Virgin Mobile Customer Service

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

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

man, was I wrong...........

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

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

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

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

simply asinine.

Virgin mobile have un-organize system company.. very poor customer service problem solving.

I am paying $ 56 for unlimited data,text and phone calls in the U.S. for 30 days. Why would anyone deal with your service when you want $ 13 a day for the same service

Black Friday scam!
I signed up for an online Black Friday deal that included a phone and a 2 year contract. When I called them to check on delivery I discovered they had cancelled my order without explanation, notification or consent. I've gone through I don't know how many agents trying to sort it out and every time it just seems to get worse. I've been told four different stories by four different agents and they've been gaslighting me. I have had no resolution at all and I'm finally going to cancel my account with them totally. A store agent told me that the company got in over its head with their Black Friday deals and can't fulfill them. He said that many other customers have had similar complaints and gotten no resolution either. Would definitely not recommend.

Tooo long to talk about and my blood pressure goes way up. Finally disconnected from what could be the worst customer experience ever recorded.

If you decide to go with Virgin Mobile, some day you will contemplate jumping in front of a bus. Do yourself a favor and just go anywhere else.

Virgin is the WORST company and has the WORST costumer service by far!! Never get anything from this company, they charge you every time without getting any confirmation and out of your agreement and finally you will cancel your line with them!

DO NOT USE EVER VIRGIN MOBILE. I have used them for 10 years bought the flip 3 phone it has broken in the same spot 3 times and they keep on charging me to fix it . ITS A BROKEN PHONE . I am Cancelling my account and will go to Rogers

Virgin Mobile is hands down the worst cell phone company out there. After spending hours telling customer service about my constant dropped calls, out of country package that did not work, not even a call back to follow up even though they said they would.
When I called again I explained the situation again and they said that they were having cell phone tower problems and there was nothing they can do. How about a credit, or some incentive to stay, but no they advised me to go to another company wth...terrible!

My phone is stuck in air plane mode with light blue light on the plane ever since I did a soft ware update yesterday that u guys sent

The sell me a 55 dollar a month plan but don't sell a 55 dollar top up. The venders well 50 and the lowest after thay is 15 and then the fees bringing the total to 73.80 for a 55 dollar plan.
I then call in after that to make it possible to pay directly through my bank saving me at least the fees. Following step by step directions from their agent they then charge me another 61 dollars on top of the 73 they already received taking food money out of my kids mouths. Then on top 9f all this the say i now have a credit on the account from "My" 60 dollars and say " they cant put it back in my card. I hope this phone taste good with mustard on it. Idk well hafe to ask my kids. Enjoy your drive to work in your Mercedes and BMWs and your steak dinner on my kids expense. Im a customer left feeling frustrated , upset abd a victim of a really awful scam. Someone please put my 60 dollars back in my account because that's just good business and the right thing to do. Enough of the lying and saying " the system wint allow us to refund it " systems do what we tell them to do. Of course someone there can authorise my money be returned to me but first the company actually has to care about how they're doing business and treat loyal customers

Simply the worst customer service and tech support ever met.

The worst worst worst experience ever, being charged wrongly over and over, spending so much time every week on calling them for different problems without effective answer, confusing application. it took them 2 months to cancel my tv service, and when they cancelled it they canceled the whole account and told me they can not activate it again so i had to do it from the first place and to compensate they told me they are going to send me zero amount for the first bill and credit for the second. And they did not do that so again i called for them to add the credit. Now i can not use the credit for payment and as you imagine i called AGAIN and now they tell me that your account is not valid and you should go visit in person. Every time i call they tell me that they are going to fix it and again i see that nothing has been fixed so call again. How many times should i call for managing an internet .

Impossible to talk to or contact this group! ON-LINE AI blocks you from communicating, no street address, no email, and a "do not reply" f7nction 9n billing emails.
Cancelation of your account is hidden from you and you need to communicate with a person... catch 22? 9n purpose?

Terrible customer service. I switched to AT&T a few years ago, and AT&T needed my VM account #. It wasn't available in my info, so I called customer service. I was bullied and was repeatedly asked why I needed it. I said it was none of their business, and was finally given the info I needed.

Terrible customer service. Always quick to hang up and the call is dropped. These people have their hands tied. My impression is that Virgin Mobile has designed their option plans on their portal to wring money from customers. If you make a mistake or misunderstand, you will be billed mercilessly.

I called Virgin Mobile to suspend my account because I was travelling the country wish they did charging me $15 every billing to keep the number which is understandable. I called a week before arriving back home to unsuspended my account and go back to my previous phone plan which was $35/mo, The woman I spoke to on the phone said "yes the changes have been made." Then one month of being back home I got a text message today for my phone bill saying I have a balance of $240.86 because all I did was ask to un-suspend my account, so I got charged for long distance calls do to the fact I didn't have a phone plan in place. Which is ridiculous because I asked for my old plan when I was talking to the lady on the phone. I called them and was put on hold for more than an hour to speak to a supervisor and he told me I never asked for my old plan because it wasn't on the notes and all he can do is take 50% off. I told him "no I shouldn't have to pay for one of your employees making a mistake and not doing what I asked" then I told him you guys record all your phone calls. I want an investigation. He said he will do that but he's not sure when I'll get a call back and not to call them because they will call me. What the hell is wrong with this phone company!

WOrst Customer Service ever. I had 5 lines. Cancelled all of them and left their company. Thank god i did this.
Dealing with the Filipinos were the worst part. They never listen to anything we said and kept saying the same thing again and again.

Long-term customer of Virgin Mobile, contacted customer service today. This interaction has completely turned me off of using Virgin Mobile services. Ever.

Virgin Mobile was extremely unprofessional, did backtracked and did not honour the guarantee from the customer service representative.

Their prices are expensive ($80+tax for 12GB) relative to their competitors, less than subpar services are not warranted for the price.

Their Customer Loyalty branch does the complete opposite of their intended purpose.

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

Cancellation fee of contract will be equal to the amount that you will pay to ride their overpriced services out. Just because you pay more does not mean that you will be getting better service.

I placed an order online to upgrade my phone and somehow they got the shipping label wrong so Purolator couldn't deliver it. I put in all the right information but the shipping label said just "apart" instead of the apartment number. It's been over a month of calling and being told I just have to wait and I still don't have the new phone because Purolator sent it back because they didn't update the address.

This company is the worst I ever have.
One month over charge $885 for over 800MB.
Can you believe it?
I moved to another company immediately. Stay away from Virgin Mobile or you are going to regret it.
I will never come back and tomorrow first thing in the morning I am going to cancel my wife's cell service with this disgusting company.
We will NEVER come back and I will make sure that my all family members and friends are never part of Virgin Mobile scum.

My daughter (grade 9) got phone bill this month, $586. Her cell plan was 20G data limit plan. Without notice she got 3.5G data over the limit (20G). Over 3.5G data Virgin Mobile Canada charged over $551, $15 /100 MB. I could not believe Virgin runs their business like this. Actually I even did not want give them any star!

Customer service for Virgin care does not listen to the concerns of their own customers. They just try to make money by charging extra to their customers. This company should shut down soon for the betterment for people

Doesn't matter what plan you upgrade to, your data usuals increases so you still run out and then they gouge you for overage data. Stick with main carriers.

I now refer to virgin as, pick pockets due to they way they over charge for services and cut you off of data and blame the user.

I have been a loyal Virgin customer for years and I recently was going to visit the US and was told that I would only be charged "per usage" and I turned my data off on my phone and when I got home I was charged $12.00/day. My contract is also up and I am now being charged $20.00 more a month than is advertised on their website. I am 100% going to another provider and I have had issues in the past that they promised when I signed my last phone and phone plan contract that were never given to me. Worst commpany and worst customer service by far!

Dear agents @ Virgin Plus: despite
Negative comments Registered on line , meant to hurt YOU.
my name is Philip. I would like to express my true appreciation to AGENTS @ virgin plus.The assistance you gave me in regards to " how to get Tide of a annoying
Pop up ads. Your agent demonstrated to me that * we got your six *. Thus is TRUE. I didnot remember his name, I could tell you that on Aug 01 2023 , your staff provided me an amazing
Tech support to erase those virus
attached with the app : the ? magnify lens app. Whoever that man is , please ? accept my thanks. My name is Phillip. 647-
227-68xx. Your client has ? % confidence that Virgin Plus, is a reputable wireless provider to Ontario. In comparison to my previous business contracts: there is NO comparison. Virgin Plus lives up their claim " we are family: we will help you in any
Situation "- they did it !.

My service with Virgin Monile was excellent! Jaymne and Dee were both extremely good at answering my questions and setting up my new phone for me. I appreciate their help and patience as I had many questions.

I would like to comment on the wonderful service I got today from a very patient customer service man named Bryan EZ15956. My husband and I are 80 year olds and Bryan had patience beyond belief and took things in baby steps to get our flip phone hooked up to a plan. He deserves a bonus for sure. $$$$$ He was so kind and took as much time as we needed to get all the blanks filled in. Would everyone praise him for his unending patience and the slow and steady forward pace he took with us.
Thanks so much Bryan you were a life saver for us. ❤️

I've used Virgin Mobile for several years and I'm always impressed with the quality and friendly customer service provided by competent reps. Great Service!!!

Virgin has been wonderful to me. I have been with them 6 years and have only ever had a couple issues which they promptly addressed and compensated me for. Their customer service is great as well. I'm pretty much never on hold, and its always a quick and painless process.

Want to say Thanks to all the customer service and techs who helped with my phone delimma. It was my phone , not the service .Thanks for your patience and courtesy. I'm back up and running.

I am surprised as well to see so many complaints. I've been with vm for 5 yrs, have bought 3 phones and 99.9 percent of the time i haven't had any reason to complain. Very helpful, effective customer service reps. Will stay with vm. I've used att, sprint, verizon and they do not come close to vm. VM is superb.

Thanks for this #. Just activated old phone n got new number at midnight on a holliday :-)

I am a douche bag. I posted the rant about auto debit account and how screwed up Virgin is bla bla bla.....my card was replaced mid month and I did not update my account information. As I am lecturing the customer service rep that they have somehow screwed this up, my wife says - its becasue your card was replaced moron.......she was right. I apologize for the undue rant and accusations in my previous posting. I should have thought it through, realized the issue and called with the new number. Actually the phone service has been fine with no complaints. I am wrong in this.

I have been with virgin mobile for 8 years or more they have never given me any problems and I have had a lot of my friends use it as well with great results.

For me it was a surprisingly positive experience. I've been having problems text messaging with "code 97" or "out of network" (in my house?) for months and I finally decided just to call and try and get it fixed. I called and got no response, but then they called back with a live representative. She told me through all of the normal stuff, turn off and on, take out the battery, etc. But then did some advanced troubleshooting stuff and it worked. (She sounded really surprised when it did though). Hopefully this wasn't just a quick fix and its a long term one. Thumbs up.

I set up a new phone, but there was a confusion over it and I ended up putting it through twice. I emailed customer service and within the day they issued a refund. I was pleasantly surprised with both their willingness to help, and the speed with which they helped.

I read through dozens of the comments here and, frankly, got a little worried about my new Virgin Mobile iPhones I bought this week. I had VM years ago for a talk-only phone, and my son has been using VM for the past year with his Android smart phone with no problems. Sure enough, when I tried to activate the second of the 2 iPhones, the MEID # was not recognized. I called VM but reached only their automated response line (I hate that thing!!), but I recalled having read here to try saying "Live Representative" over and over until it worked. It *did* work and I was connected to a pleasant-sounding woman with a fairly strong accent, but no problems communicating. She didn't instill much confidence in me at first, as she was clearly reading documentation (even putting me on hold at one point to "look something up"). I was prepared for the worst--hanging up on me or simply not being able to help me, but she patiently waited while I went through the iPhone set up steps and we eventually got everything working. She confirmed my new phone number and payment options and now I'm all set. Whew! If I didn't know the trick to reach a live rep, I think I'd be tearing my hair out now, but once I was able to speak to someone, the experience was actually quite pleasant. I hope this bodes well for the future, as I was quite alarmed to read all of the nightmarish comments on this site.

My dealings with Ivan employee # 6063023 have been great. He's gone out of his way answering questions I've been texting to him on his own phone and has been prompt and helpful. Kudos!

Called Virgin Mobile for a phone issue they took about 1-2 mins to reach but they did not resolve my problem they were very friendly and very understanding

I dont understand why everyone is saying Virgin Mobile sucks! It doesnt my whole and family and myself all have phones from them and we have had them for many years and never had a problem with them. If you had a problem its your own fault! Virgin Mobile wouldn't still be in business if their things were screwed up. Obviously they are a good running business and just hop of their jocks and stop leaving rude comments. And maybe thats why they hang up on you! You are rude people who have nothing better else to do than sit on the computer all day and write mean comment on the comment boxes!You guys are probably breaking your phones to try and get you money back!!! Virgin Mobile is a wonderful company and I enjoy their products and i have never had a problem with the towers or anything. I plan on having Virgin Mobile for as long as I have a cell phone!

Hi Virgin Mobile Eastlands,

I would like to Thank Katie for her patience, help, assistance and information that she gave my wife Grace on using her new Samsung Galaxy II mobile phone on Thursday 19th July.

My wife, Grace was apprehensive at first on buying the Samsung Galaxy II mobile phone as it was her first smartphone, but after Katie's clear explanation and showing of the phone's function, she now thinks it is the best mobile phone purchase she has ever made.

It is refreshing to find in a Retail shop, someone like Katie who has excellent customer service skills and the ability to build strong relationships with customers. We will only be buying in the future our mobile phones from Virgin Mobile Eastlands.

Thank you and regards
Grace & Robert Makin

I have had VM for many years now and im only 19 years old, but as personal experiance Virgin Mobile has been great since i have been a customer, i dont know why people say it sucks if it works great for me, but now im not sure of how its going to work out since i have the 25$ plan and i just bought a Lg Optimus elite but their telling me that i have to change to the 35$ plan, why is this? cant i just keep the same plan? hopefully once i call customer service they can help me keep the same plan of 25$ a month instead of changing it to the 35% a month, they shouldnt change the monthly plan just because i bought a new phone..but overall Virgin Mobile works great!!!

Not bad service.

Some dead or weak spots for phone coverage.

We use this service for our 11 year old. He mostly texts and plays games.

The Optimus Elite only cost us $129 at Radio Shack. Monthly is $45 for 1200 mins of talk and unlimited text and data. Not Bad.

I am trying to switch my cell number from Verizon to Virgin Mobile. I'm on hold right now.
Because I used 98 minutes of my 1200 minute plan, they are saying I have to pay for another monthly plan to 'start' my service with the new phone number.

The attempt to change my # has taken 43 minutes so far.

My thinking is, if they are willing to ...
oh wait, they seem to be resolving the problem! Good for them!

That changes everything from a big negative to a big positive. Shouldn't have been an issue in the first place, but they said they would resolve it.
It appears they did. It took one hour and 18 minutes. But they appear to have done it without adding stupid surcharges.
I'll rate them a bit higher than they deserve, but in any case, it was not as bad as it could have been.

The customer service is (for me) at 50/50... I had no trouble porting my phone number from AT&T when I switch to VM. It took 10 minutes and the lady I Filipina to at the call center was nice and helpful.

That was the good 50. The BAD 50 happened last night and this morning.

I bought a new phone to replace the one I was using is a year old and doesn't work as well any more (don't drop your phones.... I tried to use their online "swap phone" service. It told me there was a problem during the swap and that I need to call their customer service number (1-888-322-1122) and ask for a live rep.

It was 8:45 when I called so they were still open. I gave them a call, got a Filipina named Sarah (if I remember correctly) and I told her what was going on. She would NOT let me speak. She kept speaking over me so it made it hard to tell her the problem. Eventually she understood and took my MEID for activating and swapping my phone to my account. She then told me that I needed $10 on my account (which I didn't have and didn't want to put on there) in order to swap my phone. I asked her why and she said because it's required to swap the phone. A few seconds later she told me that I wouldn't be able to use my phone for making calls, text messaging, or data for 4 hours (I didn't care too much because I was going to go to bed. Whatever.) Right as she said that the line went dead like I got hung up on.

With prior experience with phone systems in the PI it is very common for phone lines to go out and internet to stop working due to the way things work there (everything's all screwed up there). So I called back to try to figure out what's going on since I couldn't tell if my phone had actually been swapped or not and the call center was closed (it was then 9:03pm PST...)

I was livid because I HAVE to have my phone for work and if it was going to be de-activated for 4 hours (if it had to be swapped the next morning before work) then I'd be missing a lot of work things.

I tried to use my phone after the disconnection and I could still use data but I couldn't use my texting or make or receive calls. I managed to use Google Voice to text people when I needed to (in case anybody has the same thing happen!)

This morning, I tried to see if any of the phones were working and found that neither one was activated. I tried the online form again to swap. No dice. CALL CUSTOMER SERVICE 1-888-322-1122. Boo....

I got to work and called VM immediately. I spoke to Steve in the PI center. He apologized and said he'd help me with my problem.

He was nice until there was a problem happening on his end. He started sounding frustrated, heard a lady yelling at him about something about "she has a credit card on file!" and then... He put me on hold. I waited and he came back saying to hold longer. Ok... Waited more. He came back and told me that the phone was swapped successfully and then put me on hold. Again. Then he came back and said it wasn't fixed and that he didn't have the tools to solve the issue. He then transfered me to a "device specialist." ...O...k...

I sat on hold for another 10 minutes waiting. Got somebody named Josh.

He listened to my situation and then told me that I would have to pay a $10 fee to swap the phone because it's over the phone with a live representative instead of the free online service. I told him the only reason I was on the phone with him was because the online way wasn't working and told me to call them. I asked to not be charged and then he started swapping my phone and investigating the problem.

He told me that they had a maintenance and that's why it wasn't accepting my online request an that it should be working today. I told him that I tried it this morning and it wan't working still and that was the reason for my hour long call today.

He said "oh." and then started asking for information about the phone. "Is it new or a replacement?" - It's new and is replacing my old VM phone. "What's the MEID?" - gave it to him. He put me on hold for a few minutes and then came back asking the SAME questions. He then said that it was linked to a different account and then asked me if he could call back on the number I was using for the call. We hung up and he called back immediately (GOOD) and then put me on hold so he could call a different department.........

He came back, had me type some # signs and numbers to get to a hidden menu, then imput my phone number and then a different phone number (who's number was that? I have no idea....................) and then it restarted. Ok cool. It booted up and then I magically started getting text messages and voicemails. I guess I sounded surprised because I could hear him laughing in the phone and asking if that was my new phone making that sound and then to make a call. Everything was working. He explained that they have two systems and I wasn't able to swap the phone because it was getting hung up on the first system. Ok. I guess that makes sense. I guess.

He asked me "Does this resolve everything you were calling about today? :)" and I said "yes but I have one question." He asked what it was and I asked him if I was still being charged that $10 for the swap since it wasn't my fault their system wasn't working. He stopped sounding happy and then told me they already charged it to my account. I was pretty mad and told him it didn't make any sense because I WANTED to use the internet and I wouldn't have called other if it had been working. He then explained that he wasn't the one who charge me and said "they actually only charged $6 instead of the $10 so I still have $4 in the account! :D" um... I had $14 on my account. 14-6 is NOT 4. I told him this and he said "oh." and then I heard a bunch of typing and then "it's been reversed... does this resolve any issues you're calling about today...?" I told him yes and thank you and the call was over.

I checked my balance and it was indeed there like it was supposed to. I'll be keeping an eye on it since they did charge it... I'll also be keeping an eye on my credit card because of the lady in the background yelling about it being on file... So... Yay Virgin Mobile...? ._.

I'm glad it got resolved but... I hope I never have to buy a new phone again. -.-

I have been with Virgin Mobile since early 2002. Generally speaking, their customer service is sub par at best. Tonight, I was able to FINALLY get through to someone who could A: speak English, B: did NOT sound like a robot, and C: was ACTUALLY HELPFUL.

I have bought every "flagship" phone that Virgin Mobile has offered for years, beginning with the Kyocera V5 Slider. I have had several run ins with Virgin Mobile over the years up to and including: getting cussed out in 3 languages (Taglog Portuguese, and Spanish), I have been lied to, overcharged, etc.

I am currently trying to purchase the new HTC EVO 3D and do a warranty exchange on a Triumph that has several issues. After speaking with the SAME REPRESENTATIVE for well over 45 minutes we were able to get the issues ironed out and I am receiving Free overnight shipping, a free month of service, free hotspot connections for a month, and I was able to actually get my issues resolved.

I called in once and got through and was hung up on, the second time I was hung up on, the THIRD time I was hung up on, and I was able to finally explain the situation to someone who COULD and DID help.

Heres the situation for me;
I called in on 5/31 and ordered my EVO, and my replacement triumph at the same time. I am supposedly getting my replacement Triumph in the mail today (6/4, long time due to weekend) but I had been promised that I would receive my EVO on Friday (6/1). Well I called back in the first time for the tracking number and I was told that FEDEX hadn't picked up my order, so I called back on Saturday for my tracking number to just be told the order hadn't been submitted, which I knew was a line of crap because I had the order number sitting in front of me. So I called back in AGAIN on Saturday to be told that it was backordered from HTC and I would have to wait. Then I called in Sunday (6/3), 4 times, to be told that my order was on hold. To say the least I was livid, especially since they had already charged my account for the money and hadnt shipped the phone.
Well after 45 minutes on the phone with a GREAT customer service rep from Tech support, it was found out that the ORIGINAL rep had dropped the ball and hadn't submitted my order until the late SATURDAY (6/2) which took the extra 2 days to post to my account, AND now caused me to be back ordered on my phone. This representative took the time to actually E-mail me a copy of what she saw on her screen so I could have a physical copy of it for myself, AND was able to track down the order and get the phone ready to ship, plus allow me to be sure I wasn't receiving a pink phone, PLUS all the free stuff I mentioned above for my trouble.. THAT is 5 star customer service in my book! I have been in her position before and I have ran a call center for YEARS, SHE is a PERFECT example of EXEMPLARY customer support! THANKS LYDIA!!!

Matt

Planning a trip to Idaho in June and wanted to Top Up my Virgin Mobile Phone.
The automated process for changing my CC from Visa to MC was flawless.
Hoping that my phone will work on the trip from Colorado?

I have only had the service for 3 mos but have had to make 2 calls with questions and the CSRs were more than polite and helpful. Have had no problems at all and this is a great phone for my teenager.

suprisingly very nice and helpful with my problem. They accidently turned my wireless network off. they fixed the problem and compensated me right away. thank you virgin mobile.

I used to work for VM customer service. I answered calls for tech support and at your service (top ups). I was going through the comments and found much more negative comments than positive. I know that VM sucks, Im not here to talk bad about the company or anything.. As an advisor I will say my opinion about customers and why they don't get their issue resolved. What I don't like about customers who call in, is their freaking attitude. They call in yelling and being rude to us demanding to fix their phone.

ATTITUDE:
If someone from the Philippines releases your call because of you being rude or for any reason, I understand that you will call back pissed off. But this time you will not get the same advisor from the Philippines. you get an advisor from another country (Mexico) and as soon as they pick up the phone you start throwing them off and talking crap.
example: Thank you for calling VM....(advisor is not done opening the call and then customer is already yelling) I am fkn pissed off. Im tired of this company you suck. after being placed on hold for 30 mins i finally speak with you. if you don't effen fix my problem you guys better watch out and bunch of other crap...
How do you expect for that person to help you with your problem? As a customer you must understand that it wasn't his fault that the filipino hung up on you. Your talking to a Mexican now. Totally different person.
As an advisor I understand that the customer does have a problem and thats why they are calling. You should consider on being a little bit nicer because the person you make mad might have had the solution for your problem but if you start talking crap about him do you think he is going to be willing to help you?


REFUNDS:
Advisors can do some refunds and some cant be done. PERIOD! If you call in asking for a refund on a ringtone that you bought last year we wont be able to refund that money back. That was last year you purchased the ringtone. The system doesn't save information that old. If we don't have proof of that purchase we can't add any money on your account.
Some people want their whole 55 dollar plan restarted for free because they received a text message saying that they need to top up and it was wrong. When we say that we cant do something on your account is because we cant. We wont risk our job FOR FRAUD just because someone wants free minutes or because they feel like they deserve to be compensated for a stupid reason. Although, there are exceptions when the customer is right and should be given credit but not a whole month for free. I know that we may also do mistakes but we are PEOPLE AND NOT PERFECT. WHEN HAVE YOU NOT MADE A MISTAKE?


ASSURANCE WIRELESS:
This "customers" are the most demanding ever! They get a phone for free and 250 mins a month and 250 text for FREE and they still call in mad because their minutes are over. They also don't listen when we tell them the steps to program their phone making our phone calls the longest.

TIP FOR CUSTOMERS:

*DO NOT REGISTER YOUR CREDIT/ DEBIT CARD FOR AUTOPAYMENTS!

*WHEN YOU ADD MONEY TO YOUR ACCOUNT TO RESTART YOUR PLAN MAKE SURE YOU RESTART PLAN. IF YOU JUST ADD THE MONEY YOU WILL BE MAKING PHONE CALLS AT 10 C PER MINUTE AND THAT MONEY WILL BE TAKING AWAY FROM WHAT EVER AMOUNT YOU ADDED TO THE ACCOUNT!

* DONT ASK TO SPEAK TO A REPRESENTATIVE IN THE US BECAUSE YOU WONT GET ONE. THERE ARE NO REPRESENTATIVES IN THE US.

* IF YOU DONT LIKE OUR LANGUAGE SKILLS HANG UP, CALL AGAIN AND HOPEFULLY YOU WILL GET SOMEONE WITH BETTER ENGLISH IF NOT SOMEONE WORSE.


We are hired to take phone calls and help customers yeah... but we also do what we are told to do as employees and please don't request for things that we cant do ! Yes we usually have the solution for your problem but if we dont do not make it personal with the advisor! It is not his fault and also we are aware that VM SUCks there is no need for you to tell us that..


I truly recommend to just leave VM

or visit us at virginmobileusa.com
LOL

i am a virgin mobile representative, and i answer calls from broadband2go and tech support, i just want to say that virginmobile is the worst company, i dont know why people uses virgin mobile, is a terrible company, but that is not all, the customers are the worst, people call angry yelling, asking for things that we cannot do, instead of being polite and saying please and thanks, if they do that we will be more than happy to help you, of you call and start insulting us we will hung up, or we wont help you..we are call center in different parts of the world like philipines, mexico and some others, there is no call center in india,and we dont work for virginmobile we work for different companies that provide the service for virgin mobile.. we dont do miracles, we just have a computer in front of us, we cannot fix outages or network issues...and is not only the service that is bad, the customers are the worst, they dont know how to use their phones or computers and call upset saying that is the service when they dont know what the hell theyre doing.. they throw their cellphones to the water and call asking for a new phone, wtf, you broke it, why do we have ti givve you a new one for free??... but the worst of the worst.. assurance wireless customers.. they dont pay anything, they get free phone and free minutes and still they call in upset and want things for free and demand a lot of things when they dont event pay a dime.. please before you can call a call center, first do something by yourselves, try to play with your phones a lil bit,before you can call someone in mexico that dont care about your issue