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Screen Cracked - cannot access phoneSupport


  1. gatorglenn

    gatorglenn Member

    Hi,

    My daughter cracked the screen on her Triumph. She has a pattern to draw for security. Now the crack is over part of that pattern we cannot access the phone at all. It powers up fine and all but the pattern cannot be drawn to unlock it.

    Is there a way around the pattern lock? I tired using the enter e-mail option but also cannot do that because it is also where the screen is cracked.

    Thanks,
    Glenn

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  2. phatboyslim12

    phatboyslim12 Well-Known Member

    unless a dev knows what to do there isnt much that can be done, other than calling vm and saying the touchscreen stopped responding, they will send a new one to you overnight if its under warranty

    p.s. = just dont tell them the screen is cracked, there is confirmed reports on this site that virgin will replace a broken screen phone but just to be safe... also, calling the support will be very painstaking, i suggest sending a message via facebook, ive had best and fastest results contacting theem there

    there are so many replacements coming in and out of virgin for the triumph that it doesnt really matter, my last triumph came from virgin defective and i sent it back with sharp rom on it which should break any warranty and im clear, so go get that new phone
  3. pbf98

    pbf98 Well-Known Member Contributor

    I am a confirmed case of straight up telling VM my screen had cracked and was replaced.

    While my screen was cracked, it was actually the lcd part so I couldn't see the screen except for the top corner. If you cannot access your phone, do not swap out phones for a working spare until you have confirmed that a replacement is shipped. That took a whole extra week to get straightened out. I needed a phone and swapped out for my old phone... They need your phone that is being replaced to be active on your account to verify you have it and not just trying to get a free phone.

    But yea I had a long hassle since I couldn't get passed the unlock to re-activate it. Other than that VM is very good with customer service
  4. gatorglenn

    gatorglenn Member

    Thanks. I called Virgin Mobile. It seems that they will replace the phone but i have to have it active on the account to do that. We have a loaner phone from a friend that she is using now. So I have to get it on an account and call them and then change back to the loaner.

    Thanks,
    Glenn
  5. phatboyslim12

    phatboyslim12 Well-Known Member

    Just have them reactivate it on the phone then setup a replacement at the same time, all they need is the imei, i dont think it needs to be setup on the phone itself, just in the account on there system
  6. pbf98

    pbf98 Well-Known Member Contributor

    I went through this same thing with my phone and had a very big hassle. They really do want you to have the phone activated on your account. This proves that its in your possession.

    In my case, I discoved my phone was inoperable, due to a crack in the LCD, in the morning after I woke up. I had no time to call VM and a phone was absolutely necessary to have for me so I quickly did a swap phones online. After I got home from work, thats when the trouble started... It took 3 phone calls to get it straightened out. And then a 4th to straighten it out further. The 3rd call I had a nice lady that had my replacement ordered for me and set up my backup phone. Then a few hours later I got an email from VM stating my order had been canceled because my phone wasn't active on my account.. the 4th call straightened it out.

    But it was a hassle.
  7. rcsrich

    rcsrich Well-Known Member

    From what I have heard, the pattern lock is very tough to get around- I think the phone locks completely after a certain number of tries & you have to use your Google account credentials to unlock it somehow (online?). Sounds like you're on the right path tho to get it sorted out...
  8. gatorglenn

    gatorglenn Member

    Hi,

    Virgin Mobile seems to be coming thru for us and is going to replace the phone. I am very happy with that. However I do have to return the broken one and I am a bit worried with my daughter's data and info on the phone. I cannot reset the phone because I cannot access it. We did take the micro SD card out.

    Am I worried over nothing?

    Glenn
  9. rcsrich

    rcsrich Well-Known Member

    Got an old microwave you don't mind ruining? :) Seriously though, I can't think of a way other than if the phone had a custom recovery, you could install the same recovery on the new phone and see how many pushes of the volume up/down keys it takes to get to the "wipe/factory reset" selection in the recovery menu (this is assuming the keys at the bottom of the screen still work) Just boot the old phone into recovery & see if you can duplicate the button presses. Can't screw it up any more!

    Just a thought.
  10. phatboyslim12

    phatboyslim12 Well-Known Member

    its very easy and does not require use of the lcd to install recovery, then follow the pics on here to navigate to the data reset function...

    alot of the data from your phone is stored on the sd card, certain data, music, pics, video, etc.

    from my understanding they dont actually turn on the phone at the center, they fix the broken screen and automatically flash the oe stock rom then test for other issues...
  11. rcsrich

    rcsrich Well-Known Member

    Good to know I wasn't too far off in my thinking!
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