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Virgin Mobile
Product Rating  
Now owned by NTL, Virgin Mobile is a virtual mobile network operator, using the T-Mobile network to supply its services. Virgin Mobile has won the "Best Customer Service Award" at the Mobile Choice Awards for six years' running. UK coverage is greater than 99% of the population.
Virgin Mobile Consumer Reviews
(411 reviews)
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Displaying reviews 1 - 100 of 411 (displayed in order of date):
Reviewed by Victor Spinei on 04/02/2012
It is not acceptable, the Virgin Media internet for mobile is not working in several London areas, I am more then upset. I want to close the contract with them. Please, advice needed.
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Reviewed by David Wright on 03/02/2012
Poor coverage and reliability issues. I wish I had stayed with Vodafone.
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Reviewed by David on 02/02/2012
I have been a Virgin Mobile customer for almost 2 years now, and the way this company deals with customer complaints is shocking. I have been writing to them because I have an issue with them, and no one has ever responded to my complaint. Sir Richard Branson a tip for you, instead of concentrating on sending people to space spend some money on employing customer ambassadors on how to deal with customer complaints and who can speak English.
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Reviewed by helen on 01/02/2012
In the past 6 months i have changed my contract with virgin. They are offered me a package which was £20.00 but i could have a discount and pay only £12.00. I have never received the discount and have even had the charge added on some months meaning i over pay each month. When you ring up they dont care. I have had every excuse for why they have overcharged. I have never resolved the problem and am continuing to overpay. Virgin have offered to release me from the contract but I have to pay £300.00. Whichever way i go I am severely out of pocket. Dont sign up to virgin you dont get want you agree to and they wont sort it after or help you. It will cost you. Be careful.
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Reviewed by Jen on 29/01/2012
Long ongoing story with Virgin...in brief....Changed my tariff with them, overcharged by £10 last 2 months, and by £20 last month, many promises that 'as a goodwill from virgin we will offer you a mega deal'...overcharged and overcharged! Was on a monthly rollover payment...and they put me on a CONTRACT without me agreeing to it then when i tried to cancel said i would have to pay admin fee, which i refused as i didn't agree to contract. So he finally agreed to cancel the 'contract' and refund me the overcharges...which i haven't yet received! Now, looking at my account....it looks as though i will be getting another monthly payment taken out this month....even though i have cancelled! Virgin staff are messed up, no-one speaks english and communication does not work with them. Used to be brilliant company when they had english call staff....really really awful now, and stressing me out as i am now out of work and this is messing up my money. AVOID VIRGIN AT ALL COSTS!! They offer you an 'amazing deal' but they will mess you up badly!!
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Reviewed by jeff c on 26/01/2012
Vm can't seem to resovle faulty bb torch, had 4 recon phones now, don't want another. Completely useless customer services dept, just don't seem to be able to get any satisfaction from advisors or there supervisors, keep you waiting on the phone for upto an hour while you get pushed from one dept to another and then say they will call you back later but never do. Am cancelling contract, take me to court if you want virgin. Worst most frustating company ever! Do yourself a favour find a different company no one is as bad as this.
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Reviewed by Iain Anders on 25/01/2012
I have no problem with Virgin. Been with them for years. Always get a great handset at an even better price. Signal is always good, customer service have always been very helpful indeed. I cannot understand people who moan about breaking or losing there handset and virgin not replacing it. Its not virgin's fault that you never bought insurance!!!! They DO have UK based call centre's. Iv had the pleasure of talking to them a few times.
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Reviewed by Richard Priestley on 15/01/2012
I have been a Virgin Mobile customer for about 3 years now, unfortuneatly i lost job and couldn't afford to pay the bill. So after 3 months they cut me off and sent me a bill for the rest of the contract length etc, £699.00 (which was fair enough) I got myself into a debt management plan and I am now paying them through that. My problem occured when I wanted to get the phone unlocked to any network. On the 27th Sept I paid £15.32 which they graciously took from my bank account and sent me an unlock code. However, the code wouldn't work and it locked the phone completely. Virgin agreed they would send me out a new phone free of charge and that when I recieve the phone to give them another call back to request a new unlock code for the new IMEI number. I gave them a call back in mid-october when the new phone arrived. From then, until the 7th December I recieved no unlock code & they persisted on sending the same unlock code for the old phone and IMEI number... after 2 and half months of frustration I finally got word that it would take 30 days for the code to arrive (30 days ended on the 7th January). I phoned on the 10th of Jan and the lady told me she would call me back within 48 hours with my unlock code because I had waited so long and that the post would take 7 working days to deliver it. On the 13th January (24 hours over her 48 hour call back time) I still hadn't recieved word, so I called back and the person I spoke to told me he could only get into the notes and not the rest of the account as she had locked it as her "personal mission" and has now taken a weeks holiday. Very Unhappy!!! Virgin Mobile is a shambles and needs to be completely dismantled! I have no problems with Virgin Media side of things as they were brilliant while I was a customer. I have written many complaints to the "complaints department" who say they aim to get back to you within 5 working days.... I've sent over 10 e-mails in 3 months and have not recieved one correspondence from them. Stay away from Virgin Mobile! Apologies for the long review... I'm at my wits end with VM. Richard.
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Reviewed by John Black on 14/01/2012
I've had virgin mobile for years now and all was fine until Christmas when I had phone problems and found out they don't even have a call centre in the UK anymore, they allocated my account to someone else, had to de-register and re-register me, I had to make a series of painful calls to their help centre who have a limited grasp of English and some were downright unhelpful, I hardly use my phone but the one time I needed it this morning when my car broke down in the middle of nowhere I tried to call out and it said I had no credit for calls or texts. Two more calls to virgin discovered that they had set me up on the wrong service when I was re-registed, and I just called back to get this sorted and they just cut me off. Don't buy virgin if you want acceptable customer service, the phone is ok but the call centre is unbelievably poor!
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Reviewed by Mike G on 12/01/2012
On the contrary to other peoples posts concerning VM, I have in fact received a tremendous service for the 5-6 years I've been with them. Each year I receive a loyalty call giving me a discount, the option to upgrade 6 months in advance and a general check-up of my services and wellbeing with them. I believe VM to be the only mobile phone provider to do such a gesture on pro-active basis! They have top quality handsets like the Nokia C2-02, Samsung Ginio or the Blackberry 9300, all at unbeatable prices on the large variety of available tariff's! It's fair to say... I have been Virginised :0)
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Reviewed by Joe Curry on 06/01/2012
Abysmal is a strong word but it sums-up Virgin Media's customer service completely. I blame the chaos on the outsourcing to non-UK speaking representatives. Get customer services back to the UK and let's see some decent ratings here.
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Reviewed by Chris H on 04/01/2012
I have to say that VM are by far, really really by far the worst customer service department I have ever had to deal with. Ever. I could list an enormous catalogue of errors on their part but to be honest the most frustrating thing with VM customer services is being cut off - it's not an isolated incident either, and I truly believe it is done deliberately. I would avoid VM like the plague.
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Reviewed by Steve Ashton on 04/01/2012
Customer service is awful, Blackberry stopped working after 6 months, I returned it to Virgin they tried to charge me £65 for a repair that they claim is not covered by the warranty. I was promised the 2 engineers reports, neither has materialised. I have cancelled my Virgin Media account which was £1200 a year for TV,Broadband and Home Phone. I would not recommend them to anyone.
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Reviewed by Gerardo Garcia on 02/01/2012
Wow I've read about 20 reviews down so far, and not a single 5 star one. Here in the U.S. Virgin Mobile is growing to be one of the top phone companies in the country. I myself have an android phone and it even has unlimited wifi tethering(hotspot) so that I can use it on the go. Their phones are alright, not much of a variety, but overall the service itself is incredible. I wish we had the phones they have available for you guys in the UK though. :/ Probably the best part of all is that the service is so cheap starting at $35 a month for everything but minutes unlimited, 300 minutes and contract free on a cdma network (no sim cards). When it comes to customer service they are very polite (even though they don't speak good English half of the time) and have replaced my phone twice, no questions asked. Sorry to hear that they are an epic fail in the UK.
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Reviewed by robin on 01/01/2012
'Poor' is too good a rating for VM. They changed my tarrif to 40p/min for UK landline calls without notification. Customer service is non existant at best, obstructive and unable to keep promises. Just read on: I have shared the other reviewers' pain.
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Reviewed by Freddy Ramirez on 01/01/2012
They cant charge you more its a no contract so when it is that that means. They cant since your paying monthly for the service I would advise you to go for a more cheap like net 10. Or something but its your choice I still love virgin mobile but I am having trouble with the network hopefully they get that fixed I think they will get better if sprint owns them then they will.
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Reviewed by Mike on 01/01/2012
i got a phone with virgin mobile for christmas and it is on contract. It was supposed to start today but it has not started yet because i have been suspended even though i have not used the phone. Any ideas?
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Reviewed by Stuart Yates on 30/12/2011
Quite simply the worst mobile telephone service provider and customer services out there. I need say no more..
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Reviewed by Tammy Brant on 27/12/2011
I have been struggling to get my phone fixed for 6 weeks now. The customer service has been terrible, I keep getting cut off when I call, then no-one responds to my emails. When I did manage to speak to someone (English!) they told me that they would ring me back the following day at 1:45pm, this was 3 weeks ago! My phone has been sent away twice, and been returned in the same faulty state. They claim it should be fixed as it has been seen by a senior technician, but I can assure them it isn't. I was told that if it could not be fixed a second time I would receive a replacement, what a lie! I am paying a lot of money a month for something I cannot use. I have threatened to cancel my DD, but still not heard anything! I am worried about doing this incase I get clobbered with a big bill...any advice?
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Reviewed by john ferns on 19/12/2011
i am writing this review about virgin mobile not virgin media since taking my contract out with them i have had nothing but problems from billing - technical now trying to speak to people on the phone who can hardly speak english is a joke, am not being racist but everytime i call them they cannot understand me and when they try to explain problems to me you can tell they are just reading off a script. If anyone is looking for a virgin mobile contract do yourself a favour and steer clear
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Reviewed by jean keenan on 13/12/2011
my sons blackberry torch was suppposed to be delivered today between 7am and 7pm if dont have for tomorrow we will cancel and go with someone else and i will cancel all my services even though i have been a 20 year customer i have been on to talk talk and could get just as good a deal for my tv and brodband and i can go in to the town and get a mobile phone he wants cheaper so that i know i will be here for christmas i hope that the blackberry torch arrives tommorow because i wasted the full day sitting in waiting on the phone.
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Reviewed by steve on 13/12/2011
Abysmal service. Replacement SIM that does not work. Lied to by their appalling South African so-called "Customer Service". Still waiting for a code to unlock a phone , even though they took the money out of my account 5 weeks ago. Promised a refund that has not materialised. The worst customer service on the planet. AVOID at all cost.They dont give a toss.
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Reviewed by Amanda on 07/12/2011
Virgin Mobile and Virgin Media are the worst companies I have ever had the misfortune to deal with. Would advise anyone to stay well clear of them!
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Reviewed by mike on 01/12/2011
im also into my second contract with virgin. so far, they have been ok to deal with, with any issues i have. my BIGGEST gripe with virgin, is their charges for internet useage! i used my gps and managed to total up a bill of £150!...i used my gps again in what i believed my phone to be in "offline" mode, and already managed to rack up £80!...
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Reviewed by Stuart Blackburn on 29/11/2011
I'm having exactly the same problem with this 50p( 3 times on my last bill £1.50) charge per month appearing on my bill for internet charge even though I have 1GB of use and I never go over, I hardly use it. contacted VM they said it had was a problem with my phone HTC Wildfire, but no explanation on how to remedy the situation. Very poor service!!
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Reviewed by Ian on 29/11/2011
Virgin Mobile is a disgrace. When my last contract expired I was going to move to a different provider. Unfortunately, I fell for the lies of a customer service advisor who offered me a contract of £20.00 per month with an £8.00 discount for being a Virgin Media customer also. I have NEVER been charged £12.00 and despite calls, emails and letters they still will not do anything about it. When I first contacted them I was told "you accepted the phone". So basically they lie to you and mis-sell you a contract and there is nothing you can do. I have just received my latest bill which is yet again over £22.00. The annoying thing is that they have admitted they are in the wrong and it was a "computer error". They gave me a £48.00 credit to cover six months while they got the problem sorted but now completely ignore me. I can't wait for my contract to expire so that I can join a proper mobile phone provider.
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Reviewed by Bobsyourmonkhouse on 28/11/2011
The worst company ive had the misfortune to ever deal with. Couldn't agree more with tony roamers review. Very poor customer service.nMassive unexplained bill price hikes. Customer service cutting me off before giving explanations for it. Patronising staff. When i sent them a complaint email, they posted me a terms and conditions letter thru the post. Smug, condescending bunch of drek. I so wish i could afford to pay off te remainder of my contract
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Reviewed by john on 28/11/2011
customer service is awfull
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Reviewed by Stewart Boyd on 28/11/2011
Extremely difficult company to deal with. A 50 per month extra 'internet charge' keeps appearing on my bill, even though I'm on an all inclusive data package. Virgin say it's a technical problem at their end concerning the time the monthly minutes and data allowances are refreshed. This has happened 6 times out of 10 months and they still haven't fixed it, although they have credited the 50p each time I rang them up. If you have ever tried calling Virgin Mobile, you'll know there are long delays before you can talk to someone. My advise is stay away from them unless you're a masochist.
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Reviewed by Dean H on 27/11/2011
I'D GIVE THEM 0 STARS IF I COULD...So I share the views of the majority on here ...Obviously the people giving Virgin 5 stars are working for the company ...Overcharged by £20+ for calls I didn't make a couple of months ago & after waiting for nearly an hour on the phone I got absolutely no joy from their customer services due to the fact that the person couldn't understand English !....Swapped to Tesco mobile now but having serious problems getting my PAC code off Virgin so I can keep my number ...By law they have to give it to you but waiting hours on the phone to talk to someone who barely has the understanding of English isn't fun & I'm charged 10p every time I ring them ....I wouldn't recommend Virgin to anyone ...A PATHETICALLY RUN COMPANY THAT I CAN SEE ME TAKING TO COURT IF THINGS ARE RESOLVED !!!
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Reviewed by Brian on 26/11/2011
Life is to short to spend time trying to explain my dissatisfaction in dealing with this company, NTL that is! Perhaps, as Branson has a big stake in NTL he should take a look at it. It's giving virgin a bad name that's for sure! Do youself a favour and get a phone contract with another provider.
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Reviewed by John Thomas on 26/11/2011
Worst service I've ever dealt with and on top of that, the sound quality on the call to India is barely understandable. Like it when you stand under a bridge and try to make a call? Then you'll LOVE dealing with Virgin Mobile.
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Reviewed by Steve Dudley on 25/11/2011
Frankly, I'm completely disappointed with Virgin Mobile. With the exception of one CC staff member (Kelly) the rest of the staff are rude, unhelpful and patronising. I've had over a weeks worth of being messed around trying to get my BlackBerry fixed; for three days their systems or services have apparently been down which has meant they apparently couldn't help to get my phone fixed. One day tech services was closed (early) and then suddenly wasn't - they were just overwhelmed with calls and tonight I get Mr rude - who after being rude asks if he can call me back tomorrow because thier 'systems' are down again. Not likely Virgin Mobile... Contract void - Direct Debit cancelled - new phone (from a reputable provider) on its way.. Good luck with your poor service provision!
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Reviewed by Michael Manders on 23/11/2011
THE WORST PROVIDER EVER!!!!!! IF U WANT TO SAVE MONEY NEVER NEVER NEVER GO WITH VIRGIN< U WILL NEVER BE ABLE TO GET RID OF THEM AS WELL< AS ONCE U MOVE YOUR HOUSE U AUTOMATICALLY "SIGN" A CONTRACT WITH THEM FOR THE NEXT 12 MONTHS!!! HAPPY DAYS!!!! SENT OUR PHONE FOR REPAIR, IT TOOK THEM 2 MONTHS TO REPAIR AND WHEN WE FINALLY GOT IT BACK IT HAD NO CHARGER, NO BATTERY, NO BOX, CALLED THEM AGAIN...GUESS WHAT? THEY SENT ME A BATTERY ONLY...4 MONTHS LATER AND STILL NO CHARGER...NOW THAT PHONE IS STOLEN, IT TAKES THEM 5 WORKING DAYS TO SEND THE REPLACEMENT SIM CARD AND CANT BLOCK IT AS THE BOX WITH IME NUMBER SENT TO THEM NEVER CAME BACK TO US!!!!! i WOULD RATE THEM 0 IF I COULD
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Reviewed by Debra on 23/11/2011
I would like to begin by stating that customer services seem to be quite good and want to help... but support and technical are very unhelpful and use all the usual tricks to try not to provide service. Sales seem even more on another planet. Having tried to get my BB fixed but couldn't - I offered to upgrade to a new phone - they asked me to pay over £100 for my old broken BB curve.. Get real Virgin Mobile... Canceled the DD - see you in court!
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Reviewed by Chris Hoyle on 22/11/2011
What a disappoitment. I had obtained a PAC as was about to leave Virgin Mobile when they made me an interesting offer for a new contract. Rather stupidly I accepted! The new ‘phone, promised for the next day, had still not arrived after 4 days so I ‘phoned them. The Virgin person discovered that the mobile had never been sent out. She couldn’t speak to the department responsible – there was a computer failure – butpromised several times during the call to ring me back after 4.00pm. Did she call back? Of course not! Guess what – I am STILL waiting for the ‘phone! If you are thinking of leaving, don’t hesitate and do not be persuaded to stay with an ‘offer you can’t refuse’ – it just will not happen.
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Reviewed by Tony Roamer on 21/11/2011
When actually owned by Virgin, they were good. Now, they are utterly appalling. Rock bottom customer service standards, absolute nightmare to deal with. Rude, and apparently happy to be dishonest in fobbing you off with any old rubbish excuses for overcharging etc - which they do each and every month, right along to telling downright lies to get rid of you. Cutting your off when things get tricky for them a favourite trick. Coverage is pretty terrible too. Avoid at all costs - even amoungst the race to the bottom of standards that is this indrustry, they are utterly terrible.
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Reviewed by Ami on 17/11/2011
Absolutely Rubbish Needed a phone for overseas calling using lyca sim. Called Virgin for a basic phone set which was on discount at £25. I was promised that the delivery will be next day and the phone is not locked to virgin. No mention of any delivery charges. Phone arrived three days late and to my surprise 7.99 delivery charge. Called them but they refused to waive the charge although there was no mention of the cost while speaking to the customer service rep. which i think is absolutely illegal. I am waiting for the card payment to be taken off after which i will dispute it through my card company. Its not finished yet, the phone was actually locked to virgin which means that it needs another £5 to unlock. I didnt have time to unlock it so it stayed in my drawer for two weeks i.e. expiry of their rubbish quarantee. Now when i have fully charged it found out that it reboot itself every two minutes. It is lying in my drawer now and i am waiting for the card payment to be taken off to get my anger across to this rubbish company.
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Reviewed by janet chessum on 11/11/2011
wish id read this before we ordered a phone last saturday! we are still waiting for it even though they took the money straight out of our account with £7.99 delivery. I have spoken to customer services every day this week and have been promised the phone is on the van twice now, they tell me it got missed would be with me by 9pm last night. Guess what im still waiting will cancel and go with someone else dont want to be lied to and I hope they have recorded the phone calls to prove it.
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Reviewed by C Chan on 09/11/2011
Worst service ever. I've only started a new contract a few weeks ago, and they have as of now not yet given me my phone allowances. So I've been using the phone, unaware of this until I checked the bill online. The money I have spent which should have been part of my allowances is non-refundable and the customer service which albeit charged, is useless. The problem is still not resolved.
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Reviewed by C Coppage on 05/11/2011
Absolute rubbish. Keeps overcharging on my mobile phone direct debit. Never applies the credit each month. Have to keep telling them and when said i was going to cancel phone contract and they said I cant as I had not complained and told them enough times that they were getting it wrong. And that they had lots of customers and could not be expected to know if they were overcharging.
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Reviewed by lucy on 26/10/2011
i want to give 0. this has been the response from customer service 'we are very sorry, we did not send the request to the warehouse and we are not sure if we will ever be able to send the request, can you just buy a replacememnt battery yourself?' after being on hold for an hour, 'sorry there is no one here now,can you call back tomorrow' after sending phone off for repair 'sorry we have sent your phone back to you and it is still not working, send it us back and we will have another go' DO NOT GO WITH VIRGIN MOBLE this began three months ago and the phone still does not work!!!
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Reviewed by Richard on 25/10/2011
Worst mobile phone service provider on record. Problems started in March when I requested an upgrade and have not stopped since. I'm not going to write War and Peace here; all I'm saying is I wrote to them on August 31st requesting my contract be cancelled with no further payments on the grounds of poor service. Nothing heard nearly two months later, so I've sent another letter. I had to write because the web site seems to be permanently down. Oops, so many things wrong. 1 out of 5 is too generous, needs to be 0! Best Customer Awards! You're having a giraffe! Christ knows what worst customer service would be then!! I'll have to keep popping the blood pressure pills until I escape their corrupt grasp for good!
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Reviewed by Steve Morris on 25/10/2011
10p to call customer service to tell them they have made a mistake! Terrible.
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Reviewed by hatevirgin on 21/10/2011
i could write a novel too. You could call them 10 times a day, getting 10 different people on each day for two weeks and not one of them will tell you the same story.
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Reviewed by IMUSTBEAMUG on 17/10/2011
Been Virgin customer for years. Briefly , i thought a simple text/call service could be cheaper. Contract ran out months ago. I was promised this and that tariff .... bla bla , my wife and I are paying more now - sales staff / accounts staff / IT staff are miles apart in their understanding or implementing promises. Joined up thinking ?? they have never heard of the phrase. Does anybody ever get thru to that lot on the phone?? i could write a novel . I have been so patient . Need a thesaurus to find other ways of describing the most singularly tardy , impossibly user unfriendly organisation in the universe. I have written to cancel - dont know what they did with the letter/ never re'cd a response. Warning - steer well clear.!
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Reviewed by Adrian Brooks on 15/10/2011
This is quite possibly the worst customer "service" i have ever experienced. After 1 year into my 2 year contract, they stated charging me for calls that should have been part of my free minutes. When i called they said sorry, we'll give you your money back and it wont happen again. Refund never came when it should, and i called again. They then said it will appear as a credit on my next bill. It didnt, and they had charged me for the calls again. They now had £370 of my money. No, thats not a typo, they took nearly 400 out of my account. 4 Months after i the first call, i got my money back, but on the same bill as my refund, i was charged for the calls again! Every time you call the "help" line, you speak to a different person, who would appear to not have your notes, or doesnt understand/agree with them. They NEVER call you back. I was once on hold for 1 hr, and when they took me off hold, they told me that everyone had now gone home, and that I should call back t omorrow!! The phone and network was always fine, but as soon as you need to call the "help" line, you might as well call the speaking clock. Never, ever, ever, even join virgin mobile. Even if they have the best phones, or the cheapest calls, or best coverage, because at sometime, in some way you will regret it.
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Reviewed by George R on 10/10/2011
Difficult to deal with, poor reception etc etc. Avoid like the plague. One star because you can't give 0
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Reviewed by hex on 10/10/2011
virgin have screwed me over several times in regards to overcharging me for my monthly contract and now, phoning to change my contract, i have been put on hold for a very long time and am being charged for this too!!! am sat here with the phone on the desk in front of me waiting for the tinny music to stop so i can talk to a human being but hasn't happened yet. they offer cheap deals but get their money back in every other way possible. i thought i was getting a great contract with lots of calls and unlimited texts when i signed up a couple of years ago, have worked out that i have actually paid about double over time due to their sneaky extra charges and for the amount i'd paid i could have got mobile web too. for example, i went over my contract by a few minutes. £40 charge. i was charged randomly, twice, for using the internet on my phone. my phone is very old and doesn't even have the ability to roam the web so i don't know what that was about. don't sign up to virgin if you want to save money, that's all i can say. ooh. they picked up the phone! i got an english customer advisor too. he was fairly helpful but then he said he'd transfer me to someone else and i have bee put on hold again. happy days! hllo tinny music, how missed you for the last three minutes.
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Reviewed by tina hughes on 03/10/2011
mobile phone . I currently have a blackberry mobile with virgin, at the minute i am waiting to speak to an adviser after discovering i couldnt use my phone abroad last week at all . 6 days ago i spoke to another adviser regarding this problem, totally unhelpfull, in fact, i said hello twice during the call as i figured i might have been cut off ! They havent a clue what to say to you and it really shows. I was told i needed to speak to the tech dept and to call back another day as they were now closed. I sent email, i was promised a reply within 5 days, i am still waiting. I have now been on hold for 40 minutes. The service is a total disgrace, as soon as my contract ends, i will never have another mobile contract with virgin. The call centre staff have no idea of customer care .
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Reviewed by Andrew Carr on 30/09/2011
I have to sit listening to their inane and out of date recordings while paying long distance rates. It is all in a good cause though I AM CANCELLING MY CONTRACT and will never do business with any virgin company again.
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Reviewed by Steve Morris on 27/09/2011
They charge 10p a call, even to sort out their own mistakes? I also had to call 3 times for one billing problem.
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Reviewed by Philip S on 26/09/2011
Customer service has gone through teh floor recently. Unlimited data package but suddenly got charged 50p a day for going online. THe first phone call promised a call back which never came. The second to a call centre in South Africa and teh guy told me a load of lies. The third may have resolved teh problem. Glad my contract is nearly up
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Reviewed by Richard on 23/09/2011
I thought my monthly pay should be less,,as i talked to a lady at the virgin media shop said i could save some money. I phoned there custom services,,,and they said i could get 3 pounds of my bill. but i could of done this years ago,,,so to me i have been paying too much for a long time. The indian chap said that my line speed will be increased to 20speed on broad band,,,thats when the problems come up. So next month i wanted a bill instead of 21.75 to around 19.75,,,i get a bill for 63.30,,,they had charged me for up grading to 20 speed which i did not ask for and to pay a month in a head. what happened to the months in a head when i started the last contact,,,on the phone they did not tell me there would be a charge for 20 speed,,,or a would not of done it,,,this is just poor service,,, i just wanted my bill to be less and i get charge for a service i did not know about,,paying a month a head. i spent 1 half hours on the phone,,,they are not going to charge me for the up grade,,so the bill will be 39 pounds,,there more but it hard to explain and i have spent enough time with this,,,i am going to look else where to find a better deal,,,even the guy on custom services was confused,,why this took 1 half hours i do not know. my bill better not come through as 63.30
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Reviewed by Dave G on 23/09/2011
I am sitting here waiting to get through to the call centre....still no answer. This is my daughter's phone, paid for by me, and is the only deal I have with Virgin. I have contracts with Tesco and Vodafone who have far superior customer service....they answer the phone!!!! We don't get a signal at home but she does at University which is fortunate...goodbye Virgin!
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Reviewed by bob on 20/09/2011
I have been happy with virgin mobile until recently, they seem to prey on people with little understanding of the tariffs and phone after recomending to my father who is in his seventies they offered him a very poor deal, when I rang them there attitude was totally arrogant and condesending. This has shown me just how bad this company has become very poor customer services and if you have a technical problem be prepared to wait over an hour to get through. This was a great company however like everying these days the public suffer to boost there profits steer well clear. I will be leaving these when my contract finishes.
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Reviewed by PAULA on 17/09/2011
DO NOT USE.... HAVE NOW BEEN ON HOLD FOR 58 MINS TO CUSTOMER SERVICE.REALLY POOR SERVICE NEVER HAD SUCH A BAD SERVICE,CUSTOMER SERVICE AGENTS ARE SO UNHELPFUL AND QUITE FRANKLY WASTE OF TIME... I AM NOW ON MY 3RD RECONDITIONED PHONE AS NEVER EVEN HAD THE CHANCE TO USE THE OTHER 2 AS THEY DID NOT WORK FROM THE START AND NOW ON HOLD AGAIN. WHAT A JOKE .... IF I WAS,NT SO ANGREY IT WOULD BE LAUGHABLE...
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Reviewed by ICP on 13/09/2011
I called VM for a code to move my number to a new provider, they bent over backwards to give me what can only be described an unbelievable deal - 800 mins, unlimited texts and 1GB per month - should cost £20.53 but we will do it for you today for just £9.43. Even sent a txt msg to confirm which I showed a friend. Needless to say, they keep taking £20.53 a month out and emails to complain so far have been ignored. I notice I keep ending up in a queue when I call 789. This is fraudulent I think.
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Reviewed by steve on 13/09/2011
brilliant!!!! i love u virgin!!!
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Reviewed by Thomas Hislop on 13/09/2011
Hello, I was sitting minding my own business, and my landline started ringing, I said hello, and this woman's voice said hello, can I speak to thomas please, I said speaking, she said as you are a valued customer, we have a special deal, and after listening to the deal,I did have to agree, that it was a deal, that I could not turn down,I got my new top of the range mobile a bbc 8520, but no signal, I have been informed, that this is due to change as another network is being introduced, but no one seems to know when this is happening, customer services should be updated, as customers are important.
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Reviewed by dexter on 07/09/2011
utterly appalling, staff that lie to you saying they will call you back and don't. have been with virgin for over 10 years and will not be renewing when my contract. Their loss not mine.
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Reviewed by t j neate on 07/09/2011
i have a blackberry phone from virgin mobile the signal is nonexsistent most of the time i rang them to complain which took 27 minutes of waiting and was told its because its my location and the phone that THEY gave me is only 2G THEY DID NOT MENTION ANY OF THIS WHEN I TOOK THE CONTRACT OUT they said i could get a 3G phone from them for 200 pounds and that was the extent of their help i am continuing with my complaint in writing,its quicker than calling them if and when i get a signal.
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Reviewed by Derek on 06/09/2011
Very surprised by poor reviews. I have been a customer for many years and never had a problem. I would recommend them, particularly if you have 'bundle' type deal of TV and mobile etc. Got a blackberry 9300 free for £12.99 per month with 3000 mins virgin to virgin, 150 mins talk, 250 texts and best of all free email and messenger. Couldn't get close to that deal anywhere else I tried. Customer service via call centres is bad/ frustrating whoever you are with but pop in to the stores and they have always been helpful, as long as you get to talk to the 'knowledgeable one' not one of the newer recruits (same everywhere except Apple stores, but how much do Apple phones cost....and still no flash!)
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Reviewed by Jackie on 29/08/2011
Yes appalling - thank goodness my contract runs out 6th September - am cancelling it and will never use Virgin mobile again - after over a month of hanging on the phone to the call centres all on an 0845 number - costing me - as how can you ring off your mobile phone when it doesn't work? - but I still have to keep paying my monthly bill - does Mr. Branson pay for nothing - I am sure he doesn't! - I have enough new sim cards to paper a room - BUT NONE WORK and the attituded is and I quote "you can go to another provider and get the same problem" - how do they know that when they cannot even fix their own mobile service! No Virgin your attitude to contract customers is dreadful!
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Reviewed by Bella on 27/08/2011
I have a Blackberry on contract with Virgin for the past 2 days I have had no reception, it is constantly on SOS or searching for network and it is absolutely poor.
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Reviewed by Euge on 23/08/2011
POOR
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Reviewed by Mark on 18/08/2011
One word - APPALLING! My advice steer well clear of Virgin Mobile; their customer service is the worst that I have ever come across and they constantly lie ("I will call you back immediately" "I will put you through to our technical team" - THEY DON'T!). I stupidly have their Media service as well, which is fine when it all works but when any of the 3 services (Broadband, TV and Home Telephone) breaks down their Media customer service is as dreadful as their Mobile customer service. After just spending the last two weeks trying to sort out problems with my Virgin mobile service (still not resolved)... I have just been cut off again after being on hold for over half... I am now determined to end my mobile contract with them.
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Reviewed by Phil uk on 18/08/2011
been with virgin for three years and never a days trouble.customer service is amazing. phone stopped working one day, new phone was here within 24hr's, maybe i got lucky.
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Reviewed by Paul on 13/08/2011
Shame there's no zero star rating! Been with virgin over a year and the top up by text service has never worked! Lately top up by phone with registered card auto voice tells me incorrect card details or some other problem, put thru to rep and find two lots o money taken from account anyhow! Now being told 'we updating our system give it ten minutes', try a year! Too many glitches and poor technology! Don't bother them with your custom
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Reviewed by Joy on 04/08/2011
It's sad that I am adding to this long list of poor reviews: customer service is appalling, the consultant I spoke to thought that he could appease bad service by using my name a few times before his unreasonable explanations! He didn't even know that there is a regulated independent ombudsmens service to take complaints if virgin don't give expected satisfaction! ALWAYS make a note of calls made with Virgin mobile; I have been charged for calls I haven't made and they certainly don't tarry with shown dialled calls on my phone. The consultant's explanation to this was, "it could be that not all dialled calls are shown on your phone, but there are no mistakes with us." Unfortunately I'm tied into a contract, but will be making a formal complaint to Virgin mobile and taking it further if I hear nothing (judging from others responses on here, I don't expect I'll get much satisfaction!)
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Reviewed by Andrew on 01/08/2011
No signal in the middle of a city. What is that all about?? Spent a year with Virgin and had to walk into exact signal hotspots in the middle of roads etc. Plus customer service can be very difficult but at least I could call them, just not anyone I actually wanted to talk to.
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Reviewed by NoLongerAVirgin on 29/07/2011
THERE'S NO VIRTUE IN BEING A VIRGIN ... TRUE RATING : NO STARS ... From my experience, whatever you do, DO NOT take up any offers with Virgin Mobile if you want a satisfactory service, and by satisfatory I mean just being able to receive calls without messages constantly dropping straight into your Voice Mail unrequested, and being able to get on to the internet when you want to, particularly if you live and/or work in Central London and the City. After speaking with Virgin's Customer Service department recently, by their own admission, all too often the service from Virgin's provider, T Mobile, falls way short of that which could be reasonably expected by any right thinking customer, as their coverage is far from adequate. I've been with Virgin for many, many loyal years, and very little seems to have improved, if at all. Now I've had enough. I'm going to try Vodafone and if that works I'd be much happier paying them more money than anything Virgin has to offer. Virgin, BYE-BYE ...
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Reviewed by Appalling customer service. on 27/07/2011
Foreign call centre with agents who merely repeat the script they have in front of them, won't answer questions and ignore requests to speak to a supervisor or transfer call to a UK office. They refused to help me when I told them I was stranded in the M6 and should have collected a small child from outside his school. They told me to phone him - with what, pray? I wasin a two hour queue of traffic following an accident. When, after the FOURTH phone call I burst into tears all I got from the agent was "Calm down". I discovered today that they also took money from my bank account when they told me they couldn't because the card wasn't registered to them, but the credit wasn't put onto my phone. They haven't responded to my emails and my letter seems to have falllen into a black hole. Currently I an awaiting a reply from an email to their CEO - I am not holding my breathe!
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Reviewed by not happy on 23/07/2011
lied to, emails ignored and shockin customer service, i'm off!!
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Reviewed by joe on 21/07/2011
worst of the lot by far, keep clear!
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Reviewed by Dissatisfied ex Virgin Mobile Customer on 18/07/2011
The worst mobile phone company I have ever dealt with - inflexible, rude & appalling staff -especially the Call Centre in Sheffield!!!
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Reviewed by Orangefan on 18/07/2011
I am not wasting my time writing a lengthy review - One word - RUBBISH....(would have used stronger language but the review probably wouldn't get posted).
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Reviewed by Mr Reality Check on 14/07/2011
O2 Simplicity Pay and Go 500 texts plus 100 minutes to any other provider and landline £10.50 per month, no contest Virgin!
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Reviewed by bri on 06/07/2011
worst company i have ever dealt with in all my 44 years !!!!
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Reviewed by NAOMI on 05/07/2011
On 22/6 I received a courtesy call from Virgin Media, I asked about a contract phone for my son and was offered a very good deal. All was said to be fine but their system was on a go slow so would confirm delivery by email. Several days later I checked my emails and had received 2. One confirming all had gone through and delivery and the other declining my order as I had failed their credit check. This completely baffled me as I know I have a very good credit rating. The only way I can get through to a member of staff is to phone Virgin Media and say I'm cancelling with them who then in turn put me through to virgin mobile. I was told someone there had done FOUR credit checks on me in a short space of time hence black listing me for a month!!! I have had verbal apologises from the sales reps (yes i have spoken to a few as they don't seem to know what they are doing,keeping me hanging on whilst they speak to their supervisors and then promising to ring back but never do). They say contact them after 23/7 as it should all be sorted by then and they'll do me a really good deal....I don't think so. My son is without a phone for his birthday tomorrow and I can't go elsewhere until they have cleared my name with experian.
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Reviewed by Michael M on 05/07/2011
I am a pay monthly customer and have not been happy with Virgin Mobiles attitude and approach to customer services and so I am baffled they have won customer awards!!! My problem with them is lengthy but suffice to say I regard their standard of service, tech support as a appalling. In addition I have found that they are not able to provide the few features that is standard across industry and are not ashamed in the slightest, they double charge even when you still have call allowances, have a separate date for call and internet refresh allowance date so there is always a charge every month for items outside your call allowance, their South African call centre keeps you waiting for 30/40mins and have the gall to charge for this and have a very unprofessional manner and quite frankly don't care what impression they are leaving you and yes 1 last thing the signal strength is very poor. I even rang this morning to get clear information on how much notice they'd need for a PAC no. as my contract rolls to an end very shortly (thank God) but got a very irascible/combative/argumentative agent in the cancellation team which seemed rather like shooting theirselves in the foot as it didn't help change my option of them, but I guess they don't clear.
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Reviewed by Ben on 24/06/2011
Have been a pay-as-you-go customer for years and recently noticed my credit didn't go as far as it used too and I wasn't getting the free texts to which I was entitled. Called customer service who told me I had changed my tariff (strange I have no memory of me doing this!). Hung up on by first service assistant because she couldn't get her head round my query and would rather not have to think. The second was slightly less clueless (at least she took the time to look at the issue)but offered the suggestion I just top up a fiver. Not good.
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Reviewed by Mattttt on 23/06/2011
Signal is terrible, you get charged extra for stupid things, they never respond to emails, they charge you stupid amounts to cancel. Completely and utterly terrible!
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Reviewed by mi harris on 21/06/2011
unable to access my account on line - three calls to virgin, average waiting time, 20 mins, problem still not resolved, though lots of broken promises. Added to this, they keep debiting my account for internet usage, which I apparently use when I am asleep. Appalling service and I do not recommend. On the line waiting (what a surprise) to cancel my contract.
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Reviewed by Gary on 19/06/2011
The worst mobile phone company since vodafone. Sent me a blackberry that malfunctioned within a week and then took another two weeks to replace it on the understanding that the next phone the htc wildfire would increase my monthly contract payment. After two weeks this phone also stopped working properly. Sim card is not working and if I want to replace it I will have to go 5 working days without a phone. Sim card allegedly sent out to the wrong address so replacement card actually arrived 11 days later. Why are we held to these phone company contracts when they cannot provide a service. The perpetual loop of customer service is just beyond ludicrous. Staff lying and cutting you off after keeping you on hold for 10 -15 minutes!
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Reviewed by Terry on 14/06/2011
I have been a virgin media/ntl customer for some time, the tv/broadband/phone service is great and I've never had any problems with customer service when I need to upgrade or change my digital box, remote etc. Virgin Mobile however is totally the opposite, the device itself is good, reception is generally good, staff in the local VM shop are very helpful - but customer service over the phone is atrocious. I recently ordered a new mobile broadband dongle. It was not delivered on the appointed day - I hung around the house all day waiting, unable to go out. I had several attempts at phoning customer service, there didn't seem to be any menu options for querying recent orders. I eventually got someone somewhere in the world with a strong accent I didn't understand, she asked me for my password several times, she queried my incomplete address although I had sorted this with the agent when I placed the order, she kept saying "mmmmmmm" when I gave her information, it was annoying and I just got increasingly angry. She could not seem to find a record of my order and I was made to feel that I had got it wrong, not them. I was put on hold while she checked with desptach, I waited 15 minutes and then the phone went dead. There was no call back. I was furious. Late evening I got an e-mail with an order number and confirmation of delivery - the next day, between 8am and 6pm. I'm going to have to hang around the house another day!!! It was obvious the original order had not been processed. I'm thinging of chaznging networks.
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Reviewed by Elizabeth James on 05/06/2011
The most appalling company I have ever had dealings with. customer service is not even bad it's non-existent. I have been lied to on more than one occasion, given inaccurate information and had paperwork lost in their "system". I have had a similar experience with Virgin media - luckily my mobile contract has now come to an end. Have switched to Vodafone - no problems and far better reception and signal. However they won a customer service award is beyond me! They make themselves look very good with flashy websites and advertising but when it comes to actually dealing with any customer problems they just can't manage it.
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Reviewed by Jim McIntyre on 30/05/2011
I have been with Virgin Media 15+ years and Virgin Mobile over 10 Years. I have had a few problems with Virgin Mobile over the years but, being honest, they have all been sorted very quickly and amicably. The reason I have not given 5 stars is that on a number of occasions I have been unable to understand the customer relations person, (I think from India mostly), or they have been unable to understand me. The operator has either talked too fast and/or I have talked too fast back. Having patience does not always work but when it does it's a relief. When you have a fault or technical problem the last thing you want is a breakdown in communications because of language skills but I do believe that Virgin Mobile are making a genuine attempt to solve this. I would still recommend Virgin Mobile to my family, friends and work colleagues.
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Reviewed by I will never recommend this network on 27/05/2011
I am Virgin Media Customer .I wish to complain regarding poor customer service .Every time when I am calling your adviser I feel that they hate helping foreign people.Personally I think that my english isn't to bad , I am always trying be nice , but unfortunately most of times people speak to me in rude way.Today I tried sort out my two mobiles bill , because I was overcharged from last three months.To get connected between 5 mins as they advertising. I've spoken to [name deleted] (I've rung on 27th of MAy at 11.31 am)-I really don't recommend speaking to this person-really unpatient , rude manier, she started shauten at me over the phone-she was twisting my name to Angela all the time and finally she has hung up on me....Do you think that shall look a good customer service??? VIRGIN IS THE WORSE NETWORK I EVER BEEN WITH!!!!! I am their customer from 5 months and I already know , I will be more than pleased to finish my contract with you as soon as get a chance. IT IS A SHAME THERE ISN'T A LOWER RATE THAN 1-THEY DON'T DESERVE IT!!!!!
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Reviewed by Captain Kremmen on 23/05/2011
Shame there isn't a lower score than 1 to rate their services!! Where do we start? I stumbled across (what I thought) was a very decent contract offer and a free Sony Xperia for £10.21 a month. Received phone promptly, but was unable to get on with phone (touchscreen issues) so tried to arrange to return the handset under the 14 day guarantee and exchange it for a different one... Three emails and five phone calls later, I have already returned the phone and yet none of the South Africa/Asian based call centres have been able to address a simple request to get a new handset sent to me. They don't respond to emails, the customer service advisors are in the main unhelpful and some even border on downright rude. On one separate occasion I was transferred to four different advisors, while being kept on hold for nearly 45 minutes!!! And not one of them could resolve my problem. It takes the proverbial biscuit, particularly as I have been a Virgin Media customer for some time now. This is not the way to go about keeping loyal customers happy. Quite frankly, don't bother with this useless outfit, you'd be better off with ANY of the other mobile operators. Not happy.
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Reviewed by David on 21/05/2011
I have been using this network amongst others incl orange/T-mobile and Vodafone) for many years. The Customer service is outstanding by comparison to the competition, and the network coverage is above average. It used to mirror T-mobile but now T-mobile is linking up to share masts with Orange, it is losing the edge. If you are a VirginMedia customer, these buys offer some fantastic rates. All in all, recommended.
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Reviewed by Rachel on 12/05/2011
Ive had my broadband and phone with virgin for 3 years and no problems.... until i stupidly decided to switch mobiles to virgin. I cannot access my online account to check when my bill is coming out, they took the money the day before my payday last month without informing me and it was lucky i had some money left in. Phoning customer services was a total headache. He said i shouldnt have tried logging in before i called him - so i must use my crystal ball to tell if theres problems logging in then?? he was unhelpful and his advice did not fix my problem. He also asked for my logging in password. when i said wasnt this supposed to be confidential he said no, he cant help me until i give him my password. is this even legal???? i told him it and he told me it should be in capitals and made me out to be a liar when i said i hadnt set it up that way. it doesnt work whatever i do. ABSOLUTE RUBBISH.
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Reviewed by Sav on 11/05/2011
Been with Virgin Mobile for some time now. They are great. Good value for money good reception much better than O2 I was with before. Customer service great they even call me back if there is a need to solve a problem. Don't know what's wrong with you people here.
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Reviewed by linda on 09/05/2011
i have been with virgin for years, my internet was giving me a lot of grief so i cancelled it,they wanted my modem back along with the top box plus the little plastic spanner,6 months down the line 2 bills have come out of my bank they said it was for the tv service which i havent got as i sent the box back,they as good as called me a thief as they recieved the modem but not the box and that they are going to charge me 100 pound for the box,little do they know i have found the reciept from the post office, cant wait bring it on.
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Reviewed by Paul McLean on 09/05/2011
This is an update on my previous post. After some trawling on the internet I discovered the e-mail address of Virgin Medias chief executive Neil Berkett. I sent him an e-mail yesterday (Sunday 8th May), he replied with an apology within a couple of minutes and said he would look into it today. I have had phone calls, e-mails, refunds to compensate me. The problem itself which was lost by all the frustration of not receiving a reply was resolved by a five minute call to the technical department. Three weeks, nearly a dozen e-mails, all for a minor problem.
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Reviewed by Paul McLean on 05/05/2011
I contacted Virgin Mobile nearly three weeks ago to report a small fault on my Nokia phone, a fairly standard request you would have thought. I requested to be contacted back via e-mail in order that I had some form of written proof as to any claims or promises they made. However after about a week I had heard nothing so I sent off another e-mail reminding them of my initial query, but also expressing my disappointment that I had not received a response. Now, after another fortnight and over a dozen e-mails, which have got progressively robust due to my frustration I have still not received a reply. A few days ago I asked to cancel my contract as I believed they had broke the terms of the contract by not fixing the phone (which they promise to do), and still no response. How they manage to keep customers is beyond me.
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Reviewed by Michael on 26/04/2011
VERY POOR coverage - will NOT renew contract. Customer service also no help - take battery out and restart phone to get signal - O2 and Virgin work OK - should get my money back for the miss-selling!!!!!!!!!!!!!!!
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Reviewed by joe on 23/04/2011
bad, bad, bad is all i have to say
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Reviewed by Robin on 23/04/2011
I have been with Virgin Mobile for over 10 years. Recently I noticed that I was being charged a lot more for calls. When I rang customer service, they confirmed that my tarriff had been changed and that they had never notified me. The agent said that he agreed that this was unethical and bad customer service but there was nothing that he could do about it as my original tarriff was no longer offered. Keep away from this company, they're a disgrace to the Virgin brand!
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Reviewed by Carol Barry on 22/04/2011
trying to access my online bill takes forever very poor and it can be 2 days behind its never up todate
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