Virgin Mobile

The service to phone is adequate, but in Canada I find all providers have been similar for good phone connection. If anything goes wrong: something wrong on your bill, cancelling your plan, your phone stops working, etc. their customer service representatives are each trained to provide help with minor tasks and in general you will be on the phone for hours, being transfered, often hung up on, and very rarely will your issues ever be fully resolved. They have removed email contact as well so the only way to resolve an issue with Virgin is over phone with very long wait times. I would not recommend using this company to anyone.

I ordered a new phone but realized when I got the confirmation they were sending it to an old address despite me confirming the correct time before placing my order. I called right away to get this corrected but after being transfer 5 times - was given no solution. They said the order was already in progress (it was not shipped yet, it was just placed) and they would need to have it sent back via postal to be able to re-send it. I asked what if the new owners of my old house accept the delivery? They pretty much told me then I would be out $800 and on the hook for the phone. How in 2024 can they not update an address when it hasn't even been shipped? Dreadful service!

Worst rat bag scum scammers in the mobile industry, constently shut your service off and want more money to turn it back on and lie about billing cycles and all this other nonesense they literally make me want to grab a knife and slit my throat

Do not use this company. I have been a customer for ten plus years, I have three phones and home internet which I upgrade my phones every two years and they used to be ok but the last year they are completely incompetent and give me high blood pressure. You will have the smallest most simplest issue and u call and 7 different people put u thorugh to the wrong dept. I mean I know mistakes happen sometimes but every single person who works there is making mistakes. And than you ask a question and get 8 different answers, so you agree to what the first rep says than you get your bill and it not what was promised and when you call they all tell you something different I am soo done with them. DO yourself a favour give your business to anyone but virgin you will get royally screwed

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.

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!

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

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.

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

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,

So Virgin has roaming plans that you can select through the app. When selecting and purchasing your plan, the first step is to enter which country you're going to to get data for that country. I purchased different data packs a month apart for two different countries. I bought 20 GB valid for a month for the US, and 4 GB valid for a week for Nigeria. While in Nigeria I realised that the app was using my 20 GB pack and when reaching out was told that the country you select doesn't matter, that the app just uses whichever you purchased first. It also kept saying that the 4gb pass was the active one, but it used the other. So now for a short trip it used the larger month long data pack which will now expire in two weeks and I've wasted 400 dirhams because their roaming packages are deceptively sold on the app. DO NOT USE VIRGIN.

The rates may be decent but whether or not the customer service is worth it when you run into difficulties...yeah. Jury is in on that, and it's a hard NOPE!
I have been given the run around repeatedly. The reps will outright lie to you regarding time lines if you have the extremely stress inducing and unpleasant experience of trying to 'upgrade' your phone. You will wait FOREVER if you attempt to return a phone for a different model...and they couldn't care less, nor will they let you speak to a supervisor. The store location staff are also woefully unhelpful.
RUN!

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!

Worst experience. I was a loyal customer for 4years. I spoke to 4 agents end of October to buy out my phone, I first person spoke and when I requested to be connected to his manager, he kept me on silent hold for 30mins. Later again I spoke to a 2nd agent which did connect me to the client acquisition and I was told I would be seeing the buy out bill on Nov 1 and I waited. Now that I called them because I was saw the same billing cycle and didn't understand why it didn't change, and again I requested to talk to a manager, this person kept me on hold and acted as a manager hasn't I would recognize his voice. I immediately disconnected the call and spoke to the 4th agent and he said he was the escalation team and same I would be seeing the bill on December 1st which just wasted my whole month waiting on these guys... Really bad customer service and deceitful... I wouldn't another customer going with them.

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.