Virgin — No Longer an iPhone-Only Carrier
Editors' Note: We've published the results of our latest network testing. Current rankings reflect last year's results, but we plan to update scores along with new customer service rankings for wireless carriers shortly. As part of the planned T-Mobile-Sprint merger, Virgin will be sold off to Dish to create a new wireless carrier.
Virgin tried to stand out from other prepaid carriers, including its fellow Sprint subsidiary Boost, by turning to the iPhone. In June 2017, 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.
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.
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, though many are currently listed as out of stock. Still, you can find the Galaxy S10e, Moto G6 Play and Mote E5 Play among the more recent additions. Virgin maintains a deep bench of iPhones, from the iPhone X to the iPhone 6s.
Featured Virgin Phones: iPhone XR, iPhone XS, Galaxy S10e, Moto G6
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.
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.