Virgin Mobile Customer Service Issues

I am having difficulty reaching someone beyond the telephone staff despite multiple attempts over the past few days regarding new charges. The issue I am facing is with the listed contact on my account, my husband, who is unable to communicate over the phone. There also seems to be a problem with my password, which was recently changed by a team member. Perhaps due to language barriers, there has been confusion. I am still waiting for a standard letter to make necessary changes, which has not yet arrived. I would appreciate guidance on how to connect with a team member who can address my concerns and help resolve the issue. As a long-standing customer, I am quite dissatisfied with the current situation. You can reach me via email at [redacted] or on [redacted]1.

I suspect Virgin is selling phone numbers to Chinese scammers. My spouse and I have owned our numbers for over ten years and experienced this issue only after switching to Virgin. The number of automated Chinese calls we receive daily is extremely frustrating. The calls range from tax fraud scams to travel offers, causing inconvenience and, at times, additional roaming charges when we're abroad. This was never a problem with other service providers we used in the past.

We were unaware that the phone needed to be unlocked before transferring the number to a new provider. After unlocking it, Virgin Mobile closed the account, and now we are unable to get the phone unlocked for service. Despite speaking with both T-Mobile and Virgin Mobile representatives, we have not received a clear resolution since 9/24/19 when we switched to T-Mobile. We aim to save money and are disappointed by the lack of guidance provided. We do not wish to purchase another phone and face difficulties as we are about to embark on a trip without a usable phone. Any assistance in unlocking the phone would be greatly appreciated as we look to move forward with our services. Frustrated in Phoenix, Arizona Acct. George Grant & Vicki Grant Phone # [redacted] Pin #[redacted] IMEI # [redacted][redacted] Master Unlock Code: [redacted]

I need assistance with my recurring billing issue with Virgin. My contract was supposed to be £35.00 per month with a £5 discount until the end of the contract. However, my recent bill was for £40, and the current one is for £43.50. I am frustrated with having to repeatedly contact customer service to question these discrepancies. I am at the point of wanting to switch from Virgin due to these ongoing problems.

I visited the Virgin Mobile USA website to seek assistance with unlocking my phone. I completed the contact form, providing all necessary details for unlocking my phone or receiving an unlock code. It has been 7 days with no response other than an automated email referencing case #[redacted]0 for future inquiries. I simply want my phone unlocked to switch to a carrier that allows hotspot usage without extra charges. I pay for 6 GB of 4G LTE data monthly and believe I should be able to use it via hotspot before it expires. I bought the phone from Virgin Mobile in [redacted] and have been a prepaid customer for years, maintaining a good standing with autopay enabled. Their delay seems unnecessary, possibly to retain me for another month.

On November 13th, I contacted customer service to request that my device be unlocked, as I have been a customer for over a year and met the requirements for unlocking. They provided me with a ticket number and informed me the unlock process would take 48 hours. When I followed up on November 15th, they assured me the device was unlocked, but upon testing with a new carrier's sim card, it remained locked to Virgin Mobile. After researching FCC regulations, I discovered they are legally obligated to unlock my phone within 48 hours unless stated otherwise. Despite requesting to speak with a supervisor and being promised a call back, I had to follow up myself. The company has not appropriately resolved the issue, and I urge them to unlock my phone immediately.

I had my services suspended for non-payment. I made a payment of £30 on 14/11/19 to cover the outstanding amount and the next bill due on 16/11/[redacted]. Despite making the payment, my services were not restored. I contacted virgin mobile on 15/11/19 at 8am and was informed that something was blocking my account. They said a request was sent to the technical team for unblocking, which could take up to 24 hours to resolve. I called again at 5pm as my services were still off, and was told the original case was closed but another urgent request had been made to unblock my services. Today, on 16/11/19, my services are still not working. I spoke to the billing and technical department who advised me to contact the collections team, which is closed until Monday. Despite being assured by different representatives that the issue would be resolved within 24 hours, I am now being told it will take an additional 48 hours. I am frustrated by the lack of apology and the lack of resolution for a problem that I just want fixed promptly.

I am looking to have my cell phone unlocked so I can start using the device I own. I was a loyal Virgin Mobile customer for 8 to 10 years. I never experienced frequent service disruptions and always paid my bills on time. I have been waiting for 2 days for the unlocking process, which I feel should have been completed sooner. I have been in contact via email and have a case number of [redacted]5. I want to handle this matter professionally. If they can take my money each month for their service, they should honor my request to unlock the phone. Please send me an email when the unlocking is completed, instead of trying to retain me as a customer. Thank you.

I am unable to access my old account [redacted] on PayPal as I mistakenly sent $1,[redacted] to that account. I have since sent the money to my current account [redacted] However, I am trying to recover my [redacted] account, but if I forget the password, it requests my old number which I no longer have access to. How can I recover my old account [redacted] without using the old number that is no longer in use? Your assistance would be greatly appreciated.

I recently purchased a new phone from Virgin to replace my old one. I specifically requested that all settings, contacts, photos, and other details be transferred exactly as they were on my old phone to avoid unexpected charges. Despite being assured that everything would be the same, I later discovered that my bill was significantly higher due to data charges. I hardly use data as I primarily rely on WIFI, and I feel deceived by Virgin. I only use data for emergencies and a few emails per month, so the increase in charges is unjust. I am seeking reimbursement for these additional charges and feel taken advantage of by Virgin. I wonder if this is a common practice when customers upgrade their phones with Virgin.

I am dissatisfied with the service provided by your company. I was assured my monthly bill would be $45.00, yet it is now $50.85. Furthermore, I received an email notifying me that my fees would double starting in February, which was never mentioned during my initial phone call with your representatives. For the past two years, I was charged $56.00, including a phone. Now, without the phone, I am being billed $50.00. I am disappointed in the lack of transparency. In addition, my attempts to contact customer service were unsuccessful as the calls were disconnected. I have decided to switch to a different provider.

I was able to leave a message by pressing the # key to send when recording on an iPhone. Now with my Samsung A50, I can't find the send option to leave a message on the recipient's answering machine. When I press the # key, it asks if I want to leave my phone number instead. I'm unsure which key to use to send the message. Recipients are saying they haven't been receiving my messages. Thank you.

Hello, I am overwhelmed by the constant influx of marketing, spam, and scam calls, averaging up to 10 calls per day. I am seeking assistance in blocking these unwanted calls using the "Block Anonymous Calls" feature. Do you have any effective techniques to help me address this issue of harassment? You can reach me at [redacted] or [redacted] I appreciate your prompt and efficient cooperation in resolving this matter urgently. Sincerely, Alexandra V. B.

I have a Virgin Mobile prepaid phone that has been inactive for a few months. When I tried to reactivate it through the Virgin app, it directed me to Sprint, indicating the number is now with Sprint under a different account. I just want to know the steps to get my phone reactivated, even if it means changing the number. I would appreciate any assistance in getting my phone back up and running.

I have been a satisfied Virgin Mobile customer for a while. Recently I tried to upgrade my $35 monthly plan to the $45 one, but the website mistakenly enrolled me in the $60 plan twice. I attempted to correct it with no success. As a result, I was billed twice for $65 each on my credit card. After a frustrating call with customer service, I disputed the charges with my credit card company. Now, my Virgin Mobile account is suspended, and I am willing to pay the correct $45 fee to restore service. Any assistance would be appreciated. Thank you. - Brian S.

I have a Virgin Mobile account for phone number [redacted] with vKey/PIN code [redacted]. I haven't accessed it in a while and now it seems to have transitioned to Boost Mobile. The Virgin website doesn't recognize my login. I have $[redacted].66 in credit that needs to be used by April 30, [redacted]. I'd like assistance in transferring this to a Boost Mobile account to update my credit card information and activate a new plan. It's been difficult to reach customer service for help. Can someone please assist me with this issue?

I have been trying to reach customer service for weeks. When I called Virgin's customer service number today, I was offered a free Caribbean cruise twice, and also a senior's special offer. However, there was no way to avoid these interruptions, and if you don't agree, the call gets disconnected. We signed up for Virgin wireless internet, but the technician couldn't set it up without disconnecting our router and landline, which we are not willing to do. Please cancel our wireless internet service for Paul Spiers at 29 Fairview Crescent, Sarnia, ON N7S 4C8.

I canceled my Virgin Mobile service many years ago, switched carriers, and got a new phone. Yet, I can still make calls from my old Virgin Mobile phone. When I contacted Virgin Mobile for information, an automated message said they were going to charge my credit card $30. I am confused as to why Virgin Mobile is trying to charge me for service I canceled years ago. I would appreciate an explanation. Thank you.

I'm experiencing an issue with not receiving a physical bill, and recently noticed a sudden increase in my bill from $61 to $81 within a few hours after already paying $61 on February 1st. I have minimal phone usage, only about 10 minutes per day, and do not send texts due to delivery issues. I would like to request the immediate cancellation of my service. Thank you. – M. Lee

On 1/12/20, I contacted Virgin Mobile via email to inquire about unlocking my phone for a switch to Spectrum Mobile. Virgin Mobile informed me that Spectrum would have the necessary details and no additional steps were required. When I reached out to Spectrum on 2/12/20 to activate my phone, I discovered that Virgin Mobile did not unlock it. After Spectrum contacted Virgin Mobile, John assured us that he submitted a request to unlock the phone, providing a case ID #[redacted]67 and stating it would take 48 hours. Upon calling Spectrum on 2/14/20 to finalize activation, they confirmed the phone remained locked as the previous case had been closed. I contacted Virgin Mobile again on 2/14/20 at 8:30 PM, and a representative gave me an unlocking code to share with Spectrum. Unfortunately, Spectrum mentioned they could not unlock a phone from another carrier. After detailed discussions between Spectrum and Virgin Mobile, a new case ID #[redacted]04 was issued with a potential 24 to 72 hours timeframe for the unlock process, leaving me without a phone for 5 days.