Virgin Mobile

Sprint..external operator

Whiz Kid

Sprint..external operator

Just purchased VM LG Tribute phone, activated phone but cannot make/receive calls.  Getting "Sprint has connected you to an external operator" recording.  Called support they say everything looks good on the VM side.  any suggestions?

4 REPLIES 4
Agent

Re: Sprint..external operator

Sorry to hear that, carman3320. We want to help. Can you please let us if you're using the SIM card came with the phone or the one from the previous device?

Whiz Kid

Re: Sprint..external operator

New sim card that was pre-installed in phone

Agent

Re: Sprint..external operator

Thanks for the information. Please follow the steps below and provide us with an update. 

 

1.Please go to Setting and make sure the Wi-Fi connection is Off and the mobile data is On.
2.From the home screen, select the phone icon. 
3.Enter ##72786#. 
4.When SCRTN is change to factory default value for DSA message appears, select Yes. 
5.The device power cycles. Allow the hands free activation to begin automatically.
6.After PRL is updated, select OK.
7.Select OK if there is a profile or firmware update. The device power cycles again.
When it powers on, data services have been reset.

Whiz Kid

Re: Sprint..external operator

Tried these same steps several times with phone support with no good result.  It was suggested to return phone which i plan to do, but it seems like more of an account issue than a problem with the phone