5/5

posted Jan-11-2012

"We have been Virgin Mobile customers (family of three) for over two years and have been largely satisfied with their products and service. Early problems with billing and unsolicited charges to our accounts were resolved with calls to their customer support people, always to our satisfaction. Since these early glitches, the cell phone service provided has been without fault. Coverage is good (Virgin Mobile runs on the Sprint network) and the monthly plan my son uses (mostly for unlimited texting) and the pay-as-you-go service used by my wife and me (for voice calls) are the most affordable around. For the widest available coverage at the best pricing, Virgin Mobile can't be beat."

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1/5

posted Jul-14-2011

"This is a review of Virgin Mobile Canada. After getting fed up with Bell Canada and their crazy billing system, I switched to Virgin Mobile Canada. I bought the phone and activated the $20 plan via customer service. I realized I was activated on the wrong plan and called customer service again. They said it was fixed, but it took a third call to customer service to fix the problem.

I recently wanted to switch my $20 plan to a $35 "unlimited plan," but the website was not clear on the exact features were included. I emailed Virgin Mobile customer service with my question and never received a response.

On July 7, 2011, I was billed my new rate of $35/month+tax and was previously billed $15+tax for an auto top-up that was not used. I shut off my phone, charged it and went to turn it on the morning of July 8, 2011, but the phone would not turn on anymore (pretty much dead). I went to the Virgin Mobile store in the mall to see what they could do, and was told repeatedly to "call customer service." They cannot access customer accounts in the store. All they do is sell phones and plans.

I had no way of calling "customer service," so I ported my number to another phone company and called they from my new phone. Currently, I am waiting for Virgin's accounting department to call me back to give me a refund for the month of July that I never got to use. Hopefully I will get my money back.

Since Bell Canada has bought out Virgin Mobile, customer service has gotten even worse than it was before. Bell Canada, as usual, does not care about their customers. They only care about taking their customers' money. As long as they get the money, that's all they care about.

After being with Virgin Mobile Canada for 3+ years and recommending this company to others, I realize that this was a BIG mistake. Every time I called customer service, I was connected to the Philippines, and they end up having to transfer my call to Canada in the end. Too much garbage to deal with this company. The people in the stores cannot help with any account issues.

AVOID Virgin Mobile Canada at all costs!"

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1/5

posted Jun-05-2011

"1. Virgin constantly had problems with their data service. Every time I paid my bill or made any change to my account, the data service would stop working. It got very annoying having to call Virgin several times a month to try to get data turned on once again.

2. I was double billed for my first month of service. I notified Virgin's tech support of this. They said they would look into it and remove the charge or contact me for more information. The charge remained and Virgin never contacted me.

I called Virgin again a couple weeks later about my loss of data service and again mentioned the double billing. This time they refunded the errant charge.

3. Processing the refund apparently tripped some sort of fraud monitoring in Virgin's "system". Virgin turned off all services to my phone overnight. I was without all phone service for 2 weeks. I called tech support over 20 times trying to get things straightened out. They would not turn back on my service until I called my bank to reinstate the errant "double" charge.


Please, STAY AWAY from VIRGIN MOBILE. Do not trust them to provide cell service so you can talk to your friends or business. Do not trust them to provide cell service to your kids. It's worth it to pay a little extra and get your cell service from a real cell phone provider."

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