Not Receiving Incoming Calls at Home -- and I'm Angry!
I called Virgin Mobile tech support on Thursday, March 1, because I noticed that my incoming calls weren't coming through when I was at home. The problem started on Wednesday, Feb 28 when my daughter called me 7 times from the school bus and was unable to reach me.
I was told that something was wrong with the tower in that area and that it would be fixed the following day (Friday, March 2) at 4am Central.
When I came home Friday, March 2, I had 4 friends call me -- only 1 call came through. The other callers either got my voice mail or it just rang.
I called tech support again to explain the problem. I was on the phone with them for approximately an hour. They offered several solutions and even tried calling me. Nothing worked. The lady from last night then told me it would take 24-72 hours to have someone else get back to me.
First off -- as pleasant as my support person was -- this whole situation is just crazy!
I've been a LOYAL Virgin Mobile customer for 8+ years. In fact, I have 2 accounts here. The second number, which is my daughter's, works perfectly fine. It's the same exact phone as mine... same level of service as mine. Hers works with no problem. Mines receives incoming calls when I'm away from home. But at home, it's little or nothing. And "no," I haven't moved. Same address for 2+ years.
Secondly, this is clearly on ongoing problem because I've seen other posters mention it here before. Others are saying it has been weeks since they've received incoming calls. Others have said that they've contacted tech support multiple times with no hope in sight.
So why am I being forced to wait? If I were late on my payment by one day, Virgin Mobile would promptly shut my service off. However I have to wait up to 72 hours for a network issue to be fixed that was supposed to have been taken care of a day ago?
That's absolutely, positively AWFUL customer service.
After being a customer for more than 8 years, I don't want to leave Virgin Mobile, but I feel like the end is coming. I have a business to run and I will not be gamed by Virgin Mobile while the folks behind the scenes pass my complaint from rep to rep for days on end. If there's an emergency with my daughter, and I'm at home, there's no way to receive a call. I can't work with that.
I will be writing several people within the company. It's not fair that we have to pre-pay for a service and then wait for the service to be delivered correctly, when there's clearly an ongoing problem with the service.
Your support team is 100% aware that there's a problem with people not receiving their incoming calls. Either the problem can be fixed or give me my money back and let me go elsewhere. But don't drag this issue out with no concern for the customers time.