Virgin Mobile UAE Reviews 

I rarely leave negative reviews, but my experience with Virgin Mobile has been extremely disappointing.

Within the last week, I had to purchase 2 GB and then 9 GB of additional data, even though my iPhone is configured so that only WhatsApp is allowed to use cellular data. Everything else is disabled.

Yesterday, my app showed I still had around 3 GB remaining. Today, I spent the entire day at home connected to my Wi-Fi and barely used mobile data, yet somehow my remaining 3 GB completely disappeared. Where did it go?

I contacted customer support and requested a detailed data usage report. First, the representative told me it had already been emailed to me. I checked my inbox, found nothing, and even sent them a screenshot as proof. Only then did the representative admit they don’t actually have the option to send the report. Why tell a customer it was sent if that’s not even possible?

To make matters worse, I visited a Virgin Mobile store with my original Emirates ID to update my account. The staff confirmed it had been updated, yet the Virgin app still tells me to “Update your ID.”

I then tried to escalate the issue by emailing , but the email bounced back with the following error:

“The recipient’s mailbox is full and can’t accept messages now.”

Imagine trying to contact customer support and finding that their official mailbox is full and unable to receive customer emails.

At this point, I genuinely regret switching from du to Virgin Mobile. Between unexplained data consumption, inconsistent information from customer support, unresolved account issues, and an email address that can’t even receive complaints, this has been one of the most frustrating telecom experiences I’ve had.

I hope Virgin Mobile investigates these issues seriously because this level of customer service is simply unacceptable.

Outstanding service form Davinder Singh in Mall of emirates branch , was quick in response and solved all the issues i had for the sin card renewal.

Worst company for wifi, speed is very slow(15 Mbs in 5G), contacting them to fix it and they doesn’t do anything. My advice dont use this company for wifi

Tesfaye from The Mall of Emirates is a top G.O.A.T.
Sorted all within minutes. Excellent approach. I didnt hesitate a second to sign up after he answered all my doubts with a professional manner. Thank you

Tesfaye from mall of the Emirates. I was in mall of the Emirates and this guy was help me a lot. I am so grateful for him . He is hard working and i want to say him thank you for his work .

The service was very good and special thanks for Mr. Raees Nawaz he was very helpful

This service is a joke. Purchased home internet which is geo fenced for £50 a month in UAE 😂😂😂 hilarious- if you want to move the router to your office you have to pay a relocation charge of £20 each time. Reporting to uae government - as this is clear breach of consumer law

I would like to express my best gratitude to Mr. Davinder Singh (branch in the Mall of Emirates). I am coming during 4 years to this branch and he assisting me in my every visit. I wish him success and good luck in his job🤝

The worst internet service and customer support I have ever experienced.

I spent more than 5 months trying to resolve the same issue: extremely slow internet, frequent disconnections, and an unstable connection.

I contacted Virgin Mobile countless times through the app, by phone, and by email (feedbackvm). Many of my complaints were closed without anyone contacting me or explaining why. Whenever I asked for an explanation, nobody could give me a clear answer.

During these 5 months, the router was replaced, the SIM card was replaced, my case was escalated several times, and technicians visited my home more than once. Unfortunately, the technician simply performed a quick speed test on his phone and left without properly investigating the repeated disconnections or unstable connection. None of these steps solved the problem.

I was later told the issue was the router's location. I followed their instructions and used the Huawei AI Life app, which consistently confirmed that the router was already in the optimal location with a score of 100 and a 5-star rating. I even tested the SIM card directly in my phone throughout my home, and the connection was still weak and unstable. This clearly showed that the router's location was not the problem.

To make things worse, Virgin Mobile later sent me a data usage report and used it as evidence that the service was working properly. This is misleading. Data usage only shows that data was consumed—it does not prove connection quality, stability, speed, or how often the connection dropped. My complaint was never about data usage; it was about an unreliable internet service.

After more than 5 months of emails, calls, complaints, router replacement, SIM replacement, and technician visits, the only solution I was offered was to cancel the service and receive a partial refund, while still charging me for months of poor service. I found this response completely unacceptable.

This review reflects my personal experience. I hope it helps others make an informed decision before choosing Virgin Mobile Home Internet.

Very professional customer service from Bassant today who really shows they are a credit to the Virgin team

I had a great experience at Virgin Megastore in Dubai Mall, especially thanks to Hiya. After visiting Virgin Mobile and not getting the help I needed, Hiya was amazing and went out of her way to sort out my mobile needs. She was friendly, professional, and really helpful from start to finish. Excellent customer service — thank you, Hiya!

Stay away from Virgin Connect! If you are looking for an international travel eSIM to save money, avoid virginconnect.com at all costs.
Their website continuously loops back to the payment page after you input your card details. You will never receive the QR code by email to install the eSIM, but the company will charge your card immediately.
Trying to contact their customer service is a total nightmare. The support email address they provide bounces back immediately, stating that the email address does not exist. They force you to sign into their website just to submit a ticket. This entire exhausting process adds massive frustration to your trip when you should be enjoying your travels.
They deliberately make it impossible to reach actual customer service until 14 days have passed, allowing them to invoke their policy and refuse you a refund. Please stay away from this useless company. Spread the word so other travelers do not fall into this trap!
Sent from my iPhone

the app is a total disaster
I press the Google button to log in, select my Google account to log in it takes me into the app and immediately logs me out and shows an error

I don't even use Virgin mobile anymore, left the country, yet they keep spamming me with renewal of the plan

Moved apartment and went to an area which has poor mobile phone signal. Therefore the virgin Wifi router is no longer fit for purpose. I rang to try to cancel but told I have to see out the rest of my contract. Very disapointing.

Very good company and service

Virgin mobile DXB Terminal 3 store Zuhdi, Mercy, and Peggy. It was easy to follow the procedure and staff were professional.

I purchased a router and SIM card through your app based on the clear promise of 60-minute delivery. That delivery promise was the only reason I went ahead with the purchase, as my job requires reliable, high-speed internet.

It has now been three days, and I still have not received the router or SIM. I have made countless calls and contacted your chat support several times. Each time, I am given a ticket number and told that the matter will be escalated and that it could take 24–48 hours, but nothing is actually being resolved.

One of your agents even informed me that the delivery department had cancelled my delivery, despite the fact that this was not caused by me in any way. I was then told the issue would be escalated and sorted out, yet I am still being given the runaround with no clear update, no delivery, and no solution.

This delay has directly affected my work. I have now been unable to work for three days because I relied on your advertised delivery time and service commitment. This is completely unacceptable and has caused me serious inconvenience and loss of productivity.

I need this matter treated as urgent. I expect immediate action, a clear explanation of what happened, and confirmation of when my router and SIM will be delivered. If you are unable to fulfil the order immediately, then I expect a proper resolution without any further delay.

Avoid - the service is terrible.
I transferred a number from Etisalat 3 months ago and paid 12 months upfront. The number has STILL not transferred. I’ve spent hours working on this and wasting my time with zero compensation. Today I got to the point of trying to re purchase the plan and the buttons now don’t work when clicking to proceed. I spoke to the agents again on the chat and they were useless. He told me to top up my wallet which I did, and had to do it in 2 amount, but the second amount wouldn’t work due to an error. They now tell me that they cannot issue a refund for the wallet, and yet still 3 months on I have no working number!
Truly awful service

If I could give 0 stars, I would.

Prepare for 0 customer support saying the same script over and over.

You will never get your money back if you ever paid them - it goes against the policy, and they will gladly repeat that line to you.

Unless you want to do with disputes and chargbacks - stay away from them.

Try etisalat or du - they're a bit better

Aries Montano of DXBairport.
Very good service. Hamble and professional.