Virgin USA - www.virgin.com/company/virgin-mobile-usa

I purchased a Samsung galaxy 3 for $259 on virgin mobiles website. Within days I couldn't hear anyone I was talking to on the phone because it kept breaking up, my text messages failed and I'd have to resend them at least 7 times. I have zero bars but according to them I am in an excellent coverage area. And when I get on the internet it loses the connection after 5 min. I asked for another phone since my NEW one was still under warranty. You know what they sent me back? A USED refurbished phone worth a whole lot less than what I paid for my new phone. I demanded they send me a new phone like the one I sent back. No, I've been told over and over by the script readers in Mexico that they can't send me a brand new phone. However, on the phone when I was activating the "replacement" phone I asked the advisor if it was new and she said yes. When I had the same problems with this phone I was told by the "technical support" guy that it is a new phone and that they take them out of the box and highly test them and send them out. I asked then where is the new box (they sent this phone in a plaine white box with just the phone and battery in bubble wrap. They are the biggest liars ever. I have at least 10 emails from them saying there's an outage and they don't know when it will be fixed, there was an outage and it was fixed on 5/21 (that guy was supervisor" then I was told that the towers were never out. They string you along and lie. They are pathetic. I would never refer anyone to this phone company. They sell defective phones

I bought a Virgin Pay-lo a couple of months ago. The first thing that happened was that I got a lot of calls from two other people that had held the number before me, and that took some time and effort to ask the callers to desist.

Then, when I tried to top-up online, as suggested, I was unable to do so because my credit card is registered in the UK and the drop-down menu only allows US States. As every other online business seems to have no trouble accepting my credit cards, it is weird that a company that claims to be in the'communications' business can't manage to do this. I wasted a lot of time and effort trying to do the transaction online but it turned out that the only way I could top-up was by buying a card from a store. It would help if Virgin would put this information up-front instead of wasting people's time.

A friend tried to phone me from another State and failed to connect, and I received no calls or notices. When my friend called the operator he was told that the number was 'not valid'.

I only seem to get missed call alerts and voicemails once a week.

Now I'm getting calls again from a third person who previously had my number. Aaaggghh

My phone has hardly worked since I have owned it and unfortunately I did not return my phone within 14 days. Now I am stuck with an expensive phone that does not work and has horrible service. I have been transferred to numerous people who tell me varying responses for 45 minutes so far. One person told me they could refund my money then phone call was dropped and then reconnected to someone who said I could not get a refund. My only hope is for apple to unlock my phone so I can go with another company.

I signed up for auto-top-up $15 once every 90 days but it charges to my credit card very 45 days. Even now my online account shows "You've registered to Top-Up $15.00 once every 90 days."

I called to complaint but the rep from overseas is worthless. They didn't fix the problem and they have heavy accent which is hard to understand.

I have had VM since 2002, have had NO issues! Negitive reviews got to be other providers posting garbage!

Inexcusable customer service. They charge you minutes for the calls but don't show you the call duration nor as they say can't go back to track it down as they're system is not equipped to do that. Made the mistake of buying phone on line thinking was reasonable deal only to find out they charged my credit card twice. I also never got an order number from their online system...it was just stuck with no response. Dealing with customer service they adviced they showed no order nor could track down the fact that they had charged my credit card twice!!! Took more than a week to resolve the issue as they just kept transferring me from one to another with the frustration of having to explain the problem from scratch to each person I was transferred to. Their response, customer service does not have a system to see or track any orders which is just incredibly frustrating. Finally got the phone but they automatically after couple of days suddenly without notice cancelled the account because they had reimbursed me money twice (which my bank didn't show) and only way to get back service reinstated was to add more money to my account. Just useless...

Virgin Mobile is by far the worst company ever. After paying 140 for a phone and sending it back due to bad service and no actual 4g I went to get a refund so I could switch to a contract company . Virgin notified me that I couldn't get my money back due to the fact that I used a top up card. After many horrible waits on hold due to virgin mobiles lack of customer service I was told the money was theirs to keep. DO NOT GO TO THIS HORRIBLE COMPANY !

Their website says Buy a phone, Select a plan, Activate service. Gee, easy, right? Not in my case. I received my phone in 2 days (that was good), charged the thing (good also), went to their website to activate on 12/16, back to the website to replace their assigned number with my current and 10+ years' cell number and it has been problems since. They say do not cancel your provider until Virgin gets it handled. (I did not cancel my Sprint service.) So, after going thru the procedures for switching numbers, and even tho I had paid for a month's service, the website said it would not switch my old number unless I had at least a $10 balance, I paid another month's service fee thinking they would credit me $35 (plus tax, fees) they extended my service period another month and my account balance was still "0". By the way I never used my phone with Virgin's assigned number. Called their customer service using my Sprint phone 12/16 evening. The gist was they were waiting for Sprint to release my number, so, just a matter of time. I gave the CSR my Sprint account # and PIN (already done via Virgin's website). I strongly expressed my fear that Monday morning (12/17) neither phone would work. "OH no, that won't happen" I was assured.

Well, Monday morning, neither phone had service. Sure, they powered up, but service was "not authorized".

Waited til noon to see if the problem would be resolved. Nope.

Go to "manage my account" on Virginmobile's website. Cannot login any more. Tried Virgin's new number, tried my old number, even tried the account number Virgin assigned me- nope, cannot log-in (keep in mind, they have $74 of mine, 2 months of service). I was able to use their website's "contact us". Monday, 12/17, I sent them 5 messages, referencing Case #'s. "We will respond shortly." more or less was the automated response. Haven't heard a thing via email.

This afternoon, 12/18, I called Virgin's customer service 3x. Front-line reps were useless. Could not find my file based on either of the two numbers (they need a number, not a name). When given my name they still had no info on me such as paying for 2 months of service or talking with their customer service 12/16 evening. Each time they transferred me to another department. The 1st time the transfer failed. 2nd and 3rd times I hung up after listening to the same song some 15 times while waiting for someone to pick up.

I think they were transferring me to Sprint (since Virgin uses Sprint). But, haven't heard anything from them either.

My beef with Virginmobile: their website promises one thing, reality is much, much different. Their customer service does not have the capability to resolve problems. And, for whatever reason, they fail to contact me via email (my phones are out, remember?).

And a beef with Sprint, who also has my email address, let me know if I need to pay the last bill before authorizing the release of my number. I am concerned if I pay the current bill first then I will lose the number. 100's of clients will need to be contacted for a new number if that should happen, in addition to family and friends.

Virginmobile USA so far is terrible.

At $25 @ month ($35 @ month because I have a blackberry), this is an incredible deal. Unfortunately you get what you pay for.

I bought two Blackberry Curve 8530s on the same day. My husband has no problems with his but the battery in my phone just doesn't last. I have called 3 times and been told someone is calling me back but no one ever does.

Real conversation between me and the person who is supposedly a supervisor:

Virgin Mobile Supervisor: the call back team does not come in until 2:00 pm Pacific Standard time. What time is it now where you are?

Me: 10:43 am

Virgin Mobile Supervisor: it is 10:43 here too so that is perfect - we are on the same time zone - Pacific Standard Time

Me: No - I am in Colorado and we are on Mountain Standard Time and it is 10:43 am. It is 9:43 am in Pacific Standard Time. Where are you really?

Virgin Mobile Supervisor: some places change the time in the winter so that is probably the reason for the discrepancy.

Me: No, Daylight Savings Time is adopted in some places during the summer months. This is January and during the winter months everyone who adopts DST in the summer months goes back to their regular times.

Virgin Mobile Supervisor - well, um, thanks for the information.

The phone and coverage is fine (I live in the DC metro area). If you have to deal with customer service... good luck. The first phone I order was damaged and I had to return it. It took several call and 4 emails to get an RMA #. Attempting to communicate with these people is more than frustrating. Attempting to get a status of a refund is equally frustrating! My suggestion is to pick the phone up from a local store and deal with them if it is damaged or you need to exchange it.