No service only on WiFi

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Accomplice

No service only on WiFi

Can’t receive or send texts only through WiFi
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Agent

Re: No service only on WiFi

So sorry to hear about this experience, JAVI. We want to help! Can you please let us know when this started to happen? Can you please let us know what’s the make and model of your phone? Can you please let us know what’s your nearest cross street address and ZIP Code?

18 REPLIES 18
Agent

Re: No service only on WiFi

So sorry to hear about this experience, JAVI. We want to help! Can you please let us know when this started to happen? Can you please let us know what’s the make and model of your phone? Can you please let us know what’s your nearest cross street address and ZIP Code?

Accomplice

Re: No service only on WiFi

I have a iPhone XS and right around noon today,My major cross roads are Lonetree & Butler Flagstaff Az 86001
Agent

Re: No service only on WiFi

Thanks for the information. We’re aware of an outage impacting our customers in this area. Please know that our team is investigating this issue and we hope to have it resolved soon. We apologize for any inconvenience.

Accomplice

Re: No service only on WiFi

Ok thanks
Agent

Re: No service only on WiFi

You're very welcome. Please, get back to us if you need further assistance. We remain at your service. 
 

Accomplice

Re: No service only on WiFi

Service was good throughout the week until Friday..then experiencing the same issue again...why is that?..now once again not able to send or receive texts only through WiFi.
Agent

Re: No service only on WiFi

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

 

~JoyP.

~ Joy P.
Accomplice

Re: No service only on WiFi

Thanks..Lonetree & Butler Flagstaff Az 86001
Agent

Re: No service only on WiFi

Thanks for the information. After reviewing the area, there isn't any open service alerts. Do you have an Apple device? If yes, please follow the next steps:

 

1. Tap Phone icon.
2. Tap Key Pad if necessary.
3. Enter ##873283# then tap Call icon.
4. When Starting Service Update appears, tap OK.
5. When Service Update Complete appears, tap OK. 
6. The Radio will reset.
7. When Virgin Mobile displays in the top left corner, the iPhone update has completed.

 

Let us know, if this works.

 

 

~ Joy P.