Virgin Mobile Customer Service

This number is intended for those seeking customer service or information from Boost Mobile. Former customers of Virgin Mobile can also call this line for customer support, as Virgin Mobile transferred its U.S. customers to Boost in 2020.

Although this number was previously a Virgin Mobile customer support line, it makes no mention of this fact when you dial the number today. When I called, I was greeted by an automated message thanking me for calling Boost Mobile.

Boost’s automation software immediately recognized that I was calling from a number not associated with a current Boost account. In fact, I was calling in an attempt to find out whether or not my phone was eligible to be switched from my current carrier to Boost Mobile.

The customer service line doesn’t have a traditional automated menu structure. Instead, it employs an automated voice that prompts you through the call. While this might sound good in theory — no sitting through a bunch of menu options that don’t apply to you — in practice, the voice prompts feel a bit like an interrogation.

After being correctly identified as a non-Boost customer, I attempted to voice my desire to get information about my phone’s eligibility for service on Boost. No matter how I tried to word this request, it was unsuccessful. I made four different attempts and each time I was informed that the automated system did not understand what I wanted. Each time it provided examples of things I could ask for — you can say things like, “payment,” “activate,” or “balance” — but even shortening my request down to one word like “eligible” or “switch” didn’t do the trick.

I can’t say whether the problem was with the words I was choosing, my propensity for not enunciating clearly, or my phone connection, but it was clear I wasn’t going to get much out of Boost’s voice-prompt system. Eventually, the automated system acknowledged the futility of the effort as well, and my call was forwarded to the customer service center.

Before being connected to a live representative, I did hear another automated message, a no-nonsense voice informing me that Boost charges a $4 agent fee to make a payment through a human representative. I was then told that the current wait time would be eight minutes and given instructions for how to pay my bill online through Boost’s website. 

There was no option for a callback, so I waited on hold for just over five minutes. When I was finally connected to a Boost representative, I was quite thankful to be speaking to someone who could actually understand my voice. Unfortunately, after a quick check of my phone’s IMEI number, the rep informed me that my phone was locked to my current carrier and not eligible for service with Boost. 

I found Boost’s automated menu difficult to work through. The system doesn’t give you many prompts, so you’re left guessing about which words it might understand well enough to get you to the next stage. I imagine customers calling with a more straightforward issue — like making a payment or checking a balance — would have an easier time navigating the system.