Virgin Mobile

"We don’t recognize this device." when attempting to swap phones

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Enthusiast

"We don’t recognize this device." when attempting to swap phones

I've spent hours today attempting to swap my iPhone 4s to an iPhone 5s. Both were purchased directly from Virgin Mobile. Neither phone came with a sim card. So I went to Best Buy and purchased a sim card, installed it in the 5s, went through all the steps in activating the phone, and was left with a message saying "We don’t recognize this device. Please call customer service."

Upon calling customer service a robotic voice informed me that I cannot call from the phone (iPhone 4s) I am attempting to switch, but at this moment I have no other phone to use.

Please help. This has been hours of struggle.

1 REPLY 1
Agent

Re: "We don’t recognize this device." when attempting to swap phones

Hi there dcaribbean. I am sorry about the activation issue. Please send me a Private Message with your phone, pin number, IMEI of the new iPhone and the SIM card number that you purchase from Best Buy. I take it from there.