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Virgin Mobile Nationwide Text Messaging Outage and Other Issues

It looks like Virgin Mobile is experiencing a nationwide text messaging outage. There are lots of unhappy users complaining about it on 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.
Thanks,
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, teareney@thevirginangels.com or Andrea@thevirginangels.com. 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.

42 comments:

Comment Page :
  1. So irate about this whole situation! Time to switch service providers!!!

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  2. What could possibly cause this to be nation wide?! I could understand regions, but nation wide? And it's only virgin mobile? The only thing I can think of is someone hacking into their network which could be a whole lot worse news!

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  3. Maybe not as unusual as I thought. It appears this same thing happened back in March of last year:
    http://news.cnet.com/8301-1035_3-57401265-94/virgin-mobile-experiencing-text-data-outage/#!

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  4. I think it's because sprint is trying to fuse boost and virgin together they haven't publicly announced it though.

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  5. iPhones, which use the Messaging app, do not appear to be affected.
    Or, they have fixed texting already.

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  6. Is this why I'm getting error code 67? No data connection...

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    Replies
    1. Probably, quite a few people seem to be having data issues at this time too.

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    2. Thank you for the reply. I can't tell you, well I guess I am, how much I appreciate your kindness. I'm just grateful my Wi-Fi still is going strong. I don't know what I would do without that connection to the world outside. So many people seem so mean and you in your few words... Thank you.

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    3. I am having problems sending txts to most of my contact.I get an error message 9320 message not sent no area code or invalis short.I called was onhold for 45 minutes.finally got help ,which wasn't any help.take out the battery do this do that. Okay we will have to connnect you to our specialized support team, hold on.another 20 minute wait.I hung up.I edited my contacts and added an area code to the numbers still doesn't work. If I delete the threas and go to the contact and txt.their number pops up but with out and area code so I delete the number till it gives me a list of contacts and numers and I click the one I need and then I get to send the txt.what a fricken hassle.there is only 1 contact that I can get a txt sent regularly. I'm now waittng for 48 to 72 hours for a resolution

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    4. That's what they told me to wait it has been 8 days since then and still not working

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  7. Details on the Virgin "System Update" that may have contributed to the outages:
    http://www.virginmobileusa.com/VirginMobile-System-Update

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    Replies
    1. ??I'm not sure this is related to the outage. It may or may not have something to do with it, but this is a general disclaimer for existing policies. Kind of a stretch

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    2. On Facebook the "Angels" mention the system update in many of their answers.

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    3. It sounds like it's primarily a billing and access control update. If the update is in progress or failed the system might deny access to data, messaging or other services because it thinks that the user isn't authorized or hasn't paid for the services.

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    4. Yeah, maybe the 'throttle' got stuck... ;-)

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  8. Was Boost Mobile out as well? They both run on Sprint prepaid towers.

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  9. It is also the Voice Mail too. Ours hasnt worked for 5 days now. There is just a busy signal when you call it or when someone calls and you dont pick up. This is ridiculous!

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    Replies
    1. Everything works fine here in the Mid-Atlantic on iPhone.
      SMS never stopped, but the iPhone Messages app uses data, not cellular.
      Data did not have a problem.

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    2. That's exactly what I'm going through...haven't been able to check VM for OVER A WEEK. Busy signal is all I get. I have called them 4 times, I'm really PO'ed. They will not say what the heck is going on, just that they are busy & will call me back soon with a fix.

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  10. I am very frustrated. got my new vm phone last week. spent almost three hours with the tech support and representatives just to activate my pho.e. and now not even a week old I am having problems again. like really??? I cannot receive any text messages. tried to get intouch with the facebook angels but they are not much help either. Been on the phone with then for an hour bow. no change. thought moving to VIRGIN MOBILE is a good move. biggest mistake I ever maDE.

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  11. Well my daughter was able to get on on our computer and get it to go through but the date for next top up says June of this year instead of next month. I bet they fix that issue real quick like. I tried from my phone just now and got the oops sorry update message so it may just be related to accessing from your phone . Just keep trying on your pc and maybe it will let you in.

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    Replies
    1. VM Next top up date was wrong for me too, in December.
      I think it is just a bug in their activation process.
      Even though my store activated the phone, I had to call them to manually get things going. The top up added cash, but did not make the monthly payment.

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  12. This comment has been removed by the author.

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  13. The problem has not been fixed! I don't think they have a clue what the problem is.

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  14. Saturday the 23rd, been without data since the 12th. I filed a complaint with the FCC, especially since after an hour spent on the phone woth customer service, not one person mentioned an outage.

    http://www.fcc.gov/complaints

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    Replies
    1. I have a 4s and lost my data around the 15th. Tried customer service but since I was calling from my phone they couldn't help me. Finally found a fix on their facebook page. Kept dialing ##873283# to reset my service and after a few tries got my data back.

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  15. zero sms or cellular throughput as of about 7pm, est

    extremely frustrating. as does everyone else, i conduct the business of my life via this phone. opportunities are dissolving as i sit and wait for an e-mail to be answered form tech support, as, obviously, i can't call to make a complaint/get tech support.

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  16. My phone STILL hasn't begun working again. They should refund those of us who can't even use our p.o.s. company

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    Replies
    1. Virgin Mobile will likely give you a credit if you ask. I recommend making your claim on the Virgin Mobile Facebook page. Much more convenient and less frustrating than calling.

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  17. Is anyone else experiencing problems today?!? 3/21/2013 My daughter's phone, as well as mine are both not working. The message received when calling says the subscriber is "unavailable at this time"....bill is current, so what gives?!?

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  18. I've had the same problems as the March 21st responder. My phone stopped sending texts two days ago and double billed me for my new month. More than frustrating.
    -CG

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  19. I can not log into my account online or from phone...bs.

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  20. April 10, 2013 and text service stil off. Been approximately 1 week!! Can't receive or send, and frustated as hell. Bout to lose a customer. Anybody else in Chicago area?

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  21. l have gotten the same text message 30 times but no new ones are coming through. I am in NW Pennsylvania. Resetting updating removing the battery,
    nothing works.

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  22. I live in seminole oklahoma and my text went out yesterday :(

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  23. My texting hasn't worked for over a week.

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  24. I am in Oklahoma as well and cannot send/receive text messages. I also had an automatic payment go through after I specifically turned off auto payment, and now they can't even see the payment. I hate Virgin mobile. And when you call, ALL YOU GET IS FOREIGNERS!!!!!!!!!!!!!!!!

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  25. I'm in central PA, and i have been having the same problem for almost a week (4/18 was when i started having problems). I can send texts, but i can't receive them. Yesterday i received a text from VM saying the issue was resolved. I thought "great now I'm gonna get a bunch of backed up texts"...didn't happen. I went down the road about ten miles away from where i live, and my phone started getting the texts from the past week. Then once i got back home, i called a friend and told him to text me....again...i didn't receive it. and it's doing the same thing it was before...if i try to delete the last text i DID get, it keeps popping back up a few minutes later, and the time it was sent keeps changing. Called "customer support" again, and they told me there was still an outage, and the system was still being updated and to disreguard the text message i got saying that the sytem WAS updated.....this is absolutely ridiculous.....i am seeing posts from people that have been having problems for a few weeks.....can we get some updates from people when they do get service again, please? I have never had a problem with VM until the last two months when in february there was an outage that wouldn't allow me to activate my new phone, and now this. I realize all i can do is call everyday and complain about it (which i plan on doing) and just bend over and take it until the issue gets fixed. How long does it take to fix whatver the problem is? and why does absolutely nobody i talk to seem to know what the issue is, or any sort of timeframe that it will be resolved?

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  26. Save your breath, do not call the customer service. They will have you running in circles. I have had the same issue and it started about 3 weeks ago for me. I live in Texas and have been calling customer service just to get transfered to tech help and still to this date have gotten no resoloution. This has been extremely frustrating. I have never had issues until recently but can clearly see they are not a stable cell phone provider now. 3 weeks is way too long in my book. I will no longer be using Virgin Mobile.

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  27. just an update here in central PA...after jumping through hoops for the last week or so, i finally was able to discuss it with someone in technical support who spoke english and seemed to know what was going on. he said the system was updated, but there is still an outage in my area due to work on the towers...my ability to receive texts has been knocked out because of this. however, he did "reassure" me that srvice would "most likely be restored by July".....it's april 24th. so for the next two months or so, i am gonna be effected by this outage?!?! this is totally unacceptable!!!! if they are aware of an outage, how are they not able to redirect the features that have been effected so that people are still able to use them? if i ran a business and my customers were impacted for even a few hours, i would expect them to be looking elsewhere for the same service. I can't even imagine how many people will be leaving because of this. i can undestand an outage for a few hours, or even a day. but a few weeks or months?!?!! i realize the work being done and the outages are all due to them upgrading and providing their customers the same level of service as the major providers, but when your customers are negatively impacted like this, and you as a company are not able to address the current issue and provide an acceptable resolution to the situation, people are going to look elswhere. It's a shame too, because up until last week, i did not have a single problem, but i can't sit around and wait for a solution to something that i rely so heavily upon in my day to day life. another extremely unhappy customer, currently looking at other carriers.

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  28. I live in Northern California, and have not been able to access the internet for three days. I've called their tech support, have been put on hold, and given the run around. I've asked for a ticket # to reference and supposedly they don't have one. I'm so frustrated. Up to this point, I had been a VM user for almost two years and have never had an issue.

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  29. I live in Minnesota, the VM "customer service" told me three weeks ago that the towers in my area were being updated. They told me after 8 calls to them the service would be restored to my phone last week. Today they said it would be another two to three weeks. Non-stop saying, "we understand your frustration." Can't make or receive calls, cannot retrieve my voice mail, and a text here and there will come through. UNBELIEVABLE. Liars!! After reading all these comments, they are BS'ing everybody everywhere. But the text came thru from them just fine telling me to top up now or my balance would be at 0. WOW

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