Virgin Mobile

Moto e5 Play. No data.

SOLVED
Whiz Kid

Moto e5 Play. No data.

Hi, I putchased a Moto e5 Play from Walmart and activated. I can text, make/receive calls, and use WiFi. But I can not use the internet without WiFi being on. Data is turned ON in settings. I have reset network settings, updated PRL, updated Profile, updated Motorola Software. I have 4 and 5 bars. But nothing is enabling cellular data usage. What am I missing?
1 ACCEPTED SOLUTION

Accepted Solutions
Whiz Kid

Re: Moto e5 Play. No data.

For anyone else with a similar situation:  After dealing with Virgin support my ultimate solution was to do a factory reset on the phone.

 

I suspect that spotty WiFi service during the initial activation was the problem (it defaults to having you use WiFi during initial installation and activation since it downloads about 1 gig of data.)  After I ended up doing the factory reset there were a number of additional apps and processes installed on the phone and things are now working as expected.  Smiley Happy

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Agent

Re: Moto e5 Play. No data.

Definitely want to look into this for you. Mind sending us a private message with the details? 

Whiz Kid

Re: Moto e5 Play. No data.

For anyone else with a similar situation:  After dealing with Virgin support my ultimate solution was to do a factory reset on the phone.

 

I suspect that spotty WiFi service during the initial activation was the problem (it defaults to having you use WiFi during initial installation and activation since it downloads about 1 gig of data.)  After I ended up doing the factory reset there were a number of additional apps and processes installed on the phone and things are now working as expected.  Smiley Happy

View solution in original post

Whiz Kid

Moto e5 Play. Customer care can't find my phone number or pin

After repeated problems 3 times in 3 months (purchased at wall mart 3 mos. ago.) Moto e5 play , After calling customer care never could find the reason , and said everything was good on their end. Problem was I am not able to make or receive calls or texts, and calling care multiple times , trying to get it working again, each time I was told everything looks good on their end, (the virgin mobile customer care representatives) each time I was told with this occuring problem was ,to ' take my time and told to just go thru the settings and see what I could find, because nothing was wrong on virgin mobiles end." Just so its clear, customer service always acknowledge
me my number my account my pin etc. Everytime my phone had this occuring problem they told me it must be the phone its self, and good luck ok ,so long story short, the only way I was able to get the phone to work again till the next time was to completely wipe it to factory settings. Here now the PROBLEM I have to get fixed. Last evening out of the blue, same problem ,(unable to make voice call ) so I called customer care, checked my account and as always my account is active and paid in advance, w/ credit card same phone number for 9 years . The representative couldn't find my phone number whatsoever , note I have never changed my pin,# or phone number, the rep couldn't even find my number at all, or couldnt find my account ( first time for this,) the rep told me ( by the way I was using another phone) that I had to go to a virgin or a Sprint store so they could fix the account/ lost phone ,# problem that couldn't be fixed over the phone,".since I heard So I went to a Sprint store talked to a manager , he told me that he has seen this problem occasionally , where he said if this type of thing happens then most of the time the phone number is lost for good and there is no way to check to trace any information , ?? So my credit card on file in my name linked to my account number phone number is my only business number the number is on/in every business related , business directory s websites, Yelp, other advertising sites I've used for years. Can prove what ever I need to relating me to MY BUSINESSES NUMBER is on the work truck as well invoices old business cards new you name it. Right at the moment I am not doing to well, why, myself and family , only means of income, my business number somehow was lost in five minutes time? From one minute talking to a customer care representative call ended, called back gave my same account info # etc. To help me the original problem, not being able to make voice calls, when I called customer care back ,(just wthin minutes). I was told there is no record of me or could not find or pull up my (9 yr old ) virgin mobile number .help HELP
Highlighted

Re: Moto e5 Play. Customer care can't find my phone number or pin

We are so sorry for this experience, Shannon. Please give us the opportunity to change it for you! Can you please send me a private message with your phone number and PIN, together with your device's IMEI?

 

To send me a private message, please click on my username and select to send a private message.

Whiz Kid

Re: Moto e5 Play. Customer care can't find my phone number or pin

Wow, I also have had nothing but problems with my account, data, activation but half way, nor showing i have voicemails or texts etc, for the past approx 2 years. I own my own business also and not having your only form of contacting customers, phone not syncing contacts, this can devastate you. So far, I and my number is still in Virgins system. Seeing Sprint, Virgin, Boost have all been "as one" for a few years, maybe contacting Sprint directly, not at a Sprint store, but maybe Corporate. Also, T-Mobile just merged in some way with them within the past few months. And I am not sure where Assurance fits into the mix, but it's worth a shot directly contacting all 3 .  I have been through most of the helpless feeling, of not being in control of your business and can lose customers. Try to keep your head up. Maybe put get a new # put ad on newspaper promoting it, change on Google, Facebook etc. Some online companies want you to pay to change# , don't water time arguing with them, you'll waste too much valuable time.. just ask a friend etc to help, any site they find with your business on it, have them help change to your new number. It's a long battle losing your business # , been there, but keep positive. Also go through all your files and call each customer, even 1 time customers to get the word out. Sorry so long, just a few suggestions.

Agent

Re: Moto e5 Play. Customer care can't find my phone number or pin

Hello, @VICKISH. Thank you for stopping by. We're sorry to know you're having issues with the service. Allow us the chance to assist you. Could you please send us a a private message to better assist you? We'll be waiting for your response. Remember, we're here to help. -Kira_M.