wbuckley's profile
Accomplice

Accomplice

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6 Messages

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12 Points

Thu, Feb 6, 2020 10:00 AM

Unable to purchase phone, support unresponsive

I've been trying to purchase a phone from my balance and don't appear to have the option despite it being well documented that it's permitted and supported to do so and having been explicitly told that I could use my balance for that purpose previously. The only payment option I'm given is to use a credit card, despite having a balance substantially in excess of the cost of the device.

I tried contacting support by email on January 27th, which was assigned Case #86183502 and the auto-reply said I should hear back in 24-48 hours. I also attempted to follow up via a reply late on January 31st (in support's listed time zone). I realize and appreciate that with the transition to Boost looming VM may be short on support staff and/or have a massive influx of tickets/cases, but I have yet to hear back aside from the auto response message and am rapidly becoming concerned. If a staff member could please look at this case, or at least let me know if there is indeed a backlog, that would be greatly appreciated.

Responses

Newbie

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1 Message

a year ago

I have been waiting for a response from Customer Service as well.  I suspect we are both out of luck.  

Nosh_CxUx

Boost Care

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2K Messages

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20 Points

a year ago

Hello @MTClarity & @wbuckley. Thanks for stopping by. Unfortunately, the option to purchase devices using cash balance has been discontinued, this is due to the fact that accounts are currently being transferred to our sister brand, Boost Mobile. 

Accomplice

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6 Messages

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12 Points

a year ago

@Nosh_CxUx Thank you very much for the response, however this comes as a major surprise and poses a rather significant problem. I've been building my balance up with the express purpose and intent of purchasing a phone using it, given that I'd previously been told it was allowed directly by support representatives. It was also still being allowed as recently as December 27th and there doesn't appear to be any official announcement that the policy of allowing purchase from balance has been discontinued.

Reinhardt_S

Boost Care

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1.3K Messages

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1.7K Points

a year ago

You’re welcome. We remain at your service. Remember that customer service support is available from 6:00 a.m. to 10:00 p.m. CST on weekdays and till 9:00 p.m. CST on weekends.

Accomplice

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6 Messages

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12 Points

a year ago

I am still under Virgin Mobile for my account/number, and that seems perfectly reasonable that it might only be possible over the phone. I'll call tonight (or at the next time I can during customer service's business hours). Thank you for the help, as well as for the better time frame information on the transition.

Newbie

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2 Messages

a year ago

I just tried calling customer service to purchase a phone using my account balance. There wasn't any option to choose in order to speak to someone to do this. They only gave a recorded option to find stores in which to purchase a phone.

Accomplice

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42 Messages

a year ago

Were you able to purchase a phone? I was able to purchase a phone using my balance by messaging a Virgin Mobile agent. But that was after being told by another agent that they were no longer letting customers purchase phones using their balance. There IS no customer service by phone anymore. And it depends on which Virgin Mobile agent you message as to whether or not you will be successful at purchasing a phone. All I have to say is...YOU BETTER TRY TO PURCHASE A PHONE BEFORE THE MIGRATION TO BOOST MOBILE BECAUSE AFTER THAT...well, after that it ain't happening.

Accomplice

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42 Messages

a year ago

But will you be able to be on a PayLo type plan after the migration to Boost? I have been told no several times. Was told Boost won't have a PayLo plan. And cheapest plan is $35.00 a month.

Accomplice

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42 Messages

a year ago

Were you able to purchase a phone?

Accomplice

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6 Messages

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12 Points

a year ago

@MTClarity@marlany19@Callastatsand for anyone else who comes across this while still relevant:

You can indeed still order over the phone as Reinhardt-S noted, but the expected menu options direct callers to the website or physical stores as at least two of you found. I was able to speak to a representative by working through the troubleshooting menu and it eventually directed me to a person, though I don't remember the specific options I chose. Other paths through the menu might also work, but that's the one I know did.

I had another question about an error I had received when trying to top up via my phone (something to the effect of excessive balance and another possible reason, site-based top up worked fine and I'm told it was likely just a temporary glitch) so it worked out and I led with that question. After that was addressed I asked if they could handle the order and it was painless to complete from there, just verification of details as expected. The record of the order logged a little strangely in online account management (order status "closed", and a few other things that initially caused concern it may not have gone through) but I got my phone successfully in roughly two days (on a two to four business day processing/shipping estimate).

Accomplice

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42 Messages

a year ago

I too was able to purchase a phone with my balance but they are now saying they are no longer doing that. I purchased my phone about a month ago. I have inquired several times the past week or so for my mother.

Accomplice

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6 Messages

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12 Points

a year ago

For what it's worth, the purchase was made without issues on Wednesday of last week. And while the PayLo plan concerns are something I share with you there are a number of mentions that Boost is "building a comparable plan" and such that I've found in my searching so far. A few example threads are here and here. Boost also has a comparable grandfathered/legacy plan for their existing users, see "When do I need to pay?" and "How much are calls to my voicemail?" for partial details that appear to match. It seems there's a lot of miscommunication happening, unfortunately, but given those details I'm not as concerned as I was before finding them.

Edit: I swear I remember the purely per-minute and minimum top up plans also being called payLo in the past, though it seems that naming is now used for plans with a monthly-rate minute pool and per-usage costs for other services as well. What I found at the Boost link provided matches the (very) old per-minute plans at their last iteration before being retired from offering. Previous versions of that set of plans included $0.25/min for the first 10 then $0.10/min after and other variations before becoming $0.20/min $0.10/text $0.50 or $1.00 each for MMS $1.00 or $1.50 per MB data, then I believe the final version with $0.20/min+text+MMS and $1.50/MB data.

(As an aside, Boost's provided reasoning for discontinuing offering it to new customers in that article is hilarious to anyone with low usage, but that's another issue entirely.)

Newbie

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2 Messages

a year ago

I called customer service and was able to speak to someone about using my account balance to purchase a phone. I was told that they were no longer doing this but I should be able to do it once the account has been switched over to Boost Mobile.

Accomplice

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5 Messages

a year ago

I was told the exact same thing. Looks like it depends on who you talk to. They are not all on the same page. Or they are telling people that so they CAN'T use their balance. Which means they will probably lose it.

Accomplice

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5 Messages

a year ago

But did you purchase a phone that is compatible with the Pay As You Go plan? None of the Androids are compatible. And an Android was the only phone you could purchase using your balance. Have you transitioned to Boost yet? This is what I read on Boost Mobile's website...

"If you get a new phone that is compatible with this plan, you can remain on the Pay As You Go plan. However, if you get any phone that is not compatible, (for example: an Android device or a Blackberry) you will need to select another plan that is available with your new phone."

And the "another plan" is no less than $35.00 a month. A co-worker of mine just went through all that. Bought an Android using his balance but couldn't activate it using a PayLo type plan while still having a Virgin Mobile account...unless he agreed to one of the monthly plans. Curious how things turn out for you.