WiFi, but no 3G

[speakxj7]

don't blame wifi as much as whatever's happening on VM's side when 3g data is reestablished (under any scenario). it would happen from going to airplane mode and back as well?
i don't know enough about the ril/network stack to say what's happening when wifi is established (in terms of a reset of the transport blah blah).

 

[speakxj7]

i think i'm fully back in business. *fingers crossed*

let my account sit with insufficient funds until i verified that calls (in & out), sms, and data didn't work (data still worked until i toggled airplane mode, after that it was kaput).
interesting [now] that you get bumped to an https virgin site when your account is in limbo (coincidence? i think not - i hadn't seen this before the 'upgrade')

added funds and restarted the plan, everything worked right away, jumping to wifi and back (or airplane mode) is also no problem.

 

[eburn10]

Yesterday I took out battery, turned airplane on/off, same with mobile data, also reactivated phone. 3g is still not working for me. What is 3g connection fix free? Is that an app that smtp_ajw says doesn't fix?
speakxj7 - I checked to see if https works which it does, but now it bumps me to that all the time as you said, but what upgrade are talking about?

 

[speakxj7]

virgin mobile 'upgraded' their backend systems a few weeks ago, not talking about any changes on the consumer's device side....
is your account currently active and paid up?

you're getting bounced to the VM page? or you can hit any https site? I'm not sure which one you meant.

also, my stuff been working all day even going back and forth to wifi, etc. yay!~

 

[eburn10]

well last night I tried the https thing and I was able to get on google search. Today I was getting bounced to vm logon page.
Cool glad for you, I just started my new month so maybe next month I will try what you did. Until then I'll have vm reset my 3g.
Thanks.

 

[vanjan14]

speakxj7- Is your 3G still working fine after you let the account sit with insufficient funds? If it is, i'll be trying that next.

 

[speakxj7]

yep. all's well!~

 

[eburn10]

speakxj7 - what VM plan are you on?
Refreshing my service from VM tech is no longer working. I'm grandfathered in on the 35dollar plan for 25, and I think if I let my account go for a couple days I will have to start paying 35.

 

[AndyOpie150]

I had to let my account go for a whole week just last January. I'm still on the $25.00 plan.

Sent from my LG-VM670 using Android Central Forums

 

[eburn10]

I might try that. VM is telling me that my problem is that I'm on the old 25doll plan and I need to get the 35doll plan, bullshet. I will probably end up paying 35 sometime though, as it seems if you buy a new phone the newest ones you'll have to pay 35.
Thanks.

 

[AndyOpie150]

If you buy a new phone get the Samsung Galaxy Victory.
Why? 4G LTE capable. 4G LTE is coming sooner than expected. Sprint has finally figured things out and Virgin Mobile was just waiting for that to happen.


Sent from my LG-VM670 using Android Central Forums

 

[speakxj7]

you shouldn't have to let it go long - mid-day of what should've been day 1 of the new plan month was all i did. (just verify that all your services are off first - i had to flip to airplane mode and back for data to finally go...) then you top up and retry the payment (restart the plan month).

i believe the terms must be at least 30 days before your 'plan' goes away (and maybe as much as 90 before they drop your number....) but you shouldn't have to get anywhere close to that

 

[vanjan14]

Ok- I can confirm that letting your account sit with no funds for a day fixes the problem. I've had 3G for the past two days with no issues!

 

[florida54]

I've been having this same issue for over a week now. After much back-and-forth with Virgin Mobile's clueless email, facebook and phone support staff, I finally just talked to somebody in their "Advanced Technical Support" team who seemed to know what he was talking about.

According to him, the issue is that since purchasing Virgin Mobile last year, Sprint is now gradually porting all of the existing VM accounts into Sprint's account management system. Apparently, while your account is "in flight" (his phrase) from the old Virgin Mobile "Siebel" system to Sprint's "i-Care" system 3G and voicemail features will not work properly. He claimed that the transfer process starts right after a payment, and usually takes 7-10 business days, but he had occasionally seen it take up to 15.

I'm still pretty irritated with Virgin Mobile for never communicating any of this information, but at least this guy seemed to be familiar with the problem. I'm going to wait and see if his prediction is correct that the issue resolves itself in a few days when the account transfer completes.

 

[florida54]

So Friday has come and gone...still no 3G data. I called support again, and their first-level had me try changing the MDN/MSID again (third time now for that) and verifying that wifi was turned off before escalating me. This time, the "advanced" support guy seemed a lot less competent; he told me that there was nothing he could do, he hadn't been trained on the i-Care system, and he didn't have access to any tools to view my account. I have to admire his honesty, and I feel bad his employers hung him out to dry like that, but I'm also getting really fed up with Virgin Mobile's incompetence and clueless support people.

At this rate, it's looking like I'll have to wait until the end of the month and hope the letting-it-run-out-of-money trick works for me the way others here are reporting.

 

[florida54]

I finally did get this sorted out. I talked to one of the first-level techs and (after going through their script again) requested that they escalate me to somebody who had been trained on the "i-Care" system. I was transferred to a very helpful agent. She checked my account and was immediately able to see that the transfer had gone through, but there was a problem with my data plan. She "restarted" my account (as though it were a new month after a payment) and my 3G data immediately began working correctly.

It took her all of about 5 minutes to identify the problem and correct it, so it's pretty absurd how many VM agents claimed that there was no problem and nothing they could do.

Anyway, I'm glad it's fixed and hopefully it will be a long time before I need to talk to their support team again.

 

[AndyOpie150]

Wow!
You went thru all that, and all they had to was restart your account. They need to train their techs better.

 

[emburybrett1]

Wow!
You went thru all that, and all they had to was restart your account. They need to train their techs better.

lucky they reset your account right now all i have is data no calls or text and its happened before and all they did before was reset the account to fix it but now im in the 'new system they cant restart my account with changing the billing date and i would need to pay another $35 to fix their issues.

 

[speakxj7]

yeah, so you got a freebie restart? that's cool. I couldn't get them to acknowledge a problem, so my option was to pay (again) or wait.

 

[mackdieselx27]

The FB page is livid with complaints. I also lost 3G when my month restarted. Only FB and Twitter work. I've been going through the customer service circus with the same old scripted "troubleshooting" steps of toggling airplane mode, mobile data, battery pulls, MDN/MSID, and reactivation. I've escalated numerous times and each time they refuse to restart my month. For others who were lucky, their 3G problems were fixed. Another FB poster also topped up and restarted her month and got 3G back.

I'm so infuriated with the incompetence, denials, excuses, and contradictory information that I'm actively looking for another carrier after a year of service and will be porting out before this month is up.