Hope you don't mind that I tagged all of you, I wanted to respond so that everyone could see and get their questions answered. Again, we deeply apologize for the frustrations that you all have. As a consumer myself, I totally get it. Like I stated before, we have run into some system problems and it has made things a little crazy for everyone. Those wait times are pretty intense but its mainly because everyone is trying to get through at once. We kinda had a feeling that this would happen so we tried to prevent it by notifying everyone of the changes back in February and weekly since then. However, going forward, for those who weren't able to get switched over by today, you may experience a break in service BUT your account will not be fully closed. That means you still have a little more time to get your plan switched over to one of the new Data Love options. Systems went back up yesterday so I'm certain that those wait times will decrease after a while, but we do want to say thank you for your patience as we get things squared away for everyone. Please be sure to call us on a phone other than your Virgin Mobile Phone.
You guys are the best, thanks for staying loyal! If you have anymore questions, feel free to reach back out to me. Ill be glad to answer them and provide any updates as I get them.
"We kinda had a feeling that this would happen so we tried to prevent it by notifying everyone of the changes back in February and weekly since then."
Thing is though I didn't want to switch over before I HAD to, because Data Love is more expensive, especially for those of us that have multiple phones. I figured many people would feel the same way; and, I figured you guys would have a feeling this would happen and man the phones appropriately and/or realize making us all call right now isn't feasable and give us other options to switch as the end got near. Many people don't HAVE access to a phone other than their Virgin Mobile phone.
Yeah this is pretty absurd. I have tried multiple times over the past week to get in touch with customer service and have had no luck. I spent 2 and a half hours on hold this morning before giving up. I have tried using the coupon codes Virgin Mobile sent to me to purchase a new phone via the website multiple times the past week, under the assumption that maybe purchasing and activating a new phone makes it easier to get in touch with a CS agent, but the coupon codes do not work. I have been using Virgin Mobile since 2010, and I get that it's a budget plan type of service, but this may be the final straw.
Hi. I have an LG Stylo 2 with the $35 Unlimited Plan. I'm confused, because I'm not on Data Done Right, yet I'm getting emails saying I'm going to lose my service if I don't switch. Is this just a glitch? I've tried reaching out to customer service about this, but like most of the posters here, I haven't been able to get through. I'm pretty sure the plan I'm on is the one Virgin Mobile wants DDR cutsomers to switch over to.
Totally agree!!! This is totally absurd. They took double payments out of my account on the 28th-----!! I have been on hold for so long, I am definetly an upset customer...and odn't know if I'm going to remain a customer, but they have $158.39 of my money!!! And TWO phones that do not work at all. This is totally ridiculous
So after a total of more than 8 hours over three days waiting to speak to someone about the 3 phones we have, (Custom Plan) we find ourselves about to lose service and now going out of my mind having listened to that organ music for so long! Thanks Virgin Mobile for messing up the last three days, what do we do now?
One of our family cell phones was on the Data Done Right Plan for $30.00 per month. I called customer service in early May to switch our current cell phone to the Data Love Plan for $35.00. I had no problem switching to another plan with a $5.00 increase. This rep informed me that it would be better to wait until the end of May to switch. I started calling customer service on Sunday, May 28th and continued to call on Monday, Tuesday and Wednesday. I PROBABLY SPENT A TOTAL OF FIVE HOURS ON HOLD AND WAS NEVER CONECTED TO A REPRESENTATIVE. I even tried another Virgin Mobile customer service number. The first call ended in the rep saying that he gave them my number and that someone would call me within a day. No one called back! The second rep told me to hold and then transferred me to the first customer service number that I was originally calling and still no one answered! This is absolutely ridiculous! I had to activate a new phone and get a different phone number. Maybe this was Virgin Mobile's plan all along to tell customers to call back and then never answer. Terrible thing to do!
I spent over five hours on hold over the last four days and was never connected to a customer service rep. Terrible thing to do!!
Welp, my husband had no phone while he went to work today, and I had to call via Google Voice. But after a final 3 hour call, I managed to get it done.