Virgin Mobile USA
Reviews and Complaints

I've been a VM customer since 2012, data speed in my neighborhood has always been slow. The LTE map on vm website shows my house and neighborhood as having the fastest LTE speeds.. BS now for the past 4 days I have no data my IPHONE 7plus data meter says x1 or 3g?

I called vm I was told they are up grading my area to 5G .. even more 🐃💩!

Since the beginning of 2018 four new cell towers have been installed with in a half mile of my residents, cell speed check app show my cell contact to Sprint tower in Burbank, witch is over 20+ miles away, no wonder my data service is so slow.

I have been a Virgin Mobile customer since 2007. Because I am going to be traveling next week, I called customer service to ask if International calling was available for my phone. The representative told me that it was not available for my phone because a phone has to be 12 months old to qualify. He couldn't explain why. My husband has an older phone and an account with Virgin, so I asked if his phone qualified. It did, but I had to call back in 48 hours to see if it could be "unlocked" so I could make international calls. He gave me a Reference number, I1384901044. I wasn't told that once the phone is unlocked, it cannot be used as a Virgin Mobile phone again. The representative didn't explain and didn't seem to know that I would have to find another carrier in the country I was visiting for one week.

When I called back, today April 13, 2018, to the number I was given, I had to be transferred to another department where I was told that the phone was unlocked. ( I asked that it be done four days from now.) Then I was told that I would have to call after the one week vacation to reinstate service. That call was disconnected while I was on hold. I called again, and finally had the situation explained to me by a customer service agent and by her supervisor. The phone cannon be reconnected to his Virgin Account. The supervisor did tell me that my husband could take his existing phone to another carrier but that Virgin could not serve that phone anymore. We will have to buy a new phone to continue his service with Virgin. Virgin takes no responsibility for what I consider destruction of property.

I believe that Virgin owes my husband a phone, if they can't make this one work. Is this the International Calling that they advertise? As others have mentioned, the customer service agents at Virgin are flip and seem to deliberately make simple services difficult.

Every month I pay Virgin Mobile for 5Gb of high speed Internet. After that number is reached they put you on a slow network. Any month that I use free WiFi either at work or in the city parks Virgin Mobile adds those GBs to the data they provided and slows me down before I reach 5GB of their data. Called customer service multiple time, they try to make me buy additional data. But why should I? I never got what I paid for in the first place.
Finally I found a law firm that is looking into filing a class action law suit against Virgin Mobile.

[protected] discontinued after 10 years of pay as you go service, my plan is now cancelled after 10 years because is missed my top up period by 1 day, I had 60.00 dollars worth of minutes on my phone and i didnt use it to often because i am a senior and not working any more, they took my money and made my phone unusable and cancelled the phone number i have had all these years. now i have to buy a new phone and a new plan and change my number, if you cant reinstate my phone by tomorrow i will never use you again and i will make sure my friends dont use you either! march 28 2018

My virgin mobile broadband isn't working . Cannot access the internet.
My phone number is [protected], account number 256894
My name is Debbie Johnson.
Can you please resolve this issue.
The internet just keeps saying that it won't connect. I have tried several times. I have never been this disappointed. Please try to resolve this issue as quickly as possible.

Hello, my name is arteshia turner. I decided to buy an iphone 6s plus from your company last wednesday. My phone has not been working at all. It would get stuck in a boot loop and now it hasnt turned on. As of today 2/26/2018, my phone has exploded and damaged my phone. My hand is a bit burned from the sudden heat. I called the insurance company you are under and they are telling me that since my phone is damaged theyre not sure if they can replace it. I was injured and spent almost $300 on a phone I couldnt even use! Can I please get a replacement or better yet a refund? I am very disappointed in how things turned out. My virgin phone number is [protected] pin is 051799.

I wanted to upgrade my son's phone. Unfortunately, you cannot do so on the website without automatically being signed up for the new inner-circle plan. I'm happy with my current plan so I called the number listed on the website and after checking with a supervisor, I was told I could keep my $35 plan. So I purchased the phone and all seemed well until I got onto my son's account. They had changed the plan from $35 unlimited data w/ 5gb 4g lte to $35 unlimited 2.5gb. I quickly called back and spoke to someone in billing (which I could barely hear) and after some time got it changed back. So my warning when dealing with this company is... Check your account if you make any changes with virgin mobile. Preferably while you are still on the phone with them. Repeat and double check to make sure you are getting exactly what you want and then double check again.

My account Number was [protected], I got my mobile number [protected] on Sep 22nd 2017 and CAD 673.12 was withdrawn from my credit card on Sep 24th 2017 by mistake.

I went to the Metro-town Virgin Mobile stand (the same place that I got my Sim Card for the first time ) and informed them and they promised to return money to my account within 10 days.

Unfortunately, Virgin Mobile has never returned my money. It is 4 months that I am waiting and last time on Dec 27th, they said that a cheque has been mailed to me on Dec 6th, however I have not received it yet.

I am totally unhappy about this, It has made lots of issues for me. I stopped my services in Dec 2017 and now I am with another provider.

It is totally brutal how they treated this issue.

I hope someone can help me here .

Unhappy Frustrated Client,

Azadeh Asadi
[protected]

I have been a Virgin mobile customer for over 8 years. I ordered a new phone two years ago and since then, I have had no data. They told me at Virgin that they cannot help me because I didn't have 2 phones. I purchased a second phone for my wife for Christmas and then called them to get data on my phone (I have been paying for this for 2 years with no service). After 3 calls I finally got a new phone sent to me. Guess What? This one does not have any data either after staying on the line talking to Virgin for over 4 hours. 1-4-2018. I even had a manager call me back to no avail. Where do I go from here? I'll tell you - another phone company!

On december 15th, 2017 the iphone 7plus arrived, upon removing the phone from the packaging, the charger and headphones were missing. along with the front facing camera being broken. I made the call to virgin mobile to place a complaint, when speaking with the customer service I was instructed not to activate the phone.

When speaking with the agent, I was given a reference number on 12-20-2017, ([protected]) this number was given by the customer representative whose name is may. since receiving the number, I have made numerous calls to virgin mobile and I was told that my phone would be delivered on 12-29-2017. it never arrived!

When calling back every day after the no show delivery, this company has fabricated so many times about how they have called and of how the phone is on back order and that it has been marked as "escalated!" as of today tuesday january 1st, 2018 further instructions were given to me to go to an iphone store with. I had to submit the information from virgin mobile, case number ([protected]) and the order number ([protected])

I am only 19 years old, and I can't afford to lose over $380, along with needing my phone for work and school! going down to the apple store was a waste of my time, especially considering, the day of loss wages. I am beyond "frustrated" with this cell phone company and their lies!

After my horiffic experience with this company I am demanding a full cash refund!

I was dealt a terrible ordeal, virgin mobile you will be hearing from my legal representives! I can be contacted at [protected]@comcast.net
Here again this issue has not been resolved as of today, tuesday, january 2nd, 2018!

I been with virgin mobile in the past for over 2 years. I bought a new phone and got a different carrier. I went back to virgin and been with them now for 8 months. I own my phone and no contract prepaid plan. I cant get service in most of the west cost in the USA. The plan says you can but that is not true. There service is weak at best for a Truck driver. I asked for a unlock code and they said i can not get it until i been with them for 12 months. Even though i been there before for over 2 years. I read somewhere online that the fcc says you own the phone and have no contract you can get a unlock code with no problems regardless of amount of time with your cell phone company. Does any out there have any help available for me and others that have the same problem? thank you

I don't even know where to begin. First let me say the contact info given above is of my wife's. You will have to contact her on her number or email address when trying to provide some level of resolution to my problem.

On 9/5/17 when my new months plan restarted I began having trouble with my phone. (Now within the previous 2 months or so it had been acting up but I called it up to too many on the servers.) However on 9/5/17 the day my plan restarted; I lost all capabilities to use my phone.. I could not place or receive calls, text messages or access the data (5gb) that had just become available with my plan. I kept getting error code 2048. The LTE bars would appear then instantly disappear, reappear with an !, Disappear again and return with a"r" for roaming. When that happened a message would appear that "network connection was lost because you left your home network and roaming was off." When checking roaming settings they were all greyed out.
My wife called Virgin Mobile. They sent her through a series of tests like updating dating the profile. Calling several numbers including but not limited to ##72786#. Nothing we did worked. He made sure wifi was off and cellular data was on. He told me a tower was down in my area and to give him until Monday
When I explained to him that I also had Virgin Wireless and my phone had no issues he said technical support is aware of the problem. To give him until Monday and HUNG UP. This told me he didn't know what was wrong so he disconnected the call. I calmed down waited until 9/6/17 to call again. Again I was sent to technical support. Except this thing the representative looked at the tower I was on and the tower he was on. He taught me how to connect to CMDE to get 3g service. He told me where the tower was and told me to go to the location of the tower and get updates. I rode 30 minutes on my bicycle, got to the tower. The representative did call back and still nothing. He informed me it was a phone problem. It needed to be replaced. "That all phones were on backorder and to give him until Monday" Today on 9/8/17 I call I speak to a supervisor. He tells me to call you Kyocera Manufacturer, but they are closed. I am blown away how nobody wants to rectify the issue. They (virgin mobile) could send me a new/replacement phone. Then return to you as defective and get credit. I'm at a loss. We handle several business accounts on this phone. Very disappointed in how this has all been handled. I finally factory reset the phone, and still no resolution.

What now. Please advice. We appreciate your prompt assistance in this matter.

Respectfully,
Denise & Tony Bass

ie: Phone number not working with the Kyocera Hydro Reach is [protected] :
DEC # : [protected]

I have had Virgin Mobile for 5 years no problems pay my monthly fee went to pay my monthly fee this month and they told me that I couldn't use my phone because they had cancelled their contract with Walmart they have told me also that I've not in their system haven't had service since August of last year but they started sending me text messages in February of this year telling me they were going to cancel my service huh why are they sending me text messages if I'm not in their system my phone went off on Wednesday the 4th of October tried to reactivate it on the 6th of October and they'd already given my phone number away and they will not honor the contract they will not give me a new phone they will give me a new number if I purchase a new Virgin Mobile phone why should I purchase a new phone when you cancelled mine you'll you'll cancel my new phone at the drop of a hat I highly recommend not using Virgin Mobile at all

I bought a mobile phone which was sent by Yodel. It never arrived. I have no idea where it is now. I called their customer service and they promised to resolve the issue. It's been over a month. They called me yesterday and said they won't cancel my order because there were no proofs that I did not get my phone. Guys, is it a joke?
I won't give up and will not give you my money for anything.

So im having a problem with my phone not charging because i think the charging port is bad. So i call virgin mobile about this issue numerous times and they fail to do anythi g about it. They said they would make a not about it in my account and someone will be calling me. I never got that phone call so i called them back and they said they have no record of this. So that tells me someone lied to me. Mind you ive been with this company 10+ years and nevet had a issue. Been paying insurance on my phone since day one. So ask them about the insurance they said okay your insured we will send you a new phone. I call them a week or so later. Telling them i have yet to receive a new phone. Oh were sorry about this your not insured. What? Im upset at this point so i cancelled my insureance why have it if there not gonna do anything about it. So i call them they say since you cancelled your insurance we cant do anything about it. What okay so you said you wasnt gunna do anything about it when i had insurance so know that i cancelled it its my fault. Mind you my insurance is off my phone tomorrow not today. I keep getting the run around. So i put in a claim they say im insured then im not and ill have to pay a $53 and some change for my deductible but i only paid $60 for the phone new. Why would i pay that deductable when i have phone insurance paid over $1, 000 in phone insurance for nothi g pretty much. What can you guys do? Please im a faithful customer.

My son's cell phone broke. We replaced the phone and sent a broken one using information that was given after its repair. The previous phone was prepaid. But judging by what they said to me the phone never arrived and the new one doesn't work. I requested a refund I paid for July but was refused. Their customer service is a joke, I still can't get a decent help from them...

This company never keeps promises like many other companies do. It's really a different one. Their call center is a joke, always something happens while making a call. The service itself is arrogant and rude. Something crashes, something breaks all the time. Nothing goes right. And in general, they are very slow. It would be funny if it wasn't so sad...

Complaining against changing my contract without my permission and with no any explanation. And what’s more I paid a huge amount of money and was said to pay $137 to cancel the contract, even though I’ve already paid $150.
I can’t solve this problem, I can’t change my contract and I guess the sales person can’t either. At least that’s what I was said. I actually don’t need the contract you sold.
I can say one more time that I’d like to modify my contract and there’s no one who can resolve it.

So this is how it started, I bought my new iphone 6s on 2 year contract with virgin mobile from best buy store.
While selecting my plan I was told that I have a 80$ + taxes monthly plan in which I will be given 2 gb internet, unlimited local calls and sms and "2000 free international calling minutes". Same information was written on virgin mobile plan card that the store guy showed me. They told me that, as I dont have a credit history in Canada(as I was new), so I will have to deposit 100$ as security deposit (which will be credited back to my Virgin account after 6 months) so that my free international minutes gets activated. The guy told me to call customer support after 48 hours for asking to activate my free international minutes.
When I made my call they told me that due to a restriction in my profile because of no credit history, they cant activate my international minutes for a time period of 6 months.
I was very disappointed to know this as I was told that my minutes will get activated as I already gave a security deposit of 100$.
I made numerous calls to customer support to resolve this but they kept looping me to some "different team" and in the end they never came with a solution.
So finally I waited for 6 months and after that I made my call to get my free minutes activated.
They gave me two choices -1) I need to pay 20$ extra every month to get free 2000 international minutes (which is senseless as I already had free international minutes in my 80$ plan when I bought the phone)
2) To put a credit limit of 300$ per month on my account.
After arguing with the customer service agent for hours and getting no positive response I had no choice but to take option two to get my free international minutes.
So now they activated my "free" international minutes, and so I made several calls to my country and later to my shock I realised that I was getting charged for international calls.
I called customer service agent to know why is that happening and she told me that the international minutes are not free as the offer was launched when I bought the phone six months back amd now it is not applicable (what non-sense).
Again after my long argument with agent trying to make my point that I should be given free minutes, as I got the phone during offer time and I was denied of my right to free calls because of "there" so called "credit history restrictions ", the agent told my that she cant do anything and I would have to pay the extra 21$ charged due to my international calls.

I have now decided to end my contract with Virgin mobile, as it is the worst service I have experienced among all the service provider that I have used. I would never recommend this service to any international student coming to Canada. These people are fraud who have mislead me on numerous occasions and have charged me for what I was supposed to get for free.
PS- me and my friend bought phone from same store at same time with same plan and he got his free international calls activated within 3 months of service though we came together to Canada and had no credit history at all, this shows how inconsistent these people are with their rules and restrictions.

I upgraded my phones and was told to ignore my upcoming bill cause it would be messed up and it came and it was $1200 and then went to $1800 so I put in a complaint and they credited me $1200 to my account and said over $600 was still owing and I said I would make payment arrangements and they said no and I had to pay it in order for my phones to be re activated