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.