Virgin Mobile

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.

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

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.

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.

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!

Was slow to connect to a representative, unhelpful associates and expensive fees for simple services. I called to pause my account during vacation months and I have to pay even though I won't be using my plan!

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.

I never had such a terrible experience. I was called and offered a special deal - a 100 Mbps plan with a 50% discount for the whole year. I accepted it but for the next 2 months, I was charged full price. I contacted customer support and they helped to fix it. While I was waiting, the man was telling me about their offers on TV plans, which I just ignored as I do not use TV much. In 5 minutes I get an email telling me that my plan got updated (the discount for the internet was applied) and guess what? I also got a TV plan for 35$ THAT I NEVER ASKED FOR.
While I spent 1 hour of my time to finally get my discount applied to the account, I now have to spend another 30 minutes trying to cancel something I never asked for.
This is nonsense, the worst product experience I have ever had, wow.

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.

I had an excellent experience with Virgin previously. Times have changed. Costco had a January promo of $39 (CAD) for unlimited Canada, some US and 10Gb. I signed up for that on January 17th.

I went back on Feb 15th and just happened to see that the current promo was 30Gb. Ok, no big deal, I've had my plan less than a month, I'm sure they will make good...

Man, was I wrong...

First agent I talked to couldn't do anything. I asked for Loyalty, as they have more tools. She said she was Loyalty, and couldn't do anything. I asked for her supervisor. She said she was a supervisor, and couldn't do anything. Ok, this is going very badly. I say that there is surely someone above her, and she says I can wait for her manager.

Explain the situation, it's been less than a month, and YOUR promotion has changed. Just do the right thing. Really shouldn't be difficult, right? Nope. The 'best I can do' is a 2Gb ongoing and 1Gb for 3 months.

I tell her "you realize I can just go back to Costco and sign up with Fido, which is offering the same 30Gb deal, right?" She continues to say that's the best she can do, so I just tell her not to bother making any changes.

How incompetent does a company have to be to not honor a current promotion that came out two weeks after a sign up? How does it make sense to be SO hard-headed to forfeit decade(s) of future billing over something so stupid and insignificant - that I would have gotten anyway if I had signed up on February 1st instead of January 17th.

Simply asinine.

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.

VIRGIN MOBILE IS A COMPANY OF SCAMMERS. MY SERVICE WAS SUSPENDED WITHOUT MY KNOWLEDGE SO I PAID OVER $200 TO GET THE SERVICES RUNNING AGAIN. THEN THEY SUSPENDED THEM AGAIN! I DEMANDED A REFUND FOR THE MONEY AND THEY SAID NO. I ALSO TRIED TO CANCEL AND THEY REFUSED. WASTE OF $200!

Long-term customer of Virgin Mobile, never had huge issues until today. Contacted customer service. Their "manager" has completely turned me off of using Virgin Mobile services.

Virgin Mobile was extremely unprofessional, did not honour the deal made with customer service, and backtracked on customer service's guarantee.

Their prices are expensive relative to their competitors, and the difference in price should not warrant service below subpar.

Their Customer Loyalty branch does the complete opposite of their intended purpose, and you can bet that I will be switching to a better provider.

I DO NOT RECOMMEND VIRGIN MOBILE, AND WILL NEVER USE THEIR SERVICES AGAIN. Find somewhere cheaper with better quality services and customer service. I've never been so frustrated and disappointed with a company and will be moving my loyalty elsewhere. I recommend Bell or Rogers.

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

I am writing a review for virgin mobile as I am absolutely appalled at the service, or lack there of being offered by the company. I became a virgin internet user in December 2021 and my plan was $35 a month. In December 2022, my plan suddenly doubled. At the time, I was moving so I contacted virgin requesting to cancel my services as it made no sense to pay double what I previously had paid. I explained that I was moving and would simply join a new service provider upon my move. I was told they would alter my plan and I could receive another year of a $35 plan. I confirmed multiple times and verbalized that if it is not the exact amount I have previously been paying, I did not want to go through the trouble of setting up my virgin account at my new location. I was reassured countless times, the change would be no problem and the price would stay the same. Virgin came and set up my internet at my new location and I didn't think about it again until it was time to pay my bill. My bill was double the price. I reached out to virgin and they told me whoever confirmed the $35 bill was wrong and they couldn't give me the price. After going back and forth for weeks (due to extremely unresponsive customer service) I confirmed that I wanted to cancel my service. While dealing with an extremely rude agent, I requested the head office contact info and proceeded to email them to inform of this ongoing issue. Upon finally getting back to me after an extended period of time, I was told yes, I would receive the $35 bill and to send specific information pertaining to my account. It's now yet again been weeks and no response.

I received an email last week stating that if I did not pay my bill, my internet would be shut off and I would owe a new fee to get my internet started again. I forwarded this email to head office requesting a response as I was currently waiting for weeks from them, and nothing. Today, while working from home, my internet has been cut off. This is so disappointing and unacceptable. I will be posting on as many social media platforms possible to ensure inform people of such negligence and disregard for customers from such a large company.

Be aware of this company! I bought a bundle with mobile and Xbox Series S just before Christmas 15/12/2021, both suppose to be as a gifts for my kids. XBox expecially bacause for my Autistic son. Xbox came with a port HDMI damage, and was not working from beginning. I realised this on Christmas day, and straight called Virgin Media about issue. They wrongly advised me that I should contact Exertis manufacture for exchange, them on the other hand after waiting ages for their response, said that they not deal with exchange, they only supply to Virgin and the Virgin is responsible for any exchange request. Back to Virgin, they still tried to take my time and saing that they will exchange. Firstly they sent of for exchange just a phone without xbox in it. I refused the package and called back to Virgin. They said there was a misunderstanding and they will do another one when the other will come back, I said yes- will wait. After 2 weeks of that situation I was still waithing for invastigation team to call me about all this case and compesation. Nobody bothered to call. Today is 2 months that the case is not resolved, I called today 15/02/2022 Virgin and guess what they said that they can't exchange the XBox, only phone. And if I want to cancel contract, I can. Was not sure if to cry or scream.
I was never that depressed in my life. My son started hurting himself because of that Xbox and Virgin was aware of that...
Please don't trust this company. I'm not going to stop on one bad review for sure! Bad experiance ever had!