I had many a problem with the ability to receive text messages on (3) phones: Wife, Son #1 and son # 2. I called and emailed tech support over 20 times within 30 days.
After I threatened a class action law suit against Virgin Mobile, I was able to call the "Real Virgin Mobile Tech Support". This is known as Tier 3 support. This number is definitely not published and is as follows: 1-855-250-5271. I called this number and on the 2nd ring I was connected with support.
They immediately resolved my issue by sending out (3) new Samsung intercept phones. We received them today and all 3 up and running with no issues now.
The tech support rep told me not to bother to call the typical support number as they truly wont resolve most issues. So please go ahead and use this number: 1-855-250-5271 and get that level of supoport that we all expect from a company.