You may have this issue if your phone is unable to:
These steps help identify and resolve the underlying cause. After completing each step, test to see if the issue is fixed. If not, continue to the next step.
Verify mobile data is enabled.
Verify your HTC Desire® 816 is connected to the Virgin Mobile data network using My Account.
If your HTC Desire 816 still can't connect to data, troubleshoot data connectivity.
Do you see an error message that says the media file is too large?
Try reducing the size of the file with a compatible editing program available in Google Play Store™.
You can also try to send the file via email. Email providers usually have a higher file size limit.
Perform a soft reset.
A soft reset reconnects your HTC Desire 816 to the Virgin Mobile network.
Note: To optimize device performance, be sure your HTC Desire 816 is running the most recent device software. Check for software updates.
If you're still having issues, contact Virgin Mobile Customer Care.