Virgin Mobile

Cellular Update Failed makes no service + locked sim after trying to swap device

Whiz Kid

Cellular Update Failed makes no service + locked sim after trying to swap device

My iphone 7 has been 'searching' on the upper top left corner for a cellular signal where it usually says 'virgin'. When it finishes 'searching', it says 'no service'. The thing that pops up is 'Cellular Update Failed. Your iphone cannot make and recieve calls or access cellular data until it has been updated'. I cannot update my phone because it says no updates are found. This is incredibly frusturating, even more so when I tried to swap my device with an older phone I used in the past (iphone 5s) so I can figure what was going on with the 'no service' later, but then the sim got locked while I was swapping phones. Before the sim got locked while I was doing the 'swap a device' on my account, the while I input my iccid, the website said it was already in use.

 

I'm confused and frusturated and I need a working phone for work. I've been with Virgin Mobile for a long time, and had another account back in 2012, so I'm a loyalist. But I will change carriers if I cannot get help with this asap.

6 REPLIES 6
Agent

Re: Cellular Update Failed makes no service + locked sim after trying to swap device

Sorry to hear that you’ve been experiencing this issue, leonum. To research further, can you send us the cross streets and ZIP codes where this occurs? 

Whiz Kid

Re: Cellular Update Failed makes no service + locked sim after trying to swap device

I am having the same problem. iPhone 7, Model A1660. It lost service after an update and will regain it for a few seconds if I restart my network setting, but will lose it shortly after.

Agent

Re: Cellular Update Failed makes no service + locked sim after trying to swap device

Hi there! Apple reported that a small percentage of iPhone 7 devices experienced a component fail on the main logic board, causing the device to show “No Service” even if cellular coverage was available. For more information, please refer to https://www.apple.com/support/iphone-7-no-service/. We recommend you to contact or visit an Apple store for further assistance on this. 

Whiz Kid

Re: Cellular Update Failed makes no service + locked sim after trying to swap device

I ordered a "pre-loved" iphone 7 and Virgin sent me a gashed up A1660 china made model which only worked for a day before complaining about failing a cellular update.
When I took it into the Apple store for some troubleshooting, their representative told me I got sent a phone with a known hardware defect, and although there was a free repair offered by Apple for that model, the phone Virgin sent to me was in such poor condition that it would likely be rejected.
So I used Vigin's device return form to submit a return request, but then had to call support when I didn't receive any confirmation after 24 hours.
Virgin support then opened a refund case but also mentioned seeing other recent orders on my account that I did not make.
While removing my payment method from my account, I tried to find a list of my order history and called Virgin support back when I found no history.
After getting escalated, I requested email confirmation of either my account order history or just email confirmation that a refund case had been opened but was told that Virgin support could not send such emails to me about my own account.
I'm concerned about my interactions with support and that I've still not gotten any confirmation that a refund case has been opened besides a voice over the phone.
I've been with Virgin for a few years, but now I'm looking for another carrier and closely watching my bank account.

Whiz Kid

Re: Cellular Update Failed makes no service + locked sim after trying to swap device

My preloved phone insert says "trained technicians have ensured this device is ready for you" but shouldn't their training involve keeping up with the known hardware defects of the models you sell?  Why is it up to the customer to fix a phone that you sold them when it had a known defect at time of sale?

Agent

Re: Cellular Update Failed makes no service + locked sim after trying to swap device

Sorry to hear that you're having this issue, @nomore. If the phone has been returned a a refund case has been created, you just need to wait for the refund to be processed.