If you are a Virgin Mobile customer chances are at some point in time you are going to need to reset your phone. If you are having trouble making calls, sending texts or having text messages bounce back to the sender you will need to reset your device. This does not erase anything on your phone (photos, contacts, preferences etc) but it does reset the original factory settings to send and receive phone calls, text messages and access the internet.
After spending too many hours than I care to say sitting on hold with outsourced customer service agents explaining the situation over and over only to be told “call back from another phone” I got lucky and was connected to someone based in the United States. They gave me the instructions on how to reset my phone and fix the error messages I was getting when trying to send a text or photo.
To start you need to enter this into your phone:
There is no need to hit the ‘dial’ button because it will take you directly to an activation screen. You will see four options: (1) Activate (2) View (3) Edit (4) Done. Select Activate and it will connect to the network. This can take one to three minutes so just let it connect and sync up. When that is completed it will show you a “success” screen; scroll to the bottom of the screen and click the “Get Started Now” link and your phone will restart. It will display your phone number right below the link, always double check that to make sure that it is your phone number.
When the phone restarts everything should work perfectly. If they are doing maintenance work on the system you will not be able to reset your phone; you will get a generic message saying that you can not activate your phone at this time and you will be given a toll free number to call. While that is inconvenient at least you know that they are updating something or upgrading local service. You can wait about an hour and try to reset it again or call the toll free number on the screen (from another phone) to have them reset it and update the software if needed.
Virgin uses Sprint network lines so if they are updating or upgrading then there is a good chance that you are going to have temporary problems. If you can send a text message but not a photo make sure you have enough battery power; if you are below 20% power the phone will not send the photo and any incoming media messages will not automatically download.