I have been a Virgin Mobile customer for 2 years now. First in the United States and now here in Canada. I would have to say that Virgin is top notch in all areas. They did mess up my billing on a number of occasions, but the call center staff resolved every issue without a fight. Always polite and informative.

I would rate them 4 stars due to the number of billing errors.

I am on their prepaid plan now in Canada while I evaluate the other major options. I will report back later about my specific experience with that.

The pricing is great, no catches as far as my service options, easy to add new minutes to my phone and it is running on the Bell network!

There are no negatives that I can see. I have nothing but good things to say about Virgin and I vote 5 stars.

Love Virgin. Great work - hooked up 5 friends with their pay as you go plan.

Last week I tried to top up my "pay as you go" Virgin phone through their website but somehow my credit card was expired and needed to be updated. Try to update the expiry date through their website however I could only get the "Oops..." error message. So I figured I'll wait a couple of days as I only use this phone for emergencies. Tonight I try, but again, only get the "Oops..." error message. So I called Virgin helpdesk so that my card can be updated so that I can finally top up my phone. After telling the representative my credit card number and its new expiry date and after waiting a couple of minutes I am told that there is something wrong with my card and that I needed to call my credit card company. I indicate to her that I am sure there is nothing wrong with that card as I have used it several times prior to calling them. Anyway I called the credit card company and to my surprise???... not only that my card was OK but as well just in the last couple of minutes prior my call, two consecutive amounts of $28.00 were charged from Virgin to my credit card???? I called Virgin back indicating to them the above mention and talked to the supervisor. This is an OBVIOUS mistake of their own. I only asked to delete that extra $28.00 as this was an obvious mistake. But no...first it has to show on my invoice and then they'll have to investigate.

If you go to most store and get mistakenly charged twice for something like groceries or a shirt you get re-imbursed on the spot. Why does it have to be so different when the customer is not dealing with the sale rep in person. Maybe because a mad customer cannot be seen by others as inside a store and therefore is not as damaging. However, I hope my written words carry some weight to warn others about Virgin Mobile.

I just got my new Virgin Mobile phone a week ago. I got the LG Rumour. i LOVE how they dont have any stupid system access fees or 911 fees.

The plan i have is awsome!
i get unlimited texting
unlimited nights(7pm to 7am)
unlimited weekends
100 anytiume minutes

I used to have telus and rogers before that and Bell before that. Virgin Mobile is totally the best i have ever had!

They have excellent phones for like 50% less than everyone else sells them for!

i LOVE Virgin Mobile!

Virgin is horrible for pay-as-you go plans. Their 200 minute $20 plan does NOT include any long distance calls - in fact, you have to have a seperate "Top - up" account where YOU put money in so that it can be deducted with your minutes any time you make a long distance call - otherwise you can't make the call. Try it if you don't believe me. This is the reason they give you "credit" when you sign up so that you don't notice this until your 10-day refund period is over. By that time you will be stuck with a phone and a provided you want to cancel with. At this time the "best" customer service will drive you nuts for days and 2 weeks later you may be able to have a useless phone that you can't get rid of because everyone else is well aware of their crap and their "billing problems". If you need more proof why you should stay away from Vrigin Mobile google "virgin mobile complaints" and the first link should be more than enough proof.

I LOVE Virgin mobile! I've been with fido, telus, bell mobility... and this is the best so far. I've been with them since '06 and no complaints so far. Customer service is pretty good. You actually get to talk to someone. I recommend Virgin mobile.

Virgin Mobile Canada is a Scam!

DON'T EVER BUY ANYTHING FROM THEM BECAUSE THEY"D NEVER HONOR THEIR WARRANTY!

I bought a flashy Nokia that comes with 2MP camera, it just works for a few months then DIED! After much complaining, they agreed to take it back, and you know what, they kept telling me they'd send me an envelope so that I can send it back to Nokia for repair or replacement.

The envelope never come and after making 24 calls including demanded to speak to their supervisor, they just make empty promises and 6 weeks later, the envelope still never appear at my door step. And they will never let you speak to anyone in the warranty department, which prompted to think there is no such thing!

I therefore concluded Virgin Mobile Canada is a scam!

Never ever buy anything from them because there is no warranty whatsoever., this I can testify!

thexstories [a] gmail [.] com

i can't find this answer anywhere.. this isn't even a review... buttt... i was wondering if you can text if you're from canada but going to the states??? on a pay as you go phone.. ? please someone answer me :)

i'm having the SAME problem with the texting from canada to the states on pre-paid. I'm wondering if you have to be on a plan or something, i'm from the states and everytime i text someone from the states they recieve it but they can't text back because it says "the phone number is a landline" it's so frusterating! Customer Service so far has not been the greatest for me, as they still haven't figured out the problem-

although, i'd really like to stay with them because they do have pretty sweet rates vs. anyone else out there in canada.

After two years and a few errors, I try to update my Credit card. They say the cc is canceled, so I call the cc company. Not canceled, everything is correct, they have records of virgin charging me. Virgin will do nothing. Get a new cc or a new phone company... I'm leaning towards the latter.

Virgin Mobility Canada should lose their licence to operate in Canada,that is how bad they are.My phone hasn't work for 5 days and i have been calling the support center every day but all i get is the run around nobody at the support center know what they are doing or care enough to try to fix the problem.So now they said that they send a reguest to the technician for tech support and that it would take 24 to 48 hours for a technician to contact me,well quess what it has been over 48 hours and still no call from tech support.Anybody looking for cellular provider pay the extra couple of dollar a month more and stay away from Virgin.

I lost over $87 in my prepaid account due to being unable to access Virgin Canada's website to top up. I cannot even send an email to them to complain! Spoke to a customer rep yesterday(the day my balance expired) and was told the balance would NOT expire. Now they say they "will look into it". In the meantime I am without cell phone service. Very poor customer service.

Virgin Mobile continues to decrease the amount of time before a prepaid balance expires. For $50 the time limit used to be 120 days then 90 days and now 60 days. This used to happen to gift cards as well - now it is illegal for gift cards to have an expiry date. If everyone complained about this it might stop cell phone companies from practicing legalized theft. 7-Eleven has expiry dates of 365 days and Petro Canada has 180 days - why can't the big cell phone companies do the same? Because their main interest is profit not providing good service at a reasonable cost.

I give virgin mobile a solid four stars beacause I have had my phone for two years!! and it is still working great, the top up cards can make me want to get a plan but been there done that with bell and they screwed me over real good. The phone I have is awesome for what I do which is basicly texting and phone calls and sometimes i download the odd ringtone or game but it is great. Absolutely phenomenal coverage in southern ontario respectively, Would defenitely recommend virign pre paid over any carriers with plans

They are totally incompetent. The website would not accept a valid credit card # and nor will their reps. I've been calling for 4 days everyday to have this fixed and now even the toll free says: OOOPPSS we have a technical problem, it would be awesome if you can call us back. I called back 2-3 hours later only to have the SAME message play back. It's a shame! Plus your minutes dissapear when you make too-free calls! I was told that if the 800 # is in Toronto, then it was probably consider a long distance call! But this is just stupid. They are incompetent!!! Stay away if you can.

Run- don't walk to another provider. You do not get a bill. Our phone worked well for months and then the bills suddenly went through the roof- $200 in a few days. Usually they had been $15 a month. No idea what happened. Spoke to supervisors and kept calling. Finally chucked the phone. Their customer service is poor. Their plans can suddenly change without explanation.
And the phone kept giving out halfway through the calls.

If there was ZERO star choice that is what I would have selected. I feel completely ripped off by this company and when I got frustrated I called them only to wait about 20mins for them to hang up in my face because they couldn't properly answer my question. These phones are a 100% RIP OFF. I have heard TONS of complaints on this and never took anyone’s advice but I sure wish I had.

I do a lot a traveling in NS from Cape Breton, to Halifax. Every time I get an incoming call on my phone they redirected the calls from Halifax (where is had the phone registered) to wherever I traveled. Only to find out when I am $200 down on pre paid cards, not to mention the cost of the phone they don't have roaming and I was being charged every place I went to for long distance WHEN I HAD INCOMING CALLS.

I called them up and asked where this warning was when I was signing up for a package. I was told its pre pay and there is neither agreement nor contract. I came to a conclusion that they pretty much have a license to SCAM the money out of your wallet. VERY VERY HORRIBLE phone and I feel super violated for purchasing one.

Please take my advice and DO NOT BUY VIRGIN MOBILE.

This Virgin shit is Gay.. i cant get a plan too young yuu need youth plans. like jeezus.

Customer service is the worst in Canada, even worst then Bell, and thats really bad.

Not worth it. I've tried Virgin Mobile and they're not worth the purity of the "virgin" name. Its far too costly, their cards expire too soon, they got rid of their $10 cards and $10 prepaid plan, and they give you your balance in dollars, not minutes. I kept feeling like they were milking me for money. None of their plans are adequate for regular usage without paying a fortune.

I would recommend Petro-Canada and 7-Eleven's SpeakOut. I wish TracPhone was available in Canada.

Phone was cheap. For 30 bucks you can buy refurbished phone with 20 bucks time included.
Only problem is that phone is crap and customer service is crap too and too bad I didnt save my receipt. Never again to buy this BS service and phone.

well a few things.

1. the camera phone i just got, it also has blue tooth. You would think that you could use the camera to take a picture and download to a computer for free.... not they have blocked that one. .50 cents to download a picture you took with your camera to your computer no way around it.

2. i cna't get gmail or yahoo mail to work in the crap browser.

3. my 1st virgin phone was about 3 years ago, rates were about half then, and expirey dates for top up cards where very much longer. they steadly screw their customers as you get used to them.

4. my old phone number, well if I was visiting victoria bc, and someone from victoria bc called my phone and didn't push the 1 before the area code (as my phone number was from the same area code) the phone would just say out of service. My hundreds of ad money down the drain, my customers were going else wear, i had to have a customer on the street tell me ( i talked to them a million times, tec support, they are all full of it, haven't a clue they said get a new number ??

I hate talking to someone that can't speak english for help, that sucks. they are a english company in a english nation.

Too bad "zero stars" isn't an option. Do not use a credit card to top up or pay your account. Once they have your card number you will be charged for items not ordered, calls not made and texts not sent. They will tell you you will be reimbursed but it will take dozens of e-mails and phone calls. If you ask to speak to a supervisor, you will told none are available but one will call you back - they don't. My credit card charges were refunded but only after in excess of $500 was applied to my account in two months and it took 3 months for the refund to be issued. Truly the worst customer service I have ever seen.

Just got hooked up Xmas 08 with the LG Rumor on Virgin Canada. Great phone, great reception, super customer service. Their prepaid plans are the best in Canada, only Fido comes close. Cons - their association with Bell Mobility, meaning the hardware is CDMA and not GSM. Whatever...I'm still happy. Not sure why some people, after all these years of mediocre prepaid plans, still seem hellbent on believing there's some Utopian Shangri-La of prepaid plans out there. Virgin Mobile has done a great job of setting themselves apart from the other "providers."

AVOID VIRGIN MOBILE

I have been in a billing nightmare with this company over the past 4 months. They accidently charged my credit card over $80.00 and are reluctant to give the money back. I have called the company many times to complain and can not get past the customer service people who sweetly say that there is nothing they can do, that the issue is with billing and "NO" I may not speak with the billing department directly.

Having just cancelled my pay as you go account with virgin, I feel the need to express my horror story with their customer service.
I received a virgin phone in september as a birthday present. I attempted to activate my phone online, and when that did not work, I made my first call to customer service. little did I know, this would be one of many.
After SEVERAL phone calls to customer service, (we estimated over 20 for this issue), my phone finally got activated in november. Two months after my original attempt at activation. During these phone calls, the representatives spoke very kindly and polite. The only problem is, they didnt listen to a word I was saying. So at the end of the two months, I finally got the chance to speak to a representative with some brains, and they realized that they had the wrong serial number. It was off by ONE NUMBER. All of the times I recited those numbers to them, not one of the representatives realized the mistake that had been made. So finally, my phone was activated.
Everything went great for the month of november. since I bought an LG rumour, I was supposed to have three months of free unlimited texting. When december hit, they told me that was the end of my three months, although my phone didnt even work for the first two months. I called customer service again, and demanded that they give me two more months of unlimited texting, and they told me the issue would be fixed, and they would add some money to my account so that I could text. Well the issue never got fixed. So I kept calling. Every time, they would add 35 cents to my account, telling me that I would be able to text unlimitedly, and then I would send two text messages and discover that my account balance was zero. Obviously this issue was not being fixed!
So i put 15 dollars in my account. Begged them to fix the problem. I would text for a couple of days, use up the fifteen dollars, and then have to call virgin to get them to refund my fifteen dollars. This cycle continued until last week when I decided to cancel my service with them and go to a different company, having wasted 130$ on a phone that worked for only a month when I had it.
Now, the final straw was when I spoke to a customer representative that ACTUALLY told me that I should be grateful that they kept refunding my money. He said, in these exact words which I will never forget, "I don't know what your problem is. Even if the issue isnt being dealt with, we keep refunding your money." Well, obviously, Matt from customer service, im SICK AND TIRED OF CALLING YOU GUYS TO FIX A PROBLEM THAT SHOULD HAVE BEEN FIXED FOUR MONTHS AGO. And this is when I broke. I started crying and screaming every time I called. Nothing worked. No one fixed this issue. I tried speaking calmly, speaking sarcastically, yelling, screaming, crying. Looking back on the last few months, I can't believe that a phone company stressed me out THIS much. Having called customer service roughly 50 times, I wasted a LOT of my time on something that never even got fixed.
So, since I'm so "ungrateful" that I had to deal with morons every other day, I cancelled my service and sold my phone.
PLEASE, for the love of god, DONT GO WITH VIRGIN MOBILE. Their customer service representatives are payed to be nice, but end up being complete incompetent douchebags.

I got a Blackberry with plan thru Virgin. when discussing plans with the sales rep, I told her that I understood that email and browsing were separate features and that you could have either. She said no, NO, thay are the same thing, so, of course, in the end, since they are NOT, and either she lied to me or she doesnt know what she's selling, I get useless e-mail only and no browser. THEN, of course, I get insufficient network coverage when I try to log-on. Then, when I try to 611 to see WTF, I get my calls dropped between Llod and edmonton 3 times of 4. I finally get a rep on the phone, then tells me I gotta be on 1X EVO. Well, kind Mr. Phone Rep, how do I do that... WHere are the settings locd where i can change that. He says he dont know and someone will call back. 3 days later today Im still waiting.

VIRGIN - YOU GUYS ARE WASTING MY MONEY, AND MORE IMPORTANTLY - MY TIME. I will never give Virgin once my contract is up, and if I have just a few more issues, im gonna give them their $1000 to settle up the contracts on my, and my wifes phone and just consider it a "peace of mind fee", and if ayone asks me what I think of Virgin - they are the worst..

I agree with many of the other posters. Zero should be a rating option. I have been using VM prepaid plan with a Razr. The battery has always sucked. Thats not news. The real problem is the rip-off charges for plans. Yesterday I topped up the phone with 25 dollars. My girlfriend phones long distance. 200km away. The call lasts about 1 hr 20 minutes before time runs out. Ok, Fair enough. Today, in anticipation of the call, i decide 50 dollars would be better, should get twice the time on the call. Happily talking away, boom, time runs out at 1 hr 16 minutes. I call the customer service for an explanation. The less than helpful rep informs me it was an outgoing call. So, I say, ok, explain why on one day its is 25 dollars and the next its 50 dollars for the same incoming call from the same number. Naturally they can't explain, so I request all my time and payment lists for the last year. Of coarse they agree, confirm my email and say they will send it out promptly. Nothing in the mail of coarse. I am fed up with no answers. $ 75 dollars for less than 3 hours of phone call Is criminal. I had Rogers and Telus previously and never had this kind of poor service, and they were pretty bad. I won't even get into the hassles with the online top-up crap. Running out of choices for Cell service.

I heard some good things about virgin..and i was thinking about switching from telus to virgin.. but it looks like every company sucks..

To try and answer some of you wondering about TEXTING using Pre-Paid to the USA.

I'm a long distance trucker from Canada. I have a sprint phone and my wife uses Virgin Pre-paid. It doesn't matter where I am in Canada or USA as long as I have a digital signal I can send text, BUT she doesn't always get the msg. My phone will say Msg sent.

I cannot count on that as a fact. We don't know which company to blame, Sprint or Virgin, because I don't always get msg's she sends.

Lets say to be fair, its a 70/30 split. 70 to the GOOD.

A trucking buddy has a phone with Verizon. It appears to me that he is getting 90% of my text message.

Hope this helps.

Watch out with Virgin Mobile. They suck you in. Then when you win the dispute, and think it's over, you get harrassed because NOONE KNOWS WHAT THEIR DOING. Was lied to from the beginning, so I fought it and won. NOW I'M BEING HARRASSED FOR UNPAID BILLS BUT IT WAS CANCELLED AND NOONE KNOWS WHAT THEIR DOING. AND THE GUY LIED FROM THE BEGINNING. STAY AWAY FROM THIS COMPANY.

horrible experience.
ordered a prepaid phone online - supposedly have $25 activation credit on it.
Nooo - they said you have to top up to get the $25 activation credit. WTF!

top up $15. still no *bonus* $25.

The waiting on customer service is long.

they are polite, but can not (or will not) help you.

I will not recommend it.

Turned in my LG150 for the 160. Went online & followed the prompts to activate it. Entered the correct ESN # but received their classic "Oops" message. Checked My Account in the 160 which read "Connection Failed". Dialed ALL of their trouble numbers to find out why, received the idiot prerecorded replies. Finally after 30 minute wait made contact with foreign sounding woman amidst background noise so bad I couldn't communicate with her. Out of frustration I tossed the LG160 in a bottom drawer and went back to President's Choice Mobile.

WONDERING IF TOP UP $15 HAS FREE INCOMMING TEXT

Virgin Mobile charged my credit card over $900. in extra fees in one month, and refused to even discuss the problem with me. I have reported them to the Better Business Bureau and the Attorney General's Office. Do not do business with these people.

im wandering if anyone can answer my question. i like in winnipeg, manitoba canada and im currently with MTS phone company. they told me i can hook up a virgin mobile phone through them(MTS). does anyone know how good virgin phones work on with mts? can anyone answer my question please

Everything was fine until one day I got a text from them saying that there was a "problem" with my credit card. [march 2009] I called my card company and they said there was no problem at all. So Virgin has a problem. I call them at their 611 service and get this really annoying "fake" friendly recording that sounds a bit like a teenage horror movie and after 45 minutes on the phone with one brain dead helper after another I am finally told that I can no longer use the Visa card that I use for everything. I can assure you that my credit is excellent and there is no problem whatsoever with my card. They then suggest that I go find a prepaid card somewhere (in other words, buzz off).... great! So now I am dropped off their little plan. This happened spontaneously for no reason whatsoever, there is nothing wrong with my card and there have been no chanmges. Then one of my friends told me.... Virgin is dropping hundreds of people off prepaid Visa card based plans so that they can get them back onto paying 30 cents a minute!!!!! Wow! There are now thousands of people with the same story. Even worse, they will waste hours of your time and never tell you that it is their policy to screw you this way. This is totally dishonest and makes Virgin no different than any of the other cell companies out there. I no longer have any loyalty to Virgin and will be switching out to another company right away. Watch out for Virgin; dishonesty and lack of service with a creepy smile.

Signed up in 2006 during the "honeymoon period" mostly to get the no-frills Nokia phone and the long-lasting air time.

I was happy for about 8 months and then they started chipping away at the air time expiry until it basically became just another pre-paid service with a DEFACTO $15/month requirement unless you buy the $100 (while also raising the per-minute rate).

Basically I feel like I was bait-n-switched only to end up with a service pretty much just like Bell, Fido, Telus among others.

Ever since Virgin branched into fixed rate plans, they have been systematically degrading the deal for pre-paid customers in an apparent effort to "graduate" them onto daily or monthly rate plans.

When the phone or battery dies, I will ditch Virgin and get either Speak Out or Petro Canada.

The best part has been the NOKIA 6015i - this thing is indestructable!! My friends with fancy phones have to keep replacing them 2-3 times a year on average. This thing has been dropped many times, has twice fallen into a snowbank, I have sat on and even slept on it (with over 250lbs) a few times - I only wish I could use it for another provider.

I must also admit that above ground reception has been awesome and delivery of calls, voice and text messages has been more reliable than what my friends on the Rogers network get.

However, what I care about most is airtime expiry - being able to "nurde a $2 balance for weeks if I'm too broke to buy a $15 card and still have voicemail & caller ID. So this is my last Virgin.

I have got my SCH-R610 only yesterday but I'm so far pleased with the result. I have a couple of problems but in every case, the problem was me doing something wrong.

The biggest real bug I've seen so far is that to get your phone activated, you have to enter a long hexadecimal serial number... and although the casing (uppercase / lowercase) is not supposed to matter with hex numbers, on their website (virgin mobile canada), it DOES matter. You have to enter the hex digits in UPPERCASE, not lowercase. This is an example of a web programmer who has not done his job properly. No other company will offer you unlimited internet for $7 per month for sure. I can view clip on Youtube as much as I want for $7 per month, use google maps and even use msn live for $7 with a $20/200 minutes plan. (which is more than I need) Long distance calls are another expense but you can buy a long distance call card for $5 that gives you 94 minutes (valid for 30 days) by calling to an 800 number... so why bothering?

I would like everyone that reads these message that Virgin Mobile is on of the worse cell phone company.
I have Only been a member since Sept 2009 and I have already hade enough!
I paid close to $200 dollars to this company due to I miss two months.
I make a payment online through my bank and I call to have my phone turned back on with a ref number and they won't.
I can't understand at all..
My husband has an account through Telus and they are amazin they took his ref number and turned his phone back on!
Thats a great cell phone company!
wait a go Telus kepp up the good work!

Virgin Mobile's prepaid plans are terrible for those of us who don't talk much due to the short expiry days. If you want 1 year expiry you have to buy the $100 topup. For comparison, 7-11 offers 1 year expiry on $20. Petro Canada Mobility offers 120 day expiry on their $20 topup which is not as good as 7-11 but still much better than Virgin Mobile.

I am switching from VM to 7-11 or Petro Canada for this reason.

i need a phone 4 20 dollars

Sadly, Virgin customer service has degraded over time and now has the worst customer service reps that I have ever dealt with. They are uninformed, disinterested and generally worthless.

Sorry, that was supposed to be a one star rating (no stars is not an option).

Sadly, Virgin customer service has degraded over time and now has the worst customer service reps that I have ever dealt with. They are uninformed, disinterested and generally worthless.

I havent had many problems with Virgin Mobile recently, but before was another story. Their anytime rate is really expensive and their plans now are more expensive than they were b4. Also, the csr dont know much about the plans, phones and company and are only interested in selling you a phone and lockin you into a contract. The best advice I can give you for buying a phone from any company is to buy it from a store if you can. That way, if anything goes wrong, you can go 2 the store and complain directly to them. If they refuse to serve you, then you can make a scene, which will definetely get you your money back. I was using MSN Messenger with my prepaid RZR when they messed up nicely on my billing and the whole $25 that I jsut put on my phone was gone within an hour. I called customer service to get this fixed but this didnt change anything as they kept me on the phone for hours. I had to call repeatedly and the cs reps just acted as if they couldnt do anyting. So I went to the store and got the dumbass at the booth to fix everything for me. He made the call to the customer service and I got my money back within 30 mins. THe best companies in Canada are Telus for CDMA and Fido for GSM

Another piece of advice is to go on prepaid for a couple of months before goin on a plan. Buy you phone outright instead of goin on a 3 year contract so you can get the phone for free or for cheap. That way if anything goes bad, you can always chuck the phone or sell it without having to pay 300 to get off your contract. IF you go on a contract, then you'll be paying way more than the phone is acutally worth. Another thing is buy your phone online. THe LG rumour is sellign for about 150 on some sites while Virgin is charging 299 for it, and it is old technology. Most of the phones available on North American markets, esp here in Canada, are of VERY old technology and inferior quality to ones found in Europe and Asia. IF you buy a phone online, you'll be getting a better deal on a better phone. Hope this helps

As a pay as you go customer, it is the most expensive and frustrating plan. We only use it sparingly, because you put $15 on the card and it declines by 40 cents every day and when you go to use your phone OOPS you have no money left. The phone was expensive and we love it, but I had a hard time trying to contact them as we did not have the password, I found nothing on their site that tells you the balance declines daily. I have pay as you go on Telus I put $10 on my phone and it lasts for a month and I pay only for usage. Much better price. Virgin should also WARN you about this practice when you buy a phone card.

I really like Virgin's customer service. Never had a problem calling in. Lack of phones is my only problem with them. Come on Virgin, release a new phone!

I would give Virgin negative stars if I could. I started a pre-paid account with them just over a month ago in Manitoba. From day one, I have not been able to receive a text that was not from Virgin. I have called customer service at least 10 times about this, and was finally given tech support which don't return my calls. As soon as my minutes are up, I am going to switch to a different provider. Do NOT get Virgin if you live in Manitoba.

When you are arogant and greedy as Virgin Mobile is, one day you end up losing everything. I can't stress this part enough: "these people are a scam and will legally rip you off." Still, should you choose to take up the challenge, chances are soon you will feel frustrated, then helpless, and ultimately ignored.Stay away at all cost.

I got the Samsung m300 with the $15 pay-as-you go dealio. I had no problems getting the $25 start-up bonus either. I use my credit card to top off every month, and it is working with no problems, that is, as long as I stay in Canada. Drive 5 minutes past the US border, all signals are gone except for a chick's voice saying that you can use your credit card to pay for long distance calls. Take that same phone for a ride across the Atlantic, and now it becomes a glorified alarm clock as it will not even try to find a provider.

The phone itself is nothing to write home about, but it works well enough for a cheap phone.

I had switched to this method after leaving a Bell plan that was costing me $200 a month, so i really can't complain about the service I am not receiving through the pay-as-you-go.

I would give my experience 3.5 stars (if .5's were an option here)

i got virgin prepaid when it first came to canada - very cheap and reliable. but they slowly raised prices and shortened the length of how long a card would last. just struck me as a typical corporate money grab. i'm looking elsewhere now. but maybe they are all the same?

I am extremely disappointed with Virgin Mobile's customer service. I purchased a pay-as-you-go phone at Costco in Kitchener, Canada. I told the young man I had a heart condition and only wanted it for emergencies and to call my husband. At 63, I'm not interested in texting and don't even know how to do it. I noticed that my phone seemed to be buzzing a lot and was surprised to see a sign that said textmessage coming up. I did not pay attention to it because I wouldn't even know how to receive it! When I went to buy $100 worth of minutes to last me a year I was told I had only $10 worth of minutes left even though I had only used the phone six or seven times. The young lady at customer service was insistent that I had to pay for these unsolicited texts from a company called Text and Win??? Some were $5.00. This is ridiciulous. I never gave my approval to such texts and never opened them. Do you pay for a long distance call if nobody answers? I got nowhere with her and was told my complaint would go to another department but that they would give me the same answer. I have disconnected my phone but I want my money back. This is fraud. Perhaps the people working these kiosks get a commission for giving out numbers just registered to new cell phone users. None of my family members have ever experienced this with Koodo or Speak Out and they text all the time. Solution?

On Virgin Mobile's instructions, I sent my LG160 phone in for warranty service to Cellulab in Montreal on June 2, more than six weeks ago. Virgin said warranty repairs take 2-3 weeks. I called Cellulab for status, they did not call back and since late June there is no answer at Cellulab's service desk. I don't know if they received it or are working on it. Over the past two weeks Virgin Mobile's customer service has been telling me that their back office will look into it (No response, cannot talk to them); that I would get a call from a supervisor (No one called back); just sit tight and wait (Until when?). Avoid this company.

All cell phone companies will give you trouble, or all cell phone companies will give you happiness. I've used them all often holding 2 companies at the same time, all reimbursed for business purposes. As of July 2009 Virgin has the least expennsive plans when compared to Bell, Rogers, Petro-Canada and Sears Canada. I signed up for the 10$ per month plan, I get back 5$ per month for 30 months on account, and while I have no free minutes, paying 10cents per minute is not unreasonable. It's not a service for a blabbermouth teenager, but it serves the purpose well for others. I use the telephone at work for outgoing calls from 9-5, I use the telephone at home for outgoing calls, and I have a Bell Long-Distance card which I use from payphones for 5cents per minute calls anywhere in North America. Do your homework, set yourself up properly and you will survive.

I've been a Virgin customer since fall 2007. It was good at first. The rates were good and the plans reasonable. Recently they've been going down hill. Two examples:

First off, they supposedly support roaming within major cities in Canada. This was fine in Toronto last year. But when I recently went to Winnipeg (no jokes please, it's on Virgin's coverage map), I got no service at all. Nor did my partner. All we got were recordings from MTS saying that our provider was not recognized by their network. Virgin customer service was not able to help. Nor was MTS's.

At some point while I was in Winnipeg Virgin snatched my balance. Of course this was my fault and it was only a few bucks, but I will point out that had my phone been working, I'd have gotten their reminder message.

Secondly, since getting back, I've been trying to top-up my phone. I've tried every day for a week, but with no success. I tried to top-up in three ways: Via the handset, by logging onto their website, and by calling customer support. All customer support systems seem to go down at once.

All in all, I've had no service for a month.

I finally managed to talk to someone only by pretending (to the phone system) that I was a new customer and then waiting a long time listening to highly distorted muzac. One shouldn't have to jump through such hoops, just to pay one's bill.

I've been with VM for more than 3 yrs with little or no problems that have not been successfully dealt with. My "plan" is 60$/mo that includes unlimited texting and unlimited incoming daytime calls. A bit steep, yes, but still the most cost effective pay-as-you-go in Canada in my opinion!

After more than 3 years with virgin my phone broke down and basically, they told me to get new one.... Koodo offers me a new phone with a similar plan and theyre plans are generally cheaper.

I loaded my $100 pay as you go (valid for 365days) end of Feb/09. Only to find out I only have $0.20 left as of Aug.1/09. The phone is only used occasionally for emergencies so I expected it to last over 1 year no problem.

Never knew I would have to pay $2.00 to view my transaction history for the last 60 days only, then I would have to pay $2.00/report for each subsequent week report. This would mean I have to pay over $25.00 to try & find out where they siphoned off all my money. Is this legal???

The worst phone as well as company that you can be a cutomer too.I had a $20 a month plan for 200 anytime minutes.I made 4 phone calls totaling no more than 40 minutes and my balance was down to.20 cents.No deal.This company is the worst

Broke down on the 401 yesterday. I was outside my calling area. No problem I picked up my Virgin phone. I have the $20 a month plan that is taken off my credit card each month. Tried to dial and I am told I do not have enough funds left to make the call. I have to buy some time and top up my phone. They ask for my pass word. I am stuck in the middle of a 4 lane highway. A man comes up to me and I use his cell phone to call for help. When I get home I phone Virgin. A nice lady who tells me I can't make long distance calls on a $20 a month plan unless I buy a top up. This was news to me. Last year I was in another calling area, had a death in the family and phoned the UK on my $20 plan.

I asked, since they had my credit card already when they bill me, why could they just not deduct the long distance cost from my card. I was told "can't do that" you have to buy a top up for long distance outside my calling area. Again I am in a dangerous situation, in heavy traffic. I don't have time to be loading up minutes. I was told to just buy a $100 top up and I have a year to use it up.

Thats almost $9.00 a month on top of the $20 a month I pay. (just in case I need to make a long distance call.

I cancelled at once...

Any suggestions who I should go now? I refuse to pay SAF's.

Maybe I should wait for "Wind" to start up.

I guess I just just to blond.

READ THE FINE PRINT, now your are in business! My Prepaid has served me well for 4 yrs, while working, then in retirement. Remember these phones are not toys, so use common sense. I carry a VOX LD card which offers $.04/min for babbling on. Oh, and I don't use my VM to notify people I am buying groceries or in a coffee shop line. I do carry a list when shopping and use a land line to check for messages. And did I mention READ THE FINE PRINT!!

i have been with the virgin mobile company since 2006 always on the prepaid service(actually its just recently that virgin mobile canada changed from having no contracts and promoting that to having contract plans as well as prepaid service) i always thought thier customer service was the best the people were always understanding and extremily nice they were all in our country what i mean is they didnt have accents so u could understand them now theyre customer service call centers are in philipines as well as toronto so half the time they dont understand you i have always been charged right with them until this year when i noticed i would go on the 200 minute for 20.00 plan and not even get 100 minutes and get charged the pay per minute rate of .30 per minute so i phoned and what they did was tell me i would have to add up all the times i was missed charged and phone them back so they could credit my account so i waited to get the usage report so i could tally things which took forever to get and a lot of calling but i did after a fight get my money back so all went well for months and then i went on the text plan 100 texts for 5.00 to be exact and the same sort of thing hapend i would send only a few texts before i was charged the .15 charge for each text even though i had bought a texting plan so i phoned and i had to ask for a ussage report i didnt get it so i phoned again they made another request into the billing department which i to couldnt speak to directly anyway i got the usage adventually added things up phoned in and asked for my $ back they had to make a request into u guessed it the billing department now i didnt get a call from the billing deparentment so i phoned back and by the way the whole texting issue customer reps were in phillipines they just told me to wait patiently every time i called then one day i just said enough is enough i want to speak with a supervisor i didnt get to speak with one directly but i was told i would get phoned back by one i never did so i phoned again and said look i was suppose to get a call from a supervisor then they told me i would get a call from billing with in the next 2 dys and i did they told me i was only missed charged 4.00 even though one of thier reps added everything up after arguing with me and found that i was charged over 20.00 i phoned back and told the rep this he said no sir billing never makes a mistake they make the final decision so basically its like going to court theyre the judge i said look your own rep added everything up and found i was charged over 20.00 he just told me again they never make mistakes i couldnt believe it i said we al make mistakes no sir billing never makes mistakes so i hung up after asking for his name i have been charged since june wrongly and it hasnt been fixed yet also back in may when i got charged for the 200 minutes every time i would make a call they emailed my usage report to the wrong person this person emailed them back telling them they did i mean that was my personal information so with all that has gone wrong in the past year more like 6 months i would like to file a complaint with someone other than virign mobile who can look into this someone who can hold them accountable if you look at this companies complaints its 90% all from incorrect charges i believe they do this because the average person might not assume they were charged wrong and simply thinks they used all theyre minutes or texts or dollars and its time to top up and i think thats how they get away with it
so i close with this
Sadly, Virgin mobiles customer service has degraded over time and now has the worst customer service reps that I have ever dealt with. They are uninformed, disinterested and generally worthless.

ALSO WHY DO THEY HAVE CALL CENTERS IN MELANIE PHILLIPINES BECUASE THE MINIUM WAGE THEYRE IS PATHETIC THEY ARE LITERALLY TREATING THEYRE EMPLOYES LIKE CRAP THERE WHY? BECAUSE THEY CAN GET AWAY WITH IT

VIRGIN MOBILE IS MISLEADING,MISTREATING,PATHETIC AND CARELESS

THANK YOU

I happen to have talked to some awesome reps that know EXACTLY what they are talking about. I LOVE Virgin Mobile.

is jessica a virgin mobile company head trying to make virgin mobile look good????

this sucks i put $ 25.00 on my phone and never used it for 3 days tried to make a phone call and i did'nt have enough to make the call and this is the only way i could reach u. so i would appreciate a e-mail in resonse to this . i am not happy, and i am looking into other phones

I have no idea what to go for all providers are the same sh** different smell

Disclaimer: the review is limited to client service mostly. When I received mail-ordered handset and activated it, I called Telus to say Goodbye - and they offered to match the Virgin's rate plan. Monthly cost was the only reason to switch, so I didn't use the Virgin phone and called Virgin to return the handset. Then the "fun" began.

Website says "... for returns, just fill the forms included in your start-up kit". There was none included. 1st call - service rep promised to pass my request "upstairs", who would call me back in a few hours - but she didn't pass it upstairs.
2.1 call - service rep passed the request "upstairs".
2.2 - call (incoming) from Sales - "sure, well send you the kit".
10 days go by - no kit.
3rd call to service rep - promised to pass my call "upstairs".
10 days go by - no kit and no call from "upstairs".
4th call to service rep - promised to pass my call "upstairs", who wold call me back in a few hours.
3 days go by - no call from "upstairs".
5th call to service rep - another promise, and 3 days later the kit arrives by Purolator. Bad idea, 'cause I'm not always home to receive it. Kit included prepaid (!!) Purolator envelope - bad idea, 'cause I had to drive out to the closest Purolator counter (Canada Post Offices don't accept it).

Throughout all the phone calls, every time same questions and answers - as if service reps dis't have any records of my previous calls.

Automated service call network is lame - "enter your phone number and PIN"... (voice menu is trying to go on again if you don't dial the number VERY fast); after a few steps through the menu again "... now enter your phone number and PIN", then eventually the agent picks up and asks my phone number and PIN.

Billing complaints - none (I didn't actually use the service), and I didn't expect billing problems. My plan was simple - 200 free minutes a month, no text, roaming or browsing (don't need this crap). $20 automatically debited from chequing bank account once a month - no hypothetical problems like when credit card is not recognized.

Perks - they can take perks away any time. There was $150 service credit promised on the website when I ordered the handset, plus $25 when I activate the phone. When the phone arrived, $150 promise was gone from the website. My activation page displayed the message "you have $90 credit", but only $50 credit was deposited (I didn't use it, but 50 isn't 90, right)?

I'm giving 4 stars as a courtesy - assuming that coverage is good (I didn't try it), and that my simple plan wouldn't cause any confusion or overbilling.

PS: I had a Prepaid rate plan, but it works like a post-paid (only no System Access Fee). Same fixed amount debited from account every month, same 200 free minutes a month (I never exceeded 120-140 minutes in the last few years). So, any billing irregularities would be easy to notice. On the 2nd thought, - I'd give 3 stars (not 4), 'cause moronic phone calls with service agents took me a month, were annoying, and it is possible that this would happen once in a while if I were to go with this provider.

My daughters brand new Rumor2(2 months old)suddenly died with no known issues.I googled the problem and found nothing.I called Customer service and demanded a new phone before I left the Kiosk.Well,no phone."We will send you a return package....blah,blah!"Needless to say I wasn't happy.Ironically enough I was going to get an additional 3yr Blackberry plan that same night.I was quick to tell them that it wasn't going to happen...which it didn't.And we will not be renewing our phone plan either.Terrible customer satisfaction(oxymoron in Virgin's case)A two month old phone should be replaced immediately,no questions asked,if you ask me.

I got my first phone with virgin shortly after they started providing cellular service in canada. I loved them at the time, because they had great rates, their customer service was fast and extremely helpful. But gradually their service has gone south and they have continually increased their prices. I found out a few months ago that Bell had purchased a large share of the Virgin Mobile in Canada, and recently they purchased the rest of it, so now it is owned by Bell.

For everyone in Saskatchewan who has a prepaid phone or is looking at one, please read the following as it is very important. To many people unfortunately don't know this information or even bother to look it up.

http://justice.gov.sk.ca/giftcard-q-a
Q. Do these rules apply to pre-paid telephone cards?

A. Yes. It is the position of the Consumer Protection Branch that the legislation is of general application and applies to pre-paid telephone cards.

Q. What if a consumer buys a card that has an expiry date?

A. Many retailers currently have a stock of cards that show an expiry date. They can sell the cards they already have, even if they show an expiry date. But the expiry date cannot be enforced on cards bought on or after November 10, 2008. We suggest that consumers keep their receipts as these show the purchase date. We encourage businesses selling a pre-paid purchase card after November 10, 2008, to advise customers that any expiry date on the card does not apply.

I have had to report Virgin Mobile for breaking the law and corporations that do not obey the law, can be fined. Just as an FYI. I don't have an issue with my balance expiring, but my husband has easily lost over $100 in credits. I decided to look into the gift card/prepaid card law and found the above information. Since then I have had to call Virgin monthly to advise them to extend his expiry date as per the law, and every month is a fight. At first they said terms and conditions terms and conditions, now they say that they do not have to obey our law if they have terms and conditions that contradict the law...hmmm seems totally wrong to me. The issue has been escalated to billing several times and still they don;t bother to verify the Saskatchewan law, and they are just a pain in the ass. I have complained to a manager 2 days ago and still no response from "billing", and I have also emailed them the above links to the government site and to a pdf copy of the above mentioned ACT, and still no response. Honestly for value virgin has been the best, but for all the hassle and their extensive deterioration in customer service almost makes it not even worth dealing with them. Not to mention the tripling of their rates for virgin to virgin prepaid customers. Before it was 5 cents a text and as of November it will be 15 cents. YUM ya that is three times as much. Bell has definitely ruined this company and the reputation that they built before Bell even had their fingers in the Virgin Mobile Corporation.

I just received a call from the "billing" department to say they are not breaking the law, since they are not enforcing the expiry till after the consumer redeems the cards by applying it to the card, again it is not correct since we have prepaid for a service they are taking the money away after x amount of days even though they are not allowed to. I could keep going, but I will stop, so if you are from Saskatchewan and are having issues with Virgin please report them, and avoid them as much as you can.

Virgin mobile i'd have to say is the best company i've been with, i have free texting in and outside of canada, no roaming fees at all, i was with rogers before and got a wonderful bill of $1400 for their own doings, i would highly suggest virgin mobile, service is great, customer service is good, no disapointments at all

I signed on with Virgin prepaid the summer of 2008 and was enthused then, but things have deteriorated beyond tolerance. The LG Rumor screen tanked ... went to the kiosk three times to request service ... no courier envelope ever arrived and records of request lost (though the kiosk person remembered putting in the requests). Finally, warranty expired. Then the LG Rumor's battery tanked ... went from fully charged to empty after less than 30 seconds of use. THE LAST STRAW: I took advantage of special offer to credit $5 if I bought $20 ... bought two of these offers, but Virgin didn't credit and their "investigation" refused to acknowledge. Virgin refused to accept my bank statements as proof, so Virgin robbed me of $28. ALSO: several losses of use due to tech problems ... Virgin said was my fault because I should have only changed one plan option at a time on the web site, made sure that option worked, then select another plan option. It took over two weeks for them to straighten things out, while I was without the services for which I paid. No credit for the lost service though. CONCLUSION: Virginmobile.ca has really tanked since the full Bell takeover, stay far away ... also, Fido plans now more competitive and has much better phones. STAY AWAY FROM VIRGIN. Don't be seduced by the JD Powers ratings ... those are ancient history.

Nope never again. Virgin is a bad phone company to hook with. It would be ok if you had real Virgin Customer Service, But they probably hire contract company's who have "this is how to answer this question and that, Because as the same as some these people. They promised to replace my phone, they would send an envelope in the mail...la de dah. Never came EVER...So no Virgin for this gal

On October 19, 2009 in Sherwood Park, Alberta, Canada - I went to a Virgin Mobile store to accomplish a simple transaction. Buy a pay as you go phone for my brother in the hospital.
Note I have never had a pay as you go phone.
I asked at the store for advice, they suggested a phone and then when thru the various pre-payment options. Finding out small amounts disappeared if not used during the month.It turned out if I chose the $100.00 amount it would last until used or a full year. Anyway – NOT TO WORRY I HAD 6 MONTHS TO RETURN IT IF I WAS NOT SATSIFIED. I said I would buy the phone they suggested with the $100.00 amount. I asked if they would set everything up as I had no clue now to and did not have the time to do it as I was going to the hospital to give it to my brother. They said yup, no problem. I paid them $167.99 and they set up the phone.
I asked them to demonstrate making a call. They said wait from 15min to ½ an hour and I would receive a text message – then the phone would work.
Two hours later in the hospital I tried the phone before giving it away (note I had not received a text message I was aware of – being unfamiliar with the phone I assumed I missed it). On dialling any number it told me to contact Bell Canada at a specific number. I called Bell Canada and they could find no record of the phone and when they found I had purchased it from Virgin gave me the Virgin number to call. I called Virgin and they said it could take up to two hours to activate and to wait. Another two hours later I called Virgin again as the phone still did not work. Got someone else who said they would look into it and it would work soon. Two hours later I called Virgin again – This time when they looked they could find no record of my or the phone but said lets go thru the whole activation sequence again. They did it, assigned another number to the phone and assured me they had moved it to priority status and just to wait a short while and all would be well.
Note I purchased the phone at 10:00 in the morning, I had spend at least an hour and a half waiting or talking to customer support – it was now 4:00 in the afternoon and nothing worked.
Finally at 6:00 I returned to the Virgin store to return the phone. At this point it became interesting. The store would only accept the phone purchase price $62.99 – not the $105.00 phone usage (yes it includes tax). I argued for about an hour with the store and Virgin customer support – both refused to do anything about it even though I had no Virgin phone.
The only suggestion I got (from Virgin Customer Support) was – walk around the mall and find someone to buy the $100.00 time.
As the rating level will not allow me to give them -105 - I will go with the lowest possible 1.
DO NOT BUY ANYTHING FROM VIRGIN MOBILE.

i would give it 0 stars Hi i have been with virgin for 2 years now have had non stop problem with the phoneS and the servis and not one probley i have had has been fix. when i asked to speack to a surperviser or a manager he told me i have to call repeatedly till she was not on the phone he could not tranfer me or put me on hold anyone thinking of getting virgin please dont im the only person i know with virgin and not saprize the only one with problem im getting a new phone this weekend with a different companie sry for spelling misstakes and grammer

I have the Samsung m510 for virgin mobile Canada and i like it. i like how the $7 unlimited web is truely UNLIMITED for everything... even apps like opera mini where i can download 8MB mp3's at no extra cost. i think its just them being stupid enough to not put limits like On-device browsing like all the other companys do:P, i wouldn't be surprised if you could get it to tether it to your computer under that unlimited browsing. cellphone signal is low(1-2bars) in alot of windsor ontario but i think thats just bell since they use bell towers.

This is my experience for 6 months with VM.I had a contract for 3 years and I had no choice than to cancel it.

It can't get worse than this :
- misinformation,
- constant errors in invoices,
- no follow-ups,
- denial of facts,
- complicated system,
- over-charging without consent from the client,
- very, very bad client service. Even though the clerks/agents were trying their best, they were not trained properly to do the job.

Some specific issues are as follows:

- Charged my visa twice.
- In my last bill, they charged me late fees when they are getting paid automatically via my visa.
- under Service adjustment, they charged me a new option (Paper Bill) which I have never asked for.
- Despite the payment of the total amount from last bill, they showed it as outstanding and added it to the total balance.
- Many other charges were not acceptable such as the Premium Text, long distance charges, etc.
- We were told that after 7PM and during the week-end, we can call any time for free. We were supposed to get a bill of $35/month. We ended up by having bills of 300$, 400$ and even 800$. When we tried to get clarification, we were told that when we exceed the "quota", we get charged at any time during the week...

Since the inception of the account with VM, I had been noticing major errors in the administration of my bills. More than once, I have been billed twice. I brought the issue to their attention and requested correction. They didn't make the correction. The issue remained outstanding. I warned them that if this type of errors would continue, I would have to cancel the contract with no penalties. They ignored me... i find their practices not honouring the terms of the contract. They failed to perform the obligations as agreed to within the contract.

These multiple breaches are unacceptable and I requested by mail the contract to be rendered null and void with no additional charges to me.

They kept ignoring me.

Whatever the case was, I lost trust in them and I wanted to cancel immediately the contract.

They kept sending me bills even though my son was not using the phone.

I called them many times.

One of the conversation was with Mr. Masih Abed, a collection agent within the company. It was an attempt from me in resolving the issue.

The conversation with Mr. Abed was not professional at all. He was not listening to me and kept saying that I threatened them to have my lawyer deal with the issue. What's wrong with saying having my lawyer deal with the issue when I couldn't get an acceptable explanation. I was explaining to him the issue based on e-mails i sent to them and was asking for an explanation about the double billing and the confusion created around my bill. He lost his temper and kept repeating over and over that since i was threatening to have my lawyer talk to them, i should not talk to him and to let my lawyer deal with the issue. He was so impolite and unprofessional. I tried to get an explanation so that i can resolve the issue right away. I asked him to focus on the solution. He kept just focussing on minor issues that made the conversation impractical. The conversations i had over the phone with any agents were mostly always evasive and unproductive.

I just kept getting bills with interest charges and charges for options I haven't picked myself. And then, I get told that these options are by default in the contract. I didn't ask for paperbill for example.

Anyway, to make the story short, I paid all the charges and closed my account. In addition to that, I was supposed to receive a final bill by mail for the contract cancellation charges. I have never seen the bill/invoice. They kept calling me by phone threatening me to transfer any outstanding balance to a collection agency. Not even once, have I received a letter from them explaining what happened. They kept just sending ebills even after my account was closed. I tried to access the system but access was denied because my account was blocked or closed.

Since I had no time or money to get my lawyer involved, i had to pay the final bill without knowing the cost breakdown of what I was paying for. All of that to avoid the collection agency.

I was acting with all honesty. They were taking advantage of people like me.

I have been with virgin mobile as a prepaid customer for over a year. For the past several they have been incorrectly charging me for calls made to or from my girlfriend who is a Rogers customer. First time this happened they told me it was because she was out of my local calling area. I pointed out she had a local number and did not have to put a 1 before the number so how could it be a long distance call. They told me she needed to call Rogers as the problem was on her phone. They suggested she change her number to a local number - I again explained it was a local number and there was a problem on Virgin's part not Rogers. They credited me back the money and said they put a note on the account. Last night (with $22 in my account) I spoke with my girlfriend for 45 minutes and lo and behold the message comes on i was out of minutes. And of course because it was after 9pm there was no one to call to remedy this.

This morning I spoke to someone and now they are admitting its a technical issue and they will remedy it and they also credited my account back. The problem is I rely on my phone and cannot afford to have it run out of minutes and not allow me to text etc because of a glitch on their part. I have become very dissatisfied with Virgin. My ex and my children have Virgin mobile phones and they are having the same problem - Virgin has lost me as a customer as I have went to Rogers and their MY5 plan.

Sorry Virgin - you lost this once loyal customer to the competition :(

Pro: Good cheap unlimited web, lets you know when long distance when calling out.

Cons: Sent out an email saying I could get a new phone upgrade for no charge, no one knows anything about it. Staff lying when they say they can't call admin about it, have to wait for emails to be replied to...give me a break. I don't think there unlimited plans are the best anymore, so this guy is looking.

I just bought a virgin mobile phone yesterday and i put myself on a monthly plan for unlimited texting. I don't use my phone for calling mainly just texting. the sad part is I can't recieve texts from anyone else other than my 2 friends that are also on virgin mobile. I can't text Sasktel phone and mostly everyone I know is with Sasktel. I've called Virgin Mobile repeatly only to be told that there must be something wrong with Sasktels company. This is stupid. I want my money back. Oh And My Friends with the other Virgin phones can text anyone on any network. Whats up with mine ? SOMEONE HELP. please:)

If I could rate Virgin's service with a -5 stars I would. I was sold a $150 Bliss phone after being told it would support the email application. I find out days later that this was not true and after calling Virgin customer service 10 times, I had to ask for an apology from the supervisor for the huge inconvenience in my time. I will be taking my phone back for a refund and will go with another carrier.....

Zero stars.

VM reps will outright lie to you to achieve their ends (which is to get you off the phone without doing anything for you while all being nice and courteous to not trigger any alarms). You can read my full experience here: http://www.redflagdeals.com/forums/virgin-mobile-learn-my-mistake-833863/

Avoid them if you can (but of course our choices are limited in Canada).

Virgin Mobile Canada SUCKS!!!

They are owned by Bell Canada, which explains their service.

I recently returned two phones and cancelled my plan with them, because of their lies and misleading advertising.

Stay away from this company...they are not worth your time, they are LIARS and do not honour their stated commitment.

Aug. 15 I bought a phone and 100 minutes. Oct.15 my service was cut off. Phoned the call centre 3 times in the Phillipines and got no help, no supervisor and told to go to the store where I bought the phone. I went to the store and they said they did not keep copies of the bill. The sales rep gave me the Toronto head office number and I faxed the record of my debit account transaction to Accounts. One month later I have no phone and no satisfaction. VM still has my money.

LG rumor phones totally unreliable, they freeze up during incoming texting and the company sends you broken loaners that take a week to arrive then you have to wait another week to get another loaner and hope it works, bad service from this company!

I had a problem with some charges a couple months back. The person I spoke to told me biling would contact me, after waiting a week I got a call from a young kid named Gordon or something He was like a stick in the mud, he wouldn't listen to anything I said. I ended up cancelling my phone because of this guy who wouldn't give me a measly $9. I used to believe in their customer service but I was really let down by this situation. After spending over $50 a month I expected more.

virgin sucks! explain how money expires?they have new names for theft now...
I don't f with virgin cuz it sucks!
(the f above means fool of course)

Absolutely horrible customer help. Website has tons of "broken links" and changing credit card information is next to impossible. The only thing worse than dealing with their "friendly" website is talking to their helpline people. Actually spoke to a supervisor who when asked about something in their "legal" section of the website said, "don't make me read it"; then finally said "if I have to read it you'll be on hold 30 minutes" - refused to give their name; not only put me on hold 30 minutes, but then disconnected the phone line. (And no, this wasn't from a foreign location - it was from their Canadian help location!) ... I pursued and filed a formal complaint (not an issue thing to find and do), and never heard back from them. Absolutely would not do business with them again - stay away!

Been with virgin for 2 years. Virgin has gradually gotten worse - Welcome to Bell. The lower expiry dates and increasing rates are wrecking what used to be a great pre-paid company.

Hello ppl! Well they did it again screwed another fairly long term user! So...... takes two months to get a lg bliss phone in for me!

When they do of course the rebates "dissapear" and even worse the cost of the phone actually goes up!

So now instead of the 149.00 cad. That i signed up for and took two months to get the darn thing, turns into o well that was then not now! (uh nope not taking that for an answer)

So not letting that go i keep calling diligently to get this remedied, seems easy right, i mean i ordered it when it was happening right, so why should i be punished cause they are incompetant?

Well after the two months of waiting for the phone to come in and a week of waiting for customer service to "OK" what was supposed to be mine anyway (the 50.00 online activation credit)

I do actually get the credit, or rather we will see, they have "promised" to anyway, course they are not exactly trustworthy, as you know by now im sure!

So ok fine i go to the kiosk in the mall to purchase the phone that took two months to get!

WELL WELL now the phone has gone up in price instead of the 149.00 cad. i contracted to purchase it, "now" has no online activation credit ok i dealt with that, but now the phone has gained in price as well now going for 179.00

So again back to customer service and another almost week to get back to me!!!

FINALLY they get back to me "woooo" i feel so lucky (NOT)!

They leave a message that they will credit the 50 as per previously mentioned and they will honor the 30 over charge and let me have it for the 149.00 i signed up for 2 months ago!

I am thinking wow ok this almost has a end yay! LOL LOL LOL Ya right again NOT!

So i go to get the phone which is a few citys over, yep a total pain been commuting back and forth and back and.........! So i get there again and find out oh no you dont get it for the price you contracted to buy it for, even though you fought customer service and won, you buy it for 179.00 and we will credit that 30 back to you!

Ohhh i see you want a interest free loan on demand in other words! (hmmm does this seem fair where i do i demand one of these, would they do it for me LMAO) CLOWNS!!!

So called customer service again and they will likely call sometime this week i assume who knows, in the meantime this is costing a wad driving around, i broke down and just bought it and i will bite the 30 i guess just want it to be over right!

So ok i am now "ok'd" to recieve the $80 back when i activate it online! (so customer service says!)

So i buy it anyway and activate it, and call 611 when i do get it and activated online as per the instructions given! WELL WELL SCREWED OVER AGAIN!!!! Oh they cant just do it, that will be another week for them to get back to me, to give me my credit of $80 now!!!

The girl has the nerve to tell me oh not to worry just buy a card and that will make it happen faster!!! So now the $80 you screwed me for isnt enough you want more huh???

WELL tell you what, i am writing on the net, and calling BBB whoever will listen, and "WARNING ALL POTENTIAL CUSTOMERS OF VIRGIN MOBILE CANADA"

BE AWARE! They WILL and in my case have....... lied, been ignorant,attempted to outright steal from there customers!!! They do not care at all, hands down the absolute positively worst cell company i have EVER dealt with!

SHAME ON YOU VIRGIN MOBILE CANADA!!!

There biggest mistake was messing with me i will not let this go! I have all the proof of there incompetance to date and am looking to take some of there money now!!! IE: POTENTIAL VICTIMS/CUSTOMERS!!

If anyone has any ideas of how to get a band of us together and fight this crooked company(in my opinion) PLEASE FEEL FREE TO CONTACT ME!!!

Thanks for your time to read this! I REALLY WOULD APPRECIATE ANY HELP or suggestions regarding this matter! Sincerly Todd N damajicmaker@yahoo.com

Their plans are cheap in comparison to other companies in Canada but their customer service is the worst I've ever experienced.

I tried to change from pay as you go to pay by the month and waited on hold for an hour, gave up, called back the next day to wait on hold for an hour and a half until the phone started ringing again to someone new (they dropped my call obv). Then, they finally change it but I find out three days later they have me running on two accounts at the same time.

I call AGAIN and am told everything is fixed and it will work in half an hour-phone stops working completely. Now it's been two days, I keep phoning and am told I will be contacted but never am.

Now, I'm on hold AGAIN and have wasted over 8 hours on the phone with these people. Further-they won't reimburse anything until I get the bill and then they'll "look into it".

Terrible customer service! But the worst part is most companies in Canada are worse than them and double the pri9ce-like Telus.

What ever happened to customer service in Canada? Seriously!

i love virgin !
it's not so good if ur planning on calling/texting the states. but its fantastic for me... if you cant put money on it.. no problem.. whenever u get a card and all hooked up again just as you had.
And if you add up before it expires your set! I think it works well!!

!!!Virgin is a worst cheater from my experience. who posted the above info. about Virgin "Earliest Minute Expiration: Virgin Mobile Canada minutes expire according to the denomination in which they were bought. A 15 dollar top up expires in 45 days. A 25 dollar top up expires in 90 .."
they are wrong. Where can you find a $25 expires in 90 days??

Virgin mobile is a "Rip Off", it charges for incoming calls!!
I phoned my partner the other day in an emergency but got cut off because her credit ran out...
Virgins customer service is one of the worst I have ever come accross. Richard Branson, get this sorted.

I really like Virgin mobile for a pay as you go option. I always have good reception and the price isn't bad. I had Bell as a pay as you go plan before and it seemed like I was always topping up my account. I haven't had to call their customer service though.

The phone service is okay for the moat part but I don't reccomend the broadband2go. Like others have said, their tech support is useless. they don't respond in 24 to 48 hrs. They keep putting me off. Anyhow, it took a week and I was finally threatening them with the consumer protection agency. I finally got some emails but no calls. Then finally, I hit the right supervisor exactly one week after I had started calling in. He said that this was a regular problem. He put me on hold a few times to do some searching on his system and then he found a new code to enter in. Walla, it worked. But there is no reason I should or anyone else should have to go through that hassle. I give their tech support a bad mark. They knew I was mad and apparently they kept putting other clients ahead of me to avoid me......this was confirmed by another customer service rep. He agreed that this was unacceptable and bumped me up to priority.....still no response. Anyhow, Be firm with them. My problem was a simple mistake on their end. They started an account but didn't finish it on their end and the number they gave me did not resolve around in their system. Meanwhile, my stick was activated on that number and wouldn't let go of it. And there was no pull down to re-configure it. You need the code to reconfigure it.....you have to get that from virgin.

I am so disappointed with Virgin Mobile! I have been a staunch advocate for about 5 years but the last 2 months have been absolutely ridiculous! Started out when one of our cell phones were stolen. Since they are both in my name it was no problem to cancel and have the balance moved over to the other phone until I purchased a new phone. I was told that when I called to activate the new phone they would put the money back on it from the previous balance. This being done, I was called the same evening and told that since my balance was so high to not bother paying and they would take the money off the balance until it got low enough then re-start charging it back to my credit card. Well...I've been going back and forth with Customer Service for about 2 months to get and keep the balance on my accounts! They keep saying it has run out...although they have my credit card number to charge should this be an issue. The problems are far too many and confusing to type up but suffice it to say that if I do not receive satisfaction I will cancel immediately and do without this hassle!! I only expect what is rightfully mine..I do not expect that they give me anything I have not bought and paid for. I am very, very disappointed!