Virgin Mobile Customer Service Issues

I have been a Virgin Mobile customer since the early 1990s. Recently relocated from Delaware to Colorado and wanted to switch to a local phone number. Visited a Boost office to update my information and was informed to wait 72 hours for the changes to take effect. However, when I called the new number [redacted], it went straight to voicemail without ringing. The voicemail indicated the old Delaware number [redacted]. When attempting to make calls, I was prompted to connect to a Sprint operator and have a credit card ready, even though I have sufficient funds on my account. Attempts to resolve this with Boost in-store, online, and with Virgin Mobile were unsuccessful. I suspect that the issue arose from transferring service to a newer number. Can I request a refund as none of the services are functioning as expected?

I upgraded my plan to get the Samsung S10 with Virgin on May 14, [redacted]. Despite not receiving the proper support to transfer data between phones, I managed to do it myself. The new phone started overheating quickly, so I decided to return it. It was a frustrating process that took 4 days and 9 phone calls to finally receive the return waybill by email. I had to repeatedly explain my situation during each call despite assuming notes would be on file. It was tiring to be asked to call back if I didn't get the waybill. It seems like a systemic issue that Bell's system couldn't generate a printable waybill promptly. Hopefully, Virgin stores will reopen soon for an easier resolution. Dealing with the upcoming billing problem post-return is worrisome, especially if I have to rely on phone support again, which wasn't a pleasant experience previously.

Several years ago, I acquired a VM phone plan that was being deducted monthly from my account. I hardly use the phone except when I'm driving, totaling only a few hours of usage. Recently, when I attempted to use the phone, I was informed that I needed to provide a credit card for the service as it had switched to another carrier from VM. I have been paying less than $20 every three months as per the plan I initially subscribed to, with the understanding that as long as I maintained the payments, I could retain the plan. As an 87-year-old who rarely needs the phone except for essential matters, particularly during the current pandemic for medical appointments, I am troubled by this change. My telephone number is [redacted]. How can I go about resolving this issue?

I recently acquired a Virgin Mobile ARC flip phone for use with Assurance Wireless. After following the steps on the Assurance website to swap phones and entering all the necessary information, my phone prompted me for initial programming by pressing ##VIRGIN#. However, when doing so, I received an error message stating "Service is not available. Error: 06-07-[redacted]" and advising me to contact Virgin Mobile at 1-[redacted], which turned out to be a disconnected number. Upon reaching out to Boost Mobile for assistance, I was advised to contact Assurance for my account number. Communicating with both Assurance and Boost Mobile has been challenging due to language barriers. Despite exchanging emails with Assurance, I have yet to receive the information needed to activate my phone. If the issue is not resolved promptly, I risk losing my service.

I have been trying to contact you, but it seems difficult. You recently sent a new SIM for my old mobile phone, but it was delivered to the wrong address where we used to live five years ago. I live in Witney, Oxfordshire now, and you have sent us equipment in the past here when we were Virgin customers. Your PAC service has not been working for three weeks, and there have been issues with updating your databases. I have a new phone and number with another company, so I'm fine with my old phone being deactivated in 10 days. Please cancel my account with you as your administration seems ineffective. My email address is [redacted]. Thank you.

My name is Mr. Patrick Corrigan, and my account number is FA[redacted]6. I have held this account for approximately eight years. I ceased my direct debit about four months ago as I have not been using my mobile phone. However, on Friday, July 31st, I received two letters (which seemed threatening) dated July 27th and July 29th, stating that my services were suspended and requesting payment of £40.75. To my surprise, on Saturday, August 1st, I received eleven more identical letters. Then, on Tuesday, August 4th, I received two more letters dated July 31st, demanding £48.90. I understand I should have contacted you earlier to cancel. I have been trying to access my account but failed due to my changed email address. I apologize for any inconvenience and would appreciate a prompt resolution. My phone number is 01[redacted]58.

Order Number: [redacted][redacted] Model: Samsung Galaxy S20 Plus Email: [redacted] Mobile: [redacted]0 Address: 2 Ashgrove, Methilhill, Fife, Scotland KY82DU Hello, I placed an order for a mobile phone on Monday, 17/8/20. I completed the order process, received confirmation emails, and signed the agreement. I was informed that my phone would be delivered on Tuesday, 18/8/20 by YODEL and provided with a tracking link. However, upon checking the tracking link, it indicated that the parcel had been returned to the sender without any attempt at delivery or leaving a card. The tracking information only advised me to contact the sender, which is Virgin. Despite reaching out to customer support, I have not received a satisfactory explanation or resolution. I am concerned as I shared my personal details but have not received the phone. Your assistance in this matter would be greatly appreciated. Thank you, Derek Y.

In [redacted], I switched my cell phone service provider from Virgin Mobile. After cancelling my account, I started getting emails with the subject "Bill Pay Payment was created/updated" with timestamps like "08/23/[redacted] 12:00:05 CDT." Although I contacted them to be removed from their database since I was no longer a customer, the emails continued. I am looking to speak with a representative from Virgin Mobile to address this issue and ensure I am no longer receiving these emails.

I am currently using Assurance Wireless. I recently upgraded my phone from a Coolpad to a UMX. However, I have not received the UMX as promised, even though I paid for the shipping. I am fully disabled, and I find the UMX more user-friendly than the Coolpad or the Wikio. I have tried contacting Assurance Wireless, but they keep redirecting me back to you. I would like to receive the UMX I was promised and paid for. I would appreciate your assistance in replacing my phone. My name is Philip Rose and you can reach me at [redacted] or email me at [redacted] Thank you for your help in resolving this issue.

I have been trying to resolve an issue with my Samsung phone purchased from Virgin over a year ago. My husband's health crisis prevented us from activating it until now. I'm having difficulty getting Virgin to unlock the phone, and I urgently need it due to my husband's illness and my own age. I was promised a call from a supervisor, but after waiting for two hours with no response, I'm frustrated. I paid a significant amount for this phone, considering my limited budget on social security. Despite being told by HSN that they couldn't help, I believe Virgin or Boost should be able to assist. The misinformation and unfulfilled promises are very distressing.

I have been using a pay-as-you-go Virgin Mobile for over 14 years. Upon turning it on after a few months, I received a "SIM card registration failed" message. I originally got the Virgin SIM card in England, but now live in Switzerland. I have moved between different countries over the years, including Switzerland and Scotland. My address is now at my brother's place. I last used the phone to text about three months ago and believe there was around £30 credit left. I am aware that Virgin is undergoing changes. I would appreciate any information regarding my mobile and its number. Thank you. Chris Tay.

Hello Assurance Wireless, My name is Frank Frumento, and I am experiencing an issue with receiving a replacement phone. On 10-27-20, I spoke with a representative who assured me I was eligible for a free replacement. I provided my address: [redacted] Newhall St, Second Floor, New Haven, CT, 06[redacted]. After processing the order, the representative confirmed I was all set. I was told to call back on 10-30-20 for the tracking number. When I called on 10-31-20, I was informed that I was denied the replacement without explanation and would need to pay $25 plus shipping. Due to illness, I cannot afford this cost and have been a loyal Assurance Wireless customer. I kindly request assistance in resolving this matter promptly. Please reach out to me via email at [redacted] as I currently do not have a phone to receive calls. Thank you for your help and have a great day. Sincerely, Frank Frumento DOB: 07/05/77

I used to live in unit 5 at [redacted] St. Joseph Blvd, but I recently moved to unit 87 within the same building. I notified the company about the unit change and requested a service team to assist with transferring my services. Despite their initial visit, I missed the technician. When I inquired about the next available appointment, I was informed that the previous occupants of unit 87 were still present, causing a delay in my service transfer. The team mentioned that if time permits, they will proceed with my setup once the previous residents vacate. Although there was briefly a working connection when I first attempted to set up the Wi-Fi at the new unit, it has since stopped working entirely. I am seeking assistance to reestablish services from unit 5 to unit 87. I authorize entry into the premises in my absence as I have extended work hours.

I recently opened a new account with Virgin Mobile. Initially, I was double billed in the first month but the second charge was later refunded. In the second month, I was double billed again and was unable to access the funds to pay for a dinner due to this mistake. I decided to cancel the preauthorized payments. Furthermore, my phone data was used up at a faster rate than usual without any notification, resulting in additional charges for data usage after my account was already credited for the double billing. Despite assurances from customer service, I have yet to receive the promised credit and refund of the unauthorized payment. My account balance is now at zero, and I need the owed $[redacted] to be returned promptly as I face the possibility of my phone being deactivated tomorrow. I am extremely frustrated with this experience and have decided to close my account with Virgin Mobile for good.

As a senior who solely relies on their phone for calls, I am in search of a simple flip phone with a clear speaker and large keys. I noticed conflicting prices for the Great Call Lively Red Flip phone on your website, listed at $29.99 in one place and $74.99 in another. Could I buy it via Amazon and still use one of your prepaid plans? Given my minimal call usage, I'm looking for a prepaid plan that doesn't require monthly purchases or bulk minutes. Could you provide details on your available prepaid plans, their costs, and the sign-up process? I came across your website through a Youtube video. Thank you, W.A. Rogers

I have a prepaid Virgin Mobile (number: [redacted]) that I top up annually with $[redacted]. The previous expiry date was July [redacted]. I was used to the balance decreasing based on my calls, with the expiry date staying the same. Recently, the system changed to deducting $10 monthly on the 12th, even on days when I don't use it. This also alters the expiry date. I prefer the original system of topping up with a prepaid card, reducing the balance by usage, and maintaining the same expiry date. Could you please clarify the reason for this change and revert to the previous system?

I am Juan A. Calimoso. I have two cellphones with Virgin Mobile (now Virgin Plus) under the same number. Due to financial difficulties, I need to cancel my services. Being an 84-year-old senior, I am finding it hard to keep up with my bills. The cellphone number in question is 1-[redacted]. I have an automatic deduction set up with CIBC Guildford. Will this deduction stop once I make this cancellation request? Thank you.

After falling asleep with my browser on, I woke up to a $[redacted] data overage charge from Virgin mobile. Despite receiving texts warning me about exceeding my data limit, they cut off my data at 500MB instead of the promised $50 over. I just want them to charge me for the overages or at least a fair price for the extra data, not the exorbitant $[redacted] per gig they are asking. I spoke with customer service, but after a dropped call and multiple attempts, I ended up paying $[redacted] without having my service restored. When I contacted them again, a different agent said they couldn't help and now I'm left unsure of what steps to take next.

Hello, I am seeking help with unlocking my Alcatel 2051X mobile phone as I transition from Virgin Mobile's service to a new provider. Despite my Efforts with Virgin customer service, I have encountered difficulties in convincing them to unlock my phone. I am facing a challenge as I receive an unlock code that did not work, leaving me with limited attempts before being locked out of my device entirely. Could you assist me in unlocking my phone or provide clarity on the legal responsibility for its unlocking? My purchase history outlines the challenges faced during the purchase process, further complicating the unlocking issue. Best, Lorraine

I received a final notice from Virgin on August 29, [redacted]. Last week, the notice indicated a final balance of $[redacted].42. When I called Virgin to settle my bill, the representative mentioned the exact amount without me having to provide it. I promptly paid the $[redacted].42, which was confirmed as a zero balance. However, I've been struggling to reach a helpful person for 3.5 hours today, almost 4. I've faced several disconnects and have been continuously transferred without resolution. I paid the full amount stated on the final notice, and my aim is to have my phone services connected as previously intended. It's frustrating to encounter obstacles after fulfilling my payment obligations. I seek assistance in getting my services activated without unnecessary delays.