Virgin Mobile Reviews 

I am writng this review on behalf of my brother who is elderly, wheelchair bound and vulnerable. A cold caller sold a package to my brother which was frought with issues. It resulted in him having no access rather than the improved access he was promised, for a period of time. There was no support as indicated by the cold caller and accordingly my brother failed
to cancel his other provider and therefore has been paying 2 providers. In trying to address the issues he experienced issues with passwords, inability to access online support and delays when trying to access the phone line. My brother made the initial payment and asked to cancel the package, due to issues but was advised he was in contract. He then made a further payment, believing this would end contract but subsequently received another bill for £395. Over the last few weeks my brother has tried to gain the support of Citizrns Advice to help him deal with this, however their service is in demand.. Because he was becoming g so stressed about it he has not been sleeping and reached out to me for help. You won't be surprised to hear that without my brother's consent I was unable to deal with the matter, therefore another trip required, in order to make contact with him present to provide consent. We called last night and paid the balance in full just to alleviate the stress. The call handler asked for the equipment to be returned; however my brother has no idea what equipment Virgin gave him! Eventually we managed to get the £40 waivered for returning the equipment and to be fair, Call Handler was helpful.
I am quite honestly disgusted at the way an elderly, vulnerable, housebound person has been treated. I am also not impressed with the barriers that appear on trying to deal with the issue. Never again!

Phone cut off, 2 weeks ago - had to ring virgin mobile from temp sim card & they confirmed my phone number had been deactivated due to the migration process being unsuccessful. Had no prior notification of this via SMS or email even though the operator confirmed I did. MPN lost number form submitted, with confirmation new 02 sim would be post within 5 working days. After 10 working days I phoned up virgin & they confirmed they phoned me on my temp to discuss the issue in which they didn't & they confirmed that the previous operator didn't put temp number on call back system when they did, as the current operator read out the correct last 4 digits. They still confirmed it was with 'back office' as I'd been waiting over 2 weeks with no original phone number I'd had for 10 years, I have decided to leave due to poor quality of the process for this migration to 02, they expected me to manually migrate & sort everything out. Also reassured me that the sim would ASAP but it was a lie. Still wanted to keep me waiting without a timescale, caused me to miss important phone appointments which caused stress and inconvenience. Total shambles, I have now left & joined talk mobile on an alternative sim only deal.

Having been with Virgin for 13 years, I'm appalled by their handling of a force change over to O2. It wouldn't be a problem if it actually worked but I'm trying to manage my handset contract which is separate from the sim contract. I can't see my handset details on Virgin but they're telling me to speak to o2 however o2 require details of the handset deal to look at it and can only offer that I pay for two handsets at once instead of upgrading like before. Its constant glitches as Virgin and O2 sites contradict each other and tell you that you're switched, only to kick you out stating there are no known accounts. I'm now looking for ways to leave Virgin and O2 due to their horrendous customer service and handling of the whole switch!

Been with Virgin Mobile since they started. I have now switched to another company due to their appalling service over the last few months.
Three times I have had an email saying I have opted to cancel my monthly contract (I hadn't) - the last time they cut me off, leaving me without a phone. I live in a remote rural location & rely on my phone due to medical issues. I don't want to think how many hours I have wasted either on the phone, or waiting for call backs from them which never happened.
On the final occasion, I was told they would give me a call on my landline in 3-5 DAYS to let me know what was happening, but it was extremely unlikely I could keep the number I have had for many years. Contacted Lebara, next day I had a working sim for their network.

Took out a sim ith the intention of pac coding my original number to it. Three weeks later Virgin blocked the sim as intended porting me across to O2 meaning I could not pac code my number. Failed to port me across before I left the uk for a trip into Europe advised they could not port the number while I was away, phone call after phone call in which they assured me they would not leave me without a mobile and could not port this across so would do so on my return. Now they have done exactly that leaving me without my mobile. 2 days of live chat as no customer service email and offered me £4 compensation for my time and a refund of £24 (after 2 days arguing and given I cannot use the number now) and will after 2 days pay for a temprary sim however does not excuse fact done something they said they would not and £4 to notify all my contacts, 2 days of messages and numerous calls is not approprate. Told to wait 7 days without a phone if I won't accept the £4 - Not ok!

Been with them 4 years on £14 per month contract but after problem after problem give them 30 days notice to port out number then unknown to me changed my contract for last month wanted £78 3 years later still disputed be aware when leaving them .Hi even today November 2025 still selling debit company’s not even replying to them now .

1 Star is several stars too many. The service from VM is appalling and worse since merger with O2. We have been advised that my wife's sim only contract would transfer from VM to O2 but would not happen if she was not in the UK. As she would be travelling Europe at the date of transfer this would be a problem as her phone would be cut off.
We contacted VM to be given a different date for transfer and told that if not in the UK a new Sim Card would be issued to UK address. We explained that she would not be able to get this for several weeks as travelling and would have her phone cut off. She then put her holiday back a week at considerable cost to ensure the transfer could happen on the advised date.
The transfer didn't occur on the advised day so we contacted VM again and were told the transfer had failed. Explained to them the problem and they said get a O2 sim and they provide a PAC code. Before travelling we had to go to the O2 shop and get a Sim card entering into a 12 month contract. She left for Europe thinking all was sorted until VM cancelled the PAC code and did not transfer the number. On contacting VM she was told that she would be transferred to O2 and if not in the UK a new O2 sim will be sent to her UK address and her existing Sim would be cut off. Back to where we started having incurred costs in delaying holiday, getting O2 sim and time on numerous phone calls.
Now just waiting to be cut off.

I got a new phone z flip June 22. It's had many faults along the way. Now the screen light switches off and the phone turns itself of. It's insured. Since O2 merged with virgin, no one will.help with this fault. They keep passing the buck. Another stressful phone call today, no joy. Virgin has always been Really bad when it came to customer service but now it's merged they've left their customers high and dry. Do not use them

New customers beware, Virgin SIM only does not mean SIM only, after having SIM only for 2 years they want to charge me almost £200 to cancel

Absolutely shambles

So Virgin Media Have merged with (02).

Our virgin media account is now no longer accessible the lady on the phone could only speak basic English and was very unprofessional.
We have no way of accessing our credit agreement which is needed for a potential buy out from another company for us to swap over.

DO NOT USE VIRGIN MEDIA

I no longer have an account with Virgin Mobile and each month they are reporting on my credit file as missed payment. I has been over 5/6 times now and I will look to take legal action and get compensation.

Also look out for a YouTube video coming soon exposing Virgin.

No customer service whatsoever. They take your money, don't provide service and then refuse to talk to you.

After cancelling our Virgin Media account in September we decided to look at our 2 Virgin Mobile accounts. We, like others had been transferred to O2 and have been loyal Virgin customers for a very long time. Like others we cannot get WiFi calling either with O2. I phoned and got through to my account in the morning and then decided to call back and pay the remainder of my handset loan after finding I still had a year to go. The second call I was told that I didn’t have my own account and was put on hold for 30 mins! After having enough of waiting I called back to be told the same. When I passed the customer services person to my husband they cut him off. I called back rather determined again, quite cross as I knew I had my own account, and had spoken to someone that very day about it. The third person managed to find my account and saved the day (thank you). My husband and I have now both paid off our loans and we don’t have to deal with the horrendous customer service of Virgin mobile ever again. It’s a real pity there are a few really helpful customer services agents but others just don’t seem to care.

Absolutely disgusted with Virgin mobile. They transferred me over to O2 mobile a few weeks ago & it turns out that my phone that I had on a monthly tariff with them is not compatible with O2 so I no longer have WiFi calling, the signal in my house is now really poor & I can no longer make calls or receive texts & the only way to resolve this is to buy a new phone!!

Woke up this morning. Can’t get calls, can’t send calls, I’ve got nothing and I rely on phone to check on disabled mum. Can’t get help from Virgin, can’t get help from O2 as not switched over yet so I just got rid of the crap service and switched to Vodafone. Goodbye my crappy Virgin package - it’s been a long time coming and saved me £5 a month. Discusting service.

Phone was transferred to O2 and soon after my phone stopped working altogether I spoke to customer services who were very hard to understand but they are sending me a new sim card makes no sence at all, my phone now does not work and it makes no sence so it seems all virgin customers are cut off whule being charged!!!

Sold my number account to O2 who said Virgin were discontinuing. Did this to my wife as well. Don’t join, now chasing me for big money.

I am with 98% of the people in this review.

Had not one choice to move to O2. Now I’m trapped in a contract with Virgin Finance over my phone.
SIM card contract is obviously with O2, and to be honest it’s no different to Virgin, still an absolute pain in the ass. But they done me a good deal with unlimited everything for £17 a month, can’t really moan at that…but…
I can’t upgrade my phone unless I pay for two phones at the same time, or pay the old one off in full, because O2 won’t take my iPhone 14 pro because it’s owned…still…by Virgin Finance. Plus the sim deal will change and go up DOUBLE!

If you are going to change companies then change the whole lot over and don’t mess people over by trapping them in things they don’t need to be trapped into.

Don’t get it one single bit…

And I love the way they haven’t responded to not one single person who has made a review…extremely poor!

For the price can’t complain to much WiFi calling isn’t as good as three o2 and ee phone disconnects and doesn’t switch back to the network after leaving WiFi zone even o2 this works correctly no call divert allowed on vm data speeds in my area on 5g are great but a little to much packet loss compared with ee and three where I work vm doesn’t have good connection constantly my phone shows virgin using mobile data from my ee e sim vm is decent for price but remember you get what you pay for ee Vodafone yes is better but remember vm is very good for the price even when compared to o2 tarrifs

I've been with virgin for a few years. Not great signal but worked well enough since their merge with o2...I'm paying for nothing. There's no Internet in my own home. I purposely didn't go with o2 as a know I don't get signal at home, despite what they tell me. S8nce the switch i also seem to have a ridiculous amount of spam callers too. Coincidence..i dunno? Absolute trash. Avoid