Virgin Mobile UAE

Hi Guys, I am extremely sorry to say that it is worst network services I ever experienced in the UAE. I am not someone new in the UAE. I am born and raised in this amazing country which I am very proud of. I have been using Etisalat & Du so far.
For once I tried Virgin Mobile Home Internet plan with a 3 days refund policy offer in case you do not like it.
Just to be clear the network coverage in my apartment really wasn't good with Virgin Sim. Since day 1, every 30 minutes I used to restart my router just to get some network coverage internet. I even checked my router with other network sim card and it was working perfectly fine.
So, here is the bottom line. I have got the similar plan from Etisalat and it is working perfectly fine. Now the main question comes did I get my refund back. The answer is a big NO!
I received email refund confirmation with a minor deduction AED 17.50 which I don't mind. I will really appreciate if my refund amount AED 1,557.50 is transferred to my credit card ASAP.
My Refund reference is HLP-157207 which I received via email from Virgin. But the sales representative provided me reference number HLP-157200.
Now which one to follow I am confused.

Will I ever get my refund back? I do not know. Once I receive my refund AED 1557.50 as per your email confirmation, then only I will remove my comment from here.

It's been 3 days, our home internet is NOT working.
Initially they told it will be done within 24-48hours max but there is still no resolution yet.
Very bad service, below ticket numbers.

HLP-159035
HLP-158911

DO NOT TAKE VIRGIN HOME INTERNET

We paid the full 1 year amount and suddenly the Internet is not working. They are asking to update the ID again which is already updated in system.
My Husband is out of the country and we are helpless, My daughter is missing her online classes due to this and they don't bother to solve the problem.

It's been 4 days, our home internet is not working.
Initially they told it will be done within 24-48hours max but there is still no resolution yet.
Very bad service, below ticket numbers.

HLP-159035
HLP-158911

Suddenly, I ran out of Data on my home service, when I am subscribed to home unlimited.
The customer service agents are worst by Faaaaaaar.
No response, No professionalism, No solution.
I regret not going for DU or Etisalat, I would pay more for my peace of mind.
Unbelievable!

From August 2023 the number portability from one user to another has been shifted from D3 branch of Virgin to Dubai Hills and Dubai mall branches. It took long time to find parking at D3 and go all the way up to building to find this and no one bothers to at least add a ticker about this on the Virgin Mobile App or a section on outlets where number portability can be done!

The Worst customer care service No one replying at all and No one will resolve the issue at all.

I am complaining no one is responding and there is no contact number

Not Recommended to Any One

Please Don't Waste Your Money

A telecommunication company which no one can reach.
A digital platform form where:
The app doesn't work
No one answers the chat

Virigin mobile provides the worst customer experience ever.
Never buy a line from them

Absolutely pathetic service, no possible way of getting any response to any enquiry whether it be via email or the Virgin Mobile app. Reading the recent reviews I seem to not be the only one that has paid upfront for a YEAR contract but have suddenly had my services disconnected. Then the audacity to demand a further payment on the App to continue my yearly plan? What kind of illegal business is being perpetrated here and not just once but it seems several other customers! Get your act together and stop replying "this doesn't sound right" of course it doesn't sound right! Why don't you actually do something about it instead?

Why Virgin Home WiFi sim is so terrible? I have purchased more then 3 months ago and still does not work. It is super slow, a 100x slower then promised, also it stops more then 10x a day, and I have to restart it. There is no way to contact support. So I paid and it does not work.

A satisfied customer is better than short term revenue.
Auto renewal policy is standard practice in this part of the world, but it should be upon customer consent. After expiration of my contract I have decided to renew different plan but it is deducted One Year full amount as per the previous plan. While discussing with Support Chat (desperately poor service) they have informed customer should choose 'plan first and then add payment'. What make sense adding first or second. An Ethical business should have proper guideline, options, mechanism regardless of adding payment first or second to renew mobile plans in this high-tech world. We have seen 1000 of unsatisfied reviews. Hope they make changes in their strategy for long term business.

Strongly recommend not to use them. They conduct unethical business in UAE and their staff are not adequately trained. They are running scam in name of auto-renewal where they don't give option to cancel it. Only way you can cancel the auto-renewal by moving to Wallet in the payment option. But it doesn't end there. If you have paid with Apple Pay historically, they will renewal the plan without your consent using ApplePay credentials. They are wolfs in skin of sheep. Apart from this, they have very poor customer service. 1st it take ages to receive response from them on chat and if you call on their number, they say we're just sales person and can't help. Their motive is to steal monies from customer and no customer service in offering. PLEASE KEEP AWAY FROM THEM.

I was very satisfied the way miss Danica LULU al quasis explained me about the plan that is suited me. Thanksso much I'm enjoying it too much. Highly recommended.

Thank you miss Danica lulu al quosais for your recommendation on the plan that need. She is very friendly as well.

Oh my God. They are just fraud. Its actualy DU with another name. What a big cheating it is. They are not telling you or mentioning on website or app. You have any issues with DU dont go for virgin mobile. I got some some payment issues with DU. Virgin mobile asked me to clear that first. Now I have already paid for virging sim. I e.mail them to refund but no reply. Several tries to start chatting with app but no reply. Biggest mistake i paid for virgin sim.

I visited Mall of Emirates to enquire about the packages of Virgin mobile UAE & was served by Tina. I found Tina to be very knowledgeable & helpful in guiding the suitable package according to my needs.

Worst service ever i pay for 1 year but i get just 6 months and i want to transfer my number on my wifes name they said on passport cannot take my advice dont buy this sim card du and etisalat best of i have option for -10 stars i will give -10

Three days trying yo solve my issue with no genuine help just a chat that takes ages to respond without offering anything

I recently transferred my du PAYG to Virgin at the kiosk Mall of Emirates I was served by Tina she was fantastic in explaining everything and went through the whole process with me. She was very clearly knowledgable and patient. Definitely the best interaction I have ever had in a retail venue in Dubai in over 10 years, she done an amazing job so it’s 5 stars for her.

Cheap already!
I bought a SIM card and paid for a whole year, but the SIM is not working, there is no service.

Went to the store but they didnt know how to solve the problem! And ended up asking me to send the support via in-app chat. And they are telling everyone to concat them via in-app chat, but nobody answers there!

I tried email, phone and chat, just nobody answers.

Very poor customer support, I wont recommend it to anyone

Thank miss danica lulu al qusais for giving excelent customer service she listen to my requirements for the plan and give me exactly i needed thanks

I was very satisfied with the performance of this lady (Danica) in LuLu Qusais very excellent, she was so friendly, the way she explained is very clear,

I when in Lulu Al Qusais last week to purchase my new sim card. Danica from Virgin mobile Lulu al Qusais assist and explain me regarding the benefit of virgim sim card and also the package that i will get in virgin sim mobile once i purchase the new virgin mobile sim card. She is amazing sales consultant of virgin mobile.

Worst customer service ever:
- They don't have a call center or technical help desk.
- The chat service is useless, which take ages to respond.
- The customer service at the virgin outlets can't resolve your issue.
- I made a mistake recommending my friend, he migrated his old number to virgin and its been 96 hours his phone is off, the complain is raised but no one care to respond therefore, I recommend everyone not to choose virgin mobile.

The worst service ever, I got in touch when my DU contract finished and explained that I only have a soft copy of my EID while waiting for the new one. Was told to come in and it would be done quickly with my passport. When I reached MOE the same person (Kristine) tells me they need the EID or I need to change my DU contract to my husband’s name. Ended up extending my DU contract because of the lack of information provided in the first place despite my initial queries on the matter.

Pathetic Service. I committed my biggest mistake by porting my number from Etisalat to Virgin.
Extremely bad response time. Useless customer care.

My complaint reference number is 39229.

Worst mobile in Dubai unable to connect a single phone call don’t buy this virgin package it simply drops the calls only works fir text in one week I was unable to
Make or receive a single call. They should be shut down everyone in my hotel having same problem

The worst service ever. It is a shame how they ruin their reputation by hiring unqualified people. I went to the kiosk to reactivate my number and they asked me to take my original passport and go to the main office so I did that. Once they toom my passport and update it I asked for a new sim card cause I threw mine when they first blocked my number. So they said I have to go to the kiosk to get a sim. So again I went back to the kiosk (between the kiosk and the main office there is 17km so waste of time, energy and money) anyway I got to the kiosk the next day and I didn't get my passport cause it was already cause I took it the day before and updated it in their system. But the kiosk ask me again for the passport got get a sim card so I showed him the copy of the passport and he said not possible. At this point I I left with no energy and full of anger. Honestly this is just not acceptable.

Very poor customer service, my card is locked and it impacts other transactions as I can't receive SMS. I tried everything to resolve with app chat, calls and e-mails and no answers

It's correct virgin has a big problem with the yearly plan as I have been trying to discuss with them on the customer service it's not working. They keep closing the ticket without looking at the issue. I have explicitly explain to them on three tickets and they haven't even listen. The people on their customers service are incompetent. The stores are becoming useless and there are no other way. This morning the plan of my son got cancelled while for the past 2 months he didn't get the data of the monthly plan. I have wrote to the ticket to say that since it was renewing this morning to ensure that the Data are there. Well now they say the payment hasn't pass. Can I have a number we can call because it's useless to have this chat on your customer service.

Fake all ratings is FAKE, from me they took money and will not activate your Sim card, so dont go with this company, Customer care staff not experienced so you cannot solve the problem, you will loose your money and No use for Sim card without activate sim card

They took my money away. Been recharging my phone every month and now that I need to update my ID they blocked the number and my wallet is 0 AED. I went to speak to them they said it is rules. So now stealing is in rules and regulations. Wooow what a scandal.

YEARLY PLAN PROBLEMS WITH VIRGIN
I am on yearly plan with virgin. I traveled to india from Dubai 2 months back. I booked 4 times flights and got canceled because of pandemic situation & I could not fly back. My yearly plan is getting wasted so I messaged call Center to freeze my account till flights open to Indians to UAE. They are mentioning no such rule and I have to loose all months till I fly back. So sad to hear such terrible rules following before pandemic and continuing same rules even after. Not helping us to control our own account. We are only eligible for paying not controlling our account. It’s good if your company could think on a situation like this and help your customers. I could have done monthly plan than locked up by paying in advance all the year in one shot and suffer from 2 months and don’t know till when this suffering will continue. Very upset with your rules and plan. My negative word of mouth will not turn positive till I am free from this situation. Kindly help immediately if you can please

Worst service ever! Customer service agents doesn’t respond on time! If you want to change anything on the line you will need to go through an incredibly long process! And u cannot go to their premises unless you book an appointment! Aaand good luck with that! Because they are very busy to respond to “booking an appointment” request

App is good till you purchase
No after sales support
In case of any issue at least suffer for 2-3 days till you get it resolved.
I

Virgin mobile, if you are going to let your staff make promises then at least train them better. You are now refusing to refund me money that is MINE. I am getting nowhere with you and it's leaving meet incredibly frustrated. Will not recommend. You are literally stealing.

"Contact us through the app" and the app now refuses to work on my phone. Since there is no phone number, the only way to resolve issues is through TRA, right?

This is a joke, a fraud.
I’ve paid for one year in advance with the promise that I can use BOTIM and more.
The reality is so different, the cover is poor in Dubai, not to mention in other Emirates where is loosing completely, BOTIM is not working, cellular data shuts off when you most need it. What a scam, what a shame.
I am a regular customer, with no preference for any operators in the UAE, but this one is by far the worst.

Awesome mobile carrier, great discount for plans just pay them yearly and never worry about a thing. Got my whole family to move to their plans.

The chat app is useless! No one answers! And this mobile operator don’t have a customer contact number which is an important after sell and communication medium. Think twice if you need a Pro service.

Very bad and unprofessional staffs
Super bad service
The most bad Mobil company in uae and the staffs there unprofessional with so many wrong information rude
Not only this
Virgin Mobil don’t have Custmer service call center
Only chat throw app and the staffs will take ages to reply
Sometime close the chat without any feedback
سيئ جدا

Thieves. No other word describes them better. Please avoid making any contract with them for your own sanity. You will suddenly get a hefty charge on your credit card without any intimation and giving chance to renew your contract and making changes to it. So once a package is selected, even though its annual, you are stuck with it for life

Left and shared error messages on mobile application several times however no response ever received.
Couldnt locate contact center anywhere as well.

Wallet balance has sufficient value, but the account doesnt renew. Its over more than 10 days now!

Not recommended!

Very bad, had 2 numbers and switched one of them to du
They canceled the other one which had yearly plan and balance
And wont give it back

Call center not helpful and very mean

Terrible customer care service. They dont have a customer care number to address our queroes. Their in app chat is totally incompetent. They may or may not reply to your queries. And each time the response to the same query will be different. They respond minimum after 30 minutes. They said i would get 500 mins if i merge another number to my account. And i did it in may. I didn't get any. Then they said i would get 500 mins on the next renewal which is on 30th may
Now also i didint get any.
Now when i asked they replied i will get it on 30th june. No valid reason. What nonsense is this.

Past one month the service of the carrier was really bad. 3 calls out of 10 people cant hear me from first call.this is not only with me, all of my colleagues experienced the same too.plus, whenever I write on app's chat, I get an answer after 2 or 3 days and useless answer.only apology and no solutions.changing the mobile provider once my package is over!

Terrible customer service. The only way to communicate is through a chat system which basically just says, No! " to everything. Even if you show them direct evidence of the Law, they just say, "No! "

Therefore I say NO to Virgin Mobile and Yes to someone else!

Very bad customer service, usless people over the phone with zero experience how to handle customer issues.
They hide the policy when i joined them, however stopped my number due to a previous bill with du (which is more usless company).
When i called and asked why they stopped my number, a nosy and mean lady said: “this is our policy, it’s written on our website”. Cool, I understand it’s my mistake I didn’t read the policy.
Now i cleared my previous bill, and it’s been a day for me with no service.
I called few minutes ago and spoke with another nosy lady over the phone and she kept on interrupting me and wasting my time. Eventually, i asked to speak with a senior or a supervisor, she replied: “ there is no manager available now, I’m the only one here and you better talk to me”. Well, i think and I’m sure they haven’t given these contact centre people any single training how to deal with clients, plus the way they talk is really rude and mean.
Anyways, talking about telecommunications providers in this region, do and Etisalat are just a money collecter organizations, however, Virgin is another similar one.

Terrible customer service. I don't recommend to anyone. I have had a bad experience with boosting my plan. When I tried to upgrade my plan, it failed and gave me an error message saying that it is due to no internet connection (though I still had 8GB remaining) so I tried again and still did not succeed and got error message. So I left my phone for a while as I had work to do. After around 15 min I got message from my bank that I was charged twice by virgin. And when I checked the application, it showed me that my plan was upgraded two times! When I contacted customer service for help to refund the second fee they refused.

No customer service at all they don't have helpline to call and response on chat is crazy slow they reply to your message then leave the chat and join back after 20-30 mins again will ask some new question and leave

Pay extra but try your best to avoid them

I loved the app interface.would give it 5 stars, if I could rate just the app alone.very fluid and easy to use.however my reservations are on the coverage of Virgin. I had no issue of dropped calls so far.using Virgin mobile network for close to 4 months now.but I am having difficulties getting mobile data sometimes.hence the 4 stars.

The customer service is really poor even though I've got yearly plan with them the small thing like uploading new Emirates ID is taking more than 3days and when I contact customer service they are not responding properly and when they do they don't have the knowledge to fix the problem. Really regret to deal with them

Worst experience ever.no costumer service.just chat and they answer always after a while.unrealistic open hours for people who have real jobs! And need an appointment to get to talk to them in the head office, which is the the only place to do certain things.and when I told them its not gonna work out and I want to cancel my sim the rude lady told me u can cancel with ur app (she didn't bother to apologize or to fix the problem). I am gonna share this comment every where.tell all my friends.stay away from virgin!

Worst customer service, I have been customer of virgin mobile for two years using yearly plans and was quite happy with the service. I had bought 2 sim cards from virgin.

During last few days, I experienced worse experience ever. They automatically renewed my plan for the year and deducted money from my card instead of asking. Apparently, they had sent some notification which I missed to check because I didn't open the app. Further, when I complained immediately next morning, that you have automatically renewed the plan and was not aware about such deduction, they referred me to the policy for automatic deduction and mentioned that somehow this policy is to support the customers, however, if customer will ask to refund the amount as they don't want to use the service, then customer has no right, which is highly misleading. I had not used their any of teh service after renewal but they even then refused to refund me money. With heavy heart, I accepted this and removed my credit card from my account so that virgin mobile can't further deduct any amount without asking. The next day, for my second connection, they did the same thing. They deducted money without asking whether I want to renew or not. When I raised the issue that why you have deducted the money despite the fact I removed the card. Then, they come up with excuse that I have removed card from my first sim card and not the second sim card. Excuse me, when I added details of the card, I never entered details twice I.e. Separately for each card, then why I need to delete twice. They have started to use these sort of unethical practices to loot you and you can't do anything because the customer service staff has only one answer, this is the policy and they can't do anything. They can't support you even if you are a loyal customer or whatever.

This is really disappointing. Please don't go and but their sims. They are worse than other telecom operators. I have been using etisalat and du for last 6 years and never experienced such unprofessional and unethical practices

Thanks

This by far the best network not only in uae but in the whole entire world, and their App is so freakin awesome, it just makes life a whole lot easier.

Worst place to visit even for simply saying hi.staff's attitude was like they pay me for using their service. I wanted to change ownership I went there after traveling 80-100km spending hard earned money on petrol and wasting my time just for this. I contacted their app chat executive they Told " you can visit us any time in these hours" when I reached there they say sir can you come tomorrow. I told them my difficulty still same answer system error they have to say.then told before coming contact same app chat section the same which I did before.when I asked for any contact number they where like what number no number whose number which number at last they gave a landline number.why can't they have a customer care number like all carriers do.good for nothing worst staff or worst procedures

Excellent App.fast, intuitive and safe. One of the best Virgin Mobile app amongst worlds Other Virgin Mobile Apps. Must try

I am so disappointed with Virgin Mobile and would highly recommend NOT to transfer your phone line from du/Etisalat if you are planning. I made a huge mistake by transferring my 3 lines to them. Their refund policy is like a pulling a tooth. And they charge your credit card and transfer double the credit when you have not requested. Regarding refund policy, is not to pay you and just keep on apologizing.but won't give your money back. What can you do.other than " write a review and share your experience " to save others.

Got a little bit of buyers remorse and it's a shame we have such limited options for mobile service in UAE. Switched from one of the big mobile providers recently to save a few $ and get away from terrible customer service. Virgin has helpful people and good customer service but the mobile data is terribly slow and I regret terribly paying a year up front for their plan. I rarely achieve 3G let alone 4G speeds no matter where I am in Dubai. Never had this issue with my last provider. I'm a fairly heavy internet user for work so if mobile data speeds are important to you, Virgin isn't the right provider for your needs.

Extremely bad service! For some reason I don't receive certain calls. According to Virgin, that is my problem, and I need to deal with it. At times, I can't even use the data I paid for. Ridiculous!

The worst company when it comes to customer care. Imagine du customer service but multiple of 100.

The coverage is not great. Internet speed is the lowest and the prices are beyond reasonable.

The best service you can ever find in the UAE. They know what their customers want, and they do care about us, not like another network Du and Etisalat they just want your money and nothing else, am so thankful Virgin Mobile came to the UAE, I have been struggling a lot with those two networks.

Thank you, Virgin Mobile team.

App, very easy to use! Virgin mobile is the best of All, rates are getting better and you have the freedom to choose the plan that fits your needs.

Bad reviews speak louder than advertising!

Looking at the reviews - they have a larger bad rating than good and continue to provide weak and pathetic service I moved a while ago but now I have at least 10 friends who are moaning their service is poor beyond belief.

If you are getting low service scores and you can’t learn by your mistakes then you will lose and are losing your clients.

My only disappointment with Virgin is that they don't a home Internet service. Would cross over to them in a second! Everything has been simple to do and immediate in implementing. Please offer a home service!

The app is really easy to use and very helpful to track your data and minutes consumption on a live basis.

The worst service ever. I was processing a 130AED “Pay as you go” roaming package and they charged me 2160 AED without any authorization from my side. You can talk only via chat, which is useless, they never call you back. They are SCAMMERS.