Virgin Mobile UK - www.virginmobile.com Reviews
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★☆☆☆☆
“Do Not Use Virgin Mobile”
Written on: 17/05/2013
The worse customer service ever and rude. Repair service is rubbish and even when you got warranty after 4 months that I send it to them they said they can not repair it so they gave me a second hand one and my mobile that can not be repaired they send it to blackberry to get a new one, and it's part of terms and condition that they sell it to you. (read more)
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★★★★★
“Excellent service!”
Written on: 10/05/2013 by ThatPCGuy
I have been using them for a month already I am much much happier with Virgin media than my old service provider, Tesco. First of all let's talk about network coverage. Virgin media offer 99% coverage, which does sound too good to be true but normally I can easily get an almost 4G connection pretty much all of the time! Secondly Internet speed is important for some and I can gladly say that on average I get a 10 MBps download speed, although the ping is quite high, that is normal for a... (read more)
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★☆☆☆☆
“Don't - Just Don't!”
Written on: 10/05/2013 by Clarebrace (2 reviews written)
Only been with Virgin for 2 months, the phone they sent me hasn't worked from day one. Their repair policy is terrible. You have to wait for a returns envelope to be sent to you, which takes up to 5 days (5 working days to be precise so really your looking at up to days). Then you post off your phone, that takes a day or two to get back to them. Then it takes another 4 working days to 'fix' the phone. If all of the above wasn't bad enough, the repair centers they use are 3rd party (that... (read more)
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★☆☆☆☆
“Please be warned DO NOT USE VIRGIN MOBILE”
Written on: 07/05/2013
Have yet again had to phone about my sons phone account and CS don't even understand the words get me a Supervisor / Manager even though I must've asked in the region of 20 times the CS people are total idiots for goodness sake Sir Richard Branson sort these Wallies out and get us a better service!!!! instead of robbing customers. All I ever got was the Bank has refused payment "Rubbish" and usually I would pay but not this time as other times I've paid. When my husband has checked his... (read more)
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★★☆☆☆
“Was happy with virgin until I tried to end contract....”
Written on: 07/05/2013
Was happy with virgin until I tried to end contract. My 24 month contract came to an end in December 2012 so decided to leave virgin. My phone was cut off but had letter from a debt collection agency saying I owe them for January to march 2013 even though my contract is finished-not happy at all!! (read more)
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★☆☆☆☆
“non existant service”
Written on: 05/05/2013
I have long and terrible memories of NTL the previous brand name of vigin media. So with relctance I bought a virgin mobile sim from CPW. It was a joke. Trying to get a PAC processed ??. I wanted to use e:mail. Cannot use e:mail because they do not have an e:mail address. You need log onto the website. I have no password ?? I could have asked for a password but the website will not recognise the phone number. The call centre would not tell me how i got a password ?? I could log onto the... (read more)
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★☆☆☆☆
“Its worse than terrible”
Written on: 20/04/2013 by jamesjose
I have taken a virgin mobile - inundated with endless messages from virgin with offers and at last succumbing to pressure. I cannot explain how idiotic I feel about taking that decision. I have given my PAC number to Virgin on a Friday. They said all will be done following Tuesday. I believed and waited. Today is Saturday, I still have no phone connection. I called Virgin every day morning and evening on an 0845 number. The call center is somewhere in china and they could not help me...they... (read more)
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★☆☆☆☆
“It's a joke !”
Written on: 14/04/2013
The signal on my phone varies from poor to non-existant, every time I try to make a phone call I have to wait for for ages before I can get a signal, this wait can be half an hour or sometimes even longer. When I do eventually manage to get through I am very often cut off half way through the call and have to re-dial, this has happened as many as three times during the same call, which means the calls end up costing a fortune. It's the same with texts, they sometimes take hours to send, by... (read more)
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★☆☆☆☆
“Rubbish Customer Service + Rip Off”
Written on: 11/04/2013 by toffee1st
Tried to get a sim only monthly contract through the CPW but they declined my application but managed to get it directly from them without any qualmas (my credit rating is ok).After two months called CS to give them notice to end the contract and ask for PAC, they gave me the PAC the same day but disconneced my phone could not even use my phone to speak to CS. Afer three or four phone calls and emails they reconnected my phone, after about two weeks again I was barred making outgoing calls,... (read more)
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★☆☆☆☆
“SIM only warning”
Written on: 11/04/2013
Purchased a SIM only contract after coming to the end of my existing contract with another provider. 2 weeks, 1 wrong SIM, several failed promises to get the right SIM working from their rubbish Customer Services and I still don't have a working phone. They are completely incompetent and I am utterly at their mercy as can't make a complaint because I can't log in as the website isn't even secure anymore (as of 11/04/2013). Going to Virgin Mobile was a disastrous move. Avoid if I were you!! (read more)
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Showing 1 - 10 of 393 Reviews
★★★★★
“i love virgin network very much”
Written on: 09/04/2013
fabs and coverage is goog not bad at all, but the customer service is very poor, it must be improved on the signal and network coverage (read more)
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★☆☆☆☆
“DONT USE VIRGIN”
Written on: 03/04/2013 by neverusevirgin
I have had nothing but bother from virgin would never take a phone contrat out with them again (read more)
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★☆☆☆☆
“Terrible customer service!”
Written on: 03/04/2013
We are using the broad band, land line and virgin mobile service and this has been the worst decision ever. I have been in the phone complaining for the poor brand service in my area and they haven't done anything about it apart from spending time on the phone, calls that I have been charged for! And I wanted to find out the service that i can get while I'm abroad on my virgin mobile and they have put me on hold and hang up 3 times, I give up! I don't recommend Virgin service at all. (read more)
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★☆☆☆☆
“Terrible customer services/ insurance providers”
Written on: 02/04/2013 by Salesmechanic
I had a contract with Virgin mobile some years ago and left due to incompetency on their part. Sadly, I came back to them when I experienced many problems with O2. I now have a contract phone and so does my daughter and up to now have been pleased with their service. Recently my daughter dropped her phone cracking the screen. Insurance was included in our policy for accidental damage. After phoning Vigin I was told I needed to phone Lifestyle insurance and given a number. Lifestyle told me... (read more)
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★★★★★
“Just been given an out of contract Android (Smartphone?)”
Written on: 26/03/2013 by old fogey (4 reviews written)
I have been a Virgin customer for many years. My first cellphone was about the size of a brick! I have recently been given A Sony Xperia, you know how these youngsters have to have the latest phones, so mine is a hand - down. This one is no longer "just a phone" it gets email and the internet. So I needed a new deal from Virgin, I am very happy with their £10.00 a month deal which gives me 250 minutes talk time, 2500 texts and 500 Megabytes of data. I manage to use only half of this. So for... (read more)
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★☆☆☆☆
“Disgraceful Service”
Written on: 26/03/2013
No customer service at all they don't care about the service they provide. They past you around from one person to another they don't respond to their complaints and never ever call you back when they promised they will. I have never ever known a service like Virgin Mobile they don't know there own products or do they know anything about the insurance they sell. I called and ask for a block to be put on my sons account of £50 which they informed me that they had done but eight months... (read more)
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★★★★★
“GREAT”
Written on: 16/03/2013
Never had any issues with virgin great customer service and great packages well worth paying less and getting more (read more)
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★☆☆☆☆
“Rip off service”
Written on: 15/03/2013
My S2 developed a fault on Jan 4. I duly sent it back to virgin. Told I must pay £100 for a non warranty fault. I completely disagreed and complained. I got agreement theyd look again. Eventually they did this but came back with same findings. I sent to a repair centre who told me this week the motherboard is faulty and therefore it is beyond ecomical repair. I am waiting to hear from virgin! Will customer services actually respond to my complaint or not. So angry with... (read more)
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★☆☆☆☆
“They Can't Possibly Survive!!!”
Written on: 15/03/2013
I tried to become a WM customer and placed an on-line order. After a few WEEKS of passing emails I was told the request 'had not been processed'. Mistakes happen so I placed another order. After a further two weeks and two emails asking for progress I've received nothing apart from auto-acknowlegements. Very poor!!! (read more)
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★☆☆☆☆
“Cadbury ”
Written on: 13/03/2013
The customer service is appallling,if you ring virgin mobile with a query, you wait on the line for too long. then you get passed to 5 or 6 different agents, who don't know their product. Good products bad people skills. (read more)
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Showing 11 - 20 of 393 Reviews
★★☆☆☆
“Bad customer service and seem to have sold my phone...”
Written on: 12/03/2013
I switched from Orange at the end of last year, partially because of a coverage issue and partially because I was already on a virgin media contract for my broadband so I got a very good deal on a handset. At no point did they tell me that they just piggy backed off Orange's signal, so I now still have the signal issue and others to go with it. I have also spent the last 3.5 months trying to activate my voicemail, and not once did anyone tell me that there was an option on the phone... (read more)
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★☆☆☆☆
“Avoid ”
Written on: 12/03/2013 by Hannas1944
Ordered a handset and paid for delivery. Virgin advertised next day delivery but actually booked for 5 days later as that was the only day could be in 7am til 9pm ( via Yodel). Waited in all day, nothing arrived. Phone calls are either cut off or promised calls back never happen. 3 days later still nothing so am cancelling order. Customer service is appalling, do not use. (read more)
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★☆☆☆☆
“Don't Do it!!”
Written on: 03/03/2013
I have had nothing but problems with my contract with Virgin. I have a two year contract with them and can not wait until it is finished and I can move elsewhere. I have about 10 months left! Virgin have messed up my allowances and over charged me on several occasions. Every time I have a problem it means a lengthy phone call to Virgin to try and resolve the problem. Virgins call centre is in the Philippines so it is very difficult to sort the problem out. Many times they say sorry and tell... (read more)
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★★★★★
“Fantastic”
Written on: 03/03/2013 by Daren87
I came to the end of my 2 year contract on T-Mobile, I decided to save some money before upgrading for something really worthwhile, so I took out a sim only deal with Virgin. I was hands down the best deal on the market 1200 mins unlim texts and 1gb data for £12. Bargain sim arrived next day plugged in and off I went. Then after a few months the Sony Xperia Z came out and I decided to enter another contract but bought the phone on Orange. I rang through to Virgin to ask for my PAC Code and... (read more)
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★★★★★
“Moved from Orange...”
Written on: 26/02/2013 by 2ThumbsGood (1 review written)
... to Virgin and am happy because: * Coverage - they use the same netwrok as Ornage & T Mobile. * Prices - no surprises with Virgin, my 1200 minutes + 1GB data is plenty. * Customer Service - when I needed a micro sim for an unlocked phone they sent it out straightaway: either free 2nd class or £3 first class, came next day, before my unlocked phone arrived. I am trying out a BlackBerry, they have changed me over to BB version of my package, all done over the phone and no charge. Like... (read more)
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★☆☆☆☆
“Have to say this is the worst Mobile phone company had...”
Written on: 25/02/2013 by toonarmy68
Have to say this is the worst Mobile phone company had a two year contract which ended on 19th January 2013 phoned customer service twice about cancelling the contract but still got a bill for this month(Febuary) would not reccomend this company to anyone customer service is an absolute disgrace (read more)
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★☆☆☆☆
“what a load of rubbish”
Written on: 21/02/2013
had a vm mobile contract took it out for 2 years was fine then sfter a year changed to unlimited internet 27pound a month which was cheap everything is unlimited basically.but then towards the end and middle of the month got really slow speeds. rang vm call centre. this is really funny. they said because i am a high usage user they changed there conditions for me to 3.5gig a month and speeds will be slow from 12 to 12 so i have been capped now nobody told me this when i changed my tarif so... (read more)
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★★★★★
“fantastic value, virgin mobile”
Written on: 17/02/2013 by malakos123
I recently joined virgin mobile end of jan, there was this great sim deal which I was interested in. It was for 1200min, unlimited text, 1gb of internet and up to now i am so happy with this deal, went to a vm shop and the staff were very helpful, also customer service. It took a bit of time to keep ky old ecisting number but patience payed off in the end. I can now review my account online, easy set up, I would reccomend virgin, great signal, browse the net with ease. Its value for money. (read more)
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★☆☆☆☆
“very poor, fobbed off constantly”
Written on: 16/02/2013 by virginontherediculous
I was a great fan of Virgin mobile and had 4 phones at one point but i will not use them again. Not going to go in to all the details, but my handset died under warranty in December and i still haven't resolved the problem, the sent a faulty phone as replacement TWICE. forgot to return my battery on one occasion, failed to send a replacement despite repeat calls to them. you sense that as soon is the finish talking to you on the phone the hit delete and forget all about you. (read more)
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★☆☆☆☆
“Customer care has evaporated !! ”
Written on: 11/02/2013
Too many details of my experience to write here, but Virgin Mobile in all aspects seems to be deliberately trying to dispense with its customers. Been with them 8 years or so and after some issues including giving me technical advice which completely erased my contacts list, I decided to leave them. In all aspects of contacting them in whatever department, the overall impression I get from them is that "we don't give a **** about you really and I'm not going to do what you've asked me to... (read more)
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Showing 21 - 30 of 393 Reviews
★☆☆☆☆
“Just terrible.”
Written on: 29/01/2013
I've tried every mobile network and Virgin is by far the worst. I have a 2 year contract with them with 2 months left and its safe to say I'd never go back to them. It has taken them 22 months to get the date of my direct debit correct, they frequently mischarge me and their customer service is beyond appalling. Like I said, it took 22 months of ringing up every month to ask that my direct debit be changed to actually get this done. I was told it had been changed when it hadnt, I've had... (read more)
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★☆☆☆☆
“total mess up”
Written on: 27/01/2013
I have been with virgin for at least 15 yrs and recently changed my contract but they have failed at least 6 times to give me the contract that was sold to me. Looked at my online bill this morning and yet again they have messed it up (read more)
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★☆☆☆☆
“So so so so so so BAD”
Written on: 11/01/2013
Took the operator 45 minutes to process my monthly SIM booking. They then said they had to transfer my call to another department to take my PAC code to transfer my number from T-Mobile. By this point I asked for them to call me back as the booking had taken soooooo long and I was ringing a 0845 number from my mobile. The operator told me they wouldn't call me back as it was me that wanted to speak to them and they didn't want to speak to me!?! I decided with this atrocious service... (read more)
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★☆☆☆☆
“Simply the worst possible customer service”
Written on: 10/01/2013 by nmyerson (1 review written)
Virgin presents itself as a national player in the field but it cant live up to this. The particular issue is the delivery system it uses. It gives a 14 hour delivery window and there is no way of tracking the phone or arranging a specific time for delivery. The Virgin staff cannot or will not help when the fifth rate delivery company (Yodel) mess up. In addition when we finally got the phone, it was faulty. Virgin sent their couriers to the wrong address to deliver the new one and the... (read more)
Visit virginmobile.comDerektegg's Response to nmyerson's Review
Written on: 10/01/2013
virgin customer servise total rubbish my battery is not charging and they want the phone there is nothing wrong with the phone all i asked for was a new battery and i will send back the old one there customer servises need a upgrade
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★☆☆☆☆
“Appalling customer service”
Written on: 19/12/2012
They managed to make me so angry I paid up 6 months contract just to get away from them. The problems started when I took out a 2 contracts (wife and I) - one of the phones was not very good so we took advantage of their 14 day change mind option to get a better phone that meant a different tariff (more expensive. This obviously melted their brains and it to 3 weeks and numerous phone calls before one of them admitted the return bag hadn't even been sent as there was a shortage of them at... (read more)
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★☆☆☆☆
“Terrible Customer Service”
Written on: 15/12/2012
Would not recommend Virgin. Went with their mobile PAYG when I first arrived in the UK because we had Virgin Media at our house. Had to be on PAYG for minimum 3 months before they said I could apply for a Pay Monthly tariff. That was fine, for £15 a month I got 100 minutes, unlimited text & data. However the 3G is super slow - I wasn't sure if it was just my phone (an iPhone 3GS), but compared the speed with a friend who had the same phone on a different network & hers was remarkably... (read more)
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★★☆☆☆
“i was talked into mobile package about three months...”
Written on: 13/12/2012
i was talked into mobile package about three months ago with virgin mobile.I am supposed to have unlimited texts,so to my supprise when i went online to check my bill i was paying way over my package deal.when i looked at my itemised bill i found i was being charged 40 pence a time for god knows how many picture messages.I know for a fact that they was all text messages sent,mainly jokes forwarded on to friends.When i rang up to complain they was rambling on about going over the 160... (read more)
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Written on: 19/12/2012
It's not the network it is the phone cmin with Samsung phones, what happens if you use more than 160 characters in a txt the phone will switch the message over to a media message mms, that's why you get charged. It has happened to me before u will need to google how to change settings so that once you use 160 characters the phone create a second txt message for u to continue your txt and they are sent as one to the recipient . Hope this helps
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★☆☆☆☆
“ Virgin Moblie is GARBAGE”
Written on: 06/12/2012
Virgin Mobile has been pretty outrageous in service for my family. My sister had got her blackberry phone a while back and like her, she dropped it in the sink or toilet. So like any other person she requested for a it to be repaired, but the catch is they sent her the wrong phone. My sister had a blackberry and they sent her a bell phone after a month of waiting, after she sent it back it took them another month to send her a loner phone. Now the real problem is that they want the loner... (read more)
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★☆☆☆☆
“They overcharge you for their own technical fault”
Written on: 01/12/2012
I joined Virgin as I use my mobile very little and got attracted by their very cheap £10 monthly contract. Now, if you get a cheap contract they should think you are likely to check this is what you pay. And what they do? First contract they charge you £0.50 more which is nothing really but you go and check what it is and you find out this is an overcharge for Internet usage. I have 1GB allowance and turned out they charged me cause of their own technical fault. I emailed them and they... (read more)
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★☆☆☆☆
“NEVER EVER GO WITH VIRGIN MOBILE”
Written on: 28/11/2012 by tim_2012
Very bad customer service!!! I have been with virgin media for over 2 years now and after all the calls off virgin mobile i eventually took out a contract with them in july after finishing a contract with O2. It is the worst thing i have ever done i have had nothing but problems with virgin mobile and when i ring up to speak to some one they either can't understand me or i can't understand them. When ringing up i ALWAYS get past onto at least ten other people in 5-6 different department... (read more)
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Showing 31 - 40 of 393 Reviews
★★☆☆☆
“permanently the 'oops!' page”
Written on: 27/11/2012
Why is it that when I go on to the virgin media web site and try to access my account, more often than not I get the 'oops!' page? And another thing while i'm at it, why is it that I can't receive a signal from virgin or whoever it really is when my fellow travellers are all busy tapping away on their phones, smart ones and clockwork ones! (read more)
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Written on: 25/12/2012
Completely agree. Never seem to be able to access account and we often have no signal. Just got new phones for Christmas and we can't get them set up...bummer
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★☆☆☆☆
“False advertising, Customer service very bad, desatre...”
Written on: 26/11/2012
browse the web, very, very, very slow. False advertising. (read more)
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★☆☆☆☆
“Stay well clear”
Written on: 13/11/2012
I've been a customer of Virgin Mobile for a long time. The first four years were great but over the last three or four the company is having serious issues with customer service. There are plenty of shops around but apart from buying a phone they cannot help with anything else. So you are forced to speak to them on the phone. I'm a well spoken English queen's English at that with no accent, well educated.. so why am I not understood, everything is repeated back to me, then the fun starts... (read more)
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★☆☆☆☆
“Never ever ever use virgin mobile”
Written on: 06/11/2012
if i was able to give them no stars I would. Virgin Mobile are the most terrible phone company I have ever been with. Most recently for example and this is a list of long problems, they decided i owed them over £100 on my bill. Turns out they didnt add my call allowance that much so completely their fault. I have still had to spend hours on the phone to sort this out. If anyone ever thinks about joining virgin mobile DO NOT DO IT!! i have been with them for 4 years as they some how offer an... (read more)
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★☆☆☆☆
“Complete wast of time and effort, terrible customer...”
Written on: 02/11/2012
Virgin mobile are rubbish! I have been a loyal customer for almost 12 years, as they were always extremely helpful, so introduced my father, my daughter and my partner. Unfortunately the past 3 years the service has dropped severely. There's too much to complain about.I have tried to renew my contract on several occasions in store and over the phone only to be fobbed with lame excuses that it is the middle of the month, the staff instore seem to be too busy?? On the on occasion they wrote to... (read more)
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★★★★★
“Virgin mobile service- very good”
Written on: 31/10/2012 by laura_b97
virgin mobile offer great customer service and have been very polite each time i have had a problem (5 times), they sent a free phone twice as mine was irreparable (blackberry)but i don't really know why as i had no insurance?? they are reliable and i always got good(London) i would happily recommend virgin mobile to anyone... the only downside to they i that they do not have the greatest selection of phones to choose from. overall i am very impressed with virgin mobiles service and... (read more)
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★☆☆☆☆
“Insulting Service”
Written on: 30/10/2012 by duaneb
A disgrace of a company who are only out to make as much money as they possibly can. Despite months of complaints, they still have not set my contract to what was agreed and keep saying the problem is rectified, when it clearly isn't. Despite this, the phone they supplied me with, a Samsung Galaxy Ace developed a charging fault within the warranty period. I sent this to Virgin for a repair, but they are claiming it is my fault and refusing to state what the technical problem with the phone... (read more)
Visit virginmobile.comRacheltiegan's Response to duaneb's Review
Written on: 11/12/2012
I sent mine in for repair and had the battery stolen.They kept saying it was on its way, finally one of their staff told me to go online and buy my own and they refunded me the month they owed and a month roaming sim. Which even though it was only a for a month everytime i try to cancel i'm told ok then find i'm billed then they deny i have cancelled and told to wait till beginning of month and try again, they set 2 direct debits up at the same time which i had my bank cancel.Although i have been on another network for 2 months they are still trying to bill me.
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★☆☆☆☆
“Customer Service Rubbish!!!”
Written on: 28/10/2012 by Honeywes
They dont answer emails, dont help at all!!! I am still waiting for a new phone which I ordered over a week ago. I requested it be delivered on Saturday, as I am at work all week. Sent several emails to this effect - had no reply. At 15:00 yesterday (Saturday) I phoned Customer Services, and was assured it would be delivered that day - guess what - it wasn't!!!! Now I will have to phone again, get someone who doesn't undersatnd what I am saying, and go through the whole thing again. I... (read more)
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★★☆☆☆
“money grabbers”
Written on: 28/10/2012
My dad pays for my contract and as i only get 150 mins and am likely to go over he specifically requested that my contract was capped so that it was impossible to go over. With this information I used my phone freely without thinking about minutes as we were told that I could not exceed my limit in any way. However subsequently i got a text saying my contract had been suspended, when I rang up to sort this, it had to be my dad who spoke to them which was inconvenient and they kept us on hold... (read more)
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★☆☆☆☆
“DONT WASTE YOUR TIME OR MONEY!!”
Written on: 21/10/2012
Hope less customer services, mainly based offshore. The don't have a clue, don't understand what you are saying, give you false information to get you off the call, never call you back when they say they are going to. AVOID!!!!! (read more)
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Derektegg's Comment
Written on: 21/01/2013
i have a monthly contract with vergin mobile and i am having problems with the battery i emailed them 5 times to get it sorted only to be told to send the phone back the phone is working however they have credited my acc with 15 pounds to get a new battery it goes on to next months bill rubish it should go onto this months bill the customer servises is rubbish when i speak to some one they cant understand me and i cant understand them i cant use my phone with out a working battery so i have told them no payment until they sort it out again