Virgin Mobile Positive Customer Service Ratings - page 3

I'd like to say I LOVE Virgin moble. I don't use my cellphone much abd thier top up plan is great.Everytime I've contacted customer service, I have been completely satisfied. Compared to the nightmares I have heard about other phone services, I'm glad I'm sticking with this company!

I have only recently joined Virgin Mobile with a prepaid phone. When I bought it, the phone came with a sim and all I had to do was activate it, 2 hours on the net on their website and it still hadn't worked! I rung customer service and all the numbers they said to push would take you to the wrong menu, then when I finally get through, someone who couldn't understand MY accent was on the other side. She rudely told me that "our system is down sorry. Your going to have to wait a few days." When I finally get through on the Tuesday of that week and they try and activate it, the girl tells me the sims not a real one with no number on it. I informed her that I bought it and it all came pre-packaged from virgin itself and she told me I'd have to go back to the shop. Sorry no can do, was bought in a shop hours away. When I take it to another centre, I have to PAY for a new sim. Then I try by credit for it online and somehow end up buying ANOTHER new sim, that they will send in the mail with the credit on it! When I ring up to sort it out, they say theres no record of me buying anything and theres nothing they can do. Then I email and they email back and say I havn't written it properly. I email again, they say nothing. I ring and get told "sorry you agreed to purchase it." Yeah cause you said I was buying a $29 CREDIT plan. Then when I finally get credit for my phone, (had the other sim sitting in a box in my room) I can only RECIEVE texts and calls but cant make any.
Now... its a month later and everything has finally got working. I run out of credit so I say to myself, "I know I'll use that other sim!" I ring up to activate it and everyday for the last 3 days Iv been told, "our services are down, but they should be back up in the next 24 hours. Thanx for understanding." They still charge me for these calls. Thats right, you gotta pay to ring customer service, one day I had to wait 17mins to get through, then got told "sorry that service is down but we're working on it." Quite often they don't even have the info you necessary to do stuff or are able to do even the simplest things for you. Virgin plans look great, and they are. BUT THEIR SERVICES SUCK!!!! HARD!!!! And even when everythings not working or down, they charge you for it. Where I'm from, they are quick, polite, capable, have all necessary info, and if ANY service goes down for any time, the company will actually PAY OUT their customers credit. If my phone wasn't locked into Virgin I'd change. But cant. DONT GO NEAR VIRGIN if you want something reliable and capable aye. Cause they're not in my experience.

idk why you guys had such a bad experience with tech support. i just called, and 5 minutes later my new phone was on the way. only done side is i have to wait 2--3 business days, and its friday. so probably next wednesday or thursday. but they were very polite and helpful. i think it helps when you are polite to them.

Had the Optimus V for 1 month and for the most part ther service is good. I recently terminated my service with Verizon and I can honestly say ther service is fairly comprable. I have had to make a few calls to cusotomer service for 3G issues but they usually get resolved. $25 for unlimited data, text and 300 call minutes, AMAZING. Chicago area here, not sure how the service may compare in other areas.

I gotta give Virgin Mobile an A+ for service. My son's Optimus V started acting wacky (voice search popping up and volume dropping on it's own). Their troubleshooter tried to pinpoint the problem by phone but quickly realized that the problem was un-fixable. They overnighted me a replacement phone and a prepaid envelope to return the non working phone. I've never dealt with a cell phone company that would do something like that without putting a hold on a credit card to ensure that I sent the non-functioning phone back. Call it naive on their part or good customer service but I was certainly impressed at how easy they made the experience for me.
Every call I made to them was answered quickly. I never got the whole" your call is important to us please hold. Wait time is 10 minutes".
Yes, the workers are "foreign" to those of us in the U.S. but they are friendly and helpful.

Regarding all of the negative comments on Virgin Mobile's customer service:

I have had nothing but great experiences with them. Sure, the representatives speak with varying accents, but they have always been friendly and helpful.

My first call was placed about ten hours after porting my number from Verizon to VM. They politely asked me to wait until the next morning when things would sort themselves out. Well, at eleven-thirty the next day, my phone was working fine.

Second, I was having trouble sending text messages. I called, waited on the phone for about ten minutes (no big deal - if you're patience is running short, play a game on your phone...) before talking with a representative. The issue was sorted out within minutes, and now I can send and receive text messages.

My experiences with Verizon have been far worse.

I've only been a customer for a few days, but so far VM customer service has been friendly and reliable.

I have been with virgin mobile since 11/16/2010. I did have an issue with my cell phone (Samsung Intercept) not activating properly. The problem did get resolved after 4 business days. The problem was that the rep ordered insurance to my account which i didn't want after he spent nearly 15 minutes trying to persuade me. There customer service does suck since its in some other country. Overall there service reception in los angeles is great and at home I always get service, which I didn't when I was with verizon. I am on the $25 dollar plan and I am completely satisfied. I found out that one way to not run into problems with this company is pay your bill with top-up card or even better go to your local radioshack and get the bill payed there at no extra charge. I am not planning on changing provider as long as virgin mobile keeps there $25 dollar plan the way it is.

I just switched two lines from T-Mobile to Virgin Mobile. One line ported without problem, the other line became stuck in limbo. Each carrier insisted the problem was with the other carrier. Over 48 hours, I talked to about 7 direct service reps and two supervisors at Virgin Mobile. 8 out of 9 of them were knowledgeable and they tried to be helpful. The ninth one was just a script reader and since I was asking for service off-script, he was not helpful. I ultimately told T-Mobile just to cancel the old number. I don't know which carrier was at fault, but I'm happy with the service personnel at Virgin.

I had a great experience with Virgin customer service. Needed help after I activated my new phone. When funding my account for the first time via top-up card, I selected the wrong PayLo plan. I then changed the plan to the one I really wanted, but the balance didn't transfer. Called their regular cs number, answered the various questions to get to a live person. The CS rep was patient and very helpful. He made the switch and the money in my account transfered as I requested. No problems here.

I changed both my wife and mother to the Intercept on Virgin Mobile for 2 months now. I have found customer service both quick and responsive, and patient as well in working through any minor issues we had. I have been in touch with them enough to not fully believe all of the negative comments posted here. 4 out of 5 stars for me.

I've had Virgin for a few days and had some set up problems. Customer service was very good and very patient.

I have no complaints and hope my problems (some caused by me and some by the disfunctional website) are behind me.

I have the broadbeand 2Go wifi 2200 for internet...no cell phone.
I called the 1-888-322-1122 and listened to 'Alex' and followed his direction....I asked for Broadband 2Go and tech support. I was helped by a gentleman whom I asked to speak a little slower...I told him I had added my money to my acct. from a top-up card but it would not then let me purchase my $40 monthly option. He did it for me...with no problems....and wished me a very Happy New Year.....was all done in just a few minutes.....I did try the Dept. # but it is not in service. I hope this helps someone else in getting their acct. up and going again.

I have been with Virgin Mobile for a month now. I ported my phone number over from Verizon wireless. The port took only a few minutes and was free. Not only that, but Virgin Mobile gave me a $30.00 credit to use as I see fit.

I went with the $25.00 per month plan (300 minutes & unlimited text & data). I have only gone over 300 minutes once in my 7 years with Verizon, so this plan is perfect for me. Text & data are extra with Verizon and I was tired of paying $45.00 per month for phone only. Texts from Verizon are 10 cents each! This saves me $20.00 per month, or $240.00 per year not including texts & surfing. That will pay for a new Samsung Intercept when needed!

I have excellent coverage in every area that I have used this phone. No dropped calls like with Verizon.

Customer service was excellent & went above & beyond to make me happy. Very friendly people! I highly recommend them!

Well 'till now they have been great to me when i called them. But the only complaint that i have is that their web site kinda sucks. Every time i want to pay my bill on line the link of PAY NOW disappear and is replaced for the TOP UP button, also after I top up the amount that i need to make the payment, still no traces of the PAY NOW button (even if I refresh the page 20 times or if I wait 20 minutes as they suggested me) and of course I can't make my payment and I have to call, that super sucks!

Virgin mobile customer representative that i spoke to earlier was very patience in assisting me with my request. she was very friendly and nice, she was able to process my request very quick.

the customer representative that i spoke earlier was very patience in assisting me with my concern. she was able to process my request very quickly. She is friendly and nice.thank you.

the gentleman who helped me get back to my
email was very patient and helpful..it was
restored in quick time..thanks

the customer service representative that i was speaking with was very patience and helpful. She was able to process my request quickly, she is very nice and friendly.

I had turned off auto top-ups when I changed phones and plans. They went ahead and topped me up anyway although there was enough money in my account to pay my next month's bill. When I called to have the money refunded, I used the phone number listed on their website and simply pushed 0 a couple of times and a live person came right on the line. I had no problems. She was very polite, spoke excellent English, apologized for the mistake and transferred the money back to my checking account.

Anytime I call there CSR Department, I am guaranteed two things. A rep who barely speaks English and incorrect information on how to resolve my issue. Invariably, I end up calling executive customer service. Their number keeps on changing so good luck finding it. When you do reach someone, it's an actual American, who most of the time knows what they are talking about. However, when it comes to problems with internet service or odd problems with your phone, it will still require days and sometimes weeks of follow up with them. Today, I tried reach the regular CSR Department and got disconnected every time I tried to reach a CSR Rep. Why do I bother with these morons?

I have had VM USA for over 3 years and had very few problems with them. I started out with a basic voice and texting plan and with the exception of losing my remaining texts or minutes when I renewed my plan, or one time being charged a strange unexplained additional fee for a text sent or received (when I still have hundreds of text messages available in my account). No dropped calls etc.

Swapping phones is generally easy as long as you are staying on the same plan. You can do it yourself online within a matter of minutes. Has worked great for me many times.

When I upgraded to a talk/text/data plan for $25 a month, I was loving it. The only problem was activating my phone initially. I switched my plan online but my new phone would never work - I just got an error message. I called them and they didn't know, they said it should work in a few hours. Then after 3-4 hours it worked.

Their voice response system does not have any selection to hear about outages, and I did not receive any service alert (text message) on my phone about this.

Recently, on 11/12/10 in my area no data surfing is available even with full bars. I get the error message "system timeout" or "unable to connect, please check your network settings". Called them and they said their engineers know about the problem and are working on it. This is the first time I've ever experienced an outage with them.

Be aware of two other things:

- There are at least 3 companies operating under the name "Virgin Mobile". in the UK it is owned by Virgin UK, in the USA it has been owned by Sprint for the last 9 months, and in Canada it is a separate company (I believe a subsidiary of Rogers Communications but could be wrong). All operate separately and are not compatible as far as sharing phones or plans.

- If you have Virgin Mobile USA it will not work in any other country even though Sprint (the exact same network VMUSA operates on), works fine in these countries. If you are anywhere across the border in Mexico or Canada, sorry you are 100% out of luck.

CALL THE 1-877602-4907 (Save it!)INSTEAD!!!!
THIS CUSTOMER SERVICE IS IN THE U.S.A.
♦♦♦ DO NOT CALL THE 1-888-322-1122 ♦♦♦

The 877 Is a direct connection to a REAL person! no an automated piece of crap!


I just called and a guy named Byron was a great Professional Live Rep. Is just nice to hear good English on the customer service department

So far the best and smoothest transaction ever.

By the way, Did I mention that I was with Verizon? They Suck! they only care about money? Customer service is good, but not as great as Virgin Mobile's one (The One In The USA of course)

peace out!

When i called the number 877-602-4907 they were the most helpful customer service i have ever dealt with. They were extremely professional and understanding. They solved my problem within the matter of minutes. If you call virgin mobile call that number and ask for Byron. He was very pleasant to deal and very knowledgeable about my problem.

I'm very satisfied with VM...I just called and spoke to a live rep. There was no run around. The time before this one, I had another number, and I was connected to someone who was foreign, and I could barely understand them. All in all, the issue was resolved, within a 20 minute period. But back to this time...My issue was resolved in less than a minute! The rep knew the answers to my questions, and didn't have to put me on hold and ask everyone else an have me on the line for God only knows how long, just to tell me a simple one sentence solution.

I HAD BOOST, BUT THEY HAVE NOTHING ON THIS 25 DOLLAR PLAN...I WAS ONLY USING 100 OR A LITTLE OVER THAT IN MINUTES ANYWAY, AND I THINK VM IS ON THE SAME NETWORK, SO IT'S THE SAME SERVICE BUT FOR HALF THE PRICE! I LOVE VM!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

I had a billing issue where I was charged twice, but it didn't count for two months. I called the 877 number and got connected directly with a representative to my surprise. Her name was Breanna and she was professional and patient even when I didn't know my account pin, she was able to send it to me and take care of me. That was probably the easiest billing issue I ever had to fix, thank you so much :)

Don't call the "Alex" help line that's on VM's website. It has nothing to do with customer service, just automated help with the functions on your phone, not account management services.