Assurance Wireless Customer Service Issues

I recently upgraded my Assurance Wireless phone. After transferring data over and contacting customer service, I was told it would take around fifteen minutes for the service to fully switch to the new device. However, I now can't make or receive calls or texts on either the old or new phone. The SIM card message persists, despite being told I didn't need one. Photos, apps, and emails successfully transferred. I'm unable to reach customer service by phone and there's no live chat. The new phone is an ANS [redacted] AS, and the old one is a Samsung Galaxy J3. I have both serial numbers, but the Assurance site won't accept the old phone's serial to transfer devices online. Help is needed to resolve this issue. Thank you. ~Lee

I am having trouble with my Assurance Wireless phone. This issue started this morning. The "Ultimate Mobile Xperience" logo briefly appears, then the screen goes blank. I am unsure if the problem is with my phone or if my Assurance Wireless service is blocked. Unfortunately, I don't have another phone to call 1-[redacted] for assistance. I am 74 years old and need my phone service restored. Thank you for your help. Leo Z.

I've been receiving constant data warnings today, saying I've used 2.10GB, even after my Lifeline was refilled. I'm confused as to how I used that much data immediately after the refill. Additionally, I keep getting messages about a "text" service not being part of my plan, although it's required for Lifeline. Lastly, I received a replacement phone that behaved oddly by adding unwanted apps. When I contacted customer support, they denied it was possible and abruptly hung up. I've had trouble reaching support by phone and found no help on the website. An email or chat option would greatly assist with these issues. Thank you, Glenna D. [redacted].

Subject: Request to Transfer Lifeline Service to Assurance Wireless To Whom It May Concern, I am reaching out regarding my current Lifeline cell phone service with EnTouch Wireless in Hiawatha, Iowa. Two years ago, my service was transferred from Budget Mobile to EnTouch, and I have been experiencing multiple issues ever since. The main problem is that my service is frequently interrupted monthly due to their system failing to roll over my minutes. This has caused disruptions for days at a time, impacting my work and daily life. Despite filing numerous complaints over two years, the problem remains unresolved. In light of these ongoing challenges, I am exploring switching to Assurance Wireless. I recently submitted an online application and received a reference number. However, when I attempted to verify my Lifeline account, I encountered a roadblock. I am interested in retaining my current phone number and utilizing my Nokia 4G smartphone from EnTouch with Assurance, if possible. Your guidance on how to proceed in transferring my Lifeline service to Assurance would be greatly appreciated. Thank you for your attention to this matter. Best regards, Jeff C.

I recently received a new phone and struggled to activate it following the instructions in the box. After encountering difficulties, my phone ended up frozen, displaying only the date and time. I contacted customer support, and after a lengthy conversation, it was determined that the phone was faulty. They are sending a replacement. In the meantime, I continued to tinker with the phone and discovered that my issue stemmed from misunderstanding the security pin setup. I mistakenly thought I needed a new pin every time I accessed the phone, leading to repeated denials. Eventually, I tried a different pin I might have used during setup and gained access. After downloading a detailed manual online, I learned how to disable the security feature causing the pin prompt. I have since resolved the problem and have my phone up and running smoothly. I may return the replacement once it arrives, as I am now familiar with configuring this device to my preferences. The experience was frustrating due to the limited instructions provided. It would have been helpful to receive a note directing me to download the manual online before attempting activation.

Hello, I have been using an Assurance Wireless cellphone for over two years now. Recently, the phone's performance has significantly declined. It frequently cuts off my calls midway, and the Google service keeps closing or not responding unless I restart the phone. I suspect it might have been hacked or it has exceeded its lifespan. I would like to request a new cellphone. The issue is not with the battery as it charges normally. I am currently on Medicaid. To expedite the process, kindly contact me via email for any additional information required to replace my phone. I prefer email communication as my current phone may disconnect during calls. Thank you.

I recently became an Assurance customer, and I am experiencing difficulty with the UMX u693cl phone provided to me. The charging port is broken, making it impossible to charge the phone as the cord won't stay connected. Despite multiple attempts to reach out for assistance over the past week, my interactions have been limited. During my calls, I only spoke to a representative once, but they were unable to grasp that the phone wouldn't turn on due to the charging issue. As a result, I haven't been able to resolve the problem or receive a replacement phone. Holding for assistance for extended periods was challenging as I had to borrow a phone. I am in urgent need of a new phone to replace the defective one. Cheryl G. [redacted] [redacted]

On approximately 06/04/[redacted], the entire Twentynine Palms Ca. township experienced a complete loss of cell service due to a mechanical issue. As of yesterday, 06/08, the problem has been resolved, and cell service has been restored. Despite attempting various communication methods such as email, text, phone calls, and contacting [redacted], I was unable to regain service. Every time I tried to make a call, Assurance Wireless prompted me with a message stating my phone needed activation. Unfortunately, the garbled instructions provided no clear solution, and the company's website offered no alternative means of contact other than calling Customer Service. As I am unable to connect with Customer Service due to the phone issue and lack of alternative contact methods, I am unsure of the next steps to take. I was provided with Assurance Wireless's email by Virgin Mobile, to whom I paid for service. Please assist in resolving this matter promptly via this email so I can attend to the numerous missed doctor appointments. Thank you, Doug B. It is currently 22:14, and I am still without phone access.

While charging my Assurance Wireless Wiko smartphone, the charging port unexpectedly started smoking. After unplugging it, I struggled to remove the melted cord from the phone. Even though I eventually freed it, my phone now refuses to charge. I've learned that Assurance Wireless only offers one free replacement phone per year, which I can't afford to purchase myself. I value their service and would hate to lose it. My friend had a similar issue with her phone's charging port, and Assurance Wireless sent her a free replacement. Considering the charging port trouble I faced was likely due to a defect, I hope they will offer me a replacement as well. Any advice or assistance on this matter is welcome. Thank you for your time and support.

Two months ago, I purchased a Samsung Galaxy phone for $[redacted] through Sprint. Following their transition to T-Mobile, my phone failed to function properly, resulting in a loss of $[redacted]. Additionally, the UMX and Wiko phones I received are of poor quality, prone to being hacked and frequently shutting off. Despite contacting customer service eight times with each call lasting at least 30 minutes, the solutions provided have been insufficient. I was assured a Coolpad phone would be sent to me on June 7th, after returning the faulty device. However, I am still without a functioning phone, having been informed today that I will only receive another subpar device. This experience reflects poorly on the company, and I am considering switching providers after being with Assurance Wireless for over three years. I am open to resolving this issue and would appreciate assistance in securing a better phone.

I'm having trouble applying for the insurance wireless EB program. The verification process keeps encountering an issue and timing out, forcing me to start over. Despite trying various phone numbers, I haven't been able to reach anyone for assistance. I am now attempting to contact them via email. Could you please confirm if I have completed all the necessary steps for the application? Thank you.

In June [redacted], I received a text about a new flip phone offer. I called on June 28, [redacted], and spoke to a representative. They took my information and mentioned that my free flip phone should arrive in approximately 10 days. My current phone is cracked and challenging to use, so I'm looking forward to a new one. Can you confirm if this information is correct? I appreciate Assurance Wireless for providing me with a free phone. Thank you, Kathleen H.

I am eligible for the EEB unlimited internet service on my Assurance Wireless phone, but unfortunately, I am not receiving the services as promised. The plan I have currently runs out of data at around 4 GB, which started happening in my second month with your program. I have contacted customer service, and they acknowledged that I have an unlimited data plan on my account. However, my data still gets cut off after reaching a certain point. Despite assurances that the issue would be fixed within 24 to 72 hours, it has not been resolved. I would appreciate your assistance in resolving this confusing problem. Thank you for your attention to this matter. Regards, B. L. Spencer

I recently attempted to replace my damaged mobile device through insurance wireless. During the process, I had to make two separate payments. The first payment was for $5 and some change, but after it was processed, I was informed that my replacement order was not placed due to my eligibility. I then made a second payment of $25 to replace the undamaged phone, not being aware that the first order was canceled. After this transaction, I was promised a refund for the $25 that I didn't need to pay, as the payment was already processed. However, I am still waiting to receive this refund, which was supposed to be returned to my debit card balance.

I recently received my new phone from Assurance. However, I am facing issues activating it. Despite contacting customer service at [redacted] twice, they couldn't activate it successfully. The phone displays an "Emergency calls only" message upon powering on, and I noticed that the Wi-Fi is not connected despite the switch being on and airplane mode off. Interestingly, my home desktop and another cell phone connect to the internet without any problems. I suspect that an activation code might be required for the new phone. If I contact customer service again, they might opt to replace the phone, but I believe the issue lies in the activation signal. Should more details be necessary, please reach out via email.

This is my second time using this service. The first time, I paid for a whole year and didn't have a working phone at all. Even after 30 days, it kept showing I had a phone with them, impacting my ability to switch to other plans. The phone I got this time had issues from the start, it only worked for a couple of weeks, and now the keyboard is not responding properly. I've tried different keyboards and everything but no luck. I've recommended this service to many people, but now I have about 79 friends ready to switch due to these problems. I've paid for upgrades that didn't work, including a Kindle. I've been patient throughout last year not being able to switch services and now having these ongoing issues. I expect a resolution soon as I've paid twice for upgrades that were never delivered. I will wait to hear from a manager promptly.

I purchased a Samsung Galaxy phone from Assurance Wireless a couple of months ago with a 1-year warranty. After learning about the T-Mobile and Sprint merger, I discovered my phone is locked to Sprint and doesn't work with my desired T-Mobile network. Despite my efforts, I have faced difficulties with the provided replacement smartphone. I seek either a fix for my Samsung Galaxy, a replacement that functions on T-Mobile, or a refund. The prolonged inefficient service has left me frustrated. I wish to avoid escalating this matter to governmental bodies and prefer a swift resolution from Assurance Wireless. I can be reached at [redacted] or PJ a l e s s i a [redacted] I anticipate a prompt response to avoid further escalation. Thank you for your attention to this matter.

I recently encountered a frustrating situation with my cell phone from Assurance Wireless. While visiting a cancer specialist with my elderly mother, my phone was stolen right next to me. The culprit then sold it in the parking lot, as confirmed by an employee who witnessed the transaction. I learned the names of both the thief and the buyer. The buyer even had the audacity to offer to sell it back to me for $20. Unfortunately, I cannot afford to purchase it back. I take care of my terminally ill mother, and having a phone was crucial for emergencies. It was disheartening to lose it in such circumstances. Any assistance would be greatly appreciated. Thank you.

I currently have broadband service through Gov and also a phone from Assurance Wireless, which unfortunately does not have a hotspot feature. This limitation is causing issues for me, as I am unable to connect my computer or tablet to the internet. I was initially sent this phone by Assurance Wireless and later informed that I could choose a different phone from your company. I kindly request the opportunity to exchange this phone for a different model of my choice. Additionally, my account indicates that my phone was reported stolen, which I find puzzling and is preventing me from accessing Assurance Wireless further. Thank you for your attention to this matter.

I have worked with Assurance Wireless for more than 3 years and previously with phone companies such as Safelink and Access Wireless. I've established offices and trained agents to replicate my success. Unfortunately, my last boss had me working without compensation and appeared to be scamming employees. I have been attempting to reach out to human resources to address this issue and prevent them from exploiting other hardworking individuals like myself. My name is Henry Richardson from Tampa, FL. You can contact me at [redacted] or [redacted]