Virgin Mobile

samsung galaxy j7 refine

SOLVED
Enthusiast

samsung galaxy j7 refine

Seems an issue others have had over the years so one would think there would be an easy resolve, but no specific info on how previously afflicted clients issue was resolved. Just activated a new device. All is fine with device, but cannot make/recieve calls or text msgs. Get the recording Sprint transferring to external operator. Spent 1 1/2 hours yesterday PM with 2 different support techs from Virgin & no resolve. Last person said he was pushing problem up to higher level & would send me an incident report number by phone or email, but never did. I presume nothing has been done further about the issue and that it has just been logged on support's end and filed. I have been without phone or text service for 3 days now & cannot remain without service any longer. Have reset & reactivated the phone to death by myself & both times with each support person at Virgin. I have been a customer for 15 years now and it should not be this difficult to upgrade devices purchased from the service provider. Anyone have specifics on how this issue was resolved? Thx.

1 ACCEPTED SOLUTION

Accepted Solutions
Agent

Re: samsung galaxy j7 refine

Hello Dblakepad! Thank you for bringing this to our attention. We want to check what's going on, or if there is any information in your account regarding your issue. Please, send us your number and PIN in a Private Message, so we can check this for you. To send a Private Message, click my username or picture, then click "send this user a private message". Thanks! ~AmyM25

9 REPLIES 9
Agent

Re: samsung galaxy j7 refine

Hello Dblakepad! Thank you for bringing this to our attention. We want to check what's going on, or if there is any information in your account regarding your issue. Please, send us your number and PIN in a Private Message, so we can check this for you. To send a Private Message, click my username or picture, then click "send this user a private message". Thanks! ~AmyM25

Whiz Kid

Re: samsung galaxy j7 refine

I was having this same problem. However after I did the reset now when I'm calling out it just says I'm calling an incorrect number no matter what I am dialing. How is this issue resolved quickly. I need to have access to a phone.

Agent

Re: samsung galaxy j7 refine

Sorry to hear that, Londoncuffman. Are you getting this error message: The number or code you dialed is incorrect? Have you recently perform a device swap on your account? 

Enthusiast

Re: samsung galaxy j7 refine

i recently swapped devices my Samsung J7 to a Samsung j7 refine and I am having all sorts of connectivity issues. I keep finding I can't send or receive text messages or phone calls. for some reason, my phone keeps going into roaming mode. I've reset my prl and profile multiple times. This has been going on for a week now.

Re: samsung galaxy j7 refine

Let’s check this thing out. Has your device received a system update as far as the operating system update?

Enthusiast

Re: samsung galaxy j7 refine

yes it has

Re: samsung galaxy j7 refine

Thanks, stjarn! Please contact Samsung warranty's department for further assistance at 1-888-987-4357. Please make sure to let them know after the update on operating system it's been doing this. 

Whiz Kid

Re: samsung galaxy j7 refine

I am having a similar issue. Ever since I switched to the J7 refine in January I will randomly lose connection and not receive any texts or calls. It still shows that I have service but if I try to use mobile data nothing works. If I toggle airplane mode on and off everything works again. It is frustrating when I am on wifi data and don't notice that I have been not receiving texts for days. I did an update recently and it is no better than it was. 

Agent

Re: samsung galaxy j7 refine

Hi there jdmae92. Thank you for contacting us. Please send us a private message with your phone number, pin code, and street address. Victor21