Virgin Mobile Customer Service Issues

Hello, I recently bought an unlocked iPhone SE to use with Virgin Mobile. I've used unlocked iPhones with Virgin before and did my research to ensure compatibility. The phone can read the SIM card but shows an error message. When I tried to activate it online to switch my number, the website said it's "not compatible." I hope I didn't spend $[redacted] on a phone that won't work. I've tested it with T-Mobile and AT&T, and it works fine. If it's not the phone, I may have to switch providers after being with Virgin for over 6 years. Please advise.

I don't currently have an active Virgin account. I attempted to pay my Freedom account bill at Vancity Maple Ridge. Unfortunately, I mistakenly paid $[redacted].09 to the Virgin Mobile client ID [redacted]UCV286 instead. The payment was made by Gary Redmond for my Freedom number [redacted]. The Vancity teller informed me that the payment has not been returned. I have tried to contact them with no success. I was advised to visit a Virgin store, but most are kiosks that do not handle bills. Can this issue be resolved?

I recently purchased a phone from your company for my son, but unfortunately, we faced issues with the service activation. Despite numerous attempts to contact support, we only received automated messages requesting a 10-digit number that was not provided. I am highly dissatisfied with the lack of live customer support and the inconvenience caused in resolving this matter. I do not plan on engaging with your company in the future and will be sharing this experience with others. Thank you for the time wasted on trying to use your service.

On March 7, [redacted], I received a call on my mobile from a Virgin Media representative offering me a significant package upgrade for £71/month, similar to my current plan. The details were a bit overwhelming, but I was most interested in the mobile aspects. I am dissatisfied with my current ID deal through Carphone Warehouse. The representative mentioned I could switch my phone to Virgin Media with a new SIM card. She also extended the offer to include my wife's EE network mobile. After explaining for about twenty minutes, I couldn't process all the information. Since then, I haven't received any follow-up. I'm unsure if I need to take any action. Waiting passively hasn't yielded any results. Kindly respond to this email. It's important for Virgin Media's sales team to understand that older customers may struggle with excessive information. Best regards, PB

On the 7th of March [redacted], I received a call on my mobile from a lady at Virgin Media regarding my current package. She offered me an upgrade for £71/month, similar to my current rate. She explained the offer in detail, mostly about my mobile, which caught my interest as I'm unhappy with my current deal on the ID network. She mentioned transferring my phone to Virgin with a new SIM card, extending the offer to my wife's EE mobile. Despite her detailed explanation, I couldn't follow all of it or ask questions due to the complexity. Since then, I haven't received any follow-up. I'm unsure if I need to take any action. Waiting passively hasn't led to any progress. It would be appreciated if responses via email consider that older customers might struggle with information overload. Regards, Peter B.

Hello, my name is Masom Ahmed. I recently encountered data issues with my three line rentals and broadband from Virgin. Due to technical problems, I was unable to receive the promised assistance from Maria in mobile care plus. It is frustrating that despite the assurance of a goodwill gesture for such situations, I am now facing difficulties accessing even 1GB of data due to a technical fault from Virgin. I am disappointed by the rude and arrogant customer service I received, especially from a lady who had difficulty communicating in English and explaining the situation. The reference number for my concern is COM[redacted].

I recently bought a new phone from Walmart, and it keeps shutting off unexpectedly. To get it to restart, I have to remove the battery, re-insert it, and then power it back on. This happened over ten times yesterday, causing me to lose an important client. Today, the phone won't stay on for more than 15 minutes at a time. I've tried calling your customer service line, but each time I am put on hold for over 30 minutes without any response. The supposed 8-minute wait time is significantly longer in reality. Please contact me urgently at [redacted].

I own an old Samsung flip phone from Virgin Mobile but can't find a serial or ID number on it, although it does have a camera. In the last two weeks, only one person, a family plan member, can successfully call me on [redacted]. Strangely, everyone else who tries gets a busy signal, including my wife using both her cell phone and landline. I've verified that I haven't blocked any numbers on my phone and none of the callers live near each other, signifying a widespread issue. I've scoured the web for solutions and hit a dead end. Could Virgin Mobile have altered their protocols for older devices like mine? I'd appreciate any insights on potential policy changes at Virgin Mobile. Thank you for your assistance. Marvin L.

We are experiencing issues with our landline, as we can make outgoing calls but cannot receive incoming calls. We have contacted the service provider using my mobile number [redacted]1, but the automated system keeps indicating that the line is in use even when it's not. Despite following instructions to indicate the line is free, we are still unable to receive calls. We are looking to speak to a representative to address this problem. Unfortunately, the repeated attempts to contact them have cost us £5 on the mobile phone, leaving us with no further credit. As senior citizens, we heavily depend on our landline. Please, could someone reach out to us regarding this matter? Thank you. Regards, C. Minaker.

I will be in the Dominican Republic for a week starting later this week. I signed up for the $10 international call add-on on your website, and I want to confirm if this will cover all charges when using my phone there. I plan to mostly call my husband who is traveling with me on his cell phone, possibly call for a taxi, and maybe need to reach someone in New York City. I've been receiving a lot of spam calls lately and want to avoid being charged for them while away. Your reassurance on the coverage for these calling situations and any additional information would be greatly appreciated. Thank you, Rebecca M.

I have been a loyal customer of v.media for more than 4 years and have always made timely payments. I am simply looking to speak to a real person from Virgin. It seems unreasonable to not have this option, especially considering I pay £75 per month. I have been attempting to contact customer service for over 4 weeks without success. The lack of support from such a large company is disappointing. If I do not hear back soon, I will be forced to cancel my subscription and switch to Sky. I received the new V6 box for upstairs about 4 weeks ago, despite not having an Ethernet cable upstairs. I mentioned this during the phone call and it seems that the issue has not been addressed. I have been unable to access the services I am paying for due to this oversight. Please contact me promptly at either [redacted]1 or [redacted]9 before I consider switching providers. Thank you, Mr. Lee W.

I have a number [redacted] and I typically top up my plan every 90 days. I reside in the UK and primarily used this phone during my visits to the US. Due to my current mobility challenges at the age of 78, I am no longer able to travel and therefore have no use for my phone. I have accumulated a credit of approximately $[redacted], and I am inquiring if it's possible to receive a refund considering my circumstances. I have always appreciated your service during my trips to the US, but unfortunately, I will no longer be able to utilize it. Along with the refund request, I would also like to retain my current phone number. Thank you. - M. Hellicar

I am writing on behalf of Mr. H. B., who recently moved from [redacted] Thornaby Road on October 28th to sheltered housing. I discovered a monthly charge of £5.16 from his Yorkshire bank account to Virgin Network, although he has not used their services in quite some time due to memory issues. As his power of attorney, I kindly request for this matter to be rectified promptly, and any overcharged amount to be refunded. Regards, L. R.

I received an unexpected bill from your company that I need help with resolving. A salesperson visited my home three months ago, offering Virgin Media services even though I mentioned we were with Sky. Despite my reservations, the salesperson took my bank details for a credit check. I later received SIM cards in the mail, which I returned and confirmed over the phone that we didn't want them. To my surprise, I received a bill of £36, then a larger bill of £[redacted], which the salesman assured me would be canceled. I've never authorized any services from your company and was shocked to receive a letter from a debt recovery agency. I feel distressed and frustrated by this situation, and I am considering legal action to resolve it. I urge you to address this matter urgently and provide clarification to the debt recovery agency. Please contact me via email promptly.

I am the administrator of my late daughter's estate. I am in urgent need of access to her emails from January [redacted] until her passing in August [redacted]. I have her email address but lack her password. I am unable to contact anyone at Virgin Mobile in Perth, Western Australia. Could you please provide me with an email address for Virgin in Perth to seek assistance with this issue? Thank you, Fred.

I recently applied for an early upgrade on my mobile phone with Virgin. I was initially offered a Samsung A40 with the Galaxy Tab for £17 per month with the option to return my old phone for a discount of £50 on the remaining contract and an upfront payment of £22 to clear it. However, at the last moment, I was informed that there were no more tablets available. The new offer was just the phone for £16 per month. I declined this offer, but I noticed that the £22 charge had been taken from my Mastercard and I received reimbursement for my old phone despite not accepting the deal. I was also promised a callback within 24 hours, which has not happened after 3 days. I am dissatisfied with Virgin's service, feeling frustrated and undervalued as a long-time customer due to missing out on better offers.

I am disabled and rely heavily on my phone for communication. My sister gifted me a Moto 6e Play with a month of service on Virgin Mobile. Despite paying for the second month, I am unable to make or receive calls where I live in [redacted] due to the hilly terrain causing call drops. Calls are frustratingly unreliable, with the phone constantly roaming on other networks, disrupting connectivity. Text messages experience delays of up to 40 minutes. Safety and the inability to connect with friends and family are my concerns. I cannot afford a new phone, but know AT&T has reliable service in my area. I request assistance in unlocking my phone to GSM for AT&T use, as Virgin Mobile does not serve my needs. Thank you, Nina P. [redacted]

I recently purchased a new phone and visited the virginmobile.com website to activate it. After indicating that I wanted to keep my old number, I encountered an issue on the activation page. The link to activate the phone was unresponsive, and upon reloading, I received an error message stating there was a problem with the system. Furthermore, when attempting to contact customer service at [redacted], I was informed that the number was not in service. Revisiting the website did not resolve the problem, as I continued to encounter the same inactive link. Even trying to activate the phone itself proved unsuccessful, with a message indicating that activation through the device was not possible. My account number is [redacted].

Re: Issue with Virgin Mobile Phones Hello, I am experiencing issues with my Virgin Mobile flip phones serviced under phone numbers [redacted] (Franklin Weber) and [redacted] (Dorothy Weber). Service on both phones ceased around the beginning of May. Initially, I was informed that the service would be reinstated the following Friday. Later on, I was told that we needed new phones as the service is no longer supported on flip phones. A Virgin Mobile representative named Victor mentioned that there were funds in our accounts that could be used to cover the service on new phones. The decision was made to order two Motorola E4 Android Smart Phones (Model #XT1766) at $49.99 each, which we received on 5/15/19. We kept our former phone numbers and activated the new phones on 5/17/19. However, despite being told that the monthly cost would be covered by the remaining funds in our accounts, I was charged $20.00 on my credit card. Additionally, I received notifications on the new phone about missing a payment and running out of data. We are confused about the status of our payments and the transfer of credits from our former service to the new phones. We have been loyal customers of Virgin Mobile since the early 1990s and seek clarification on this matter. Thank you. Best regards, Franklin Weber

Hello, this is Jerry Schroll. I have been trying to communicate my concerns about my Virgin Mobile service via email but have not received a satisfactory response. I requested a replacement for my phone, but instead, I keep getting more emails. In an email I sent, I provided the necessary information. When we receive calls on our landline, the numbers start with [redacted] or [redacted], making it hard to contact someone directly. My wife, Christie Urichuk, arranged our service, and I was present during the transaction. I am in need of a new phone as my current one is not functional. They are asking for $[redacted] to replace it with a used refurbished device, which seems unfair as our initial contract for two new phones was only $60. Please contact us directly at [redacted] to resolve this issue. Your prompt assistance in this matter is greatly appreciated. Thank you, Jerry Schroll (senior).