I called in to Virgin customer service 3 times over the past month to enquire about iPhone 11 availability for upgrading. The last guy I spoke to last week explicitly told me that I could/should purchase an unlocked phone from Apple, which I did today. I've been trying for hours and it still says that my iccid number is already in use. I have already completely set up this new phone and just need it to connect! What am I to do now?
Hi there! At the moment, only new customers are eligible to bring their own eligible unlocked iPhone to Virgin Mobile. You can get more information here at https://www.virginmobileusa.com/plans/bring-your-device.html.
This is unacceptable! Your customer service rep told me to buy from Apple! What do I do now after having spent hundreds of dollars? And why are your reps giving out expensive (to the customer) misinformation?
We truly apologize for the inconvenience, @danny3001_1999. Please try to get a Virgin Mobile phone from them if the purchase was made recently.
They don't carry Virgin Mobile phones! I went in to the store and asked a couple of months ago. This is why I've been calling in to your customer service for weeks to enquire about the timeline for iPhone 11 availability from Virgin. If I went in to the Apple Store and got a brand new Sprint sim, will that work?
We understand your frustration, rshakes, & we apologize for the inconvenience! Unfortunately, we don't have an offer like that for existing customer at the moment.
So, you guys allow NEW customers to get a new iPhone 11 with virgin mobile but an existing member can not??? lol how is that even a thing. You guys do not restock your phones and people want to upgrade. Ridiculous
We sincerely apologize for the difficulties you're experiencing. Unfortunately, only new customer can purchase a compatible SIM card, since they're registering for the first time. Once again, we apologize for the inconvenience. @nsawi