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Level 1

1 points

Virgin Mobile (USA) can't activate iPhones

I was having a problem with Virgin Mobile's 3G network not working on an iPhone 4s (https://discussions.apple.com/thread/4196917). Eventually Virgin decided the phone was probably defective and that I needed a new one.

On Sunday I got a replacement at an Apple Store. But Virgin wasn't able to activate it. They can't find the MEID in their system, so they say there's basically nothing they can do. They said I'd have to go get another new phone to replace this one.

On Tuesday I got another replacement at an Apple Store. Virgin Mobile can't activate this one either, for exactly the same reason. I was on the phone with Virgin for an hour and 45 minutes and it was a complete waste of time. They want me to go back to Apple for a third replacement phone.

I could probably do that but I don't know why it would work this time when it's failed twice this week already.

Virgin just keeps telling me that they're doing something or other and that I'll have to wait 1-3 days for any news. I've already been without phone service for four days.

Is anyone else having problems where Virgin Mobile just can't activate an iPhone? If so, did you ever get it resolved? They sell these phones and advertise them, but they don't seem to be able to actually make them work.

iPhone 4S, iOS 5.1.1, Virgin Mobile

Posted on Aug 30, 2012 9:06 AM

55 replies

Mechanist Author

Level 1

1 points

Feb 21, 2013 11:04 AM in response to itsariana

Most likely there's nothing wrong with the phone at all. The problem is Virgin Mobile. I don't know what's wrong with their system but they just don't seem to be able to handle activations. Did you make sure to ask for technical support? The people who answer their customer support phone number can't seem to help with this problem. The tech support might or might not be able to help, but at least you haev better chances there.

itsariana wrote:

Hello. I'm having the same problem

I just bought the iphone 4s from virginmobileusa.com and I got it delievered yesterday. I tried the activation process online and it said their was a problem with the MEID code. I called customer service maybe like 10 times and spoke to 20 different people and nobody, not even the supervisor really helped. They said they did escalate the case and that they would call me back in 24-72 hours but does anyone know what is really wrong with the phone? Why doesn't the code work if I got the phone straight from virgin mobile? Will it ever be able to activate to their network? HELP ME PLEASE

Feb 21, 2013 11:19 AM in response to Mechanist

Yeah I finally just spoke to one representative who gave me an actual explanation and said that the MEID was registered to some of Virgin Mobile's services but not the actually network so they were going to work on the case and give me a call back tomorrow. Did this happened to you?

Emtu 16

Level 1

0 points

Feb 23, 2013 9:00 PM in response to Mechanist

I am having the same issue as everyone else. Had the replacement phone 6 days and still not activated. Lost track of how many times I have called Virgin. Also called Apple and they couldn't believe how ridiculous it all was, but couldn't really help me, sorry to say. It is definitely the fault of Virgin, the meid numbers should be in their system automatically, but they aren't. Had my case escalated twice now and still no luck. I have been hung up on countless times because they can't answer my questions. I am now on my 4th phone call of the night-2 hours of my evening gone! Emailed the saving angels and will see if I get any joy from them, will let you know.

Emtu 16

Level 1

0 points

Feb 23, 2013 9:05 PM in response to itsariana

Did you get a call back? I was promised a call back 3 times and not once did they call! If you didn't get a call don't sit around and wait for them, keep calling them.

Feb 24, 2013 5:11 AM in response to Emtu 16

That is literally what happened to me. I did get a callback but i was at work so I couldn't answer. Make sure to ask them for your case number and give them a callback number/email so they can be in touch. I have also been emailing them and it has taken them a while but hopefully something works! Here is my email so If something works for you, you can let me know and vice versa! arisorto118@yahoo.com

Mechanist Author

Level 1

1 points

Feb 25, 2013 1:24 PM in response to Emtu 16

Emtu 16-- don't let them hang up, keep asking for help, and if they can't help, ask them to escalate you to someone who can. It's a pain to do but it works-- at one point I had a guy on the phone who kept insisting he couldn't escalate me, but after keeping him on the line for 45 minutes he eventually realized that he could. And it helped-- he wasn't just pushing me off on some other random person. They can't just hang up on you, so don't give in easily.

Rocswife

Level 1

0 points

Mar 9, 2013 9:07 AM in response to Mechanist

I am on day 6 of not having service from Virgin mobile. I cracked my iPhone screen and took it to the apple store on Sunday. They gave me a replacement phone and took my old phone. When I called Sunday night to get it connected the customer service agent was not able to do it and suggested I try to activate the phone when I got home from my pc. That didn't work. I called Monday and explained all over again and was assured I would get a call back. I have not received a call back and have been without a cell phone since Sunday. I have called to follow up multiple times and was told (after explaining the situation for 20 minutes each call). I visited the apple store to find out what the problem is. The guy from Apple said that their system takes 1 week to accept the new serial number from the phone. They should tell people or warn them. I just switched from AT&T a couple of months ago to save money. I am having major second thoughts but I don't want a contract. I would like to swap my phone over to my new phone. I have used the email provided and I am hoping that will help resolve this quest. Thanks for posting the information.

Rocswife

Level 1

0 points

Mar 9, 2013 2:28 PM in response to Rocswife

Update: I emailed saveme@thevirginangels.com and emailed me back within hours and said they activated my phone. I powered it off and on and like magic I have my phone service no thanks to Virgin Mobile. If you have this problem email them right away.

careyja1

Level 1

0 points

Apr 4, 2013 4:28 PM in response to Rocswife

I had the identical situation to yours and was quite hopeful upon reading this thread, but they emailed me back from saveme@thevirginangels.com and gave me this:

"Thanks for contacting Virgin Mobile Customer Care.

To answer your question, the iPhones that are not sold and distributed

by Virgin Mobile USA cannot be activated with our service. Even if the

device is unlocked, is not possible to make it work in our system

because our system only recognizes the unique serial numbers that our

phones have. You will need to purchase a Virgin Mobile iPhone in order

to activate an account with us.

We offer the iPhone 4 and the iPhone 4s, you can check them out by

clicking on the next link:"

They literally told me to go buy a brand new phone. This is insanity. I'm going to email them back and re-explain the situation. I'm about half a step out the door to go to Wal-**** and get an iPhone 5 through them. This is nuts.

Mechanist Author

Level 1

1 points

Apr 4, 2013 5:02 PM in response to careyja1

@careyja1, where did you get the phone? Virgin should be able to activate phones sold as Virgin Mobile phones and phones provided by Apple as replacements. Anything else, from other sources, they can't use, but that's normal for them.

jav067

Level 1

0 points

Apr 27, 2013 4:37 PM in response to Rocswife

what did you say to the virginangels because i have been googling this problem for 2 hours and came across this thread. i got my iphone replaced today due to a broken lock button. virgin wouldnt let me activate online because is said that is could not recognise the MEID. i called customer support and they didnt seem to know what to do either. He said he opened a case and i will supposedly get a call back by 6pm tomorrow... that is of course after i found a phone they could call me back on as my phone is NOT ACTIVATED. Please help me!

Rocswife

Level 1

0 points

Apr 27, 2013 5:16 PM in response to jav067

I had this same problem twice. What no one tells you is that it takes a week to activate a replacement phone when you swap it out at the apple store. I've had to swap my phone twice and each time I emailed saveme@thevirginangels.com and it worked. Include all of the info in your email. Your meid # from your phone, name, and number. Each time my phone was activated within hours. Don't call virgins crazy customer service because they are useless. Trust me this works. Make sure you email saveme@thevirginangels.com and NOT saveme@virginangels. One of the previous posts had that and I emailed that to no avail. Hope this helps! I know how you feel. I was without my phone for a week until I found this email address.

Rocswife

Level 1

0 points

Apr 27, 2013 5:19 PM in response to Rocswife

I also included account pin in the email. I don't know if they needed it and didn't care if they had it. I just needed my phone on.

jav067

Level 1

0 points

Apr 27, 2013 5:22 PM in response to Rocswife

thank you!! I hope this works. Ive emailed them. Thanks for replying, i really didnt think anyone would. Ill keep you updated!

jav067

Level 1

0 points

Apr 28, 2013 8:03 PM in response to Rocswife

I emailed saveme, but no reply yet. i did post on the virgin facebook page and an angel replied and told me to email him my details, which i did, but still no reply.

Virgin Mobile (USA) can't activate iPhones