Pro: inexpensive for part-time use (e.g. while traveling).

Con: Extremely SLOW!!!! Useless in some locations (e.g. Las Vegas NV) Inrertmittent internet connection, and frequent loss of connection. Erratic log-on: sometimes immediate, sometimes via their web-site, sometimes asks for passcode. Don’t sign up for autoamtic credit card renewal because no way to stop it.

Overall: Take your laptop to Starbucks instead.

And its pretty good.

I have just paid $108 and $40 for the ful box and dice
on virginus 2go.

It is way slower than anything we have in australia.

Its very sad in the US.

But I also must add most of the banking, travel and telecomms services I have tried in the US have been of much less quality and consistency than what we get in Australia.

So I was thinking it was just the way things are done in the US that doesn’t work and just accepted it as normal. From these posts I guess its not.

Dear Sir:

As a new Virgin Mobile Broadband2Go customer, I’m regret to letting you know that I have to terminate the service due to lack of internet service for the past 6 days and without any hope and confidence that problem could be resolved in short term.

I purchased VM Broadband 2Go USB device on Oct 25th, it served me okay except abrupt interruption due to the network service down, however on Dec 8th, the internet service completed stopped, I was given error message as “The remote server does not respond”. I called upon customer service and a ticket was opened for it (Ticket #: 37356567256). I was told that there was a network issue but issue will be fixed within 72 hours. I was advised to wait patiently untill customer representative call back with the number provided.

3 days passed, no one ever called me and problem still persist. I called back to customer support numerous times to check upon the status, however, I was told that the technician could not fix the problem and it was escalated to the head quarter for review. I patiently waited for another 2 days, still nothing happens and no one ever called for status update as they promised.

On Dec 13th, the fifth day without internet service, I called customer service 8 times that day, spent approximately 5 hours on the phone with them and finally I was told that, there is a problem on the network associated with my account, however, no one knows how to fix it, therefore, they decided to create a new account for me via issuing a refurbished device for me. And I asked how do I know that the new account issued through the refurbished device will not cause the same problem again since the root cause was never fixed. I was told that there is no such guarantee.

As a paying customer with no internet service at all for 6 days and with neither hope nor confidence of having existing issue fixed and stop it from happening again, It leaves me no choice but to stop the service. As an engineer myself, I knew the issue resides on the network system side and it will affect many users (I later confirmed this assumption through many other user reviews: http://katiefloyd.me/broadbandtogo/). It strikes me that no one on the technical side would try to fix the root cause, instead using a costly solution via issue a new account with new equipment. On my last conversation with the technical support team, I asked following questions and no answer was provided:

1) If issue resides on the network system, why not trying to fix the problem there?

2) If indeed network system issue cannot be fixed, why not trying to create a new account with the existing device, since device works just fine.

3) If the new account cannot be created on the existing device, why replace my new USB device with the refurbished one without any guarantee of not letting the same problem from happening again.

Below are brief records of my collaboration with the customer service for the past 2 days:

Dec 13th, 2010

1) 9:00 am PST, talked with Omar (om568980) to get an status and ask to talk to the supervisor;

2) 9:30 am PST, talked with supervisor Albert (Jo1925), I was told that local subject matter expert is looking at the issue and it will be fixed in 2 hrs. And he will personally call after 2 hrs.

3) 2:00 pm PST, no one called and issue persist, I talked with Jesse (13110), was advised it needs another 72 hrs, I ask to transfer the call to Albert;

4) 3:00 p.m PST, Albert advised that technican is still working on the issue and will give me a status update by the end of the day today at 4:00 p.m PST;

5) 4:00 p.m PST, no one called and issue persist, I talked with Daniel (10810), I was advised that there is problem on the network associated with my account, which no one can fix. So he will issue me a refurbished device to create an account with. I asked if I will be guaranteed to have problem fixed with this refurbished device since problem is on the network system side, I was told no. then that’s not an accepted solution for me;

6) 5:00 p.m PST, talked with Herman (call center supervisor) and call was disconnected on Herman’s side, he did not call me back;

7) 5:30 p.m PST, talked with Jem (52478) asking for the status again, and was told someone still working on it;
6:57 p.m PST, talked with Tieky (11065), was told Head Quarter was currently fixing the issue, and it will be solved in 4 hours and someone will call me after 4 hours, of course, no one called and issue persists. Tieky asked me to call back in 4 hrs in such situation, and that’s the time call center already closed.

Dec14th, 2010

1) 10:24 am PST, talked with Jonathan regarding this outstanding issue, he informed me that my account is fine and he transferred me to supervisor as he does not have answer for me;

2) 10:45 am PST, talked with Joseph (Jo568899), he gave me following status:

a. There was an issue on the network associated with my account, which prevent me from accessing the internet, But they failed at updating my account because of the issue;

b. Different department tried, but no one can solve the issue;

c. They asked header quarter, but no response yet;

d. Joseph will follow up with the head quarter and call me back in 4 hrs with the status;

3) 4:00 pm PST, of course no one called and problem persists, so I called back and talked with supervisor, Robert (ro321485) and asked those questions, no answer was provided:

a. If issue resides on the network system, why not trying to fix the problem there?

b. If indeed network system issue cannot be fixed, why not trying to create a new account with the existing device, we all know it’s a device set up issue.

c. If the new account cannot be created on the existing device, why replace my new USB device with the refurbished one without any guarantee of not letting the same problem from happening again.

Through above entire page of broken promises and false information, I completely lost my trust and confidence in the company’s services. Till today, the issue is still unresolved. Therefore, I’m asking for the terminating of the service as well as the reimbursement of December’s monthly fee $40 and the reimbursement of the device $87.79, since no service can be rendered through this working device.

And I would like to provide this entire picture to you so that you will have an idea about the company’s customer retention management; hence I title this article as “how Virgin Mobile lose a customer in 6 days”

Regards,

Jennie Chen