Virgin Mobile

Can’t activate my replacement phone

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Whiz Kid

Can’t activate my replacement phone

I broke my old phone and was sent a replacement phone through your phone insurance program. When I try to activate online it says that the device is not recognized and to call customer service. When I call customer service I get the same error message that the device is not recognized and am put on hold to speak with someone. I have been on hold for 20 minutes on two separate occasions and have not been able to reach anybody...
6 REPLIES 6
Agent

Re: Can’t activate my replacement phone

Hi there, @08Pkelley! Thank you for contacting us. We apologize for this experience. Definitely want to look into this for you. Please send us a PM with your phone number, PIN and ESN of the one that you want to activate. 

 

You can send a private message by clicking on my name, then selecting the message option from the profile page.

Re: Can’t activate my replacement phone

Thank you for the information. Please provide us also with the SIM card number.

Whiz Kid

Re: Can’t activate my replacement phone

ICCID; 89011201000641937485

Re: Can’t activate my replacement phone

Thank you. Please turn the phone off and on and test the service.

Whiz Kid

Re: Can’t activate my replacement phone

I received a phone activated message and the phone seems to be working...thank you!

Re: Can’t activate my replacement phone

It's great to hear that! We remain at your service.