StandUp Wireless Customer Service Issues

I have had a positive experience with my QLink phone service for calls, texts, and data. However, I am disappointed with the lack of customer service support. Despite reaching out multiple times in the last 90 days about my missing/stolen phone, I have not received any assistance. I have also inquired about getting a new sim card and transferring my service to another device without any response. Although I received a "free" tablet from QLink previously, I cannot use it as it is not connecting to WiFi and cannot be activated. I am willing to return the tablet. I would like to continue using the service, but the unresponsiveness is becoming frustrating. I am unable to access my email without my phone to verify my identity. This has been my ongoing issue.

In early [redacted], I contacted Q Link Wireless regarding their EBB Program to understand how it works and what's required to obtain a phone and tablet inexpensively. The company advised me to purchase a phone first to qualify for a free tablet, but I didn't proceed, planning to address it later. Despite not ordering anything, they sent me an SD card, which puzzled me as I had no device for it. The card got misplaced due to security issues in my apartment building, but it was returned. After holding onto it for a couple of months, I decided to return the SD card. Subsequently, Q Link sent me a package, possibly containing a phone, but I didn't open it. As I wasn't happy with the choice offered and couldn't communicate further with the company, I returned the SD card and the unopened package to their North Las Vegas address, still receiving demands for payment for a phone I never received. Despite explaining the situation via email, I've received more payment reminders. I'm unable to switch to another provider for the EBB Program due to this misunderstanding and lack of communication from Q Link. I've tried contacting them multiple times without success, and now I'm seeking help to resolve this issue and prevent any negative impact on my credit score.

I am a Qlink user with the email [redacted] and my Qlink Enrollment ID is [redacted]22. I recently received and installed a SIM card from Qlink on my LG K30 phone from Boost Mobile following all the instructions provided. However, after inserting the SIM card and resetting my network settings, I encountered issues with enabling mobile data. Despite ensuring that WiFi is turned on, the mobile data option remains disabled showing "connection not allowed." Additionally, the "mobile networks" setting is also dark and off. I attempted to switch back to my Boost SIM card and reset the phone, but the same issue persisted. Currently, I am experiencing a lack of mobile data connection, being limited to only using WiFi, which is problematic as I find myself unable to make calls using Google Voice even when connected to WiFi. I am seeking assistance to resolve this matter promptly. You can contact me via email or at [redacted]. Thank you for your help. Best regards, Kennedy Church

I am planning to report QLink to the Better Business Bureau and the government agency that subsidizes their program if my issue is not resolved. I have not received the phone even though I have been in contact with customer service since March [redacted]. My QLink phone number is [redacted] and my contact number is [redacted]. I have emails confirming the phone was still in processing after the alleged delivery date in April [redacted]. There seems to be a discrepancy in the information provided by customer service. I request a thorough review of my account and correspondences since March [redacted] to address this issue promptly.

I want to report my experience with Qlink. On March 31, [redacted], I was informed that I would be receiving a new phone and SIM card. However, on April 2, I got an email saying I received the SIM card, which I never received. Despite confirming my address and being told multiple times over the next months that the phone was processing and about to be shipped, I never got it. I was even asked to confirm my address again. I have emails and recorded calls proving this, but customer service and supervisors did not believe me and accused me of lying. I feel it is unfair that I have to go through this and now I am considering reporting Qlink to the government agency that supports them and the Better Business Bureau for their misleading practices.

I am Clay J. I've reached out multiple times to qlinkwireless but still haven't received a phone since joining in January [redacted]. Despite assurances from representatives that it would arrive in 5 to 7 days, I've not gotten it as of October 30, [redacted]. I'm not fabricating this. If I don't get a resolution soon, I may have to escalate this further. Your assistance with this issue would be greatly appreciated.

I have been enrolled in the Lifeline program for over 2 years and was recently approved for the EBB program. I had to provide all my information to the NV again due to address issues. Last week, Assurance Wireless sent me a replacement phone which deactivated my old phone. When I tried to activate the new phone, they informed me they were switching to a different provider without coverage near me. I now have a new phone but no service. I've been trying to set up an account with Qlink for over 5 days without success. My Qlink Enrollment ID is [redacted]91, and my name is Mary. I previously emailed with my phone number, [redacted], but I now have no service and would like to keep that number. I am willing to provide all necessary proof again. As a recent widow living alone with health issues, the situation is becoming increasingly concerning. Can you assist me in getting my Qlink account activated? Thank you for your help.

I have requested a new SIM card for my Bring Your Own Phone program. I have checked twice to ensure compatibility with my phone, bought from Q Link, but it's falling apart. I can't hear conversations, and the internet won't stay connected. My phone is my essential means of communication, especially since I'm disabled and rely on it for doctor's appointments and staying in touch with my distant family. The screen is barely visible, so receiving the SIM card at [redacted] Chestnut Street, San Angelo, Texas [redacted], is crucial. I desperately need assistance, as I requested the card a month ago and have followed up multiple times with no luck in receiving it. Please send the SIM card to help me with my communication needs. Thank you.

I recently received a Q Link SIM card and went through the activation process successfully. However, I encountered issues with making and receiving calls even after following troubleshooting steps. I contacted customer service and spoke with Carlos, who tried to assist me but unfortunately, the problem persisted. Carlos mentioned a tower issue and suggested waiting 72 hours to see if it improves. Despite frustration with the situation, I am still experiencing the same problem. I am unsure what steps to take next.

I am seeking assistance regarding a message I received about my service potentially ending in December. My living situation remains the same, and I am still receiving SSI. I would greatly appreciate any steps to ensure my service continues without interruption, as this issue occurred about a year ago as well. Thank you for your anticipated help in resolving this promptly. Should you need to reach me, please contact me via email at [redacted] or reusing my old email address [redacted] since I am unable to input my new one. Much appreciation for your assistance.

I have received my SIM card and attempted to port my number to QLink following the instructions provided without success. Despite several attempts, contacting customer service and troubleshooting, my issue remains unresolved. Every time I reach the point of needing assistance, the call gets disconnected around the 4-minute mark. As a person with a disability confined to my home, I rely on my phone to stay connected with my doctors, family, and friends. I urgently need this matter addressed as my budget is limited. I experienced an Internet crash after the attempted porting process, but I managed to reboot successfully. Dialing out redirects me to customer service. While I received a notification confirming the porting of my original Verizon number ([redacted]) to [redacted], I am currently without service. My Verizon account number is A[redacted]2, and my device's IMEI is [redacted][redacted]. Your prompt attention to this matter is greatly appreciated, as I currently feel vulnerable without reliable phone connectivity. Thank you. - KL

I recently received my Q Link Wireless SIM card and inserted it into my existing phone, but it has not started working. I am unsure of what steps to take next to ensure I receive phone service and broadband internet. I was expecting a wireless hotspot box for internet service and did not plan on changing my phone company or phone number. The phone I am using belongs to my daughter, and I rely on it as I am unable to afford my own cell phone. Due to being easily confused from my disability, I would greatly appreciate speaking with a live customer service representative for assistance. Please contact me at [redacted]. I will continue to try to reach a customer service representative online, as I am facing challenges and urgently need help.

I am looking for assistance on how to obtain a Q Link phone. Initially, I tried to use my own phone by inserting the SIM card provided by Q Link, but this action deactivated my phone since I forgot to unlock it from my previous carrier, Boost. Unfortunately, I cannot afford the $35 activation fee from Boost, plus an additional $15 for their minimum phone plan. Moreover, I noticed on the Q Link website that I need to have been with my current carrier for 12 months, which I have not. Given my financial situation as a single mother with medical issues and without any disability benefits, I am in a tough spot. I would prefer to continue using my current phone with the Q Link SIM card for unlimited data, talk, and text, but it seems purchasing the cheapest phone offered by Q Link might be my only option. Your help in resolving this issue is greatly appreciated.

I have been a customer with Q Link for a while, and I used to love the service. However, the last two years have been difficult. I switched phones a year and a half ago, and I have been reaching out to them via calls, messages, and chats for the same period due to no data on my phone. Despite their assurances, the data issue has not been resolved. I ordered a tablet from them assuming it would have data, but it didn't. I have been requesting a new SIM card for the same amount of time, with no success until now. Accidentally locking my SIM prompted them to finally send a new one. Q Link Wireless's service has been disappointing, contrary to my initial positive experience with them.

I have informed them several times to cancel my account. My new EBB account with Simple Mobile was canceled after a lot of hassle. However, my Q Link account was never canceled despite multiple requests. I am frustrated that after two weeks, I still have no phone or internet access. I even emailed both the company and you about this issue. This situation violates the ADA, and I have reached out to the National Verifier to address it. Surprisingly, my Q Link account is still active despite not using it for 4 to 5 months. I can be contacted at [redacted]. I waited on hold for nearly 15 minutes with Q Link, and after selecting the call-back option, it informed me of a 48-hour wait. This delay is unacceptable, and I urgently need this to be resolved.

My elderly father has a Qlink phone and tablet that are locked, with no option for reset. They only function for [redacted] calls. I've had difficulty reaching anyone for assistance, which is crucial for senior citizens who rely on technology. I've been attempting to resolve this for days due to my job's affiliation. My father, living alone, is in urgent need of these devices. Please contact me at [redacted], Ms. Faith Davenport. His order ID is [redacted]87 from July 25, associated with wireless fulfilment SMsXnzDv49. I may have ordered a new device since I struggled with complex options like EBB. I have his devices and need guidance on how to fix them or have replacements issued. His health conditions make this situation even more critical, so prompt assistance would be greatly appreciated.

Due to my lost phone, I had to cancel my Qlink service to protect my personal information. When attempting to switch back to them, I received a Sim card, but I can't use it as my phone is locked. I now need to cancel my Qlink account once more to continue using my current provider's phone.

This is my first day with Q Link Wireless, and I am feeling extremely frustrated. The representative who assisted me had difficulty understanding English, making the process of transferring my old phone number take 6 hours. While my voice and text services are now working, I am unable to access the internet without Wi-Fi, even though my mobile data is turned on. I hope to have my internet working by tomorrow as it is essential for me. It would greatly help if a representative proficient in English could contact me urgently to assist in restoring my mobile internet access. Kindly note my contact information: [redacted], Robert Walker, [redacted] Broad Street, Somerville, AL, [redacted], Q Link #[redacted], and landline [redacted]. If the call goes to voicemail, I will be able to hear and pick up the call if the caller identifies themselves. Thank you for addressing this promptly.

I have contacted Qlink customer service three times to receive assistance with manually setting up my new SIM card on the network. Unfortunately, I was disconnected from the customer service representatives each time. Initially, I believed it was a minor issue and provided them with a callback number as requested in case of disconnection, but I did not receive a call back. Feeling frustrated, I called again, only to be disconnected after speaking briefly with tech support. In a final attempt, I reached out for the third time, engaged in a short conversation, and yet again faced disconnection. I am feeling quite overwhelmed and would greatly appreciate any help in resolving my problem.

I would like to transfer my Lifeline account from Qlink to Verizon. I live in a rural area and experience dropped calls frequently. Verizon has better coverage here and I need the Qlink carrier ID number. I had it before but misplaced it when my tablet turned off. I have been on hold for three hours trying to get assistance. I keep getting transferred and hearing the same automated messages. I hope someone can help me with this transition.