Virgin Mobile

I've had Virgin TV and Internet for 5 days, one word describes it,JUNK! Stay away,save yourself frustration and anger.

I've had virgin internet and TV for 4 months and from the very beginning nothing but problems with the connection more often than not I have to reconnect and the problem continues. I have talked with your technician as well as bell no one seems to know what the problem is. I'm tired of it and am going to cancel the internet and TV it's the worst I've ever had. I think I should get a refund to compensate me for all of my frustration

Virgin Mobile is hands down the worst cell phone company out there. After spending hours telling customer service about my constant dropped calls, out of country package that did not work, not even a call back to follow up even though they said they would.
When I called again I explained the situation again and they said that they were having cell phone tower problems and there was nothing they can do. How about a credit, or some incentive to stay, but no they advised me to go to another company wth…terrible!

I asked for a cheaper plan, they offered me a $15.00 plan. Based on our discussion all was well but 2 months later they billed me $789,00, when I called to inquire about the billing the staff were very defensive and mean. The supervisor by the name of Brian was so unprofessional and childish, Please, stay away from this company. They're crooks and if you're with them already, avoid automatic payment with them. Delete your card/s information cause they're are hungry for money and will clean Your account.

I am in the US. Virgin doesn't have a reasonable roaming plan so I switched my phone to use Wifi calling which uses VoIP on my house wifi network. Virgin still charged me roaming fees of $489 even though I am not using any cellular network. I'm dumping them ASAP.

Bad service long waiting time to resolve any issues your told your plan amount and that it does not change unless your change your plan but yet they will increase your plan anyway invasion of privacy by going trough your call log and calling your contacts
Think twice before changing providers
This all happened to me today so before you think of changing read all the reviews from existing customers they are extremely accurate

Do not touch this company they overcharged me every month and I pay it hoping that they won't do it again people call me and tell me my phone is off when my phone is on all the time do not touch this company or buy any phone from them they will find excuses to overcharge you and they will give you bad service and the customer service have no idea what is going on.

My name is Syed Abbas, my number is *******757 and *******252. I took home internet connection from virgin, on 31st July 2023 from the same date I started complaining about connectivity issue but they didn't solve till today 25th Oct 2023. They do not have call Centre for complaints, you have to come. Plain on app and that is the worst part. Please do not buy their home internet,

Cancelled service end of October was told would credit back on card on November statement now told can take up to 28 days to put refund back on my credit card. This is after waiting 2 hours to speak to a live person. Strongly advise if you cancel with these people cancel preauthorisation 1st make sure you owe them. I'm still waiting and don't believe it will be any time soon

I really like virgin mobile. Bills are predictable. $35/ month gives me talk, text, and data. My phone was affordable and fully functional. Definitely worth the price.

My daughter (grade 9) got phone bill this month, $586. Her cell plan was 20G data limit plan. Without notice she got 3.5G data over the limit (20G). Over 3.5G data Virgin Mobile Canada charged over $551, $15 /100 MB. I could not believe Virgin runs their business like this. Actually I even did not want give them any star!

This is absolutely a scam of a plan, they send you notifications if you go over the data through unknown numbers so you actually never receive the notifications, they don't send you emails about it - nothing. Customer service is terrible, they're not willing to help and just say its your fault but theres no option to stop the data once you've gone through it. I cancelled my plan too, paid in advance, and then they charged me again and cancelled my account but didn't remove my card. The amount of problems I've had with Virgin is insane, I never dealt with these problems with other service providers.

I would never recommend this plan to anyone, please be aware, they will eat your money like crazy!

I've attached a photo because I feel that it covers all the grounds as to why Virgin Mobile is just another multi-national fraud that gets passed as a caring business. I've been with Virgin for about 9 years and they seem to not value that so I'm moving my money somewhere else.
Over the years of not signing up for their relentless phone upgrades 'offers', my monthly charges slowly, but surely, because those $#*!y shareholders need returns!, went up without even an email to let me know. I've been diligent about tracking this but wasting hours on the phone to not have my rate changed is infuriating. Fast forward to this epic price gouging episode that our society seems to be going through and I get this (see photo) on my homepage. Somehow I'm paying $63.50 for 9 GB, went up $5.50 for no reason, while they offer 20 GB for $50!. The problem is multinational business parading around like virtuous entity worthy of respect. Ha.

As a new customer I can buy a brand new phone and get unlimited calling, text, video and pictures messages for 46.72/month for 2 years. As an existing customer with 5 months left on my plan, I'm paying 11.30 a month for the phone plus data. I want to cancel the data as it is no longer required and to do this it will cost $150 to pay out and then $35 a month for calling, text, picture, video messages. After my 5 months are up, I guarantee I'll be switching to Fido. Your customer service sucks big time.

I signed up for an online Black Friday deal that included a phone and a 2 year contract. When I called them to check on delivery I discovered they had cancelled my order without explanation, notification or consent. I've gone through I don't know how many agents trying to sort it out and every time it just seems to get worse. I've been told four different stories by four different agents and they've been gaslighting me. I have had no resolution at all and I'm finally going to cancel my account with them totally. A store agent told me that the company got in over its head with their Black Friday deals and can't fulfill them. He said that many other customers have had similar complaints and gotten no resolution either. Would definitely not recommend.

I Regret going with Virgin
I signed up for a mobile plan, and ordered the SIM card. They said, I would receive it within 2-3 days. A few day later I reached out because it hadn't shipped yet. Then they said it takes 2-3 weeks. I asked her to cancel everything, she told me that she did. I asked for an email confirming the cancellation. She said they don't do that, but I would receive a cancellation notification.

I moved on to another service provider. Then I received an email stating that the SIM card shipped. I called, they said they never cancelled. That now, I can't cancel.

As soon as I became an official client customer service quality went downhill. They just refuse to speak via chat, and brush off.

Dear Virgin Mobile,

I am writing to express my extreme dissatisfaction and frustration regarding the abysmal experience I have encountered while attempting to redeem the promised $200 hardware accessories credit that was offered to me upon purchasing an iPhone 13 through your company. The level of incompetence and disregard for customer satisfaction displayed by your representatives has left me utterly dismayed.

I am upset by the fact that I have been trying to resolve this matter for two weeks, only to be met with sheer incompetence and disregard for my concerns. It is beyond comprehension that a company of your stature could mishandle such a simple transaction.

Upon purchasing the iPhone 13 and being assured of the credit by a sales representative over the phone, I expected a seamless transaction. However, my expectations were quickly shattered when I visited a Virgin Plus store to utilize the credit, only to be informed that it could only be redeemed online. Yet, my attempts to redeem the credit online have proven unsuccessful due to a system error that prevents its application.

What followed was an excruciating ordeal that involved contacting your customer service four times, a total of four hours wasted on August 31,2023. Throughout these calls, I was transferred between departments, seemingly at random, from customer service to loyalty to sales and back to customer service again. The incompetence of your representatives is completely evident in their inability to differentiate between a Service Agreement credit and a Hardware Accessories credit.

I was subjected to an array of absurd explanations and excuses that can only be described as idiotic. One supervisor, who I managed to record, ridiculously claimed that the cable charger packaged with my iPhone was equivalent to the $200 hardware accessories credit. Another supervisor attempted to pass the buck to the Sales department, while a sales representative deflected responsibility back to customer service. The circular and irrational runaround I received was truly infuriating.

Now, to add insult to injury, I have been informed that the credit has supposedly expired. This revelation comes after two weeks of struggling to resolve this issue, further highlighting the sheer incompetence of your company's handling of the matter.

Not only did your representatives fail to provide a resolution, but their dismissive attitude and refusal to connect me with higher authorities showcased a transparent disregard for customer satisfaction. I requested to escalate the matter and was met with outright refusal.

This entire experience has been nothing short of nightmare. The lack of accountability, the incompetence of your representatives, and the complete absence of a resolution have left me with no choice but to reconsider my association with Virgin Mobile. If this communication reaches someone within your resolution team who values customer satisfaction, I implore you to contact me immediately at *******452. Failure to do so will lead me to one conclusion: that Virgin Mobile does not prioritize its customers' well-being and satisfaction.

Sincerely,

Sumit Sharma

Am in the USA and went to renew my 30 day roaming add on for $60 told they have just cancelled that plan and if i want a roam plan its now $13 A DAY!
What a rip off cell service in Canada is today. SHAME ON VIRGIN! Shame on the Regulators!

Call back no service info they ask all security questions then cant even tell you mbps really.tell a senior to go to a store in a storm.Train your people.Looking for a new provider.Do yourself a favor and stay away

I will never recommend anybody to go for virgin mobile. It has very poor signal. I was with Fido for 14 years never had a problem.

These guys are running a coordinated scam. Took 100 dirams for the sim at the Airport, it was not activated for 27 days saying that there is a issue with the passport update. And when I went to update the passport documents, all the centers shown in the map ( app) says, that they don't have the authority to update documents. Then they offer you a compensation, but inorder to recieve it you must again activate a 79 diram package. Then again they block the sim saying that the documents needed to be updated. Since it has been 30 days. Then here we go again.

Around 5-6 years ago, Virgin was an amazing company with excellent customer service, making them a great choice for many customers. However, over the past year, their performance has significantly declined. It seems evident that they underwent a poorly executed restructuring process, which has negatively impacted their customer appreciation, service quality, and care.

The decline in service was particularly noticeable in the last month of May, where you experienced frequent outages, leading to a lack of reliable service for more than half of the month. To add to the frustration, you were billed double the data usage, and instead of resolving the issue, Virgin appeared to be indifferent to the problem.

This decline in service and the apparent disregard for customer satisfaction has left a bitter taste in my mouth. As a result, you are eagerly looking forward to switching to a better company, clear Virgin does not appreciate the 450 dollars i give a month. I have lost faith in Virgin and even warn others against choosing them, as well as Telus (since they took over and the service deteriorated).

The cultural values of Virgin, such as attitude and kindness, have suffered in recent years, contributing to the overall dissatisfaction. To avoid any further trouble and problems, I strongly advise others to consider reputable alternatives like FIDO or similar companies.

In conclusion, the decline in Virgin's performance and the apparent lack of concern for their customers have driven me to seek a more reliable and customer-oriented service provider.

This company is a joke. To pay for 6 additional GB on your data is $75 before your bill, but if you go over 6 GB then you're paying $600 dollars. They normally send out text messages letting you know what your overage is, But in my case it went to a Spam folder and I never saw it. They "worked" with me And when a payment plan was suggested, I told them I can pay back $600 in a total of 3 payments for 3 months, as it was 2 weeks before Christmas. Their response was, Do you have sixteen days or we're going to shut off your account. If you go to rogers, You can get an even better plan with unlimited GB You might have ten gb at full speed, But You'll never have to pay an overge fee. And you'll never get screwed by this company that rips you off and steals from you every chance it gets.