Virgin Mobile UK - www.virginmobile.com

Wish I could give ZERO stars!

Been with Virgin Mobile since they started, 20 odd years back. I have now switched to another company due to their appalling service over the last few months.

Three times I have had an email saying I have opted to cancel my monthly contract (I hadn't) - the last time they cut me off, leaving me without a phone. I live in a remote rural location & rely on my phone due to medical issues. I don't want to think how many hours I have wasted either on the phone, or waiting for call backs from them which never happened.

On the final occasion, I was told they would give me a call on my landline in 3-5 DAYS to let me know what was happening (they didn't), but it was extremely unlikely I could keep the number I have had for 20 years. Contacted Lebara, next day I had a working sim for their network.

It is a pity, when I started with VM they were very helpful. During the last few months...

Date of experience: 27 October 2023

Dubious customer services rang Virgin ,connected to an Indian call centre because i was getting a daily " half naked Asian lady picture message text costing me 50p per text . .

Reply by call centre "That is okay you must sign up for picture text " we will cancel it " .

Firstly never signed up for this or any stupid picture text service (maybe someone had my phone number and a way of doing this perhaps on commission ) and secondly the call cost me over £3 minus £2:50p for 5 pictures...needless to say cancelled my monthly rolling contract.

During the majority of my time with Virgin the voicemail feature did not work, it kept on having to be reset but would always revert to not functioning and, despite many attempts the Virgin staff were unable to resolve this, which for such a standard feature is atrocious in this day and age.

Also I was charged an exorbitant fee from a trip abroad when I didn't use my phone once, when I contacted customer service to politely discuss this I was shocked at just how abrupt and rude they were; both the initial representative and the manager. It was this experience that was the final nail in the coffin for Virgin Mobile for me.

I have now moved to a network that is cheaper, with better coverage, has friendly customer service and wait for it... lo and behold working voicemail!

Disgusting customer services. Staff talk over the top of you , speak to you like dirt then hang up on you when they don't know how to resolve a problem or cant be bothered to sort anything out. Mis sold contract as I was told that it would be capped as I have a son with special needs. Find out that no It hasn't been capped and when I took out the contract it wasn't for 2 years but 3. I find this out a year later and they refuse to do anything about the issue and just state that well this is what it is and there is nothing you can do to change it this is in their words. Not all calls are recorded and those that are , are only kept for 180 days so wouldn't even go back to the time I took out the contract to clarify this. Apparently they don't have access to recordings but can send them to you. would like to know how they send them if they don't have access to them. I currently have 3 contracts with them and if this is not resolved I will be pulling all of them and don't even think of plenty chargers as it was mis sold in the first place you are in breach of the contract. if Virgin see this I want a written apology for the way I was spoken to and staff need further training and disaplinery action taking occardingly .

They cancelled my service claiming that I exceeded my data in December. However, I barely used my phone at all this December, and was turned off most of the time, making this impossible. They now demand £58, along with another £38 in data charges.

Customer services then hung up on me when I confronted them over this. This matter will be reported to the police and become a criminal investigation if they don't sort it soon.

Tried to use my phone abroad, checked with virgin before leaving and was told it was all set up and ready to use. When trying I found I couldn’t make or receive calls, on returning I spoke to virgin and was told I should have called them, would have loved to, With What. If and when you ever get past the robots and through to a person you need a translator.

I've just had a totally unjust bill from Virgin mobile charging me £75 for some phantom mobile data usage- A member of the team agreed to waive my fee and then rescinded it...a manager openly admitted that he thought that the fee was unreasonable in his opinion but that he couldn't rescind it despite offering me £15 back. So 110mb of data for £75- thanks Virgin. I have been with the network for 15 years and they couldn't care less that they are treating a loyal customer like this...so disappointing and unnecessary.

very poor deals compare to competition. Small data limits with massive charges for going over. Cant even set data to switch off when reaching free limit.

Will be leaving them very soon.

The worst customer service I've ever experienced I opened a new 2 year contract with them they sent a faulty sim. Took 2 weeks to receive a new one, I made a complaint as I had a new phone with no network for 2 weeks, kept contacting them they then said I agreed to close the case which I never did. They were so rude and arrogant saying if you don't like it make a complaint to a third party.

I have to stay with them for 2 years for me they should not be aloud to do this the way they treat their customers

I've always had generally great customer service with helpful staff. however, I was advised when upgrading my phone that the j5 Samsung was a really good phone. I've never had such bad advice, awful cheap quality that shattered with minimal effort after 4 days.