Virgin Mobile

new phone can't make calls

Enthusiast

new phone can't make calls

I upgraded to the Samsung Galaxy J7 Refine a few days ago and cannot make calls or send texts. I have had Virgin Mobile for several years and never had a problem before. Everything else works fine. I have done the ##72786# thing and updated the sofware, prl and profile. I have not moved. I have always been able to make calls from this location. I have bars. Every time I try to make a call, I get the "Sprint has connected you to an external operator. . ." message. Please advise.

25 REPLIES 25
Agent

Re: new phone can't make calls

Sorry to hear you've experiencing this, @johnwhitaker200. Let's take a closer look. Can you shoot us a private message  so we can take a closer look?

Enthusiast

Re: new phone can't make calls

can you help me now, please?

Re: new phone can't make calls

No worries! We can definitely help you out with that, johnwhitaker200. To research further, can you send us the cross streets and ZIP code where this occurs?

Highlighted
Enthusiast

Re: new phone can't make calls

mark trail and trailwood 30032

Enthusiast

Re: new phone can't make calls

I have never had a problem from here before

Re: new phone can't make calls

We’re aware of an outage impacting our customers. Please know that our team is investigating this issue and we hope to have it resolved soon. We apologize for any inconvenience.

Enthusiast

Re: new phone can't make calls

what is the area affected?

Re: new phone can't make calls

Oh I see! The affected area is mark trail and trailwood 30032

Enthusiast

Re: new phone can't make calls

any idea when it will be fixed?