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The best and worst phone carriers of 2020

Virgin — No Longer an Option

Editors' Note: Forget about taking your wireless business to Virgin Mobile. Sprint, which owns the carrier, shut down Virgin and moved customers over to Boost in February. Here's what we had to say about Virgin in the last update of our carrier rankings.

Virgin tried to stand out from other prepaid carriers, including its fellow Sprint subsidiary Boost, by turning to the iPhone. Nearly three years ago, Virgin announced it was becoming an iPhone-only carrier and stripping down its data plans to a single unlimited option. (It's since expanded its plans, and you can still find a handful of Android phones.) The new focus might have appealed to iPhone users, but the same issues with Virgin's network performance and customer service remain no matter what phones Virgin offers.

Network Performance (33/40)

We didn't include Virgin in our recent round of LTE performance testing, since Virgin was leaning hard into its identity as an iPhone-focused carrier when we began our testing and we use Galaxy S phones to test speeds to ensure more consistent results. Since Sprint's network improved its download speed, we'd expect to see the same from Virgin, since the prepaid carrier's results closely mirror its parent network's, at least in past tests.

Virgin is subject to the same limitations as Sprint's coverage, but it was able to match Sprint's performance.

Plans (15/25 points)

After trying out a lone unlimited data plan for about a year, Virgin changed things up again last summer. You can now opt for 5GB of data for $35 a month or 10GB for $45. Both plans compare favorable to similar offerings from Metro by T-Mobile and Boost, though Metro boasts the better-performing network.

Virgin kept an unlimited data plan, which will cost you $60 a month. Your video streaming will be restricted to 480p resolution, while music and games streaming have restrictions as well. The $60 unlimited plans at Boost and MetroPCS don't have those kind of limitations.

Customer Service (10/20 points)

If there's one area where Virgin traditionally comes up short, it's customer service. And that’s because of  the carrier's lackluster phone support. Like Boost, Virgin does all it can to dissuade you from talking to an actual person, though Virgin's service provided more unsatisfying answers when we went undercover to test carriers' support offerings.

MORE: Customer Service: Where Virgin Ranked

The carrier offers better support tools online and through social media. Its Facebook account was particular responsive when we posed a tech-support question during our research. Like Boost, Virgin doesn't offer online chat support, which seems an odd omission given the carrier's reluctance to talk to you over the phone.

Phone Selection (2/10 points)

Virgin's phone selection has expanded from last year's iPhone-only focus to include some Android models. You can find the Galaxy S9, Moto G7 Play and Galaxy A10e. (In other words, not the most recent models.) Virgin maintains a deep bench of iPhones, from the iPhone 11 to the iPhone 6s.

Featured Virgin Phones: iPhone 11, iPhone 11 Pro and Pro Max, iPhone XR, Moto G7 Play, Galaxy A10e, Galaxy S10e

Special Features (2/5 points)

The iPhone focus may be gone, but Virgin continues to emphasize its ties to the rest of the Virgin brand. Customers who activate a phone with Virgin are eligible for discounts at fashion, food and travel brands.

The mobile carrier is strengthening its ties to the rest of the Virgin brand.

Despite the other changes at Virgin, international packages remain more or less the same as before. A $5 monthly add-on gives you unlimited calls to Mexico and Canada, plus unlimited worldwide text messaging.

The $10-a-month bundle includes those benefits, plus unlimited calls to landlines in 70-plus countries, 200 minutes to select mobile numbers in 50-plus countries and reduced rates when you call more than 200 different places.

  • PhilipMichaels
    Archived comments are found here: http://www.tomsguide.com/forum/id-2873661/wireless-carrier-2015.html
    Reply
  • tyronesuerpype
    I have had all of your top rated phone carriers and most may be fine if you stay in your "home" area. If you plan on traveling in the U.S., the only carrier I and my friends have had that works the best is Verizon. I had T mobile that worked great as long as I stayed home, but traveling it sucked. All the other features of these carriers do not matter if you have no cell or data service. I hated going back to Verizon, but now they have prepaid plans that are very competitive.
    Reply
  • bounds
    Really stay away from AT&T att.com. We were long time (10 year) customers who in the end their customer service lied to us and then the company did not stand behind what their reps said they would do. In the end try someone else.
    Reply
  • Rob1C
    I disagree with the way Points are divided.

    Performance taking up 40 points is too much and it's based only on Data Speed. It's essential that you never get dropped and important that you can walk or drive around without ever being in a dead spot.

    Plans is 'OK' allocated 25 points, I guess. It should be more about what would be the so-called 'Perfect Plan' that various Groups might want and how far does what is offered stray from that.

    Presumably there are 3 or 4 Groups with 3 or 4 Add-on Extras. The 'Plan Choices' being "Free and Cheap" where the reasonable number of free phones are offered with a low cost Plan. Next up is pay something towards the phone and towards the monthly rate, receiving a 'decent' phone (last year's higher end or this year's upper-mid) with some Data. Third pay a couple of hundred towards the phone and an extra $10 month to get a fair bit of Data (but not crazy, that's what the Add-ons are for). Forth Tier would be no holds barred 2-5 hundred towards the phone and 15 or 20 extra a month for lots of Data. The Add-ons could be 'Phone Upgrade' (where the cheaper Plan can get a better phone), 'Data Upgrade' (where you can bump up your Data, maybe increase Upload Speed if you upload more than the average person), and a 'Jetsetter Upgrade' for double price where you're uncapped for Roaming and Data - OR whatever you think would be a bunch of desirable options.

    The question then would be how does each Carrier's Plans differ from what it is assumed that people would want.

    Where I am we have 3 or 4 Tiers of Carriers. Number one is the richest some of whom put down Landlines back in the day, or Cablevision (either way they have the Wire or Fiber going to the Towers). Number two is owned by #1 but charges half as much, so you might as well sign with #2; they have a few fewer phones on offer or are second to get a particular phone but you can bring your own. Third Tier are the ones who discussed with the Regulators the benefits of competition and the detriment of the former monopoly. Third Tier gets to use 1st Tier's Towers for a reasonable Fee (yet charge less than half as much monthly). The 4th Tier being 'Johnny come lately' who simply showed up last with a promise of a Bankroll and an acceptable Business Plan, they're all over the map for Service and Plans ranging from copying the Big Guys to selling 'Monthly Cards' from Gas Stations and Convenience Stores (still around 50-60% of Tier 1 rates).

    If you can divide all that into 25 points ... good going !

    For the other sectors the Customer Service HAS to be good enough, I was with one of the biggest Tier 1s, damn you if you wanted something - 20 minutes of Elevator Music interspersed with telling you what spot in line you were and an estimated wait time. Once I waited 40 minutes, when they asked how they could help I explained that I had waited over a half hour and asked that they hire more people politely mentioning that if other callers were grumpy that would be the reason why - they replied that they had just hired over 500 people to which I replied that it must be insufficient as the wait was unrealistic but they didn't seem to get my point.

    Speakerphone was your only friend, it kept you from losing the circulation in your arm (speaking of which).

    If they're Tier 1 and charge the max for everything they had best not be ripping you anywhere be it a limited selection of phones, the extortion pricing for years or extended waits for lousy service - all that should lump into Service and drop the score.

    Lastly (because I'll type no more and the reader is likely nodding off) the Phone and Extras should score more.

    The selection of phones should be decent from bleeding edge to refurbished for free.

    Bring your own phone and get a discount is an important feature - some dogs only sell you a phone with a Plan and every couple of years it's a new Plan at an increased cost.

    As for Extras what are those, Tech Support comes from the Internet and it's not like I need phone lessons or an oil change - if they'd take 4 year old phones for a $100 tradein that would be something but they don't ...

    Want me to Manage your Cellular Provider? tell them they need Rob not you need to be robbed.
    Reply
  • morty8908
    TL;DR-tests were a joke and not objective, Look at Ooklas site to see who has the has the fastest service

    Verizon Has consistently lost in the data speed category (according to Okla, the site you claim to have used.) you also offer no information about the devices or settings you used. if you are using 2 of the same phones with the exact same settings,battery life, and even cell phones cases, then maybe this could be called a fair trial. but you went to only six cities, why not just look on Ookla's actual site for who has the fastest? T-mobile every time. I understand Verizon has to pay saps like you to say they are the best. The only way you could get anyone to maybe believe this is the fact that you only let them win by 1 point. Any more and you would have been laughed at (more so than right now anyway.)

    Also, as someone who as used both services, T-mobile has fantastic customer service. Every provider has Philippines call centers, so depending on when you are calling in (maybe one provider has a promotion going on and they are busier than usual so you get routed more often to those crap centers in the Philippines) and judging performance of customer service, you need to remove the calls from the Philippines and instead only rate those calls from the corporate customer service, not third party overflow.
    Reply
  • sakman74
    For the past 6 months, one of our verizon wireless lines has been charged international outgoing calls.
    I have explained to verizon multiple times, that the line is using a calling card based in the US (a US number) and that the call log of the device (which is never touched) does not show these outgoing direct international calls.

    in the past there used to be no way for someone to make a direct international call from a verizon wireless phone, at least this was not possible on our lines. it seems in recent times that has changed and the representative said there is no way to turn that 'feature' off.

    we are basically being told the verizon bill log never lies. we have - to date - been charged $ 300 for such calls which were not made directly from the phone to an international number.

    before you decide who to choose simply based on who comes out number 1, look at this example of what the carrier is doing to it's customers - before you choose verizon wireless.
    Reply
  • jerbigge
    I have Tracfone. I'm a long term member and quite satisfied with Tracfone. However if you want to make a lot of calls, text a lot, or download data,
    Tracfone isn't for you. It is best for the individual who only carries a cell phone for occasional use, accidents, etc. I'm quite happy with my iPhone SE
    I purchased from Tracfone for a very good price. However dealing with Apple makes you feel like you are dealing with a government agency where
    everything is done the way "they" decide. Most businesses that I deal with online put some sort of "cookie" on your computer so after this is done,
    you just "sign in" with your user name and password already stored. My user name and password I use on Amazon dates back to the start of this
    century. I've never had a bit of trouble with them. Apple? Like signing in to the CIA... The people who work the customer service lines do their
    best, but the entire experience dealing with the company is about like dealing with some government agency that doesn't give a damn about
    customer satisfaction. They do make a very good product, but I have no intention of buying say a book or music or anything else from Apple.
    Reply
  • bulkbuy
    I highly recommend adding a measure to the analysis for coverage in rural areas. Educators, Consumers, & Businesses located in rural areas have been widely shorted by wireless providers in rural areas. Its 2017 and time 4G wireless data and voice truly be a reliable nationwide benchmark. Education systems nationwide including ones in rural areas count on the fact, children will have access to the latest technologies available today. But the truth is, some simply do not due to the FCC preventing actions to require carriers to provide complete coverage for areas they market in.
    Reply
  • the2ndflood
    Verizon is by far the best carrier, especially here in Tennessee. Everyone that I know who lives in a remote area, is only able to use Verizon. I am surprised though, that Straight Talk has such slow data speeds, even when on Verizon's network. I have been reading that Verizon has lifted its policies on limited data speeds on for MVNO's using their carrier. But definitely, by far, MVNO's have the worst possible customer care! Holy **** is it bad! You have to tap through tons of menu options and if you do manage to get a hold of someone, they either will not help or just hang up on you! Verizon also wins in customer care as well. Each reply will even give you their work email address, so you can contact them when you need more help.
    Reply
  • 89startup
    thanks for the info! I use Verizon and I'm completely satisfied with its work
    Reply