Virgin Mobile's Facebook page. The outage is being confirmed Virgin's Facebook representatives who are replying to the complaints with:
"There is a National Text Messaging outage. Text Messaging Unable to send/receive SMS, duplicate messages, delayed messages (Intermittent service). Estimated time of repair is 2/12/13 at 11:02:20 CST."
As if that wasn't enough a number of users are reporting that they can't get into their online accounts to add funds.
Plus, there's a third issue where Virgin mobile users who have registered their phone numbers with Facebook to be able to receive Facebook text message alerts or to post statuses to Facebook by SMS are getting an email from Facebook reading:
"The phone number NNN-NNN-NNNN has been deactivated for Facebook text messages due to the following reason: the mobile service provider this number was registered with no longer recognizes this number as valid. If you changed your mobile number or switched mobile service providers, please visit Facebook to add your number again.
The Facebook Team"
Needless to say, with all these issues Virgin Mobile customer support lines are swamped. Users are reporting very long hold times. Based on the responses from Virgin Mobile on the Facebook page it doesn't seem like support is able to do much about any of these problems. If your plan period is about to end and you need to top up and can't get online, try sending an email to one of the Virgin Mobile Facebook representatives, [email protected] or [email protected] For any other issues I suggest sitting tight if possible, these appear to be major system problems effecting many thousands of users. They will be fixed, Virgin Mobile's business depends on it. Actually, a nationwide text messaging outage lasting four days seems unacceptable and I expect it to be fixed much sooner.
Update 9-Feb-2013, 12 Noon PST: Some good news. Virgin Mobile Facebook reps are now saying that:
"...the text messaging outage has been deemed resolved by the engineers. We are internally updating our systems. Most customers are able to access his or her online account now."
Hopefully this means the text messaging and online account management problems are fixed. As far as I know the issue with Facebook text alerts has not been fixed.