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Mobile phone provider reviews

Virgin Mobile review

By Hamse Yusuf

Article 12 of 13

Put us to the test

Our Test Labs compare features and prices on a range of products. Try Which? to unlock our reviews. You'll instantly be able to compare our test scores, so you can make sure you don't get stuck with a Don't Buy.

We regularly survey thousands of mobile phone customers so we can tell you exactly how Virgin Mobile compares to other phone providers.

How good is Virgin Mobile? 2019 Which? mobile provider satisfaction survey

Before signing up for a new phone deal, read our review of Virgin to see how it did in our regular mobile phone satisfaction survey.

In our latest survey we spoke to more than 6,100 real customers from 13 of the biggest phone providers including EE, O2, Vodafone and Three. They told us exactly what they thought of their phone company, from the customer service on offer to the value for money they get.

Virgin Mobile customer satisfaction survey results
Recommended Provider Customer service Ease of contacting Value for money Incentives Customer score
Subscriber only content Subscriber only content Subscriber only content Subscriber only content Subscriber only content Subscriber only content
Table notes: Ratings and scores based on a survey of Which? members in January and February 2019.

In this in-depth review of Virgin Mobile, we'll:

  • give you a full breakdown of how its customers rated it for key factors, including customer service, value for money and incentives.
  • report quotes from real Virgin Mobile customers on their experiences.
  • tell you whether it's a Which? Recommended Provider.

Only logged-in Which? members can view the results in the table below. If you’re not yet a member, you can get instant access by joining Which? today.

How good is Virgin's mobile coverage?

Virgin was the last major provider to offer 4G phone coverage, only introducing the faster speeds in November 2016.

The company is a virtual provider, which means it doesn't have its own phone network. Instead, it uses another providers' infrastructure – in this case EE's.

To check coverage where you live use our free interactive coverage map. Simply enter your postcode into the map and it will tell you how good EE's signal is in your area, as well as comparing it with the other providers.

Virgin Mobile deals and incentives

Virgin Mobile offers either pay-as-you-go (PAYG) deals or its pay-monthly ‘Freestyle' tariff. You don't have to pay anything upfront on a Freestyle deal and they're very flexible, allowing you to move up and down tariffs each month, adding or reducing your allowance of minutes, texts and data. There's no charge for switching, and you can do so as many times as you like. You can also rollover any unused data to the next month.

PAYG customers have two options - The Starter Tariff, which is a traditional PAYG offering or JAM Packs, which offer you a set amount of data, minutes and texts when you top up a certain amount. Customers on either of these tariffs get additional rewards of texts, minutes and data when they top up (in addition to the credit they've paid for).

Virgin Mobile stores

Virgin Mobile appears on the high street under the Virgin Media umbrella. Advisors in these stores are able to give help and advice on mobile issues or on broadband/pay TV matters.

You can find the nearest branch using the Virgin Media store locator or by calling Virgin Mobile customer services on 789 (from a Virgin Mobile device) or 0345 6000 789.

Complaints about Virgin Mobile

Telecoms regulator Ofcom regularly publishes information on the number of complaints it gets about the main mobile providers.

In its latest report, covering the first quarter of 2019 (January to March), Virgin Media generated the joint highest level of complaints, alongside Vodafone – six per 100,000 customers. In comparison, Tesco Mobile's had only one complaint per 100,000 subscribers. 

Read in-depth reviews of all the major phone networks in our mobile phone providers guide.

Recommendations you can trust

Which? is independent - we work for you, the consumer, so you can be sure that our recommendations are only influenced by our test and survey results. We don't take advertising and we buy all the products that we test ourselves.