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Report: #1486284

Complaint Review: Virgin Mobile - south carolina

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  • Reported By: mark — West Covina California United States
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  • Virgin Mobile south carolina United States

Virgin Mobile assurance wireless Difficult customer service south carolina

*Author of original report: Update to transfer of virgin mobile/sprint number porting

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I am a virgin mobile customer about 10 years. I recently lost my phone so I ported my number to sprint. My phone was found so I wanted to bring my number back from sprint to virgin mobile. I was assured it was no problem. When I first contracted Virgin they had storefronts I did not know thet are gone.

My first issue is the degree of difficutly to reach a live person it took 15 redials at max to get a live rep the choices dont allow you to choose a rep so you have to hang and redial or virgin hangs you up. I spent 4.5 hours yesterday following the instruction virgin reps gave me to cancel at sprint and reactivate at virgin.

The team at virgin could not figure out why it was blocked and told me to call the next day at 3 pm and it should be ok. I did not trust that statement and continued calling between sprint and virgin to narrow down why? It's complete confusion on the virgin call center's part with sprint being better but not quite understanding virgin's migration policy.

My phone also fell out of service during this time frame and only roams. Prior to cancelling my sprint service I set my old phone back  in service with virgin so I would have a reestablished account to port my old number back to. At 730pm I finally had a 3 way call sprint/virgin/myself and listened while the virgin rep explained what he needed from sprint.

During this 3 way call the sprint rep would return asking questions. the virgin rep then left the conference I discovered  that the vigin rep left the conference call when the sprint rep said "Hello Bruce hello" I anserwed and said i am here.

We spoke I again explained what I needed after our 40 min call she finally said the migration cenetr is closed I cant do that she provided me a number to call Satuday to put my sprint status as migrate. If this does work and I can keep my old phone I still want to adivse consumers to consider another service with a storefront.

It is astounding the depths to which virgin has sunk in corprorate cost saving tactics which cause us the consumer to suffer hours of call hangups, unfulfilled promises of callbacks (1 sprint rep did call back) loss of phone service , lack of trust and general frustration. In closing I again would like to emphasize I was a 10 year statisfied customer and am now a disgruntled, conufused and saddened by this 2019 lack of knowledgable  trustworthy service.

This report was posted on Ripoff Report on 10/12/2019 06:27 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Author of original report

Update to transfer of virgin mobile/sprint number porting

AUTHOR: mark - (United States)

POSTED: Friday, October 18, 2019

My total time to resolve issue was 8 actual hours! The following morning I was on the phone with multiple reps re explaining what had occured the prior day. I started at 7am sat morning and about 10:15am began to get results.

I implored them to do a conference call virgin/sprint/myself so everything would align as it seemed to the previous day. I was very close to saying "forget about I will just reactivate my new sprint service and not go back to virgin mobile".

In the eleventh hour the sprint rep says you still owe 38$ I said I would pay under protest as I had already returned canceled my service the previous day and turned in my phone no such fees were indicated on my contract nor at the store by the sprint rep upon my termination of servive and that the only reason the account was active was to port back to virgin as sprint had instruced me.

The sprint rep waived the fee. This was never mentioned previously and was again confusing this time on sprints part. I have my old losts 7 back and am reactivated with virgin mobile who as I stated in my previous report had been happy with.

I do realize that with corporate citbacks and loss of storefronts and overseas phone reps customer service issues of this seemingly easy type are not at all easy to resolve. Sprint since they lease tower transmission to virgin should be more aware of virgin policy and vice versa.

I would have to give sprint a higher rating based on store front locations. I hope to return to status as a happy virgin mobile customer.

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