Review Time
I was directed to the loyalty department after being a customer for approximately 15 years. Unfortunately, I was only offered the same promotions already available online — nothing additional or exclusive for long-term customers.
During the process, the phone I was interested in suddenly became “out of stock.” The only alternative presented was an upsell, with no meaningful loyalty incentive attached.
I also recently noticed my bill increased without any direct notification. I receive texts regularly for promotional offers, so it’s disappointing that a price increase wasn’t communicated in the same way.
After 15 years of loyalty, this experience feels very underwhelming. I will be exploring other providers moving forward.
I had a great experience today with virgin mobile agents, switching back to virgin after 2 years contract with other providers. They very helpful and accomodating, agents Nicole, Rain and May is amazing. Thank you for helping me today. Cheers!!!
Internet is steady but the modem is malfunctioning. I asked for a new modem and that I couldn’t make it work. Connecting with customer support was useless. I ended up returning that modem and still got charged for 165$. Now I’m waiting to see if I can get my money back. Disappointed.
This has been an absolute nightmare. I can’t believe how challenging this situation has become. I foolishly switched providers based on a recommendation and it’s been nothing but issues since then. Calls keep dropping, and despite making nine requests for an invoice through various means over the past two months, I still haven't received one. I'm now two months overdue on payments, and my phone service has been suspended twice, preventing me from making calls. As this is my business phone, I am extremely frustrated to still not have a bill. It’s best to avoid this service entirely.
EXTREMELY POOR CUSTOMER SERVICE
I discontinued my internet service over a year ago and requested the disconnection of my line when I left the company.
They did disconnect the line but continued to bill me for it.
When I contacted their support, they claimed they couldn't access the details because my account was no longer active. Yet, they had no issue charging me for that account.
They even hung up the phone instead of resolving the issue.
Extremely poor service experience. Three times I left Canada and believed I had everything set up with my plans, but each time I traveled to the Philippines, I found myself without service. I can't reach the support team when I'm here. I feel scammed trying to find contact information online, and the support number is useless. I plan to cancel my service as soon as I can get in touch with them. It's distressing not to be able to contact my ailing mother while I'm away. It's been three days now, and I still can't reach them. Just an awful experience.
My bill increased significantly due to overage charges. I had been with a service provider for two years with few issues. I subscribed to a 20 GB data plan and typically managed my usage well. My monthly bill was $45, and I usually received alerts when approaching my limit. However, this time, I received no notification until I had reached 22 GB, and then I was informed that my data would be cut off and I would incur an additional $50 charge for just 2 extra gigabytes. When I reached out for assistance, they simply stated that nothing could be done and that I was fortunate to only be charged $50. As a result, my bill more than doubled due to this incident, which could have been prevented with proper alerts. I would have accepted a smaller fee, perhaps $20, but $50 seems excessive for a minor overage. I was left frustrated by the lack of notification and the unhelpful customer service, leading me to cancel my plan immediately. I won't be returning.
I missed a payment due to job loss but quickly made it up in installments. However, I was charged a full amount of $117, including additional fees for the missed payment, and the company claims they cannot refund me! After four weeks, the credit or cheque still hasn’t arrived, and now I'm struggling to afford groceries while they seem indifferent to my situation!
If you’re looking for a service provider that you can’t reach by phone, this is the one for you. Should you wish to call and contest charges or report fraud, prepare for the possibility of being told that the number isn’t yours and then abruptly disconnected. If you want a company that lacks situational awareness, this is definitely the provider for you.
We set up a children's phone account with a provider, and it turned out to be a major error. We had confirmed over the phone that the plan would strictly limit data and minutes as advertised. However, after just three weeks, we were hit with an additional $90 charge due to excessive usage. We decided to close the account and have since switched to another provider that actually enforces usage limits, preventing any overcharges.
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