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Vitgin Mobile USA

Vitgin Mobile USA review: Broadband2go 5

K
Author of the review
2:30 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

I bought a mobile broadband modem for my laptop and easily activated it. The coverage map showed my area to have excellent coverage. In reality the whole area had poor to no coverage. After 3 days the modem broke. My status display showed the modem as no longer activated and I received a pop up message on my laptop showing a number to call. I called the number (the normal broadband2go number) and was left on hold for over an hour until I gave up. The next day I had the same experience but in the middle of the business morning. I tried the main Virgin Mobile number and had the same experience, being left on hold for many minutes. Again no answer.

I am left without internet and no way to contact the company to resolve their problem. I want my money back.

DO NOT buy Virgin Mobile services.

Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

5 comments
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RESIHZLEG
FAIRFIELD, US
Oct 01, 2013 5:23 pm EDT

Here is my experience with Broadband2go in E-Mails. Sad, sad, sad!
Most recent:
Hello Howard

Thanks for contacting Virgin Mobile Customer Care.

First let us extend our apologies for any inconvenience this has caused.

We have been experiencing technical problems. However, our engineers are
currently working to resolve it. Once the issue is resolved, the correct
amount of MB will be displayed on your account.

We appreciate your patience regarding this matter.

If you need additional assistance, feel free to let us know how we can
assist further or contact us at [protected] (or *VM from your
handset). You can reach us 4am - 9pm PST 7 days a week. As a reminder,
please include your Virgin Mobile phone number and PIN on all replies.

Thanks,

Carolina Q.
Virgin Mobile At Your Service
www.virginmobileusa.com

---------------------------
Original Message Follows:
------------------------

I lost a large amount of MB’s in August about this time of month,
however I wasn’t able to document it like I have this month. Please see
below the numbers taken directly from your web site at login. There is a
500 MB difference between total used and remaining. Notice the bold red
numbers. This is where the discrepancies occur. I do no gaming or video
watching. The used is more in line with my actual usage than the
remaining.
Could you please explain the discrepancies to me?

Thank you
Howard

Date Time Used Remaining
9/21/13 6:26 AM 0 2047
41 41
9/22/13 6:05 AM 41 2006
50 50
9/23/13 5:12 AM 91 1956
18 18
9/24/13 6:07 AM 109 1938
62 62
9/25/13 6:26 AM 171 1876
24 124
9/26/13 5:24 AM 195 1752
137 137
9/27/13 4:30 AM 332 1615
68 268
9/28/13 6:13 AM 400 1347
46 246
9/29/13 5:26 AM 446 1101
100 100
9/30/13 6:11 AM 546 1001

Hello Howard,

Thanks for contacting Virgin Mobile Customer Care.

It is always our pleasure to help you with any concern that you
may have.

We have successfully added $10 to your account.

If you have any other concern, please do not hesitate to reply back to
this email. We will be glad to assist you.

If you need additional assistance, feel free to let us know how we can
assist further or contact us at [protected] (or *VM from your
handset). You can reach us 4am - 9pm PST 7 days a week.

As a reminder, please include your Virgin Mobile phone number and PIN on
all replies.

Thanks,

Maria A.
Virgin Mobile At Your Service
www.virginmobileusa.com

2nd most recent:

Original Message Follows:
------------------------
That’s a compromise I can live with. Yes

Howard

-----Original Message-----
From: ourteam@virginmobileusa.com
Sent: Monday, September 16, 2013 8:06 PM
To: [protected]
Subject: Re: Billing problems (KMM119313825V75382L0KM)

Hello Howard,

Thanks for contacting Virgin Mobile Customer Care.

We are sorry for any inconvenience this has caused. We are not able to
extend your account's expiration date; however, we are willing to
provide you with a $10 credit this month so you can use it towards your
payment next month. Please let us know if you accept the credit so we
can apply the credit to your account.

If you need additional assistance, feel free to let us know how we can
assist further or contact us at [protected] (or *VM from your
handset). You can reach us every day from 4am-9pm PST. As a reminder,
please include your phone number and account PIN in all replies.

Thanks,

Oscar L.
Virgin Mobile at your service
www.virginmobileusa.com

Original Message Follows:
------------------------
Account information:
This is a request to extend my expiration date from 9/21/2013 to
9/30/2013 for the reasons below.
The online usage history is not up and running, so July and early august
I was checking my usage weekly at the login and averaging about 70MB
daily. On the week of 8/22/2013 my daily usage, unexplainable, jumped to
135MB daily leaving me with only 107MB left to take me to my 8/31/2013
expiration date, so I ordered 2MB more.
My expiration date remained 8/31/2013, according to my daily login until
changing to 9/21/2013 on 9/4/2013. When 8/31/2013 rolled around and that
was the expiration date according to your website login I ordered
another 2MB because I didn’t want my web use to expire. I would have
waited till 9/21/2013 to add MB’s if your web site on 8/31/2013 had not
still had the 8/31/2013 expiration date.

Thank you
Howard

3rd and start of messages:

Hello Howard,

Thanks for contacting Virgin Mobile Customer Care.

First, let me extend my apologies for any inconvenience this has caused.

Currently, there is no way that we can track the usage of MB weekly, we
can only track the monthly overall usage. We appreciate your
understanding in this matter.

If you need additional assistance, feel free to let us know how we can
assist further or contact us at [protected] (or *VM from your
handset). You can reach us 4am - 9pm PST 7 days a week. As a reminder,
please include your Virgin Mobile phone number and PIN on all replies.

Thanks,

Hector D.
Virgin Mobile At Your Service
www.virginmobileusa.com

Original Message Follows:
------------------------
It's interesting that everyone wants to avoid the second part of my
problem.

Luis avoided...
I do however track usage weekly using current balance. Consistently I
have
been using approx. 70 MB daily. For the week of 8-15 thru 8-22 my usage
jumped to 135 MB daily, even as I was conserving to make it end of month
before buying more. If you can explain this I would appreciate it,
otherwise I can not afford your service and will terminate.
End Luis avoided...

Javier avoided...
Also you did not address the surge in usage I experienced from 8-15 TO
8-22.
I do not play games or view videos on line, I do about the same routine
every day and my usage just about doubled from 70 MB a Day to 135 MB a
day.
I assume you can verify the surge at your end.
End Javier avoided...

Telephone contact yielded no better results.
Can I assume the surge in my usage is tied to the problems you are
experiencing?
If so I would expect you to make it right with my account.
If you say not then I will check online with other Virgin Mobile users
of
this product to see what there experience has been.

Howard

-----Original Message-----
From: ourteam@virginmobileusa.com
Sent: Monday, August 26, 2013 12:41 PM
To: [protected]
Subject: Re: Other (KMM118461932V35021L0KM)

Hello Howard,

Thanks for contacting Virgin Mobile Customer Care.

First let us extend our apologies for any inconvenience this has caused.

We regret to inform you that we are experiencing technical issues with
the website, but our engineers are working to get this fixed as soon as
possible. At this time, we cannot provide a time frame. We appreciate
your patience.

If you need additional assistance, feel free to let us know how we can
assist further or contact us at [protected] (or *VM from your
handset). You can reach us 4am - 9pm PST 7 days a week. As a reminder,
please include your Virgin Mobile phone number and PIN on all replies.

Thanks,

Javier N.
Virgin Mobile At Your Service
www.virginmobileusa.com

Original Message Follows:
------------------------
Luis
There was no mention of the approximate date the web site would have the

problem of usage solved, surly they must have some idea? Its been a
problem
as long as two months that I know of.
Also you did not address the surge in usage I experienced from 8-15 TO
8-22.
I do not play games or view videos on line, I do about the same routine
every day and my usage just about doubled from 70 MB a Day to 135 MB a
day.
I assume you can verify the surge at your end.

Howard

-----Original Message-----
From: ourteam@virginmobileusa.com
Sent: Friday, August 23, 2013 3:37 PM
To: [protected]
Subject: Re: Other (KMM118368393V86458L0KM)

Hello Howard,

Thanks for contacting Virgin Mobile Customer Care.

We are sorry to hear you are not able to check the usage online.

Our web site is currently under maintenance to provide you with a better
service. Once this is complete, you will not have problems checking the
usage.

Hope this helps. If you need additional assistance, feel free to let us
know how we can assist further or contact us at [protected] (or *VM
from your handset). You can reach us 4am - 9pm PST 7 days a week. As a
reminder, please include your Virgin Mobile phone number and PIN on all
replies.

Thanks,

Luis G.
Virgin Mobile At Your Service
www.virginmobileusa.com

Original Message Follows:
------------------------
The user was NOT logged in when they submitted this support email
request.

The name submitted by the user is HOWARD GELZHISER.

The phone number submitted by the user is .

The PIN number submitted by the user is .

The product type submitted by the user is broadband.

The subject submitted by the user is Other.

The message submitted by the user is:

I am unable to view my usage on line, all I get is a screen that says it
might take 2-3 hours for information to appear but never does. I do
however track usage weekly using current balance. Consistently I have
been using approx. 70 MB daily. For the week of 8-15 thru 8-22 my usage
jumped to 135 MB daily, even as I was conserving to make it end of month
before buying more. If you can explain this I would appreciate it,
otherwise I can not afford your service and will terminate.

F
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Furious in Dallas
Plano, US
Oct 22, 2011 1:29 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Virgin Mobile USA is now owned by Sprint. I filed and detailed complaint regarding a MiFi that didn't work, hours on the phone waiting for tech support, 72 hour promises for service that were never kept, etc. Two different "executive level complaint reps" have contacted me and both have denied any type of refund. I ended up getting about 2 months of service and have had to get a different product for travel and pay for AT&T service in order to use my laptop on the road. MiFi was Sprint's idea for a big money maker for their old 3G network. Now they own the company and won't stand behind the poor product or the even worse servcie. I have never been more frustrated and more determined to impact the sales of a company in my life. It's not the $139 for the MiFi 2200 or the $40 per month for no service as much as it is the awful customer service from India and the total disregard for the customer. The second "executive" I spoke with just pretty much told me, no refund, no recourse, thanks for calling, goodbye. I have updated my FCC complaint and also sent a complaint to Walmart headquarter (where I bought my MiFi). Maybe the good ole boys in Bentonville, AR will care, but I doubt it. Only small business owners like me understand who butters the bread.

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gordon2191
Eugene, US
Feb 19, 2011 6:59 am EST
Verified customer This comment was posted by a verified customer. Learn more

I agree with all of you! Dealing with VM tech support was by far the worst experience I have ever had! It was Pathetic!

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psrock
Olympia, US
Jan 21, 2011 5:05 am EST

Virgin Mobile has the worst customer service on the planet. I got a defective device two months ago. I called and they said they'd send a replacement. I've now made 9 calls, spent over 5 hours on the phone, gotten 7 false promises it would be here in a few days, gotten three return envelopes for the defective one which they admit they already received, spoken to three supervisors, gotten one more defective replacement, been told a tech person would call me back within 24 hours to make that one work and it's been 54 hours and I never got a call. This has been a nightmare that has wasted hours of my life. I finally filed a complaint with my credit card company and disputed the charges. I have never, ever felt so powerless, disrespected and frustrated with a company. Even if they replaced the device now I will never do business with a company that treats their customers this way. Rule one of business (I own one myself): VALUE your customers and treat them well. They pay your bills. STAY AWAY from Virgin Mobile, they couldn't care less about you.

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RadioRocky
Exeter, US
Jun 23, 2010 11:40 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I have had the same experience and have called them six times and e-mailed them three times and just keep getting the runaround. I'm beginning to think I have been defrauded!

DON'T BUY VIRGIN MOBILE BROADBAND2GO unless you LIKE throwing away your money!