Virgin Mobile

[jules966]

Does anyone have the new Blackberry service through Virgin Mobile?? I was just wondering how the service is & if the internet & web browsing works well. All input would be appreciated.

[LASlim]

Depends upon what your going to be using it for. No problem with text,internet browsing is fine, facebook is great and notifications for both facebook and emails are at the top of the screen but as for streaming internet radio(Pandora,Live 365 etc there are some glitches. Programs freeze up.

[californiablackberry]

Yeah, I want more information too.
I'm looking into switching to them, for the price of my Verizon data plan; That's my phone bill if I switched to them.

[jules966]

Originally Posted by californiablackberry

Yeah, I want more information too.
I'm looking into switching to them, for the price of my Verizon data plan; That's my phone bill if I switched to them.

I know that's right! My daughter has Verizon & her bill is ridiculous!!

[Lalafa]

Here's been my experience so far, as just posted on another thread:

Angry At least you've got service for your 8530 on Virgin Mobile!
I am over a week and still going with the absolute worst customer service experience I've had in my lifetime--Virgin Mobile.

Had them port my number from my old provider, which every customer rep confirms they did successfully--but then Virgin keeps saying they're working on activating my line, yet haven't done so yet. Last week they said it was because they were having troubles with their new Blackberry systems internally, would have it fixed by Friday. Saturday they said they were putting in a trouble report and it would be done in probably in a day. The 'manager' I spoke with, "Armando", said I could call and check back with him, but he'd also call me, then he left a message saying he'd call back as I couldn't reach him. No sign of him since. On Sunday they said they'd give me a free month's service if it wasn't fixed by Tuesday. On Tuesday they said the reason it wasn't activated was because I hadn't set up payment for their continuing service yet--even though I had asked how to arrange payment the week before and been told I couldn't do that until after I received an invoice after the phone was activated. Then they said they'd done whatever and I'd have service within 24 hours. Today they said I had to talk to the porting department and the woman in the porting department said I didn't have my service yet because they had only received the request from whatever other VM department yesterday and it takes more time than that. I then asked for a porting department manager and after being told I would be transferred, but held on hold for 25 minutes I hung up and am venting here.

No service for more than a week, a different excuse every day, put on hold endless times (when snippets of loud music play interrupted by a dj telling you to buy the music, such as the dj gets your hopes up that you're back to a human, but it's not a human. A terrible system to get in to a person, including the annoying 'Alex' virtual representative. Have to go through all that, then wait to be transferred to their Blackberry department, but that doesn't always work, so you may get another 20 minutes account grilling from a non-Blackberry guy before being transferred again. All around truly the most horrible customer service experience I've ever had.
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[Toss2000]

Wow, I am smiling as I read your post: I AM HAVING THE EXACT SAME EXPERIENCE! I am a former T-Mobile customer, and I thought that this would be a 1 or 2 day deal. Can't believe the 'porting' process was started last Wednesday, and now today, 7 days later, I have a Virgin BB 8530 that is not active. I have emailed numerous times, and the customer service on the phone has been a joke. Actually I've really laughed out loud when the 5th person I speak to on a call says, (after leaving me on hold) "Let me transfer you to someone who can help you" - they all say the same thing, and NOBODY is helping me!! Why can't they just be honest and say, "Look, we messed up. Our systems and staff just aren't ready for this, we're going to have to spend 2 weeks getting your BB to work with your old number." Instead, they keep feeding me BS saying, just wait 4 hours, or take the battery out, or just be patient. I hate it when they treat you like an *****. I'm the one who dumped my perfectly good network for them, shelled out $300+tax for their BB, paid the monthly charge up front (which they happily took straightaway) and I have had no mobile phone for a week, and will soon be over a week. I know the world has bigger problems, but I just think Virgin Mobile USA have got some serious training to do for their staff. I still don't know when this will be activated, because nobody at Virgin mobile has that information. Really disappointing.

[Lalafa]

Ha--you're right, it does feel good to hear you're not the only one going through it!

I found Armando again tonight and he said it is going to be another 'couple of days' (which is what they said to me last Wednesday as well). He is trying to cushion the blow now by reimbursing me as well for a temporary phone and minutes (if I stick it out with them).

But it's been over a week now that people haven't been able to reach me on my old T-mobile number. Very frustrating and in some cases damaging. And you're also right, the ever-changing run-around may be the most irritating part.

[BGK]

Hi all
Re Virgin Mobile - you want crazy service try it in Canada ! I have been with them for years and then last year (2009) I switched to a Curve 8330, - still ok service and no real problems. This year I moved to a Bold 9700 and my life has been ****. Every time I call I get a different story/solution there is no one who seems to be on the same wavelength in VM as any of their co-workers. Once I even had a switchboard person try to tell me what to try with my BB and she was newer than me in dealing with BB's. I also had one person tell me that my contract would be void when they switched from CDMA to HSPA and a week later I was told (by someone else) that of course my contract would be the same - unlimited texting in Canada/USA and unlimited Data. Great because as I told them I would be leaving for Rogers otherwise. So then I had to prove to these people that I bought my new Bold9700 outright because I guess they have no way of checking if they sold one to me. (go figure) after weeks of phoning (believe me the waits were ridiculous) we got (I thought) that straightened out and my billing was OK.
Should have known it was too good to be true;
Today I got a notification that my latest bill is $226.00 - so I went on line to check and I'll be darned if they aren't charging me for long distance texting. Back to square one and tomorrow the long waits on the phone start again. I am really puzzled as to how they are running Virgin Mobile in Canada. I was going to wait out the remaining 2 years of my contract with them to see if they would get their office management and training settled but I think I may just leave them soon. It will be cheaper to buy out my contract.
Is there anyone else in Canada with these kind of problems?

[jules966]

Wow! I guess my expensive monthly bill may be worth it!! I'm so sorry all of you are going through this $hit! Please keep me updated & let me know if VM ever gets this straightened out. Thanks for your input.

[Toss2000]

Originally Posted by Lalafa

Ha--you're right, it does feel good to hear you're not the only one going through it!

I found Armando again tonight and he said it is going to be another 'couple of days' (which is what they said to me last Wednesday as well). He is trying to cushion the blow now by reimbursing me as well for a temporary phone and minutes (if I stick it out with them).

But it's been over a week now that people haven't been able to reach me on my old T-mobile number. Very frustrating and in some cases damaging. And you're also right, the ever-changing run-around may be the most irritating part.

Jeez -- you'd think they would have it sussed by now, but I guess not. My BB is still dead, my online VM account is bizarrely showing that I own a 'Slice' phone, ok weird, and I'm actually on the, ahem, 18c a min plan. WHAAAT?!! Nevermind the fact that I signed up to the $35 plan last week (Beyond Talk $25 + $10 BB service) and they took my money!! I was told today on the phone to "wait until Friday and see what happens". Wow, I mean really? Are we in 1989 and did I just buy a huge brick phone? Am I wearing a white blazer jacket with the arms rolled up to the elbow whilst also wearing massive Ray-Bans? NO!!!! This is beyond ludicrous. I just hope it all works out, because I can't take any more flak from my friends who are calling me a gipsy for bailing on T-Mobile and going with Virgin, while they're all enjoying premium customer service on their fancy AT&T and Verizon plans. Shame they're also spending $125 a month for what I (might) have with Virgin. I....just....want....this....to...be.....over...!! !

[rubyrampage]

I am having the exact same problem! I also ported my number over from T-mobile (on May 21st) i have talked to the porting, blackberry and llp departments and no one can help. They have offered me a month of free service because of this. I spoke to a supervisor today that told me to call corporate (fyi 908-607-4235) but refused to give me a name of someone to speak to. I have spent over 2.5 hours on the phone with them today alone. As for them taking my money, they have charged me over 300$ (not counting the 300 on the phone) none of which they have any record of. I am also on the 18c a min plan even though i signed up for the 40$ a month plan and they have me listed as having a "slice" phone also. man i hate this ****.

[rubyrampage]

So I contacted corporate (e-mail addresses available under the tab "corporate communications at the bottom of the virginmobileusa.com site) and actually received a response! Maggie Vaccarella (Virgin Mobile Executive Escalations) responded to an e-mail that I sent to corporate. She can be reached at execescalations at virginmobileusa.com (crackberry.com won't let me put e-mail addresses in). I don't know if this means I'm actually going to get service or not but it seems to be a step in the right direction.

[Toss2000]

I would be interested in knowing what you said to her and what her response was. I was thinking of writing a good old-fashioned letter by snail mail to corporate, letting them know of my troubles. I have to admit, I'm quite glad I'm not the only one going through this, and that other people are having almost identical experiences. I think we're in a pile, being slowly sorted out one by one. Today my online 'Slice' 18c a min account disappeared, but I've just received an auto-email from them 10 mins ago: Welcome to Virgin Mobile! Here's your new number! (my old one, finally ported over, but the BB is still not active. And yes, it's another pic of an effing Slice phone. Lord only knows what's in store for me in the latest episode of "The Mobile Phone Nightmare". I have a sneaking suspicion that I won't be able to use my BB for another week, but I will keep you all bored to death, er, I mean, updated.

[rubyrampage]

My e-mail was long but it basically said:

Here's what the situation is. This is how long I've been without service. I am not the only one with this problem.

You've caused me a lot inconvenience personally, professionally and financially.

If you don't fix it soon I will take my money elsewhere and broadcast my experience with virgin mobile publicly via every social networking media site, friend and acquaintance i can think of.

Also, I just got the same e-mails from virgin about my account. Still no cell service though

[Toss2000]

I think I'm in the home-strait of waiting. My online VM account now shows my correct ported number, and, (sigh of relief) a photo of a BB Curve 8530, and not a child's phone, the Slice. The BB is still not budging on the VM network, it still says "Digital Roaming" as far as its chosen network, i.e., it doesn't have one yet. Been on the merry-go-round CS phone ride again, I'm just told to wait. I think I'll spend the time writing to their corporate office with my complaint. Dear oh dear. Their colorful, cheerful website hides any notion of the problems new users of their Blackberry will undoubtedly experience.