Virgin Mobile Opiniões 

02 terrible I have been with Virgin for years no issues. Since the merge the service is shocking . I had spending caps on all of my phones which were taken off and I feel the 02 staff blame the Virgin staff I will be going to offcom and will leave . I have been on the 02 website and you can’t change your tariff never had an issue before . Stay away

I am aware that Virgin space has big financial problems, but do they really need to supplement this with credit they owe me from my virgin mobile account.
When I was moved to 02 by virgin I had a credit on my account. After spending over an hour being passed between 0 we and virgin mobile, they finally accepted that it was owed by virgin and that they would send me a cheque. Guess what never arrived.
Used thier email complaints line only up recieved a letter 1 month later stating thier resolution was account updated. Spent another hour on no they sent, trying to find out what this meant but they had shut down my mobile account, so could not access and surprise can not help.
Asked for a call back from a supervisor/manager and none has materialised.
Virgin definitely going for worst company award, do not allow virgin to transfer you until they have returned any credit on your account.

Just like Virgin Media, Virgin Mobile customer service is dysfunctional. In relation to the alleged automatic migration of customers to O2 it has failed on my 4 phones twice. I spent 1 hour 50 mins on one call alone. Incorrect advice about manually porting to O2, failure to receive manager call back within 48 hours, complaint not responded to, staff unaware of how to deal with the migration or who to refer to about it. Both VM and O2 are polite but completely ignorant and ineffective. It would be significantly less stressful to cancel my payment and move to another provider like EE or Vodaphone...I have learnt to hate anything Virgin and am bored with polite apologies from the poor staff who are also victims of systemic flawed management policies.

EDIT 05/09/23: 2 hour call back from senior manager promised but never happened. Asked to speak to a manager immediately, cut off 4 times (and called back) after having answered security questions and explaining why I need to speak (no manager call back twice plus the original problem). This company is causing so much unnecessary stress thru its inability to service customers.

EDIT: call back received on my daughter's phone, she said hold on and they (whoever) hung up. Pathetic.

EDIT 06/09/23: another 30 mins on the phone adding the lack of two call backs to my complaint c-030923421. Finally offered to transfer me to a manager but I just sat waiting listening to music. Eventually spoke with Pepper who took careful details, understood and raised ticket P012131652 and promised to call back in a few days once advised why the Sept migration failed. He noted the lack of 2 call backs was very bad and the advised to transfer to O2 manually does not work as they cannot offer the same deal and need to issues sim cards etc. Cancelled the previous PAC to avoid complications or numbers being lost.

EDIT 02/10/23: Manager failed to investigate and call back. Have simpy now received letters saying if the migration does not work by 30/10/23 my 4 phones will be cut off. I again spoke with a manager who effectively said he can do nothing and my phones should be transferred before 30/10/23 which is nonsense. The transfer to O2 is far from transparent and support is non-existent. I am at risk of loosing phones and my long held numbers.

Thank you Virgin Mobile for assuring me that my transition would be smooth and I did not have to do anything. I have been the victim.of fraud and instead of having airtime and insurance on my own phone and a phone for my son which is nearly paid off, 02 have fraudently charged me for 2 phones I never asked for. I never ordered anything or signed anything. It seems the customer info you passed on has got into the hands of fraudster. Can you tell me how?

Well I can honestly say that I've just changed over due to terrible service with my last company. And so far I have had no issues at all.

Arranged last saturday to move from my current provider.Sim card arrived following Tuesday with no instruction. It seems on contacting them they had lost my PAC code and it would be another 24 hrs. Thursday.I was annoyed to receive my first bill backdated to previous Saturday.They had lost my PAC code again so assume would be another 24 hrs.....Decided to cut losses and cancelled.

So no surprises as I've seen the reviews here now but I have been trying for days to contact Virgin 02 to cancel an agreement and furnish payment for the end of my contract and have been placed on hold several times only to be told that I need to speak to another department. If that's not the case then no one answers. I've now been told to call a number and there's no answer there either. When I refer to their website the contact information (and only the telephone numbers not the text before or after) is scrambled. I've kept records of this and almost hope that they come after me for a measly £40 bill that I've been trying to arrange payment for. Just the time I've spent trying to arrange this is disgraceful and have no doubt that even a review as severe as this will fall on deaf ears or worse still - they may supply me with a number to call to 'fix' the problem. Wish I knew this when I set up my account, utter shambles.

if it was possible to give a lower score i would. This pathetic company represents everything that's wrong with modern big business. Flashy fun branding combined with horrible inaccessible disrespectful customer service.

I have asked 3 times for my direct debit to be changed and it has never been done customer service abysmal as soon as you start to complain all you get is sorry cant hear hear you or I'll put you through to customer complaints but no one ever answers will just pay by card day after. sick of people not telling the truth

I have been switched to 02. Virgin said "no customers will see the cost of their plan rise as a result of this move". However this is not true as I was paying £0 as part of a bundle and now 02 are charging me £6. I don't want the extra data. Its so annoying! 😠

Wow - what a terrible experience. Took forever to cancel my contract because agent couldn’t communicate

I had set up a virgin mobile account for my elderly friend years ago . She died this month and I phoned bereavement line to cancel , after being passed to 7 people being told each time I was going to bereavement team , I was no further forward . I don’t think such a team exists or advisors don’t have their transfer details. I was told even their manager couldn’t help me . But I would get a callback from a manger within 24 to 48 hours . Never happened. I then downloaded bereavement form but unable to write on form either on laptop iPhone or iPad . They need the death certificate number and I have copied the death certificate and sent this via email. I have since emailed the bereavement line and received a response to say they have my cancellation and will contact the account holder to confirm and notify them etc etc . Did no one hear me say she is dead and the email
Was sent to the bereavement team .
Had also had to cancel her Sky account, I phoned they apologised and said they were sorry for my loss . They passed me to bereavement team who cancelled immediately without the need for a death certificate .

I recently asked for my phone to be blocked as the courier who collected it for repair lost it. I also stated that before blocking it I required proof that it was blocked.
The agent went ahead and blocked the phone then said they could not provide proof of the blockage I am now in a situation where I can't get my claim settled for the lost phone as they do not have proof the phone is blocked.
Perhaps staff at the call centres should listen before acting.

When buying a new phone and contract I was deceived by the agent. I was told the phone would be delivered next day and I would be despatched after I e signed the contract I should have just received. 24 hours later tried to find out where the email was and I was told the contract was parked for 3 to 5 days for checks. 12 hours later they said the phone was despatched. One hour after that they said the order was cancelled because I hadn't signed the contract. I am now going to cancel my current O2 contracts because they are taking over this shambles of a company.

Stitched up by Virgin switching me to O2, abysmal service all round. However, switched to Smarty and better service, reception and cheaper. No contact, no annual price increase, use EU wide, what’s not to like. As soon as my Virgin Media contract is up pay back time, goodbye Virgin.

I give this 2 stars because I feel slightly like I was miss-sold it, but also their customer service.

They get an extra star as you can in fact call them, so that helps. Many of these cheap providers don't do that. Tho the phone line to their CS was so bad, it cut out twice.

I was told I would get good 5G indoors and out. Outside my front door, 1.43mb down, nil upload.

This is not acceptable in 2023. If you are in the middle of nowhere, yes. But I'm not.

If they had no phone support at all, it would be 1 star. If their phone support was a quality line, it would be 3 stars.

I joined them about 7 days ago. And tomorrow, I will have switched again, to a provider who apparently has a better signal all around here - tho about 2GB less data, for the same price. Hence trying the other one first.

I read a heck of a lot of 1 stars on here, and wish I had taken heed of it. But the O2 reports and other factors, made me think it would be ok. O2 here is good.

Not where I live - contrary to their map.

If you are looking to go to Virgin Media Mobile, CHECK THE MAP - be certain you are in a good area.

That being said, with a PAC code so easy to get, it's so simple now to switch.

So virgin media’s idea of a seamless move to O2 costs me a full morning of chasing because they failed to pass over my personal details. Plus the promised 30 days notice of my move turned out to be less than 30 hours. Absolutely certain that the process would have been faster and less complicated if I had done it myself - which I have once Virgin media worked out they have failed. Not impressed with customer service on both sides - my time as an O2 customer may be very short lived.

how to turn a good customer service based company into a disaster area - sell it to O2. They have disabled virgin mobile into a no go area pretty much over night.
Now chasing me for the last £12 I owe as I have cancelled my subscription to them - and there is nowhere to pay yet I am being chased up hill and down dale.

Fortunately I'm not a customer of Virgin Media, however on 24/07/23 I received, by courier an unsolicited new Apple I Phone and Sim card from Virgin. I immediately contacted their customer service number and explained that I had not ordered this phone and that a fraud must be taking place. I was assured that the matter would be investigated and I would be contacted in no more than 7 days with an explanation. Despite 4 follow up calls and 2 emails to their fraud prevention department I have received no response or explanation from them. I have obviously suffered identity theft and fraud and Virgin seem completely indifferent, leaving me with the expense and stress of trying to sort it out, without knowing where the bogus bank account has been set up. Very poor service that can only encourage fraud.

Virgin transfer to O2 is a disaster. First of all, Virgin is also to blame here. They transferred me without my consent and O2 without missing a second, set up a direct debit against my account. I called them and told them that I want to close my account. They made me wait on their line for an hour and finally I was told I didn't authenticate myself so they could do nothing with me.

Moreover I think Virgin had their mobile team separated from their broadband team because even though I moved and updated my address on the Broadband side, I don't think this is updated on the mobile side. Therefore they switched me to O2 with an old address so I can't access my new sim card and authenticate myself to O2.

But I now have to pay O2 money that I'm not receiving a service for anyway. And they don't even authenticate me so I can't change anything.