Virgin Mobile Customer Service Issues

I lost my cell phone and cannot recall my cell phone number or account number with Virgin Mobile. I have been a loyal customer for over a decade. Unfortunately, I am unable to reach Virgin Mobile by phone. I am seeking assistance to retrieve my cell phone number and account details, as well as guidance on obtaining a new phone or plan. I have accumulated numerous credits, which should cover the cost of a new device or plan. It is vital for me to reconnect, preferably via phone, to avoid unauthorized charges on my account. I can be reached at my home number [redacted]. Feel free to call me by my preferred name, Frank or Francis. I kindly request that steps are taken to prevent any misuse of my account and would appreciate guidance on the next course of action. Thank you. Frank Z. Phone: [redacted] Email: [redacted]

I recently purchased an unlocked iPhone XS and was advised by Apple that my iPhone 5 SIM card should work in the new device. However, I am having trouble contacting Virgin Mobile to activate my new phone with the same number. Their website is not providing clear instructions on the process, and I am unsure if I need a new SIM card. The email response I received after two days suggested getting a new SIM card without clarifying if it should be obtained from them. There was no mention of whether my old iPhone 5 SIM card would work or guidance on transferring my phone number. Any assistance on the proper procedure for activating my new phone while retaining my current plan and number would be appreciated.

I am requesting this message to reach the corporate office of Virgin Mobile. I have been misinformed about the coverage I am currently receiving from Virgin Mobile. Approximately a week ago, I lost all data service, while my phone and texting capabilities remain intact. Since I do not own a computer and use my phone for internet connectivity, this loss of data has negatively impacted my job, resulting in lost opportunities and income. During my numerous calls for assistance, I was informed that tower antenna adjustments were underway to enhance coverage in my vicinity. I have come to realize that this likely means the coverage pattern has been altered to favor a more densely populated area, possibly for financial gain at the expense of my reception. I am seeking transparent communication or else I will be compelled to involve the FCC to investigate the alterations made to the coverage map. Understanding that cell coverage, like broadcast signals, may require FCC approval, I am prepared to escalate my concerns if they are not addressed promptly. Furthermore, I intend to engage with the Attorney General of Oregon and leverage social media platforms to voice my grievances against Virgin Mobile. All I seek is honesty, a response that has been lacking thus far. While I am considering switching providers from Virgin Mobile, I will not do so without making my concerns known. I eagerly await your reply. Thank you, Carol B. Phone: [redacted] PIN: [redacted]

I am dealing with a collection agency claiming I owe a debt for a [redacted] Buick Century under my name, Alfonzo Blackburn; a vehicle I have never owned. The debt is $95. After speaking with Progressive, they confirmed that my name is not associated with any accounts. Transunion removed this negative mark from my credit report, but Equifax and the collection agency have not resolved it yet. The collection agency, Credit Collection Service, provided me with a phone number for inquiries: 1-[redacted]. My contact information is Alfonzo Blackburn at [redacted]. I appreciate any help in resolving this matter.

I recently upgraded my mobile account with Virgin to an iPhone 7 Plus on a new contract. I have set up my new iPhone using the provided SIM card. With the help of Apple Support, I transferred my photos, contacts, and data from iCloud. During the setup period, I continued to use my old iPhone and SIM card. Now, on my new iPhone 7 Plus, I am not receiving calls or texts as it shows "no service," although my old iPhone is working fine with the old SIM card. Please enable my new SIM card. I am currently in Spain until December and need my iPhone to work reliably. As a senior citizen of 69 years, I would appreciate clear instructions in simple language. Thank you for your assistance.

After a breakup, my ex-girlfriend convinced the service provider to turn my phone back on, which I had paid for. Even though it was under her name on the account, I changed the name, number, and removed my cards. I then suspended the phone assuming it would stay off. Now, I've discovered she's still using the phone. I want either my account back or for the phone to be deactivated. The email used was mine, but I removed it when shutting down the phone. Could you please assist with either giving me back the account or deactivating the phone? The number in question is [redacted]; the old number was [redacted], which I changed before suspending it.

Last month, I called Virgin Mobile at +1-[redacted] to sign up for the 6-month free trial of Tidal music service. However, after only one month, I was charged $9.99, even though the plan on my phone clearly showed a 6-month trial. Tidal claims I signed up using a different email address, [redacted], instead of the one I used with Virgin Mobile. I'm confused as I remember signing up through Virgin Mobile with the same email address. I'm hoping to understand why I was charged prematurely and why the free trial period seems to have been cut short. I appreciate any help in resolving this issue promptly. Thank you.

The number I have is [redacted]. This has been a headache for the last two months, and I am beyond unhappy. The first SIM card that came with the phone from Walmart did not work, and the two SIM cards you sent also did not work with the phone. The third one finally works great with the phone, but even with 3 to 4 bars, it still does not function. I am told I need to travel 5 miles to activate my phone, whereas my old phone worked just fine when activated at my house. I find this situation very frustrating, as the last representative did not understand my concerns, leading me to end the call. It's frustrating that despite the promise of a free month, it's not truly free as payment was made for a month that was never used. If and when we get this issue resolved, I believe more than just a month's compensation is owed for the inconvenience.

My daughter's Virgin Mobile cell phone was stolen, and after reporting it, Virgin locked her account. Despite her efforts to get a replacement phone in Victoria, B.C., Canada, she was told she wasn't the authorized user. Dealing with V-M representatives took up valuable time and they continued to charge the account, even when they knew she didn't have a phone. Unfortunately, she had to buy a new phone, and now V-M has added more charges to the account. If V-M doesn't resolve this soon, I will be sharing my story on CBC's Go Public.

I recently bought a Virgin Mobile GOFlip phone for my friend L. G. to use with his Assurance Wireless free service in Washington state. The Alcatel ANS phone he received was too complicated, so I returned it today via USPS with tracking number [redacted][redacted]95 to Virgin Mobile at [redacted] Reeves Road, Ste. [redacted], Plainfield, IN [redacted]. I'm requesting a refund to my credit card for Purchase Order No. [redacted]42 and also reimbursement of $7.75 for the return shipping. I've tried to contact Virgin Mobile about this but haven't reached a real person, which is frustrating. I discovered that the other recommended flip phones are no longer available. It seems finding a compatible phone has been more challenging than expected.

Hello, I am currently abroad and would like to retain my Virgin mobile number for when I return to the UK. I received a notification that my direct debit account was closed in error while I was away. I tried contacting customer service but have been unsuccessful so far. I need to clarify some charges on my bill before making a payment. Can you please provide guidance on how to reach customer care without incurring high international calling charges? I prefer to communicate via landline and can be reached at 00-[redacted]-[redacted]. Thank you for your assistance. - Marion Breeze-Williams

I have been trying to contact the Irish Republic Government Dept. for nearly two months now, but every time I call using my mobile or landline, I receive a recorded message stating that calls to this number are barred from my phone. Even when I try using alternative numbers provided, I encounter the same issue. I am a customer of both Virgin Mobile and Virgin Media for over four years, and I find it frustrating that resolving this issue with their customer service is so challenging. Can someone please assist me urgently?

Hello, my name is Claire Huxley. I am reaching out from my mum's phone as I have been experiencing ongoing issues with Virgin Mobile for months now. Initially, I was sold a missold account which I have contacted the company about multiple times. I was assured the issue would be resolved and received a callback, but I missed it due to work. When I tried to return the call, I was unsuccessful. This has led to my account being blacklisted unfairly. Additionally, I have been charged for two accounts when I only have one. Despite explaining that one SIM card broke my husband's phone, no refund has been processed as promised. I recently spoke with a condescending colleague who refused to listen to me or escalate the matter to a manager. As a result, my phone line is currently disconnected due to a £12 outstanding payment for the second account. This situation is unacceptable, especially since my children's school cannot reach me in case of an emergency. I expect a prompt resolution to this matter as I am considering taking my business elsewhere and seeking legal advice on the owed money and the mishandled account. Your immediate attention to this issue would be greatly appreciated. Thank you.

I switched from SafeLink to Assurance Wireless for a better service experience. However, my Assurance Wireless phone is unable to send messages, showing a "transmission failed" error. The website has not been helpful, and contacting them has not provided a solution. If the issue is related to a cell tower problem, are there other troubleshooting options available? My address is [redacted] E. RIALTO AVE. APT # 16 SAN BERNARDINO CA [redacted] for signal triangulation with the nearest tower. I appreciate Richard and Virgin Mobile for their support and would appreciate any assistance. Thank you.

I am reluctant to revisit my issue with Virgin Mobile. I spent 70 minutes on hold and called back over 8 times in an attempt to address my problem. Although I had a lengthy conversation with AMY, who seemed caring, it has been 24 days and my cell phone still does not work. They mentioned reinstating my cell number, but without a phone, I cannot use it. I was assured a new SAMSUNG Phone which I am yet to receive. Their unfulfilled promises have left me greatly unsettled. This falls far short of acceptable customer service standards.

I noticed that I am charged monthly on the same date, and this month I was charged but then wasn't a day after. My friend received a credit on her bill for Christmas for being a loyal customer. I expected the same treatment from your company this year since I have been with Virgin Mobile longer than my friend, who received her credit a few years back. However, the charge was put back on my account on the 24th after I already spent money, leading to a $37 overdraft fee from my bank. It would have been helpful if your company had sent me an email to inform me of this mistake to avoid the overdraft on my account. Now, I have to cover the $37 overdraft fee, which could have been your payment for next month.

I am inquiring about the status of my refund for returning a Coolpad Illumina phone. I have made multiple calls and waited extensively to speak with a live representative, facing challenges in reaching customer service. I complied with Virgin Mobile's requests over two weeks, providing tracking and order details for the returned phone. USPS tracking confirms delivery to the Return Center in IN. Please process the refund to my account with the following details: Kevin Todd [redacted] Orange Street Ashland, OH [redacted] Phone mailed by: Stephanie T for husband USPS Delivery Notification: Delivered on December 26, [redacted] at 11:55 am in PLAINFIELD, IN [redacted]. Tracking Number: [redacted][redacted]44 Order Information: Order Number: ek-vbpp-[redacted]12 Device: Coolpad 3310A Illumina Total Amount: $42.79 Return Details from Virgin Mobile: Order number: vm-toma-[redacted] RMA order number: [redacted]1 For further assistance, I can be contacted via email at [redacted] Thank you.

Yesterday, I contacted customer service to verify if the phone I received from someone is compatible with my Virgin Mobile service after my phone broke. The representative assured me it would be compatible. However, during the activation process, I noticed the new phone didn't have a SIM card. The representative informed me that I would need to purchase a new SIM card as the one from my old phone wouldn't work. He then canceled the transfer process. Unfortunately, my old phone now has no service while I wait to get a new SIM card. I urgently need my old phone's service reactivated until I can obtain a new SIM card. Please refrain from emailing me as I can't access my Gmail account from other devices. My phone number is [redacted] if further communication is necessary. Thank you for your understanding and prompt attention to this matter as my phone has been without service since yesterday.

Hello, Yesterday, a work crew accidentally cut my Virgin cable. The cable was poorly placed through a hedge, causing it to snap when the hedge was lifted. I reached out to your company yesterday morning and was given a reference number with a promise of a resolution within 6-24 hours. Today, however, I was informed it might take an additional 2 days to fix the issue. This has become urgent as the workmen need the cable fixed to finish laying the drive. My family relies on the internet, especially for business, college work, and remote work. As loyal customers of over 20 years, I am disappointed by the slow response and lack of communication beyond the reference number provided. The situation has left me considering switching to another provider. I find it challenging to navigate your contact system and connect with the right personnel. I hope my message reaches the appropriate department for a speedy resolution. Thank you, Gail G.

My name is Hugh Prine. I have a Virgin Mobile service with phone number [redacted]. Over the past week, whenever I make a call, the Caller ID displays my ex-wife's name, Joanna Prine, whom I divorced 40 years ago, instead of my name, Hugh Prine. I have contacted Virgin Mobile three times to rectify this issue as I am the sole user of this phone. Each time I call, I have to wait 15 minutes to speak with someone, and I struggle to understand them. It is puzzling how her name is appearing on my phone, and I urgently need it removed. Virgin Mobile mentioned it would take 72 hours to resolve this, which is quite frustrating as I have never encountered any problems with them before. Thank you for any assistance.