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

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.

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.

I purchased a phone & plan from Virigin Mobile USA 2.5 months back. First 2 days it worked, after that I am not able to make calls through it. There customer care sucks, despite repeated complaints (at least 7-8 times) in the last 2 months still the problem is not resolved by them. They are not taking the product back and neither fixing the issue. I feel being cheated of my money by this company. My email id: [email protected]

I really don't understand all the negative reviews. This is a 2nd tier provider which emphasizes no frills, inexpensive voice and text communication. Of course they don't offer all the extras and customer service that the top providers have. I've used AT&T, T-Mobile and Sprint and in my opinion Virgin Mobile's call quality is on par with these providers. Sprint has acquired Virgin Mobile, by the way. I live in the Los Angeles and depend on reliable voice and text communication. In this area, they are more than sufficient. If you're a teenybopper looking for the latest games, downloads, and handsets, then I suggest you look elsewhere.

PAST subscriber for more than 5 years. Learned VM not interested in keeping customers.
Wanted to switch from older model to one with keyboard. Both kyocera.
Wasted 2 entire mornings trying to switch phones.
No help available!

They're trying to keep the money left in phone.
Don't have a land line. Completely dependent on cell.
Also learned that competitors love these stories.
Again, VM not interested in keeping subscribers!

VIRGIN MOBILE IS NICE AND I GOT REALLY EXCITED WHEN I HEARD ABOUT THE 25 DOLLAR PLAN BECAUSE I HAD BOOST MOBILE AND I WAS PAYING 50 DOLLARS, DONT GET ME WRONG BOOSTMOBILE IS GREAT!! I LOVE BOOSTMOBILE ITS NEVER FAILED ON ME AND I HAD FOR ABOUT 2 OR 3 YEARS SO I WENT ONLINE AND CHECKED OUT THE VIRGIN MOBILE PHONES AND I SAW THE RUMOR TOUCH AND I BOUGHT IT I WAS PLANNING TO TEST IT OUT FOR A MONTH AND I RECEIVE THE PHONE I TRANSFER MY NUMBER TO IT AND I WAS JUST READY TO USE IT AND NOTHING WORKED EXCEPT CALLS ALTHOUGH THEY DO WARN YOU THAT IT TAKES ABOUT 4 HOURS TO GET YOU CONNECTED WITH THE NETWORK OK I WAS PATIENT AND WAITED AFTER THE FOUR HOURS THE INTERNET STARTED WORKING BUT MY TEXT MESAGES DIDNT!! THAT WAS THE WHOLE POING OF SWITCHING BECAUSE IM A TEXTER I DONT REALLY TALK ON THE PHONE AND THEN I CALLED THE MORNING AFTER BECAUSE I TRIED CALLING AT NIGHT BUT THEY WERE ALREADY CLOSED I TALKED TO CUSTOMER SERVICE WHICH BY THE WAY IS HORRIBLE!! THEY DONT EVEN KNOW WHAT THEYRE DOING, WITH BOOSTMOBILE THEY WERE SO CONVINCING AND THEY ALWAYS FIXED MY PROBLEM RIGHT AWAY THEY WOULD TRY EVERYTHING AND IN MINUTES THEY WOULD HAVE MY SERVICE UP AND RUNNING AGAIN BUT VIRGIN MOBILE SAID OH WE FILED A REPORT NOW U HAVE TO CALL BACK FROM 24-72 HOURS TO SEE IF IT WORKS! THEYRE MAKING ME WAIT TOO LONG.. VIRGIN MOBILE U DISAPOINTED ME! :(.. IMA TRY IT OUT FOR A FEW MORE DAYS IF IT DOESNT CONVINCE ME IM RETURNING THE PHONE AND GOING BACK TO MY BOOSTMOIBLE SANYO INCOGNITO WHICH WAS THE BEST PHONE AND SERVICE I HAVE EVER HAD!!

I have been a Virgin Mobile USA customer since 2002. The reviews on here have led me to believe that most people buy a prepaid phone thinking that it will work exactly the same way as their friend's or family's "smart phone" (such as an iphone etc) and have the same features etc. Prepaid cell phones are primarily for communication (text and voice). They are not for playing games, downloading lot of mp3's or thousands of graphics or other things that have been mentioned. The other companies prepaid phones work the same way. If you want fancier than what you get with VM, GoPhone,TracPhone, or the others, you are going to have to have a good credit rating and lock yourself into a 2 year contract. VM phones are basic voice/text phones, ok. Nothing more. So don't come on here posting a bad review just because your virgin mobile phone will not do you want it to do.

It is true that Sprint (whose network VM uses--Sprint now owns them, btw) has never developed their network to the extent that the others have.

VM, like the others, posts its coverage map right on their website. They do not keep it a secret. Sprint's network only works will in the eastern half of the country and along major highways and major cities. They don't have much of a network in rural areas, if at all. You will have to get ATT GoPhone or something else for that.

My experience with VM has been very good to excellent for 8 years. I don't call for customer service issues. I find that I can top up and do anything else that I really need to do on their website without calling them.

Once again, if you are looking for a "smart phone" type of service with tons of features, stay away from pre-paid. If you are looking for communication abd basic mobile web service, then I highly recommend VM.

No way of getting custom pictures / ringtones on or off your phone except through the expensive "Virgin XL" website which has a pitiful number of items. Virgin deliberately cripple the phones to stop you doing anything useful with them.

HORRIBLE EXPERIENCE! I purchased virgin USA last night for family to keep in touch since my Father just died. They finally got the kinks worked out this mronign so it would work. However, no signal. I found a place in the house where I could get one line but when I tried to put the phone to my ear or move, I lost the signal. I moved all over testing it to see if there were places it would work, it would work enough to place the call and use time, then lose the signal. I made two calls 4 and 5 minutes while holding it in one place with the speaker on. Unnaceptable, so I called to cancel. They said because it was in coverage area according to their records and I was able to get a signal SOMEWHERE, their policy did not allow any refund. I wound up out 60 dollars for 17minutes and only 9 minutes of conversation! I even explained my situation, they did not care. policy is policy. DON"T RISK IT!

I wish that virgin usa didnt have this new way of downloading games because it use to be alot easier to find the games now u have all these websites on one game and half the time u can't even download them please just make it like it was before

I have been a customer for several years, using no contract plans for a phone bought off the shelf at a discount store. My first phone's screen went dead after a couple of years of very light use. In general, this is a great plan for someone who wants a phone to use occasionally but not as a primary phone. The reason why my rating is so low is because of customer service -- it's horrible. The on-line choices for top ups don't match the offer we received in an automated phone call ro my home phone. When I tried to call using *VM, as suggested in the automated call to my cell phone, it wouldn't connect. When I tried to top up and change my credit card number on-line, the computer wouldn't register it. When I tried to call the customer service phone number, I couldn't get a live person. When I sent an e-mail, the reply sounded as if I weren't really trying, and it gave me the phone number again. Aaaagggghhhh. Finally, after many calls and punching the 0 button repeatedly, I got a person in India who spoke so quickly that I kept having to ask her to repeat, but she managed to get things set up again. No one should have to work this hard to pay for a top up. Oh, yes -- when I got an e-mail asking me to give feedback, the completed form wouldn't up load back to the company. Can't Virgin handle modern technology?