }

It all depends where you live!! Sprint coverage is spotty if too far outside a major city. I'm just outside Philly so service is great!! Never had an issue with cust serv so I have no idea what some of you people are talking about and I don't think you do either!! If you want top level service DON'T GO PREPAID!!! And consult the coverage map fist!! Duuuuhhhhhh!!!!

Krista

{ 04/03/2012 }

Do not use this company. First of all, the phones are pieces of junk that break down after a few months time. When you call to get help the company sends you a used phone, which in turn breaks down just like the previous ones. I had gone through three replacement phones and onto my fourth. When I receieved the phone the camera did not work. I call technical support and they could not figure out why, told me that someone would call me back in 48 hours and nobody ever did. They sent me another replacement phone. Same problem. I finally asked for a new phone since the "refurbished" phones did not work properly. Two differet employees assured me I was receiving a brand new phone. The first time they sent a cheap phone that was nothing compared to the one I had. Then they sent me another used phone. I spoke with customer service again and was called a "liar" and "idiot" by the non-english speaking representative. The company is a joke. They lie to customers and then call you a liar in return. Don't waste your money.

duke

{ 03/31/2012 }

Do you like not getting phone calls? Do you like not being able to send texts? Do you like not getting missed call notifications? Then Virgin Mobile is for you!

I've called my phone from a landline, and listened to it ring over the phone, while watching the mobile phone sit in silence. No missed call notifications, nothing. If I left a voicemail I'd be notified hours later. Called CS three times. They kept telling me to try the same BS workaround where I basically reactivate the phone. Terrible service as well. I love watching the phone struggle to connect to the web with full bars on 3G.

Sandra Lee

{ 03/29/2012 }

I've been a happy customer for over 5 years. Love my LG Optimus V phone and Beyond Talk. Note to G. Soto: You are probably signed up for Virgin Mobile Extras. To cancel, go into your Virgin Mobile account, go to edit service settings and un-click Daily Access Subscriptions.

Jim

{ 03/28/2012 }

I have virgin and it sucks the tower here in Jacksonville Fl goes down every week this service is by far the worst i have ever seen....VIRGIN SUCKS..........

G. Soto

{ 03/28/2012 }

Do not Use PayLo service. It charges $0.15 per day even when the phone is off or not in use. I tried to contact virgin mobile customer support via email but they never answered.

Americanlady

{ 03/26/2012 }

I don't even know why America let some nonsense as Virgin mobile on the market!
I have been a customer for 3 years. Of course, beside some few issues with Alex, the virtual representative which you have to harass before he or it handle you the live representative, everything was fine. Here is the nonsense: Just because I would like to change company and transfer my Virgin Mobile number, Virgin mobile showed me their real face: I kept calling, calling until I pissed off: same thing all the time " error in pin, error in name, this and that did not match for you to transfer your virgin mobile number to another company". So after all these years of being a customer, Virgin Mobile cannot do me this favor? Go to hell Virgin Mobile and never again see you on my phone.

aplus32

{ 03/21/2012 }

My 2 older daughters have Virgin Mobile and love it. They're heavy texters, so I signed them up for the Beyond Talk plan. I wish the handsets were cheaper (I saved money by getting their phones from Best Buy), and that they offered more talk minutes for their cheaper plans (my oldest daughter burns through her 300 minutes in the first week! LOL) but I cannot complain about reception, call quality, or the value. We are all on prepaid wireless plans (they are with VM, I'm with Straight Talk, and my youngest will be with GoPhone because she inherited my wonderful Samsung Flight) and with over 800 dollars in savings a year (all three of our bills are only $110/mo) we won't be looking back!

TeeTee

{ 03/17/2012 }

I loved my virgin mobile phone but i had to switch to T-mobile prepaid; pricier then Virgin Mobile but i am moving soon and sprint's service SUCKS where im moving :( hopefully one day in the future sprint can put up more towers where i live. but i really did love the plans.

Robbin

{ 03/17/2012 }

Unless you live in the middle of no where this is a good company and they have three very good phones(LG Optimus V and Motorola Triumph being two of the best). This company is owned by Sprint and it runs on the Sprint network. I have had extremely good customer service every time I called including a fast delivery of a free replacement phone. They honor all of the warranties on the phones as well as offering a third party insurance program. This is a service that is cheaper than Cricket(which also runs on Sprint) and has the most amount of data available of any company(2.5 GBs/Mo. after which you are switched to 2G). The Triumph which I have is based on the Droid and is a great 3G phone. It has a 4.3" screen and a 1GHz processor with 2GB internal storage and up to 32GB sd card. The coverage map is huge. Unless you plan on going into the wilderness I doubt you will lose calls or data. I have yet to have a single dropped call and the 3G allows streaming of videos anywhere I have gone. I pay 35 dollars per month for unlimited data and 300 minutes. It has a 55 dollar unlimited call and data package also. Find any other company that is giving that kind of a deal. I set up my service so that I pay every month automatically with Paypal which means I never see a bill or worry about paying. I can look at my Paypal monthly activity page and see any charge that has occurred and have a permanent third party source of any charge verification. I can't think of an easier way to do business and I don't have a contract. I can walk away penalty free whenever I like. And I would like to point out that I was able to get my number ported over from my last company within an hour with the customer service rep from Virgin. Don't listen to naysayers. If you live in a city and want a reliable phone go with the no hassle Virgin company.

Renee'

{ 03/17/2012 }

I am happy to say I have been with Virgin Mobile 9 years and 3 Months Straight so far. I have used 4 virgin mobile phones and I have Android ow. Only had to stop using a flip phone, it didnt work down near woods in n.c. So I went to tracfone. They charge too much for minutes. I pay $55.00 plus tax my Android virgin mobile unlimited 30 days. I pay $90.00 month on tracfone not unlimited. So I will stop tracfone and put back to virgin mobile minute plan. I am better off with virgin mobile. I am probably the longest custumer to stick and stay, and I am not easy to please lol.

Laurent

{ 03/16/2012 }

Imaginary customer service, slow, incompetent ... Bad phones

bnn

{ 03/14/2012 }

horrible customer service!!!! they have misplaced my payments a number of times and it takes hours on the phone with them bc no one can speak english. along with that the service is horrible and i miss calls and get text messages days late! absolutely ridiculous! the only reason they are getting 1 star is because there is no option for ZERO

ana

{ 03/14/2012 }

sincerely iam very happy with their service,for $35 dollars you can use an android cell with unlimited web,text and 300 minutes,also i can get in android market free navigation apps instead of paying for vm navigator,also i get many usefull and free apps.however if you do not want an android,maybe you could consider the $30 paylo plan who gives more option,or the $20 dollars plan that gives 400 minutes.overral i found VM service excellent,of course maybe sometimes you must cal their CS but in most cases they fix issues quickly.just one thing for android user don't buy samsung intercept,this phone is defective and will cause several problems with your service instead get the lg optimus or another better phone.

intrathecal

{ 03/12/2012 }

I've had 5 lines with virgin mobile for over a year now, and I would say hands down this is by far the best value I have ever experience in a cellular company. I does matter which phone you get (I prefer the Optimus V and definitely NOT the Intercept), but I have had virtually no problems and the few minor ones I did have were resolved by helpful English speaking reps. I will be with VM for years to come.

Cristina

{ 03/08/2012 }

It kind of sucks. I saw someone say that we're a bunch of babies because all we're complaining about is poor service and customer service? Umm, hello? What do we need a phone for? SERVICE durrr. Bad service=complaining. Sucks cause I always make sure something's good before getting it: reviews reviews reviews. And before I got it, I read nothing but good reviews, 4, 5 stars. Then I got it and get super bad reception. Now I look at reviews they're all bad :|. Not cool.

Michael

{ 03/04/2012 }

Their service sucks. Internet was essentially useless. Phone wouldn't ring due to no service (LG Optimus V). Spend the extra money and go with a better company.

Rick

{ 03/03/2012 }

REALLY folks! You get what you PAY for!
My Optimus cost $100 and $35/mo for unlimited data. IPuds cost up to $800 and well over $100/mo sometimes for data charges. I'd been watching for months and knew pretty much what Froyo could do and what kind of reception I could expect, and what kind of accessories I could use. It is a fine little gadget that plays Iheart or TuneIn Radio all day, surfs the web, runs Youtube vids, reads docs, or plays games (and can do 2 at once). Oh, and it recieves phone calls.
Yes, it is no Gameboy, nor is it 4G, and travelling far away from town gets me dead spots. It was not a surprise that the first one died, I didn't speak to the CSR worker like they were personally responsible for ruining my day, or for speaking English badly just to mess with me.(There are a lot of things about business and society I would like to change, but that is not the fault of another working stiff like me and probably you.)
I got another Optimus with minimum fuss, and it is fine. I did not expect, nor require, them to wipe my tears dry and tuck me into bed. I understand you can purchase that kind of service, but it costs a LOT more than $35 a month...

noe

{ 03/02/2012 }

i have switched to VM,i have been a VM customer before and now i come back,the reason,good phones,good service here in miami area,a helpfull website where you can care for your cell and account,i ported my number to them thru the website and now they have the option to give your info and they will port your number without calling,of course sometimes you may need to contact them about an issue,their billing system is not that good,sometimes there is errors and wrong charges, for this reason i only use top up cards instead giving my credit card number,customer service not bad, but can be better and i hope they continue improving the service.overall iam happy with VM and the paylo $ 30 dollars plan is excellent for me.keep going virgin.

bill

{ 03/01/2012 }

Very Bad Service...I do not reccomend this cell phone company. They advertise International Calls, and you CANNOT call Mexico. Most of the time you cannot reach their own network from your phone....says network not available.
Poor quality, dropped calls..the worst service Ive ever had.

JO

{ 02/29/2012 }

Was having great service until a month ago. The towers went down in my area and I was told by customer service they were upgrading them.

Since the upgrade, no matter where I go I cannot achieve full signal, much less a USABLE signal. Dropped or missing calls. Missing texts, or texts that take hours to send. A couple of months ago Virgin WAS awesome! now its gotten to the point I want to slam my phone and just not have one. They have sent me a replacment phone citing it was that. When the new phone arrived there were no changes at all in service.

Kim

{ 02/28/2012 }

If I could give Vigin mobile less than 1 star I would. For more than 18 months, despite being on an autopay plan, I get threatening emails and phone messages that my phone as been turned off because I haven't added minutesin three months. I keep calling their so called customer service and asking this glitch to be fixed. All I ever get is we'll invetigate and nothing happens

McEwen

{ 02/27/2012 }

I've been using Virgin Mobile service off-and-on since 2007. Coverage in Western New York isn't the greatest, but it's not all that bad, either. I believe I experienced one dropped call and that was with a very old, crappy phone. I've also used the HTC Wildfire and the LG Optimus V. I currently have both of those phones, as tinkerinv with smartphones is one of my hobbies. I did have an issue with a long-term 3G outage last summer, which I inadvertantly "solved" when I wiped my Optimus and restored a custom ROM (I don't know how it fixed the 3G, but it appears that it did).

Virgin is a pretty good prepaid option if you're looking into buying an Android. I use the Virgin Android phones for $25-a-month because I had both of those accounts since before the rate hike. Even $35-a-month is a good price. The biggest flaw, in my opinion, is the inability to activate non-Virgin phones on their network. It's something that other prepaid carriers allow and it would be amazing to be able to use a top-tier Android for less than $40-a-month, but I'm sure it would be too much for the Virgin network to handle. They're set to start throttling data soon, so I can imagine the non-useability of their network if people had many more and better devices to choose from.

As for customer service, I contacted them once via email. As it happened, I was able to figure out the solution to my problem without their help, but I received a response that was as thorough and accurate as it should've been. Every step I took was detailed perfectly by the rep who responded to me. If I hadn't been able to figure it out, that email would've guided me through it flawlessly.

I suppose customer service can become frustrating to deal with if you frequently rely on it, but I don't know why the average person would need to. Online activation is very simple and most phone-related issues can be solved with a little online research. If you know you're not technically-savvy, or that you have no patience, or that you're a hopeless xenophobe, maybe you should leave the upkeep of your cellphone in the hands of a more level-headed family member or friend. Seriously.

I like to read the reviews on this and similar sites, as I frequently decide to experiment with different phones and carriers; however, I tend to disregard the overall ratings at this site. I often find myself believing the reviews that are grammatically-proper, that come across as thoughtful and reasoned. When someone leaves a review, wherein s/he complains about non-American reps with thick accents, I would expect that reviewer to reread the post and check it for misspellings and run-on sentences. I can't help but think that the non-American rep, who's being trashed by the reviewer, could probably write better in English than the American reviewer can.

A couple more reasons why I disregard the overall ratings for carriers on this site:

Too many people leave one-star reviews when they never actually used the service they're reviewing. Giving a carrier one star because negative reviews convinced you not to try it out just skewers the overall rating. You can't review something you have no experience with.

I also disregard "reviews" left by people who leave scathing letters on this site to specific carriers. If you don't realize that this website is not affiliated with the carrier you have beef with, then I have doubts about your credibility. Email the carrier. Go to the carrier's website and find an email address. Use some common sense.

To sum it all up, I think Virgin Mobile is a very good prepaid carrier. Coverage isn't great everywhere and they've had data loss issues in the past, but they're an affordable option for smartphone users in good coverage zones, who can accept that the "V" in "VM" does not stand for "Verizon". The phones are not bleeding-edge and they don't compare to the iPhone 4 that I'm using as an AT&T GoPhone for $20-a-month, but they're not bad at all. Sure, there are defective phones floating around, but most work as intended and should be able to suit the needs of most people.

I should add that if you're on the market for a feature phone, Virgin might not be the cheapest option. Virgin is a good deal for smartphone users, but probably not such a good deal for those who want a much simpler phone.

bells

{ 02/25/2012 }

michael 1/31/12,
I had the same situation.

I was a loyal customer to Virgin Mobile. I went through the same extraneous situation which I had no responsibility for and this company was not even able to send a confirmation e-mail regarding my account status. This company has no flexibility in their product. There are written protocol for each process and it is never deviated even for a loyal customer. Additionally, if you are having issues with the product or plan there is NO way to write a report. Of course the ratings are high if people who have complaints can not report.

IA

{ 02/24/2012 }

I have had the Virgin Mobile Mifi2200 (mobile broadband) for 3 days and I have already spent almost 3 hours with customer service. No I have to wait for a higher lever rep to call me back to, hopefully solve our connection problems. The few times I have been able to connect the speed has been OK, not impressive. But the customer service reps are very badly trained (at least they are polite) and cannot help with anything beyond resetting the device.

Sherrie

{ 02/17/2012 }

I'm on my 3rd Samsung intercept and they want to send me a fourth. I use this phone for both personal and business. Because of the calls not coming in, voice-mails not received, lost/missing texts, inability to make or receive calls, days talking to Virgin-mobile; I have lost sales and business, not to mention the cost of my time dealing with this awful company. The reps are ill-mannered, incompetent, unable to listen, have no authority, are drones and ineffective. I have been disconnected 3 times when requesting a manager. I refuse to take a 4th phone of the same type. I've paid phone insurance since 2010 about $120, then had to pay a $65 deductible for 1st replacement (by the way the Intercept was $200 when I bought it; it now cost $99..you do the math). I requested another phone where I could use the $65 towards an upgrade...since their phone WON'T work. The upgrade cost $200...so if the $65 was used I would still be giving them $135 more. However, that was not an option. Of course, I will take my business elsewhere. Found Straight-talk $45 unlimited everything plan LG Optimus Q $180. DON'T get sucked into the propaganda that Virgin-mobile is the only one.

Ed

{ 02/16/2012 }

I have been a VM prepaid customer for 6 or 7 years, and never had a problem. Called customer service maybe 3 or 4 times and always had success. Their plan is cheap and exactly what I need. so far so good anyway!

Al

{ 02/16/2012 }

Virgin Mobile is the BEST. I've had Verizon and ATT. VM phone calls are no different than Verizon and ATT. Still get dropped calls occasionally just like any other carrier. Customer services is far better than ATT and Verizon. You get a live person and answer to your email within 24 hours. With ATT or Verizon you will get a live SASSY person who offers no solution. I love my LG Optimus Slider with unlimited data plan (at least up to 2.5G) for $35 versus $60 plus compared to ATT or Verizon. How can you go wrong?

Tymnus

{ 02/06/2012 }

Virgin Mobile has saved me thousands of dollars over the last two years. Their unlimited service at $55 per month, and their $40 plan have offered service that trumps our old Verizon service (except perhaps in data speed). Living in the Bay area, we have had no coverage issues whatsoever. Rarely will we ever get a dropped call except in the most remote parts of the county in the rural areas perhaps. We had these same issues in these same areas with Verizon.

I will go on to say that Virgin's customer service has always been excellent as well. Each time I have contacted them with a question or service change request they have handled the call quickly, professionally, and without mistakes.

We ported our numbers from our Verizon Accounts and were able to seamlessly and painlessly make the switch. What's more, the data coverage and speed is quite good. It is not the turbo charged 4G that verizon boasts... but who really needs that? Seriously. I can check my email at anytime from anywhere. I can stream video over 3G if I really want to (But why when most places have WiFi if I need that kind of speed?)

The one down side of Virgin is the phone selection. Avoid the Triumph. Motorolla did NOT deliver on this one. It is a big turd of a phone, and I went through two of them in 2 months before switching to the HTC Wildfire S. The Wildfire has much better performance than the Triumph even with half of the processor speed and storage space. Go figure.

All in all, I love Virgin Mobile. I just hope that their phone selection gets better. If I switch phones I may also consider 'Boost' next time around since they apparently use the same (SPRINT) network, but at this time I am perfectly content to keep saving money with Virgin Mobile and having fun with my Wildfire.

ACR

{ 02/04/2012 }

This was my first cell phone I loved it until stared havin dropped calls so deciedto u another phone cost more after that had alot toble adding cards had to call cust service that sucked took 20-30 minto talk to a live advisor and they finlly aftet 45 min fixed andput the min on phone then when bought another card same troube so switched even thougth loved there service had way to much troble adding min! And I think these phones are for the younger genration!

Cesira

{ 02/03/2012 }

Virgin Mobile does not even deserve one star. From the lack of customer service to the poor quality phones, Virgin Mobile allows you to get what you pay for.. almost nothing. If youre lucky enough to get through to a real person on the contact line, be prepared to be put on hold for five to ten minutes at a time.

Michael

{ 01/31/2012 }

TO: VIRGIN MOBILE COMPANY CORPORATE USA
To whom it may concern:
I don’t know if the right individual will get this letter but I hope it will get into the right hands .
About a year ago I became a customer of your company . I have purchased two telephones and registered them and was enjoing a good service and always recommended your company to all of my friends and relatives. I have registered a credit card on your site attached to every account and I have always paid my bills on time. So I would sy that your company has gained a valuable costumer .
So why would a company force me to leave and look for another provider ?
Here is my story:
I have purchased a android phone initially for account and I was enjoing it and learning how to use it. Later your company has released anew telephone called “MOTOROLA TRIUMPH” so I decided that I may want to switch o a more advanced telephone. I started to look around on the web
For a good price of this type of telephone. One day I have found one on a site:CRAIGS LIST. And someone was selling it for 225.00 so I decided to purchase the phone from that individual. I have met the seller in a local mall and after he showed me the telephone I asked him is why he selling it and his answer was “financial dificulties” well it sounded genuine . Before I made the purchase I have called Virgin mobile and told them exactly what I am doing and asked them about the phone. I provided IME number and asked them to check if the phone is not stolen, if it can be registered to my account ,and if it will be supported with no problem by your company? The answers I got were all positive. The person from your company asked me if I want to make the switch then , and I told them that I will have to get home and charge the phone and familiarize myself with this new handset. So later in the evening I went on your site and did a very easy phone swap with no problems. I started to enjoy the new phone. So it came to be a big surprise when Yesterday my phone sopped to work and the only place I could call was your company. I have spoken with 3 different individuals . None of them was able to help me:
Here are some coments:
1. You should not bought a phone from the street used (well check E-BAY, Craigs List and many other sites and people buy and sell used phones all the time) the main reason to save money.
2. When I asked them why my account was frozen I was told because of the phone belong to someone elses account (so just because due to incompetency of your personel I should be penalized? I asked them about the handset and they said it is ok . But if they were competent enough on their job and having the ime number they could have checked and know that this was a replacement phone send to some dishonest customer that sold it to me.
I asked what were my options ? the answer was such:
1. Purchase the phone and they will lift the suspension of the account (*when I asked how much the ansver was $299.00 (keep in mind I already paid $225.00 for it . the ansver was that we can do nothing about since this is an” replacement phone”
2. They suggested that I should return the phone and once they get it , they will lift the suspension of my account and I will be able to register back my previous LG handset that I still own.
3. When I said that why don’t they do it right away and I would send the phone back the next day they said no. that is not how it is going to be done? They need the phone first.
4. Then I decided to switch away from you to another carrier using another used phone that I purchased on E-bay. No problem the only thing I was not able to port over my number that I had for the last 10+ years. Do you think this is fair?
5. All of my suggestions were kind of ignored and I felt that your company does not value a customer as much as I imagine they would.
So here is what I did today ? I have switched to another carrier, I will not send the phone back to you since You had the opportunity to tell me that this was a wrong phone for me to purchase (but since due to incompetent employees in that department I have lost the $225.00 and I was asked to pay another 299.99 for a phone that Best Buy is selling for 249.00. No one realy cared what I had to say and they all said that they understand, but they can do nothing…etc.
I would like you to see if you can correct the wrong that was done to me by your company .
I am willing to pay no more than a $100.00 to put the phone back in service the way it was before, since I am in this predicament due to the incompetency of your personel. I already lost $225.00 plus the new activation with another monthly carrier $45.00 plus a bunch of accessories that I have purchased for my MOTOROLA TRIUMPH (new batteries , a car charger, a phone holster. A screan protector etc.
And now calculate how much will you loose if I start talking bad about your company and your customer service . Because even if you loose one customer it is much more that you want to get dishonestly from me.

Lisa

{ 01/31/2012 }

Slight issues with customer service is an understatement. Been trying to have the credit card I use to pay my monthly plan changed for two months now and actually had to close the credit card account to stop being charged. I feel like I have hit a wall and corporate offices are only open a few hours later in the day. Also all the customer service reps., including management have said the famous line " have I helped you with all your needs today?" and nothing has changed. My bank has said I should contact the police regrading this. I don't want to have to go this far to use my phone.

Sally

{ 01/29/2012 }

I forgot to mention in my previous review. We ported a number over from ATT and had no problems doing it.

Sally

{ 01/29/2012 }

We have 2 LG optimus phones and have had no issues whatsoever with the service or the phones. We have had one phone for over a year and the second for 6 mos.
The only reason for not giving 5 stars is that the last billing cycle on the cheaper phone we were double billed on the same day. They DID credit the amount but I wasnt thrilled about having to give my card number to resolve the issue. Customer service was less frustrating to deal with than direct tv or centurylink. Not impressive just adequate.

Amy

{ 01/28/2012 }

I activated for my Daughter about 3 months ago....they did take 2X the amount out of my account. I called customer service and yes he was hard to understand but very nice!! The money was promptly returned to my account and so far its been good.

Richard

{ 01/27/2012 }

virgin mobile WAS my favorite phone company. But for about a month and a half I didnt have my cell on with my monthly $25 a month plan on my Rumor touch due to unemployment. So after I got working again I wanted to turn it back on. You have 90 days to get your phone turned back on before they delete your account from the system. So I go get my top up card and add the money to the account and figured they would automatically turn it back on like they did before. I got a message from them right after telling me my payment was not enough to cover. So I use my friends cell phone and call them. They put me on wait for almost 45 mins thankfully my friend had unlimited minutes with US Cellular. then they answer and send me to another person with another 15 minute wait. Then I cant understand them and they hang up on me because I asked for a different advisor I could understand better. So I find out after calling again and going through this all again that they deleted my account thinking I passed my 90 days. They told me it had been 91 days since I had my phone on! By then they changed their plans to $35 a month. So I had to go to the store and get another card. Mind you I live 1 hour from the nearest retailer who sells that! so after spending $100 in gas and $35 in top up and about 3 hours later I got it on. Sooooo much more problems I wont list because I would have to write a book. This was most recent. So after all this I got US Cellular on a contract and have more options and good costumer service and the store is in the next town 20 minutes from my house and I finally get service everywhere even in the mountains which i didnt have before!

Optimus

{ 01/18/2012 }

I purchased a Motorola Triumph from the Virgin Mobile web site on 11/28. I wasn't signed in to my account when I placed the order.

The camera didn't work properly, so I arranged for an RMA. That phone didn't work properly, so I arranged for yet another RMA and got another defective phone. I was disappointed with the Triumph's quality control, so I asked for a return since I was still within the 30-day return period.

I sent my Triumph back with USPS delivery confirmation number. It arrived on December 29, so I expected to see a refund posted to my credit card shortly afterward.

Unfortunately, no refund came, so I contacted VM customer service and was told that it would take 2-5 business days for my refund to process. When I asked why I wasn't told about this ahead of time, the agent had no answer. After 5 business days, I called customer service again and was told this time that it actually takes 4-10 business days for a refund to post. When I expressed my frustration and questioned the agent about what I had been told before, he ignored my comments and asked me if there was anything else he could "help" me with.

I e-mailed Virgin Mobile's "social care" email address and got written confirmation that I would be issued a refund. Unfortunately, days later, nothing has showed up, and they've stopped responding to my emails.

The last straw came when I called Sprint directly. Since they OWN Virgin Mobile, I expected them to offer to do something about my situation. Instead, the rep gave me the standard BS "I understand your frustration" but refused to do anything.

I just got done filing an FCC complaint and BBB complaint. We'll see where that gets me. After I get my money back, I'm packing up and moving to a NON-SPRINT carrier. Sprint, their Apple fetish, and their shitty return policies can get bent.

Naja

{ 01/16/2012 }

I have been using Virgin Mobile since 2002. Activation..smooth...Customer service...so so. As the years went on they got better. I never do auto payments with them. I decided to go to T-Mobile and it was the worse experience ever. I was overcharged monthly $86-90( not even an Smartphone!!) and my cancellation fee was astounding($297). The phone was horrible, because I had to talk on speaker phone for it to work. I went back to Virgin Mobile after a year and six months of crap. I have a HTC Wildfire (my first HTC!! and Tmobile wanted to charge me $400 just to upgrade)that I got it for only $99 on Black Friday. The plan is awesome I do the $45 a month. When I am home, hook it up to my wifi. I live in a major metro area so it works great. I use pandora at work and its on a military base...runs smoothly. I have not had any problems so far. Just don't register your payments as auto, and their website works great. Yeah its shaky in smaller towns or doesn't work at all( like Rapid City, SD) I hope they come out with the iPhones like they have in Canada in Europe. People living in major cities this phone is great and take my advice (Don't register for auto payments!!) If transferring from another company(Just get a new number!!) If push comes to shove (Top up cards are best!!)

Word

{ 01/15/2012 }

The worst phone and minute plan you can buy. I lost 63 dollars using this phone. The minutes will be lost if not used right away. Do not count on Virgin Mobile customer service to help you.

Spieg

{ 01/12/2012 }

I am on the VM no contract plan for 2 months now. Everything went pretty smooth with the purchase and setup, but a few days later I discovered the outbound Caller ID was showing up with bogus info... When I call my mom's Comcast phone, her caller ID says "John Fiero" (not my name). When I call my brother's Century Link phone or my work line which uses Vonage service, the caller ID says "Boulder CO" (not where I live, or where I am calling from).

After a week or so of this, I contacted Virgin Mobile to see why it was still wrong. The tech support people said it was because it was a new phone with a recycled number and that it would take up to 10 days to correct this information in the system. So I waited another couple of weeks with no change before I called them again. This time they apologized for the problem and told me the ticket from "Headquarters" had been closed because the problem was resolved.... I told them it obviously was not resolved because nothing had changed. They said they would submit another ticket and it would be another 10 days to resolve (any other phone company I have dealt with can fix this issue in a matter of minutes, but VM seems to take 10 days to do anything because the tech support people have to submit everything to "Headquarters").

Anyway, I waited a couple more weeks with no improvement and then called them back again (in addition to submitting a message to their website). This time they told me that "Headquarters" had taken the appropriate steps to resolve the problem, and it the caller ID was still showing up wrong, then I need to call my local phone company to ask them to correct their caller ID system. I tried to explain that it was a problem with more than one phone company (Comcast, Vonage, and Century Link and probably others I don't know about yet), and that I couldn't possibly call every phone company to make corrections, but this idea seemed to be beyond the comprehension of the tech support people (whatever country they are in must have only one phone company).

I did try to contact the companies I know of and they each told me the same thing... the caller ID information they use is provided by a 3rd party (a national database which provides the information to multiple service providers), and that Virgin Mobile had not updated my information on that database (apparently, there is a fee to do this and Virgin Mobile is too cheap to pay the $2.00 fee).

After that I called Virgin Mobile back to explain what I had been told. Tech support proceeded to tell me the same thing - that Virgin Mobile had taken the appropriate steps and that I needed to work it out with the local phone company (I swear it was like talking to a recorded message). I said that was not an acceptable solution and asked to speak to a supervisor... then they hung up on me (we went thru this routine twice and I was hung up on both times).

On the Virgin Mobile “no contract” plan, you buy a phone and pay monthly with no long term commitment. After the mistreatment and lack of support, I've decided to dump Virgin Mobile. Now I have an almost new phone (HTC Wildfire that I actually really liked) which is of no use because it can't be transferred to another service provider.

VAB

{ 01/09/2012 }

I am using the Optimus V that I bought from VM on cyber Monday at half price. Coming from a Net 10 $27 phone I am in heaven and loving this smartphone. For $35 per/mo it beats $100 that my friends pay for their i-phones. Both my sons are on VM and have BlackBerry's and now I am so you cut back where you can and cell phone use is a no brainer so I would recommend VM all day. Cust. Svc. was no problem when I called problem was resolved professionally and courteously. Why the bad reviews??? Some people like to complain. Even when with Net-10 I never had a CS issue. Only believe half of what you read on these review sites.

Jacob

{ 01/08/2012 }

IF YOU VALUE YOUR TIME AND SANITY, STAY AWAY FROM THIS COMPANY. I have used their service for exactly 40 days (Los Angeles area) - I have had to call their customer line 12 times, and have also sent about 10 online help requests. I have wasted at least 6 hours on the phone with them. They have bungled everything: the port-in of my old number; phone, texting, and web service has spontaneously failed; my online account disappeared; their billing system is an automated thief. Their customer service department is hyper-compartmentalized - the first or second person will never be able to help you, and you will have to repeat the same information/problem description over and over like a parrot. Their customer service people only read from scripts and have zero ability to problem solve. If you are lucky your issue will be "escalated" (read:unresolved) while you wait for someone to call you back. They won't call you back though, but they might fix your issue behind the scenes only for you to notice later, and also notice that something else has gone awry.
They charged me twice for the same month of service, when I requested a refund, they apologized and granted it. Now my service doesn't work. Why? They refunded BOTH payments, and then decided that my account was overdue and cancelled my service (without any warning or message to me). Now I have lost the cell number I've used for 10 years and they don't know if they can recover it.
I have used many cell phone companies over my life, in fact I used to work for the BBB dealing with customer service complaints, and I have never known of a national company to be so inept at resolving standard customer issues.

Sean

{ 01/06/2012 }

Man, Most of these BAD reviews are of people just whining about how customer service sucks or how coverage sucks. HELLO, Its prepaid Sprint. Without roaming. I knew this before I bought the phone and service and I also made sure I would have good coverage in my area. Unlike most of the babies who are complaining about how this sucks and that sucks and now this sucks. Come on people, If u are going to give a BAD review of something, Be educated about it and give some more details. Not, "This sucks and so does Virgin/Boost Mobile", WOW, Really. Now, I have been with Virgin Mobile foe about 5 months now and "Over ALL" I am happy, and I did write a review on here last month giving details on my experiences so far. From the bad reviews I am reading on here seem to be mostly with the basic feature phones and not from the Smart Phones, Except maybe the Samsung Intercept, Which thats there most crappy Android phone. So don't get that one. I am using the LG Optimus V and its a very good phone and probably Virgin's BEST phone. The $300 Triumph would have been there best but has to many issues, One of which is reception problems. Not to mention the $300 u have to cough up. Not worth it. I have had to call Customer Service a few times, Which I stated in my review I put up on here last month. But my customer service experience was good. So I have no idea why there are so many on here complaining about there CSR. I think part of the reason is these people calling customer service and then disrespecting the Rep or yelling non-stop at them and acting all "Ghetto" like. Another reason could be at the times during the day they are calling. If they are calling during NON-Business hours, Then I am sure all the USA CSR call center is CLOSED. Go figure, LOL. So you are for sure going to get an CSR from India or China. Another complaint I have read on here has to do with Virgin Mobile "Stealing" your mins or charging your credit card more then once after paying online through there website. Like I said, I have been with VM for about 5 months now and I have experienced neither issues. For the RECORD, My bank card is ON file in my VM account but NOT set up for Automatic Payment Withdraw. I would advise you to NOT give VM access to the Auto Pay. I have heard issues about that, But only if you give VM the Authority to charge your bank card each month on the due date. I OPTED OUT of that but have my card on file. Five months later and NO issues. Now I DO agree that VM/Boost Mobile's coverage does lack in ALOT of the county, But in most Metro Cities and Interstates your good. ALL Sprint MVNO's have this issue, cause for some reason, Sprint will NOT allow Roaming onto Verizon's towers like there Post-Paid customers have. I DO understand that this is Pre-Paid service, But even T-Mobile, AT&T and Verizon MVNO's have access to Roaming. Either at an extra cost or free. Even Metro Pcs and Cricket offer roaming at an "Extra" cost. So why not Sprint MVNO's? Other then that, So far for $35 a month for an Android Smart Phone and service, I can't complain.

lesakins23

{ 01/04/2012 }

they suck i paid my phone bill and then i went on to my bank account and they charged me so i went and bought other things then i checked my balance later to see what it was and it was lower than i expected so i look to see that virgin mobile charged me twice this month and ive never been late on a payment or anything so why they chrged my credit card without my permission i dont know i sent a message to them telling them that if they dont refund my money i will sue them most of the time when phone companies see the word sue they do what you want them to do well see what happens if they dont refund my money i will be suing them and i will win

Viki

{ 01/03/2012 }

I purchased a Virgin phone at Radio Shack and returned it a day or two later. I was not able to make a single call, even to their customer service. Even RECORDING my greeting was impossible. Something was wrong with the phone apparently, and something is WRONG with Radio Shack and Virgin. Although I was not able to make a single call, I LOST OUT - like a donation to a charity or some such -- on $45 hard-earned bucks. I have to file my complaints endlessly and go to small claim court to retrieve the money.

GNA

{ 12/29/2011 }

HATE THIS PHONE! drops calls and the phones is always breaking up!!!!! going to metro!!!

Danielle

{ 12/28/2011 }

I would give them zero stars if I could - and I never even got to try their service!

I bought a Kyocera on their website over three weeks ago and paid upfront. I live in the mountains and all mail delivery is done via PO Box here. I entered my PO Box into the checkout form with no problem and submitted. Order received, and assumed I'd have the phone in 3-5 business days.

One week later, there was still no phone, so I emailed them asking what was going on. Three days later, they respond telling me they can't deliver to a PO Box.

Ok, but when were they going to tell me?

So, I re-submit with a physical address.

Three days later, they tell me they've submitted my ticket to the "Distribution Center." I don't know what that means. Did they ship it?

I wait two days and call. The man tells me he doesn't know if they've shipped it or not because he's not the distribution center. I tell him I refuse to get off the phone because it's been two weeks since I paid and I want the phone shipped immediately. He says no promises, I say I want a refund.

He says there are no refunds until I physically have the phone. WTF?

Finally, he tells me the phone is shipping that afternoon. Happy, I hang up.

One week later, I get an email saying my order was cancelled because they can't ship to a PO Box.

Livid, I have my husband call because I know he'll be a lot nicer than I.

He speaks to someone who says the second address I provide doesn't exist, which is interesting because the people living there have for almost 20 years and the house has been there twice as long. Virgin refuses to ship the phone to a nonexistant address.

My husbands asks for a refund. They say they will refund in 24-48 hours. It's been 24 hours. I have seen nothing.

DO NOT BOTHER WITH THESE PEOPLE. THEY WILL STEAL YOUR MONEY. They cancelled my order but didn't issue me a refund? Shady business.

Kevin

{ 12/26/2011 }

I have gone through att tmobile metro piece of shit and virgin mobile being the best of all has stuck with me. im on the 25 monthly plan its perfect and simple unlimited data and text including pix it does give u 300 min it seems like a little but no one calls these days everyone texts so its perfect its always 25 a month every month its not 27 99 or 30 plain simple 25. i think now its 35 but its still good

Chris

{ 12/22/2011 }

Best deal there is! For $30 plus about $2 in taxes I get 1500 minutes/1500 texts a month, something I'll never come close to using ever but it's nice to know I'll have enough of both every month. I bought the LG 200 for $50. A good looking, light but comfortable cell, similar to blackberry. Meant for talking and texting which is exactly what I wanted. I have I believe 30MB of net a month but I don't use it.
Everything is great except one thing which is why I give Virgin 3 stars and not 5. COVERAGE. I'm in a "best" coverage area and when it's just partly cloudy I have only 1-2 bars out of 6. I still have my flip Motorola phone with Verizon service for another few weeks or so, currently that's sitting at all 4 bars for coverage. I was fine with Virgin's coverage area because the 100k city I live in is mostly in "best" coverage and the only traveling I do is mostly by interstate and those are all covered, but as of the 7 days I had my Virgin phone and coverage, most have been partly cloudy and over half those days my bars were 1-2 of 6. Hopefully coverage gets better. But again, nothing beats 30 a month for what I get. I've been paying Verizon and ATT 100+ a month for years for smartphones I never really needed, been paying 42 a month just for a emergency 250 minute plan to end my contract with Verizon so I don't have to pay their ridiculous termination fees.
As long as coverage is acceptable I will be staying with Virgin, if I begin to get dropped calls and bad reception on a regular basis I'll be looking for a new service. But honesty, the 4 BIG carriers have basically cornered the coverage market therefore one really wouldn't have a choice but to go back to the 50+ month plans through them for just talk and text or 100+ for data plans, if the prepaids like Virgin and others become inferior in coverage.

Laura

{ 12/22/2011 }

I have had VM for about 6 months now. I have the MOTO Triumph the service is sketchy to say the least. It took about 3 days to get my phone activated due to NOBODY in customer service knowing what they are doing (and most speaking hardly any English) I just wanted to port a number from another sprint carrier and ironically that's what made it hard. Go figure? I have had spotty service on occasions and even lost service for a whole day for no reason. And when I contacted customer service I was at first told that my phone needed replacing they never got on that so I called again and was told a tower was down in my area and to wait 4 hrs and call back so i called back again and was told they did not know why it wasen't working but that i would get 50 bonous minutes (that's great except you cant use those with the beyond talk plan!) 3g is always fluctuating and is very slow. when I am at home or school I just connect to wifi its faster. I'm completely disappointed with the phone itself as well it is cheaply made and it shows! The touch screen and home buttons are slow to respond and the phone freezes all the time! Waste of money for that phone if you ask me.

But in the same breath I can't argue with the price! I was in need of unlimited text and data for video chat so for 60 a month I can't say a thing. I mean it slows down about mid-month (prob. data capping) but even so it usually goes thru without a problem.

Payment on the other hand is just annoying! Top up cards are the way to go and I usually use the website because when the 3g on your phone drops off of their own website (lol yeah i know) your payment won't go thru.

For young people like myself on limited income it is a good alternative to pricey contracts but just be aware that it is PREPAID and after having prepaid with several different carriers I can honestly say lower your expectations because you are dealing with subsidiaries not the major companies direct.

Good luck :)

Richard

{ 12/20/2011 }

Bought a LG Optimus V at Best Buy 04/08/11 went to top up 3 days ago with the top up card as usual wouldn't let me online to do so. Went on computer wouldn't let me in account. So called them gave all info guy couldn't find account gave him the MEID he was trying to set me back up. My account was flagged for fraud alert(claiming phone stolen) WHAT? Nobody called phone in stolen! I had to scan copy of receipt added phone without cover. Since that lie was shot down with my proof now claim credit card on file did charge back for fraud that's strange there is not, never has been a credit card on file with them. Always used Top up cards! I'm not going away like they want me too. I'm fighting them all the way! This is their screw up so I have a $35.00 top up card sitting here, a phone I can't use. They just keep lying, lying, expecting you to keep jumping through hoops! I'm suing them in small claims, I've reported them to the attorney generals offices, other agencies! I'm not just going to go out, buy another phone like they are trying to force me into by locking my phone out. Go with Straight Talk or Boost these Scammers aren't worth it! I loved their service, was the first to sing their praises until 3 days ago. Beware.

Don Johnson

{ 12/20/2011 }

I had their service and it stopped working and they could not fix it. They took all of my balance.

Barb

{ 12/19/2011 }

I've had VM for about 8 months now. I use an Optimus V, it's my 1st smart phone. Is it as slick and speedy as my friend's phones who are locked into a $100/mo plan for 2 years? No! Does it do everything I need? Yes!

I've seen a lot of bad reviews regarding customer service. I've only needed to contact them twice. The first, to get my phone activated. It was quick and my phone was running within just a few minutes. The second because I forgot my password - argh! They asked a lot of questions to verify who it was but again, customer service was fine and helpful and soon I got the information I needed to be up & running again.

If you're looking for the latest - gee whiz gizmo, go with a contract and the high dollar phones. If you're looking for something much cheaper, I'd highly recommend VM and the Optimus.

Kim

{ 12/16/2011 }

I have been a VM customer for years and reallyy have no complaints other than being unable to download videos, music, games, etc. From anyone other than VM. It really isn't fair to have a smartphone and not be able to use it..

Travis

{ 12/11/2011 }

I really dont have any major complaints about the company... and the few ones i have, I really dont feel justified in complaining about (like shotty web service) when im only paying $25 a month. I read alot of comlaints and the only thing I agree with is bad customer service. But again Im only paying $25 a month, and yeah if you pay $50 or more with another company youll get better things.... but like my mom always said you get what you pay for

Rebecca Holland

{ 12/11/2011 }

Great products but terrible customer service. I bought a Peel and was unable to connect it to my ipod...neither was anyone at customer service. After about 30 min on the phone they just suggested that I return it.

Robert

{ 12/10/2011 }

You must be kidding about the web site being for those under 20 yrs. old! I'm 59, almost 60 and I didn't/don't find the site confusing in any way. Maybe you have a low opinion of older people or you have an inflated opinion of younger ones. OMG, I even understand Wifi, bluetooth and all the technical stuff, what's with that?

Sean

{ 12/08/2011 }

It seems that 99% of the negative reviews are because of Bad Customer Service or Lack Of. I have been with Virgin Mobile for about 3 months now and overall I am pleased with the service. I am using the LG Optimus with the $35 plan. I have only needed to call CSR twice. Once, To activate the phone. The second time was also to activate again the second month. Cause my credit card on file would NOT work for some reason. So I called and they took care of the issue within 2 mins and I was back up and running. So both times having to call CSR where problem free for me. The phone itself is a very nice Android powered phone, Although Android 2.3 would be nice. But 2.2 is just fine, No complaints. I'm not going to tell a review about the phone, Just YouTube it. Virgin Mobile runs off of the Sprint 3G network and coverage/3G service is good in my area (Metro Atlanta).

The only Cons I can think of at this moment is with Lack of Coverage and 3G speeds. Virgin/Boost Mobile run off of Sprint's "Native" ONLY network. So NO roaming onto Verizon's towers when outside of Sprint's "Native" coverage like there post-paid customers do. This could be a problem if u live in the boonies like my In-Laws do. Which is about 50 miles north of Atlanta in the north GA mountains. But Verizon and AT&T both have good coverage up there. I wish Sprint would allow its pre-paid customers access to its roaming partners at an EXTRA cost. Say like .20 a min. Metro Pcs and Cricket both do this. So why not Virgin/Boost Mobile? The second con is with there 3G speeds. During peek hours, 9am-9pm, the 3G speeds aren't that fast at all. On average, I hit between 400Kbs - 700Kbs only. Which is hardly enough to watch YouTube videos smoothly without buffering. You can forget about HQ videos off WiFi. But during non-peek hours, 9pm-9am I can get up to 2.1Mb down. But average between 700Kbps-1.2Mbps.

So like I said, Overall I am please with the service and phone. And for only $35 a month for service with a Smart Phone, is worth dealing with the few Cons Virgin Mobile has.

Karl

{ 12/06/2011 }

It's true they steel your money! The are criminals. I am out 149$ for the phone i bought up front. As long as I live the the Virgin name brand will be dirt in my book. and I plan I warning everyone I can. Why would an international company soil their image so?

Sandra Lee

{ 12/05/2011 }

I don't get all the negative reviews re customer service. I've been a Virgin Mobile Customer for 5 years and any time I've called they've been very nice and helpful. This morning I called because I had been without 3G for 24 hours. The representative helped me reset my phone and it's working perfectly now. Anytime I've had to call I've had a very positive experience. If anyone is considering Virgin Mobile, don't believe all the naysayers on this site. I think people are most like to give a review after a negative experience which skews the numbers.

Diesel Man

{ 12/04/2011 }

I had an issue early on when I first got my optiums V when the first introduced it. Science then I have not had any issues my my 3g. Voice calls are clear, customer service for me has been fine since I started using the facebook email. My phone broke by way of mfg defect, VM overnighted me a replacement phone free of charge, credited me a 1 month of service. So myself personally I have no real issues with them so far. My whole family is no on boost mobile and im on VM we have not had any issues. USE THE FACEBOOK email they are really good at getting back and geting you the right answer. Just dont go off on them as that as in anything in life wont get you any where.

Co

{ 12/04/2011 }

I've been with VM for over 1 year now and have had no more problems than with any other carrier. I don't understand all the complaints about customer service - the 3 times i've had to call them they were very helpful and had my problem solved quickly.

Virgin Mobile

{ 12/03/2011 }

Virgin Mobile has the worst Customer Support I have ever seen!
On Cyber Monday at 9:15PM I went to the website and found several phones at 50% off. I wanted to buy 4 sale phones for my family for Christmas. Every time that I added a sale phone to my cart it showed up at the regular price, which is false advertising. I emailed Customer service and explained the situation and received an automated response telling me that it could take up to 72 hours to hear back from a representative.
On Wednesday I received a response from Customer Service telling me that the sale was only for Cyber Monday and that they could not sell me the phone for the advertised price and that my web browser needed to be refreshed to display the correct price. I called the Customer service number and asked to talk to a supervisor to straighten out the misunderstanding. The 3 Customer Service representatives I talked to refused to give me their full names or their supervisor’s name. Each one of them put me on hold for over 30 minutes, 3 hours total between the 3 calls and deliberately hung up on me when they said that they were transferring me to a supervisor. They have been giving me the email run around for 6 days.

I highly recommend NOT giving this shady business any of your money!

Virgin Mobile

{ 11/30/2011 }

Works great in the DC area.

Optimus V and loving it.

Tom

{ 11/29/2011 }

They are HORRIBLE! Horrible customer service.. it is like that tv commercial with the "this is Peggy" guy. I got bounced around to different people. I could hear people laughing in the background. They are false advertising!!! They have 3 phones on their web site that say half off but they are full price!!! THEY SUCK!

marcelo

{ 11/28/2011 }

Virgin Mobile has a terrible customer service , and the worst coverage of all others . If you live in Land o Lakes , Fl you will regret having Virgin mobile.

Fabian

{ 11/26/2011 }

I could not activate my LG Optimus V with my Minute2Minute plan, even with a Virgin Mobile manager on the phone.

I have been a Virgin customer on the Minute2Minute plan since 2003 and my emergency phone started acting up the other day so I went into a target and got the cheapest phone I could find which was this one. On the shelf, all the stores these days have only touch screen phones and so I got this one for a half a benjamin. Long gone are the days when you can find a cheap $15 phones on the shelf to do a quick phone swap.

There are millions of persons who use Virgin as an emergency phone and they all pay their monthly amounts like good little sheep, most folks never once complaining.

Virgin is pissing off it's longest standing customers by forcing them to upgrade their emergency Minute2Minute plan because the only phone available require data plans.

Today Virgin has a phone line-up of about 15 phones and if you look closely, they keep dumping the phones which work on their legacy plans.

All I need is an emergency phone and I already bought this one, don't know what all the customer service games are about locking in almost all their phones to the more expensive plans.

In the description of this product, it says "With Virgin Mobile, you can pay only for the calling time you use." This is not true since you have to use a Beyond Talk plan which will bill you a set amount even if the phone is turned off all month. At least with the Minute2Minute plan, you knew your dollars were banked for when you actually made a phone call.

YH

{ 11/16/2011 }

This servce is a last resort kind of thing. The company steals money from your account when you put money in before you plan is due. I liked the fact that it was $25 per month but it's not worth the cheap plans
a note: i've had virgin mobile for about a year or 2

Timothy

{ 11/16/2011 }

Their customer service is poor. I was call them that i dont happy with my phone with Samsung Intercept. As i request them to switch with different phone with LG Optimus slider. Since it was under 30 days. Guess what it never solved since Oct 27 to now. They are avoid and make some excuse now as they said will send me pre paid postage for old pager to be return. It never happen yet. It really poor service. As i do like Virgin mobile's plan with unlimited data but not peasure with their customer service.

DP

{ 11/15/2011 }

THE WORST CUSTOMER SERVICE EVER!!!! YOU MAY HAVE TO EXPLAIN YOUR SITUATION 5-6 TIMES BEFORE YOU CAN GET YOUR PROBLEM/QUESTION RESOLVED

Travis

{ 11/14/2011 }

Sold refurbished phone for prepaid plan. Phone does not come with battery, an important detail I had not read anywhere on the website. Wow, that's really lame customer service. I hope their marketing department isn't getting paid much.....

richard granado

{ 11/12/2011 }

service sucked!! i called to get my 100 bonus minutes and the customer service lady was absolutley no help. NO STAR RATING.

Jay

{ 11/10/2011 }

I want to warn people who use virgin mobile, watch you billing virgin mobile charged my mother $1.75 for call toll free directory assistance mind you its a toll free call (mobile or landlines) if you have unlimited, 1200, 300 min it doesn't matter your gonna be charged $1.75 if you call 411 or 1-800-555-1212 for which the airtime read 0.00 it took me 30 min of yelling and pointing out their failure to disclose that fee for a toll free number before they issued a refund. They did how ever issue a 30 mins free airtime credit because of the 30 min I wasted on the phone with them because of their own "accounting and legal error" in times like this $1.75 for a toll free call adds up and that type of corporate behavior in times like this shouldn't be allowed. Other then that they haven't given her any problems. Thanks for reading.

cheapskater

{ 11/08/2011 }

0 Stars! STAY AWAY! Purchased the LG Rumor Touch because of the navigation, social networking apps, emailing, web browsing and texts features on this phone. Second day using the phone, find out that the navigation feature was a separate monthly charge - which was misleading advertising. First week, found that all the email provider apps didn't work, with the exception of the IMAP/POP account. Second week, the social networking apps stopped working as well as the browser. Emailed customer service and was told the network was being upgraded and that I'd be emailed to "reset" my phone and all the apps would be usable again. Two weeks passed, I contacted customer service and the social networking apps are no longer available on the phone, and no surprise, but the photo uploading app was also cancelled. Their solution was to for me to use their browser, ignoring my complaint that the browser didn't work - so basically I was compensated with NOTHING. I'm out of a chunk of change for a phone that barely does a 1/5 of what it was advertised to do (Hello BBB, I'd like to file a complaint of false advertising). I could have bought a cheaper phone and a cheaper plan.

Jason

{ 11/08/2011 }

In this day of ever worsening customer service, Virgin Mobile is leading the charge!

Griffin

{ 11/06/2011 }

It is possible to have no stars? Even one star implies there is something good somewhere. My complaint is about service and support--really echoing what thousands of others have said. There is just no way to talk to anyone in authority to resolve a problem. I realize that is how Virgin keeps their costs low. They need for customers to 1)either not have problems, or 2) solve them without talking to a human. The crazy problem I have is this: I wanted to buy a new phone. Upgrade. I was not able to find a way to take my existing phone number with me. I think probably this is because I choose to be on Virgin's lowest, low cost, no contract plan--which is $20 for every 3 months. Now that is super cheap. Maybe it is too cheap for Virgin to adequately serve anymore. Therefore, they don't offer me any help in changing phones. I actually feel sorry for the guys at the other end of the 800 #. It's not their fault. I even had one guy acknowledge that Virgin's service and policies are pretty poor.

Graham

{ 11/05/2011 }

I used to have Sprint service but was completely sick of them charging me extremely outrageous amounts of money for terrible service. I always had issues with Sprint and their customer service... and their insurance plan was just a bunch of BS. I bought an LG Optimus for $99 on sale at Best Buy and bought their 2 year replacement plan with it. For $35 a month I have had absolutely no problems with the service so far. I buy all my top-ups online and haven't been double charged or anything so far. I get a better signal than I ever did with my Intercept on Sprint and my data speeds are faster than they were on Sprint too. For $35 a month compared to $100... I think I'll stay with Virgin Mobile.

DM

{ 11/03/2011 }

I am in Queens NY and Virgin mobile said my area had "excellent" service but I had no bars, they put me off for 7 months with nonsense. The Optimus V is a cute phone but slow and 3g was on and off. I had no bars for service. Teh customer service is very veyr misinformative and extremely frustrating. they sadid they were going to get back to me in 2 business days but never did. They lied and said they were going to scredit me and give me one month free while I wait to hear back adn than lied about that and never did.

Tammy

{ 11/01/2011 }

My husband and I have been with VM for about a year and love it. We had been with Verizon and paying a fortune for phone service only. This is perfect for us -- 300 minutes each, unlimited texting, and unlimited web (and NO contract). The only downfall is coverage is limited in some small towns in the midwest.

Decent.....

{ 10/28/2011 }

Pretty decent. I had VM for probably 6 months, and didn't really have any issues. The reception was always great (they run on the Sprint network) and customer service was pretty good. The only issues I had was my card being charged and not getting my minutes. But, a quick call to customer service fixed the issue. The issue I realized was you need to pay for your service at least 1 full day prior to your service expiration date if you're on a monthly plan. As long as you do that, you won't have any issues. Despite the other reviews, I found their customer service to be pretty good- the rep always knew how to fix an issue quickly. No real complaints here.

User86

{ 10/20/2011 }

I just got a phone with VM and if your cheap like me I gotta say its the way to go. Using it for only emergencies does the job. Nothing fancy. No texting or web surfing just plain ol' talk'n when I need too. 20 bucks on paylo is also an eye-popper and gets refilled every 90 days [3 months]. If your looking for something better VM is not for you.

Steve

{ 10/20/2011 }

Virgin Mobile has a variety of options for cheapskates like me. Nice phones as low as $20. Plans that mix talk/text/data for $30-55. What sucks is their customer service. I have had several issues including repeated small overcharges, and have tried to resolve them by email with the idea that email would give them more time research and find the answer. Yet every one of the more than half a dozen responses I received have had one thing in common: they have not answered the question I was asking. Sometimes I get incorrect info; sometimes they answer a slightly different question. I'm so frustrated that I'm considering switching, even though I'm happy in all other respects.

Linda

{ 10/20/2011 }

After being with AT&T for so many years, I was apprehensive about changing over. But I was paying $70 a month for 800 phone minutes, no data or messaging, and to upgrade my phone I would have to enter into another contract for 2 years or pay full price. I checked all the services out there and finally decided to give Virgin Mobile a try, since they use the Sprint network. I live in a very remote area of northeast Florida and do not get a good signal even with AT&T, which has gotten worse over the past year. I got the LG Optimus V and the $45 plan w/unlimited messaging and data and more phone minutes than I will ever need. I tried it out for a couple of weeks to make sure I was going to be happy with it and I LOVE my phone, I have great coverage, I have a data plan and messaging, WOOHOO I am a happy camper. So when I called AT&T to cancel he asked why I was canceling, so I told him what bad service I was getting at home and how much I was paying just for phone service and what I was able to get with Virgin for half the cost and he said I should have called him first and he could have given me the same plan for the same price! Bottom line is AT&T will rip you off unless you call them and complain. Who wants to do business with a company like that?? I LOVE Virgin Mobile and will stay with them FOREVER!!! Thanks for listening!

RICHARD

{ 10/15/2011 }

DO NOT SIGN UP!THIS COMPANY HAS NO CUSTOMER SERVICE.YOU CALL AND NOBODY UNDERSTANDS ENGLISH.

Gloria

{ 10/14/2011 }

Virgin Mobile is incredibly dishonest and sexist! I was lured into getting a virgin mobile phone by the promise of a no contract, $40/month plan. They promise $40 flat, no hidden fees, no surprises. Yet, almost every month I have a surprise charge. I've tried paying with my credit card, with their "Top Up" cards, via internet, via phone, and nearly every time there is some problem that causes me to be charged extra. They've charged me overage charges (though I've never once even gotten close to using up the 1200 minutes of the plan), they've billed my credit card twice, they've charged me and then not restarted my plan on several occasions (meaning they processed the charge and then told me that I have to pay again to restart the plan), and they've made up random "taxes" that I need to pay. What's worse is that every time I call, the person on the line is condescending, unhelpful, demeaning and is often not "able" to help me. Yet, when my boyfriend calls, 10 minutes later, the person who helps him is helpful, nice, and able to help him right away. The last time I called I spoke with two people (an employee and a supervisor), and I spent 20 minutes arguing with them about why they suddenly decided to charge "government taxes" and they spent 20 minutes telling me that if I did not want to pay taxes that I should contact my government. In the end they refused to help me because they said that there was absolutely NO WAY they could restart my plan without charging me these "taxes" as they are imposed by my government and they had to follow the laws of my government (note that they kept saying "your government" not "the government" or "our government" which really made me feel like they were hostile towards me because they dislike my government and they were the ones that had a problem with my government). Yet, 10 minutes later my boyfriend called and he asked them to restart my plan for $40 and they said "ok no problem" and done. He asked the guy, "sir, what is the amount that will be billed to the card?", "$40" he said. "$40 even, no taxes or any other charges?" my boyfriend asked. "No. $40 even" the guy replied. And I wasted 20 minutes of my time and got yelled at over something that my boyfriend was able to get done in less than 5 minutes and no one even argued with him. But, thinking back, every time I've had a problem with them and they can't help me, it's always resolved after my boyfriend calls. From reading other posts here it sounds like their customer service is pretty bad overall, but in my personal experience, there's been a significant difference between how they treat me and how they treat my boyfriend. So if you're a woman, be extra prepared to be treated like you are not a valuable customer and like no one cares what you have to say. Also be prepared to pay hidden fees.

John

{ 10/14/2011 }

So far so good. The LG Optimus V is fantastic. I simply could not justify paying $90 with Verizon or ATT for cell phone service...so this is working out really well.

Guest

{ 10/12/2011 }

I had VM for well over a year but temporarally disconnected my phone for a month due to low funds and was told as long as i reactivated within 90 days my phone and plan would still be there.When i called to reactivate it I was no longer in their system at ALL! After speaking with their so called supervisor he told me that they issued my phone number out to someone else and if i want to reactivate i have to pay 35.00 instead of 25.00 because that plan is no longer availible. He assured me there was no one else higher than him to talk to. Their customer service is horrible! I lost my phone number that all my family and friends have due to mis information that THEIR REPs gave me and now im SOL!
Verizon has a prepaid for 20.00 a month unlimited texting. since i dont use voice hardly ever i can add a few minutes that roll over if i dont use them. I will spend less than i did with VM. Obviously VM does not want or care about their customers so im moving on.

robert price

{ 10/11/2011 }

i recently bought mins threw web site,they charged me twice,on same day back to back,one for a couple cents more,the rep said there was no proof on there part so i shared my bank statment with her,then i got there att, they stole my money,i am persuing charges aginst the person that done this,mabey even trying to sue,im very dissapointed,i have 3 phones by them,consistantly,is this how i can trust there reps for buisness,just to say PISSED.

LAK

{ 10/07/2011 }

Is it perfect? No, but for the low price of $25 per month for 300 talk minutes and unlimited text and data, I cannot complain. I'm saving so much money versus the big guy carriers that I can never go back to non prepaid. And, yes, I've used their customer service with mixed, but mostly positive, timely, friendly results.
My LG Rumor Touch is great for texting with my fat fingers on the full slide-out qwerty keyboard, & call quality has been good too, especially speaker phone volume and clarity which I use all the time.
To be expected, service in rural areas is slower and lower, but I've nearly always been able to connect. City service has always been top notch 3G, which is good for the limited web/data surfing I do.
Speaking of coverage, the Wilson Sleek cell booster is the best 100 bucks I've ever spent. It nearly always takes what would be no or only one or two bars on the road & gives me four or five. With the home adapter kit & my new Panasonic TX-TGA420 home phone hooked up to the cell via bluetooth, I'm now making cheap long distance calls with excellent clarity from home!

Trish

{ 10/06/2011 }

I have had this service for 6 years and love it. They are GREAT in customer service and help. Very very few dropped calls. Keep going VM...

Sam

{ 10/03/2011 }

Sure. It's affordable. Sure, they're starting to get android phones. Sure, it might be a decent alternative from other expensive services. But I'll tell you right now, this service is absolute garbage.

I can never go online in my house, or many other common places. I get dropped calls everywhere. I can't send messages more than 20% of the time. I can't do anything a SMARTPHONE should be able to DO.

I'm honestly tired of VM and everything they stand for. Terrible customer service, terrible phone service, and terrible company.

JESSE

{ 10/02/2011 }

IVE BEEN with virgin mobile for about 3-4 years. and this is what ive learned.

Its a GREAT SERVICE if your tight on money. But there customer service is HORRIBLE. I top up with cards only now. DONT BUY A PHONE ONLINE ESPECIALLY DURING THE HOLIDAYS. it will never come on time and they customer service really cant help.
Its A GREAT PHONE for your kids the unlimited texting is awesome. but i do get choppy service and the occasional dropped call. IF YA WANT A PHONE JUST FOR TALKING GO WITH ATT GO PHONE. im tempted to make the switch. but if you like to text and talk i cant find a phone out there that offers as much as virgin mobile FOR THE PRICE. this phone is GREAT FOR TEENS AND KIDS. if your a adult id spent the extra 10 dollers and get a different company and if you can afford the extra 10 dollers this phone isnt that bad. SERVED ME WELL. att go phone i think will be better. thanks. AS FOR THE PHONES I HAD 1 PHONE LAST 2 YEARS NVR BROKE I LOST IT. it was the cheapy 10 doller phone. little bastard nvr broke. i droped it and it split open but it together and it still work.. and i droped them from up a ladder.

ShyGuy101

{ 10/01/2011 }

Virgin mobile sucks! they scam you, and do not help you what so ever. SCAMERS!

Toni Shuck

{ 09/30/2011 }

Have had their phone for over a year now. Have automatic withdrawal for monthly fees. In the past 3 months they have withdrawn to much every month. Now they think I'm the problem. Needless to say I'll be looking elsewhere for a cell phone.

Joey

{ 09/29/2011 }

Today I found out that they have been charging me 35 cents a minute for years when I make toll free calls. Even though my plan is 10 cents a minute local and long distance. I'm switching over to Koodo and give it a try. they have a 45 dollar a month plan for unlimited calls anywhere in Canada.
I spent thousands a year on virgin pay as you go and they were ripping me off the whole time. Nowhere on their site can you find what calls you actually made and how much they charged either.

Carlos Sy

{ 09/29/2011 }

I have used Virgin Mobile for the past two years. I do not use a cell phone very often, and have found that phone companies couldn't care less about your satisfaction. There are no good choices, just some that are less crappy. Over the three years, Virgin Mobile has continued to change and rearrange their plans, and made them more and more pricey. Now that they got rid of all of their SMS plans, I decided to switch to PlatinumTel, which seems to have fairly reasonable rates. Also, the Kyocera phone that Virgin offers is simple sturdy, but has a lot of bugs, and the battery keeps failing.

Daveinlex

{ 09/28/2011 }

BEWARE!!!!
Their customer service representatives lied to me several times. I have a Motorola Triumph phone purchased 8-21-11. On 9-12-11 I contacted VM because my phone malfunctioned and would not obtain a signal. After more than 2 hours on the phone with various VM reps it was concluded that the phone needed to be replaced. I was informed that a NEW phone would be shipped to me within 24 hours. Being satisfied, I thanked the rep and got off the phone. 2 days later I called back since I had not received the phone nor had gotten the email conformation with the tracking number I was promised. The new rep told me that the phone was out of stock but I should have it by end of the week. Monday 9-19-11 no phone, no email. I called again asking to speak with a manager after 20 minutes on hold I speak with a manager and was informed that the phone was out of stock and that it was impossible to ship me a phone. I asked when a shipment was due and she did not know, I asked if she could transfer me to someone who would have the answer and she told me that she could not transfer the call. I called again 9-22-11 spoke with a manager and was told that the Triumph was a popular phone and they were out of stock but they were expecting a shipment on Friday and that my case had been "escalated". I called Monday 9-26-11 and was told that I should be patient and that I could call back on Wednesday 9-28-11.

I called today 9-28-11 and asked the CSR if I could order 10 new Motorola Triumphs for my business...Elaine told me to hold on while she checked the inventory. She got back on line and said that yes, she could ship the 10 phones out today. I asked her to transfer me to the supervisor and I explained to Brad my dilemma and he said that they were out of stock because my replacement would be a refurbished phone NOT A NEW PHONE. I have to wait until they have one and he had no way to know when....then he hung up on me. $299.99 phone less than a month old when I called with the problem. BEWARE!!!

I could have, should have taken the phone back to Radio Shack within the 30 days but messing with VM I lost the chance.

I was with AT&T for many years and I moved to Virgin Mobile because the price was better and AT&T customer service had gotten horrible. I have to tell you...my experience thus far with VM...their customer service is far worse than AT&T and I didn't think that was possible!

AQ in NYC

{ 09/28/2011 }

I've been fairly happy with my little phone--it was the one that came free with the deal. How's that for cheap. I don't need the web surfing, though it has some web ability, and I'm amused that every once in a while I can check facebook and even see Yahoo news or BBC headlines when I'm on a bus. I had an iphone for a couple years and don't miss the bills, though I'll probably get another smart phone this year or next. In short, for a 60% cost savings--I have the 40 dollar plan--I've only once run out of minutes and I've learned how to text and I feel like I've won the lottery.

Best Deal by FAR

{ 09/28/2011 }

Bought my virgin phone in april 2011....the first couple weeks was hell...but customer service was able to fix my web problems. After a rough start i can say it was well worth it to save HUGE amounts of money. Where can u get unlimited data (no caps), 300 mins and text for $25 a month ( im grandfather in old plan) its $35 now for new customers. Just make sure u got good coverage in your area before you buy!

Sean

{ 09/26/2011 }

So far everything has been great. I just bought the LG Optimus V from HSN, ($170 total but 3 flex pays of $57. Also came with rubber case and car charger). The phone itself is well worth the price, and service in my area (Atlanta) is good. Call quality is good also. Battery life is exceptable once you optimize it. I can go a whole day easy with moderate use. 3G speeds in my area are also good, I average around 550Kbs - 650kbs and during off peak hours it goes up to 2MB down sometimes. My biggest gripe with the service is, Virgin/Boost Mobile only use Sprints native network. Which anywhere other then a Metro city or major interstate Hwys, coverage is spotty. If you have Sprint with contract, you have access to free roaming (Verizon Network). Sprint disabled that with there prepaid phones. If Sprint would allow for paid roaming, Like Metro Pcs does, I would not really have any complaints. Sprint should just charge say $0.20 min. for roaming. Other then that I am happy.

JOHN T BURR

{ 09/26/2011 }

I tried switching from ATT to Virgin and after a week of frustration and expense returned to ATT. I got zero to 1 bars in my office--even though Virgin assured me I'd get excellent reception (with ATT I have 5). The whole experience was negative and I could not get a refund even after being assued I would.

Yeah Dog

{ 09/26/2011 }

Great so far. I bought an Optimus on sale at Radio Shack, took it home and activated it. Tried activating it first on the phone and got an error message, then went to the website and figured out that you need to set up an account first. Then it worked perfectly. It really wasn't that difficult.

Call coverage seems to be as good in my house as my Verizon work phone. 3G coverage is spotty at my house, but around town it's fine. I know the network isn't as good as Verizon & AT&T, well aware of that going in. I was actually surprised at how well my speedtest.net results were. I haven't had to call customer service yet, but my expectations aren't that high for $35 / month. I figure we'll get through it.

Bottom line, if your expectation is to have a beautiful 20 something american smile and hold your hand while you struggle through the most basic troubleshooting of day to day issues, then you need to go ahead and sign an enslavement contract with one of the big 3 carriers. Me, I'll take the $50+ per month savings along with my wits and a little willingness to work things out and be quite happy.

Trash Service

{ 09/25/2011 }

I got VM because I was in school and needed something affordable. Getting the thing activated is a job in and of itself. The customer service menu really gives you the run around and it takes a ton of guessing to get to an operator. They take forever, they have billed me twice before, my calls are constantly being dropped (it happens to me every day without fail), their selection of phones is pitiful, my reception in my hometown where I bought the phone is awful, I could go on and on really. I stayed with them long enough to really give them a chance and at least use the phone for what it's worth. I'm getting rid of this crap next month. DON'T DO IT! Oh, and I recently received a VM message stating that if you want to change your phone number, they will be charging $10 to do it online and $15 with a live advisor. Ridiculousness.

Sheesh

{ 09/25/2011 }

What you must know about how to "Top Up"!!! If you go to their web sight to pay them STOP before you select "Pay Now". I just learned I would have to look for "Top Up" and select it first. I have been paying for multiple months at once, and just learned that every payment made online has gone to pay by-the-minute charges, rather a more econamical monthly plan payment. Very Deceptive. Got no special paperwork about how paying works. Never got a phone manual either. If I get satisfaction in my work with their customer service dept, I will update my review, but want to warn everyone today and maybe save someone some money and blood boiling.

Former Customer

{ 09/23/2011 }

It is nearly impossible to cancel a Virgin Mobile account. Never agree to automatic billing. They will not refund your money--even after saying there will be no further automatic billings.

clarissa m

{ 09/20/2011 }

I bought the LG rumor and in less than a month, phone screen went black, called virgin mobile on the 10th and was to receive a replacement phone in 3 - 5 days. As of today the 20th I still don't have a phone and they keep giving me the run around. Those customer "no" service in india or where ever they are located half of the time have no clue what they are doing and each time you call they tell you a different story. Other reputable networks are now offering pre-paid services and even cheaper, and of course I am switching, atleast if I have a problem I can walk into their store and speak to a live person rather than dealing with morons over the phone

Stampee

{ 09/20/2011 }

I rate this company ZERO stars. I have been with them for 8 years, and have had nothing but grief the past year.
Their website is the PITS. I am a web page designer and have run my own internet hosting company for 15 years now. I have never seen such a mess of a website. Plans are impossible to find on their site. They constantly keep putting me into auto monthly payments. I deselect this option and the next month I am on AUTO pay once again. Deselecting auto pay brings up 4 pages of WARNINGS I have not selected auto pay and the world will end because of it. I continually have to keep entering my credit card information, even though I use paypal to make my payments. WHY? whom are they selling my credit card info to? Why must I keep updating my information every single month? This month I somehow had $13 credit in my account. Dont ask me how it got there. I certainly did not make a wierd payment like that. GREAT YOU SAY? wrong. You can bet they will charge me for this in the near future. Going to my account it does not show ANY payments this month, even though I just made a $10 payment.
I could go on and on about their deplorable billing system.
Their actual phone system is terrible also. Continually people leave me messages and my phone does not show me having any messages. Than a week later I will find a message waiting. I guess they have some sort of time travel feature? People will call me and the phone will not even ring! Once again, is this some sort of un-known physics? if you think this is just my phone. 3 other Virgin users I have talked too all have this problem. I once had a message come thru 3 months after the person left it. The only reason I have put up with these assholes for so long is their paylo 400 minute plan for $20 is the cheapest I have found of any company. Is it worth this kind of grief? You will have to decide that for yourself. I am done with these shitheads. I am switching to a new company. Oh yeagh, one last thing. If you like to talk to cutesy sugery smooth reps in other countries, that do not do anything but lie thru their teeth, than this is the company for you. Maybe call virgin if you are having a bad bad day and listen to their Muzac and lovely sounding reps. DONT call them if you expect any actual action to be taken.

stanley

{ 09/18/2011 }

virgins web connectivity is un balievable,sometimes when you go on to the web it cant even load that page because its so slow.it even freezes while its loading a video.

Pete

{ 09/18/2011 }

The service is ok although the coverage is limited to the Sprint 1900mhz network. The billing system is mess so only use prepaid PINs to avoid them double billing your credit card . The phones don't seem to last . Customer service is mediocre, Lastly, the value of the service for me was lost when they increased the rates on my monthly plan form $25 to $35 .

NOT HAPPY AT ALL

{ 09/16/2011 }

STEALING MY MINUTES!!! everyone please read...
deceptive!!! you better keep real good track of your minutes (unless your phone actually has a calls log that will show you EXACTLY the time duration of your calls including the seconds - incoming & outgoing!! cuz my Samsung Intercept does not!!) because I bet I'm not the only one!

Summary: I installed a "minutes tracker" app on my smartphone and low & behold... my minutes used counter kept showing 1 minute longer than my actual time on calls. I know they round up so if I talk for a minute and 45 seconds... I will "use" 2 minutes, right??!! WRONG!!! My call log on the internet kept showing an extra minute. Like the 1.45 call... 3 minutes were taken away?!!! I don't have to be a genius to figure out that when you round up 1.45, it's 2 not 3!!! I have called customer service on this several times since I have actually been keeping track (since last week) and keep getting the run around. The 1st time I called was a few days ago. The man kept trying to tell me the usage was correct and I can see it on the website... DUH that is how I KNOW they are charging me more than what I am using. I got a little mad and explained slowly so he would "understand" and he said to keep track for a few days and if it keeps happening, call back and they will open a troubleshooting ticket and investigate and "apologized for inconvenience". OK I gave them a chance. Called back yesterday after again 2 calls I received were a minute more than my actual time on call - with the rounding factored in! Called back, said it was still happening. Man said he was going to open a ticket & investigate, give them 24-48 hrs & call back for status. Also wanted to know what the phone # was that this was happening on. I do not use my phone often (actually barely!) so the only one I could tell for sure this was happening on was the 1 person that I actually talk to. Did not see the point in him having this info - since it is on the website anyway but OK I'll oblige! Gave it to him. Got a call this AM from someone else and was on the call for a total of 45 seconds. I waited a while and checked the internet log on my account & once again, not 1 minute was gone but YES 2!! I called back to get status because obviously the problem has not been fixed. I got a little irate when the man said there was no ticket in the system!!! R U F-IN KIDDING ME! HE once again tried to tell me I can look at my usage online and see how long I was on the phone. I became furious and told him their system is incorrect and they better fix it quick because i was tired of getting minutes taken away that I am not using. All the while, having the rounding up factored in!! He said he would open a ticket to investigate, I was told yesterday that one was going to be opened so I guess we'll see. Oh and this time he said it will take 3-5 business days. Wow, policy changes quick! Yesterday I was told it would be 24-48 hours! HMMMM!!! I do not have the unlimited talk plan so yes this is a big deal to me, as it should be to everyone! BEWARE!!!!

Devon

{ 09/14/2011 }

worst service ever. I thought it couldn't get worse than some of the other carriers I tried, but I was wrong. This bunch is nothing but a bunch of crooks.
Every time you call you get a sugary voice from another country telling you, "No. You can't get a refund for the device you returned." After you argue with them for fifteen minutes, they will say "Yes. You will get a refund in 6 weeks." 6 weeks later, you go through the same thing.
Internet service has been out on phone for two weeks, they can't fix it. Answer from them "We have send you problem to corporate to fix. It will take 72 hours." 72 hours later, you get the same answer.
Paid $200 for phone, three months later, I am canceling acount, lost the $200 as they don't allow unlocking phones.

Wendy

{ 09/12/2011 }

I started my Beyond Talk service on August 1st that includes 300 minutes, unlimited text and data. For those of you who have never had their service you must pay for the month before your minutes will start over. On August 28th I paid for my September service. On September 1st my minutes didn't restart so I called customer service. The woman didn't want to help me and told me to wait until midnight. If I paid for my service I should be able to access my service. I asked to speak to a supervisor who apparently didn't exist. I called back and spoke with someone else. They restarted my minutes and thought everything is okay. Later, when I checked my credit card bill I found out that they charged my card FIVE TIMES. I had to call customer service which took over an hour to sort out. When I tried to contact them online I only got an email asking me to complete a survey.

TTFK

{ 09/08/2011 }

After several years of using Virgin Mobile, I am now planning on moving to an alternate carrier. This has nothing to do with the phones themselves, of which I have owned many, from the most basic to my current Optimus. Rather, it is the host carrier coverage.

It seems that the few areas I need to use my phone the most, including my home and vacation cottage, are all Sprint dead zones. Meanwhile, my friends with Verizon coverage chug right along. After years of this, I'm ready to give up my $25/mo 300min/text/data plan for service that actually WORKS in my own home.

Pete

{ 09/06/2011 }

I have had Virgin Mobile for 6 years. I do have to admit that their customer service can be bad at times. Usually their reps don't speak good English. I've had many different phones with this carrier (get a new one every 6 mos to a year). Every time I have had a defective phone they sent me a brand new one no questions asked. Their prices are great and everyone puts their service down but I personally have never had a dropped call. I live in arizona so It's pretty good coverage here. I have had other carriers and IMO I'd say for the money I can't complain. My internet works just as fast as any of my friends on other carriers sometimes faster. I think some people just need to be a little more aggressive with customer service. They have always been willing to fix my problems. All in all VM is a great company with great plans at least IMO.

luc s

{ 09/06/2011 }

They double billed me. I got my bank to take off one the charges and put it into contest. The crooks at VM then got vindictive and will now only accept payment with a top up card. Use any service but this.

jjon

{ 09/06/2011 }

Pure junk. Run by a bunch of crooks. Truly the pits.

Margaret

{ 09/04/2011 }

I have a Virgin mobile cell phone and it was bought out by another phone company, I used to pay &20 every three months for 200 minutes, they now say I can no longer get this that I have to pay &20 every month, This is the last time I will pay anything, I will go to another cell phone company.What cell phone company bought it out? Please let me know why I am unable to get the same service that I had.

Kathy

{ 09/02/2011 }

DO NOT USE THIS CARRIER unless you are tight on money or completely inconsistent coverage does not bother you. I was enticed by the price but now I am beginning to think it is not worth it. The texting is failing almost everyday now and I am extremely frustrated. You really get what you pay for. All customer service does is tell you to reprogram your phone. On top of that, the internet is slow as possible.

Burt

{ 09/01/2011 }

@ wondersnevercease:
You might want to check out Tracfone.
I've had them for about a year and have had no problems.
Also have great reception and Nationwide coverage. I don't know where you drive your truck but I get great service even on I-80 across Wyoming.

elliott

{ 09/01/2011 }

if i could rate this company 0 stars i would all i have is problems with these people taking money from my phone from being charged wrong amounts for studio v to just money diappearing then arguing with customers service you get some of your money back then the next day it is gone again. WHAT ARE THEY DOING????? TAKING WHAT THEY CAN GET IF YOU DONT CALL THEY KEEP YOUR MONEY THIS COMPANY PLAYS GAMES. Please dont give your money to this company and maybe theyll go away

Chris L

{ 08/31/2011 }

I live in the Hampton roads Va area and was sure I would get a good signal with my 200 dollar phone I got from Target. It's not like I live in the mountains. I've had my phone for less than a week and I think I'm going to refund. When the hurricane hit i was patient when the phone didn't work. But now they say the issue is resolved but hey, my phone can't get a damn signal half the time. I'm not far from civilization. I've called customer service, who I can't understand half the time and they asked did i check the coverage map? YES I did, and it shows I'm in the coverage area. Unless you live smack dead in the middle of a big city, I wouldn't go with VM. Now i gotta tell all my contacts I'm changing phone numbers again.

wondersnevercease

{ 08/31/2011 }

this company has no customer service. i pay my bill with paypal they double billed me last month and this month. this month they double billed me refunded one of the amounts and then suspended my phone service and no amount of trying to get it resolved through their overseas customer service worked. I spent all day today from 3pm until 930pm trying to get someone to help. there is no management to talk to and when you email this company all i have ever received back is an email asking me to do a customer sevice satisfaction survey. so i was billed twice this month one fee was returned and then my phone service suspended and now i have no phone and they have my monthly fee. i am a professional driver i was stranded out of town today went to call dispatch and that is when i found out they suspended my service. it is now 10pm and they say they have customer service from 4am to 9pm pacific time but nothing came from me talking for hours to them. it is out sourced to another country and you never are allowed to speak with management or higher up to get help. I just ordered their optimus v phone but cancelled it if this is what happens? now no phone but they have my 60.01 cents for this months fee of unlimited.

Erick

{ 08/30/2011 }

Got the Optimus V which worked good at first. I've now been without internet for a month, my second month with Virgin. Out the door with them and Sprint. 25 bux a month just isn't worth the headaches with their lame service. I've been a sprint customer for over 10 years. Never again. ICYDK Sprint owns Virgin who's based in Europe. I can't imagine what it's like on the other side of the pond.

Alice

{ 08/30/2011 }

This is a honest review from someone who sold Virgin Mobile as a retailer. It all depends on the coverage in your area. I had dropped calls at home even though the coverage map showed excellent coverage, but when I am outside, I have better service. Even though it is supposed to be equivalent to Sprint service, I've always had my doubts about whether Virgin Mobile customers have less access to all of Sprint's towers. I also sold Sprint and had customers complain about having service and no dropped calls when they had a Sprint contract compared to Virgin Mobile phones where they have dropped calls and lack of service, but I'm not sure why this is the case. On paper, it should be equal to Sprint service, but it is NOT based on tests we have done. I know this has rarely been an issue for Boost customers. Another problem with Virgin Web connectivity that Boost customers do not seem to have is lack of connectivity at night- "data requests busy. try again later." The automated system is annoying, and it is hard to get to a live agent unless the customer knows the dealer support line. In terms of phones, the Triumph is a fully loaded phone that can compare to high-end phones postpaid companies offer. In terms of pros, the prices are great. It is hard to find similar prices at these costs, especially if you sign up for the lower limited plans. Overall, I would recommend customers to check the coverage first before purchasing a VM phone.

annoymos

{ 08/30/2011 }

never use virgin mobile. they have the poorest customer service ever!. they don't seem to know what thy are doing!

Terry

{ 08/29/2011 }

I am dropping Virgin Mobile like a BAD habit! I was on their 400 minutes per month for $20 plan and have never seen such HIDEOUS "customer service" anywhere. Do yourself a favor and avoid this nuisance of a company at all costs!

John Sielke

{ 08/28/2011 }

They claimed "EXCELLENT coverage in my area. Not true. Had NO bars in house, and only 1 bar outside, depending on where I walked. Numerous emails to customer service went unanswered. I called, and after being fed up with the voice mail garbage, finally got a representative, unfortunately, very marginally English-speaking. I tried to cancel my account, and was told that "that is a problem" because their servers were down. To avoid being ripped off, I cancelled my Credit Card. I was told "NO REFUNDS."

AVOID this outfit! I switched to Cricket for a little more, and have good coverage, friendly customer service.

KB

{ 08/27/2011 }

I'm about to buy the LG Optimus V. Heard nothing but great reviews for it and on sites like VM, Best Buy, and anywhere else you can buy the phone it usually gets 4.5 stars out of 5 which is great. Sure you'll have the few incompetent how can't figure out how to use it and the people who complain about every minor detail. People on here seem to be the same. Then again you can never really trust review boards on a product because 90% of the people who are willing to review a product are the ones with problems. If VM is working great for some why waste the time to rave about it. People who are bitter are also more motivated to diiss on a product. Some of the complaints on here are laughable. My buddy already has a VM phone and says it's pretty good. That's all I need to save about $35 a month by switching from ATT and I don't have a data plan and still paying $35 more. Suggest those with coverage problems probably should've gone to their website and use their coverage map BEFORE you buy the phone like a normal person would. Also, if you have problems with your phone like it freezing and battery life that's the maker of the phone not VM geniuses. For all the products I have ever used (not just phones) customer service has always been not a problem for me. I bet the ones on here who have had problems started the conversation on the phone with an attitude as if the person on the other end is the reason they are having problems. I've worked in costumer service and guarantee you the more lipy and attitude the costumer displays the less I care about your problems. Also, the great saying goes "a poor musician blames his instrument" I think applies to most complaints on here (not all but most). That goes for any "review" board. To judge an electronic product I usually look at Best Buy's website. On there the LG Optimus V has, like stated before, a 4.5 star rating. That's out of over 1500 reviews. I think that is a large enough pool to convince me to get it. that and for me to add a data plan with ATT it will cost me around $85 at least. All I want is to check my e-mails throughout the day and maybe jump on facebook once in a while. People who load their phone with a ton of apps are also the ones that usually have the most problems and that goes for every phone and every provider. Common sense people, don't be afraid of it.

Keith Currier

{ 08/27/2011 }

Virgin Mobile simply does not understand the concept of information security. I had a routine billing issue that caused me to submit an inquiry through their Web site. When the e-mail response came back, it contained both my telephone number and password. Anybody with that information can log into my Virgin Mobile account.

I wrote a letter to the CEO explaining that passwords are supposed to be PRIVATE. My password should not be visible to every Virgin Mobile employee, and certainly should never be sent over the Internet via e-mail.

To their credit, Virgin Mobile did respond to my rant. But, not surprisingly, they were not willing to admit that there was anything wrong with their security practices or promise to make any changes in the future.

Buyer beware. Don't use your Virgin Mobile password on any other accounts because you sure can't trust Virgin Mobile to protect your password!

Alex

{ 08/26/2011 }

If you want a better phone, you're going to have to pay twice as much with ATT or Verizon. I went for bottom of the barrel prices and have a functioning scrap heap quality phone. I paid about $80 for a LG Rumor about 6 months ago. I've been paying $25/month for unlimited internet and 450 minutes of talk. The cool thing about Virgin is that you actually pay just the $25/month. With the other companies the bill adds taxes and government fees. Virgin offers a couple of other phones. Better than what I bought but the selection is still weak. Currently, 7 phones in total. No Android 2.3. Currently, the best phone only has Android 2.2. The better phones are probably the way to go. My phone is ridiculous. The Virgin website leads me to believe my phone will surf the internet... with unlimited data to boot. In reality, some basic html browsing works. That's it. No streaming music. No downloading music. No watching videos. No downloading anything whatsoever. No Flash. No pdf's. Sites barely come through. Many errors. Basically, horrible web browsing capabilities. Think 1990's Netscape 2.1 on a phone. In fact... not even that advanced. At the very least, their cheap smart phone is crap.

I've had mixed response from customer service. They've put me on automatic credit card withdraw without my consent... But have switched me off after I complained.

In any case. The monthly rate is about half of most other carriers. It's keeping me loyal. I'm looking into upgrading to their more robust $300 phone.

I'm wondering what the future of this Virgin Mobile is. I've read that Android 2.3 allows for easy use of phone talk over Google's web based Google Talk. Paying for more minutes on a Virgin talk plan wouldn't be necessary if talking over Google's free VOIP service. Will Virgin ever offer a better phone than the outdated Android 2.2's? Virgin has only unlimited data plans. The plans range in price only based on talk minutes. With web based talking... Virgin could be royally taken advantage of.

Me

{ 08/26/2011 }

Has some good value if you can get a signal. Has some Grand Canyon-sized gaps in coverage. T-Mobile Monthly 4G and Page Plus are much better options.

Wllliam

{ 08/24/2011 }

I bought an optimus V three months ago. The coverage near my house is sometimes spotty, but for the most part acceptable. However!! Coverage outside my area is really poor. I will be doing a lot of traveling this fall and VM has almost no coverage where I will be. VM rides on Sprint, and Sprint has roaming coverage in most areas. However, VM does not provide the roaming coverage. I assume this is to keep there price low. However I would like an option to include roaming.

Larry Dillenburg

{ 08/23/2011 }

My Samsung phone went out and I contacted Virgin Mobile. They said they would send me a new one. All I got was a prepaid envelope to mail the battery back from the old one. I phoned them back up and they said then would resend. Never arrived. So far all I have received are lies and no phone replacement. If you do not have this service, do not get it.

kathryn parkinson-gee

{ 08/22/2011 }

do not touch these people with a bargepole...appalling customer service, nobody ever calls back about investigations..they take top ups on unlimited plan..the supervisors never pick up the calls when u request one...truly, dont waste your time or money you will come away extremely disappointed and aggrivated...

Janet

{ 08/22/2011 }

I purchased a Virgin mobile go phone with 1500 hundred minutes. This phone does not work, dropped calls. Calls that do not go through and the phone is difficult to operate. Not worth it.

michelle

{ 08/22/2011 }

I give it a 0, less than 1 star!!! this is THE worst provider. I have a Optimus V,LG Android,smartphone, $200.00 for nothing. the internet NEVER works, the live advisers{customer service}are getting paid to respond,scripted, to everything you say with, Im so sorry for the inconveinence. No you're not!!! I agree with another customer that they never provide an answer for your problem, I hang up and call back to speak to someone different just to see how inconsistent their answer is compared to the last person i talked to. DO NOT USE VIRGIN MOBILE. I wish that these reviews were going to make a difference. I even waited to speak with a supervisor. I just dont know what to say, i usually research products before i purchase them, wish i had done so with this purchase. And i dont ever write reviews but i had to do this.

Dean

{ 08/21/2011 }

I called and asked a representative if porting my number would increase my plan he laughed and said it would not. I did and know it has been increase to 35 I would not have ported my number if i had known this would happened.

This is what i get for customer loyalty.

PAT F

{ 08/20/2011 }

I ported my number from T-MOBILE almost a year ago now glad I did.The service is great no problems at all in the New Hampshire area.
I now pay 20 a month for 400 minutes. Only thing thats been going wrong now is my caller id is saying restricted when making out going calls hopefully Virgin mobil can fix it. Other than that excellent service! I will be porting my other number from Verizon wireless soon too.

vmuser

{ 08/20/2011 }

i have had my phone since April and it started out great i love the service but, for about to months now my messaging and mobile web havent been working to well.. but i still like the rumor touch and anyway i only pay 25 dollars a month

Joe

{ 08/20/2011 }

Absolutely horrible customer service. The reps all sound like robots and they give you wrong information (they told me my phone didn't come with a SIM card when it's supposed to). The agents in the phillipines don't understand what you're saying and they just seem to read from a script waiting to get rid of the call. The plans are the cheapest but VM needs to get some local real customer service agents.

shonda

{ 08/19/2011 }

I have been with VM for almost a year and I love the service. I have never had a problem with my phone or the customer service. I got tired of paying all that money from Verizon and the other phone companies. And yes I've tried them all.

dimitri

{ 08/18/2011 }

I just bought the LG Optima from Virgin and love the phone even though I have not yet been able to figure out the web on it. I had Verizon for many years and couldn't wait to drop them. I paid with Verizon over $150.00 for unlimited everything, Now i pay $55.00. Amazing! I give them a 5 star rating because for the price, they are exceptionally good in my opinion.

Abraham.c ramirez

{ 08/18/2011 }

Vm is GREAT!!! Its plans are exellent and the phones are not the best but what do u expect from a prepaid carrier, anyway the cons for vm is sometimes the internet is slow and it drops calls from time to time but other than that i recomend vm!

Adam S.

{ 08/18/2011 }

I tried out the service for months and really liked my service with them. Porting my number over, I have been out of a phone for a week, it was supposed to take a few hours, and up to 24 hours... Well, guess what, I called every day, promising me it will be ready in 2 hours... Still, nothing, hours later, I call... Another 2 hours!!!... Anyways, they are the slowest in resolving issues, I depend on my phone very much, I should have never relied on a company like this for important part of my business.

Dallas

{ 08/17/2011 }

Bought the Motorola Triumph and have no or limited coverage in our area. Tried to return phone after only 3 days and Virgin Mobile has given us the runaround ever since. As a business owner myself..THIS IS THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED!!! THEY ARE COMPLETE CROOKS! They also made unauthorized charges to our credit card which we had to file a dispute for the transactions with our credit card company. WOULD NOT RECOMMEND TO ANYONE!!!

Bill

{ 08/17/2011 }

We have two Virgin Mobile phones and they work Great! The OPTIMUS Smart Phone for $25 per Month is the best deal Hands down!My wife uses the M2100 and it works great, I just ordered a Mantra M2100 to replace my Straighttalk phone. We DUMPED NET10 And now Straighttalk because their NON service is NON Existant! There isn't enough space to tell you how BAD they are.
Virgin Mobile works great in Florida!
NET10 NEVER worked ,and their service is worse than the IRS hands down!
Straighttalk is the same company as Net 10 and Tracfone is the parent TURD!
35 days and 5-6 phone calls, over 4hrs on hold and listening to robots, STILL NO REFUND from NET 10!!!!!

Micah

{ 08/17/2011 }

Pro:

35 bucks a month(formerly 25 bucks a month) I get 300 minutes and I can surf the web and text till my heart is content

Cons:
Awful customer Service(Subtract a star).
There is an obvious language barrier, the voice prompts are confusing and the customer service reps are often times confused and dumbfounded

I am signed up for automatic bill pay but every month i have to call in to have them manually do it? Which means my phone gets cut off EVERY month at the day it is supposed to restart because they never automatically take the money out(Subtract a star)

Signal issue--Sprint has great coverage here in rural area but Virgin mobile's coverage is awful even though Sprint= Virgin Mobile(SUbtract a star)

And their is an obvious text delay as well sometimes i do not receive text messages at all. Subtract another star.

Joe

{ 08/17/2011 }

I am not a power user so Virgin Mobile is ideal for me. I need an inexpensive smart phone to keep my on time and entertained and I am b=very happy with my LG Optimus V. VM runs on the Sprint network and in my area the service is very good. Sprint can be spotty so if you know their service is not great in your area, VM won't be either. Customer service for me was fine when I needed it. If your expectation is that they will replace a full service carrier you will not be satisfied, but if you are looking for a less expensive option and are willing to accept some of the trade offs. I highly recommend Virgin Mobile.

Cathy

{ 08/16/2011 }

16 days and still no service. I bought a Triumph on July 31. It is now August 16 and despite numerous calls (all initiated by me) they still cannot get my service to work. They promised that it would be fixed in 24-72 hours, then 6 days. When I called after 7 days, they said they need to "escalate" the issue yet again. If I had not called, no one would have done anything. They said it should be taken care of in 72 hours. It is now about 100 hours later and still no word.

The level of disorganization is unbelievable. Every time I call, I need to explain the problems over and over. It must be routine for people to go weeks without service.

I really want to use the Triumph but even if they ever decide to fix my service, they have lost a customer.

Based on what I have seen, this company should self destruct.

still shaking my head

{ 08/15/2011 }

I had an Optimus for 36 hours before it failed completely. Took it back and received a refund but could not get a refund for the $45 plan from Virgin Mobile. Call center in Manila was resepctful but useless. Email to csutomer service was hopeless and to top that the post that I wrote for the Virgin Mobile website was rejected. Of course their ratings and reviews on their site are good. They reject the reviews that hit too close to the truth for their comfort.

donnamac

{ 08/14/2011 }

I've been with VM for several years and have had good luck with them, But looking into other providers. The VM phones are too expensive and Net 10 has the same phones with more options for less money. Have had a problem with them taking money from my account for the 4.99 a month text plan when I didn't authorize, I complained and they refunded my money.

Wolfe

{ 08/13/2011 }

If I could pick less then one star I would. I tried buying a replacement phone for my niece. Hers was stolen. After 2 weeks 20 phone calls and hours of time on the phone. I just added her to my Sprint account. If u want to be pissed off beyond belief and have people that barely understand English then they're for u lol.

S. Booher

{ 08/09/2011 }

If I could have posted no stars I would have. Purchased a phone from Virgin Mobile when my phone broke. I had originally purchased insurance on the phone but Virgin Mobile never made any of the payment so 6 months after I purchased this and my phone broke I find out I have no insurance even though I was mailed the paperwork for it. They could not provide an order number for the phone I bought to replace the broken phone 4 days after the order was made. However, they did have my $160.11 and could not find that either even though I gave them the information in order to trace the payment. Spoke with 2 customer service supervisors Lewis very helpful however Kristin was very argumentative and refused to let me speak with her supervisor or even give me their name. To date this has still not been brought to a conclusion but they have my money.

G.R.

{ 08/09/2011 }

Because virgin mobile has raised their prices, they now suck!! They were the best deal around ($25 unlimited web & email) for those that cared more about internet than talk. Now it's $35. And their internet service availability hasn't improved. Not exaggerating, their web service is - error: network down - at least one third of the time. Which for $25/month I could tolerate but not for $35.
But if your on a budget and only care about talk $20 for 400 minutes is a good deal. Until they raise their price on that too.

yagwit

{ 08/08/2011 }

Rumor Touch is a horrible phone. The $25 plan was great for my daughter. She doesn't talk much so the unlimited texting is nice. She runs wifi at the house & VM internet out. The net is slow. I'm please with the price point. Until she gets a job, VM is an excellent answer to my teens mobile needs. Each time I have spoken to customer service, they have fixed my issue. I even had the rumor replaced because the touch function wasn't working. 1 year warranty on a prepaid is nice. I had to pay out of pocke to replace my contract phone. Overall I'm happy. I think if I upgrade her phone will be long term customers.

Old User

{ 08/07/2011 }

The internet service (WAP) never works. You can download the right config package for your phone from Virgin Mobile's site but you will never connect to the internet since they discontinued that service for the fast majority of their customers (i.e. all the PAYG people). And they didn't tell anyone and still don't admit to it. Bad

Jan Peterson

{ 08/07/2011 }

I need a phone only sporadically - heavy around the holidays, one or two calls a month otherwise - and Virgin Mobile fits my budget; a cell phone is my only phone. However, Virgin's customer service is lackluster at best. Response times are very poor and advice is incomplete. Solutions do not address potential problems - if the advice does not work, you have to start all over with a new complaint and another 3-day wait for more advice. And they always, always have excuses; it's been that way since I started with this company.

Napper

{ 08/05/2011 }

Horrible customer service. Tried to straighten out a billing problem -minutes wiped out- and I felt I was taking part in a "who's on first" comedy skit and I was Lou Costello. Hard to understand their accent as they butchered the English language. On top of that the foreign rep lied to me just to get me off the phone. Just received an email and told I needed to top off more min.s when it was not scheduled for 2 more months and no bonus minutes were ever added. This is not an isolated incident but now a 3 strikes and you are out case. Bad history of poor cus service. I am dropping them immed.

T

{ 08/04/2011 }

Absolutely the worst customer service ever, impossible to understand and rude to customers. The positive reviews must be Virgin employees or those rare customers who actually got a phone that worked.
My experience with Virgin Mobile: It took 7 days for the phone to arrive, though I was promised 3 days. The first night, I tried to activate the phone, and it failed. I called customer service, and was told to call back in an hour because it takes time to provision the line. In an hour, their support line was closed.
Next, I called back the next day, and was told to call back on Monday because it was a weekend and it would take 72 hours to resolve the issue.
I called Monday, Tuesday, Wednesday, and Thursday. I got the same lies each time. We are sorry. It will take 24 hours to resolve. We will have somebody call you.
Tomorrow, if it does not work, I will return it for a full refund. Fortunately, that appears to be their policy for internet purchases.
I always thought Richard Branson prided himself on superior products and better prices than the competition.
Virgin Mobile is a complete failure in my book. I will not recommend them to anybody, and I will not use anything from this company again.

rman33

{ 08/04/2011 }

Virgin Mobile "Top Up" cards have an expiration date after which they become invalid.

These cards are purchased at retail locations and the retailer remunerates funds to Virgin Mobile as the cards are sold – not as they are used. The expiration date allows Virgin Mobile to pocket vast sums of money from the expired cards without ever having to provide the service that the customer paid for.

This constitutes breach of contract and may violate certain fraud statutes. There are no expiration dates printed on the cards nor should there be. The card constitutes a contractual obligation on the part of Virgin Mobile to deliver the services that have been paid for by the customer. If cards are allowed to have an expiration date then, in the case of an expired card, the customer is not receiving the goods and services for which he has already paid. This is the very definition of breach of contract. I am currently exploring litigation.

I recommend that no one do business with Virgin Mobile. They engage in fraudulent business practices and cannot be trusted to deliver on their contractual obligations.

ty

{ 08/04/2011 }

i been with virgin mobile almost six years and i have to admit virgin mobile has its pros and cons like there signal coverage but otherwise a good mobile carrier and by the way virgin mobile and boost are carried by sprint

FrustratedinVirginland

{ 07/31/2011 }

I attempted to switch to Virgin Mobil from T-mobile after hearing rave reviews from friends who had previous switched. After an hour and half of conversation three days ago (being transferred 9 times!) 3 calls today (5 transfers) and an hour and half of customer service, I can finally make phne calls but can not get access to the web. Needless to say it's been a very frustrating experience and I WILL be switching back to my previous carrier once this month is up.

Tink

{ 07/31/2011 }

Got my VM last month and it's AWESOME! I got a kyocera loft and the internet is great! I don't use the mobile internet. I use an app called opera mini! Txting & calling is great! Customer service is great 2! :)

Cameron

{ 07/30/2011 }

VIRGIN MOBILE SUCKS!!!
I end up loosing more $$$
in airtime then I actually use
network is very unreliable
constant problems with connnectivity
to email and internet. tech support
gives you the run around takes 72
hours to fix a problem at minimum
then you get every appology and excuse
why the problem cant be fixed
AVOID VIRGIN MOBILE
BIG FAT RIP OFF

Doug

{ 07/30/2011 }

Worst customer service I have ever dealt with. Took 4 calls to get activated and 6 calls to get insurance, and still have to call each month to get insurance paid, even though credit card on file

atpeace52

{ 07/27/2011 }

If you find you have to call customer service at Virgin Mobile.. ASK for Winnie!
Spent a week off and on talking to customer service and she is the best hands down..!!!! She knew what she was doing and was patient with me. I interrupted her and she took it all in stride and fixed my problem in nothing flat.. YIPPPIE happy guy..! Thanks!

Mina

{ 07/27/2011 }

Super happy with my phone. I've had the Rumor Touch for over a year now, and it still works like it's new. I only pay $10 a month -total- and I get 1000 texts; it's just enough for me. You don't have to be on the $35/month plan to own one of these phones. Touchscreen phone at $10 a month? Perfect. I'll definitely upgrade to a new phone eventually and stay with them! For now, it's great!
Many of the people happy with the service have no reason to go to a page like this, so that's why it looks like there's so many disgruntled customers.

Linda

{ 07/26/2011 }

Too good to be true if you plan on using Data and 3G. I bought the Triumph and signed up for the first time. Their prices are great and I had no problems with customer service. However, when I actually tried to use the phone and service for internet anything data and over the 3G would take FOREVER if it even managed to come up at all. I was in some highly populated suburbs in Chicago where supposedly coverage was great, but continually went in and out of a 3G connection. After I waited 30 minutes and 3/4 of my battery trying to use Google maps with no success. I returned the phone and went back to Verizon.

Brian B

{ 07/23/2011 }

Virgin Mobile sucks. Bought the Motorola Triumph to replace my iPhone and it was ok, not an iPhone but it had what I needed. After 36 hours and about 10 calls to customer service, it was activated. Then the 3G data would not work, and tech support could not get it working. Stay away from Virgin Mobile. Went back to ATT

Brian G

{ 07/22/2011 }

I have had Virgin mobile for around six months. It is dirt cheap compared to other service providers out there. I have never had a problem with customer service, if you treat them like a human you will be treated like a human. You can't go off of other service providers antennas so if there are sprint ones near you then you should have no problems. Let's face it the average American does not travel far from their house on a daily basis, so if it works at your house you should be golden. The only thing that annoys me from time to time is the internet is sluggish, but what can you expect from a pre-paid phone. There are many free wi-fi spots around so I use them a lot to take away this burden. All and all if you are on a budget why pay 100+ dollars for the same thing you can get for 40 or 60 dollars.

Mariah K.

{ 07/19/2011 }

Horrible. They will not doing anything for you if you cannot access your voice-mail and the passcode or secret question have been lost.

MC

{ 07/18/2011 }

I bought the LG Rumor Touch and it started off wrong right away when the person I spoke with to activate my phone was rude with me when I accidentally missed a step setting up my old number on the new phone. Then days later my phone would not allow me to send text messages and that same day I was disconnected from a phone call. I also have some problems with the touchscreen not working. I think I am going to send it back and get a refund.

Sandra Lee

{ 07/18/2011 }

I’ve always experienced good customer service in the 4 plus years I’ve been with Virgin Mobile. I recently purchased the LG Optimus phone. About a week after I got it, I started having problems with 3G. I called and was told that one of their techs would get back with me within 12-24 hours. I heard from someone after about 5 hours. He spent a great deal of time with me and was very patient with my lack of typing skills (expert typist on a regular keyboard, not so much on a virtual one). He had me set the phone back to the original settings. It was a pain having to re-load contacts and apps, but it’s worked great ever since. You certainly can’t beat the prices, either. I pay just $25 a month for 300 minutes, and unlimited text, data and web.

Bob

{ 07/18/2011 }

MARKETING CALLS, MARKETING CALLS, MARKETING CALLS, MARKETING CALLS. IF YOU GO WITH VIRGIN MOBILE, YOU ARE NOTHING BUT A GARBAGE CAN FOR PAY DAY LOANS ADDS - ETC. ETC.

Greg

{ 07/14/2011 }

Virgin Mobile (powered by Sprint) claims to have great coverage all around the Madison, WI area. I live about 30 blocks from the state capitol and can't receive coverage in my house. There are dead zones all over the city yet when you look at one of their maps, it says you have great coverage. Their customer service people are in Central America and half of them can't really speak english and for the most part, are NOT helpful. Their LG200 phone is nice and when you can get a decent signal, it works well. I wouldn't get one based on their lousy coverage and the fact that when you complain, their engineers claim everything is just great and it's the customer's fault.

Carla

{ 07/14/2011 }

Just switched to virgin mobile from AT&T day before yesterday. Didn't have a good start, called customer service 7 times yesterday. It took forever to activate service. Customer service is very polite but not very effective in fixing anything. My phone is a great phone, but hardly ever works because there's never any service for data/web.. The phone is an Optimus, which needs data/web for it to be useful at all, which is pretty disappointing. I miss my iPhone and At&t service. Guess you get what you pay for and you don't pay for much with virgin mobile.

Ray C.

{ 07/14/2011 }

Their voice service is OK. Coverage could use some expansion.

But do NOT even THINK about using their Internet connection. Leave that MiFi on the shelf where it belongs.

Buy it, and you'll get every fifth click coming up "Unauthorized." Hell-OO?! I PAID FOR THIS CONNECTION. If I am "unauthorized" then somebody needs to be in the slammer. Fraud is a crime.

And their "customer service line"? Try it, I dare you. I think it's 877-877-8443. You'd better have a speakerphone, so you can read a book while you wait in the Endless Hold Zone.

Attention, Devirginated Mobile: Ignore your customers and I guaran-dang-tee that they'll go away.

dwiglet

{ 07/13/2011 }

horrible customer service. And when I wrote a bad review about it, they rejeted it. I am very unhappy!

Love VM and my phone

{ 07/13/2011 }

Virgin Mobile have the best rate out of evere carrier out there. The LG Optimus phone is very good for the $150 price tag. I have not have any issue with texting, e-mailing, browsing the web or calling.

Kshayim

{ 07/12/2011 }

I have had VM for a month, and I'm enjoying my service. I was a customer of Sprint and the cost for one line was too much so I decided to switch to VM. I have a LG Optimus and it works great. I have not had any issues with service or the phone. VM has a very reliable network. My daughter has had VM for a year and she loves it. And now I'm a believer. I can't believe I pay only $40 monthly. I won't be switching back to Sprint or any other mobile provider.

dan

{ 07/11/2011 }

Very poor coverage in suburban areas/towns. Blackberry curve advertised as 3g does not have 3g - instead has very slow edge. Frequent outages, no roaming, no customization. You get less than what you paid for - it's ridiculous, I'm switching soon.

Dave C.

{ 07/10/2011 }

OK, the network is fine, and the price is right.
But the handsets are locked in firmware to prevent customizing.
In simple terms, you can't use custom ringtones or wallpapers.
The phone won't let you.
There is no workaround. Bitpim and QPST, etc. do not work. Transferring files via bluetooth doesn't work. Websites like mobile17 and ventones don't work. Adding files to a microSD memory card is useless, other than for the built-in music player.
The phone is locked in firmware. No matter how you get the files into the phone, the operating system won't let you use them!
You have two choices for ringtones and wallpapers:
1) What the phone ships with (honestly, does ANYBODY use these?!?)
2) Purchase files to download straight from Virgin at three bucks a pop

No reasonable way to customize the ringtones and wallpapers is a real deal-breaker.

I'm still a VM customer for the moment just because I don't want to lose my phone number, and I'm waiting on a replacement handset from MetroPCS so I can port the number there.
Feeling stupid that I bought a VM handset. Most customer-unfriendly wireless service on the planet!

Diane

{ 07/10/2011 }

Virgin Mobil ripped me off for $100! I had this amount in my phone as roll-over. They then changed their renewal policy (without telling me)-- one now has to top-up before your plan expires (you have to top-up every 3-months) or you lose all of your roll-over minutes. I had a little bit over $100, I think it was $110 -- Called customer service and no real help. It's been three-months and my "ticket" is still being reviewed. I'm ready to contact the FCC and Better Business Bureau. Thanks for letting me vent - customer service at Virgin Mobile is a joke. I even called folks in customer service from my LinkedIn contacts thinking getting someone who spoke English would be helpful . . . but no - they never even called me back! I had an earlier problem with buying a top-up card, and the vendor where I bought it, Quick Check was more helpful than Virgin Mobile -- actually Quick Check refunded my $20. Virgin Mobile could not care less . . . I really think Virgin Mobil should get NO stars!

Andrea

{ 07/09/2011 }

Virgin Mobile has very bad service. We have had several instances of the phones just stopping working for a half day or so at a time. When emailing for support, there is no assistance except to ask if we are in a covered area, even after specifying that the phone worked from the same spot (our living room) the day before. In addition, when we did the "top-up", the account was credited, but did not reset the monthly plan. Instead, we were charged 10 cents a minutes, and the phone shut down after a day of use. After calling Virgin Mobile, we were "disconnected"
2 times, and repeatedly told to apply another top off card. Finally, after calling back the 3rd time (and after using about 70 of our minutes), Virgin Mobile agreed to reset the plan. It is cheap, but as the addage says, you get what you pay for.

Cindy

{ 07/07/2011 }

Kyocera S2300, Keyboard is smallest in the world, can not read without bifocals. Other phones I can. They do not pay return shipping. Can not understand customer service. Bad English! Shipping took about 20 days.

Snassar

{ 07/06/2011 }

This is my first time writing a complaint about any product ever. However with the issues at hand I feel I have to. I purchased two Optimus V phones for my husband and son. One phone worked fine but the other overheated within two days of activation. Customer Service said they would send a new phone and a new battery in two separate orders. New phone came back but the wrong type (Rumor style). Second time they sent a refurbished phone (I'm not stupid). Third time they sent a correct one but useless without the battery. They said battery was in a separate order with Fedex. The order never arrived. The tracking order they gave was one created by Virgin Mobile(VM) and not Fed ex. Apparently VM never presented the battery for shipment. Fedex said this happens frequently with Virgin Mobile. Fast forward two more weeks, over 18 phone calls, 10 hours+ on hold and still no resolution. These so called "Trouble Tickets" (which are supposed to get you up the corporate ladder for help) have been opened and closed with no resolution or follow-up. They even charged me for the month and only 8 total minutes were used. To appease me they said my account was credited but is has not shown as a debit yet. And, the battery is still not here. Some reps tell me the battery is on the way. Others tell me it is out of stock. Others tell me I have already received it. Really? Not sure what else to do. Hate them right now.

Mr H

{ 07/06/2011 }

WOW...absolutely incredible. I traded in my Sprint BB curve for an Optimus V and the difference is like night and day. Even though both phones run on the Sprint network I'm getting way better service now that I'm on VM.

Haven't had to interact with VM customer service yet so I can't attest to how that is - seems to be where most people's complaints are.

Jonathan J

{ 07/05/2011 }

I pay $25 for unlimited data and 300 minutes! I don't really talk on the phone I use text and email mostly so it works for me. I used to have an iPhone with AT&T but got tired of paying 100+ dollars. While my Samsung Intercept running Android is no iPhone it does everything I need it to do at a fantastic price. Now that Verizon and AT&T have gone to tiered data plans I'm pretty sure I'll never go back. Unless they can compete with $25... lol. yea right.

Dj

{ 07/05/2011 }

LG Optimus won't hold charge even with all the services turned off. Takes hours to charge. Overheats. Doesn't respond to touch. Has no memo or task pad. I've owned many cell phones, this is the worst of all. And when you call for support, you have to go through a menu option that will make you start screaming, then if you manage to finally get through, you get China.
Phone sucks, support sucks, no reason to stay with them.

Breezy

{ 07/04/2011 }

I have an LG Optimus V and my 3G works AMAZING! The times I've talked w/ custromer service, they are easy to understand, friendly, and HELPFUL! It almost sounds like the majority of those reviewing on this site are reviewing a different company than the one I am! I've never had a dropped call, my plan is easy to use and work with, wonderful connectivity, and a warranty? Heck YES!!!

kerstin

{ 07/04/2011 }

I say virgin mobile should come out with a phone that looks like a sidekick or a sharp fx:)

Tiffiny

{ 07/03/2011 }

TERRIBLE CUSTOMER SERVICE! they double charged me for one month! they got me for 90.10 for 300 minutes! then wouldn't give me a refund for the over charged items because i had used over 15 minutes! those 15 minutes were spent on the phone with them!

CRAIG

{ 06/30/2011 }

Everything Mia stated has happened to me as well. Absolutely would not recommened to ANYONE.

mia

{ 06/29/2011 }

Horrible service, text service down for days at a time, web and picture mail capabilities myseriously stopped working and never worked thereafter,customer service does not understand English and refuse to let you talk to a supervisor, troublke tickets never solved,would never use again nor would I recommend it to anyone.

Monterey

{ 06/28/2011 }

Virgin Mobile is the worst carrier I have ever had. I asked them to transfer my number to Virgin Mobile on June 22, and one week has passed and I have no phone activated. They even said that they never knew when my phone would be activated. I could not get a new number either, because my number and phone pin are stuck in the middle of process. Thanks to Virgin Mobile, I don't have a phone. What can be worse?

Bill

{ 06/27/2011 }

My son has Virgin Mobile with the Optimus Android phone for one month, with the $25 per month all you can text and data, NO PROBLEMS AT ALL!

T.R.

{ 06/26/2011 }

I am a former AT&T customer and I couldn't be happier with Virgin Mobile. The coverage quality is comparable or better than what I experienced with AT&T. The sound quality of every call with VM has been hands-down better across the board. I have the $40.00 per month plan and have not once exceeded my minutes limit, whereas with my prior service I paid nearly twice that after taxes and fees and almost ALWAYS had overage charges as well. The two times I have had to call customer service at Virgin Mobile they have been nothing but helpful, pleasant and quick to respond to my inquiries. Perhaps it's because I had such an unsatisfactory experience with AT&T, but I would recommend Virgin Mobile to anyone who lives within their coverage area.

DGV

{ 06/25/2011 }

Lousy customer service. Reps do not speak English very well. They allowed a 3rd party scam to drain my account, made it sound like my problem. Is it too much to ask that only my phone calls and text messages get debited from my account? I am leaving Virgin Mobile after I use up my minutes.

danyel

{ 06/24/2011 }

horrible customer service. When you pay your current bill, you will still get multiple messages saying "unable to receive text due to low balance" the staff is terribly undertrained."oh you want to pay your bill,ok you cant use your new minutes for a another week" every sigle month,same issues.Richard Branson needs to invest some of his private island money on service... ready to go back to a contract phone.

BLopez

{ 06/23/2011 }

Worst customer Service ever!!!"""
Iv had vm for over 6months and no voicemail. I'm paying for this service and have never had access to it. Iv called an spoken to several ppl about this issue an it is yet to be resolved nor recorded in their records EVER that I have called. All I can say is HORRIBLE CUSTOMER SERVICE! !!

Shae

{ 06/22/2011 }

I have been with VM altogether 8years and never had a complaint. Any defect they send you a replacement right away, No drop calls, Just bought Intecept. I love the fact that it picks up wi-fi in my neighborhood and unlimited data. I love the plans unlimited nights and weekends. I can do everything a smartphone can do like link into my e-mail at work and have 5 web pages open at the same time for less the price of contract. Awesome deal that I can control.

bcw1111

{ 06/21/2011 }

Okay customer service, they seem to want to help, but the service SUCKS. Took almost 3 minutes just to load this page. $40 a month!

worst virgin mobile

{ 06/21/2011 }

They have the worst internet ever I have the wifi internet and it continually disconnects and never works for 30mins straight. I HATE this service.

phone user

{ 06/17/2011 }

worst customer service in the business.
I've had inconsistent data service for six weeks and every time a trouble ticket is opened it mysteriously closes without any notification to me, I find out by calling them back, however nothing is ever fixed.
Really poor.

Gaviota Tejana

{ 06/17/2011 }

I have been a Virgin Mobile customer for several years. All has been good except for two things. Text messaging is not dependable. I am still having problems. Customer Service has failed to contact me back regarding this. I am online line looking for alternatives.

chrisd

{ 06/15/2011 }

3 1/2 stars

I've been using Virgin Mobile Pay As You Go for several years and it's fine. I don't have a nice phone. I don't text. I use it as an emergency only phone.

The customer service has somewhat gone down hill the last year or so; it's hard to get a hold of a human being to ask a question.

I see that Boost Mobile has an even cheaper rate and I might switch; however, they do not have rollover minutes like VM.

omg!

{ 06/15/2011 }

What the freaking goin here!.. cs is good..not quite on explanation ..phone is vg..
ihad lg optimus..connection is great..text and internet.

mkr

{ 06/13/2011 }

very happy overall - lg optimus v

$25. per month. that is all.

JDfresno

{ 06/12/2011 }

VIRGIN MOBILE SUCKS! I paid for a month of broadband to go to stay connected during an out of state trip. It barely worked here at my home, but I wasn't needing it here. From Fresno to Seattle, I got no connection in Northern Cal, Southern Oregon, Portland, Southern Washington, Seattle or points north. Could not connect to google or gmail at every location I tried. ZERO value for my dollar. It took hours to talk to live person at their support line, and they said a supervisor would call. No calls or follow up. They will keep you clicking and waiting and then hang up on you. I tried this at least a dozen times, and got through only once. The rest of the time, they would would try to make up for their ineptness, b y hanging up on a support call after I waited 30 minutes or more.

DO NOT BUY VIRGIN MOBILE ANYTHING, EVER!!!

Cheryl

{ 06/11/2011 }

On the 18th and the 28th of May I topped up $20 to my account each time. The first time (May 18) I did it I had to call and the agent had to put the 750 minutes in and said everytime I did it I had to call to get it corrected/adjusted. The second time (May 28) I did it I was on the phone with one of your representative aware of all my information and is assisting me with this top up. After the top up is completed is when she said you can only top up one time a month with the 750 minutes special and that the $20 will be charged by the minute which is .10 a minute. With my account up and all the information you have to give to the recording and again to the agent when they get on the phone why wasn't I told this before I put my money in. Now the minutes are going out too fast and I call to see what the problem is and I find out they are charging me minutes fees for seconds. I talk on the phone for 5 seconds and get charged for 5 minutes. ok this is corrected and was told to call the next day to get .20 back on the account because it was not showing up yet to get the money back at $20. Now I'm not please because I got to call to many times to get things done and it seems like it always the same person answering the phone and just changing their name and it takes forever for a real person to get to the phone. So on May 28 I went on line and found another phone service. Here is the problem, my new phone arrived Tues May 31 and I transfer my service to them, I had a balance of $12.60 left from the top up I made and I called to be reembursted and talked to 10 different agents all with different stories untill I talk to Josh who said that when the account closed it automatic transfered the money back into my account. Ok I'm happy until June 10 and I don't see any reemburstments made. I called and as usual you talk to a recording forever offering non of the options you need, a person finnally gets on the phone and don't give you the information you need, you ask for a superisor and they are supposedly all in meetings all the time and they issue out non working complaint numbers to call and then you start all over. $12.60 you mean to tell me I can't get back my $12.60. This phone service is suppose to help people with low income not get rich off of people with low income and I am trying to reach an english speaking person who can rectify this problem.

Jeff

{ 06/11/2011 }

I'm very happy with my phone. I get unlimited calling for $39.99.
400 minutes and unlimited nights and weekends starting at 7pm. I have never had a dropped call, as my friends that have straight talk get them all the time. I paid a few bucks more for a nicer phone, just under $100.Have never had a problem with Vigin Mobile.
THEY ARE GREAT TO ME.
I Will keep them there great

joe

{ 06/09/2011 }

Due to the lg optimus v virgin mobiles data never works, so many people are killing virgin mobiles 3g because of that phone and now an new phone is comeing out vm will suck even more please stay away from vm data never works cs is an joke

ihatevirginmobile

{ 06/09/2011 }

This is the most unreliable service i have ever used! I cannot use my Yahoo messenger 98% of the time, and the phone cannot receive text messages from a computer at all. I would never recommend them to anyone.

Leslie J

{ 06/08/2011 }

Horrible Customer service. I refuse to top up my phone and am going without a cell phone because of how rude 3 customer service reps were with me. I was having an issue and was told by one of the customer service reps that it was done and whether I choose to believe it or not is up to me. I also had to take my battery out to get my phone to go onto the internet. I had the Kyocera Loft. I also was never able to get onto the internet at all the day before my pymnt was due. Please do not use this service.

Leslie

{ 06/08/2011 }

Terrible! Purchased BB at Target, phone could not be activated! They were updating their software. I hate VM!

They Say I Am Ugly

{ 06/08/2011 }

I tried 3 times to get the minutes put on the phone for my 72 year old mother. Each time I was told that it was taken care of even when it was "escalated." So I wasted $25-because after 90 days my mother still did not have service. Good job VM. No one there really cared.

Jay

{ 06/07/2011 }

You get what you paid for. I called the customer service line to transfer my existing number to new VM, and the guy hung up on me in the middle of conversation because he couldn't understand what I was saying.

Ragin' Rick

{ 06/07/2011 }

VM sucks, even for the price. Price is no excuse. You either suck or you don't. And VM truly does. Even their website is dysfunctional in some ways. I had Tracfone before, and they are famous for sucking, but my phone service with them was flawless, web was flawless. The CS was lame, but everybody's is. And my LG Rumor Touch -- there's a rumor that you can use your touch to navigate the menu, but it's a lie. You have to repeatedly PRESS firmly down on icons to get anything done, and it has this annoying stupid sliding screen lock that has no purpose other than to annoy and delay you.

Sep

{ 06/06/2011 }

I have the optimus v and I think its great other then no flash, and poor battery life.in my area i can watch youtube videos on high quality and no buffering even thru high usage times of the day.overall I'm happy with it and will be keeping it.

ApParent

{ 06/06/2011 }

Why is a "chat with hotties" link and "for him" list of lewd websites automatically part of my kid's VM "Beyond Talk" phone? I found the many customer service reps I've talked to over the last few days to be genuinely surprised about this and interested in helping (one went the extra mile to try to help, "because he has a child, too"); the phone itself (LG Rumor Touch) is great; and the plan's at a great price point. But with porn-like sites pre-loaded, the cost now seems too high.
The only way to remove these inappropriate links is to remove web access, they found. But why put any kids at risk by pre-loading such sites on a phone? Why push adults to such sites? There are a lot of less controversial sites to include as customer service. OR at least allow phone owners to remove such lists. Can't be done, according to VM reps. But I know VM can make different choices for pre-loading web links, making this problem go away.

Chris Cat

{ 06/05/2011 }

40.00 unlimited web is a great deal BUT customer service ranges from useless to non-existent. The scripted answer is 'yes we can fix that for you' yet nothing EVER gets fixed regardless of the number of times you call. No problem escalation procedures and most of the time you speak to a non-english speaking Nicaraguan who can't fix anything. 6 months and still having texting problems - no resolution in sight!

happyface

{ 06/05/2011 }

I love my Virgin Mobile LG Optimus V phone. Trust me, there are problems with EVERY carrier, with EVERY phone, at one time or another. I have found Customer Service with Virgin Mobile pretty good to deal with. Be kind, most Cust. Serv. Rep's want to do a good job(and so WHAT if they have an accent).NOTHING is perfect! Relax. Enjoy life. Enjoy your phone!

KodaSkye

{ 06/04/2011 }

I hate Virgin Mobile. two months in a row now i've top'd up the day before my bill cycle date and now the day of and my cash balance just disappears. It's a huge waste of my low budget and I plan on getting a new carrier immediately

tamz

{ 06/04/2011 }

i have the virgin mobile Instinct and i CANT STAND IT. it's a great phone, with great apps, it just NEVER signal. ANYWERE. calls are constantly dropped & the minority of my text messages never get send due to "no signal." 250$ phone and it's trash. thanks VM.

lee

{ 06/02/2011 }

2 words. THIS SUCKS!!!!!!!. If I could give this company negative stars if I would!! WORST customer service!!! You would think that what ever 3rd world country they outsource to would be grateful for the 1 dollar hourly wage, and treat customers nicely!! Give these jobs to grateful Americans instead. If Im going to treated like crap, Id rather it bt done in ENGLISH, by an AMERICAN!

Xray

{ 06/02/2011 }

I had virgin mobile for about 4 years now and I am going elsewhere. The phones & coverage are okay for me but the billing is always, always a hassle. Every month I am o nthe phone tyring to sort out some over charge or some payment that didn't go through. It's annoying and too much trouble. I would stay away.

C.T. Griffith

{ 06/01/2011 }

I've had service on their "mifi" device for all of 4 days and the connect times are so bad it's completely unusable. Customer service for the problem has been a maze of long wait times only to get disconnected over and over again by their "automated attendant" named "Alex."
I've even had one of their reps say they would call me back in 10 minutes- this, after leaving me on hold for 38 minutes just to talk to them in the first place. Guess what? They never called back.
Seeing as how I've spend more time on hold trying to fix the d@mn thing than actually enjoying it, I see no other recourse but to give it 1 star- and one more attempt to contact them to make it right before I give up on the whole venture and just renew my reliable but uninspiring Cricket service.

P Horton

{ 05/31/2011 }

Purchased optumus V great phone, $25 month unlimited text, web an 400 talk minutes. Text an talk service are excellent, web service is spotty at best, cannot connect to server between the hours of 4 to 9 just about every day. Must turn off phone to acquire web service frequently.

NyxSeraphim

{ 05/31/2011 }

So far, we've gotten amazing service from Virgin Mobile.
I hate that everyone here complains about the crappy phones when virgin mobile only supplies the service, not the actualy hardware. My LG Rumour2 is great and I only needed it replaced once due to water damage.
I can nearly always receive/make calls or send/receive text messages except in thick walled buildings like the ones on my campus.
I've only had a problem with the network being down twice and it was a problem with the phone, not the service.
The plan I have is the $25 monthly which is pretty amazing since I've preferred to talk to someone's face rather than on the phone.
It's cheap and reliable and I'll definitely buy the same plan when I move out. :)

Sharita

{ 05/31/2011 }

I switched to this plan in order to save $. What a waste!! The phone service was awful! Couldn't get a signal at work at all. I used it for 4 days and went back to my old carrier. DON'T put additional funds on the phone until you see if it works for you! I prepaid for a 2nd month and they won't give me that month back. Every time you call the company it is impossible to HEAR the person on the other end! Maybe they are using their own crummy cell phones, UGH..this was a NIGHTMARE experience.

Mary

{ 05/28/2011 }

Virgin Mobile You Suck!!!!!!!
From your outsourced customer service
to your lousy reception
and whats up with not being able to call 411 no matter how much I pay.
$250 for a piece of crap NEVER AGAIN!!!!!!

Bart

{ 05/27/2011 }

Add me to the list of ANGRY users that demand better SERVICE!! Why do I have to talk to someone that is reading a script off a screen? Why can't we talk like grown ups and sort our issue out? All I wanted was a phone that would WORK, not asking much since I paid 200.00$ for a "smartphone" that can barely connect to the net. The only time it works is early in the AM, once the sun comes up and people start texting and browsing the connection fails, its like 56k all over again. My advice to the potential buyer is BEWARE you have been Warned!! Switched to Verizon, bought a droid x and im a happy camper. Blazing fast internet, blows the competition AWAY 8)

I could understand if the company was poor, or maybe a new company that is just beginning but VM has been doing this for years so there is no excuse whatsoever. I actually purchased the phone because of excellent reviews that ended up being bogus. I admit to not doing enough research but I was in desperate need of a phone at the time and I took a chance. We learn from our mistakes...

tracy

{ 05/26/2011 }

Truly awful customer service. You cannot find a $25 dollar top-up card anywhere, they are just not sold, so you have to top-up online or at a Sprint store. You top-up and they accept your payment, then a few hours later your top-up fails. Then you try to reach customer service where they barely understand you, or you them, and they disconnect, so you have to start the process all over again. Then you go into a Sprint store to get assistance with the problem, and they give you the same telephone number you have been dealing with for days. There is virtually no way to get a refund for the $25 dollars you wasted. What is wrong with this world that you cannot reach a real person on the phone that is based here in the U.S. That is a terrible thing when so many people here need jobs! Must make sure the big execs never run out of as much money as they can possibly use in a lifetime.

Paul

{ 05/25/2011 }

I bought the Optimus V 4 moths ago and have never had a problem with it or there service techs are friendly and helpful and Android for 25 bucks you cant get this any where else

Theresa

{ 05/25/2011 }

I switched to this service only after reviewing the reviews and talking woth people who have this service.I bought the intercept and love it the service is great have never had a droped call, toping up is easy i just do it online, I got the 20 a month service for my girls to.You need to remember this is a prepaid plan but well worth the money when it comes to get smarphones

me

{ 05/24/2011 }

virgin mobile FAQ's list that you can block certain numbers (up to 10) from calling your phone. This is completely false. I called customer service three times and they could not help me. They stated they can not block any calls from any virgin mobile phones. They can only block text messages.

Big Barr

{ 05/24/2011 }

The only(2)problems I have with V.M. (1) The virtual adviser, get a live person instead. and(2)they never let you know when their phones are retireing. Other than that Ive never had any problems with V.M.

shari j

{ 05/23/2011 }

The phone service itself is great. Never have lost a call. However, payment history is useless - no balances shown. Customer service is horrendous. Trying to reach a person is awful. Never ending loop that gets you nowhere. After finally reaching someone, trying to get my payment history to find out why my charges did not show up online, girl said "just a minute", then I was hung up on.

Ronaldo

{ 05/23/2011 }

Cannot send or recieve text messages using my Intercept unless I remove the battery every 5 hours. Customer service is useless most of time. The phone resets itself every 2 days. DO NOT BUY FROM virgin Mobile unless you want countless headaches. Even Jitterbug has better service and that is just embarrassing.

Maiky E

{ 05/23/2011 }

To be 100% honest I regret buying my phone from VM, first off when its time to top up you will not be able to use the phone (instantly) no matter how much money you spend. When I called the CS dept., the lady that answered the phone told me that the reason my 50 dollars was not showing up was due to the fact that the plan needed to be reinstated, why would I have to wait 2 hours in order for THEIR systems to acknowledge that I paid my 50$?? How inconvenient is that? To top it off every now n then the phone will not send or receive text messages unless I remove the battery, that is just plain unacceptable. If you are reading this post and you are thinking of buying a useless phone from VM STEER AWAY!! Ohh forgot to mention, the internet is a joke, I have tried the Optimus V, Inetercept and Rumor Touch and all fail when it comes to loading a page on a Friday afternoon, it works fine at 3am but that is just another example that VM is by far the worst cellphone company on the planet. The CEO is swimming in a pool of cash and he cant take time to address these issues. Metro PCS here I COME!!!

KWorth

{ 05/22/2011 }

Their customer service is terrible. slow to straighten out problems that are their fault. they have alot of young people and don't need anymore business.

William

{ 05/21/2011 }

Excellent phone at a truly outstanding price. $25 per month for unlimited internet and texting. Good customer service. I am saving more than $100 per month over Sprint with better service and a much better phone.

Nick V

{ 05/20/2011 }

Got the $25 a month plan for my 13 yr old daughter. Perfect for her because like most kids, they dont actually talk on the phone. Everything is messaging and web. 300 talk minutes is plenty and unlimited data is great. Only reason for taking away one star is talk quality coverage is not as good as Verizon in my area NW New Jersey.

Seung

{ 05/19/2011 }

I'm using $20 a month.
My usage was not reset when I paid the fee. I issued this problem but they only asked me to wait for 6 days. I'm using my phone paying expensive rate after overlimit.

KITH

{ 05/19/2011 }

I spoke to a customer representative today to activate my phone. I was surprised at how rude and condescending she was over the phone.

Never Again

{ 05/19/2011 }

Worst decision I have made for a long time. Customer service is shocking. Internet is terrible. Wish I never switched

RMC

{ 05/18/2011 }

Great service in Phx,AZ to S. California. 3G is decent customer service is ok. Optimus V is nice and only $25 for 300 mins. Unlimited data and text. Coming from Verizon at $100 mo is a no brainer.

Arun

{ 05/18/2011 }

Just switched from TMobile.
Pros:
Customer Service was fast. They were not american , but they spoke understandable english.
Switched me within 12hrs.
The LG Optimus V is a cool phone for $180
Call Quality was super clear (Both ways)

Cons (hope its temporary)
Data did not connect right away.
Had to reprogram the phone.
Waiting for the data( need to wait 4hrs -as suggested by rep)

Overall
For $25 a month
I am happy i switched from TMobile where i was paying about $60 just for Voice
I am going to test this phone and service for 4months (time when i breakeven with TMobile cost) and then decide to stick to Vmobile or test other waters

jj

{ 05/17/2011 }

do not get virgin mobile. i understand it is not an expensive company but when im told i will get something for a certain amount i expect it. once again this month my texts are not working. if you are looking for a phone company who has service that works about 70% of the time and you cant understand customer service people when you need help this is perfect for you. On top of that when what you pay for does NOT work they will not refund you. pay a little more with another company and actally get your service.

MT

{ 05/16/2011 }

Several months with Virgin Mobile so far, with a refurbished MARBL. Paying about $15 a month. It's a phone, and it works consistently.
The only complaint I have is no "call blocking" feature.
As an experienced computer tech and former user of several "smart" phones; the constant changes every few months and enforced-restrictions is bad technology at a poor value. Do not use, I am boycotting, join me.

Jenn

{ 05/16/2011 }

Quality of phones is bad, you get a free replacement if your phone breaks, but nothing if the replacement breaks. You will be disconnected and English is not the first language of the customer service reps.

"PO-ed customer

{ 05/16/2011 }

I have an auto top up plan, which does work. However I always get an email alert telling me my phone has stopped working until I top up. This is routinely sent after the auto top-up has happened. The wording of the email is kind of rude in tone, it's mistaken, and it represents a really poor corporate approach to customer relations. And yet, despite several complaints, they're collectively too lazy or uninterested to do anything about it. If the coverage area was better I might live with the willful ignorance of the customer relations department, but this coupled with the lack of coverage suggest to me that it's time to look for another cell provider..