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Business Profile

Telecommunications

Virgin Plus

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Reviews

This profile includes reviews for Virgin Plus's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Review Ratings

    1.18

    Average of 108 Customer Reviews

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    Review Details

    • Sandra P

      Date: 05/08/2025

      Virgin Mobile took a double payment out of my bank account and then told me that my money would be returned to me in 10-14 business days. It has been 21 business days and still no refund. In this day and age of instant banking, I find this to beyond comprehension. Terrible customer service!

    • Victor B

      Date: 29/07/2025

      Virgin Mobile – ***
      I had a 2-year contract with Virgin and kept checking their website to know when it would finally end. The site always showed the date and the amount I’d have to pay if I canceled or upgraded early.
      One day I logged in and saw it said $0 due. So I figured it was finally over. Since Virgin never gives decent deals to renew, I decided to switch to *******.
      Then on my next bill, I got charged $67.24 (Financed Amount Balance) out of nowhere. **** ****** ** *** ******
      I called them, and they just said the website doesn’t make mistakes and there was nothing they could do. I emailed them and later got a call from the Virgin Plus Executive Office, but it was the same story. No help. No refund. No care.
      What really frustrates me is that their website gave me wrong info, and I’m the one who ends up paying for it. And for $67.24, they’d rather lose a customer than do the right thing. The amount was already taken from my account.
      I won’t be recommending Virgin to anyone, and I’ll be moving my other accounts elsewhere too.
      **** Never again.

    • Maxime L

      Date: 21/07/2025

      I wanted to buy a phone and had a plan to change my mobile service provider to Virgin. I did all of this online.
      I received an email telling me to call because they had to verify things with me. I did it. The person told me everything was okay but transferred me to customer service. Customer service said everything was okay and, while laughing, transferred me to another person and said they were on the line. They weren't. I had to wait, and then the person didn't even understand why it had been transferred to them but assured me everything was okay and that I should completely ignore the email I received, which is ridiculous.
      So the following day, I called back. They asked me a ton of questions to verify my identity, which I answered, and the person said my order would be processed and accepted because, well, I am indeed me.
      Two days go by. I call back. I am told the order has been cancelled. I repeat everything I had explained before, but they tell me I'm a fraudster. I never received any email about any of that though, and since I had been told everything was okay and processed, good thing I checked!
      Soon after, I receive an email telling me the order was cancelled (what a coincidence! in English even though my first language is French and all previous contact was in French.
      Then, *** ***** ** *** ***** I receive an email soon after, telling me all of this was just a mistake and to please call back to start again from the beginning.
      How incredibly bold to waste one week of my time with contradictions upon contradictions, call me a *********, not let me know what’s happening with my order, get my language wrong, and finally have *** ***** to contact me AGAIN to ask me to still give you a chance?!?
      This is, by far, the WORST customer service I have ever seen. You didn’t have me as a recurring customer and that’s how I’m treated** ***** ******* *** ******** *** **** *** **** ****** ******* ******** ****** ***** **** *** ******** **** ****** *****

    • Falon L

      Date: 06/04/2025

      ** * ***** **** ** **** * ****** I’ve been with virgin for close to 6 years. Up until the last year I loved the company, it was so easy to communicate with them, they were helpful and consistent with info. Now it is completely opposite and worse than those first years.
      *** ****** ** ********** ********* not being able or willing to do their jobs I am now having to fight **** ***** ****** about a phone that wasn’t working, that I returned a week before the end of February. At the worst it would take a week to get to their warehouse. Unfortunately not thinking I would need the tracking number I tossed it , wish I hadn’t.
      I called them a week and a half after mailing it to see if they received, they said no. So I kept checking back every few days. Nothing then I get my bill. I had a bunch of credits so I called them to explain and again ask if they received(literally called the day before and they told me they hadn’t got it), the lady I talked to said yes it was received and processed I would assume since it reflected it on my bill. The lady confirmed the credits all were for the phone I sent back. Great! I desperately need a new phone since the ***** ** update made my working phone basically unusable.I went to upgrade again I noticed the exact same phone I had now said I had to pay 100$ upfront. Weird but I went to order and couldn’t. First it was I needed to pay my bill, k check. Tried again and again couldn’t but said I need to go discuss ordering at the store. yesterday I went down to do just that. Come to find out whoever was working when the phone came in didn’t enter it (although I still think this isn’t true, one lady said it was received and my bill was credited for it) virgin logic I guess my contract was never cancelled. We called and went through 3 ** *** ******* people ****. They now again claim it was never received. after over an hour of this ******** I was told they would investigate and call me. ********

    • Mila L

      Date: 20/02/2025

      Photo data monthly fee increased without communication/agreement, I've realized when I checked my bill :(
      There is no reason to increased $6 more per month and in force me to choose a plan that too much data I don't need. ******** ** ***** ********** ** *** ****** ****** **** ** *** ***** **** ** ** ******** ** *****

    • V. S.

      Date: 12/02/2025

      It became a nuisance that every year I have to call Virgin representatives and beg them to keep the same billing amount promised by their representatives a year before. They promise you things they know they will not be able to offer to get you as customer. From beginning they offered a 50mbps internet speed service and I onyx got 25 instead. Many years after I was not smart enough to move since they bought me offering discounts that now they no longer want to offer.
      Its time for me to leave them along removing gradually the 4 services accounts business I offer them for the past years *** ** ***** **** **** **** ***** *******

    • keith c

      Date: 19/11/2024

      Horrible customer service... They cannot fix what should be a minor problem... I cannot get into my account and their solution is for me to drive 90 minutes to my nearest store... Will be cancelling

    • Ellie W

      Date: 04/11/2024

      We usually pause our internet for 6 months every year due to travels. They charged us (3 times) six months worth of internet after holding the plan. Customer service agents *** ******* ******** **** kept “redirecting” us to another department just for us to wait for hours with no one to assist us.
      We want to cancel our plan after this incident but they keep insisting it’s not their job, it’s another department job and we can’t help you. Incredibly tough to get a refund and we are still waiting!
      ******** *** ** *** ***** ******** *** **** ******* ******** ** ******* **** **** **** *** ******* ***** ** ** *** ******* ***** ******** ************

    • Dina C

      Date: 29/10/2024

      ** * ***** **** **** * **** * ***** worst customer service I have ever seen for a telecommunications company short of it Sunday 27th October I called to complain about bill I asked for a manager who was no better than the regular rep the manager did nothing but *** said they sent me my 200 for phone I returned but yet think I'm paying 85 for bill which is suppose to be 35 he hung up on me so I took my service to another company who was glad to have my business and told them why I left that was the 28th of October today October 29th I get a call from these ****** asking why I left I told her to read the notes from Sunday and that im still waiting for my 200 and she hung up on me now is that great customer service or what!!!

    • Aleksandra K

      Date: 23/10/2024

      The customer service agents ******* and straight up *** regarding price plans just to get you to sign up for their services. They also report balances to credit bureaus where there's no balance at all. **** ********* ********

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