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Thread: ******Virgin Mobile USA FAQ's and Rules*******

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    ******Virgin Mobile USA FAQ's and Rules*******

    I'll update this with new and added information as time goes on. If you see something that you think should be in here, or needs to be edited, modified, or removed, please PM me directly and let me know.

    Please take the time to look at the Virgin Mobile Forum Rules thread as well. Also note the general HowardForums rules. Ignorance of these rules is not an excuse for rule breaking behavior, so it is worth your time to take a quick look.

    See what Sprint/Virgin Mobile Upgrades are being implemented in your location.
    https://network.sprint.com/

    Q: I have an iPhone I bought from some other provider, can I bring it to Virgin Mobile for service?

    A: No. Virgin Mobile does not allow customers to activate iPhones from any other provider on their network. You'll have to buy a Virgin Mobile branded iPhone to use it here.


    Q: Can i keep my grandfathered $25 plan? Will upgrading or changing my number allow me to stay grandfathered?

    A:
    Quote Originally Posted by agianne View Post
    Actually, the correct statement about that is that grandfathered plans may be affected by switching phones. As long as you swap your phone with another eligible phone, you can keep your grandfathered plan. The grandfathered plan eligible smartphones are:

    • Blackberry Curve 8530
    • HTC Wildfire S
    • LG Optimus Slider
    • LG Optimus V
    • Motorola Triumph
    • Virgin Mobile Venture

    Q: How do I contact VM USA when I have issues?

    A: VM USA on Facebook
    VM USA on Twitter
    VM customer support on Twitter
    Tech support: 877-600-8065
    Executive Escalation: 866-553-9810

    Quote Originally Posted by Godzuki View Post
    We'll start out slow...

    855-250-5271

    877-600-8065

    CSR Retention Department(s) 24/7 - 365


    Now, those are easily found around the web and since they've been heavily abused are finicky - at best. Sometimes they'll be disconnected, other times they'll re-route you to the regular, incompetent, script addled CSRs that can do nothing but throw 40min kick backs at you. Every now and then those two numbers can produce results but it'll be luck that you might get the retention department.

    Alright so let's move up a level...

    877-291-5717

    Executive Resolution/Escalation Team Call Center -- Mon - Fri: 7am - 4pm CST


    This is the actual Executive Resolution Team Call Centers number. The phone will be immediately answered and the operator will ask which representative they can transfer you to. Don't panic that you don't have one just explain this number has been given to you by another CSR to speak with a Executive Resolution/Escalation Member - they'll take your info and transfer you to a ERT.

    NOTE: I can say don't abuse the previous number or the next two I'm about to give you but I know it won't do any good. But know this; if the previous or next two numbers are your FIRST call, first e-mail, tweet, facebook post - whatever - line of communication company they will dump you back into the regular CSR pool. You don't need to cause a scene carpet bombing their CS departments before hand but it'd be best for your account to be annotated before using these first.

    Alright let's move on...

    817-698-2096

    Advanced Executive Resolution Technician -- Preston: Mon - Fri: 7am - 4pmCST


    This is a direct line to Preston. These are the techs to the Executive Resolution Team, these folks don't read from scripts. They write the scripts. This one's tricky because this tech is routed from ERTs they don't make change to your account on anything but a technical level.

    And finally. Saved the best one for last so if you've read this far, here you go.

    817-215-3658
    [email protected]

    Executive Resolution Team Manager: Mon - Fri: 9am - 5pm CST


    This rep can do ANYTHING to your account, he handles the highest level complaints that fall under the Sprint umbrella. My problem was monetary and technical, to put it simply my account from top to bottom was a complete clusterf*ck that no one after dozens upon dozen of correspondence(phone, letter, e-mail, facebook and twitter). After finally carpet bombing any and all Virgin(whether mobile, in the UK, media or travel) executives I got a call and e-mail from Marco. 24hrs later everything was fixed. He had to look into it, he had to review my account but he wasn't staling - he was simply making sure everything was right. It was.

    There you go, hope they help and if you abuse these numbers for BS reasons I hope your phone explodes in your face.

    - JLM

    Q: Can an account/line be started and then a phone number ported into that account at a later time?

    A: Yes. This will require a call to VM CS. Request that a porting specialist assist with the number port (this is necessary especially if there are funds in the current VM account). To ensure that VM csr's transfer you to a porting specialist ask them specific questions such as: how long is this going take to complete, what account information do you need from my current service provider, etc., etc, (most front line csr's will not have an answer for any of these). It is important to remember that porting any telephone number over to a new carrier (Virgin Mobile) requires specific account information from the carrier you are porting away from (the old carrier) and that some carriers will take up to 4 weeks to complete the process.


    Q: Is it possible to use a non-Virgin Mobile branded phone on VM?

    A: Assuming the phone is also a CDMA phone (made for user on Verizon or Sprint or their MVNO's), yes. The specifics of how to do so will not be provided here, but links to such specifics can be provided and discussion of how to get said phones working properly once modified will be allowed.


    Q: What phones are considered Beyond Talk and what are Pay-Lo?

    A:


    Quote Originally Posted by vmobi View Post
    payLO by VM includes some of Virgin Mobile's Classic service features.

    Basic Rate:
    Domestic voice: 20˘/minute;
    text, email, and IM: 15˘ per message;
    Picture messages: 25˘/message.
    Web access: $1.50/MB, web access subscription expires 24 hours after funds are deducted from your account.

    $20+ Top-Up Activates an account for 90 Days.
    A minimum $10 Top-up Activates an account for 45 Days.

    The $30/Month Talk And Text Plan includes:
    +1500 Voice Minutes
    +1500 Messages (text, picture, IM and email)
    +30MB Data
    +Unlimited access to Virgin XL service.
    Additional domestic voice minutes: 10˘/minute;
    Additional text, email, and IM: 15˘/message;
    Additional picture messages: 25˘/message;
    Additional web access: $1.50/MB.


    The $20/Month Talk Plan includes:
    +400 domestic voice minutes
    Additional domestic voice minutes: 10˘/minute;
    Additional text, email, and IM: 15˘/message;
    Additional picture messages: 25˘/message.
    Web Access: $1.50/MB, web access subscription expires 24 hours after funds are deducted from your account.


    Paylo Service Preserver Program:
    The SP will keep your account active for one year.
    Top-Up $90 within any 72-hour period to be enrolled automatically in the Program
    Quote Originally Posted by mathfaster View Post
    Just to add that if you are on the Basic Rate plan you can sign up for auto pay and you only pay $15 every 90 days instead of $20.
    Q: Is it possible to load 3rd party apps on a *basic* VM phone (apps from places like getjar, etc)?

    A: No, VM locks its phones (*PayLo and basic*) down quite well and doesn't allow the running of third party apps (besides a couple like Google). The exceptions to this rule are the Blackberry as well as Android devices that can access their respective application stores.

    Q. Why does Virgin Mobile Canada (or VM Australia, or VM UK, or VM Alpha Centauri) have better phones than VM USA?

    A. Virgin Mobile in each country operates independently, with differing ownerships, differing phone technologies, differing rates, etc. For example, VM USA is entirely owned by Sprint, VM Canada is entirely owned by Bell. Both simply license the Virgin Mobile name. To compare VM across countries is a clear "apples and oranges" comparison.


    Q: What is the process of activating a used VM phone on a new account?


    It's just like activating a brand new VM phone.

    It can be done online here

    Or via VM customer service: 1-888-322-1122

    Something to keep in mind when activating a used VM phone: The Pass It On Bonus

    Also remember to use a kickback code from any current Virgin Mobile subscriber when activating a new account and both the new account and the VM subscriber that referred you will receive a 60 minute bonus each upon Toping-Up $20 on the new account. (Please note, Kickback Codes are not allowed to be posted in the forums, and neither are requests for Kickback Codes)


    Q: I lost my vKey/Account PIN, how can I retrieve it and get access to my account?

    A: Account PINs/vKeys are a security measure that VMUSA uses to prevent unauthorized people from accessing your account. You probably can't get into your account without one, but this is an issue that only a Live Advisor can help you with. Call 1-888-322-1122 and be prepared to supply information that proves you are the owner of your account.


    Q: I bought a used phone from someone who doesn't use VMUSA anymore and I can't activate it! The Live Advisor or web site is telling me that the phone is already active on another account. How can I activate this phone?

    A: Contact the seller of the phone and ask them to call VMUSA at 1-888-322-1122 to remove this phone from their account so that it can be activated on your account. Until they do this, the phone can't be activated on a new account.


    Q: Can we use money from account balance to pay for new phone?

    A: Yes. If you have enough to cover the purchase price there is an option to use your balance to pay for the purchase. If you do not have enough balance and want to use your available funds to "help pay" for the purchase, you will need to call VM cs @ 1-866-277-6124 they will help you complete the purchase.


    Q: Is there a direct number from Virgin Mobile phone to customer service?

    A: Yes, dial *vm (*86)


    Q: I've looked over the ringtones at VM USA and can't find what I'm looking for. There's another site that has the ringtone I want. Can I use that other ringtone site with my VM USA phone?

    A: The only place you can get ringtones for a VM USA handset is the the VM USA web site. VM USA restricts downloads on its phones and does not allow ringtones to be downloaded from any other source. The company has had these restrictions in place for years and there has been no indication that the policy will change in the foreseeable future.


    Q: I would like to add my own ringtones to a VM USA phone. Can I do that?

    A: VM USA severely restricts downloads to its handsets, as well as any wired or wireless capability that a phone may have to connect to a computer. The company wants you to acquire ringtones from the VM USA web site. It is unlikely that you will be able to get around these restrictions on most VM USA handsets.



    Topping-Up your VM account. What is a Top-Up ?
    It is simply adding money to your Virgin Mobile USA account.

    How do I Top-Up ?
    You may add money to the cash balance of your Virgin Mobile account by using one of VM's Top-Up methods.
    You can Top-Up your account by:
    (1) registering your credit/debit card or PayPal account (a "registered payment method")
    or (2) buying Top-Up cards at any of thousands of retail locations and adding the Top-Up card value to your account from your Virgin Mobile phone, on virginmobileusa.com, or by calling Virgin Mobile At Your Service at 1-888-322-1122. If you Top-Up your account by contacting Virgin Mobile At Your Service, you may be assessed a processing fee.
    Top-Up cards come in increments of $10, $20, $30, $50 and $90. Sales taxes and, in certain states, regulatory fees, apply.

    You may Top-Up in any amount between $10 and $120. The maximum amount you may Top-Up in a single day is $150, and the maximum cash balance allowed in an account at one time is $400. The value of any Top-Up amount or card cannot be applied to any other wireless service.

    What is Auto Top-Up ?
    You may automatically Top-Up your account ("Auto Top-Up") by deducting an amount from your registered payment method and adding it to your Virgin Mobile account as follows:
    If you are on a Pay As You Go Plan,
    (1) once every 90 days;
    or (2) when your account balance falls below $5.00.
    If you are on a Monthly Plan,
    when your account balance falls below $5.00.
    You can set up, modify, or cancel your Auto Top-Up preferences at www.virginmobileusa.com or by calling Virgin Mobile At Your Service at 1-888-322-1122.

    No charges will be placed on your registered payment method following (1) your removal of your registered payment method through the VM website at www.virginmobileusa.com or by calling Virgin Mobile At Your Service at 1-888-322-1122; (2) VM's termination of your Monthly Plan due to payment failure through your registered payment method; or deactivation of your account.


    Paying For Your Virgin Mobile Service:
    Beyond Talk Plans

    Your Beyond Talk Plan monthly cycle starts on the day of the month that you purchase the Beyond Talk Plan. VM will deduct all monthly recurring charges for your Beyond Talk Plan from your cash balance every month. If you have an insufficient balance and have authorized a registered payment method, VM will charge your registered payment method. If you do not have sufficient funds in your account and have not authorized a registered payment method, or the charge to your registered payment method is declined, your Beyond Talk Plan subscription will be terminated.

    Pay As You Go Plans

    Your Minute Pack, Data Pack and Messaging Pack 30-day cycle starts on the day of the month that you purchase the Minute Pack, Data Pack or Messaging Pack. VM will deduct all monthly recurring charges for your Minute Pack, Data Pack and/or Messaging Pack (as described below) from your cash balance every 30 days. If you have an insufficient balance and have authorized a registered payment method, VM will charge your registered payment method. If you do not have sufficient funds in your account and have not authorized a registered payment method, or the charge to your registered payment method is declined, your Minute Pack, Data Pack and Messaging Pack subscriptions will be terminated, you will lose any unused Messages and data, and, unless you purchase an additional Minute Pack by 11:59 p.m. Pacific Time on the day your last Minute Pack is set to expire, unused minutes will not roll forward.



    Q: Which Virgin Mobile USA plans include free mobile-to-mobile calling?

    A: No current plan includes free mobile-to-mobile calling.


    Q: Which Virgin Mobile USA plans include free calls on nights and weekends?

    A: Currently, no plans include free nights and weekends.



    Q: My local store has Top Up cards for Broadband2Go. Can I use these on my VM USA phone?

    A: You can use any Virgin Mobile Top Up card on any Virgin Mobile phone.


    Q: I have Broadband2Go and the only Top Up cards at my local store are for the phones. Can I use a Top UP card for phones with my Broadband2Go device?

    A: You can use any Virgin Mobile Top Up card on your Broadband2Go device.

    Is Call Forwarding supported on Virgin Mobile USA?

    Sorry, call forwarding is not supported - neither conditional nor unconditional. Therefore, it will not be possible to use third party services like Youmail.

    What about three-way (conference) calling? How do I set that up?


    Sorry, three-way calling is not supported on Virgin Mobile USA.

    Q: Can I send SMS (text messages) to other countries with Virgin Mobile? Are international text messages included in my message pack or unlimited text plan? I want to exchange text messages with someone who is in the country of ______, can I do that with Virgin Mobile?

    A: International SMS is available and costs 20˘/message to send and 10˘/message to receive. It is not included in any plans or message packs.

    >>This link<< lists the countries and providers to which you can send/receive.
    Last edited by martin_j001; 07-19-2013 at 09:51 AM. Reason: updated

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  2. #2
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    This thread is closed and will remian this way to prevent it from becoming cluttered with questions and/or information that changes or is no longer relevant. If there is something you would like to add, please consider posting in either the "Help me write a FAQ" thread, the "Suggestions?" thread, or send me a PM directly.

  3. #3
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    Read me!!!!

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