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26 October 2020

Virgin Mobile review

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

How good is Virgin Mobile? 2020 Which? mobile networks 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 4,000 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.

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.

Virgin Mobile customer satisfaction survey results
Recommended Provider Customer service Ease of contacting Value for money Incentives Customer score
Table notes: Results based on an online survey of 4,027 members of the public in February and March 2020.

How good is Virgin's mobile coverage?

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

To check coverage where you live use our free interactive mobile network 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 bundled contract deals that includes a new smartphone. Virgin Mobile has recently stopped offering PAYG deals to new customers, so if you are in the market for one, best to go elsewhere.

WhatsApp, Facebook Messenger and Twitter usage don't count against your data allowance (except voice and video calls) and you can roll over your unused data as well.

Check out Virgin Mobile's contract and Sim-only deals

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.

You can find your nearest branch using the Virgin Media store locator or by calling Virgin Mobile customer services on 789 (from a Virgin Mobile device) or 0345 600 0789.

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 third quarter of 2019 (July to September), Virgin Media generated the joint-highest level of complaints, alongside Vodafone – seven per 100,000 customers. In comparison, Tesco Mobile had only one complaint per 100,000 subscribers. 

Find out how other providers fared in our guide to the best and worst mobile networks

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.

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