FYI: Virgin phones

[cardfixforhu]

I didn't know where else to post this but I wanted to let everyone know that uses Virgin Mobile cell phones that their rates are going up 266% as June 12 !!!!

There target market were kids and people who couldn't afford a regular cell phone, but it's more for the kids (when you call and listen to automated phone service, you can tell its more for the kids "Hi this is Tyler what can I do for you????" and lots of "Cools!!!")

Their promo was that you could buy a $15.00 card and have it good for 120 days with no hidden costs. Now they have changed their rates as of June 12. The new rates are :

for 365 days $100.00
for 120 days $ 50.00
for 90 days $ 25.00
for 45 days $ 15.00

So if you were just buying the old $15.00 cards all year that would have cost you $45.00 for the year now it would be $120.00 thats 266.66%.

So if you know someone who is using Virgin have them give them a call and complain.

I don't mind paying for a service but when they marketed their product at Christmas and made a such a drastic increase in price, that to me is unacceptable.

[swifferman]

I didn't know where else to post this but I wanted to let everyone know that uses Virgin Mobile cell phones that their rates are going up 266% as June 12 !!!!

There target market were kids and people who couldn't afford a regular cell phone, but it's more for the kids (when you call and listen to automated phone service, you can tell its more for the kids "Hi this is Tyler what can I do for you????" and lots of "Cools!!!")

Their promo was that you could buy a $15.00 card and have it good for 120 days with no hidden costs. Now they have changed their rates as of June 12. The new rates are :

for 365 days $100.00
for 120 days $ 50.00
for 90 days $ 25.00
for 45 days $ 15.00

So if you were just buying the old $15.00 cards all year that would have cost you $45.00 for the year now it would be $120.00 thats 266.66%.

So if you know someone who is using Virgin have them give them a call and complain.

I don't mind paying for a service but when they marketed their product at Christmas and made a such a drastic increase in price, that to me is unacceptable.


That's an interestingly flawed way of calculating price. As far as I can tell, the price is exactly the same but the length of time before expiration has decreased to what everybody else is offering.

P.S. Wrong forum. Asking for a mod to move it.

[deals46]

:arrowu:

Why is it flawed :?: :?: ... the math is simple:
$15 every month would = $180 per year
$15 for 45 days would = $120 per year
$15 for 120 days would = $45 per year
So it ends up costing more!!!

I recently switched with the idea of saving some $$$ based on the 120 day period (instead of $15 every month with Bell). So much for that!!! :mad:

Here is a link to the announced rates:

http://www.virginmobile.ca/site/en/customerService/html/cs_updates.html

[photon]

I didn't know where else to post this but I wanted to let everyone know that uses Virgin Mobile cell phones that their rates are going up 266% as June 12 !!!!

There target market were kids and people who couldn't afford a regular cell phone, but it's more for the kids (when you call and listen to automated phone service, you can tell its more for the kids "Hi this is Tyler what can I do for you????" and lots of "Cools!!!")

Their promo was that you could buy a $15.00 card and have it good for 120 days with no hidden costs. Now they have changed their rates as of June 12. The new rates are :

for 365 days $100.00
for 120 days $ 50.00
for 90 days $ 25.00
for 45 days $ 15.00

So if you were just buying the old $15.00 cards all year that would have cost you $45.00 for the year now it would be $120.00 thats 266.66%.

So if you know someone who is using Virgin have them give them a call and complain.

I don't mind paying for a service but when they marketed their product at Christmas and made a such a drastic increase in price, that to me is unacceptable.


Thanks for your information!
At first I thought that Virgin can save me some money.....

I am going to return my Virgin phone & forget about leaving Fido! :twisted:

[NG]

Oy!

This sucks. Glad I didn't decide to go with them. Unless they're gonna start selling phones for $25 w/ $10 airtime like PC Mobile they're just become as sleezy as Bell.

Well there's always 7-11's GSM service.

[NG]

I am going to return my Virgin phone & forget about leaving Fido! :twisted:

Makes sense. Even tho they're the same price now atleast Fido offers stuff like MobiTV and internet - and I believe that can come off the card itself.

[torontoraptor]

That's garbage. That's the main reason why I even chose Virgin. Well my phone is going straight back to Bestbuy and they can stick it you know where. I won't use my phone that often to justify the cost.

Thanks for posting. I only have 2 days to return it and I wouldn't have known.

[JayF]

I wonder if you can switch to Presidents Choice Mobile ($.20 / minute) and keep your number and use the same Audiovox 8615 phone.

[lanshark]

Aw man, and just when I'd figured it all out. Let me make this thread a HOT (??) deal, then, so it won't be moved. NCIX sells the Virgin Mobile 2125i phone for $56 (both regular and hot box versions) as a special order item (1 week.) Just search NCIX for "VIRGIN". I cancelled my order after learning this! I'll get a phone with free incoming minutes and similar rates. They have ~50 in stock.

[Thanh]

I have the exact same question !

I wonder if you can switch to Presidents Choice Mobile ($.20 / minute) and keep your number and use the same Audiovox 8615 phone.

[photon]

:arrowu:

Why is it flawed :?: :?: ... the math is simple:
$15 every month would = $180 per year
$15 for 45 days would = $120 per year
$15 for 120 days would = $45 per year
So it ends up costing more!!!

I recently switched with the idea of saving some $$$ based on the 120 day period (instead of $15 every month with Bell). So much for that!!! :mad:

Here is a link to the announced rates:

http://www.virginmobile.ca/site/en/customerService/html/cs_updates.html

Thanks for the link to check out this future rate hike!
If I were you, I would click on the feedback link at their web site and write them an e-mail and let them know how mad you are. I did tell them that my family & friends are leaving Virgin and I am returning the virgin phone and stay with Fido. :twisted:

This help me to release some of the ANGER :mad: I hope this also help you too...

[cardfixforhu]

The prices are not the same.

You could go all year on $45.00 ($15.00 for 120 days x 3 = $45.00)
After june 12 if you use the:
$15.00 card it will cost you $120.00 ($15.00 for 45 days x 8 = $120.00)
$25.00 card it will cost you $100.00 ($25.00 for 90 days x 4 = $100.00)
$50.00 card it will cost you $150.00 ($50.00 for 120 days x 3 = $150.00)
$100.00 card it will cost you $100.00 ($100.00 for 365 days x 1 = $100.00)

When I called they said they had to adjust their rates so that they could offer new features like "Cool ring tones"....

[deejayspinz]

This sucks. I am one of the few that dont use my phone much. $15 for 120 days was bearable... 45 makes it no better than the others... Time to check out PC Mobile. I have already sent my rant email to them. Encourage others who are pissed to do the same...

[torontoraptor]

Does anyone know if I would still be able to return this to BestBuy before 30 days. I know on the VM site it mentions a 10 day return policy.

Usually BestBuy takes mostly anything back within 30 days.

[can2000]

Thanks for the inf.

[rothmaniac]

A couple of questions.
Is the per minute rate the same, just the minimum amount per card being raised?

Also, didn't Virgin just announce that after 6 is free? Or is that a different plan?

[torontoraptor]

A couple of questions.
Is the per minute rate the same, just the minimum amount per card being raised?

Also, didn't Virgin just announce that after 6 is free? Or is that a different plan?

1. seems like the per minute rate is staying the same for now

2. that's if you sign up for a specific plan

[dmdsoftware2]

Does anyone know if I would still be able to return this to BestBuy before 30 days. I know on the VM site it mentions a 10 day return policy.

Usually BestBuy takes mostly anything back within 30 days.

If it is open and activated, no return.

If it is NOT open or (is open but not activated), 30 days.

[deals46]

If I were you, I would click on the feedback link at their web site and write them an e-mail and let them know how mad you are. :twisted:



Already sent an email :mad: ... like that's going to do alot!?? ;) , right... Companies don't understand the importance of customer loyalty when they pull something like this. We'll see how many people switch...

[torontoraptor]

If it is open and activated, no return.

If it is NOT open or (is open but not activated), 30 days.

That's not what I wanted to hear. Darn

Well, I'm going to have to have a little talk with them. :)

[dmdsoftware2]

That's not what I wanted to hear. Darn

Well, I'm going to have to have a little talk with them. :)

You could play the "abused customer" card. BB may take it back if you register a formal complaint with them saying that you were enticed into buying it with the said pricing schema ($15 for 4 months) and that Virgin changed the pricing schema is not honourable business practice. I played this "abused customer" card before at FS after 4 months of product ownership for a computer product (long story, not going to get into it, but I complained the company purposely deceived customers about the product) and they accepted it back with full refund.

[najibs]

so much for Virgins without a catch.

[sxz]

Aw crap, just when I was about to buy a Virgin phone! Thanks for the heads up, I guess I'll have to keep looking.

[fakishan]

this sucks, they used to be th eobvious choice for infrequent phone users, but now they're just barely the best choice.

100$ for a year...would be 120$ with the lowest 10$ card fido....so it' still alright, but that's some major deception. :mad:

[JAC]

Not nearly good enough to put up with their poor phone selection and puerile marketing strategy.

1. Can the 2125i be unlocked and moved to Bell?

2. If not, who wants to buy a 2125i?

:mad:

[mlerner]

I'm not surprised. Even with Virgin Mobile's success no company can keep low rates only serving prepaid users. Cell phone carriers are only sucessful when they have monthly and prepaid users which ensures they have a constant flow of revenue. With only prepaid, revenue may vary greatly. Be glad Virgin is at least exanding their prepaid plans because if they don't they may very well go out of business.

[torontoraptor]

Well maybe if they offered more phones, games, web browsing like they have in the U.S and U.K, they would be more successful.

I was willing to put up with that with their current top plans but this is ridiculous.

[infamous_seller]

cool yo

[Justin]

well, hopefully they add new features since they are charging more.

[mart242]

Ah FFS. I bought that virgin phone 6 months ago when I dumped telus (at 17$ / month). I barely use the phone so the 15$ / 4 months was great for me. I'm not sure that I'll pay 100$ for the full year now.. . They are a bunch of crooks just like bell is. I'll be sending them a complaint.. they are baiting people and now that they have lots of customers, they are increasing the fees by 2x. Bunch of crooks. :twisted:

[kingfencer]

damm them, damm them to hell. Companies always pull this kind of crap. Subways subs use to cost 4.27, but now its like 6.40, why? cause they added cucumber to the choice of topings...

[mart242]

well, hopefully they add new features since they are charging more.

What new feature could it be? A stupid ring tone? Web browsing? Who gives a **** about that? We want cheap service at 45$ / year. That's why most of us bought the phone in the first place!

[kingfencer]

its only a little better then fido now, i'm comtemplating a switch back, at least with fido, msn messagae could be sent to my cell.

[NG]

damm them, damm them to hell. Companies always pull this kind of crap. Subways subs use to cost 4.27, but now its like 6.40, why? cause they added cucumber to the choice of topings...

At least for Subway they didn't force you to buy a $50-$100 device to order the subs.

This all smells of bait 'n' nook. Wonder how long they had this idea in the cooker while they were running all the "no catch" ads.

[newatthis]

what the fcuk..... companies should be fined or license suspended for pulling this king scams

[M@rk]

Man, I knew Virgin Mobile was too good to be true, and that this would happen. Phew, lucky I got a Rogers prepaid instead, at least I wouldn't have to put up with those cruddy phone selections.

I know you guys are pissed (I would be), but at least they didn't make their rates more expensive than others.

[zoomzoom]

This sucks. Can someone elaborate on how Virgin's top-up works (I just bought one of their phones a few weeks ago). Does the unused $ carry over if you top up before it expires? So, for example, if I have:

* $20 unused and it expires on June 1
* On May 31, I "top up" with $100
* On June 2, what would I have in my account? $100 or $120?

Thanks.

[NG]

I'm not surprised. Even with Virgin Mobile's success no company can keep low rates only serving prepaid users. Cell phone carriers are only sucessful when they have monthly and prepaid users which ensures they have a constant flow of revenue. With only prepaid, revenue may vary greatly. Be glad Virgin is at least exanding their prepaid plans because if they don't they may very well go out of business.

Apprently overseas cell phone companies can offer cellphones where the time doesn't expire. There's even a thread in hot deals where some people are ordering SIM cards from overseas companies since even with the roaming fees their internet fees are much less than Rogers/Fido.

Cell phone co's have a nice scam going on here. Only give you the option of buying a phone that'll only work on their network (or in the case of GSM phones that can be used on any provider and there just happens to be only two companies in Canada offering GSM support - both owned by the same people) then charge whatever they want for the service.

Don't like it? That's cool you can switch...and pay $50-$300 for a new phone that'll only be good on the new company you're going with....until they jack up the fees.

[torontoraptor]

I know you guys are pissed (I would be), but at least they didn't make their rates more expensive than others.

That's only a matter of time. Doesn't seem like they care about their customers anyways if they're going to pull something like this.

[Bargain_Junkie]

THIS IS BS!!!! :mad: I recently bought VM phone :mad: I'm gonna call thier call center and tell those dumb aholes off! This is BS!

[mart242]

What's the best place to complain about that? BBB? Some tv shows like Marketplace?

[Venusia]

I'm sure there is a name for this sort of marketing technique, lure you in with a super low cost and then suddenly jack up the price. I could understand a 25% increase, but over 100% is ridiculous.

[Redflagsup]

BAIT AND SWITCH ! ..... PATHETIC!! :mad:


My email to Virgin Costomer Service:

I'm MAD!!..Your new rates as of June 12th are PATHETIC!! I directed all my friends to buy a VIRGIN mobile phone. HOW DUMB WAS I!! Your increase in rates of 63% is unacceptable. Your business ethics are unethical. Your BAIT AND SWITCH implementation is a SCAM. I hope your company disappears, and people will learn, never to trust another promotion like this again. You should be ashamed of yourselves.

[Div]

Very disappointing.

[Anteros]

I'm very disappointed with this change. I sent an email to customer service with my concerns. If you don't like this change, please do the same.

[Venusia]

I sent them an email at their online form (http://www.virginmobile.ca/site/en/customerService/html/customer_03.htm)

[b0ne]

this may be obvious, but please post any response you get from Virgin. :)

[LNahid2000]

Wow, this sucks. What a waste of $60 on my phone. I won't be topping up when my minutes expire in July. I guess my phone is useless now?

[Lalchi]

I am not topping up mine.

[LNahid2000]

I might just end up topping up on June 11 so that the phone will last me until October. Definitely will not top up after that.

[cardfixforhu]

I sent an email to Dale Goldhawk at "fightback@goldhawk.com", maybe he might have some contacts there to tell them how upset we are, if not hopefully he will be able to tell all the other Virgin users out there about this scam....


http://www.goldhawk.com/cont.shtml

[JVM]

Here's the new price breakdown, basically it's almost the same cost/year if you buy 4 $25 cards or 1 $100 card. I'd be more inclined to by 4x25 as then they won't have your money to do with as they see fit for a full year.

I'm not happy, but they are still the cheapest pre-paid out there, although not by a large margin as they were before.

Cost| Days Cost/Day Cost/Year
100 | 365 | 0.273972603 | 100
50 | 120 | 0.416666667 | 152.0833333
25 | 90 | 0.277777778 | 101.3888889
15 | 45 | 0.333333333 | 121.6666667

[Wiseman]

Just sent them my letter of dissapointment.

Do you think they'll actually do anything? Their site states:



Your happiness is important to us: if you’re not satisfied, neither are we. So if you’re having a problem related to your phone or service, we’re here to help.

Please tell us about your issue in the Web form (below), and our Customer Service team will respond to you shortly.


I think everyone is not satisfied.. so neither are they.. they should make it right.

[sportsfan99]

I sent an email to Dale Goldhawk at "fightback@goldhawk.com", maybe he might have some contacts there to tell them how upset we are, if not hopefully he will be able to tell all the other Virgin users out there about this scam....


http://www.goldhawk.com/cont.shtml

Are you for real this is not a scam.In the fine print it clearly states rates are subject to change.I am not saying its not right it is not but its not a scam.

[NG]

I sent an email to Dale Goldhawk at "fightback@goldhawk.com", maybe he might have some contacts there to tell them how upset we are, if not hopefully he will be able to tell all the other Virgin users out there about this scam....


http://www.goldhawk.com/cont.shtml

Wow..I didn't know Goldhawk was still in that business after going over to CPAC.

There's also Silverman Helps:

http://www.pulse24.com/News_Features/Silverman_Helps/

[ian1386]

As much as this sucks for you guys, I don't really think it's nearly as bad as what most companies do. Virgin doesn't have contracts, so if you don't like it, then you can leave. Sure, you bought the phone for x dollars, but you can probably sell it or whatever.

This, to me, is NOTHING compared to what rogers does. I got a bundle discount for internet/cable, however they started capping bittorrent downloads AND increased my cable fees by about $7/month. When I called to see how I could change this, they say "you can't". Now, if I try to go to another company, they'll CHARGE me $100 for breaking out of the bundle contract. That is absolute crap.

As for this...meh...$40/year isn't that much, since it's not like you're paying more for airtime or anything...

[NG]

As much as this sucks for you guys, I don't really think it's nearly as bad as what most companies do. Virgin doesn't have contracts, so if you don't like it, then you can leave. Sure, you bought the phone for x dollars, but you can probably sell it or whatever.

This, to me, is NOTHING compared to what rogers does. I got a bundle discount for internet/cable, however they started capping bittorrent downloads AND increased my cable fees by about $7/month. When I called to see how I could change this, they say "you can't". Now, if I try to go to another company, they'll CHARGE me $100 for breaking out of the bundle contract. That is absolute crap.

As for this...meh...$40/year isn't that much, since it's not like you're paying more for airtime or anything...

...it's almost like companies are trying to discourage people from trying new services.

[M@rk]

I am not topping up mine.

How come you guys aren't topping up? You've already spent $60+ on the phone, might as well continue using it. It's not like you could get another prepaid for at a cheaper rate anyways.

[NG]

How come you guys aren't topping up? You've already spent $60+ on the phone, might as well continue using it. It's not like you could get another prepaid for at a cheaper rate anyways.

They use it so little the extra cost makes the service not worthwhile?

[soulflare]

I've sent the following via e-mail, the flaming bag of poo will take slightly longer to arrive...

I just want to inform you that should your price increases planned for June 12th go into effect as scheduled, you will lose me as a customer and I'll be sure to warn my friends and family away from your service.

[sportsfan99]

I've sent the following via e-mail, the flaming bag of poo will take slightly longer to arrive...

I just want to inform you that should your price increases planned for June 12th go into effect as scheduled, you will lose me as a customer and I'll be sure to warn my friends and family away from your service.

You do know all have the right at any time with out notice can change the rate.

[Venusia]

You do know all have the right at any time with out notice can change the rate.

Yes we know that very well. It's not the fact they increased their rates, it's the size of the increase, over 100% yearly. That's shoddy service and we have the right to complain or stop using them.

[najibs]

You do know all have the right at any time with out notice can change the rate.

so i guess the "no catch" slogan was full of *****

[Redflagsup]

I think sportsfan99 works for Virgin Mobile, ha ha. How could any consumer support the misrepresentation of this product? A slight increase may be acceptable, but to TRIPPLE there prices after the Christmas promotion is unacceptable.

[mlerner]

I think sportsfan99 works for Virgin Mobile, ha ha. How could any consumer support the misrepresentation of this product? A slight increase may be acceptable, but to TRIPPLE there prices after the Christmas promotion is unacceptable.

Well go ahead and file a lawsuit. No go right ahead see if it even makes it to court. The fact is the terms and conditions you agreed to when signing up allow them to modify the service at any time for any reason. You may think it's unfair but the fact is providing this kind of prepaid service is not profitable for them, in a few years they would have gone bankrupt if they didn't change the pricing.

[najibs]

Well go ahead and file a lawsuit. No go right ahead see if it even makes it to court. The fact is the terms and conditions you agreed to when signing up allow them to modify the service at any time for any reason. You may think it's unfair but the fact is providing this kind of prepaid service is not profitable for them, in a few years they would have gone bankrupt if they didn't change the pricing.

I agree with what you say about the terms and conditions, but then again, EVERY cell phone company has that in their terms and conditions. I'm a Rogers user anyways, so I dont care, but I do think that there will be a class action lawsuit filed against them.

[NG]

EVERY cell phone company has that in their terms and conditions.

Everything has that now days. I expect to have to sign one of those next time I'm at the mall and need to go to the bathroom to take a crap.

[najibs]

Everything has that now days. I expect to have to sign one of those next time I'm at the mall and need to go to the bathroom to take a crap.


yeah, to prevent situations like the guy that sued home depot because he was stuck to the toilet seat after someone covered it in glue :lol:

[n3gr0]

so assuming I use like $30 bucks worth a month, this has no impact on me right?

[sportsfan99]

I think sportsfan99 works for Virgin Mobile, ha ha. How could any consumer support the misrepresentation of this product? A slight increase may be acceptable, but to TRIPPLE there prices after the Christmas promotion is unacceptable.

I do not work for any cell phone company.You did agree to the tos.

[najibs]

so assuming I use like $30 bucks worth a month, this has no impact on me right?

if you're using $30/month, you're better off going on Rogers/Telus/Bell ona contract.

[Redflagsup]

Well go ahead and file a lawsuit. No go right ahead see if it even makes it to court. The fact is the terms and conditions you agreed to when signing up allow them to modify the service at any time for any reason. You may think it's unfair but the fact is providing this kind of prepaid service is not profitable for them, in a few years they would have gone bankrupt if they didn't change the pricing.


A lawsuit is not required. We are all aware of the terms and conditions when registering with Virgin. However the conditions do not apply to a minor. The promotions were directed to kids. The Phones and fees are also specific to kids. We have 5 virgin phones in my family. You do the math.

[Sajjad]

I do not work for any cell phone company.You did agree to the tos.

Well, I guess there really was 'a catch' when they emphasized there was 'no catch'.

[Redflagsup]

I do not work for any cell phone company.You did agree to the tos.


And your as PATHETIC as Virgin Mobile. If you have so much money, you should have subscribed with ROGERS lol. Get a life.

[Justin]

Well go ahead and file a lawsuit. No go right ahead see if it even makes it to court. The fact is the terms and conditions you agreed to when signing up allow them to modify the service at any time for any reason. You may think it's unfair but the fact is providing this kind of prepaid service is not profitable for them, in a few years they would have gone bankrupt if they didn't change the pricing.



They just sped up the process of going bankrupt. Now it will be sooner then a few years. People will leave and less people will sign up.

[sportsfan99]

And your as PATHETIC as Virgin Mobile. If you have so much money, you should have subscribed with ROGERS lol. Get a life.

Your there one that is a joke.You agree to the agreement that is a contract.Sta y in school and you will learn.

[najibs]

you should have subscribed with ROGERS lol.

whats wrong with rogers?

[Redflagsup]

Your there one that is a joke.You agree to the agreement that is a contract.Sta y in school and you will learn.


Typical badger!!! Pay the increase fees, and learn how to spell.

VIRGIN MOBILE IS GOING DOWN!!!

[sportsfan99]

Typical badger!!! Pay the increase fees, and learn how to spell.

VIRGIN MOBILE IS GOING DOWN!!!

Yes daddy.

[NG]

Although I disagree with Sportsfan atleast he had the balls to actually stand behind what he says.

I find it hard to believe it's actually a "new" poster making these statements.

[sportsfan99]

To be clear i do not agree one bit with what vm is doing.But when you agree to tos your in a contract.

[soulflare]

I don't recall anyone in this thread claiming that VM doesn't have the right to change their rates. However, when they go and essentially triple our rates we have every right to tell them to stuff it and leave for another provider, which is what most of us will be doing since VM's only advantage in the mobile market was for the occassional user.

[cardfixforhu]

You’re missing the point. The point is to inform all the users of Virgin to complain and to let them know you’re not happy and that you’re not the only one that feels that way.

Hopefully there will be enough complains that they will re-think what they have done. In the past this has been proven effectively (ie Bell - caps on sympatico, Rogers - negative billing, internet speeds, newsgroups).

[DaVibe]

I'd call and complain and hopefully something will be changed, that's all I can think of on this one.

I guess Virgin underestimated where their REAL income was coming from. Personally, I was not aware that so many people bought Virgin Phones to hold on and not really use the minutes they put in, so honestly on the surface, fixing the plans up (on their side) wouldn't look so bad.

Continue complaining. I would.

[smartcdn]

http://www.redflagdeals.com/forums/showthread.php?t=289077

[DaVibe]

http://www.redflagdeals.com/forums/showthread.php?t=289077

You can't quote a May 10th thread with thread from May 11th ... that's just ... WRONG!

:D

[Redflagsup]

I don't recall anyone in this thread claiming that VM doesn't have the right to change their rates. However, when they go and essentially triple our rates we have every right to tell them to stuff it and leave for another provider, which is what most of us will be doing since VM's only advantage in the mobile market was for the occassional user.


Good comment!!

[ttt]

You can't quote a May 10th thread with thread from May 11th ... that's just ... WRONG!

:D

agreed.. for that he deserves to pay more for vm.. :lol:

[ronin893]

Rates are not increasing 266%. It's going up 122%. VM customers currently pay $45 annualized. Next month it will be $100. 100/45 - 1 = 1.22 or 122%

122% is a large percentage but it's hardly something to cry about. An extra $55 per year comes out to $4.58 per month, a little more than half an hour at minimum wage.

[smartcdn]

DaVibe,

That doesn't make sense about you can't quote May 10 from May 11.

Isn't that what quoting is for? to quote something from the near/distant past?

Or, should we only quote something from the future??????? How?

[DaVibe]

DaVibe,

That doesn't make sense about you can't quote May 10 from May 11.

Isn't that what quoting is for? to quote something from the near/distant past?

Or, should we only quote something from the future??????? How?

Just trying to say you can't quote on an old post with a newer one, which the user did.

My choice of words.

[compsci]

Here is the reply email to my complaint from Virgin Mobile. I feel they are
running a bait-and-switch scam. The change leaves customers no choice
but either accept the rate or throw the phone away. Big loss to customers.

Any one knows which customer assocation we should contact to investigate
their bad business practice? I don't think Better Business Bureau can do anything here.

News reporters may run a story about it as well. If you have a friend in
media industry, give a shot.

================================================== ======
Thanks for your recent email; we hope the following explanation of our new terms and conditions addresses your concerns and helps you understand why we've made these changes.

From time to time, we need to make changes to our service to ensure we can continue to provide Canadian mobile customers like you with what we believe to be the best all around mobile offer. And we think our new "the greater the top up amount, the longer your credit lasts" expiry periods will help us deliver on that promise.

From June 12, 2006, the new expiries on our top ups will still be among the longest in the industry - just compare us to the competition and we think you'll agree. What's more, you'll also have the freedom to use Virgin Mobile top ups longer than ever before with the introduction of our $100 top up card, which is valid for 365 days. And if you'd like to say goodbye to expiries for good, our new All Nighter Plan gets you unlimited calls from 6pm to 5am every day... with top ups that never expire!

We also wanted to ensure you know that any top ups purchased with the old expiry - and any credit you have in your account on June 12, will maintain our current expiry periods.

We take all our customers' feedback seriously and really appreciate your time to contact us about how you feel. If you have other questions or would like one of our team members to work with you to find the best plan to suit your needs, I am only an email away or contact us at 1.888.999.2321.

Sincerely,

Seth, Virgin Mobile Team

[Anteros]

I got that same email.

Looks like nothing will be done. Ah well. Virgin Mobile was nice while it lasted.

[illyas]

Here is the reply email to my complaint from Virgin Mobile. I feel they are
running a bait-and-switch scam. The change leaves customers no choice
but either accept the rate or throw the phone away. Big loss to customers.

Any one knows which customer assocation we should contact to investigate
their bad business practice? I don't think Better Business Bureau can do anything here.

News reporters may run a story about it as well. If you have a friend in
media industry, give a shot.

================================================== ======
Thanks for your recent email; we hope the following explanation of our new terms and conditions addresses your concerns and helps you understand why we've made these changes.

From time to time, we need to make changes to our service to ensure we can continue to provide Canadian mobile customers like you with what we believe to be the best all around mobile offer. And we think our new "the greater the top up amount, the longer your credit lasts" expiry periods will help us deliver on that promise.

From June 12, 2006, the new expiries on our top ups will still be among the longest in the industry - just compare us to the competition and we think you'll agree. What's more, you'll also have the freedom to use Virgin Mobile top ups longer than ever before with the introduction of our $100 top up card, which is valid for 365 days. And if you'd like to say goodbye to expiries for good, our new All Nighter Plan gets you unlimited calls from 6pm to 5am every day... with top ups that never expire!

We also wanted to ensure you know that any top ups purchased with the old expiry - and any credit you have in your account on June 12, will maintain our current expiry periods.

We take all our customers' feedback seriously and really appreciate your time to contact us about how you feel. If you have other questions or would like one of our team members to work with you to find the best plan to suit your needs, I am only an email away or contact us at 1.888.999.2321.

Sincerely,

Seth, Virgin Mobile Team

Yup, I got the exact same email.

[mart242]

I think that they did a mass email... :(

[Junk Food Junkie]

With the price hike, do you think that they will be adding US coverage now? Any extras to explain the increase?

[soulflare]

I think that they did a mass email... :(

I got the same message, but from 'Suzette'... my guess is that both she and Seth are fictional characters.

[n3gr0]

They arnt increasing prices.... just lowering the lifespan of the lower value cards......

[Junk Food Junkie]

They arnt increasing prices.... just lowering the lifespan of the lower value cards......

Sorry, I was looking at it as a yearly thing. $45 verses the now $100.

[Venusia]

We also wanted to ensure you know that any top ups purchased with the old expiry - and any credit you have in your account on June 12, will maintain our current expiry periods.

So if I go buy 15$ top up cards now, they'll still have a 120 day expiry after June 12?

I got emails from both Seth and Suzette, BTW.

[mart242]

I got the same message, but from 'Suzette'... my guess is that both she and Seth are fictional characters.

Oh, I forgot to check the name. Mine was from Suzette too.

[chococrazy]

Mine was from:

Adam, VM Team

:)

[ronin893]

With the price hike, do you think that they will be adding US coverage now? Dream on. It's highly unlikely that VM Canada will ever get a partner in the US. This is because VM US's technology is not compatible with VM Canada.

VM UK is GSM. <--- parent company
VM US is GSM.
VM Canada is CDMA.

For VM Canada's subscribers to roam in the US, they need to find a CDMA partner. And US CDMA networks are unlikely to partner with VM Canada because VM US is a domestic competitor.

[Ham]

I too received the same reply after I complained about the plan changes. I wrote one more email replying to their reply... here it is (I'll post the reply once I get it):


Hi Seth,

I have talked to four other friends who are also with Virgin Mobile and they also sent in email regarding this issue. They each showed me the reply they received and all replies were either from you or Suzette. Also, each email was word-for-word the same 'canned' email.

So I would appreciate if you could actually take the time to personally write an email to me and not just send a 'canned' email that a customer service representative drafted up. I find that this technique of replying to your customers greatly undermines their intelligence and I find it insulting that you try to disguise your reply as a personal email to me. You did put my name at the top and then you pasted the rest below. So I am requesting a personal explanation as to why Virgin is changing their plans.

The plan change Virgin is implementing is clearly a bait-and-switch technique. Every business person would tell you that this is a poor way to practice business if you truly value your customers. Last year Virgin pumped lots of money into an advertising campaign claiming there were 'no catches'... but it looks like we have discovered your first catch!

I believe you will see your customer base greatly decline after June 12th. I am sure most customers that do leave will take joy in seeing Virgin out of business in the coming years if this turns out to be the downfall of your cell phone offerings. I am not personally wishing bad fate on Virgin Mobile, but I truly feel you are neglecting your customers and the reasons why they first came over to Virgin Mobile. Because of this, I know you will see a loss in the number of customers in the coming months and this is never good for a company, no matter what business it practices.

In your reply I would like to know how you are improving service to offer "Canadian mobile customers like you with what we believe to be the best all around mobile offer." (This last sentence is a quote from your email, or at least from the email you pasted as your reply.)

Will you now be offering US coverage? What about being able to view your incoming and outgoing call history along with the corresponding charges online? Maybe Virgin is planning on offering TV service on its cell phones like your competitors now do? As far as I can see Virgin is not planning any of these. So once again I ask, how are YOU improving service as claimed in your email?

Sincerely,

Ham <--- Well... I actually put my name there...

[The_One]

I got that same lame email from Seth too. :lol:

[cesme77]

Ham, that is a very eloquent and well-written letter. I got the same mass-emailed response from "Seth", which I felt was insulting.

The only other point I would have made would be about the statement "new expiries on our top ups will still be among the longest in the industry". In my email to VM, I expressed my disappointment about the 200% rate increase. I don't care about the "longer expiries". I mean, how much effort did it take to top up $15 every four months? These longer expiries periods are meaningless to me (and I imagine to countless other VM users), especially since your credit carries over from from one yearly quarter to the next. What I do care about is how much money I'm expected to pay.

Prices increases are inevitable, but a 200% increase is unacceptable.

I hope that other VM users continue to deluge their customer service until a better response is received.

I too received the same reply after I complained about the plan changes. I wrote one more email replying to their reply... here it is (I'll post the reply once I get it):


Hi Seth,

I have talked to four other friends who are also with Virgin Mobile and they also sent in email regarding this issue. They each showed me the reply they received and all replies were either from you or Suzette. Also, each email was word-for-word the same 'canned' email.

So I would appreciate if you could actually take the time to personally write an email to me and not just send a 'canned' email that a customer service representative drafted up. I find that this technique of replying to your customers greatly undermines their intelligence and I find it insulting that you try to disguise your reply as a personal email to me. You did put my name at the top and then you pasted the rest below. So I am requesting a personal explanation as to why Virgin is changing their plans.

The plan change Virgin is implementing is clearly a bait-and-switch technique. Every business person would tell you that this is a poor way to practice business if you truly value your customers. Last year Virgin pumped lots of money into an advertising campaign claiming there were 'no catches'... but it looks like we have discovered your first catch!

I believe you will see your customer base greatly decline after June 12th. I am sure most customers that do leave will take joy in seeing Virgin out of business in the coming years if this turns out to be the downfall of your cell phone offerings. I am not personally wishing bad fate on Virgin Mobile, but I truly feel you are neglecting your customers and the reasons why they first came over to Virgin Mobile. Because of this, I know you will see a loss in the number of customers in the coming months and this is never good for a company, no matter what business it practices.

In your reply I would like to know how you are improving service to offer "Canadian mobile customers like you with what we believe to be the best all around mobile offer." (This last sentence is a quote from your email, or at least from the email you pasted as your reply.)

Will you now be offering US coverage? What about being able to view your incoming and outgoing call history along with the corresponding charges online? Maybe Virgin is planning on offering TV service on its cell phones like your competitors now do? As far as I can see Virgin is not planning any of these. So once again I ask, how are YOU improving service as claimed in your email?

Sincerely,

Ham <--- Well... I actually put my name there...

[kingfencer]

this just blows!!!

[JAC]

Somebody put together a well-written, reasoned letter to Virgin explaining how we as customers feel abused and betrayed, and are therefore leaving their service. Maybe if 10,000 people add their names, Virgin will get a sense of how their business will suffer.

http://www.petitiononline.com/petition.html

I'd do it, but I'm not feeling that eloquent today.

[charger]

Somebody put together a well-written, reasoned letter to Virgin explaining how we as customers feel abused and betrayed, and are therefore leaving their service. Maybe if 10,000 people add their names, Virgin will get a sense of how their business will suffer.

http://www.petitiononline.com/petition.html

I'd do it, but I'm not feeling that eloquent today.


Online petitions don't hold much merti because they are really easy to falsify. I'd just stick to writing letters to their customer service department.

[cardfixforhu]

Interesting choice of words in their email:

"From time to time, we need to make changes to our service to ensure we can continue..."

Makes me wonder what they will do the next time..... :mad:

[KAN]

I also sent a letter of complain, and will call all the firends I refered to do the same. We will see.

For sure this I will remember. And VIRGIN I will not forget.

[Nonopeno]

I guess worse case, we have to top up on june 11th to make sure the 15 bucks will last for another 4 months.. that would work right? i haven't purchased the phone long enough for the refill yet.

[sportsfan99]

Somebody put together a well-written, reasoned letter to Virgin explaining how we as customers feel abused and betrayed, and are therefore leaving their service. Maybe if 10,000 people add their names, Virgin will get a sense of how their business will suffer.

http://www.petitiononline.com/petition.html

I'd do it, but I'm not feeling that eloquent today.

Virgin will just says it in the tos.

[JAC]

Virgin will just says it in the tos.
You miss my point. I'm not contesting Virgin's right to f**k their customers over, I'm trying to show them how many customers they will lose as a result.

[kingfencer]

So pissed, i knew it would happen, if they raised it to 20 bucks for 3 months, maybe, but 25 for 3 months, damm it. I'm really thinking of switching after this.

[ronin893]

Are you guys for real? VM raised their rates from being the cheapest provider to still being the cheapest provider. VM raised their rates 122%. Even if they lose 50% of their customers, their revenue still goes up.

[kingfencer]

Are you guys for real? VM raised their rates from being the cheapest provider to still being the cheapest provider. VM raised their rates 122%. Even if they lose 50% of their customers, their revenue still goes up.



... unfortunately, we are making alot of rucuss, but they will probally just ignore it.

[Redflagsup]

BAIT AND SWITCH!!! VIRGIN MOBILE WILL GO DOWN!!!

[n3gr0]

THIS IS NOT GOING TO HAVE a BIG IMPACT ON THEM! The only people that are angry are the people who hardly use their phones... its not like they are angering their high use customers.

"Oh no, we lost 20 people that only bought 3 cards a year!" lol big whoop to them

[mart242]

Are you guys for real? VM raised their rates from being the cheapest provider to still being the cheapest provider. VM raised their rates 122%. Even if they lose 50% of their customers, their revenue still goes up.

Huh? 122%? It used to be 15$ every 4 months -> 45$ a year. Now, it's 100$ a year for the cheapest one. 100$ / 45$ = 222%... unless your post was a typo?

[JAC]

Are you guys for real? VM raised their rates from being the cheapest provider to still being the cheapest provider.
How do you figure? 7-eleven Speakout is $25 for 120/day expiry, compared to Virgin's $50 for 120/day expiry.

[needie]

How do you figure? 7-eleven Speakout is $25 for 120/day expiry, compared to Virgin's $50 for 120/day expiry.


I thought its 7-eleven Speakout is $25 for 365/day expiry

http://www.7-eleven.com/products/docs/SpeakOutBrochure_eng.pdf

[dmdsoftware2]

How do you figure? 7-eleven Speakout is $25 for 120/day expiry, compared to Virgin's $50 for 120/day expiry.

Let us not get all testy to eachother. Remember who your real enemy is, Virgin Mobile.

http://www.nrk.no/img/409502.jpeg
Did you really think this guy was not going to give you any catches? :twisted:

[ronin893]

Huh? 122%? It used to be 15$ every 4 months -> 45$ a year. Now, it's 100$ a year for the cheapest one. 100$ / 45$ = 222%... unless your post was a typo?If the price went from $45 to $45 (no change), would the price increase be $45 / $45 = 100% increase or 0%?

Here's a clue for you. My 122% versus your 222% Note that you're off by 100% there.

[JAC]

I thought its 7-eleven Speakout is $25 for 365/day expiry

http://www.7-eleven.com/products/docs/SpeakOutBrochure_eng.pdf
Maybe. I downloaded one of the manuals and it said 120 day. :confused:

Crap phones, though. The Nokia 1100 and 3210.

[dmdsoftware2]

If the price went from $45 to $45 (no change), would the price increase be $45 / $45 = 100% increase or 0%?

Here's a clue for you. My 122% versus your 222% Note that you're off by 100% there.

What the heck are some of these folks talking about?

It all comes down to the fact we are all paying 2.22x more per year then we use to. Period.

[forreal]

I thought its 7-eleven Speakout is $25 for 365/day expiry

http://www.7-eleven.com/products/docs/SpeakOutBrochure_eng.pdf
Maybe. I downloaded one of the manuals and it said 120 day. :confused:

Crap phones, though. The Nokia 1100 and 3210.

That's because you downloaded an old manual for Speak Out USA. When it first rolled out in the States, it was a 120-day expiry but it was later expanded to 365 days.

The link to the brochure above is also for Speak Out USA. Here's a scan of Speak Out Canada's brochure from December (http://www.howardforums.com/showpost.php?p=6410874&postcount=4).

[zoomzoom]

Let us not get all testy to eachother. Remember who your real enemy is, Virgin Mobile.

http://www.nrk.no/img/409502.jpeg
Did you really think this guy was not going to give you any catches? :twisted:


... didn't Branson sell Virgin a few months ago :confused: Though the company still has the Virgin name, I don't think he owns it anymore. That's probably why the price is changing - new owners.

[dmdsoftware2]

... didn't Branson sell Virgin a few months ago :confused: Though the company still has the Virgin name, I don't think he owns it anymore. That's probably why the price is changing - new owners.

Without Virgin, Branson is nothing.

He sold 49% of the Virgin Atlantic. He's still very much the owner.

[mingcourt]

Hi x

Thanks so much for emailing us with your concerns. We really are sorry you are unhappy with our services, and we certainly don't want to lose you or your friends as customers. We're sad to hear you no longer view us in the same positive light.
The recent change in our terms and conditions concerning expiry dates was an effort on part if us here at Virgin Mobile to ensure we will be able to continue to offer competitive services, prices, and products to our new and current customers. We continuously strive to remain competitive, and offer Canadians the best value in the mobile industry.
But I'd like to take just a moment to assure you that we still remain very competitive and hope that you decide to remain with Virgin Mobile. Consider the following exciting Virgin Mobile benefits:

> Virgin Mobile does not charge a monthly system access fee (roughly $6.95 with most providers). BIG savings in that alone!
> We have no system access fee. Free is always fun!
> We don't charge a monthly rate for the most widely used extra features such as voicemail, call display, 3-way calling, call forwarding, or call-waiting. Believe me, this one's a fan favorite!
> Your pricing option is not dependant on the top up value, meaning you can enjoy even our lowest rates with the minimal top up amounts.
> Virgin Mobile takes great pride in its award-winning customer service with an easily accessible Customer Care Team.

When you consider these key points and combine them with competitive expiry dates on all top-up cards, pricing options tailored to meet our customers needs, our new $100 top up card with a 365 day expiry (available as of June 12th, 2006), and the release of our new All-Nighter plan, we firmly believe (and think you'll agree) we're more than a match for anything on the mobile market!
We knock their socks off!

We sincerely hope you decide to remain with Virgin Mobile, and if you have any further questions, never hesitate to drop another line!

Your friend at VM,
Seth, Virgin Mobile Team

anyone else get this?

[JAC]

That's because you downloaded an old manual for Speak Out USA. When it first rolled out in the States, it was a 120-day expiry but it was later expanded to 365 days.

The link to the brochure above is also for Speak Out USA. Here's a scan of Speak Out Canada's brochure from December (http://www.howardforums.com/showpost.php?p=6410874&postcount=4).
Thanks. Anyone know of a location that has better phones? Or can we use an unlocked phone?

[Ham]

I am still waiting for my reply from Seth for the second email I sent to him. During the weekend I was giving him the benefit of the doubt that he just wasn't at work becuase of the weekend. I will still give him the benefit of the doubt right now and assume he had Monday off work. We'll see if he replies Tuesday...

[cesme77]

Below is the response that I received to my second email, this time from "Jeremy" not "Seth".

Hey **** -

I appreciate you taking the time to voice your concerns with us about the new expiry system, and to help us improve our services. We take all of our customer's feedback seriously and every comment is taken to heart.

As you might imagine, we received a large amount of customer emails in response to the change to our expiry system. In order to avoid long delays in responding, we created a standard response that we felt would address the majority of people's concerns and help clarify why the changes were being made. I'm glad that you responded and gave me the chance to address your comments directly.

I completely understand your concerns over the change in the expiry system. This is not a change that was entered into lightly, and we do understand the impact this could have on our customers. However, certain changes were necessary for us to continue to offer our services in Canada. I just want to make it clear that this isn't a "money-grab" or a case of us trying to make more money in exchange for the confidence and faith of our customers.

I can appreciate your comment that the expiry dates don't matter to you, so instead of discussing expiry dates I will give you some information on the monthly cost to maintain a phone. You listed in your first email that if you were to use only $15 top up cards you cost yearly would be $120. That is why we are launching a new $100, 365 day expiry card. With this card, the monthly cost to maintain your phone is only $8.22 - by far the best in the pre-paid industry. Plus, it also gives you the convenience of only having to top up your mobile once a year. If you prefer to top up with smaller amounts more frequently, then our $25 cards (with a 90 day expiry) are a close second with a cost to maintain the phone of just $8.33 per month. On comparable cards from other companies (which all have much shorter expiries) the monthly cost to maintain with a $25 is $12.50, and on $20 cards is either $13.33 or $20 per month. Over a year the savings with Virgin Mobile can definitely add up.

Also keep in mind that Virgin has no additional fees, 911 charges, or monthly system charges, and that all of our call features (such as voicemail, call display, etc.) are free of charge. We also have a customer service team that's been voted the best in the industry, and who truly believe in Virgin Mobile and is dedicated to providing amazing customer service.

We value each and every customer and I hope you will continue to use Virgin Mobile. I hope I was able to address your concerns. If you have any more, please email me again - I'd welcome any additional feedback you may have.

Have a wonderful day, **** -

Jeremy
VM Team

[knapper]

Below is the response that I received to my second email, this time from "Jeremy" not "Seth".

Hey **** -

I appreciate you ...
Have a wonderful day, **** -

Jeremy
VM Team

I'm not happy with VM's changes as I just bought an emergency phone for the mother inlaw, but I think Jeremy's response is quite good.

[cesme77]

I'm not happy with VM's changes as I just bought an emergency phone for the mother inlaw, but I think Jeremy's response is quite good.

Yeah, Jeremy's email was definitely an improvement over the canned one.

So, according to the stats Jeremy gave, $8.33 is the monthly cost of the phone (I'm not considering the $8.22, because like an earlier poster mentioned, I don't want to give VM $100 up front to use for an entire year). That's still an $39.96 yearly increase.

OLD RATE: $15 per 4 mths = $3.75/mth
NEW RATE: $8.33/mth
DIFFERENCE: $4.58 * 12 mths = $54.96

[kellya]

Wow - "Jeremy" must really be working hard - I just received the exact same email response to my second email. That is sort of funny - responding to a complaint about a bulk email with a second bulk email....

still not impressed....I've been looking at our usage and I think my husband and I are using our phones enough that we may be better off with another provider anyways....

Kelly

[hover42]

Yeah, Jeremy's email was definitely an improvement over the canned one.

So, according to the stats Jeremy gave, $8.33 is the monthly cost of the phone (I'm not considering the $8.22, because like an earlier poster mentioned, I don't want to give VM $100 up front to use for an entire year). That's still an $39.96 yearly increase.

OLD RATE: $15 per 3 mts = $5/mth
NEW RATE: $8.33/mth
DIFFERENCE: $3.33 * 12 mths = $39.96
Not to be picky, but the OLD RATE was $15 for 4 months, not 3, making the yearly increase approximately $55 (from $45 to $100).

[JAC]

Email # 2:

Hello JAC,

We are really sorry to hear that you are not happy with the recent changes. We had to implement these changes, not because we want to rip off our customers or to increase our overall profit but to be able to continue to offer our customers the same great service and value we have offered for the short period of time that we have been in business. In no way at all, were these changes meant to be a catch.

We're committed to being a customer champion here in Canada, and assure you we will continue to provide you the great rates of .25 cents for the first five minutes of the day, and .15 cents a minute for the remainder of the day, no system access fees, same great network, no service charges for caller ID or voicemail. Along with these services we will strive to provide the best customer service in the mobile industry.

I checked your account and I see that your average spending is around $13 a month. I really hope that you stay with us. Our $25 top up with 90 day expiry, equates to just a little over $8/ month of usage and this is the most competitive rate in the industry so I believe this would really suit your usage. Please give us another try and we promise that we will not disappoint you again.

Warmly,

Azam
VM Team

[cesme77]

Not to be picky, but the OLD RATE was $15 for 4 months, not 3, making the yearly increase approximately $55 (from $45 to $100).


My bad, thanks for catching my mistake. I've edited my previous post to reflect 4 months instead of 3.

[cardfixforhu]

How stupid do they think we are.... I find this more insulting that they think that we wouldn't have caught on to the so-called "personal emails"... and how they "truely value us"..

Hello Xxx -

I appreciate you taking the time to voice your concerns with us. We take all of our customer feedback to heart and I've sen your emails on to our management team.

I completely understand your concerns over the change in the expiry system. This is not a change that was entered into lightly, and we do understand the impact this could have on our customers. However, certain changes were necessary for us to continue to offer our services in Canada. I just want to make it clear that this isn't a "money-grab" or a case of us trying to make more money in exchange for the confidence and faith of our customers.

I've studied your account and usage history. I'd like to take the opportunity to show you why, for infrequent users such as yourself, Virgin is still the best value in the pre-paid industry. I know you said you were angered before by the mention of our new $100 card, but I just want you to know that with that card the monthly cost to maintain your phone is only $8.22 - by far the best in the pre-paid industry. Plus, it also gives you the convenience of only having to top up your mobile once a year. Also, our $25 cards (with a 90 day expiry) are a close second with a cost to maintain the phone of just $8.33 per month. Other mobile companies, on a $25 card, offer an expiry of only 60, 45, or 30 days. Also keep in mind that Virgin has no additional fees, 911 charges, or monthly system charges, and that all of our call features (such as voicemail, call display, etc.) are free of charge.

I sincerely appreciate you taking the time to voice your concerns with us. We value you as a customer, and I hope you will continue to use Virgin Mobile. If you have any further comments please feel free to email me anytime.

Have a fantastic day, Xxx -

Jeremy
VM Team

[Ham]

Here is the reply I got for my second email. It's from Jeremy as well. It is canned because others have posted similar emails. However, at the end he did add some stuff in there regarding specific issues of mine. So I will give them some credit for that. I'm still annoyed overall though....


Hey there "Ham" -

I appreciate you taking the time to voice your concerns with us about the new expiry system, and to help us improve our services. We take all of our customer's feedback seriously and every comment is taken to heart.

As you might imagine, we received a large amount of customer emails in response to the change to our expiry system. In order to avoid long delays in responding, we created a standard response that we felt would address the majority of people's concerns and help clarify why the changes were being made. We definitely didn't intend to offend anyone - we just wanted to respond as quickly as possible. If you were insulted in any way by this, then I truly apologize. I'm glad that you responded and gave me the chance to address your feedback directly.

I completely understand your concerns over the change in the expiry system. This is not a change that was entered into lightly, and we do understand the impact this could have on our customers. However, certain changes were necessary for us to continue to offer our services in Canada. I just want to make it clear that this isn't a "money-grab" or a case of us trying to make more money in exchange for the confidence and faith of our customers.

I studied your account and your usage history so that I could take the opportunity to show you why I honestly believe Virgin is the best pre-paid provider for you. For our infrequent users (such as yourself) we are launching a new $100, 365 day expiry card. With this card, the monthly cost to maintain your phone is only $8.22 - by far the best in the pre-paid industry. Plus, it also gives you the convenience of only having to top up your mobile once a year. If you prefer to top up with smaller amounts more frequently, then our $25 cards (with a 90 day expiry) are a close second with a cost to maintain the phone of just $8.33 per month. Other mobile companies, on a $25 card, offer an expiry of only 60, 45, or 30 days. Even with the changes to our $15 expiry, the new 45 day expiry is still longer than all other providers, who offer either 30 or 15 day expiries on that value of card.

Also keep in mind that Virgin has no additional fees, 911 charges, or monthly system charges, and that all of our call features (such as voicemail, call display, etc.) are free of charge. We also have a customer service team that's been voted the best in the industry, and who truly believe in Virgin Mobile and is dedicated to providing amazing customer service. This is why we believe we offer the best all-around mobile service in Canada.

As a new and growing company, we are constantly adding to our services and acting on customer suggestions. We continue to work on adding US Roaming to our list of services. Many customers have requested the ability to view their usage history online, and I have added your email to that suggestion list. In the meantime, you can request a usage history any time via email or by calling us at 1-888-999-2321. Just let us know the length of time you'd like the history for (up to the last 90 days) and if you'd like it sent to your email or mailed to your home or office.

We're always looking at new mobiles and services to keep our line-up fresh and exciting. For instance the new Nokia 3155i Groove offers videotones and video messaging. While there is no set date to launch a mobile with TV services this is a definite possibility for the future and I have also passed on your email with that suggestion.

All of our customer feedback is sent to the appropriate managers, and I've forwarded on your email as you requested. I hope I've been able to address all of your concerns, but if you'd like a member of our management team to contact you directly just reply with the number and time you'd prefer to be called. We'd welcome the opportunity to speak to you. I'd also appreciate any additional feedback if you'd like to reply back to me via email.

We sincerely value all of our customers, and I hope you continue to use Virgin Mobile.

Have a wonderful day, "Ham" -

Jeremy
VM Team

[Venusia]

I got confirmation this weekend from Virgin that any 15$ card that is purchased before June 12 will still have a 120 day expiry. So if you recently purchased your phone and want to amortize your cost before switching, you can buy a few 15$ cards by that date to stock up.

[fakishan]

I got confirmation this weekend from Virgin that any 15$ card that is purchased before June 12 will still have a 120 day expiry. So if you recently purchased your phone and want to amortize your cost before switching, you can buy a few 15$ cards by that date to stock up.
jsut wondering if your comfirmation is good; you did put "purchased" in bold, but are you sure it applies to purchased cards or activated before June 12?

[Venusia]

From the email received:
The change in expiry is only as of June 12, 2006. This means that all top ups purchased before that date will still be honoured at the 120 day expiry. Not only does this mean we will honour the current expiry date on all existing mobiles, but it also means you can go and purchase a new $15 top up before June 12th, and it will have 120 days before it expires regardless of when it is added to your account.


Notice the regardless of when it is added to your account.

[cardfixforhu]

I think we need to post where we have purchased our $15.00 cards to see who prints an expiry date on them.... This was the reply that I got from my question about the vourchers have an expiry date.

------------------------------------------------
Can you please tell me if there is an expiry date on any top up cards that I purchase? In other words if I purchase a topup card from Bell World how long do I have to use the topup card?

------------------------------------------------

I see that you have a good eye for value!! Sorry about the misunderstanding with the top up expiry. Our top up cards have 2 different forms. The pin number could either appear on the card or on a voucher. When you get a voucher , the expiry of the voucher is 1 year from date of purchase so you have 1 year to add the minutes to your mobile. If you get a top up card and the pin number appears on the top up card, the expiry dates vary. Normally it is 3-4 months from date of purchase. You can always check the expiry date on the card. Please email me back or call us at 1 888 999 2321 if you have any other questions or concerns.

Cheers,

Azam
VM Team

[Junk Food Junkie]

On May 16th, I purchased a $15 top up card which has a "16 digit top up code" printed on my receipt. "Funds expire 120 day after activation". "Activate before April 30, 2007".

Cards are good for 1 year from purchase.

[can2000]

On May 16th, I purchased a $15 top up card which has a "16 digit top up code" printed on my receipt. "Funds expire 120 day after activation". "Activate before April 30, 2007".

Cards are good for 1 year from purchase.

Where did you buy it? From store or web? thanks

[Junk Food Junkie]

I bought it from a store, the expiry printed on the receipt isn't exactly 1 year, so keep that in mind .......

Bought May 16/06
Expires/Activate before April 30/07

[CStone]

For those who are interested......

The Bell World at Eaton Centre (Toronto) sells cards that will expire on Oct 31, 2006.

[lukeke]

No soliciting.

[zoomzoom]

I bought it from a store, the expiry printed on the receipt isn't exactly 1 year, so keep that in mind .......

Bought May 16/06
Expires/Activate before April 30/07


Hey there Junk Food Junkie.... what's the name of the store you bought the card from? It would say me driving all over the place. Thanks.

[cardfixforhu]

burp!

[Konowl]

Bah, this is ********. The main reason I went with Virgin in the first place was the 90 day minute thing.

*emailed*

[Bargain_Junkie]

Hey does anyone know how to upload pics from the Virgin mobile Camera phone????????????????????????????????????

[Junk Food Junkie]

Hey there Junk Food Junkie.... what's the name of the store you bought the card from? It would say me driving all over the place. Thanks.

I bought mine at No Frills. According to the website, they are also sold at;
Futureshop, Best Buy, Zellers, SDM, Bell World, London Drugs, HMV, Chapters Indigo, Sears, 7-11, Macs, Avondale, Stereo Plus, Le Club International.

[impostor]

Zellers, SDM, Bell World, 7-11 in GVR all expire October 31.

None of the doofuses at Metrotown FS knew when unactivated top-ups expire, and wouldn't allow me to get a refund if the date wasn't longer than that. :evil:

[superizzy]

Sorry if this seems ignorant, but how did you determine when the expiry date was.

I saw some phone cards at the mall, but you essentially take them to the cash and they ring it in. No expiry on the cardboard. Do you have to asjk the cashier to check for u.

[can2000]

Same question.
Would someone please advise? Thanks!


Here is my answer to my question: The exipred date for activation will be shown on the receipt. So ... KEEP the receipt! :idea:

[forreal]

Sorry if this seems ignorant, but how did you determine when the expiry date was.

I saw some phone cards at the mall, but you essentially take them to the cash and they ring it in. No expiry on the cardboard. Do you have to asjk the cashier to check for u.

Those cardboard cards on display are not, of course, the real topup cards. When you take it to the cashier, you'll either get an actual topup card or a printed-out receipt (voucher).

If you get a topup card, the expiry date will be in the top corner of the card, but it's very hard to see, so look closely.

If you get a voucher, from what I've read in this forum and others, it seems that most vouchers don't have the expiry date printed on them. A few people have said that they've contacted customer service about this and have been informed that you have exactly one year to use the voucher.

I called customer service, too, and the rep told me that she was absolutely sure that you had 6 months to use it (because she was told this during her orientation). So I asked her if she could check her computer to see when the PIN on my voucher will expire. She didn't think it were possible to do this, but she told me that she would try. It turns out that my voucher, which I bought on May 27, will expire on April 30, 2007. So like what Junk Food Junkie said, it's not exactly a year and it's definitely not 6 months like what the rep believed.

[Bargain_Junkie]

Hey does anyone know how to upload pics from the Virgin mobile Camera phone????????????????????????????????????
:|

[Junk Food Junkie]

QUOTED
Originally Posted by Bargain_Junkie
Hey does anyone know how to upload pics from the Virgin mobile Camera phone????????????????????????????????????

~~~~~~~~~~~

Ok, I'm new with this stuff, so maybe try these;

To upload right after a picture has been taken............
1. Take a picture.
2. Press Next.
3. Select "Upload To Albums".

OR

For Pictures already saved to phone........
1. Go to "My Pictures".
2. Go to "In Camera"
3. Choose the picture you want to upload, click on "Options".
4. Click on "Upload To Albums".

OR

If you send a picture to a friend directly from your phone, it automatically gets uploaded to your online album.
PXT Sharing - Your Online Uploaded Cell Phone Album
http://pxt.virginmobile.ca/login.do

Hope that helps!

[JAC]

Those cardboard cards on display are not, of course, the real topup cards. When you take it to the cashier, you'll either get an actual topup card or a printed-out receipt (voucher).

If you get a topup card, the expiry date will be in the top corner of the card, but it's very hard to see, so look closely.

If you get a voucher, from what I've read in this forum and others, it seems that most vouchers don't have the expiry date printed on them. A few people have said that they've contacted customer service about this and have been informed that you have exactly one year to use the voucher.

I called customer service, too, and the rep told me that she was absolutely sure that you had 6 months to use it (because she was told this during her orientation). So I asked her if she could check her computer to see when the PIN on my voucher will expire. She didn't think it were possible to do this, but she told me that she would try. It turns out that my voucher, which I bought on May 27, will expire on April 30, 2007. So like what Junk Food Junkie said, it's not exactly a year and it's definitely not 6 months like what the rep believed.

The ones I picked up today say use before 10/31. :mad:

[Bargain_Junkie]

QUOTED
Originally Posted by Bargain_Junkie
Hey does anyone know how to upload pics from the Virgin mobile Camera phone????????????????????????????????????

~~~~~~~~~~~

Ok, I'm new with this stuff, so maybe try these;

To upload right after a picture has been taken............
1. Take a picture.
2. Press Next.
3. Select "Upload To Albums".

OR

For Pictures already saved to phone........
1. Go to "My Pictures".
2. Go to "In Camera"
3. Choose the picture you want to upload, click on "Options".
4. Click on "Upload To Albums".

OR

If you send a picture to a friend directly from your phone, it automatically gets uploaded to your online album.
PXT Sharing - Your Online Uploaded Cell Phone Album
http://pxt.virginmobile.ca/login.do

Hope that helps!

:) thanks a bunch

[can2000]

In Non Frills, I got a top up card which will be expired in April 1st, 2007.

[cardfixforhu]

I got one from Best buy today - there was no expiry date printed on it - it just says "Funds expire 120 days after activation" and there was nothing on the card they scaned. So if it doesnt work, they will be in for a fight....

[can2000]

I got one from Best buy today - there was no expiry date printed on it - it just says "Funds expire 120 days after activation" and there was nothing on the card they scaned. So if it doesnt work, they will be in for a fight....
Dude, check your receipt. All inf is there.

[kruhl]

:confused: Herer is the reply that I got.
Hello Keith,


Thank you for taking the time to voice your concerns. We are sorry to hear that you are disappointed. The recent change in our terms and conditions concerning expiry dates was an effort on part if us here at Virgin Mobile to ensure we will be able to continue to offer competitive services, prices, and products to our new and current customers. We continuously strive to remain competitive, and offer Canadians the best value in the mobile industry. We're committed to being a customer champion here in Canada, and assure you we will continue to provide you the great rates of .25 cents for the first five minutes of the day, and .15 cents a minute for the remainder of the day, no system access fees, same great network, no service charges for caller ID or voicemail. Along with these services we will strive to provide the best customer service in the mobile industry.


We truly appreciate the fact that you referred people to Virgin Mobile and I understand that the 120 day expiry with a $15 top up card was what attracted you to Virgin Mobile, but I'd like to take the opportunity to show you why Virgin is still the best value in the pre-paid industry. For infrequent users I'd recommend the new $100, 365 day expiry card we'll be launching on June 12, 2006. With this card the monthly cost to maintain your phone is only $8.22 - by far the best in the pre-paid industry. Plus, it also gives you the convenience of only having to top up your mobile once a year. If you prefer to top up with smaller amounts more frequently, our $25 cards (with a 90 day expiry) are a close second with a cost to maintain the phone of just $8.33 per month. Any top ups applied to your account before June 12, 2006 will still honour the 120 day expiry date. Also, any top up cards purchased before June 12, 2006 will have a 120 day expiry even if you add them to your account after the top up expiry terms and conditions have been changed on June 12th, 2006. We sincerely hope that you decide to continue your service with Virgin Mobile because we would really not want to lose you as a customer. If you have any further questions please drop me another line.

Warmly,

Azam
VM Team

[downz]

I just bought a couple of cards today and they say that they will be expired if not used before October 31, 2006. I hope they keep to the promise they made in those form responses they've sent out to some of you.

[impostor]

I can't trust them any longer. They'll just point to "terms and conditions are subject to change" and screw you again. :evil: If it doesn't have an expiry date beyond October 31, I'm not buying a $15 top-up card.

[cardfixforhu]

I read the receipt very carefully, there was no mention of an expiry date for the voucher. It will be the same setup at future shop.

[can2000]

I read the receipt very carefully, there was no mention of an expiry date for the voucher. It will be the same setup at future shop.

I purchsed it from No Frills. And the expiry date was shown on the receipt.

[forreal]

I read the receipt very carefully, there was no mention of an expiry date for the voucher. It will be the same setup at future shop.

Yes, it seems that some vouchers have the expiry date on them and some don't. None of the vouchers that I have bought from FS had the expiry date on them (but that probably depends on the setup at each store). As I mentioned in a previous post, I called customer service and asked them to check the PIN on my voucher to see when it will expire. You should do the same because you can't just assume, as some customer reps have said, that it will expire exactly a year from the date of purchase. For my voucher, it was more like 11 months than 1 year.

[compsci]

The response from virgin regarding activation expiry date:

Thanks for taking the time to email us. You are totally right with how the top up works. As for the expiry to the actual voucher number, you usually have 1 year from the date of purchase to apply it to your account. We actually do not handle the top up cards ourselves. There is a 3rd party company that issues those top up vouchers and generally will give you 1 year from the date of purchase to apply them to your account. So for that top up voucher purchase before June 12/06 you will still get the 120 day expiry from the time you add it to your account.

[slippy]

i would like to switch, but there's nothing to switch to
they're still the cheapest aren't they? not sure if that's correct but i'm too lazy to buy a new phone and figure out all the details, etc.

[Bobby S.]

i would like to switch, but there's nothing to switch to
they're still the cheapest aren't they? not sure if that's correct but i'm too lazy to buy a new phone and figure out all the details, etc.

Here are your prepaid options:
http://www.howardforums.com/forumdisplay.php?f=326

The new 7-Eleven Speak Out Wireless seems to be the best option if you don't use your phone much, 1 year expiry date for all top-up cards.

Personally I'm going to buy three $15 top-up cards before June 12. This way I can top-up at the current 120 day expiry date for the next year, then decide what I'm going to do. :)

[Junk Food Junkie]

I got one from Best buy today - there was no expiry date printed on it - it just says "Funds expire 120 days after activation" and there was nothing on the card they scaned. So if it doesnt work, they will be in for a fight....

Look on your receipt, the card expiry date should be printed there.

I had a top up card that the cashier scanned, the "Funds expire 120 days after activation" was stated on the card, but the expiry date (when card must be used by) was stated on my receipt. Mine was a few days short of 1 year.

[Thanh]

Anyone know if Zellers sells VM topup cards ? This is trully the end of an era cos that 45$ a year minus 20% (using AtHome GC) was such a good deal.

[forreal]

Look on your receipt, the card expiry date should be printed there.

I had a top up card that the cashier scanned, the "Funds expire 120 days after activation" was stated on the card, but the expiry date (when card must be used by) was stated on my receipt. Mine was a few days short of 1 year.

Umm, I know this wasn't addressed to me, but I know that the 4 vouchers (i.e., the printed-out receipts) that I've bought doesn't have the expiry date on them. So either I'm blind or you're hallucinating--or it could be that some vouchers have the expiry date on them and some don't. From what I've read here and over at HoFo, I would "vouch" for the last case.

Just so everyone is clear about this, the cardboard cards on display are not the actual topup cards. When you take it to the cashier, the cashier will give you either the actual topup card (which has the expiry date on it) or a voucher (which may or may not have the expiry date on it). I've received both types in the past.

Anyone know if Zellers sells VM topup cards ?

Yes they do.

[zoomzoom]

I bought 1 $15 top-up voucher from Wireless Wave and 1 from FS.

The one from WW expiries on Oct 31, 2006.

The one from FS has no expiry date.

What phone # do you phone to find out when the voucher expires?

If it's got an expiry date of, "around a year", I will go and purchase a few more.


Edit: replaced the word "card" with "voucher". I got a voucher, not a card.

[Junk Food Junkie]

Just to help clear up;

I grabbed a cardboard $15 top up card hanging from a wall disply. There's a bar code on the back of the card which the cashier scans, and hands the card back to me once it has been activated.

On my receipt, I find the unique 16 digit top up code, a statement of "Funds expire 120 days after activation", as well as a statement, "Activate before Apr. 30/07.

Cardboard Top Up Card
http://img216.imageshack.us/img216/3474/topupcard9mb.jpg

Printed On Receipt
http://img224.imageshack.us/img224/2862/receipt4cf.jpg

[forreal]

Just to help clear up;

I grabbed a cardboard $15 top up card hanging from a wall disply. There's a bar code on the back of the card which the cashier scans, and hands the card back to me once it has been activated.

On my receipt, I find the unique 16 digit top up code, a statement of "Funds expire 120 days after activation", as well as a statement, "Activate before Apr. 30/07.

Cardboard Top Up Card
http://img216.imageshack.us/img216/3474/topupcard9mb.jpg

Printed On Receipt
http://img224.imageshack.us/img224/2862/receipt4cf.jpg

Just to clear clear up :), it's not necessary for the cashier to give you back the cardboard topup card since it's not the real card and it doesn't have the PIN (i.e., the topup code) on it. Whenever I've bought the topups, I have never got the cardboard cards back from the cashier. There's nothing unique or special about each of those cards. The UPC barcode number is the same on all of them. You can take one card to the cashier and ask for two or more PINs.

Like I said before, the cashier will give you either a real topup card or a voucher (as shown above). If anyone's curious, the real topup card resembles the cardboard card, except that it's sort of plasticy (if that's a word) and has the expiry date in the upper-left corner (it's very hard to see). You peel off a large piece from the front of the card and on the reverse side of that piece is the PIN.

[zoomzoom]

Interesting.... my voucher from FS shows a blank line right after, "Funds expire 120 days after activation." It doesn't show an expiry date.


Whereas the voucher I got from Wireless Wave shows:
"Funds expire 120 days after activation.
Activate by 2006-10-31"

[bobor]

I just purchased a $15 top up card from No Frills and its syas to "Activate before 04-01-2007"

Only six months now!?

[mart242]

Interesting.... my voucher from FS shows a blank line right after, "Funds expire 120 days after activation." It doesn't show an expiry date.


Whereas the voucher I got from Wireless Wave shows:
"Funds expire 120 days after activation.
Activate by 2006-10-31"

Same problem here. Oh well, I'll activate it in september or something like that anyways so it should be fine...

[Junk Food Junkie]

Sorry, I was wrong.

[Junk Food Junkie]

Ooops.

[iluvmikeharris]

This could be good for a class action lawsuit. The right to adjust their prices is buried in the fine print, and the bait and switch approach with their recent campaigns could spell BAD FAITH. A class action suit could be the way to go, with a push for grandfathering. If anyone knows a lawyer that would be interested in launching, this forum could be a good start for people to sign up.

In the meantime, be sure to top up by June 11th (tomorrow!) to get locked in for your last 120 days.

[mlerner]

This could be good for a class action lawsuit. The right to adjust their prices is buried in the fine print, and the bait and switch approach with their recent campaigns could spell BAD FAITH. A class action suit could be the way to go, with a push for grandfathering. If anyone knows a lawyer that would be interested in launching, this forum could be a good start for people to sign up.

In the meantime, be sure to top up by June 11th (tomorrow!) to get locked in for your last 120 days.

I can tell you right now your class action lawsuit won't go anywhere and even if it does make it to court, be prepared to pay the legal fees.

[dmdsoftware2]

Interesting.... my voucher from FS shows a blank line right after, "Funds expire 120 days after activation." It doesn't show an expiry date.


Whereas the voucher I got from Wireless Wave shows:
"Funds expire 120 days after activation.
Activate by 2006-10-31"

I had a similar problem with Fido. I bought some cards (in print off form) from BatteryPlus like 4-5 years ago. I then tried to use them 4 years later. Of course they didn't work, but when I called up Fido they said the numbers expired 2 years earlier. I was able to petition them by faxing them the official receipts along with the cards that clearly indicated no expiry date. Not only did they give me the value of the cards in credit, but they gave me extra credit for the inconvience of having to fax them in.

[morkys]

Well, I guess I can try to get a top-up card like the one that expires in 2007. Wish me luck. They just started to offer their other evenings and weekend service. I use my phone as a pager/emergency phone and message service. I won't want to pay more than I have to.

[can2000]

Is it tomorrow the last day to buy the top up card with 120 days expiration? Thanks

[dmdsoftware2]

Is it tomorrow the last day to buy the top up card with 120 days expiration? Thanks

Yes - tomorrow, midnight.

[JayF]

Other than No Frills, where can I get a top up voucher that expires mid 2007?
Does No Frills go by a different name in Vancouver?
Thanks in Advance

[zoomzoom]

Interesting.... my voucher from FS shows a blank line right after, "Funds expire 120 days after activation." It doesn't show an expiry date.


Whereas the voucher I got from Wireless Wave shows:
"Funds expire 120 days after activation.
Activate by 2006-10-31"



I phoned Virgin the other day, and the guy told me that the one I have without the expiry date (purchased from Futureshop) must be activated by April 30, 2007.

[morkys]

I bought a few to last me until the expirey of 2007 and I bought some for others in my family. I hope it works ok for now. This phone is a scam.

[rilhouse]

need a referal. PM me ASAP.

[can2000]

need a referal. PM me ASAP.
PM sent.