Help! Phone is not connecting calls & allowing calls in. "Message 4 switch to 85"
In the last few days, calls are not connecting, I get the following message after dialing & a few rings: "Your account is not authorized to make calls to this phone number. If you would like to have additional capabilities please call customer service. (then a Spanish message) Message 4 switch to 85"
This happens with every phone number I try. I tried to call *VM yesterday & got the same message. I also tried calling in to my cell phone from a landline& got a busy signal.
I contacted customer service via web page & am still waiting for an answer or for the phone to start working again!
I don't know how long it's been like this. I noticed the problem 3 days ago. The balance is fine, top up is not due until next month. It is an old phone , a K-9, voicemail is turned off, but it's been fine for years until now. I only use the phone for occasional calls, but I do need it for emergencies & when traveling.
Are there any secrets for getting a response from Virgin Customer Service?
Having nearly identical issue. Started 2 days ago. No calls in or out, cannot access voicemail in or out. Data & text work fine. All outgoing calls get redirected to identical english-spanish-english recording only exception is at the end of message I believe the voice says switch to activate 540? Will have to listen again.... All incoming calls get busy signal. My minutes usage does not go up. Im using a rumor touch.Called vm cs 2x. Various resets were tried to no avail. Was told a tech would call me in 2-3 days on my other phone, a landline. Im in SF bay area Ca.
this proves the problem is with Virgin, not with our phones.
i had the same experience, called a CSR tried reprogramming phone. still doesn't work as of this am. i really hope they can fix this soon, if not i wonder if there is legal recourse as i am paying for a service not being provided. complaints can be filed w/ FCC & state atty. general, public utility commission.
Not too sure where the problem lies but I can add a few more bits of info.Late the night before ny issues began I was aimlessly searching utube lg hacks for some cheap amusement. Throwing caution to the wind I entered the following number in the dialer & hit send,##5473784236368Whether or not I hijacked my own cell phone I have no guess, but when I suggested to the cs gentleman that maybe I should just reactivate my old vm phone, (loft), he said not to. He spoke perfect english & said the vm tech would need access to my phone that had the problem.
VM tech called me on my landline this morning from 866-553-9806. She had me dial a number using my RT & hold the phone next to my landline phone so she could hear the recorded message that all my calls were going to. She said something had somehow changed some settings, (imagine that!), & she reset them. 10 minutes total time, all is ok now.My adice;Unless you really really know what you are doing,do not use your cell phone to dial phone numbers that begin with ##.
VM appears to have fixed my problem!
It was not as bad as I was expecting, I did not have to fight w/them, it only took only 1 email & 1 phone call! It was fixed some time yesterday & was obviously a problem at their end.
Hi, I found your post about not being able to make or receive calls with virgin mobile. I'm having the exact same issue. It started after I tried swapping my blackberry to the HTC evo. But all the tech support people are unable to solve my problem. They keep wanting to push updates to the phone as if it's something wrong with the way the phone is connecting to the network. But this clearly isn't the case since people calling me get a busy signal. It's been over a week that I haven't had service and I'm not getting any help or feedback, even though I've submitted an "escalation ticket".
How long did it take for them to resolve the issue for you? Is there anything specific that they told you was the root cause of the problem? When ever I talk to tech support, they always give up because everything looks fine to them and they can't figure out what the problem is.
I figure I ought to follow up with an update on my issue and its resolution. I'm not sure if it's important to mention, but my error message said "message 4, switch 622".
I did get it sorted out finally, but I was without service for 14 days (mostly due to poor customer service). The problem I initially had was that you can't swap to a different phone from a blackberry through the website, you must have customer support do it. Because you have to call, they are supposed to do it for free. But the CSR I was tranfered to was part of the normal tech support and not the specific blackberry tech support (how was I supposed to know there even was such a thing?) The issue was that he started the transfer process BEFORE telling me I had to pay a $10 fee to swap with live support (which wasn't even true for my case). When I argued with him and asked to be transfered to someone else, he never undid the changes he made. Apparently because the guy had started the swap process and never finished it, it royally 'effed up my whole account. Even though my phone was later set up on my account and everything looked perfectly fine to the tech support people, it was still screwed up. They finally had to completely remove my account, let the servers synchronize, and rebuild my account from scratch with a brand new IMSI and everything. The process takes about 2 days.
My advice is to not waste your time calling the regular support line. They are mostly idiots reading from a script and are incabable of independent thought. They will open an "escalation ticket" for your issue to be handled by more experienced techs, but in reality your issue will go into some black hole and you'll never hear any feedback from it. I finally found the secret number for the Sprint pre-paid executive resolutions office and was assigned to a representative, Shannon, who finally took ownership of my issue. It was actually Aleeah and Byron from the social media team (the twitter people and saveme[at]thevirginangels[dot]com) who contacted me and worked with engineering to rebuild my account. Shannon followed up to make sure everything was working to my satisfaction (also because I had filed a complaint with the BBB).
If anyone else has this problem, I would try emailing saveme[at]thevirginangels[dot]com first and see if they can help you. For my case, simply resetting the account was not enough, because numerous tech people told me they had "reset" my account. I know Aleeah had also tried topping up my account and restarting the billing month with no success. They had to actually REMOVE and REBUILD my account. I'm not sure if the same is necessary in your case, but I know waiting 2 days is much better than waiting 14 days. Good luck.
Thanks for posting the contact info, am glad it worked out for you. Virgin customer service is not too great when you have a serious problem out of the ordinary!
When I had my problem it was something Virgin did that caused it & they did finally fix the problem.
My phone has same problem I can not call any number says I need to call vm it has been 9 day so far anyone calling me gets busy signal I have had this phone less than 30 day I ask for a replacement phone I pay for the insurance they will not replace as long as ticket is open got a email today said one to four days to repair feed up with runaround