"Sprint has connected you to an external operator using either a credit card or direct billing."

Whiz Kid

"Sprint has connected you to an external operator using either a credit card or direct billing."

Just paid and activated and restarted the phone twice now 20 ish minutes after paying and trying to be able to call but it just redirects to a line that says "Sprint has connected you to an external operator using either a credit card or direct billing."  I just paid my plan and should be able to call and what not, but it will not let me. Please help. 

10 REPLIES 10
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Re: "Sprint has connected you to an external operator using either a credit card or direct billing."

Hey there, andrewb! Can you please send me a private message with your phone number, PIN and DEC/IMEI of the device you want active?

Whiz Kid

Re: "Sprint has connected you to an external operator using either a credit card or direct bill

I am getting this same message upon activating a new phone. Can you help?

Agent

Re: "Sprint has connected you to an external operator using either a credit card or direct bill

Hi there, chrisarn. Thanks for contacting us. We're sorry for the inconvenience with the service. 

 

Please, send us the phone number and PIN (always make sure to send this information in private). 

Whiz Kid

Re: "Sprint has connected you to an external operator using either a credit card or direct bill

Hi there, 

 

I am experiencing the same problem. I called Virgin Mobile Customer Service to try and activate my new phone. I got through to a representative but shortly after was hung up on. Now my current phone gives me the Sprint automated message - so I cannot make any calls. My new phone isn't activated so I can't make calls on that either. I am a long time Virgin Mobile customer but the experience to swap devices is incredibly frustrating. Please advise on what I should do, and I also hope you can improve the process for others in the future. 

Agent

Re: "Sprint has connected you to an external operator using either a credit card or direct bill

Hi there, andrewb. Thanks for contacting us. We're sorry for the inconvenience with the phone swap. 

 

To better assist you, please send us a private message with the phone number, PIN, and DEC or IMEI.

Whiz Kid

Sprint has connected you to an external operator

Just paid and activated and restarted the phone a bunch after paying and trying to be able to call but it just redirects to a line that says "Sprint has connected you to an external operator using either a credit card or direct billing." I just paid my plan and should be able to call and what not, but it will not let me. Please help

Agent

Re: Sprint has connected you to an external operator

Hi dcran. Thanks for contacting us. We want to help. Please, send us your address in a private message, so we can verify your area right away. ~AmyM25

Enthusiast

Re: Sprint has connected you to an external operator

After many years with Virgin Mobile, I switched to a new phone that I bought at walmart that is a "Virgin Mobile" branded phone.  That was back on July 3, 2019.  I have gone round and round with multiple phone calls to Virgin Mobile support and with private message exchanges with various Virgin Mobile reps and no one has been able to resolve this issue.  I always get this message every time I try to place a phone call with the new phone.

"Sprint has connected you to an external operator where you can now complete outbound calls using either a credit card or collect billing.

To call your mobile carrier or any other phone number in the US or Canada by purchasing or using a prepaid PIN and is valid for 30 days from purchase press 1 now.

To complete this call by collect or alternative billing press 2 now.

To recharge or manage your existing prepaid PIN press 3 now."

(repeats several times)

Virgin mobile sometimes has said that there was a problem with their cell towers in my area.  I confirmed this was not the issue by traveling 20 miles to a different area.  Still they insisted this would be resolved in time.  Well at this point 3 month has passed and nothing has been resolved.  Virgin Mobile has collected my money for July, August, and September without providing me with either inbound or outbound phone service so I removed my automatic renewal automatic payment setup and will let the "lack of service" run out on Virgin Mobile tomorrow.  I do not believe that there is anyone competent in Virgin Mobile that has a clue how to resolve issues like this.  Has anyone that experienced this problem ever received a resolution to this issue?  You would think that over 2 months would be enough time.  I should have canceled service and returned the phone to walmart in the first 2 weeks, but I was patient and accepted thier claims that they were upgrading the network in my area and that it would be working soon.  I think that anyone with a new phone that had Virgin Mobile before, should return the new phone and terminate service with Virgin Mobile because no mater how much you private message them, or call them, they can't fix the issue.  Problems started July 3, ,2019 and it is now September 18, 2019.

Whiz Kid

Re: Sprint has connected you to an external operator

Hello, I have the same problem. After activating a phone and starting a new account, I try to make a call and get the same message about making a collect call or making payment. "Sprint has connected you to an external operator..." etc. Who can I message my details to? I'd like to get started using my phone.

 

I have confirmed via the Virgin Mobile website that my account is active and I entered the IMEI correctly.

 

Thanks.