Virgin Mobile

Can't activate/swap device

Enthusiast

Can't activate/swap device

I'm unable to swap or activate my Certified Pre-Loved iPhone 6s. I'm able to enter the IMEI and confirm the ICCID, but when I go to the "new number" page it asks for either my virginmobile pin or date of birth. No matter what, the page does not accept the answer to either. I've tried updating and restarting the iphone, updating my virginmobile PIN, and activating the device through iTunes. No matter what, the virginmobile activation site does not work, and I'm not sure what to do. 

 

(Additional info: I previously owned an android phone on this plan which has broken, so calling customer support isn't really an option. Ideally, I would swap this plan over to the new iPhone.)

 

6 REPLIES 6
Whiz Kid

Re: Can't activate/swap device

I am having this same issue with an iPhone 8. When I checked on the website to make sure it was compatable (entered the IMEI), it said it was. Now when I try to activate it - it does the same thing - when I go to the "new number" page it asks for either my virgin mobile pin or date of birth. No matter what, the page does not accept the answer to either.

Enthusiast

Re: Can't activate/swap device

It's odd, I figured new number would be easier, since when I chose to keep my old number it went into an endlessly loading page for about 30 minutes. I figured it had something to do with switching to an iphone, but now I'm thinking it's a problem with the activation page in general. 

Whiz Kid

Re: Can't activate/swap device

I agree - tried both options too. I was not wanting to change my number, but figured I would if that would take care of the issue. Still no luck...

Agent

Re: Can't activate/swap device

Good morning, dflann1 and rkjacob! We truly apologize for the hard time you guys have had and for the late reply too!

 

To better help you with that situation, please send us a private message including:

 

- Your phone number and PIN.

 

- The MEID and ICC ID codes from the phones you want to activate.

 

To send us a private message, just click on the agent's username (RB-1991 in this case) and then look for the option that says "Send this user a private message".

 

We'll be glad to help you!

 

RB-1991 (Robert)

TD
Whiz Kid

Re: Can't activate/swap device

I just received my new VM phone. I tried swapping all my info from my old VM phone. Everything seems to have transferred to the new phone except I cannot make phone calls or send & receive texts. I just get a message saying iI to to call customer service. I can't call anyone from the new phone though, including customer service. Please help.
Agent

Re: Can't activate/swap device

Sorry to hear that, @TD. We've received your private message. We'll continue assisting you in private.