Solved! Go to Solution.
Hey there, ultrasoul! Sorry to hear that you’ve been experiencing this issue. We want to help! Can you private message us with your phone number, pin code and IMEI of the phone that you want to activate so we can take a closer look?
I have this exact same issue. I tried to go through the customer service line via phone, and told the CSR that I needed the IMEI for my new refurbished iPhone to be whitelisted on the Virgin Mobile network. I even told him that my case needs to be escalated to a Tier 2 CSR.
Hours later, he called back to tell me that they were unable to solve the problem, and that I will need to return the refurbished phone to the Apple store and get one that is compatible with the Sprint/Virgin Network. Since iPhone 6 handsets are both GSM and CDMA compatible, they are all "compatible" with Sprint/Virgin--I even called Apple to verify!
Please add a feature to the "myaccount.virginmobileusa.com" portal under "swap my device" that will allow customers to submit a ticket for this specific issue if they are trying to swap to a refurbished iPhone! I've been phone-less for 24 hours now and have to start all over hoping to get a CSR that will actually listen to me!