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Contact Virgin Mobile Customer Service

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Contacting Virgin Mobile Customer Service Center

Virgin Mobile is a huge company with 11 media/mobile, 18 lifestyle, 12 travel, 3 money, 3 music and 3 people/planet divisions. There is very little that Virgin Mobile doesn’t offer the customer, though many customers have no idea there are so many different subsidiaries under the huge Virgin umbrella – and Virgin isn’t stopping growth any time soon. There is a section of the main website that tempts visitors to submit a Big Idea to the company.

On the main contact page for Virgin Mobile there is are contact phone numbers and an email form – no other information is openly listed.

Contact Info:

Phone Contact Numbers

Customer service agents are available in the Virgin Mobile US call center from 4 A.M. to 9 P.M. PST. There are agents answering calls seven days a week.

  • Virgin Mobile/PayLo Customer Service: 1-888-322-1122
  • Broadband2Go: 1-877-877-8443
  • Assurance Wireless: 1-888-321-5880
  • Customer Resolutions: 1-866-794-8049

Mailing Address

The customer relations department of Virgin Mobile USA has an address listed in the Privacy Policy. Customers who need to resolve a problem with a plan or phone should not send communication to this department. Customer service or your local Virgin Mobile store is the best place to get the service you need to resolve your problem quickly.

Customer ResolutionsVirgin Mobile USA, L.P. 10 Independence Blvd. Warren, NJ 07059

Official Website

Virgin Media operates a ton of websites, but the one dedicated to the US division of Virgin Mobile is available at https://www1.virginmobileusa.com. This site is where customers can order products and services, access their account, make payments, contact customer service and more.

Virgin Mobile is also available on Facebook, Tumblr, Pinterest and Twitter.

Customer Service Email

Instead of listing a dedicated customer service email address, Virgin Mobile offers a contact page. The contact page requires your name, account type and email address, but you have the option of entering your mobile number and account PIN if desired.

You can also email the executive escalations department at: execescalations@virginmobileusa.com

Our Experience

Virgin Mobile customer service is considered some of the best in the nation so we wanted to test it out. Our call was answered by Alex, a virtual representative. You have to speak your options, but we waited to see if the call would be moved to customer service if we said nothing. (We tried to press 0 to move straight to a customer service representative, but that didn’t work.) If you are not a Virgin Mobile customer, it doesn’t appear you can talk with a representative.

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Rate your customer service experience:
Rating: 1.3/5 (14 votes cast)
Contact Virgin Mobile Customer Service, 1.3 out of 5 based on 14 ratings
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27 Comments on “Contact Virgin Mobile Customer Service
  1. I have had no internet broadband for 7 days since 02/13/13. Have been on the phone everyday, after 2 days of phone calls, I was told there is an outage problem and will be fixed between 24 to 72 hours. With continuous phone calls, still told another 24 to 48 hours, today is 02/20/13, refilled for a day of connection and still badly connected, was told I will be reimbursed for the days I have no internet. Plan rates changed and was not informed on 02/12/13. I was told i used up my MB in an hour and was cut off, then outage problems…and till now..no one has any clue to when it will be solved..the 1st person I had was rude and not co-operative at all, it was a male..after which the other service personnel was alot better and asked my return phone number. please fix the problems and train service personnel to answer question and not have to repeat the problems everyday, even though I was told my account has a notification of my problems…nothing doing, still had to repeat every time I get a human…ugggg

  2. I am PISSED I live in Alexander City, Alabama and I have HAD NO CELL PHONE SERIVCE for weeks now. I paid alot of money for this sorry phone and I pay $60.00 a month for the sorry service. You people should be ashamed of youselves for taking advantage of your customers. We can’t talk to a AMERICAN SPEAKING HUMAN BEING!!!! Your company is stealing money from people who expect good serivce and get NO SERVICE AT ALL!!! If I do not hear from you or have service restored in 2 days. I am going to my Alabama District Attorney’s Office and file a suit against your company!!! I want my money back because I have no serivce!!!!

  3. Good luck with the “contact page” at Virgin Mobile. I’ve tried a dozen times to contact someone, anyone, at VM. Every time I fill in the fields and try to send, it simply deletes. The only way I can call or text is if NO BARS ARE SHOWING! I have a -106 dBm 0 ash on my signal strength. That’s right, NEGATIVE 106. If bars appear I can’t even text. I’ve tried to explain this to the call center people but have no clue what dBm is. Great support! Getting on the web is nearly impossible since they “improved” their system in January. I just order my new VERIZON phone!

    Super pissed Chuck in California.

    P.S.: Just tried four times to post this message and it won’t send either.

  4. This review is from: Overdrive Pro 3G/4G Prepaid Mobile Hotspot (Virgin Mobile) (Wireless Phone Accessory)
    After a week of research looking for a proper solution for a Mobile Broadband requirement with my company, I bought the Overdrive Pro and paid for overnight shipping in order to use it for a very important function Easter weekend 2013. So far I have spent endless hours on the phone ( about 15 calls in 3 days all with numerous promises to solve the problem or call back…no one EVER does ) getting a vague series of conflicting promises and a basic jargon run around from support ( they all completely understand my frustration of course as I was told a few dozen times…) but I still I cannot sign into my account and get this device in operation a full THREE DAYS LATER. This is by far the WORST experience EVER buying and setting up a new tech device in over 30 years. If your looking a for Mobile Broadband solution and would enjoy spending endless hours on the phone with tech support agents talking through voice modulation devices from an unknown overseas location and ultimately arrive at a completely UNWORKABLE solution and NO SERVICE – then look no further. You have reached the APEX of technical dysfunction and hyperbole!. ENJOY! but be VERY VERY WARY!!! Oh! if only there was a MINUS Star Rating function . . . .

  5. I am having problems with my phone it wont let.me download my picture messages & I paid the 45 plan on the 27 & it still does not work I called and ask that why is it I can send but not recive and the lady told me they were going to restart my bill on the 4 & thay they well send mi a message tha same day and it be fix. She lied to mee! !!

  6. Im traying to return the replaced phone but i dont know where to send it can you please email me the addressmy case #47795647

  7. Hi my name is silvia devora and im trying to return the old phone but i dont have the address can you please email me the address my case #47795647

  8. Yes this virgin mobile is a joke your right all They do.is take their customers money…my phone Bill was due on May 8 2013 I went the Night before and bought a card and put time on it…thw next day They charged 58.85 to my Bank card which need to remind I took off the account a month agi…that being said them taking that money from my card that I did not have it cause my Bank to with90.85..that includes 34.00 overdrawn fee and virgin mobile told me They would refund the 58.85 ouldnt 34.00 because its not their fault Bank was oowing I bought my card the Night beforw and added it to axcount
    It to my phone as soon as i bought it….its been a week and still no refubd my Bank said They would take care of 34.00 as soon as 58.85 is refunded so you allnna take need to get on the ball my husband gets país tomorrow and They are juat go

  9. Virgin mobile is a joke we talk to a bunch of forners cant talk to an american WHO understands what we are talkobg bout youll dont care bout your customers or you would improve the quality of satisfying them a little bbit betterthan just an everday person we are paying customers and we want what we pay for and youll just taking it away from us…….IMPROVE…GET YOUR FINGER OUT OF YOUR NOSE AND DO YOUR JOB!!!

  10. Please I just got virgin mobile Samsung intercept and am in Ghana. Your Service is not in Ghana and when I on my phone it’s asked me to active it. Please I want to use a different network in Ghana. Hoping to hear from you soon.

  11. I have never had so many problems with a phone virgin mobile needs to up their game and have better service and better phone. this is retarded I have and two replacement phones in the last month and they both suck im sick and tired of this, and not even that I didn’t get the service back I wasn’t able to use. ughh

  12. Virgin Mobile charged us for a phone we had disconnected for over six months. They admitted fault and paid for 3 months and that’s it. Over 6 months we were charged closer to eight or nine now we’re just asking for the other three months and today we were guaranteed a refund but because our bank shut down our account because of these sorts of issues they say they will cut us a check then we are hung up on. Now we’re told they have to do another three day investigation which they already did a month ago never called back. I call today because I notice not only had they neglected to cancel my husband’s phone but my old phone is still on. I called they said the investigation on my husband’s phone was over and we were guaranteed a refund. Now they are saying we can’t have a refund until they do a three day investigation. I feel like they’re singing this is the song that never ends and are laughing at me because they said we get our refund but we don’t and they’ve been giving us the run around all day. They wasted our whole day and they have stolen from us. My husband’s a disabled Veteran and we have a seven year old son so they have taken a lot from us and no one cares or is willing to help. I plan to switch cellphone providers asap.

  13. Virgin Mobile is great until you have a problem. I’ve been trying to get a problem resolved for a week now. They keep telling me someone will call me back and they never do. I’m unable to send texts and get an error message when I do. They say I have the unlimited service and this shouldn’t be happening but nobody can tell me why it’s happening. I need to text for my job and they obviously don’t care about their customers. This should not take over a week to resolve.

  14. I’m very tried of my calls dropping and then can’t get any calls in or out. took phone to Radio shack and the said nothing wrong with the phone it’s the service so I want credit for all of the time Icouldn’t use my phone. you shut off the phone when the bill late but what are you going to do about the time my phone wasn’t working because of you? you better leave my phone on after my due date. if not you will hear about it .

  15. Im calling you about my LG Optimus f3 phone the phone haves a unlock google account on it but I put my google username and password in but I cant get on it I tried to reset the phone but it still doesn’t work googletried to email me but my phone is locked so I need a reset activation root on my cell phone

  16. my boyfriend received a virgin mobile phone thru q-link without an instruction manual is there anyway he could have one mailed to him so he can get his phone set up? thank you,Wanda

  17. I am not happy with the bill i received via text..i am in Florida for the winter when i talked with the rude person on the phone she hung up on me….my bill at that time was $389 i have been paying different amounts each month but still have received no bill therefore still not sure what i owe. I am a senior on a fixed income and can only pay a small amount each month. The reason my bill was so high was that i was not aware that i had to call each month to set up my $20 a month text out of country plan…at the moment i no longer use my phone and will not be back in Canada until mid April so i would very much appreciate a bill being sent to me via e-mail.

  18. Could not understand guy talking when I called about my top up code not working. Need better english speaking representatives taking calls. Rated 1 star

  19. Virgin Mobile, why don’t you just put the stupid phone number on your page? You won’t let me get my lost phone replacement unless I talk to someone, now I can’t talk to anyone? I’ll switch to Metro PCS if you don’t make yourself available like right now.

  20. Every time ill try to make a phone call it get cut of even to your phone number I change phones hopping the phone its the problem but its your antena service its not good @ all.

  21. Horrible service. I was waiting for a very important phone call. The person I was waiting for called at 5:34 p.m. on 09/26/2014. I did not get the message delivered to my phone until 09/27/2014 at 10:20 a.m. That is almost 24hrs later the message was delivered to my phone. When I got the message the next day I called the person back asap and was told it was to late. The animal had died because I did not come when they called. I informed them I did not get the message until almost 24 hours later. I can not express how upset I am. If I had know that Virgin Mobile delivered this kind of service I would have never signed up with them. Do not choose this phone provider for your phone service. I would not walk but run when you hear their name. VIRGIN MOBILE PROVIDES HORRIBLE, HORRIBLE, HORRIBLE SERVICE!!!

  22. I have bought a Broadband 2 Go Mingle around September 22 for work. Today November 14 the product has been constantly cutting off while I am working. I have spoke with 3 customer service reps and 2 supervisors. I recently bought a new product for $80 in September. Now in Mid November the product keeps cutting off while I’m using it. I would like to cancel my service and get a refund on my product. This customer service is unacceptable and frustrating. I bought a brand new product and they want me to pay to get a refurbished product and they expect it to work. there is no guarantee with them. I don’t want to deal with this service anymore and I want a full refund and I would gladly return the defective product.

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