Assurance Wireless Customer Service Issues

The equipment I received from Assurance is faulty. I received a lifeline phone at the end of November [redacted] which only worked for one day. Error messages constantly appeared, preventing me from using the phone to make or receive calls. After a frustrating call with customer service, a replacement phone was sent, but it also failed after 5 days with the same issues. I sent a faxed letter on December 4th to inform Assurance in writing but have not received a working device. I am concerned about the impact on low-income families who rely on this government program. A neighbor experienced a similar problem. I have contacted the Attorney General's office with my correspondence. Assistance is needed to ensure access to phone service for those in need.

I talked with a gentleman yesterday about receiving a replacement phone as my previous phone has been unusable for a while. I have been without a phone for months and have been using TextNow for calls and messages. He mentioned I was eligible for a new phone and took my TextNow number in case we got disconnected. I would like to know when I can expect to receive the new phone and any additional information needed. Thank you for your assistance. Shawna Wolf

I am experiencing numerous issues with my phone. Despite regularly paying my bill on time, the service is frequently disrupted, and the phone requires an 8-digit Sim card number which I do not possess. At times, the puk lock appears, and other times it disappears. It seems as though someone may be intentionally causing these problems. The phone I am using is not fully activated, and I had to purchase it previously to activate my number. Thankfully, I can connect to Wi-Fi for communication. Thank you for your help with this matter. Wishing you and your team a Merry Christmas! Thank you for your support.

Hi, I performed a "factory reset" on my phone last Friday, and it is still not functioning properly. The only time I am able to get an internet signal is when I am in my apartment. Once I leave, I lose the internet signal. Additionally, I cannot send or receive text messages, and I am unable to make or receive calls. Upon checking, I found a card in the back of my phone, but it is not a SIM card; it is just a clear-colored card. I require a SIM card promptly. You can reach me at [redacted], or visit me at [redacted] Broadway Avenue, #[redacted], Rochester, MN [redacted]. You can also contact me on my cell at [redacted]. I appreciate your prompt assistance. Thank you, Deborah J.

I attempted to apply for a Lifeline government phone online but couldn't print the page to send it in with my documents. I wrote down important information like my security question answers, pin number, application ID, confirmation number, and permissions I agreed to. Now, I can't locate the page again to print it. I don't have access to a printer, so I'm unsure how to proceed with faxing the necessary documents.

Recently, I've been experiencing issues with my 4G connectivity fluctuating between 3G speeds. Surprisingly, my latest phone provided good access last Friday and Saturday, but the problem resurfaced. Since yesterday, I've been unable to browse sites except for those promoting new apps not yet on my device. I'm currently weighing my options between different providers and services like Google, the CLOUD, Microsoft, and others such as LastPass and FaceB Lite. I'm considering acquiring a new server for improved internet access or alternatively, I'd appreciate instructions on opting out. On another note, my previous device, which I planned to return to Assurance Tech, seems to have been taken by a neighbor despite my assurance to assist them. I've reported the incident locally and am persistently trying to retrieve the missing device. I'll keep you informed of any developments and would appreciate help in addressing the assertive phone messages threatening service disconnection. Best, Ron N

I am disappointed with Assurance Wireless. Their automated system only works during certain hours, and whenever I attempt to call during business hours, it just rings endlessly before abruptly disconnecting. Despite being advertised as a free service, my phone suddenly blocked me from making calls without any explanation. I urgently need to contact customer service and Technical Support to alter my service plan, yet all the numbers I try are inaccessible, resulting in frustrating rejections. Assurance Wireless must address these issues with their phone system and support personnel to avoid potential legal actions. I rate this service poorly, giving it one star. It's concerning that Assurance Wireless, backed by Virgin Mobile but using a Sprint card, is failing its customers in such a basic regard.

My phone was stolen, and I called the 1-[redacted] number to deactivate the service on that phone. I now need to get a new phone as the one that was taken is no longer with me. The incident occurred while my partner and I were at the grocery store. We realized too late that the back window of the truck was slightly open. I am certain I had my phone with me at the store, as I am usually very careful with my belongings. I typically leave my phone in the vehicle, as I had a mishap in the past leaving it in a store. I regret not ensuring the truck windows were closed, allowing the theft to happen. I apologize for the inconvenience caused. - S. Marshburn.

I'm not interested in your service. I have marked the box and envelope for return without opening either. I don't text, don't need such small data amounts, and the talk minutes wouldn't last long enough to reach customer service. I am returning it because I never asked for your service and did not apply for it. This was done without my permission. Dacher F. [redacted] McMurry Ave, Apt. [redacted] Fort Collins, CO [redacted]

I recently received a replacement phone from Assurance Wireless after experiencing issues with my old device. The new AWS Android smartphone worked fine for about 3 weeks before it suddenly stopped powering on, even after charging it overnight. I have reached out to their customer service multiple times, confirming that the phone was not damaged, only to be put on hold indefinitely to speak to a technician to arrange for a replacement. This process has been frustrating, especially as I am using a shared landline with others waiting to use it. With the holidays approaching, the lack of communication and progress on resolving this issue has been concerning, as not having a working phone has impacted my ability to secure contract work. Email support directed me back to calling customer service, which has not yielded any solutions so far.

I recently received a new replacement 4G phone from Assurance Wireless. When I tried to swap my old phone with the new one online, I followed the prompts, but I received a message saying the swap could not be completed and to call Assurance Wireless. The issue is that they require me to call from a different number during their normal schedule, which I am unable to do. I would like to know why I can't complete the swap online and what steps I should take next. Doing this online would be much more convenient for me. Thank you for your assistance. Sincerely, S. Cox

My Assurance phone was stolen from my home in Glendale, AS. I have reported the incident to the local police and have a police report with a number. The officer needs the serial number and make of the phone, but sadly, I don't recall them. I'm eager to resolve this situation promptly. The phone is turned off, and I suspect the person who took it. They came to my home asking to make a call and used a different phone. Soon after, I noticed my Assurance phone missing. I contacted them but was blocked. I want Assurance to deactivate the phone and ensure my information is secure. Despite reaching out with messages, I haven't received a response. My phone number is [redacted]. I fear my privacy may be compromised. It's crucial to address this promptly to prevent any misuse of my info. I provided my details for Assurance to contact me. Kindly respond promptly. - Beverly H.

As a long-time Assurance Wireless, Virgin Mobile customer, I have encountered inefficiencies with their customer service. After receiving a new phone to replace my broken device and sending back the old one as requested, they suspended my services prematurely for not yet receiving the old device. Despite providing all necessary details multiple times, including the tracking number (9[redacted]2 8[redacted] 94) and return address, the records of the returned package seem untraceable. This has left me frustrated and upset, especially as a disabled cancer patient undergoing treatment. I urge for a prompt resolution to reactivate my services, as I have been without service for over two weeks now. Your attention to this matter is greatly appreciated. Thank you.

I accidentally damaged my government phone, and it's my first replacement, so I understand I need to pay for the next one. I informed Assurance Wireless about the problem and was advised to add money to my account to order a new phone of my choice. After saving up for a few weeks, I tried to order the phone online only to find out I couldn't pay from my account, just with a debit or credit card, which I don't have. I paid with a top-up card I purchased and loaded onto my account. Assurance Wireless stated I can't transfer the funds to my bank since I used a top-up card and can only use the money to order from Quality 1 Wireless, where the prices are high. I demand to order the LG Tribute Dynasty Gold for $69, as advertised, or have the money transferred to my prepaid debit card so I can switch to another provider. This situation is frustrating, and I need a resolution promptly. Please contact me at [redacted]. Thank you.

My phone recently encountered a booting issue where it got stuck on a blue screen. I managed to resolve it by doing a factory reset and using the boot options menu. However, after this, my phone now shows up as a Sprint device instead of Assurance, indicating no service. I need guidance on how to transfer my prior service to reactivate my account and update the SIM card. My Assurance phone number is [redacted]. Given my health conditions and reliance on this phone for communication related to my treatment, I urgently need this issue resolved. Any assistance would be greatly appreciated. Thank you.

On February 20, [redacted], I received a replacement phone via first-class mail at my home address, [redacted] Davidson Avenue Apt.# 1D. This was after I requested service for another cell phone. I was advised to place a restriction on my phone number, [redacted], to prevent unauthorized use. The phone needs re-activation and the restriction lifted for me to make calls. I kindly request your assistance on this matter and help with transferring the data from my previous cell phone. I'm currently at the local VA hospital using their computer services as I can't make calls. I have the box of the replacement phone with me and I'm ready to start transferring the data. Thank you for your help.

After experiencing issues with my phone not holding a charge, I requested a replacement. Unfortunately, the replacement phone had the same issue and also froze, resulting in the loss of my data after a reset. Despite contacting customer service, I was informed they only had the same model available. The representative suggested I purchase a different phone elsewhere and then abruptly ended the call. In a subsequent call, another representative insinuated that I may have mishandled the phone, which I did not. I simply desire a functioning phone. Despite being directed to tech support, the lengthy wait times prompted me to disconnect. My current phone's battery life is so poor that it dies shortly after arriving at work, despite overnight charging. I am extremely dissatisfied with this frustrating experience and regret engaging with this company.

Good afternoon, my name is Thomas Nesh born on January 17, [redacted]. My social security number is [redacted]-87-[redacted], and my mailing address is [redacted] Juanita Ave, Glendora, CA [redacted]. I am reaching out because I am unable to receive a new phone as my account is still active with an existing phone linked to account # [redacted] and pin # [redacted], which is either lost or damaged. Please close this account. I was informed by Assurance Wireless that a second account may have been opened under my name with the same information. If so, please close that one too. Please assist promptly as I need a new phone but can't receive one with active accounts under my name. Thank you, Thomas Nesh at [redacted], email: [redacted].

I would like to express my gratitude to Assurance Wireless for the assistance it offers. While the program is beneficial, there is a significant issue as technicians require a landline to troubleshoot phone problems, which may not be accessible to everyone. Unfortunately, I did not have this option and instead used my Tracfone emergency minutes to try to fix the phone provided through the program. The phone issue initially prevented me from accessing the dial pad without a headset, prompting me to contact technicians in early January, a month after activation. After a lengthy remote assessment on my Tracfone minutes, the technician informed me to wait for further assistance, which resulted in a disconnection shortly after. Despite my efforts to reconnect, my minutes expired around the same time, leaving me frustrated. Subsequently, the phone malfunctioned and eventually stopped working in mid-February, causing further inconvenience.

My phone number, [redacted], was reported stolen on February 8, [redacted]. Since then, I have not received a replacement. I noticed that $6.35 has been deducted from my bank account since February 16, [redacted]. Your team sent me a letter dated February 19, [redacted], requesting me to use my phone or it would be cancelled. This seems confusing given my situation. When contacting your team through someone else's phone, they repeatedly put me on hold and hung up without any resolution. I even followed up via email on March 1, [redacted], but only received an acknowledgment of receipt. Concerned about the unauthorized charges, I will report this to the FCC. A recent email referenced case number [redacted]47. I insist on a replacement for my phone soon, as my patience is wearing thin. Despite being promised an email of my PIN number by the last team member I spoke with, I have not received it despite answering my backup questions multiple times. My email address has remained the same throughout this process.