Virgin Mobile is trying to increase their hold in the French cellular market But they are completely incompetence.  If you had never considered joining the miserable service of Virgin Mobile then here is a reason why you did right. If you are considering it or already did, here is why you have to run away fast.

Its true that cellular companies never bothered to provide a normal customer service or technical support. But Virgin Mobile is the worst ever, it’s either total incompetency or deliberate horrible service. My story is even worse, for more then a month I am paying Virgin for something their either doesn’t have (and sold it anyway) or they simply have no idea how to provide it.


I joined virgin in May 2009, in the 24th of June Virgin released a new service and I upgraded my account. Officially I have 2 hours of voice communication SMS for 1 cent a message and the jewel in the crown Internet unlimited. For me this account is perfect as I am deaf and voice communication I use only in cases of emergency but data communication i need desperately.

In July 1st the account started rolling, in July 2nd I discovered that I lost half the voice communication I was allowed, which means that the “Unlimited Internet” is actually very limited and I am paying for it.

I went to Virgin store in Marseille to complain. The salesman Marko was horrified and immediately contacted the technical support for me (after all I cannot do this I am deaf). They said its a technical problem and they will solve it within few days.

Its been more then 5 weeks and tens of telephone calls (with the great help of Marko that unfortunately is only a salesman) and I still pay for my free Internet. Virgin is sending my problem between the department and nothing is done. I complained to virgin by e-mail and they keep telling me to be patient and how embarrassed they are. I refuse to pity them this issue is a single command in their billing program: “if account = x then Internet connection rate = 0”.

However I know that there are many accounts that work then its only required to check which of the parameters of the an account that works, is different then my account. And in the worst case they can close my account and re-open it without errors. Somehow Virgin Mobile refuse to do so.

As Virgin is an English company I tried to find a contact for my complain there. Nothing ! Yes they do ask me what my opinion about their new website (I am being asked to help them but there is no place for me to contact if i need their help !!) and of course there is a lot about Richard Branson but again no contact after all he is too busy with his public relation tricks and trips to make sure his own company will work properly.

What bothers me is that I know for sure that in the end I will be screwed, I cannot close the line as I have obligation for 12 months (I refuse to make it longer) and I cannot close the account without going to court.

As far as I know it is illegal to sell something you don’t have and it’s criminal to sell a product other then the one you purchased. Do you want to be tied in an agreement with such a company ? I don’t think so !