Pros Cheap service
Cons Horrible customer service resolving billing errors!
Summary I was recently charged $92.15 for a 19 minute phone call from Florida to New Jersey. This is obviously a mistake, but after trying to resolve this issue, customer service has done nothing and does not give a reason for this charge. I am told repeatedly that they are are looking into to it. They have a terrible rating with the Better Business Bureau. I am sorry I did not check out this company before I did business with them!
Pros Phones, plans, signal.
Cons Customer service, expensive phones.
Summary When I first joined Virgin Mobile a few year ago, it was fine. I used the Kyocera Wild-Card, and I was content. But not recently it's been getting so much worse. I have a LG Rumor Touch, which is a great phone. But it seems as though I have to call customer service every other day!
They take money out of my account when they shouldn't, and when I call it takes a good hour to get the money back. I had to recently get a replacement phone, which took THREE MONTHS. They had to send out 'an invesigation', they said it would only take 24 hours and it ended up taking a week before I had to call back. Turns out they didn't even send out the investigation request! They then said they put me on 'high request'. And then I called a week later and they said the that when the investigation would call me, which they did two weeks later. Then they finally sent me out a replacement phone! When I recieved it, THE BOX WAS COMPLETLEY EMPTY! Not one single thing in the box. So I had to completley restart the process. After another month of calling customer service they sent me out another one, which didn't work! It was registered to another person! Then after another few weeks of calling they sent me another one, THE WRONG PHONE. I have a Rumor Touch, and they sent me a Rumor 2. So then they FINALLY sent me my replacement phone, which had a huge scratch in the side, and freezes up all the time - but I'm not going to complain to I can save a few more months of my life.
Not only all those problems, but it's hard to talk to the customer service reps. It seems as though non of them speak English, just broken English. They always ask me to repeat what I said, and when I say I can't understand them they get mad and disconnect the line!
I do admit they have a good phone selection, with good pricing. But if their customer service doesn't change soon, I'm going to have to switch to Boost Mobile.
Pros bought the new lg optimus V, nice phone decent 3g coverage and service. i commute from ft myers, fl to tampa and ft lauderdale weekly. i am able to stream audio over their 3g network without interruption THE WHOLE WAY :)
Cons the 3g network had issues at first, likely due to the popularity of their new smart phones. persistence was key, along with noting the customer service rep's name (make them spell it) employee id (make them repeat it) along with the date and time (make t
Summary FAR FAR HAPPIER WITH VIRGIN COMPARED TO METRO PCS. at least with virgin mobile, i can call a number and speak directly with a rep.
Pros Nice features, light weight. Bright screen,
Good plan 300 talk and unlimited web, email and text for $25.00
Cons Virgin Mobile has major issues porting. I had to abandon my old number to get a working phone without waiting an unknown number of days.
Summary Be careful if porting your number...!!!
I bought the Loft and tried to port my number over. The short version, I pretty much had a choice of no phone service at all for perhaps a week or losing my old number.
Virgin Mobile seems to have some MAJOR issues porting numbers. I am not sure it is specific to this phone but my many conversations with them seem to indicate this is the case. As of this writing I had to abandon the port and lose my old number to get a functional phone with a new number. Even though they successfully "ported" my old number to their system, thereby killing my other phone, they are still not able to activate my Loft and can't even give me a date or time.
When I phoned to port I was told 24 hours...but in an hour my old phone went dead and my account was closed. I cannot understand why they need even 24 hours to port when every other time I changed carriers the port took less than an hour and I had service.
My 95 YO mother relies on being able to call me on my cell. I am handicapped and can't afford to be driving around with no means to get help if I should have a break down on the road...and my customers rely on reaching me when I am out of the office. Not having a working phone is not an option.
The phone looks nice and seems to have a lot of good features...but Virgin does not have their act together on this phone with regard to porting.
If you just want a Loft with a new number you can do that almost instantly online...but DON'T try to port your old number to this phone unless you have a spare phone or don't mind being without service for an unknown period of time.
Date/Time of my last contact with Virgin, May 29, 10 AM. They promised to have me working on a new number in two hours. Let's see.
Virgin Mobile is owned by Sprint as is Boost, my former carrier at twice the cost.
Be careful and ask a lot of questions before committing to buying their phones to port your old number too.
Pros If you have a man in your life that can call customer service for you then he can resolve issues for you.
Cons Dishonest, hidden fees, mysterious charges, website never works for anything except to process charges on your credit card, terrible customer service, unhelpful, difficult to get someone on the line when you call, sexist customer service
Summary Virgin Mobile is incredibly dishonest and sexist! I was lured into getting a virgin mobile phone by the promise of a no contract, $40/month plan. They promise $40 flat, no hidden fees, no surprises. Yet, almost every month I have a surprise charge. I've tried paying with my credit card, with their "Top Up" cards, via internet, via phone, and nearly every time there is some problem that causes me to be charged extra. They've charged me overage charges (though I've never once even gotten close to using up the 1200 minutes of the plan), they've billed my credit card twice, they've charged me and then not restarted my plan on several occasions (meaning they processed the charge and then told me that I have to pay again to restart the plan), and they've made up random "taxes" that I need to pay. What's worse is that every time I call, the person on the line is condescending, unhelpful, demeaning and is often not "able" to help me. Yet, when my boyfriend calls, 10 minutes later, the person who helps him is helpful, nice, and able to help him right away. The last time I called I spoke with two people (an employee and a supervisor), and I spent 20 minutes arguing with them about why they suddenly decided to charge "government taxes" and they spent 20 minutes telling me that if I did not want to pay taxes that I should contact my government. In the end they refused to help me because they said that there was absolutely NO WAY they could restart my plan without charging me these "taxes" as they are imposed by my government and they had to follow the laws of my government (note that they kept saying "your government" not "the government" or "our government" which really made me feel like they were hostile towards me because they dislike my government and they were the ones that had a problem with my government). Yet, 10 minutes later my boyfriend called and he asked them to restart my plan for $40 and they said "ok no problem" and done. He asked the guy, "sir, what is the amount that will be billed to the card?", "$40" he said. "$40 even, no taxes or any other charges?" my boyfriend asked. "No. $40 even" the guy replied. And I wasted 20 minutes of my time and got yelled at over something that my boyfriend was able to get done in less than 5 minutes and no one even argued with him. But, thinking back, every time I've had a problem with them and they can't help me, it's always resolved after my boyfriend calls. So I don't know what the Virgin Mobile experience is like for men, but if you're a woman, be prepared to be treated like you are not a valuable customer and like no one cares what you have to say. Also be prepared to pay hidden fees.