Virgin Mobile Customer Service Issues

This is Jerry Schroll. I was able to contact DENNIS who suggested I go to Walmart for a loaner phone. Despite DENNIS's approval, the Walmart representative refused to call DENNIS for confirmation. I am disappointed as a senior with the lack of assistance from Virgin employees. My wife, Christie Urichuk, initiated the contract at Costco in St. Albert, Alberta. We have faced poor service at Costco multiple times. My wife's cellphone number is on record. Please address this issue promptly as I rely on a cane for mobility, leaving me vulnerable without a working phone for 2 months. If this matter is not resolved satisfactorily, we will consider switching to a provider that offers better customer assistance. Thank you, Jerry Schroll.

I currently have an ANS UL40 through the Assurance Lifeline program. About a month and a half ago, the phone fell from a chair, resulting in a small crack on the screen. Recently, my phone started blinking different screens, freezing during use, and now it continuously restarts when I try to input my password. Assurance informed me that due to the screen crack, I am not eligible for a replacement phone. I have consulted multiple phone stores that suggested the crack may not be the cause of the malfunction. I am inquiring if there is a possibility of receiving a replacement or purchasing a new phone without a credit card. Would a flip-phone be an option? I am looking for the most affordable phone compatible with the Lifeline program. I appreciate any assistance you can provide. Thank you for your prompt reply. -Jennifer K.

I detailed the issue yesterday, but if you haven't seen it, here's a summary: I own an Assurance-issued Android UL-40 phone (phone number: [redacted]). Six weeks ago, the phone fell and the front screen cracked slightly. A week ago, the phone started malfunctioning - jumping screens, freezing, and constantly restarting when reaching the password screen. I can't use any features like calls or texts despite trying to reset the battery. Since Assurance won't replace the phone due to the prior cracked screen, being financially tight makes affording a new phone a challenge. The dilemma of buying a phone or renewing my license is stressful. Can a small screen crack from weeks ago really cause this dysfunction now? The issue seems more complex. I've consulted three stores who agree the crack doesn't likely explain the problems. Can Assurance offer a replacement or suggest troubleshooting tips? Please contact me at [redacted]. Appreciate any assistance. Thank you. - Jenny K.

Dear Sirs, I have been attempting to negotiate a better deal for my recently bereaved sister's mobile phone. Despite her long-standing contract and disability, your company has tried to push a new phone onto her without considering her financial limitations, leaving her unable to make calls, which is crucial due to her disability. I am extremely disappointed with the service provided. This experience has made me hesitant to continue using your services in the future or recommending them to others. My sister attempted to discuss the issue with a representative who decided to send a trial phone, further complicating the situation. I have been engaging in online communication today but have not made any progress despite reiterating our needs continuously. Yours sincerely, Libby Dunnett

I was informed by Virgin that my account is suspended due to overspending by £[redacted]. They mentioned calls made through Albania, which is surprising as I am in Corfu with the "Welcome to Greece" message. It was not made clear that my calls were being routed through Albania. I need this investigated promptly as I am disappointed by Virgin's actions and the misinformation provided. Thank you for addressing this urgently. Best regards, Ruth Phinbow, mobile [redacted]

My phone and computer have been compromised by hackers, and they are controlling my devices. Despite multiple requests, Virgin Mobile has allowed unauthorized individuals to access my account, make changes, and incur charges without my consent. The latest bill I received was $[redacted], and there is also an unauthorized Netflix charge. I have reported this fraudulent activity to various entities, including Virgin Mobile. I request that only I be permitted to make changes to my account, and I ask for all unauthorized changes to be reversed. I will cease using Virgin Mobile after paying off my phone. Thank you. Beverly K.

I am looking to cancel a sim only account. I have tried contacting customer service at [redacted] but to no avail. They are requesting my correct address, which I have provided, but they claim it does not match their records. Additionally, I am unable to log in online as my password is not recognized and when I try to reset it, it says my email address is not recognized. My phone has been blocked, and charges keep being added to the account. Please assist urgently. Account details: Name: Mr. ADAM FRENCH Account number: FA[redacted]6 Mobile number: [redacted]8 Bill date: 18th June [redacted] Please contact me at [redacted] or call [redacted]1. Thank you.

I am urgently seeking assistance. My husband, whose name the Virgin Media account is in, has left, and in a fit of rage, broke the TV box, rendering it unusable. The lack of TV service due to this damage has left me in need of a replacement, but I cannot locate a way to contact a representative directly. Additionally, the WiFi has been disconnected due to unpaid bills. I am at a loss as to how to resolve these issues without the ability to speak with someone from Virgin Media.

After experiencing my phone freezing, upon resetting it, I discovered an unexpected voicemail subscription that would increase my bill. I did not provide any personal information for this service. I am disappointed with the customer service response and the automatic subscription process with Virgin Mobile. Despite being a loyal 3-year customer, I face phone disconnection for minor delays in payment. I am contemplating changing providers unless this issue is addressed. I request a resolution or an incentive to remain with Virgin Mobile due to my loyalty and regular bill payments. It is concerning that charges were incurred without inputting any data. I fear the potential for unauthorized charges using this method. If not resolved promptly or compensated appropriately, I will switch providers.

I am a private investigator working on behalf of a client who is seeking access to her deceased sister's phone records before her passing. The circumstances surrounding her death are suspicious, and having access to her previous communications could provide valuable information. Unfortunately, after her death, an individual potentially involved in her passing obtained her phone and likely tampered with the data. We currently have the phone in our possession, but we are in need of the call and text logs, including time, recipients/senders, and dates of communication. If the deceased woman's sister provides a copy of the death certificate and documentation proving she is the authorized power of attorney, would your customer service team be able to assist us in obtaining these records? If not, we are prepared to seek a subpoena, but time is critical in this matter. Thank you, Matthew Hanna Investigator at R.P.O. Investigations L.L.C. [redacted] E. 5th St. Storage of America Building, Office [redacted], Anderson, IN [redacted] [redacted]

I have made multiple attempts this week to cancel the Virgin Media subscription for my elderly mother, who no longer needs it due to her temporary relocation. I've encountered challenges navigating the automated phone system and have not received helpful assistance from any representatives. The situation has caused significant stress for both my mother and me. I believe she is not under contract and can cancel without penalties, with the last payment due on August 5, [redacted]. I intend to stop any further direct debits to the account via the bank. The account details are [redacted], belonging to Mrs. Manjulaben Patel. My mother has been a loyal customer for years, and I'm disappointed with the service provided. I eagerly await your prompt response. Regards, Rupa (Mrs. Manjulaben Patel's daughter) clarifying that I have account authorization.

I am currently on holiday in Italy and have been experiencing issues with my phone not working since I arrived four days ago. Despite attempts to contact customer service by phone, I have been unsuccessful. I chatted with an agent online who advised me to restart my phone, but this did not fix the problem. As my phone is crucial for staying in touch with my elderly parents back in the UK, I urgently need this matter resolved. I have sent three emails to customer service, but have only received automated responses asking if I am willing to wait, which is quite frustrating and ruining my holiday experience. Thank you for your prompt assistance in this matter. Your attention to this issue is greatly appreciated. Best regards, O. Browne

I applied for a cell phone through Virgin Mobile/Assurance Wireless to be paid for using California Lifeline free cell phone service. My previous phone from Assurance had issues and needed deactivation. I received a new phone and service from Virgin/Assurance. However, they didn't send the necessary paperwork to California Lifeline, resulting in my new service being cut off after 30 days. This is the second time this has occurred, and customer service has been unresponsive. I've tried contacting them multiple ways without success. This situation needs urgent resolution for safety reasons in case of an emergency. Thank you for any assistance.

I had trouble finding a local store that sells Virgin Mobile phones on their website. After calling customer service, I was directed to WalMart and Target, but neither store had the phones. I finally found one low-end model at a Super WalMart. Despite being assured by customer service that both 1-day and 2-day shipping options would arrive on Tuesday, I received an email on Monday stating my phone would arrive on Wednesday. Frustrated by the misinformation, I contacted customer service multiple times and was eventually informed that Virgin Mobile phones are now only sold at Sprint stores. If this was communicated clearly from the beginning, I could have had a phone sooner instead of waiting an additional two days. I hope Virgin Mobile improves the training of their customer service representatives to provide accurate information to customers in the future.

I encountered difficulties emailing you via your website. To the concerned party, My SIM card has been malfunctioning. I have been a Virgin Mobile customer for approximately 4 years. In the last 6 months, I have intermittently received a "No SIM" message on my iPhone 5s, and currently, it is completely unresponsive. Recently, I removed and reinserted the SIM card, which briefly resolved the issue until I left my area with limited cell service. The phone now indicates that the SIM card is not working. I am uncertain why this problem persists. It may be best to send a new SIM card to my address. I would greatly appreciate your assistance. Thank you in advance.

I have an old iPhone 4S that is still locked by Virgin Mobile, and I require assistance in unlocking it. I previously had an account with Virgin Mobile for my son, C.K., under my name, M.K. The phone number associated was [redacted], and the phone was obtained from Target with a Virgin plan around [redacted] or [redacted]. Subsequently, we upgraded to an iPhone 6S and continued our contract with Virgin when we relocated overseas in [redacted]. Although we unlocked the newer device, the old iPhone 4S remains locked, despite meeting all contract obligations. I possess the Serial and IMEI numbers for verification purposes. When I attempt to contact Virgin Mobile, the automated service cannot locate the account with the old number, leading to disconnection. Unfortunately, I am unable to recall the PIN or security passwords for the account but can furnish personal details, addresses, and other relevant information to verify ownership of the device.

I notified Virgin Media of my upcoming move with a 30-day notice. They confirmed an installation date for August 2nd between 8 am and 1 pm. I confirmed it through web chat on July 30th. However, on August 1st, I received a voicemail saying my installation was canceled. After some back and forth, a manager promised installation on August 3rd. To complicate matters, my email and phone number were incorrect in their system, despite me having them for over 15 years. I received an email on August 10th stating my bill would be double the expected amount at £[redacted]. After a lengthy discussion, I was told I had a new account and would be refunded by cheque 35 days later. I insisted on receiving the refund sooner. They also claimed I had agreed to a new contract when I informed them of my move, even though it was just a transfer within the same service area. I was promised a £41 adjustment to my bill but haven't seen it reflected yet when I checked on August 16th. Customer service remains challenging to reach, making resolving these issues a lengthy process. I have lodged complaints with Virgin and Ofcom.

Hello, I'm Terry Wyant. My nephew, Tyler Wyant, passed away on July 25 in Hendersonville, TN. We discovered an old HTC phone, model #OPM9200, with a Virgin Mobile startup screen. We're trying to find recent photos, but we're unable to unlock the device as it requires a pattern. We're unsure if Tyler's account is active. Unfortunately, we don't have the phone number as he was using my brother's phone recently. I can provide any necessary documentation, including a copy of the death certificate. You can contact me at [redacted] or via email at [redacted] Any assistance would be greatly appreciated.

Hello, I am on a sim only monthly plan for £22.08. My mobile numbers are [redacted]1 and [redacted]0. A while back, we received a large bill, so I contacted customer service to add a £10 cap to prevent exceeding charges again. However, I recently noticed another large bill and discovered that the £10 cap was never activated as promised. Despite my explanation and disappointment, the representative offered a £20 discount and agreed to finally apply the cap to the [redacted]0 number. When I requested to speak with a supervisor, the agent refused and insisted I accept the offer or decline it without further discussion. I have been a loyal customer of Virgin Mobile, Home Phone, and TV for a considerable time and would appreciate if this issue could be resolved promptly. Thank you. - Allan & Tracey Taylor

Hello, I am currently subscribed to a SIM-only monthly plan priced at £22.08. My mobile numbers are [redacted]1 and [redacted]0. A few months ago, we encountered a large bill that was promptly settled. During that call, I requested a £10 cap to be placed on the [redacted]0 number to prevent similar occurrences. Subsequently, a new SIM card with the requested cap was sent. Despite this measure, we recently received another unexpectedly high bill. Upon contacting customer service, I was informed that the cap had not been applied as requested. After multiple discussions, I was offered a £20 credit on my bill and the belated application of the £10 cap, which I found unsatisfactory due to the circumstances. I expressed my disappointment at the inadequate resolution and the refusal to escalate the matter to a supervisor. As a loyal customer with Virgin for several services, I kindly urge you to review this situation and seek a prompt and appropriate resolution. Your attention to this matter is greatly appreciated. Thank you. Allan & Tracey Taylor