|In a nutshell|
Date: September 2007
Virgin Mobile UK 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 EE network to supply its services.
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Switching to another mobile provider?
Asked by peter
on 4th Feb 2018
Having recently telephoned the Virgin Mobile Customer Service team, I was shocked to have received such a rude service.
It appears that Virgin have no desire to retain my custom, and this was reflected in the level of service provided.
As I work in a customer contact center, I am fully aware of how challenging the role can be, but it is important to offer a professional approach.
02 are more than likely to be receiving my service, even if it means paying off £94 to settle my Virgin account.
Virgin offering me a new contract?
Asked by Michael Arnott
on 12th May 2017
I have a 3g sim only deal with unlimited calls,texts,and mobile data at £22 per month which I am happy with. My usage is usually low but occasionaly when away in my motorcaravanning I use a lot of mobile data to watch BBC iplayer and the like. Yesterday Virgin rang me to offer a new phone and tablet to change contract. What would be the reason?
Reply by Arthur
on 1st Dec 2017
The same 4G data contract for less?...
Has anyone received a letter from Virgin saying..."We're making improvements to our mobile network, so you need to swap your SIM"?
Asked by Norah
from United Kingdom
on 14th Dec 2016
I'm not sure if this is a genuine letter, as what reason would I need to swap my SIM.
Reply by F Eastwood
on 20th Feb 2018
I've had a letter and text messages and emails about this. I've not requested a new SIM. It's a bit of a hassle do I want to know why exactly I need to replace my SIM? Will my phone not work if I don't? As I said its a hassle to be expected to do this. I've been on the same network and contract for almost 3 years and would only go to this trouble if I was upgrading my phone.
Reply by Kaylee
on 11th Apr 2018
Yes I have but the letter doesn’t mandate that I have to change it and the numerous telephone calls from virgin seems to omit that particular phrase.
I have had no clear comms on why I need to change it and I have told that I ‘have’ to until such time it’s not my intention to do anything .
I’ve heard when you migrate the service doesn’t work so if I do I will attend a virgin store but until then I’ve ignored all comms because it’s not clear.
Usually comms give clear direction that you must do something this doesn’t.
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, and please ask questions in our User Questions section above. Please do not use swear words or offensive language, and please, no advertising!
Average rating from 659 reviews:
Reviewed by Keiron
on 11th Apr 2018
Wanted to changed to sim only deal VM refused to do this so got a sim only deal with a new number and they refused to let me cancel my existing contract until after it expired. Phoned 3 times spoke to cancellation department but refused to let me cancel until about 2 weeks before the contract expired. Then they refreshed my allowances again and denied all knowledge of my cancellation. Said that there notes say I did not cancel when talking to cancellation team. I was on the phone for 2 hours and I still don't know if I have cancelled my expired contract.
Reviewed by Paul
from United kingdom
on 15th Mar 2018
Awful customer service, opened a new 2 year contract s8 plus they send me a faulty sim. Many times contacting them took over two weeks to get it. Made a complaint which they don't like. 3 weeks later they said I agreed to close the case which I did not. They are so rude and ignorant. Scarily bad customer service.
Reviewed by Adam
from London GB
on 9th Mar 2018
Apparently there are hundreds of saddened customers all over
Who have been taken for a ride by virgin.
My case is I took out a new sim deal with virgin on line and so the next thing to do was to cancel my current provider, on doing this I was offered a better deal,which I took and I wouldn’t have to go through the process of PUK & PUC codes.
So I phoned Virgin to cancel all fine at the time. Then a couple of months later I got a letter and a email to pay for the use of the contract, I phoned virgin that I have cancelled the agreement the same day, they said that they have no evidence of any cancellations so I must pay for the sim deal £18 and cancellation fees of £90 or it will escalate.Virgin don’t give a dame about customer service.
Reviewed by simone
on 3rd Feb 2018
Always used a Samsung but only with my current phone have I used Virgin. I am due an upgrade but am not sure what to do?
Reviewed by dave
on 12th Dec 2017
Recieved call from virgin offering a deal including an iPhone for less minutes and more money. Pushy salesman wanting me to commit straight away, asked him to phone me back next day when I had researched a better deal with them but they did not call back. Cannot get through to virgin at all, even to complain. Dreadful.
Reviewed by Peter
on 7th Dec 2017
Terrible service. Losing the will to live when dealing with them. All I can say is if you're thinking of moving to Virgin mobile, DONT DO IT. You may end up regretting it. Wish I could give zero stars.
Reviewed by Stacy
from United States
on 4th Nov 2017
I have been with Virgin Mobile over 5 years the last three years I have probably went through 5 to 10 phones they have accommodated me and worked with me and trying to get a phone and my service up to T so far it has failed now my account is suspended because I failed to mail a phone back when I have six of their phones right here in front of me and they had never have suspended my service because I did not mail the device back it's very upsetting and frustrating I just want a phone that works that I pay my service for.
Reviewed by Ian
from United Kingdom
on 6th Sep 2017
If you are looking for a pay as you go company do not use Virgin. Not being able to top up far too regularly because their system is down and unavailable. Terrible customer service, not being able to get any kind of update or timeline as to when you will be able to top up and spotty reception do not add up to a good experience and make the phone untenable to use when you may well be stuck for two or three day's not being able to add credit.
Reviewed by Marija
on 26th Aug 2017
Im so stupid i have take the contract from virgin
Its the wors company i have ever had
My phone was disconected 1 a month
My bill go up £ 75
Even i use 22hr in a day wi-fi but i still manage to finish my 6 gb internet in 2weeks i was in shock coz i never finish my 3 gb in 1 month
When i checked my bill its shows that i have been charget 2 internet providers at the seam time even my sething have been set up not to switch internet
Birgin company are teefs company thats all i can say
I NEVER ROCOMEND VIRGIN TO ANY ONE EVEN TO MY ENEMIES
Reviewed by Sandra
on 4th Jul 2017
6 months of harassment over an account that was never used ,cancelled twenty odd times but no one ever listens im gonna cancel my virgin media accounts!!!
Reviewed by Dawn
from United Kingdom
on 20th Jun 2017
I am letting people know if had nothing but hassle with them first I asked for a 30 day rolling SIM to be canceled because I took out another number this was February then I was realised a bill went out for 2 numbers. When I phoned I was told it hadn't been canceled but they would do the cancellation. This was march I then received a bill for £60 in April and was told that it was for a premium rate messaging service.iv tried tell them the SIM wasn't in a phone so how could this be. I still keep being told it's my responsibility of tried to speak to a manager now on 8 occasions. If you have any sense don't touch them.
Reviewed by martin
on 26th Jan 2017
Every time I call virgin mobile you get told diffrent things.
I had 2 contracts and got in areas with one of them so I asked them to dsconect the one in areas as they wouldnt help me pay off the areas(ie extra money per month on top of the normal payment)I asked if I could still keep the ther one on contract as I would be going through a debt management company.
They said thats fine and wouldnt affect my account.
3 months later after just paying a bill they disconected it. With no notice, when I called them they also said I couldnt keep that number as it was too late, they said they was told by my debt management company I was on a debt management programe and its thier policy to cancell all contracts.
Then several days later they are calling me for £1500 because the contract been cancel. They said they need conformation from my bank, I tried explaining that its nothing to doo with the bank and that they are not allowed to contact me for payment as I am on a debt management programe and they already confirmed everything with the dm company.
They then sold the debt (they arnt allowd to do that now) to another company and thier now asking for payment.
I have called virgin so many times but they never understand english and just keep getting passed to different people who have not a clue.
Never ever go with virgin ther customer servece is terrible, even worse than my spelling.
Reviewed by Angela Baikie
on 16th Jan 2017
Where to start. Had a Sony handset that kept switching itself off after the sim card popped itself out. I am 15 months into a 2 year contract at this point. Many calls and 2 replacement sims later they get me to send the handset in for repair. That is when things went from bad to worse. Got an email telling me that they couldn't get in touch with me. There is always someone at home and my phone never rang. Many calls and lots of different stories and outcomes later still no news of my phone. My least favourite treatment is when they tell you they are putting you on hold for a minute then 20 or so minutes later I hang up at least the ones who hang up on me don't waste so much of my time. Eventually I spoke to someone who told me that they had accidentally closed my job down after deciding the phone couldn't be repaired and needed replaced. I got a replacement, not new I think, as after 4 days the second handset developed the same problem. I sent that back a week ago with the assurance I was going to get quality service and that this would be sorted out. Today after being told I would have a resolution by last Thursday. I rang on Friday to be told I would have an email this morning. This afternoon I was told they wanted to send the handset back to me because they had booked in the wrong model. So I would get it back ring them up and make sure they booked in the right model number and send it back to them. I told them I didn't want it back and they put me through to resolutions who have given me a ten pound credit to go buy a basic handset. I have been a customer for many years and this is not good enough. At what point are Virgin not keeping up their end of the contract I am paying for. Hate that fact that I have had to give them one star in the rating.
Reviewed by Bokhtha
on 12th Jan 2017
Virgin has the worst Internet/Signal coverage always poor and slow.
Reviewed by John
from United States
on 4th Jan 2017
I've read many reviews on virgin mobile over the 6or7 years I've been with them. I spent hours reading about prepaid plans from all the carriers and the reviews of them. I chose virgin mobile because it had the best phones at a good price,the best deal minutes/text-data and coverage in my area. I have never had any issues getting anything fixed or corrected. I'm sure I'm not the only one. I understand how frustrating it can be when dealing with out of country customer service. I still like my service and love my phones through virgin. I will always recomend them.
Reviewed by Julette Thomas
on 31st Dec 2016
Top phone up every month. Noticed that 2 months in a row my credit was finished on the same date.
Phone virgin up was told I made call internationally which I did not.
Decided I was not going to top phone up again but had £4.00 credit. Amazingly still has that credit on but when I had like £15.00 on it is assume I made calls. I think because they want me to top up every month why it happens. You know what am not gonna use Virgin again. I could be wrong but it looks suspicious. Was even told maybe phone is faulty.
Reviewed by Matt
on 12th Dec 2016
Worst customer service i have experience and too think I use to use everything Virgin - no longer and I only called to upgrade - after screwing that up and me cancelling they then "forgot" to do it.
Reviewed by Richard
on 19th Nov 2016
Been with Virgin since the NTL days, over 15 years, and was mainly happy with them. However today I received a letter informing me my long time loyalty discount deal on my mobile (Sim only unlimited tariff) at £5 per month (discount of £15) was ending. Spoke to their customer service nothing they could do. So have just cancelled all my Virgin services (large broadband, TV, home phone & 3 mobile sims) in protest, after 15 years with them, feel so strongly about it. Seems short sighted of them, I have probably spent at least £15-20K with them over the years, and I do not even use my mobile sim much, but it is the principle and the only protest I can make. Now need to find alternative providers!
Reviewed by Sue
on 19th Nov 2016
Poorest customer service I have experienced difficult to deal with due to lack of communication skills and although I have been with virgin mobile for many years felt I could no longer continue my mobile contract with them. Could not recommend.
Reviewed by Kevin
on 25th Oct 2016
Service is unbelievable bad, I've been with virgin since 1999 and recently they have started to get ridiculously expensive.
Firstly on my last contract I had a completely unlimited package, after a period I noticed that my 3G would slow right down, I enquired as to why and was told I had used my allowance. But I have paid for unlimited, yes I get unlimited but it slows down after an allowance
O.k then go figure.
In my current package I have 4gb data, but guess what, it's not all at full speed, they cut the speed after 3gb of use!
Now after I've used 4gb I pay £2/day and they still keep it slow until renewal date.
Also when I arranged this contract I asked for a specific billing date, which they agreed to, but they bill me a week before which plays havoc with my budget.
Anytime I've had a queerie it's always been met with the same derision and unhelpfulnes. I have another phone with 3 whose support and help has so far been exemplary.
Also, for a top provider to not offer 4g (but charge the same rates) is ridiculous.
Reviewed by Jason
on 21st Oct 2016
I joined Virgin Mobile after the offer for 4 gig of data. I found after few seconds of checking my full HD CCTV cameras at home that the data becomes unusable. I contacted Virgin Mobile and they said they do not permit tethering on their mobile service. I explained to them that I only use my CCTV App on my mobile phone, but they system thinks I am Tethering. Sorry to say I have left Virgin and my new networks don't have this issue. Virgin data is ok if you just want to browse the Internet, not usable for HD CCTV cameras, YouTube and streaming videos.
Reviewed by Customer
on 15th Oct 2016
Virgin Media tricking customers for money---£44 for only 300MB!!!
This summer I was calling virgin media to stop its broadband service which i been using for the past year, while somehow the staff transferred me to the mobile team.
The staff in the mobile team strongly convinced me to enter into a £5 monthly deal with virgin media, she told me what is included in the package, yet DID NOT tell me that I would be charged £2/day for any amount of data I use from the date I use up the contract allowance till the date of end of the contract month. (As long as you turn on the mobile date, even if you do not use the browser, you will still be charged £2/day!! if you only use 1MB/day, the result is the SAME!!)
As the only information I could get during the phone call was what the staff has told me, I used to trust Virgin Media and therefore relied on the what they said. Therefore, I signed up the contract.
I have received text messages notifying me that I have reached the allowance but the messages also did not say the £2 charge thing. Thus, I did not know about it until I been charged £44 pounds in total for only 300 MB!!! (was charged £22 for 200MB in the second contract month and £22 for ONLY 100MB in the third!!!)
I called the customers service yet was refused to get refund.
From this thing, we can see that Virgin Media was hiding important commercial information from customers during the contract negotiation process and the terms on the contract are very unfair to the customers!
Even though I, as the customer, do have the duty to know about terms and conditions before signing up the contract, it is common sense that the sellers do not hide important cost details in the numberless pages long wordy terms and conditions and without informing the customers during the negotiation (where, on the phone call, I was not having the contract with me!).
I've learned a lesson from this thing, BUT I did that as I trusted Virgin Media!!! Phewwwwwww what a bad day!
I sincerely warn all Mobile customers to be aware of this issue and be very very careful regarding Virgin!
Reviewed by Denise
on 11th Oct 2016
I have been a Virgin media and mobile customer for more years than I can remember. I have been very happy with my service until now. I share some of the views already expressed on this site. I am beyond frustrated. I am 55yrs old and can honestly say Virgin has the worst customer service I have experienced in my LIFE. There is no transparent process for complaints..... no address, no email, no dedicated phone number on their website. I have lost count of the number of phone calls I have made to try and get resolution to my issue. Each time I have to explain the same thing and face a general lack of understanding. I receive scripted responses which indicate they have not listened to what has been explained. The whole experience has really put me off continuing with Virgin and would definitely prevent me from recommending them.
Reviewed by Adrien
on 10th Oct 2016
My operator kept me on the phone even though I ask at the begging of the call if i could pay with a foreign account and she said yes ! after about half an hour she told me that "I can't pay with a foreign acount" ???
Of course the refunded me the price of the call.... NO, just joking they kept my money of course !
I send a letter to have this explain, no answer, then I use "resolver", a website and I've been told that they tried to contact me and had no answers HOW CONVENIENT ???? No email, no mail, no missed calls or voicemail ....
(my rating is 1 star just because you can't put 0)
Reviewed by Paul gamble
from United kingdom
on 23rd Sep 2016
The network may be okay, but I have spent 2.5 hours on the phone to try and cancel my mother in laws contract due to going into care and totally unable to us the phone. As I didn't have a password no member of customer services would speak with me regard this eve though I had phone No account number D.O.B. Bank account details. Overall 2.4 hours spent on phone, what a totally rubbish company I am a virgin media customer but after this experience when the contract is up NEVER WILL I GIVE THEM MY MONEY. Put useless into the therouris and add every word to describe them.
Reviewed by M Ahmed
on 22nd Sep 2016
Nothing works right or fast enough I have ok fone but rubbish service that off putt using fone public. Lost numbers and they suck life of people 3G ain't what it should b but fake logo.
Reviewed by Jason
on 11th Sep 2016
I was with EE and prices were nearly double compared to the offer I got with Virgin Mobile. 2500 minutes unlimited texts and 4 gigabytes of data for £10 per month 30-day rolling contract. I ported my number over the next working day all working fine. Set maximum account balance to £50 down from £125. Telephone Virgin Mobile twice which took proximally 5 to 8 minutes to get through to them. My voicemail was set up the next working day after porting my number over. Everything fine no complaints.
Reply by Sara
on 22nd Sep 2016
Hi I'm a new customer to virgin got the same deal £5 a month for first 6 months then £10 for the last 6 months .ring them back and tell them ur mates got this deal.
Reviewed by Gaynor
on 5th Sep 2016
I have been with Virgin media for 15 years without a problem until last week. I have an iPhone 6sand am on a split contract paying off the cost of the handset on a separate monthly debit to the tariff. All I wanted to do was increase my monthly data from 1g to 2g (easy right?)
I checked online and the website for monthly contract stated that data could be changed at any time and the units available were 1g, 2g, 3g, 5g etc. When I called the customer services I was told, however, that I had to increase to 3g as 2g was not available on my contract. I asked why their website stated differently and was told that I had looked at the wrong page and it was my mistake (?) I was then, quite rudely, told to go online again and look.
I did this, and engaged in live chat asking about increasing my data and was told I could do this but only if I changed my number (??). There wa a contact number on the web page which I rang and a lovely advisor told me that I could increase my data to 2g per month for an extra £4 -perfect - but she would have to put me through to the tariff team to action this. As soon as she transferred me I was advised that I could not increase to 2g and had to increase to 3g (an extra £9 per month). When I questioned this giving the information I had just been told I was advised that the sales advisor was wrong and that their system wouldn't allow them to change to 2g, only 3g!!!
When I again queried what they were telling me the man on the phone became defensive, aggressive and rude, he started shouting at me saying that he knew what he was doing and everyone else was wrong. When I tried to point out that I was the customer and that he should not be raising his voice, he replied that he was talking to me in the same way that I was talking to him (not true - I work in customer service myself and do not abuse people on the phone). When I came off the phone I actually cried - after telling Carl that he was rude - something he disputed quite loudly.
Since that call I have changed my broadband, home phone and tv package to Sky (at a loss to Virgin of £90 per month) and will pay off my handset tonight and transfer to EE for my monthly tariff (losing virgin a further £43 a month). I am only one customer but it will take me a long time (and I speak to a lot of people) to forget how disgustingly bad I was treated by Virgin.
Reviewed by Joe Gray
on 25th Aug 2016
I have been with virgin for 14 years now, no more when my contract is up in 2 months time. They lied to me about my damaged phone saying there was liquid damage. I took phone for a end opinion the Samsung tech guy said there was no evidence of liquid damage. I think I deserve better for bieng a virgin customer for 14 years.
Reviewed by evie
on 30th Jul 2016
I have been with virgin for 6 years.
My contract is due to expire so was offers an upgrade.
They took my details and apparently they now have a new credit check system.Please Beware..three weeks had passed.four calls to virgin.no one speaks English .they do not understand..in frustration I put the phone down the advisor is telling me now.my address that olive at is not reconuzed by their credit agency..are they serios.so can I fill a form out.
I did this was told I would be called back..did they.ha.never. I called again..no record of your check we will do another one..
I said no you don't cancell my contract. And train your staff properly a little customer service wouldn't go a miss..
When I asked to put in a formal complaint.was told but you have cancelled we cannot do anything for you..so realy..doesnt matter how long you e been with them and the regularity of your payments always on time..it means absolutely nothing..
customer services is an absolute joke.
Reply by andrew g
on 11th Aug 2016
I have just had similar experience with staff I could not understand that would not accept my password ...ended up with me hanging up ... tried again half hour later ... new member of staff almost impossible to understand them ...finally got them to accept my password and managed to changed my sim only package ... as they had sent me letter telling me my old one had expired ..Always used to get british staff that you could understand which is what I always liked about virgin ...have been with them since before they were virgin ! ... shall be moving elswhere ... I agree customer service in now awful ...shame ...
Reply by evie
on 16th Aug 2016
My god.this is the most frustrateing company i have ever had to deal with.at last in my anger and after cancelling my contract i have now got an english manager called mike.
Yey..he tells me to call cancellations dept tell them that i do not want to cancel.then he can deal with my problem.
So now 14 Calls later to virgin was informed that they now use a company called Equifax.credit check agency.as now all upgrades go through the system now as a loan.all my problems were that this agency did not recinise my address..ah ive lived here 20 years.I have virgin media and have been paying virgin media for 12 years from my bank at this address..and an advisor was telling me i do not live here...have i got proof....ah are these poeple for real....mike informed me that after two calls later to finally get mike ..our advisor had put your address in incorectly..
no worrys i will take this over and call you back next week.
I will now put this through in your proper address..Finally...will call in the week.dont worry will be straight forward now.
Well over a week later nothing..an advisor again cannot understand and asks me three times so what is it you want...I said are you actually listening to what i am saying...AN UPGRADE.AND PLEASE HAS MY ADDRESS BEEN PUT THROUGH BY MIKE CORRECTLY...guess what..who is mike...mike the manager is it not up on your screen actually what he intended to rectify..and that i had to cancell the cancellation before he can go ahead to do this.
NO ONE CALLED MIKE HAS WROTE ANYTHING HERE...WE WILL FIND MIKE AND GET BACK TO YOU....
SO ALL YOU CUSTOMERS OUT THERE....DONT EXPECT ANYTHING FROM THESE POEPLE 12 YEARS ON MEDIA WITH VIRGIN AND 6 YEARS ON MOBILE MEANS NOTHING...IT IS LIKE PULLING TEETH..PAINFULL..DONT EXPECT ANYTHING..THEY REALY NEED TO GET POEPLE WHOM CAN UNDERSTEND CUSTOMERS FIRSTLY..AND NOT TALK TO CUSTOMERS LIKE WE ARE IDIOTS...TRUTH IS ITS A CIRCUS
Reviewed by Jai
on 30th Jul 2016
I've been a customer for years with Virgin Mobile and for the most part they've been good. However, I recently had a data usage issue where after having and using data for years and tracking my average data usage month as 2.5 gigs, suddenly in a two day period I used 6 gb of data and was charged over $50.
I called in to get answers as to why this would be. I was on hold for most of the morning. The phone finally rang through and it went to a busy signal and I was disconnected. I called back two more times and waited on hold before I finally reached an uncaring (in my opinion) rep.
His name is Sean (employee number 6052789) who simply said I'm only charged for what I use. I informed him of this unusual spike in my data and told hime that I've been a loyal customer for years and he just refused to see that perhaps Virgin could have made a mistake. Give me a break. He just kept saying that's what I used.
He said there is nothing he is willing to do because I was charged correctly. How does he know? I asked to speak to a supervisor and he said he is one. I asked to speak to his supervisor and he said his supervisor doesn't handle calls. I asked who I can talk to above him and he gave me this email address...email@example.com
I will buy out my contract this week and it is not my intention to cause harm, slander or misrepresent this company in any way but I will share my experience with everyone I know and care about to avoid this company because I feel they have glitches with their data usage tracking and are unwilling to give loyal customers the benefit of the doubt. I don't want this to happen to anyone else.
After being with them faithfully for years, when a problem comes up it is clear that they do not know how to handle a problem when an issue comes up to the customer's satisfaction. I couldn't believe he wasn't even willing to be open to consider the possibility that there could be an error in relation to my data calculation and usage.
Sir Richard Branson, founder, would be horrified that reps within his company are not even open to the possibility that something on their end could be malfunctioning. Total failure of excelling in service here.
If anyone can recommend a data and cell provider in Alberta that is dependable with data tracking and willing to look at possibilities if something goes wrong, please let me know.
Reviewed by janette gardiner
on 29th Jul 2016
Worst company to deal with on fone treat disabled customers like disposable garbage...upgraded my phone cancelled old contract as i was told to do for 2mnths still took money out my bank account for old fone phoned them ooh old account not been cancelled.. yes it was i will sort that for u just now ...what about my mny ooh we will refund it to ur bank account within 7 to 14 working days ...i have bills to pay i cant wait that long...ooh soz will be 7 to 14 days for ur refund...well 14 days are here and ive still no refund and phoned again to be cut off so yeah lot of help ur staff are ...but im sure u wont wait to take money out my bank on tues wen my bill is due to come off even thou im still waiting on my £71 refund from you.
Reviewed by Nick
from United Kingdom
on 25th Jul 2016
On Pay as You Go Big Talk Tariff. Withdrawn benefits mid month without notice so paid standard rate for phone calls and texts, also withdrew my 40 minutes talk time bundle and barred me from topping up. Now into day three and phone call 11 yes thats ELEVEN with still no sign of resolution. Absolute shower. See you in Court for loss of benefits, credit vouchers purchased which are unusable.
Reviewed by John Roger Wilkinson
on 3rd Jul 2016
Phone stopped working, black screen. Phoned 150 4 times, no real help to sort it out, went to Huddersfield store 35 minutes away. Problem not solved. Phoned 150 again was given no real help was told I have to wait 3 days for them to (maybe) book phone for repair. Will stop direct debit if they don't sort out the issue and go elsewhere. Terrible service, no care for the customer at all. I use my mobile for my business so could be plus 1 week without sales due to having no phone.
Virgin media really need to get their act together.
Reviewed by Marianna
on 1st Jul 2016
My husband called them to have a monthly mobile plan and the only thing we can say is that Virgin has the worst costumer service we have ever experienced! After more than an hour on the phone nothing was sorted out! The speed and efficiency of the people who work in this company is just unbelievable. If this is to give them money, can you imagine what happens if you have a problem with them? We are just highly disappointed, shocked and frustrated.
Reviewed by BM
on 20th Jun 2016
Shocking customer service. Tried to change direct debit date to help with earning some bank interest. Was given a date and month and told it would happen then. Heard nothing, rang a day before due date to check and was again told it would happen.
Guess what............nothing happened. Rang to investigate and after waiting an hour on the phone was told it wouldn't happen until the following month, two months after I made the change. Well this wasn't pointed out to me at all. I would have made other changes had I known. I had a half hearted apology. Not good enough, so I'm leaving. Switched to Life Mobile, through U switch. Better deal and a tiny bit cheaper.
Pity there's not a no star option.
Reviewed by Tracy
on 18th Jun 2016
Bought a phone from virgin mobile and 18 days later the phone screen turned black and aprox 1/3 of the top of the screen was green pixels. Although the phone would ring if called it couldn't be answered. As it was over 14 days indeed to have it refurbished but I see it as I've been sold a faulty product and don't want it refurbished I want a new one. Short version of story is I did all the checks with customer services and it needs to be sent away. I asked to speak To a manger regarding a new phone to be told he was unavailable, I asked if he could call me when free to be told he was unavailable. I asked if the manager had a manager to be told he was unavailable but guess what an email was being sent to the manager asking him to call me in the next hour. Good enough he called .... On the broken mobile!!!i then phoned back to go through security and tell me story to then be cut off. So I called again and went through security again but after 20minutes of banging my head against the wall I still hadn't spoke to a manager and I was no further forward. I even threatened to end all my other virgin media services which is aprox £100+ a month but all operatives kept to the same script. I feel completely let down and disgusted with the customer service I received. I did ask to be put through to to cancellations and they were shocked at why I told them I was leaving and even went through their procedure of speaking to a manger and steps to resolve issues.
I can't wait for my contract to end so I never have to deal with them again. Customer service is appalling !!! Should have stuck to Vodafone.
Reviewed by Robert Tomlinson
on 7th Jun 2016
Compared to orange they are excellent. If requested they will send you text messages when you have nearly used all your data, calls or text messages. The signal is also excellent. I have, on many occasions, had signal when everyone else I was with did not, the customer care is adequate however there is sometimes a long wait before you get through to a real person.
Reviewed by Tina
on 28th May 2016
Have had Virgin Mobile for over a decade. Used to be no problems, then in the last several years (6 or so), NOTHING BUT problems. Now, for the last few weeks, my calls are being dropped CONSTANTLY. I was on a phone interview, and had to call back 10 times!!!!!!!!!!! The current perp is an android, and have had this phone for maybe about a year. Don't remember having this problem to this extent ever. VERY frustrating to say the least.
Reviewed by Gwyn
on 19th May 2016
My phone End Call ab is faulty some times having to touch 2 or 3 times.
Rang a 0271 Number no reply so touch End Call Tab Have received Bill from
Virgin of £152 58 have contacted Customer Services 4 times still waiting
Recieved text Message that they woud take payment from my Direct Debit 1st June
Cancelled Direct Debit I expect I will be conntacted very soon.
Reviewed by Steve
on 14th May 2016
I used to be able to login easily and check my mobile calls, text, balance etc. Now they have set up a new system and it is useless! It was not transparent so despite not changing my password I have had to waste hours trying to set up a new one which will not accept. It has not been properly tested so you get text overlapping the login boxes and it doesn't accept valid email and passwords. Why have they messed it up big time when it used to work reliably for years?
Reply by Lnda
on 21st May 2016
Not much use to you, but I am having exactly the same problem!!!
Reviewed by MarkO
on 27th Apr 2016
I am on SIM only monthly.
Most expensive provider - when you are abroad- outside EU- £4 per min to call and £1 per min to recieve( ?!).
What a rip off.
Reviewed by john
on 27th Apr 2016
Had to contact Virgin mobile regarding registration, was delighted with the help and information I was given.
The operator was very pleasant and pointed me in the right direction. Very professional.
Good to do business with.
Reviewed by Shafei
from United Kingdom
on 8th Apr 2016
Someone stupid in the Philippines cancelled my contract without my authorization! managed to to speak another stupid manager after 2 hours waiting (her name is Angy). They all have stupid racist attitude and very inefficient. I am writing A letter to the CEO.
Reviewed by Michael
from United Kingdom
on 11th Mar 2016
Been with Virgin for years and was on a £42 per month vip deal. Decided to go sim only and pay £15 while I looked at offers, but failed the credit checks and was explained about sensible lending, but then offered a £40 deal which was suitable to my needs... Not sure how a £40 per month contract deal is more sensible leading then a £15 deal???
I was then cut of, however I was called back by the same women who couldn't pronounce my name and refused to talk to me as she had no proof it was me??? As the customer services weren't great I went in store who then couldn't help for 30 days as the customer services had updated my account and would have to call them back. They wouldn't even let me use their phones.
Called customers services back who said the stores would say anything to get rid of you and adviced to write to some customer department who don't have telephone numbers or email addresses. Think I'm just going to cancel and go elsewhere and avoid the hassle... First world problems!!!
Reviewed by Mark
on 9th Mar 2016
Years ago Virgin mobile used to be good.
Now they have gone dow the pan - you are waiting on hold for ages to have the privleges of speaking to someone in the philippines if their is a problem with your account or signal - i changed to Life mobile - much cheaper than virgin and customer service is better to.
Reviewed by me
on 5th Feb 2016
Have had a contracrt with virgin mobile for over 4 yrs, always been paid but cannot upgrade!!!!
Reply by Anna
on 14th Jun 2016
I've had three contracts in my name with virgin mobile for many years, never missed a direct debit payment. My contract is up for renewal any day now. Called them to discuss and was told i have to have a credit check. The rude and abrupt operator told me that i have failed this and that there is nothing that they could do and suggested i go on to sim only. I'm disgusted.
Reply by EVIE
on 16th Aug 2016
ANNA ITS ALL RUBBISH TRUTH IS THE ARE NOW GOING THROUGH A DIFFERENT CHEAPER CREDIT CHECK AGENCY CALLED EQIFAX..WHO DO NOT KNOW WHAT THEY ARE DOING...THEY TRY TO SIGHN YOU UP TO A MONTHLY SUBSCRIPTION...
i WENT TO CLEARSCORE..ITS FREE..i HAD THE SAME PROBLEM ANNA.ITS A CON ...i JUST FOUND OUT THAT THEIR ADVISOR WHOM DEALT WITH MY UPGRADE PUT IN WRONG ADDRESS..GO TO THE STORE WITH YOUR COUNCIL TAX BILL AND FORMS WITH ADRESS ON..THEY SPEAK ENGLISH AND YOUR PROBLEM WILL THEN GET SORTED..we are dealing with
poeple whom dont speak english and read from scripts..anything else and its just a circus
Reviewed by Kev
on 6th Jan 2016
Was with Vigin mobile for many years on the £20 VIP with unlimited everything all for £8. Virgin started to become unrliable with data speeds. Sometimes couldnt even load a webpage, it wasnt down to 3.5gb limit.
The other con they pull is offer 8gb data but its still capped at 3.5gb at full speed.
Spoke to someone in headoffice which was just pointles, so i left and went with EE. No speed issues at all.
Just moved the wife over to Life mobile as shes happy with 3g.
Reviewed by Jane
on 4th Jan 2016
Have a PAYG mobile. When I ring to top up with a new card the system loops back to the beginning once I have given the expiry date. This has been going on for a month now. Twice I have managed to get through to a so-called release Redon and guess what? They disappear when I reach the same point of registering a new card.
I have been subject to canard fraud twice recently and am thinking could it be this site?
Minus 10 stars.
Reviewed by Tanja
on 22nd Dec 2015
Virgin mobile is a disgrace - I have a telecoms bundle worth £80 plus a mobile contract with them. Had to make an emergency phone call abroad outside of my normal UK allowance and was under the impression I had a £50 credit limit. They allowed me to make that call and accumulate costs for texts abroad to the value of over £100 before barring my account twice.
Once after the foreign call when I phoned them up and enquired I was told my credit limit was £60 - so I was under the impression I reached my credit limit then and asked how to re-establish my phone to work again, was told no action was needed as money would come out of direct debit. I asked for my credit limit to be lowered to the lowest possible which is £50 and the customer services assistant said she would action this.
second time around, 5 days later the phone was barred again, no more phone calls abroad so not sure why it should. Told my credit limit suddenly was £100 and some unintelligle garble about why I was over £100 in debt with them. They then insisted I asked them to increase my credit limit to £100 at the last phone call!!! what a joke. before I spoke to the supervisor who made no sense, the customer services person made no sense either and patronisingly told me I shouldn't make calls abroad.
I am considering seriously to cancel my whole telecoms bundle with them plus my mobile phone contract as I had nothing but hassle and problems with them over the years, have been with them since 15 years.
Reviewed by b hoad
on 18th Dec 2015
rubbish rubbish rubbish. customer service rubbish mobile phone contact rubbish….. managers rubbish problem solving rubbish
Reviewed by Bob Fish
on 10th Dec 2015
Virgin steal your money I had a pay as you go phone for emergency purposes with a credit balance of £11.49 due to their stated lack of use this service has been terminated without any notification and the monetary balance kept I am told there will not be any refund or mechanism to reclaim. I am totally disgusted with virgin. I have been a loyal customer for about 10 years silly me.
Reply by Patricia Green
on 23rd Apr 2016
I have just realised I have the same problem - I kept an English mobile for emergency use, and there must have been over £10 credit, and now no service. How can they steal your money like this?
I also had a sim which I used in my iphone, and paid every month for over 2years and only used it when in UK, and last December tried to use it - no service, so I cancelled it. So I suppose this is their way of paying me back for having the nerve to cancel one of their contracts - which actually THEY DID, because the sim didn't work, so I was well within my rights. Good job I have another sim for the iphone, so not without a phone. Will never use virgin again.
Reviewed by Michael
from United Kingdom
on 6th Dec 2015
This is probably the only problem I've had with VirginMobile. The problem is that ny allowance updates on the 5th of every month but I haven't been updated yet. It is now the 6th. Why could this be?
Reviewed by Carol
on 29th Nov 2015
I have two virgin mobiles soon to be one won't let me get a upgrade to say I'm disgusted is an understatement I've been with them for 3 1/2 years to be told I didn't pass the credit check I think they're all wrong I've never missed or been late with payments I don't think they should be allowed to get away with it angry is not even the word.
Reviewed by Sarah
on 17th Nov 2015
I have been a Virgin Mobile customer for years and had pay monthly VIP for the last 4 years for 2 handsets when trying to upgrade i was told that I couldn't even though it says so on my online account. I am absolutely disgusted as I have never missed a payment EVER. GREAT WAY TO TREAT LOYAL CUSTOMERS !
Reviewed by Blackjag
on 7th Nov 2015
Virgin Mobile is the worst mobile company in the world. The service is disgusting. They have stolen my credit balance due to lack of use and refuse to repay me.
Reviewed by Darren
on 4th Nov 2015
Shocking customer service
They want to charge me £78 for a repair to my phone or i can pay £70 excess fee on my insurance for a phone that if recycled through virgin is worth £9.00
My LCD screen under the glass screen on my Sony Xperia M2 as started bleeding across from the bottom right to the top left of the screen, there is no physical damage to the glass screen on the phone, however they are claiming it is accidental damage, thus invalidating my warranty on the phone, however they tell me this fault could occur at anytime and could take months to come to light so their findings are inconclusive yet they feel able to make a definitive decision based upon inconclusive data, really really poor.
The phone was kept in a case from day one to prevent accidental damage occurring.
They do not care about their customers full stop, its a shame as some of their staff are very good but do not the authority to deal with the issues.
I was told to go online to find out how to contact their complaints department, there were two options either call in which they recommended you do or write into a PO box address, however when i called the number i was reliably informed by their member of staff that you cannot raise complaints over the phone, talk about the left and right hand not knowing whats going on.
I have since written my complaints letter and i await their response, however if they do not resolve this matter in a satisfactory manner i will not only take my business but i will also take my families business elsewhere at a cost to Virgin of £1,500 a year,they only care about money so hit them were it hurts them the most.
This is not the first time i have received or experienced poor customer service from virgin in the last 12 months, however it will be the last as this is the straw that as broken the camels back.
VIRGIN = DISGRACE
Reviewed by Dez
on 1st Nov 2015
Having been with virgin mobile for many many years I must say how rubbish they are now we have 3 contracts had to send my 9 month old phone back to them sent it back sayin it's water damage they say as it may not have been dropped in water which it has not it may have been caused by a change in the climate or by moisture by takin it in the shower or bath what a joke now left with my old phone well we r cancelling two of the contracts as they r up for renewal and I will not be upgrading mine so avoide virgin mobile as they are just not bothered about long standing customers and customer service is terrible.
Reviewed by Marc
on 27th Oct 2015
After being a mobile customer for 15 years and on contract for last 2 years being told can't upgrade or even have sim only is like a kick in teath . . Computer says NO.
Reviewed by Carl
on 27th Oct 2015
I have had a SIM only deal for 2 years with Virgin media. £15 per month for unlimited calls, texts and 3G data.
I needed to contact them today. Call centre was based outside the UK but had no problem dealing with my address change. I asked if I was eligible for a mobile phone and got transferred to a UK team.
Advisor in the upgrades team told me I have a C3 credit rating with Virgin mobile, so I can have 3 phones and any models except I phone 6 or new Samsung.
I have never had an issue with Virgin Mobile and can't fault their customer service. I would recommend based on my experience with them.
Reviewed by Yoda
on 23rd Oct 2015
Avoid this mob at all costs.
Terrible customer service, 'Unlimited' means, the sim tops up daily to the max daily network allowance.
If you go over, the service gets cut and then a cycle of madness ensues involving 'customer services'.....
When you pay for 'unlimited' you should GET 'UNLIMITED' !
I'm not even gonna go into it, just do yourself a favour.....
Reviewed by Aaina
on 23rd Oct 2015
Do not buy virgin sim, the internet data reception is pathetic... Stay away. I have one, and it is slow, never connects at various areas... It's horrible.
Reviewed by Matthew
on 20th Oct 2015
Avoid Virgin mobile at all costs, the Internet on there all. Inclusive packages are caped at a fare usage limit to suit there selves, the Internet speed is atrocious to say the least that's if you can connect at all. Over seas call centres that basically are useless that is if you can get through or understand them, complain about the coverage and you will spend hrs getting no where Diabolical service and can't wait for the contract to end.
Reviewed by Jim
on 17th Oct 2015
Absolutely the worst service in the world!! I had the dire misfortune of dealing with this sub par company for several years and was repeatedly subject to severely handicapped customer service reps who could barely string a sentence of English together. They continually cut off my service at random times without warning claiming I had gone over my service...which I hadn't. It caused me to miss work, miss personal calls and then have the arduous task of calling customer service again and try to plead with them to turn my service back on. Only to have the abhorrent cycle to start again a month later!! Please do not support this band of degenerate charlatans and use a proper company! The ultimate insult was when I called to cancel, they informed me after my rant that it would be 35$ to re activate my account lol
Reviewed by Christine
on 6th Oct 2015
Virgin is the worst network iv even know of I wanted to go from three and thought I'd give virgin a go what a joke I went to a virgin store and had my new therty day rolover the guy in the store asked me if I was keeping my old number I told yes he then asked me if I have a paccode I said yes he then said that he could activate my paccode former I thought good save me doing how I wish I never bothered I did it on the twenty ninth of September and still waiting when I phone virgin up thay say thay are waiting for my number from three then thay say it's frozen then thay only have part of my number then I phone three thay say it's nothing to do with them I don't know what to do know as I have three weeks left can anybody help
Reviewed by Tracey
on 5th Oct 2015
Diabolical customer service. Wrong phone sent out, seven phone calls later & five non call backs still waiting for the correct phone to be delivered. The service team continually lie, promise resolutions that don't materilise. So today I gave up & ordered a phone from Carphone Warehouse. No compensation offerred by Virgin so I decided to take my business else where.
I will be pursuing this tragic episode via Watchdog, The Guardian & Trading Standards.
Buy at your peril! ;(
Reviewed by Kenneth Jiles
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
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
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 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
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
Now the department that can free there admin error is not open but a further call back
Reviewed by keith
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?
Reply by evie
on 16th Aug 2016
yes they have now gone through a credit company called eqifax...whom do not reconise my address..same problems as yourself keith.
I was told to call them myself to rectify my problem..its all complete and utter bullshit.excuse the pun..they asked me to enrole in a monthly subscription to look at my credit score..
I explained i am with clearscore my credit is fine .
and that your computer is not reconiseing my address...but whom am i paying each and every month then...
dont waste your breath over this past year they are dealing with new credit check agency and advisors whom .well are bog standard...
I have same problem but can not deal with these idiots much longer .SHAME.BUT LOYALY COUNTS FOR NOTHING..AS SAD AS IT IS
Reviewed by Carol
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
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
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
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
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
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
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
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
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
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
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.
AS SOON AS POSSIBLE MY CONTRACT WILL BE CANCELLED with Venerial Media.
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
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
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.
VERY VERY POOR.
Reviewed by michelle
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
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
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
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
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
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
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
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
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
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.