About Us

CTIA / Regulatory

With so many choices when shopping for wireless products and service, we want to be sure you find the right device and plan — and understand the fine print.

That's why we've partnered with CTIA - The Wireless Association® to provide tools to help you make informed buying decisions. These include:

  • A plan & devices checklist you can use while shopping to find important details on plans, charges and coverage.
  • A Terms & Conditions FAQ that answers key questions such as fees and surcharges, handset insurance, trial periods, parental controls and more.

Want to learn more? Check out CTIA's consumer protection standards.

Unlocking Policy

Unlocking your device

Virgin Mobile appreciates your interest in learning more about device unlocking. Device unlocking is a complicated technical issue which has evolved over the past few years. Please read carefully the information below to better understand the facts and Sprint's policies on this matter.

IMPORTANT NOTE: Unlocking a device is a general term that refers to one or more types of device unlocking. MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network. Unlocking also refers to enabling the SIM slot of your device to allow you to insert another carrier's SIM card (either domestically or internationally.) Unlocking a device will not necessarily make a device interoperable with another carrier's network. In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

Virgin Mobile will only activate devices certified to work with Virgin Mobile services and may not activate unlocked devices from other carriers/service providers, including devices manufactured for Sprint, Boost Mobile and Assurance Wireless.

General Eligibility for Unlocking

Virgin Mobile will unlock a device (i.e., provide the MSL Code and/or perform a domestic SIM unlock (DSU)) under the following circumstances:

  • The device has not been reported as lost or stolen or otherwise flagged as ineligible to be unlocked
  • The device has been active on the associated account for at least 12 months with the account active at that time

If you believe you meet the above requirements and would like to request that your DSU-capable device be unlocked and/or request the MSL Code, contact Virgin Mobile Customer Care by dialing 1-888-322-1122.

Determining your device capabilities

Virgin Mobile offers a wide variety of devices, and the technologies, including software and firmware within those devices, affect what information Virgin Mobile can provide and/or what steps Virgin Mobile can take to unlock the device. The chart below can be used to understand what policies and capabilities apply to our most popular devices. (The chart below is not intended to be a comprehensive list of all Virgin Mobile devices. If your device is not included below, please contact Virgin Mobile Customer Care for information about your specific device).

Device Master Subsidy Lock (MSL) Code Unlock
A device owner can use the MSL Code to attempt to reprogram certain operational parameters in the device software in order to attempt to enable CDMA functionality on another carrier's network.
Domestic SIM Unlock (DSU)
A domestic SIM unlock allows a device owner to insert another domestic carrier's SIM card into the device in order to attempt to activate the device on that carrier's network.
Apple iPhone 4s X
Apple iPhone 5 X
Apple iPhone 5s* X
Apple iPhone 5c* X
Apple iPhone 6* X
Apple iPhone 6 Plus* X
Samsung GS3 X
Samsung GS4 X
Samsung GS5 X
Samsung GS5 Sport X
Samsung Note 3 X
Samsung Note 4 X
Samsung Edge X
LG Flex X

*Domestic SIM Unlock capable as of 2/19/15

Note Regarding Virgin Mobile's Unlocking Policies

Virgin Mobile may refuse any unlock request that would result in an abuse of these policies or is part of an effort to defraud Virgin Mobile or its customers. These policies are subject to change at Virgin Mobile's discretion without advance notice. Updated 2/11/2015.

For more information on the Unlocking Commitment, click here.

For more unlocking details, please visit our Device Unlocking FAQs