Virgin Mobile

Can't Swap to iPhone5s ; IMEI/MEID warning sign/error with no message

SOLVED
Master

Can't Swap to iPhone5s ; IMEI/MEID warning sign/error with no message

I recently received my iPhone 5S in the mail. I am attempting to swap my current phone (Android - LG LS665) to the iPhone, but when I enter the Serial (IMEI/MEID#) from the back of the iPhone packaging , it displays a warning sign with no description as to why it will not work. I am wondering if this was caused by me putting the new Sim Card into the phone and going through the phone's set-up process before realizing that I had to go to the Virgin Mobile website first.. Please advise ; I would love to have my new phone set-up as soon as possible. 

1 ACCEPTED SOLUTION

Accepted Solutions
Highlighted
Master

Re: Can't Swap to iPhone5s ; IMEI/MEID warning sign/error with no message

Restarting my device worked after the device had swapped over. Service is back and I am thankfully a happy camper now. 

 

Thank you very much for the help. You are the best!

 

Kudos to you and VM Support, 

 

Joey F. 

 

sorry for the headache! Smiley Tongue

 

 

View solution in original post

12 REPLIES 12
Sensei

Re: Can't Swap to iPhone5s ; IMEI/MEID warning sign/error with no message

Hi that would have nothing to do with it... But

 

Sometimes it best to use IMEI in the phone settings.

 

If your still having issues let me know.

-Josh the Virgin Mobile Expert
Master

Re: Can't Swap to iPhone5s ; IMEI/MEID warning sign/error with no message

Sorry Josh, I still get the same response after I submit the IMEI # from the phone settings. Note: The phone settings did have a IMEI that was 1-digit longer than the one on the box; all digits were the same aside from the very last digit . 

Sensei

Re: Can't Swap to iPhone5s ; IMEI/MEID warning sign/error with no message

Hi,

 

Is this perhaps a replacement phone?

 

Do you see the word VIRGIN In top left corner?

-Josh the Virgin Mobile Expert
Master

Re: Can't Swap to iPhone5s ; IMEI/MEID warning sign/error with no message

Nope, I just bought it as a Cyber Monday deal and it arrived today and has been giving me this issue. I am stuck here becoming impatient. :/

Sensei

Re: Can't Swap to iPhone5s ; IMEI/MEID warning sign/error with no message

Hey.

Sorry.

Can we do this please.

Make sure the SIM is OUT while resetting. Once you see the welcome screen INSERT the SIM CARD.


How to reset an iPhone
Tap Settings, then General. Scroll down until you see Reset. ...
Tap Erase All Content and Settings. ...
Now you will have to enter your Apple ID password. ...
The reset process can take a minute or two, after which you'll see the welcome screen asking you to swipe to continue.

then contiune the sign up process on the iphone and website.
-Josh the Virgin Mobile Expert
Master

Re: Can't Swap to iPhone5s ; IMEI/MEID warning sign/error with no message

Hello Josh, 

 

I reset my phone following your instructions and I still am still showing an error while attempting to swap my phone. The error message appears above the 'Back' and 'Submit' selections and below the 'Confirm Serial Number' selection bar when I attempt my IMEI numbers. 

 

I have contacted Virgin Mobile support via email throughout today and have been unable to acheive the swap. 

 

They started out first asking for my information (IMEI, ICCID, etc.) to see if they can process the swap since it is not working for me. 

 

The next response they told me that before they would be able to swap they would have to change my plan because they did not offer my option currently (35$ Promo). They gave me 2 options, the 35$ and the 45$ . 

 

I responded acknowledging that I would love to upgrade to the 45$ package. 

 

The next response they told me this:

~~ 

"Hello Joey,

Thank you for contacting us regarding your issue, we are happy to assist
you.

Remember that the new account number will be subject to the Terms of
Service that are on our website at www.virginmobileusa.com. If you like,
please provide the following information so we can create your account
and get everything set up. Once the account is created you will be able
to make a payment, purchase one of our current service plans and start
using your service. Information needed:

1. The full name you would like on your account.
2. An alternate contact number and an e-mail address to place on your
account.
3.The serial number for the device you would like to activate, also
known as ESN-DEC. This number is generally located on the back of your
device or on the box it came in.
4. Your current address.
5. Zip code where you will be using your new device the most.
6. We would need you to create a 6 digit account PIN for security
purposes.
7. In case there is a problem with the PIN or if you do not remember it,
we would need you to answer one of the following questions:
a) What is your favorite city?
b) What is your pet's name?
c) What is your favorite team?
8. The plan you would like to be on.

If you need additional assistance, feel free to let us know how we can
assist you further or feel free to check "My Account" via
virginmobileusa.com for helpful tips to get your answers right away!
Thanks,

Roberto V.
Virgin Mobile At Your Service
www.virginmobileusa.com"

I then responded asking why they are trying to have me setup a new account when I already have one and just want my new phone to be swapped for my old one aswell as upgrading my plan. 

 

I have not received a response back yet.

 

Since then, I have upgraded my plan to the 45$ one (I was thinking that maybe because I had an old plan that this could be the cause of the error message; I have attempted the swap since the upgrade and I still received the same error prompt.)

 

I am losing hope because the swap seemed simple and ideal. (I am not blaming you) . I guess it just sucks paying 200$ for a new phone (from the VM website) and for expedited shipping to run into an issue like this one.  

 

 

 

 

 

 

 

Master

Re: Can't Swap to iPhone5s ; IMEI/MEID warning sign/error with no message

Edit: My device has updated from my LG to iPhone. Yet, I currently do not have service. 

 

It appears that support was able to get the IMEI to work for the swap, but I have not been able to update my ICCID. 

 

this occured within the last hour or so, so maybe they are currently working on it. 

 

Thanks.

Sensei

Re: Can't Swap to iPhone5s ; IMEI/MEID warning sign/error with no message

Joey,

Can you remove the SIM card turn the device OFF. Reinsert the SIM card and power on the device

If that doesnt qork do the steps I mentioned above.
-Josh the Virgin Mobile Expert
Highlighted
Master

Re: Can't Swap to iPhone5s ; IMEI/MEID warning sign/error with no message

Restarting my device worked after the device had swapped over. Service is back and I am thankfully a happy camper now. 

 

Thank you very much for the help. You are the best!

 

Kudos to you and VM Support, 

 

Joey F. 

 

sorry for the headache! Smiley Tongue

 

 

View solution in original post