Complaint / review / scam report
Virgin Mobile
I finally was ready to move on from my last phone and f...

Complaint / review text:
I finally was ready to move on from my last phone and find a new prepaid phone service with a decent new phone. I purchased an HTC Desire 510 and top up card so I could be set to go as soon as I got my phone activated. The problem is I was never able to get the phone activated. I changed the phone number that was installed on it to a local number and that's where things got worse. I called the customer service, only to be lead down the same path that I took on my own. They told me that it was because the towers in my area were not updated and I needed to wait a few days for them to be updated. Since I was going to be going to a more metropolitan area later that week, I asked the rep if I could activate in that area. She said yes.

When I went on my trip, I tried to activate my phone and it did not work. When I got back from my trip, I called customer service again and they tried to get me to go through all the steps that I had already gone through. I factory reset that phone about 10 times, and none of the times did that actually work. I decided to try emailing them instead to see if I could get a different solution to my problem. The only thing the email rep did was send me steps on how to activate it; which I had already tried several times over. I told her that they did not work and that none of the troubleshooting steps that I was offered worked for me. All I got back was that there was an outage in my area and that I could try activating it in an area that was not experiencing an outage or I could go to a store and they could help me out (which was not an option since the closest one is in an entirely different state).

I called one last time and told them to just put me through to their tech support. They did so, but none of them could figure out how to activate my phone either. I went through the same steps with them as I did with the regular customer service reps, and had gotten the same answers each time. If I can't activate my phone anywhere in the state I live in, then what's the use in having it? I returned the phone and decided to go with a different company.

Contact information:
Author: Contact with Author


Offender: Virgin Mobile

Country: USA
Site: www.virginmobileusa.com

Category: Electronics and household app.

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