Phone is redirecting any website to usablenet

[Startits]

Its been like this since sunday and virgin hasn't been able to do anything about it. has anybody here experienced this and know of a solution? Sorry for the back to back posts,2 different phones with two different problems.

 

[pbailey212]

Are you using wifi? If you connect to random hotspots, it sometimes redirects you to things like that

 

[Startits]

Problem solved, looks like this used to be a common problem with virgin service, they reset my account manually and the problem was solved. It only took six days and about 4 hours on the phone today...

 

[watskyhotsky]

my month ended yesterday and I had no money in my account. today when I tried to use 3G data, every website got directed to useablenet as well.

this says its a problem with the account. glad you got it fixed. but theres no way it should have taken 6 days. i just paid and my data is back instantly. i didnt have to call CS or anything

 

[Startits]

I would have re-upped immediately had I known it would fix the problem, and it's been a problem with vm long enough to where they should have been able to tell me the first time I called. Because they made my ass wait a few days I called and *****ed at them till they reset my account and gave me a free month...

 

[VirginM]

Glad I found a forum with others having the same problem, and also validating my suspicion that the problem is with my account, not my 3g or actual device. I'm only on my second day of dealing with this problem. Today, I received a replacement phone, to no avail. Still having all searches re-directed to "usablenet" However, as another person just stated, this is not a new problem for virgin mobile, so they should solved my issue immediately. First thing in the morning, I will be contacting them again. Thanks for the new phone, but fix my problem for real this time. I'm really hoping that my other suspicion is not true - that by having to reset my account, I will no longer will eligible for the now extinct 25 dollar plan that I'm currently on. If so, that is total BS.

 

[anon(235100)]

Google ' "redirect of death" virgin mobile'. there's a forum thread somewhere with a direct number to virgin mobile's higher level support that'll save you a step calling the regular support number.

edit: here it is 866-553-9806

just tell them regular support number gave you this number to call transferred you there or something

 

[Bigtuna00]

Wanted to confirm that I had this issue and, same as everyone else, after a week of less-than-useful customer service the only way they resolved it was to restart my plan.

I also wanted to offer some details to help clarify what you need to do:

Customer service may tell you they are going to "reset" or "restart" your 3G service. This will NOT solve the problem.

When people say you need to "restart" your account, someone at customer service literally needs to terminate and then re-instate your account. You know this has happened because your charge due-date will change. In other words, if you log into your account on Virgin's website and the payment date hasn't changed, then they haven't done what they need to do.

The CS person who fixed this for me today said the following:

"I'm going to do the troubleshooting a little differently than the way we normally do it", and later, "Some departments do not allow plan restarts and I'll probably get in trouble for this, but it works".

In other words I think the reason this problem is still happening and is still so hard to resolve is that VM hasn't acknowledged that this really is the only solution.

I also made sure to mention to the CS person that this problem seems to happen to people who use auto-pay. I'm further speculating that this happens only to people who use auto-pay AND have a $0 account balance. I think that's the key. Somehow there is a hiccup in your auto-pay. Since the account has no money otherwise, it kills the data service. Later the auto-pay goes through but it's too late.

I've just added $10 to my account. It will be interesting to see if the balance ever goes down (it never should).

EDIT: FWIW the number I called was 1-877-600-8065. However I believe you need to qualify yourself to use this number, otherwise they will redirect you to "regular" customer service. Here is how mine worked:

• VMUSocialCare@sprint.com told me, "I just created an investigation for you. Here is your investigation number: xxxxx and it should take up to 72 hours to be resolved. If this issue is not resolved after 72 hours then we will have this escalated to our higher department."
• Later I got a text message saying that they were going to reset my 3G, to pull my battery, and if the problem persists to call 1-877-600-8065.
• I called that number immediately (because data still didn't work) and was told I needed to wait 4 hours and call back if it still does not work.
• I called back the next day and mentioned the above; that's when they finally fixed it.

My hope is that if you have this problem and you use the above "script" you can get it fixed ASAP.

 

[Startits]

I was not on auto pay and I did have some money on my account and still had this issue.

 

[VirginM]

In other words I think the reason this problem is still happening and is still so hard to resolve is that VM hasn't acknowledged that this really is the only solution

Exactly. I finally got my issued resolved a couple days ago, after nearly a week of hassling them to do exactly what I asked them to do IN THE FIRST PLACE - restart my plan. Once technician actually had the audacity to tell me that they "know what they're doing" after I challenged them about their assumption that the problem could be with the phone - this after they already sent me a replacement phone and tried every troubleshooting step they could come up with...reprogramming, power-cycling, resetting both the 3g and factory defaults.

I also made sure to mention to the CS person that this problem seems to happen to people who use auto-pay. I'm further speculating that this happens only to people who use auto-pay AND have a $0 account balance. I think that's the key.

That wasn't what happened in my case. My problem happened AFTER (listen to this) customer service attempted to reset my 3G after I called in on a separate occasion to complain about slower than usual speeds and inconsistent connectivity. What even more ironic is that even though I now have my internet restored, the speeds are not at the same speed as when I originally bought this phone. I called that 877 number a couple days ago to tell them that once again I have an issue with 3G, and will await the results of the investigation. The CS rep claimed that "they can't do anything about the speed" but will submit a trouble ticket. Huh?!! From an average of 800kbps down to 200-400kbps? Something is wrong for sure and better have a solution.

 

[kirby900]

I can confirm that this still happens to VM accounts. I had to call this morning because of being redirected to usablenet.com. The Customer Support person redirected my call to Technical Support right away. The technical support person knew what to do right away. Clearly, it's a familiar problem now.