If anyone's reading this thread looking for a quick answer that isn't just "PM an agent for assistance", just so you know, your new phone service might be able to take your current phone if you trade it in and you'll get a discount off of a brand new one. I just got $500 off an iPhone XR by trading in my iPhone 7 which I bought used from Virgin Mobile for much less than that with my new service.
If you do still want to unlock your phone, the agents may still be able to assist you with that (but don't try to access this website on mobile because you literally can't see anything on the page with the unnecessary sidebar with fake links in the way), it'll just take a lot of waiting for them to respond -- so don't wait until the day your service expires and you need your phone for GPS immediately like I did.
Oh, wow, I sent an email (Case #86315099) before I saw this thread.
It does seem extremely irresponsible on Virgin Mobile's part to have sold new phones to customers within the past year and allowed them to be activated, not mentioning the sketchy service switcharoonie that was coming up before this nefarious 12 month rule time would be up. As a customer for many years (and a kind of peeved one, at that), there are three very simple solutions I see here:
If one of these solutions doesn't work, could someone please explain to me why it would be a problem, considering Virgin Mobile service will be discontinued, and it's literally the company's fault that we're trying to switch to a different service (to avoid being automatically switched to sketchy Boost with not nearly enough notice).
Hello, @jeperkyns! We value your privacy and security. Due to the nature of your concern, we would like to authenticate your account, but for us to do this in a secure way we need to take this to a private channel where we can discuss private account information. Please send us a private message along with your phone number, the PIN and a brief description of your request. To send a private message, click on any of the social care agents user names and select the option send this user a private message.
So I have to be without a phone because my Moto E4 has a fried motherboard and no one will repair it nor can I find a virgin mobile device anywhere because they are not sold anywhere. Unfortunately, this is so really bad customer service. There should at least be something that can be done.
We understand your frustration, fitness724, & we apologize for the inconvenience! Unfortunately, we will nt be able to activate an unlocked android device on Virgin Mobile USA. Sadly, you will need to await until the transition is complete to try to active it once your account is already transferred to Boost Mobile.
I have went to 2 retailers in order to switch my dead moto e4 for an unlocked Samsung Galaxy S7 and I am not getting any help. I have also tried to call the toll free number with no help at all. I have been told That i cannot do anything until the migration is complete but I have not had the use of a phone in over 5 days which means I cannot contact my employer or clients at all. I was told that I could use the S7 as a replacement. I need a solution and I should not have to purchase a phone.