Our family has had VM for over 7 years. It hasn't been the greatest coverage outside of our immediate major metropolitan area, but since 95% of our usage remains in the area, we have lived with most of the companies "Growing Pains".
However, since the earlier part of this year, ALL service, connectivity & billing, has been absolutely horrible. We have been in emergency situations several times, in which we could not get service. Last year, one member of our family moved to zip code 60605 where, recently, service goes dead almost daily for hours at a time (ie, can't make calls at all or receive txts). When we call VM customer service to explain they just say the cell is under service and there is not estimated time reliable service will be restored.
They apologize & say we will be compensated when repairs are complete. What kind of response is that! This has been going on since February 2013. The worse thing is that the company is so vague about what is actually going on.
Why not let their effected customers be notified in anticipation of this work? Is it maintenance repairs, upgrades, can work be done during low peak usage hours & give customers the ability to work around the most unreliable service maintenance hours? Is ask Virgin Mobile executives, what's your explanation? My suggestion is for VM to do some damage control & responsibly address this problem with their customers.
I, for one, am not going to wait for a catastrophic event that leaves me stranded without service once again.
Prospective customers, save yourself much aggravation & time, by ignoring Virgin Mobile as a potential mobile phone carrier.
Product or Service Mentioned: Virgin Mobile Phone Service.
Monetary Loss: $1000.