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Virgin Mobile

 In a nutshell  

Date: September 2007

Virgin Mobile is part of the Virgin Media group that also provides broadband, TV and home phone services. Virgin Mobile is a virtual mobile network, using the T-Mobile network to supply its services.


Virgin Mobile user reviews

Love this product? Hate it? Please share your experiences to help other people choose the product that's best for them. Please do not review this product if you have not used it. This is a review site, not a forum, so please don't just ask questions. Please do not use swear words or offensive language, and please, no advertising!

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Reviewed by Kenneth Jiles from England on 5th Oct 2015
Terrible customer service, telephone staff tell lies and fail to action orders. Do not use this company as they will fob you off with any old rubbish and when a refund is warranted they take time to refund unlike when you pay them.
ASvoid this company at all costs.

Reviewed by MT from United Kingdom on 4th Oct 2015
I wouldn't return to this company ever! It goes from worse to worse. First they decide to 'emigrate' my broadband account (probably because I wouldn't buy into one of their pricey media packages!!) - so I find myself with TalkTalk (a very nice way to treat a loyal customer of many years!!). As for the mobile phone (purchased before 'emigrated' by Virgin!), I have had the worst ever reception; I cannot even use the phone in my own home most of the time!! Right now, I cannot access emails or the internet! And, in London, I've been cut off in the middle of calls more often than I can actually count! There's better and more caring companies out there then this!

Reviewed by So pin from uk on 1st Oct 2015
vigin mobile have the poorest customer service ever. I changed my contract over was told my phone was delivered by the courier when it wasn't, faugulently signed for and when I rang Virgin to complain they put the blame on me and tried to accuse me of stealing the phone. I have get till this day not had my phone or sim delivered I have to ring the police to tell them about the theft by yodel, and they still will not send out another phone or cancel my contract. I think the service is disgusting and will never use vergin again. EE u r the best, with 15 years of loyal service phones delivered on time.

Reviewed by Kerry from UK on 19th Sep 2015
I am a complaints and sales handler in my present company so I do understand how difficult it can be dealing customers on a daily basis. But the service I have received from Virgin is disgusting.

Signed up to a 24 month mobile contract on the 1st of September. On the 5th of September my phone developed a hairline crack under the jack cable, roughly about the size of a postage stamp. I contacted customer care who decided to refer me directly to Microsoft technical help desk. The person I spoke to informed me that because the screen was cracked, then this was out with my warranty and I would be charged for a repair if their engineers concluded the crack was the result of a handling issue. They arranged to send prepaid envelope to return the phone for repair.

I called Virgin the next day after reading threads on the web from customers who had similar issues with their handsets within the warranty period. I spoke to a customer care adviser, and again advised that I was within the cooling off period and wanted a replacement handset or would have to cancel as the product was not fit for use (The product wasn't dropped, handled heavily or banged so the crack must be a manufacturing issue) The adviser assured me the matter was resolved and I would be sent an exchange within two days - he mentioned a replacement may take an extra day as he was busy but I would be sent a new phone before the end of the week. Two days passed, still no callback.

I again called Virgin to check on the progress of the previous call. The next adviser I spoke to said he would gladly get a replacement organised and would contact me on the 16th to confirm delivery. Because I reported the fault on the 9th, I spoke to the adviser at length regarding the cooling off period and was told I could cancel as the product was not fit for use and the 14 day period still applied. He arranged a replacement for today, involving a courier to my address and the old phone would be exchanged for a new one. He said someone would have to be at home to sign for it.

Fast forward to today. My husband waited in all day for a call as I was working. Get home and there's been no call from Virgin and my old phone is still sitting on the table. Called the helpline and spoke to yet another customer service adviser. Turns out the guy who arranged the exchange was off and there was a note in the system saying Virgin had cancelled the exchange. Nobody bothered to tell me. Fifty minutes later, I was told they are not replacing a faulty product within the 14 day cooling off period and told me I couldn't take it into store to have someone look at it. I said I wished to return the product and cancel due to poor service and products - Their Manager said I have lost my right to cancel as Microsoft must confirm if the product was faulty in the first place. They are now sending me another prepaid envelope.

What happens now? Nothing. They won't pull the calls I made with the previous advisers but said they will pass on my concerns as a 'Training Issue.' If I can't prove the phone was faulty when i purchased it, then I'll be landed with a damaged product for 24 months. If they do find the product was faulty, I get to cancel and sign up with a better phone provider.

I know people bitch and moan about call centres in places like India. The people I spoke to are in their UK call centre so I won't be blaming a language barrier for Virgin taking the mick while taking my Direct Debit.

Reviewed by David Marshall from England on 19th Sep 2015
Five weeks since VIRGIN Media blocked my mobile phone

The service has been absolutely rubbish so many promises that they must have run out of crossed fingers

Supervisors hanging up on me twice

Promise of call back....still waiting

Promises that the phone would be freed within 24 hours

still waiting

Now the department that can free there admin error is not open but a further call back

5 weeks...dreadful

Reviewed by keith from uk on 18th Sep 2015
Been with virgin mobile for 6 years have 4 phones with them for family never missed payments all are vip deal so pay £140 a month for all contracts, coming up for renewal tried renew one but told failed credit checks , my credit is poor but never had problem before so looks like pay as u go deals needs to be done , in away sad but hey least no cntracts anymore will save £100 A month ish which is my gain virgins loss. Anyone having trouble like me , have they changed their policy lately?

Reviewed by Carol from England on 17th Sep 2015
Took out a mobile contract for my daughter to use. I told them I only wanted a year as she would be leaving after that. They now say the contract was for two years and that they would listen to the original phone call to prove it. Funnily enough they now say they can't listen to the original call and that I owe them next 12 months money. Told me to look on terms and conditions which I didn't receive. I only received an e mail stating the phone was on its way.

Reviewed by RON from ENGLAND on 13th Sep 2015
Hi I have read all of the reviews and agree with all the one star reviews. I have been handling my wife's account with Virgin regarding her wish to cancel her mobile phone contract which she has had for between 3/4 years. This enquiry was started in July 2015. I notified Virgin customer service then that she no longer wished to continue. During my conversation I was asked for her pass word unfortunately she had forgotten it. Because the pass word could not be sorted THEY refuse to cancel the contract and continued to ask for payment. The monthly payment were made from bank direct debit. This has been stopped. The follow up was letter from Virgin which arrived asking to start up the direct debit and demanding £10.40 outstanding. Obviously they are not on . It appears they have trained staff to be arrogant and pressurise people into paying for a truly bad service. People who don't know how to deal with this sort of situation.

Reviewed by Becca from England on 11th Sep 2015
I used to have a phone with Virgin, but after reading these reviews I am so glad I changed to O2. Even more so after trying to help my dad with his phone.
As he doesn't use his phone that much, he was offered a customer loyalty discount that would last him two years. Fine, until the discount came to an end as did his contract. With no warning. The previous contract he was on was not a roll on contract, so he should have either been notified the contract was at an end, or had his phone stopped. Instead, horribly, his was charged double and even one month quadruple what he always paid with NO NOTIFICATION.
Due to some personal issues and circumstances my dad didn't notice this was happening until nine months later. Immediately he was on the phone to customer service. After being told they'd phone back, he waited a week before taking the initiative to call them once more.

Not only was there no record of having to call him back, apparently they 'forgot to make a note to call him back', but as Virgin is a 'large company' they are not obligated to inform someone of their contract ending. They encourage people to look at their accounts and their bills. Being a large company, it is 'difficult to contact each customer when their contract is up'. Well, O2 do it for me, I was informed via text 2 months before my contract was up, and reminded via email every week for the last remaining month. But despite the difficult personal issues my dad was going through, he should have remembered his TWO year contract was ending.

Essentially, they blamed my dad for the nine months of extra payment, and cannot reimburse him the money lost. Instead they sold him a SIM only contract for £5; just a small victory, but it's not going to bring back the £150+ my dad is owed. But I swear to whatever deity is out there, if I find out that my dad gets charged any more than the amount he was told by customer service, I will be furious.

Pathetic customer service and despicable excuses.

Reviewed by Charlotte from England on 8th Sep 2015
Spoke to virgin mobile in April, asked them when my end of contract date was and told them I wished the contract to end then and not continue. Still being billed for a phone that's in the bin and they just keep saying "that's not the convocation you had" but when I ask them to go check the conversation that should be recorded I'm told they can't do that.....well why did the guy last week say that he could and would do that if you can't? Now, 4 months down the line, I'm being told I had to inform them within 30 days that I wished for the contract to finish. Wasn't told the originally though and now tell me they can't cancel the contract until I pay them £75 to bring the account upto date....what an account I cancelled months ago!!!

Their systems are dated, their staff are untrained and are only trained to get customers to pay money that's it, no help no service nothing like it was 10 years ago!

Discussed, and to make a complaint you have to write a flipping letter to somewhere in Swansea! !!! Who writes letters these days why can't I email? Why can't I speak to somebody???

I am not paying a damn penny for somebody else's mistake they can jump! HAVE virgin media wouldnt even giving them 1 star!

We had same problems last year with virgin media when we moved house, was told the area COULD receive virgin media, when we moved house we were told different, and we would have to pay to get out of the contract or go with a secondary service which would cost more money....do one! Argued, won the case, and yet they still sent debt letters out so we had to ring them back to argue what they had already told us!! And they never changed our address after telling them 10+ times!

Reviewed by Kimberly M from United States on 27th Aug 2015
I have to say I love Virgin Mobile. I have been using them as my cellular provider for about 3 years now. I have good service in most areas and I love that I am under no contract. Also there are no hidden fees like with other companies. I know what I will have to pay each and every month and I don't have to worry about some extra charge being tacked on without my knowledge. In fact, Virgin actually tacked on $5 to my account balance last month because it had been reported that there was an outage in my area. I hadn't asked for anything, they just gave it to me because they felt it was right! Who else does that?! Also I got a text from them saying that I had an added GB of data per month FREE of charge. I have unlimited data but everyone knows speeds are slowed down after you use so many (mine is normally 2GB). So I now have 3GB before my speeds slow and I thank them so much for giving me that extra. I had an issue today where I thought I had mistakenly charged my debit card twice to pay my monthly dues so I sent a quick email explaining that. Within a few hours I had a response from a lady at customer service. Normally with other customer services I would have had to call and be transferred around 4 or 5 times and then on hold for who knows how long. So I am thankful I could communicate through email and not have to wait forever. They are just great great great in my opinion!

Reviewed by David Neale from UK on 18th Aug 2015
Very poor customer service within the UK and at their overseas bases, they have a take it or leave it attitude, so i am leaving it.

Reviewed by Paul from England on 18th Aug 2015
After failing to negotiate an improved offer on a new contract with Virgin at the beginning of July, I asked for my PAC code so I could transfer my number to new network. This happened on the 4th July, we are now at 18th August, my number hasn't been ported, Virgin are insisting that I still have a contract with them, and so I have a split contract - two phones, same number. I can receive calls and texts on the old phone and make calls/send texts on the new one. My new provider is unable to get an answer from Virgin either as to why all the files have not been sent across for porting.
The Virgin customer services is in the Philippines I believe - they are worse than useless. If anyone has a UK number I can call that would be very helpful.

Reviewed by Susan thompson from England on 16th Aug 2015
After reading so many awful reviews.I feel I need to say something about the dreadful customer service that Virgin have . To say the staff are rude ignorant and just don't listen is an understatement to say the least . Oh and forgot to add Liars to that . To everyone who is thinking of going with Virgin don't and the ones that are already with them get out as soon as you can . Enough said.

Reviewed by ann from england on 14th Aug 2015
Ok until needed a repair phone came back cracked and all techical team want to do is send sim cards ! The woman in techical team was very unpleasant and did not want to know about the crack and said well mine got a crack in to ! Now you told us your phone is cracked youry insurance is void she was so unpleasant and kept on about her phone ! Can't wait until my contract ends . I have been a good customer to vigin but it count for nothing .I would give them zero ratings.

Reviewed by Kasey from UK on 12th Aug 2015
Been a Virgin Mobile customer for almost 7 years.I do travel often and since I had some awful experience with Virgin previously but I accepted it was my fault by not turning my mobile data off while abroad this time around they went too far.I never fell in arrears with them and capped my monthly allowance to 100 due to above mentioned previous experience.I travelled on 14/7 to 4 different countries for a period of 24 days and never used any mobile data.I occasionally sent messages to friends and family plus had to make a call to Lufthansa to confirm a flight that's about it.I landed back on London Heathrow on 6/8 my phone was suspended on 7/8.I called them to find out exactly what happened.i was told my account went over the limit.Asked customer services regarding the adequate amount required the answer was 30 pounds to put me below my limit and my bill was due to be debited in a few days so I paid the amount I was advised on..since I'm on unlimited SIM only monthly roll on contract means once I'm back in the UK and below the credit limit my service was to be free. I was WRONG the next day my account was suspended bang in the middle of a very important chat.Tried calling 789 but all received was It looks like your account is suspended you can call us on 789 anytime you like and call disconnected.Despite a several more attempts with 789 then 0345 6000 789 I kept getting in the same message with disconnection.I asked my son to call them and he did he was told I was over my limit by 36 pounds I asked why and the customer service told me over usage abroad I explained it can not be right because I also have a secondary phone to use abroad and my virgin mobile is usually turned off and I always make sure that I accidentally do not dial a number which is almost impossible with an S6 anyway.Besides my bill was pulled below my limit which I am on unlimited tariff and no charges should be applicable but I still ended up paying further 36 pounds due to my mobile is very important.That was supposed to be it but WAIT.My phone was suspended again the third day again..Another few attempts and same message followed by disconnection I eventually called from another number to find out that my unlimited account was 39 pounds over the limit for over usage abroad.At that point the customer service received a proper mouthful and I requested a PAC code .Now I decided to move to 3 network unlimited SIM deal purely based on I can use my mobile in Europe and Israel with no extra cost Virgin will never get a penny of me again that's for sure.They are nothing short of disgraceful .

Reviewed by David Young from england on 11th Aug 2015
virgin trying to charge direct debit for phone never recieved phoned numerous times over last month been told don't worry will be sorted and passed on to chase team two weeks later. Get letter saying in arrears and will affect credit rating phoned yet again and got told the same in hands of chase team pathetic customer service haven't got clue what there doing say anything to get you off phone good job I cancelled direct debit as they just say account open till they get phone back which I never recieved in begin how can I send it back.

Reviewed by Nth from Ecosse on 5th Aug 2015
My case is basically identical to Susans.
My bill is up to date, no service and getting fobbed off, disconnected and run around. They have managed to register TWO sim cards to the one number resulting in it reverting to it being a PAYG sim whenever it, (seemingly), updates/updated !
Beyond USELESS is putting it lightly.
VERY lightly.

Reviewed by susan from united Kingdom on 28th Jul 2015
I have been suspended from my virgin mobile account for 3 weeks now. It all started when they cut me off on a Monday, i rang them up and asked why they had done this and they said they had technical difficulties with the system and that i would be up and running in 24 hours but of course i was not.i rang up two days after and asked why I was still not able to ring or text people and they said I owed them 45 and I told them I had paid it on the Wednesday which was a week before I was suspended. They checked their system and told me I was correct and said I would be on shortly. Of course I was not, throughout the whole of the 3 weeks I have been suspended,I have kept ringing customer service to see when I am going to be able to use my phone properly and all they have said is it would be up in 24 hours or reboot your device in the next hour, I am sick of hearing that same voice everytime I ring someone "sorry your account has been suspended if you would like to get back up and running you can call us on 789 anytime you like" I will not be coming back to virgin once my contract has run out they are appalling and the staff is useless because they can't even turn a phone on by a computer!

Reviewed by Fiona Breen from UK on 27th Jul 2015
Absolutely horrendous. i moved from O2 to Virgin a few months ago for a cheaper tariff and deeply deeply regret my decision. Some very rude staff, some very nice staff who unforuntately can't seem to get done due to rubbish internal systems and processes, internet down half the time and generally the whole service is backwards - I can get internet about 30% of the time and then it's incredibly slow through to having to call to use your mobile abroad ann turn on picture messaging - ridiculous.

If you do not have a job and enjoy spending your time on the phone complaining (and generally getting cut off), and have a trust fund to pay the outrageously high bills for anything outside your package - Virgin Mobile is definitely for you. If this doesn't sound like your thing DON'T DO IT.

Reviewed by Phil Jones from Wales, UK on 27th Jul 2015
When I moved to a non-cable area I terminated my TVetc contract with Virgin but stupidly kept the phone contract of 10 a month. Sometime in 2012 they called me and said that they were increasing the charge to 21 but that I would have a discount of 17.60. Stupidly, I agreed to this apparently generous offer. I had a number of issues over the following year where they "forgot" my discount but I usually got it changed back. About two tears ago my phone (my own handset) broke. My local (Swansea) Virgin store were not interested in any new deal anyway close to what I was paying so instead of trying to cancel the contract (for which I have no paperwork) I bought a cheap deal from Tesco and let the Virgin contract continue at 3.60 a month even though I didn't have a working phone (I know - I said I was stupid but I thought that one day I would replace the old phone).
Then in April I was not charged the usual 3.60. In May they advised me that my next bill would be 43.08. I immediately stopped my direct debit with Virgin and contacted them to ask why? No explanation but they now refuse to terminate my contract and continue to add a monthly charge of 21.60. They say I now owe 86.16, do not answer my letters and have put mu "debt" in the hands of Moorcroft Debt Recovery Agency who have sent me a very threatening letter. I don't know what to do because to pay them wouldn't stop Virgin continually increasing the debt to screw more money out of me.

Reviewed by M Trowell from uk on 21st Jul 2015
what Virgin mobile charge you for going over your monthly quote is absolutely disgusting and why they cannot cap your monthly time is unbelievable, I would advise do not Go with VIRGIN MOBILE.

Reviewed by michelle from UK on 20th Jul 2015
I've got TV, Internet, phone a other box in the bedroom, I also have my mobile with them. Been with them for the last 5 years. Back in 2013 my phone (htc) died, so I went on line (October 2013) and ordered a new phone. Knowing my contract wasn't up until December 2013.
The phone came, noticed no sim or new number was in there. So phoned customer service, eventually spoke to someone in the upgrades team. Was told they allow their customers to upgrade 2/3 months before hand. Hence why I had no new sim or new number and my contract will continue with them for another 24 months.
Contract is due October, knowing I was allowed to upgrade early last time, I phoned the upgrades team. Only to be told it's too early and unless I want to pay 176 to end the contract there was nothing I can do.
so I explain what happened last time, the staff member said that it was impossible to do this and they don't allow it. Ok...... so why was last time different this time it's not. I was then told on the phone that I can't stay on the contract I've got I have to a free style contractc (I DONT WNT THAT CONTRACT), seen to many things that would put anyone off. Was then told that if I don't have that contract I won't be able to upgrade and can only get a pay as you go sim.

Yet their website shows freestyle and standard contracts................ I'm debating what to do when it's due. Staff are either rude or have no clue what they are talking about. Can never answer a question, they clearly don't know their products

Reviewed by David from England on 19th Jul 2015
What a rubbish outfit, if you require any help from customer services it quite often takes 45 to 50 mins of talking to people who do not seem in the least bit interested. They pass you from one department to another and quite often the transfer results in either losing connection or a return to the multiple choice menu, which results in starting all over again.
It seems impossible to speak to anyone who is capable of answering the most simple question, you get the feeling everything is scripted and they are trained not to put their own brain in gear.
If you have all the time in the world to try and sort out minor problems go to Virgin, if you have a life beyond your mobile phone then steer clear.

Reviewed by karol from london on 16th Jul 2015
Iv been a virgin mobile contract customer for over 20 yrs now. But since Jan when I upgraded iv been having major probs getting on the Internet. I only recently in march changed my package plan because I wanted unlimited Internet because I don't have a computer. But i'm worse of I'm wondering if I have ground's to cancel my contract without having to pay virgin to end it. Because I'v had more days not being able to connect to the Internet then getting on it.and it's not fair on me paying 30 mth for something I'm not able to load when I want it. Virgin have checked signal in my area and it's good. I personally think virgin stop me accessing the Internet to stop me using it.bearing in mind I upgraded to having my Internet usage unlimited !!

Reviewed by Andrew from England on 16th Jul 2015
Terrible, terrible, TERRIBLE network coverage. 99.9% of the time it states I have full signal and 3G yet won't load Facebook, mail, send iMessages, watch videos on YouTube, stream Spotify, connect to games, and so on.
What is the point of owning a smart phone if the provider cannot provide what it states it can!?
The virgin media broadband is the best out there, yet their mobile network is horrific! They even let other companies use 4G through their service yet don't provide it themselves... Probably because they know that even if it states 4G, they wouldn't really be any signal!!
Something needs to be done with being able to get out of mobile contracts when you come to a point where your phone can't even do what it issue to do!
I would NEVER EVER recommend virgin mobile to anybody at all.
If you choose to go with them you will regret it!!
They are literally the worst provider I have ever had the displeasure of being with, and I've been with '3'!!

If I could select it they wouldn't even get 1 star!!

Virgin mobile, hang your heads in shame as you fail 100% at being a network provider!!

Reviewed by Chris from GB on 9th Jul 2015
Please don't sign virgin mobile contract bad customer service and no 4G service shame on you virgin.

Reviewed by brian.gumm from u/k on 7th Jul 2015
virgin mobile. Will not un lock your mobile when you go to a new company. I have asked them to unlock my phone. I have had my phone for 5years. And they still not unlock it for me.

Reviewed by Maureen heathcote from UK on 3rd Jul 2015
Changed providers did the puk code, now they've taken old number so other provider now cut off, but haven't transferred my number to new phone . They text saying up & running welcome, are they joking? 3 calls later & nothing, so no one can get hold of me, but thanks virgin!,,, for nothing.

Reviewed by Simon cockerham from United Kingdom on 30th Jun 2015
Not at all happy with virgin, upgrade day today so rang up and got refused! I've been told I'd have to keep my tariff and very tired phone, pretty much got told to put up and shut up.
Anyway as I suspect this is because they ran a bare bones credit check (no previous address taken and I do refuse to sign the electoral roll)
They put me through to the loyalty dept which just said 'you failed your credit check there's nothing we can do.' cheers virgin! Their tone had also changed toward me I felt degraded and annoyed. (not much tho)
Soooooo I went to Vodafone and scored top of the range phone simples.
So that's my review loyalty means nothing to virgin, computer says no. Crazy.

Reviewed by Dot from Scotland on 29th Jun 2015
Have had Virgin Media TV,Broadband and Landline for years with no problems. Family bought me a Mobile Phone from Virgin for my Christmas. As a pay as you go customer I wanted to use up my existing balance with my previous supplier. Started with my new phone from Virgin in March and everything was fine until Mid-May when it all began to go pear shaped. Have yet to find anyone in customer service who knows what they are talking about. Each one had different ideas to the phones' problems, a couple even hung up as they had no clue whatsoever. Have just received number 3 replacement sim which doesn't work either in the ZTE Kiss 3 Max. It has now been decided by customer service that it is the handset itself that is faulty. They are now trying to say they have no record the phone was purchased from them but my daughter has proof to the contrary. They want me to take the phone to a Virgin store in Falkirk to have it checked out but won't guarantee I won't be charged. Not a chance. The phone is faulty and totally useless. DON'T TOUCH VIRGIN. Customer satisfaction doesn't exist.

Reviewed by johnlarvin from uk on 28th Jun 2015
Broke my phone two months before end of contract. All Virgin would offer was 60 repair or for me to pay off contract. Bought a new phone and two weeks later Virgin are all over me offering an upgrade! A dozen missed calls later a foreign call centre got hold of me started the upgrade and then discovered "incosistencies" on my account and rang off. Spoke toa very nice lady the next day who told me the problem was with their system. Still waiting for an answer to a complaint I made last year. When I rang about the complaint I was told they take up to 28 days to answer an email. Twelve months later no reply and even poorer customer service. There web site tells me I am one of their most valued customers! God help any one who and fixed line.
not. Looking for a new provider for three mobile accounts plus tv broadband and fixed line. Any suggestions?

Reviewed by Kim Anthony Simpson from UK (Plymouth) on 17th Jun 2015
What has happened to the Virgin signal?
Since ee took over its been really bad, all in the last cpl of months or so. I used to have all 4 bars showing now I'm lucky if I get one! When I call customer services they don't want to kno or tell me to switch fone off and on again! I'm thinking of leaving them out of sheer frustration! Virgin get your act together!

Reviewed by John Early from Scotland on 7th Jun 2015
had a virgin sim only phone, this phone broke beyond repair, bought lumia 535 was unable to register phone to my virgin media mobile account. I called the help centre and was infromed that my account would have to be reset and to wait 24hrs and retry. 24hrs later unable to log into my mobile account called customer services and after explaining my problem and 1 hour later was told to register my new phone using a different email address as you can only register one mobile per account. As soon as I have used up my credit I will be changing to another provider.

Reviewed by Douglas Hislop from United Kingdom on 28th May 2015
No available chat on their website, nor a direct email for contact. Have to go to their facebook page to make a public complaint for everyone to see and then get a link to complain on their social media form.

They need to get rid of the hip hop responses and employ serious customers relations staff who talk professionally and knowledgably.

Things like ''we're on the case'' and returned a repair item in a box with ''snug as a bug in a rug'' on it.

I get the impression customers get lied to and fobbed off, in the hopes they'll just go away.

Pointless getting sports stars to feature in their tv ads in the hopes that people will want to buy Virgin. Most people go by word of mouth and reviews and the word is spreading. Virgin are rubbish.

Reviewed by Darran Murphy from UK on 28th May 2015
sent me a new phone upgrade everything was buffering only getting 2 bars from 5 in signal slow connection disappointed in virgin the service is going downwards everyone has 4G except them something doesn't add up phone go,s back tomorrow fed up of trying to be a loyal customer and repeating myself over and over to them especially when i am getting less for my money on this new contract and the price has gone up already started having less on my tv package because nothing gets resolved by them

Reviewed by David from Scotland on 25th May 2015
I must say the service from virgin mobile has been an absolute shambles. There signal is bearly usable and they refuse to do anything about it. They simply pass the buck to EE. I would not recommend Virgin mobile services to anyone!

Reviewed by Chris from UK on 16th May 2015
If you want terrible customer service including those you sent a complaint to join virgin mobile. Id rather pay a tad extra to get customer service an a phone service of quality.

Reviewed by Liz from Uk on 16th May 2015
Wish I'd stayed with ee!

Reviewed by Steve from Scotland on 12th May 2015
I have been with Virgin Mobile for years and also have TV, Broadband and Land line. A couple of years ago I got a Nokia Lumia Windows phone and have been very happy with it. My contract is up for renewal and I phoned to upgrade but the only Windows phones on offer from Virgin are three out of date models. Have reduced my contract to the minimum Sim only deal and will be going to an alternative supplier to get a recent version phone. Love to know where the call centre is, the service staff speak in difficult to understand English and obviously depend on reading from scripts instead of listening to customers and making appropriate responses. I really think Virgin should drop mobile and concentrate on the Virgin Media side of the business. The reputation of the company being given by the customer service call centre is abysmal.

Reviewed by Augustas from UK on 11th May 2015
Worst compony ever, I tried to change my old pay monthly plan for half a year, going to the virgin media store, trying it online and calling customer service, nothing worked. Finally decided to quit the network and after cancelling it, they added random 56 pounds on my bill ! it was marked as "Other costs" on the bill with description "Offering correction". What the hell is that you ask ? I ask the same to the people in customer service, they had no reply, but said that it was a mistake ! Asked them 2-3 more time what was it for, they had no explanation, but agreed that it shouldn't be there. And this is not the worst part of that talk !!! In order to return me the money they said that they would need to charge me 3 pounds for the return transfer !!!!!! SERIOUSLY ? They try to ROB me and they ask me money for returning the money that they stole from me !!! I have 2 more contracts (another phone and internet) which will be canceled at the fist day that the contract ends.

Reviewed by Carole Laing from Uk on 11th May 2015
Ordered a new update on my mobile account which should have been delivered 1st April never turned up. Tracking the parcel which should have been delivered by Yodel it stated that the phone had been delivered to my address, I asked for proof of delivery the phone should have been signed for still waiting for this proof now 11th May still no mobile . Have rung Virgin on 10 separate occasions still no joy have asked to cancel the phone but they have said cannot do this until the phone has been found and checked , I said I would cancel my direct debit and they told me the account would just mount up and I would have to pay in the end is there no way out of this stupid situation I have not even received the phone so why should I be penalised. I will ring again today and see what they fob me off with this time it's getting past a joke but what can one do.

Reviewed by David from England on 8th May 2015
The conversation started with "Hi, I've got an issue with my rolling data bundle"
To which they said "So what is the issue with you unlimited talk and text bundle?"
I explained I have a five pound 1gb data bundle which is meant to roll over each month - but I'd run out of data and needed to buy another one.
After being told "There is an error" I was placed on hold for 10 minutes with no explanation to what they were going to do.
Finally they arranged to call back and set up 200mb until the could resolve the issue.
"We'll have it sorted out in 24 hours, you're 1gb of data will be applied automatically." she promised.
Well 24 hours have passed and no sign of the 1gb of data, now if I try to buy a new bundle by text I get a message saying "This service is no longer available".
I'll give them one more chance, honestly I'm not holding my breath and it will possibly be bye,bye Virgin.

Reviewed by Fintan from UK on 7th May 2015
Worst customer service experience of my life.
Spent 40 minuts on the phone with a sales guy to set up the 30 day rolling contract who was pleasant but kept repeating himself over and over. He warned me they were experiencing service issues and that I would receive a call to confirm the order.
A week later I haven't received the SIM and call customer services who tell me there is no record of the order and put me through to sales. I spoke to PETER who was frankly an idoit. He kept contradicting himself and trying to force me to make another order instead of investigating what happened to my original order. I gave up and asked to speak to a superviser when he transferred me back to customer services. After 5 minutes on hold I gave up and called again myself and spoke to another customer services representative. I explained the problem and she once again tried to transfer me to sales and I told her they would just transfer me back to her. She put me on hold while she was going to talk to sales and after 10 minutes on hold I gave up again.
I called a third time and got lucky. I spoke to a competent person who was able to see that I had made an order but would need to check the delivery information with Sales. He put me on hold and then told me I would have to talk to sales to make another order. I told him that's not what I wanted and I just wanted them to reissue the SIM. He told me that's what they would do. I was put through to IAN who was a typical sales guy. He told me he would have to make a replacement order and would need my details. I told him to use my existing details. He shouldn't need me to stay on the line again. He told me he wouldn't have all the details and would need to run another credit check at which point I refused and said that is totally unacceptable to run another credit check on me when I've already gone through the process. He became irrated and said it's not his fault that SIMs get lost in the post and I said I didn't believe that and that I was certain it was Virgin that had made the mistake. He tried to get me to continue to make an order and I told him no I just wanted to cancel the other one. He then put me through to the cancellation department.
Finally someone who was competent, upfront and honest. She told me that the original order was not processed correctly. The account was set up but no mobile number was linked to it which means no SIM was issued. She guaranteed that no Direct Debit would come from my account and that there was nothing to cancel. She told me she would escalate it with management.
The incompetence, dishonesty and unwillingness to help EXISTING customers is shameful. I am already a Virgin Media customer but thankfully the Mobile section appears to be run entirely differently. It is without doubt an absolute shambles of a serice.
I got lucky in that they failed to put my order through and now after reading the comments here I thank god for that! I'll be going to Vodafone or O2 and am happy to pay more for people who actually know what they're doing.

Reviewed by andy from uk on 6th May 2015
I live in Gravesend and mobile phone signal is down, any idea when it will working again?

Reviewed by LemonHEAD from UK on 4th May 2015
DO NOT GO WITH VIRGIN. Six years with them - won've give me upgrade. Refused and didn't care when I cancelled. I have read comments below and pretty much all of these comments were said to me. Lies. "System was down". Waited for 4 days for a call back; in the end I had to call them. Different member of staff telling me completely different stuff.

I was shocked that I was not able to upgrade at all. That a check apparently was carried out on me internally? However, they had no issue taking my monthly payments for years. NEVER missed one.

I am SHOCKED by this; Richard Branson, if you are reading this, sort this out. It feels to me like you want out of mobiles. ZERO customer loyalty. I am so hacked off that I have even given this company a penny.

If there was an option was zero stars, I would have chosen.

Reviewed by steve from England on 4th May 2015
mobile data very poor often have problems getting into everyday sites like Wikipedia and Amazon
Takes forever to load up if at all.
Seems like virgins spin is very good but there actual mobile Internet is very poor would advise against using them.
And yes the customer services don't seem to have a clue overall when trying to get answers.
I use mobile internet on iPad and Nokia phone so it's not the device it's the rubbish signal.

Reviewed by mark caine from England on 1st May 2015
Virgin mobile has advertised as unlimited data this is an outrageous lie as I soon discovered because my internet access was slowed down to the point my mobile phone was practically useless. If there is a data cap then potential customers should be given the truth. I can't believe they blatantly get away with such a lie like this. I will be stopping my direct debit because I am disgusted with this service. Now I warned you what will happen its just a pity no one warned me.

Reviewed by Jon from UK on 30th Apr 2015
So all I wanted to do was change the name on the account and request a micro sim. Same phone number, address and bank a/c for pay monthly. So after 3 hours, over 4 days, spent on the phone with a succession of operatives who can't talk to each other I've now been sent a micro sim for a new phone number; no sign of the micro sim for the number I want to keep. Phoned up again, a Uk call centre this time, but probably the most stupid employee on the planet. Without asking me, they proceeded to register the micro sim I haven't received. So my mobile is now useless and there's a validated sim card floating around somewhere.
Been waiting for several hours now for a call back from a centre manager.
It was really stupid of me to think that staying with Virgin was the simplest solution. I should just have phoned them once, to get a porting code, and gone elswhwere. Might still just do that if these time-wasters can't raise their game.

Reviewed by Kaylene Morris from UK on 28th Apr 2015
I have called Virgin's call centre to change my direct debit date, NOT once, NOT twice, NOT three times BUT four times!!!!! This is the worst service I have ever received from any organisation. RB should try and phone 789 and see what service he receives, I am quite sure the work will be brought back where it was being done slightly more costly but definitely more effeciently!! I was thinking of changing my broadband, landline and TV to Virgin but that will never happen!! When my contract expires I will move from Virgin!!! DON'T sign a Virgin contract!!!!

Reviewed by vicky from uk on 28th Apr 2015
Worst service I have ever received. Been waiting 28 days for an imei to be added to the system so a faulty phone can be booked in for repair. They never added it to the account when the phone was replaced by then. They said it would take 24 hours and 11 phone calls and 3 emails still no luck. Same as everyone else said different person said different thing everytime. I won't use then again.

Reviewed by John from United Kingdom on 25th Apr 2015
Avoid at all costs terrible customer service. Cut me off and had to 24 hrs to be reconnected and even then i had to contact them.. now i just got sent a letter saying direct debit been cancelled by me and there going to cut me again.. called my bank no issues called virgin there fault again. Avoid avoid avoid pay cheap get crap service.. .going back to o2

Reviewed by BethHowie from Scotland on 22nd Apr 2015
I've been with virgin mobile and media for many years, always paid my bills on time through direct debit, yet when I phoned to upgrade at the end of my contract I was refused. They said their new system wasn't working properly and customers were being refused after the 'internal credit checks' were done. Told me there was nothing they could do, I could try again in 3 months and when I then cancelled my contract they stopped me from being able to make outgoing calls. So right now, I'm paying for 30 days phone usage and I can't make calls. Been on to customer services twice now, spent more than two hours on the phone, been hung up on twice and then lied to saying it's a technical fault which may take weeks to fix!

Reviewed by Scott Buchanan from scotland on 18th Apr 2015
Absolutely rubbish service. After 24 months mobile contract iv been refused an upgrade. Do not believe the all you can eat data. So angry and disapointed.

Reviewed by tegghyhffh from uk on 17th Apr 2015
Be careful cause this people are thief by changing the bill date, try to overcharge you, robb you giving double bill can not wait to finish my contact with this robbers.

Reviewed by Christine from UK on 14th Apr 2015
It's great as long as everything works fine. If there's the slightest problem and you need to all technical support or customer service, as a previous poster noted, you will be going round in circles, wasting hours on the phone speaking to people who seem utterly incompetent if very polite. You will be told something different by each agent you speak to. They will all tell you it's now all sorted when it's nothing of the sort. That's if you can understand them in the first place! Most companies have UK call centres nowadays, but not Virgin Media/Virgin Mobile it seems. Cannot recommend this company.

Reviewed by Pete from UK on 13th Apr 2015
If you are Ringing customer service be prepared to waste hours of your life, go round in circles, speak to person after person an get nowhere.

Reviewed by Sarah from England on 13th Apr 2015
Biggest mistake I have made changing to Virgin mobile. Can't receive calls, been on to support at least twice. Still got issues. Fed up now.

Reviewed by Tony kelly from uk on 12th Apr 2015
This is without doubt the worst telephone company in the world it charges spurious amounts to your account without any explanation also doubles your monthly bill with the reason that they are now changing their billing date when you paid monthly in advance anyway then when you end your contract charges you again for another month rental at the end of your contract. No wonder that hairy faced Branson can afford to own an island.

Reviewed by Iain from Scotland on 8th Apr 2015
VM are utter rubbish.

Reviewed by Angela o from UK on 8th Apr 2015
Cut off my PAYG sim for phoning residential numbers an o345 to do telephone banking! Spent last 8 days trying to sort it out passed from person to person promised call backs that didnt happen, then today i get a rude woman telling me to "pull the other one" when i get through to their fraud team. Its the truth! i ring up the bank to bank! an engery companies to sort an discuss bills for god sake. They barred me for that! Saying excessive residential calling! So much for unlimited landline minutes. My credit is on my sim! A letter of complaint is in the post. Changing provider.

Reviewed by john lannigan from scotland on 7th Apr 2015
Getting out of this hopeless company shortley absolutely fed up with them .

Reviewed by rachel from uk on 7th Apr 2015
I can hardly understand the people at their call centre, their english is very poor.
just had to call them, as for no reason they have just changed everyones password, you now have to do your password in CAPS! What! Thanks for telling your customers, guys.

Reviewed by Malcolm from UK on 4th Apr 2015
I have spent last 2 days trying to upgrade my contract with Virgin. In total I have spent about 6 hours on the phone to them, most of the time on hold or being transferred between departments. My call was dropped 6 times while on hold and I ended back in the queue and had to start all over again. Finally at 8.10 this evening, after over an hour on the phone I was told the department I needed to speak to had closed at 8.00 and to call back on Monday morning. In my opinion there are no words to describe how ABYSMAL the customer service is at Virgin 1 is the lowest star rating I could give but I would like to give them minus 10.

Reviewed by fiona from uK on 2nd Apr 2015
I have experienced the worst customer experience every during the last few weeks from Virgin. I had PAYG for ten years, thought I'd finally go for a contract. This was a BIG mistake. I have spent four hours on tel line being passed from team to team. I kept number from PAYG cim but my new tariff never set up. They've completely failed to deliver on promises to activate contract. They've lost all my details twice, I wonder about the safety of my bank details as computor systems at Virgin failing. This is an extraordinary farce of a business.

Reviewed by steve from uk on 2nd Apr 2015
Avoid virgin mobile at all costs, or be prepared for the poorest level of service, admin, overcharging and ignored requests. disgracefull!!

Reviewed by Eileen from uk on 1st Apr 2015
Virgin have shut down their mobile website for 'improvement' from Saturday 28th March - originally for the weekend, now until Wednesday 1st April 'sometime' It is now 21:30 in 1 April and still cannot access my account online or send message! They did not inform us of this shut down - a text or email would have enabled me to top up and organise for the shutdown. After many attempts to contact them I finally did after holding for 40 minutes and was lucky enough to get a helpful young man instead of the usual unhelpful rude ones I usually get. I requested PAC so I could Change provider and he gave it to me. I asked why there had been no warning of break in service and he said management thought that a warning would have meant to many phone calls complaining! Bad decision as I am leaving and I hope others will too if this is there attitude. There phone service I believe as been clogged with complaints anyway.

Reviewed by Anne Marie from UK on 31st Mar 2015
Virgin mobile ,terrible costumer service, they hang up after long time waiting in the Que, they never sent no imails not text about problem from yesterday o have no line on my mob. I was calling all day today they pass me from dept to dept on the phone and after wille they hand up and no one to talk too.they play horrible annoying music while waiting long time for someone to answer.om looking to change to other mobile company 2 days Cnt use phone and no one would explain from they dep why

Reviewed by Dave from UK on 31st Mar 2015
Updated my 'Plan' week before last and awaited new SIM for my new phone.
Waited till middle last week SIM not having arrived to be told that it hadn't been ordered.
SIM arrived Friday and tried to activate Saturday only to find site closed for maintenance.
Continued to try over the weekend, yesterday and today but still down.
Been unable to use my mobile for over a fortnight now as old call package cancelled and unable to activate my new SIM/phone.
Getting really brassed off now even though Virgin offered me a 10 credit for not ordering the new SIM when I originally upgraded my 'Plan'.

Reviewed by Jo from England on 31st Mar 2015
Appalling service and appalling and very slow website. Will have to change to a company that can be bothered.

Reviewed by Jenny from UK on 30th Mar 2015
Virgin have shut down their mobile website for 'improvement' from Saturday 28th March - originally for the weekend, now until Wednesday 1st April 'sometime'

This means no access to mobile account management, can't turn on roaming... the worst customer service yet!

Reviewed by Shah from uk on 25th Mar 2015
This customer services is as bad as anything. Upgraded contract and waiting for phone to be delivered next day. After waiting nearly 9 hrs , i checked online and it says delivery failed no-one in house. I checked camera and everything. Yodel guy did not come even to house. After big argument with customer service they decided for next day and it happen again. They are rude and arrogant. Yodel has bad record but virgin now has worst customer service. 3 is better than this people.

Reviewed by Pawel from uk on 23rd Mar 2015
Be aware when cancelling contract they charge you for each phone call my bill is 92!!!!! 15 days.

Reviewed by happy from England on 22nd Mar 2015
Whatever has happened to the Virgin quality. Has Richard Brandon left or lost interest. I have been using PAYG from Virgin for a long time and thought I would talk to the Virgin Team and go for a contract. I have never spoken to such lazy disinterested sales people. Result very very happy with Motorola 4 G I have bought from Tesco Mobile. Sleep on Virgin no doubt Richard has made his money and the brand no longer means quality and service.

Reviewed by David from Scotland on 16th Mar 2015
I have been a virgin mobile customer for a couple of months and the service is very poor. Very weak unreliable signal despite complaining several times to customer service. Also have no access to 4g and in my opinion they are not a very good mobile network provider.

Reviewed by Lee from UK on 11th Mar 2015
Awful service, Virgin Mobile have been taking money from my account for a phone that was cancelled over 2 years ago, after numerous calls to get this rectified they finally agreed that I was due a refund of 688.16 that would be in my account within 5 working days, three weeks later it is still not there and I have started the whole rigmarole again. Add to this the fact that they have overcharged for my phone again this month I will definitely be seeking an alternative supplier.
Getting very tired of this now.

Reviewed by Dawn from UK on 3rd Mar 2015
I had a two year contract with virgin. They overcharged me every month - even when my phone was broken and I wasnt using it. I was glad when my contract came to an end and cancelled - I also cancelled my direct debit.

They are saying I owe them 84.00 - I told them they owe me in excess of 340. I also told them that I will only communicate in writing with them from now on as my phone call to cancel was ignored and is not in writing.

They ignore me and just send debt collector letters every week. Now they are threatening to take me to court!!!

I would not use them again.

Reviewed by louise from uk on 27th Feb 2015
3rd time this week, no phone signal, 6th time this month it has just dropped out for no obvious reason, and does not come back for several hours, even days, WOW excellent service Virgin thanks for taking my money month after month, yet barely providing any service at all this year! Its a new phone and my parents are on the same network and have same issues, so clearly Virgin likes our money but not to actually earn it! This has now cost me approx 400 in lost income, nice one!
I am beyond fed up paying for services in the UK just to be mugged off and scammed, Virgin you are no different, trade off a famous name but give us poundland service, thanks for nothing!

Reviewed by jean from uk on 21st Feb 2015
If I didn't still have 16 months left on my contract I would of told them to stick their phone where the sun don't shine. Customer service atrocious they don't care about their customers at all as long as they are raking in the money. After 8 phone calls I eventually got it sorted through a UK representative. You can't even speak to someone face to face as if you go to one of their shops they tell you all they can do is put you through to customer service Virgin mobile want to get their priorities right and put the customer first!!!

Reviewed by Andy Pick from UK on 20th Feb 2015
I'd really like to talk to Richard Branson about his telephone offerings. The service is nothing short of tenth grade and the service personnel really don't care. Month after month goes by where I cannot access my bills to print for expenses purposes. Some of us depend upon this!!!

Reviewed by Susie from UK on 17th Feb 2015
I have put my termination request to Virgin in writing/by email and requested they provide my pac code by return. They say they are not able to provide the pac code by email (even though the email is from my secure email address as per my account with Virgin) due to Account Security and Data protection, as need to ensure they are speaking to the account holder! But the pac code request has come from the account holders email address as per the Account security! And if there was a problem and it was fake, what could that person do with that pac code anyway! Unless they had my phone, sim and email address too, in which case I would've reported my phone stolen.

It is just stalling tac tics and a way of me having to talk to them to hard sell me into a new deal/contract.

Reviewed by Mark Greenberg from South Africa on 13th Feb 2015
Signal is very bad. They need to get their act together or just admit they cant provide a quality service and stick to Virgin Airlines and Gyms.If you can't give us service get out of the market.

Reviewed by Peter Cornfiel from UK on 11th Feb 2015
I have been with Virgin mobile for two years, with my contract finished I decided to upgrade my phone. They now have a new two tier system whereby you pay for the phone and the tariff on a monthly basis. This system requires a credit check. No problems or so I thought, I have a good income, several thousand pounds savings, no outstanding loans or credit cards. my mobile, landline and broadband are with Virgin.
I was turned down for the new mobile. Extremely angry as I have never benn in default of any of the contracts I have with Virgin.

Reviewed by Tracey from South Africa on 11th Jan 2015
What a joke. People send me messages on whars app at 7. at night they get deliver to me at 10. The reception is poor, when I do have it. What a dissapointment. Dont recommend Virgin Mobile to anyone.

Reviewed by Pauline from England on 9th Jan 2015
Seems most people on here are or have been having problems with Virgin phone and networking problems. Seems like they are nothing but a JOKE to me. Had problems with my sons Phone since July 2014 and still no nearer to sorting the problem out after hours on the phone, them saying it is networking problems. Can't even receive or make calls now, eventually they agreed to look at the phone, only to get it back in the post a couple of days later, saying it was the wrong phone, rang them back yet again, spoke to a lady who kindly informed me, that it was up to the Insurance company to sort it out as we had had it replaced by them in May 2014, we had already told them them of this in an earlier conversation. Ha Ha Ha still living in HOPE

Reviewed by Holly from Uk on 7th Jan 2015
I have been very happy with Virgin Briadband, Landline and tv, I have 1 TiVo box and 4 v+ boxes. So when my 02 contract was up, my natural progression was to move my mobile to Virgin too. IT was the WORSE thing I ever did. Right from the start there were problems, they gave me a different number and not my original one, they set me up as pay as you go and not contract. I spend a lot of my time in Windsor, Berkshire and I get no signal at all. I have called customer service on numerous occasions which has never helped. I went into the Virgin shop in Slough and they couldn't help so they called someone for me, he said I needed to be in Windsor and call him regarding my no service in Windsor. He just didn't seem to understand that I couldn't call him in Windsor because I get NO SERVICE. Another customer service agent told me to do one thing another something else. I have a disabled so and need to be contactable at all times. Then in October my picture messaging stopped working. I called customer service last week and was told it had not been working for 3 months and would not be fixed in the foreseeable future! I called again today and spoke yo a rude, condescending customer service agent who told me to use Whattsap. I told him I didn't want to, I just wanted the picture messaging to work, he said well if it's friends and family then just use Whattsap. I said but I also gave to send photos to companies and he said well you can email the. I said it's not the point I am paying for a service that I am not getting. He told me he would put me through to the tech dept and promptly cut me off! So I called back explained again to a different cs agent who apologised and promptly cut me off again, I called a third time and got through to tech dept. I was on the phone to him for 55 minutes and it was an 0800 number, I imagine it has cost me a small fortune. A small price to pay though I thought if I can either get service and picture messaging or cancel my contract. He called his other team who said they need proof that I can't get service in Windsor. So tomorrow I have to go to Windsor and make a call every half an hour, a total of 5 calls and log them if I can't get service. Apparently the tech team can see this and investigate. I feel totally let down by Virgin Mobile, their customer service is rubbish, the phone service is rubbish. So to prove I am not lying and I have no service in my home town I gave to spend 3 hours out of my day making phone calls every half hour. I have no idea what will happen but I am very tempted to just pay the early cancellation fee ( I have another 12 months to go on my contract) and get them out of my life. Richard Branson you need yo take a look at the negative press Virgin Mobile is getting and start solving the problems and teaching your customer service team what customer service really means!!

Reply by Pauline from England on 9th Jan 2015
We have been experiencing many of the same problems as your self since July 2014,and still don't seem to be getting any where, my son in Leeds cannot make or receive calls. How is it possible to log calls when you can't even make one

Reviewed by Ollie from UK on 11th Nov 2014
Utterly useless and the biggest mistake I ever made in my whole life. Hate this service. NO-ONE GO WITH THESE THIEVING SCAMMERS!!!

Reviewed by peter from uk on 28th Oct 2014
Asolute rubbish

Reviewed by vanessa from south africa on 14th Oct 2014
Virgin Mobile signal in South Africa is a big big joke
They use Cell C towers who use Vodacom towers
I cant make or receive calls about 9 times a day when the signal shuts down then I get repeated messages about 15 times
Also tried to cancel my contract but want to charge me

Reviewed by joan from uk on 25th Sep 2014
i have been fighting with virgin for 5 months i have sent my phone back it was still the same then they sent me a new sim it was still the same they now want the phone back again to repair it again for the same fault if they don't sort it this time i will be cancelling my direct debit and let the courts decide whos at fault worse mobile phone company i have ever dealt with

Reviewed by graham from uk on 17th Sep 2014
my apple iphone 4s packed up (just went dead ) i phoned virgin on my landline and explained it's only nine months old and packed up.i was told by the tech team that they would send me a jiffy bag to put phone in and to send it back to them for repair.they said it could take five days to receive bag and then the same time when sending the phone to them. they said they would repair it as quick as possible and get sent back to me. they also said they would not give me a replacement phone, and i would just have to wait for the phone to be returned. i have a 163.00 package with virgin media but it will not be for much longer.

Reviewed by TM from UK on 15th Sep 2014
Data has gone down dramatically in last couple of months. Apps now no longer load and Sky Go is completely useless. This has to be a Virgin issue ie they are capping download speeds etc.

Reviewed by Kenny from UK on 11th Sep 2014
Gone from brilliant to absolute rubbish in less than a fortnight!
Firstly data slowed dramatically. Was told my phone was faulty (it was 2 years old so hey - that sounded about right!). Bought a new phone which needed a new micro sim (which admittedly only took 2 days to arrive).
Same problem.
Told this time that since I had added all my apps via wifi (prior to getting new sim), the phone would need a "factory reset". When this didn't work, they eventually told me there was an issue with the network. Some new sims weren't working but to go into a store and they would sort me out.
Went into the Glasgow store where they were both unhelpful and rude - telling everyone in store that basically I was a liar and there were no issues with the network.
After another phone call to customer services, they agreed so send yet another sim which would definately fix the problem.
Guess what?
It didn't!
This time I was told that the issue has been ongoing for several weeks and they are completely in the hands of EE. In fact the operator herself was having network issues which couldn't be resolved.
Surely a company of this size should have some clout to get thing fixed.
Looks like it's "3 here I come!". Just hope it's not "frying pans and fires" though.

Reviewed by james from England on 8th Sep 2014
THIS is a useless mobile system and it wil crash all the time just like the broad band

Reviewed by Jenny from Uk on 6th Sep 2014
Do not bother to get pay and go by virgin. Constant bul***it. slow speed, constant cheating by customer service. False advertising and deals.

Reviewed by Alexis from UK on 3rd Sep 2014
On Saturday the 30th July I sent off my mobile phone for repair.
It had been switching itself on and off for a week and locking itself through virgin media rescue. I had no access to any services.
I have only had this phone for approx 8 months and it is still under warranty.
I took it into the virgin store where I live; I wanted advice and also pointed out that 6 weeks prior to this the screen endured a hairline crack in it, (although it was not dropped and it was working fine up until a week ago) the guy I spoke to in the shop said that a fine crack in the screen probably had nothing to do with the phone not working and I should go down the warranty route. I was also advised to do this by virgin media insurance company.
I received a phone call from the virgin team telling me that because of the hairline crack in the screen; the warranty would now be void. The choice I had was to pay 65 for the repair; or get a new phone through the insurance and pay 70.
I am furious that the decision that has been made is based on a hairline crack (not particularly obvious) and not the fact that this phone was probably faulty. Either way they cannot prove that the crack has anything to do with the electronics; but in the process I am now left without a phone and services that I depend on for work etc.
I have been a loyal customer to virgin for the past 8 years. They receive 50 month out of my household for internet and a phone contract only. Out of good faith as a loyal customer I do not expect to be treated in this way and I am quite prepared to cancel my internet and other services they provide and go elsewhere.
I am not prepared to give them any more money by purchasing another phone through their company. The phones they provide with a contract are not built to last 5 mins; I would like to point out that I have a Nokia phone which I have had for 8 years and it is still in good working order.
This phone company would take your eyes and come back for the sockets.
Virgin customer services are a joke; and virgin media are a company that I would strongly urge you to avoid; not to mention the extortionate rates of inflation that you pay each year.

Reviewed by stewart from UK on 31st Aug 2014
They are useless - wish I had never signed up, cannot wait until 02/15 when I can leave!

Reviewed by Colin Bell from UK on 27th Aug 2014
My Samsung Galaxy Ace with Virgin Mobile has refused to work abroad on 4 occasions. The phone has been returned for repair, then issued with a new SIM card and numerous discussion with Virgin tech people but it still refuses to work abroad. Virgin Mobile refuses to replace the phone saying I must prove it doesn't work abroad by going abroad again, then phoning to say it doesn't work. Its Alice in Wonderland!

Reply by Peter from England on 25th Sep 2014
I have a galaxy S4 3 months old. Went To France in August. Internet didn't work although roaming was in place and I had paid off access. On return assured it had been fixed. It hasn't. No internet, no maps, no trip advisor. Disaster as essential in my business. Have spent a long time and expense phoning virgin from France. Carried out multiple check put through to manager Mark at technical depot. His conclusion: there is nothing wrong with the phone, so it must be the services, hence my problem, nothing to do with them. Have now tried connecting with orange, bougetel and sf c. Either there is a problem with all three affecting large numbers of callers(!) or problem with my phone. When I put this to mark he rang off and didn't pick up my calls to his direct line. I have thee more days of problems before returning to UK. What can I do apart from buying another phone!!!

Reviewed by davie from uk on 15th Aug 2014
virgin mobile customer services are useless

Reviewed by John from UK on 14th Aug 2014
virgin media is the worse telephone service provider, don't ever touch them, they will rob you in broad day light. As for their customer service, it is utter rubbish.

Reply by tegghyhffh from uk on 30th Nov 2014
I agree customer service is rubbish,and regarding virgin mobile on contract they are thief be careful will never renew with them robbers

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