Virgin Mobile

FIND A BETTER PROVIDER FOR CHEAPER – Long-term customer of Virgin Mobile, contacted customer service today. This interaction has completely turned me off of using Virgin Mobile services. Ever. Virgin Mobile was extremely unprofessional, backtracked, and did not honour the guarantee from the customer service representative. Customer service sounds like they're operating overseas. … Read more

Their prices are expensive ($80+tax for 12GB) relative to their competitors, less than subpar services are not warranted for the price.

Their Customer Loyalty branch does the complete opposite of their intended purpose.

I DO NOT RECOMMEND VIRGIN MOBILE, AND WILL NEVER USE THEIR SERVICES AGAIN. Find somewhere cheaper with better quality services and customer service. I've never been so frustrated and disappointed with a company and will be moving my loyalty elsewhere. Just because you're paying more does not mean that you will be getting better service. I heard that Bell or Rogers is good.

Cancellation fee of contract will be equal to the amount that you will pay to ride their overpriced services out.

Dodgy – Not surprised that they discontinued. When i opted out within the 2 week cooling off period only to find out later that THEY tarnished my good credit rating. I wasvmeant to write this ages ago.

Worst customer service I've ever experienced – Spent 4 hours on the phone trying to complete basic account setup and sim activation. The customer support was so lacking it was infuriating. They never respond to calls, wait times are ridiculous and every department just passes you on to the next without providing any help. I would never sign with this company or purchase any products from them, it is impossible to receive the support you will undoubtedly need. Show details

Reliability, quality products, sad to see you go! – Over the past 16 years, I have been a very happy Virgin Mobile customer. I began on a prepaid sim. And, since then I changed to a postpaid plan. Many new phones and upgrades later, I am still a Virgin Mobile customer as i’ve Always been served by staff In the best quality of customer service, where I was never dealt with like another number. I am… Read more

extremely sad that Virgin Mobile must come to an end. I will be lost when you’re gone! My whole adult life, having a mobile phone has been taken care of, until now. I’m so glad I still have a year or so left with you. No idea what i’ll Be doing next!

Sad to see Virgin being phased out :( – I have been a customer with Virgin for 8 years and have nothing bad to say about the company. They have always been very helpful, never been overcharged, and if there's been a slight issue it's been dealt with prompty and professionally. I am really sad that the service is being phased out and I desperately do not want to switch over to Optus.… Read more

Once my contract is finished I will now have to go with another provider. Wish they would still keep it going :(

Sad to See You Go – I moved to Virgin Mobile from Telstra almost 10 years ago because Virgin offered way better deals price wise than Telstra did. When I was leaving Telstra I will never forget some rude customer service person in a Telstra store laughing at me when I said I was going to Virgin and he also said to me "You'll be Back." Since I moved I have had nothing… Read more

but 10 years of good service from Virgin Mobile and continued great deals on new phones and plans. I am sad to hear that the business is being shut down by Optus and now I have to figure out who will win my business.

Unsatisfactory Customer Service – A demand for a payment has been made with a threat to engage a debt collection agency. TEN requests to provide details of this bill have been made, but there has been no response. The requests include dropped out phone calls; emails which were acknowledged but never answered; verbal conversations with Customer Service representatives in the… Read more

Philippines; a telephone response checking on the "service" provided. Payment has been made to stop the threats which are unnecessary and distressing. A letter from Virgin responding to my requests for details would have been appreciated. There would be no problem in paying for a genuine detailed bill. Customer Service is totally unsatisfactory. Incorrect verbal statements have been made with no justification. Instead, irrelevant information has been sent. There has been no attempt to deal with the question. IF a detailed bill exists, I would like to receive it. If not, a refund would be appropriate.

Absolutely disappointing – Virgin mobile is the worst service you ever know and absolutely disappointment. They been lying for two and a half saying that they fix the problem. And now still same and my credit history is screwed coz of that fools clam. And now I'm losing my house because of them. And when i call them they put me on hold for over an hour then no one care

made a bad credit history for me – I purchased a service from Virgin back in 2013 and had so many problems during the year, got so tired talking to random people in their customer care or communicating with them through emails.. after many different service disruptions, I asked them to cancel my service and I switched directly to their parent company, they started generating fake… Read more

bills (up to 300$) regardless of my request, and finally they reported me to a debt collector in 2015 (which I was not even aware of), recently I applied for a loan and saw there is a default in my credit history. I strongly recommend to keep away from them...

I am not a customer of Virgin mobile but I get a bill to pay. So DODGY – I am not a customer of Virgin mobile but I get a bill to pay for $2480. once i called the customer service, there is no call record and no detail of what service i have availed. the only thing mentioned on the bill is name, a fake address and amount due. what a dodgy service. its been 35days and this is not resolved. horrible customer service and… Read more

dispute resolution team. Had to take to tribunal for creating dodgy invoices and no even verifying an applicants details before processing for a connection or service.

Very Dodgy Not To be Trusted – Virgin Mobile are crooks and shouldn’t be in business as they lie and cheat to gain an advantage. Had to take them to consumer tribunal to get remedy from misleading information on handset water resistance that their stores sales staff advised me. They agreed to pay out the full amount but wanted me to to sign settlement agreement only on the… Read more

condition I withdraw the claim first before paying me the funds. I made it clear from outset this wasn’t going to happen but they tried to sneak the clause in. When I refused to agree to this clause they withdrew the offer. My legal advice was not to agree to withdraw until after they paid and funds were cleared. Their offer wasn’t a consent order which has to be registered with the Tribunal and is enforceable through local court if if not paid Also suspicious they wanted to pay by cheque not direct deposit into my bank account. Do not trust them and probably why they have to close shop in Australia.

RIF OFF/ worst service I ever had – I have a post paid plan for 24 months with $55 monthly . When my contract nearly ended, they change my monthly plan to $70 a month without sending any notice. I ring the call enter and they told me it was automatic upgrade because I have reached my monthly data allowance they said, which far from the truth. I have nearly unlimited of data a month… Read more

in my home internet, how come I exceeded the data I had in my phone? They did not send an invoice/bill to determine the due date and because I did not pay the late pay they charged me and the $20 they add to my original plan, they terminated my account and charged me the remaining months. I told them I will pay the remaining months if my account be activated again, as I don't want to pay the service that I do not use. Are they allowed to charge late pay without sending invoice/bill regularly? They did not activated my account but keep asking me to pay the amount they wanted me to pay without proper liquidation. BAD BAD BAD SERVICE.

Very poor Customer Service – Debited payment even though I had cancelled plan. Was then told repayment would be made via cheque as they could not credit my account. Unacceptable in this day and age. Very disappointed as had been a loyal customer for over 30 years but glad I switched to Moose.

very bad what we spoke with phone to charge ; they charge more what we agreed. no body do payment by phone – my phone no : 0431579443. yesterday I called and told to pay $94.17. that's what we agreed to pay. then I gave my credit card details. they charged $113.17. Today I'm check the credit card. that's why I saw. I"m very very upset and peace off. don't believe them.

Bill issued incorrectly – Now I have had a phone conversation on day I cancelled contract and lady said you only owe Virgin Mobile $29 and now they want to charge me more. Even though I have evidence of what they said on the day I cancelled contract. How Unprofessional! Show details

Scam text messages – Would VirginMob please freakin stop sending text messages to my phone about my account! I have NEVER had a virgin mobile account! I have called your ? bogus customer service number- which is a Phillipines call centre sharing the same building as Optus ( who I have a PRE paid account with)- and all you want is MY personal details! I can't block… Read more

your text msgs and I think this is freakn outrageous you have continued to harass me last year. Again. I have never had a service of any kind provided by Virgin mobile!

Terrible service, no reminders about reaching mobile data limits – Did not get any text reminders that I was reaching or had gone over the mobile data limit. Still charged for it and would not negotiate. Terrible service. Good riddance. Show details

Poor service!!!! – I have to wait over 10 minutes on hold just to speak to a customer service operator because the virgin mobile stores have closed (not my problem), I send my phone in to get repaired due a faulty phone took 10 BUSINESS DAYS with them smsing to phone back (on hold for another 10 min) they cant do anything about it theyll send it back taking another… Read more

10 BUSINESS DAYS for me to take it to the apple store to get fixed and they will partially refund me 1. Faulty phone not my fault 2. I also have insurance 3. Will not have the phone for almost a month 4. Wasting my time on the phone with them doing nothing Never want to be involved with any of virgins companies ever again.

Not worth 0.0000000000001 of star.

Misleading transfer offers – I am having a horrible experience regarding transferring my service to Optus. The offer I was given was that the current charges on my service would be waived if I transferred to Optus. I have recently received a final notice for the amount in the offer that I was told would be waived. When I spoke to one of the consultants via the chat line. … Read more

I was told that amount would only be waived if it was my last bill. I would be more than happy to pay a final bill but to be told I still have to pay this amount plus my final bill is disappointing. When I clarified that it did not state this condition I was told and then proceeded to tell me since I had one last bill after this billing period the amount of the bill would stand and I would have to speak to the billing department to organize a payment plan. Disgusting service...the consultant apologized and said she understood why I was upset...but did not acknowledge that the offer was not written in a way to clarify these conditions. And judging by the similar comments on product review Virgin Mobile should be paying attention as to how many unhappy customers they have.

Disappointing – Worst phone company- misleading website, poor customer service. Can see why it has been phased. Richard Branson would be appalled. The. Implant now is very badly run and it is obvious why it is folding Show details

Glad they out – So good this company is out, rubbish, customers service the worst ever thanks god. Enough is enough stealing and misleading people with bad manners and the wait on the phone my god, you know a company is bad when you waiting more than 30 mn seriously disgusting anyhow no more people bless

Rip off! – I’ve been with them for years, signed up with a byo deal and was charged full price from day one. $100 extra I paid over 10 months, and when I tried to fix it no one could help me. My data, which was part of my plan, I could not access at all. Tried to fix this multiple times to no avail. Now to add insult to injury have been sent another bill… Read more

after I’ve changed provider. don’t waste your money, they will overcharge you for services you can’t use!!

Disgusting – I cannot recommend this company less. After being happy for years, they started cutting off my service without even sending me the bill. They will not engage and offer me a resolution, and even after lodged a TIO complaint they STILL breached their direction and cut it off again! Today, after trying to engage them again, I was threatened that if I… Read more

did not make a payment of 1000 ASAP they would cut it off again. I called the TIO and they have to remind them yet again they cannot do this. They are the worst type of people and for other reasons I do not have access to a landline, so continually compromise my personal safety by turning off my service.

Ripped me off – I had a horrible experience dealing with Virgin Mobile when trying to transfer my plan over to Optus. They charged a Bill after I had already changed my service and they are going to charge me again for the effective period when I had changed my plan to over to my new operator Optus with pro rata fees. I would definitely not recommend this… Read more

company they are happy to take your money and there customer service is unhelpful at resolving any queries which you might have.

Virgin will rip you off - Never go with them!! – Compared to other providers this company is pathetic. They try to rip you off with any little chance they get. Their customer service has never been good at solving issues when it comes billing matters. Other providers are always negotiable on billing when they over charge you.

Can't spell – My gripe with Virgin is their support system and contact team. I haven't received my account due statement on many occasions because their seems to be a problem with their staff spelling my name. My name is Jennifer they keep spelling it Gennifer!!!!!!!!! I received a msg on the 1/1/19 to say that l needed to pay the bill otherwise my service… Read more

would be suspended on the 3/1/19.

So l went to pay online but you guessed it, obviously they decided to block my account immediately. So l finally was able to contact them on the 2/1/20 using my husband's phone.

It was confirmed they still have my spelling as Gennifer. FOUR TIMES l had to correct them, about the spelling.

I asked after paying the bill when will my service be restored and the advice was oh immediately, just restart your phone.

That was over 24 hours ago and l still don't have service. Go figure!!!!

So just as well they are phasing out of Australia because in my opinion good riddance.

I might beat them to it and phase them out sooner.........

Virgin giving us a “F”inal overcharge! – Besides the regular black spots, and system queuing / delay, I had finally left virgin a few weeks ago. I was late by week or two paying final bill which has been now paid in full and Then I was receiving emails from virgin threatening debt collectors and virgin chasing up $$$ after last bill paid! And hope that they don’t sc**w us over… Read more

with the credit rating too...

I have always been polite at all times to them on the phone and this is how I am treated on breakup.

A TERRIBLE company!! UNHAPPY – A TERRIBLE company!! A TERRIBLE company! Awful customer service - they really don't care. They overcharged me, but refused to believe that I was right. Due to the bad service, I changed suppliers and then they chased and threatened me for about $116 but it supposed to be $10. Later they charged me $45. Customer service is 0/10. They make me wrong. They thought that customers are fool. I would like to not even 1 star.