William L Jfp

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Verified Reviewer

I-phones being held hostage

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We were loyal customers with Virgin Mobile since 2003. Bought multiple phones through them since that time.

Last year we bought 1800.00 worth of I-Phones from VIRGIN MOBILE not BOOST. About two weeks ago (mid January) my wife received a text telling her she was being switched to Boost. We thought it was a scam until I googled VM. The last week of January I finally got the same text.

Of course no alternatives were offered nor was an option to not accept the change offered. We were just told basically we were being involuntarily switched to Boost. Yeah, I know it's all Sprint but the short notice and lack of choice made us decide to switch to Consumer Cellular since we're both seniors. They sent new SIM cards.

When attempting to activate them I was told VM had to unlock the phones. I called VM to do so and got outsourced CSR. He told me since we bought phones June 2019 they wouldn't unlock them until, June 2020 due to VM policy a phone must be activated at least one year. Despite my 17 years of loyalty and multiple purchases and then the forced move to another company, they refused to budge.

At one point during first call I asked for supervisor and got transferred to Apple customer service. They were confused why that would happen. Finally, I was told a specialist would contact me on my cell. They called my land line leaving one sentence message - "Your I-Phone is ineligible to be unlocked at this time.

"

Now, I'm filing complaints with FCC, senior advocacy groups , BBB, AARP and as many consumer groupsI can find. I just retired at 70 and will make time to call Virgin, Boost and Sprint out for their bad faith customer service.

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Pros:
  • Used to be easy to maintain service on month to month
Cons:
  • Betrayal of faithful customers doing involuntary switch to boost
Reason of review:
Mandatory switch of companies

Preferred solution: Unlock my phones for switch to other carrier since the company I bought phones from are no longer in business

Richard B Hnf

Because my service sucked

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So I called Virgin Mobile at about 5:30 tonight I sat on hold for 57 minutes now that isn't ridiculous I don't know what is that is just unnecessary then I asked them for my account number and they only give me 8 numbers out of night so now for all that calling and all that waiting I did today I still have call back tomorrow to get the same account number that I called today for now that is ridiculous the representative the lady couldn't even understand me she didn't know what she was doing I would think that's that these phone companies would make sure that somebody knows English before they hire them
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Cons:
  • Useless customer service
  • Crappy website
  • Extremely long wait times with lies

Preferred solution: I want my account number and I want it immediately I will not settle no damn phone for 55 minutes again or I am calling the main office on Virgin Mobile

User's recommendation: Definitely be more prompts on answering calls and how about hiring somebody that's that's American can you do that

1 comment
Guest

Virgin mobile is behind assurance wireless, not only are they shady because they breach contracts but you never receive the product or service. Why are you in the business if you have no intention of honoring your commitment?

Keep promising phones are on there way and string you along. NO PHONE OR NUMBER. This is a scam and out aright an injustice to the American people that take you at your word. My pin is ******, name: Tanya Evans, 322 E.

Broadway, Unit B318, Salt Lake City, Ut 84111. Send my phone now,

Judy B Llp

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Verified Reviewer
| map-marker Beverly Hills, California

Problems with my cell phone

I tried calling the 888-322-**** number but could not connect with a live person, and all of the messages were automated and did not apply to my problem.
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Preferred solution: tell me how to fix the problem!!

Laverne M Wdl

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Dont join Virgin Mobile

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I've literally been call 888-322-**** and *611 from my phone, I could not get one phone to port my old number so I activated another phone with a new number. Still 2 hours later I have no phone service and was told not to call the 888-322-**** number which will take you to sprint customer care. This is the worse mistake I've made. I'm still on hold trying to get one phone cancelled and money returned to my account. If you're looking to speak to someone when you have an issue please don't, join this VM. to top it off, I was just disconnected.
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Loss:
$64
Pros:
  • Very little
Cons:
  • Useless customer service
  • Wrong number for their customer service
  • Dishonest selling practice

Preferred solution: Full refund

Resolved
Jonathan B Mon

Resolved: Get T Mobile

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Updated by user Feb 26, 2020

They finally unlocked the phone after much hoopla and complaining. The people who are supposed to answer the questions we had, were not being honest with us.

In many cases they did not know what they were talking about. We received so many different answers from so many "managers" that all we could believe was that they either did not know the answers or were just making it up as they went on. They contradicted themselves at least 5 times. They have lousy service and huge wait times.

We wonder if they just put us on hold for so long, hoping that we would hang up the phone.We will never use Virgin Mobile again.

We are on T Mobile now. At least we can go into a store and get everything in writing.

Original review Jan 27, 2020
Customer service kept us on line for over an hour and then lied to us about unlocking our phone. Worst customer service ever.
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Loss:
$600
Pros:
  • Cost
Cons:
  • Customer service
Reason of review:
Poor customer service

Preferred solution: unlock my sons phone

Matthew P Hlv

Phone top up pin

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Give me A damn person bc I dnt know my damn pin bc it was hacked I'm assuming I have been a virgin mobile 20 years n this is *** give me a person to talk to not a *** automated service that is a dead end.
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Preferred solution: ...

Shakeisha Rog
map-marker Miamisburg, Ohio

Cant top up

Debit payment service was down, I bought a top up card and would not work online. You got it it by me calling c.s. thanks
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Anonymous
map-marker Reno, Nevada

AVOID

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I refuse to do business with ANY company that has access to my credit card and I cannot call a live person from my land line to discuss my account!
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bob v Lts

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Verified Reviewer

Avoid this firm at any cost...

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I have been their loyal customer for several years but I am seriously thinking about quitting them. Their entire system has never been customer friendly because their toll free number is a joke. The lines are always overloaded and their selection of Flip Phones is miserable. Their Alcatel flip phone is the only flip phone they offer and you have to charge its battery daily even if used sparingly. The only reason that I am staying for now is because I am hoping that I will be able to speak to someone there who would tell me what other alternative flip phone I could use with their service. The employees are OK, it's their idiotic management that permits this situation to continue.
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Cons:
  • See my notes
Reason of review:
lack of selection, lack of employees to serve customers efficiently, poor quality flip phones, etc...

Preferred solution: Get me the answers that I need!!!

Denise Msk

This company is a joke

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I ported out my number on sept 23 and notified virgin on that day I was leaving after being with them for 3 yrs. on the 24 they withdrew the total amount of 54.86. I have the pay as you go method. I called and asked for a refund and they denied me saying I used 14 text messages so the were keeping the full amount. Never have I heard of such a thing. What’s even worse is the run around you get when you call. They cut my phone off on the 23 so I could not call the customer service nor could I get online to make sure my cc was taken off my account. My only other regret was all the money I wasted over 3 years for there *** cell service.
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Loss:
$55
Cons:
  • Everything else
  • Long wait times
Reason of review:
Problems with payment

Preferred solution: Full refund

1 comment
Guest

I will NOT do business with ANY company that has access to my credit card who I cannot reach a live person from my land line!

Anonymous
map-marker Whitehall, Michigan

I need my account number

I cant get my account number from this company so I can switch to a different company.
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Anonymous
map-marker Saint Louis, Missouri

Stay away from Virgin Mobile

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Virgin mobile doesnt care about your phone issues. They only want the automated system to deal with you. They are the cheapest company out there who cant afford to hire real people to talk to
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Reason of review:
Poor customer service
robert w Yqn

No service/cant talk to human

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i lost my cell phone service on Oct 2 at approximately 5 pm...i have had no service since losing my service...i have repeatedly tried calling the number given and it keeps hanging up on me....i have sent emails to Virgin Mobile and I keep getting a generic response...they cannot give me an estimated time to repair the tower issue they claim...i am pissed off at Virgin Mobile...they seem to not care and surely do not seem interested in repairing the issue...i am at wits end on this and am about to get a new carrier if this issue isnt repaired immediately...
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Pros:
  • Cheap
  • Month to month
Cons:
  • Slow to respond
  • Deceitful
  • Hard to contact
Reason of review:
no service, toll free number dont work

Preferred solution: Deliver product or service ordered

Margo D Xmy

Oct 17,2019 Virgin Mobile Cut off my Cell phone without any notice even though the Bill was paid for.

Case # 8548****. I'm disabled. If I had chest pains due to Heart Attacks while driving without my cell phone to call 911 I would be Dead! Your company had some nerve to cut off people's cell phones without any notice and for no reason on Oct 17th-2019. I am very upset with Virgin Mobile and will fight this matter till the end. margodrivas@***.com
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Loss:
$1000
Reason of review:
Access/ activation issues

Preferred solution: Let the company propose a solution

Ank L

Add pin to my phone

I did buy a $10.00 virgin mobile, then I could not add pin to my phone and online too, pin # 197372****995713 , reference # 3CBD7452, approval 101904**** , I want add pin to my phone 669-467-**** .Thank,
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Loss:
$10
Reason of review:
if pin unvalued, I want a full refund.

Preferred solution: Full refund