Assurance Wireless Customer Service Issues

When I log in, it prompts me to report my phone as stolen, which happened back in February or March. I completed recertification on June 1 and received this new phone. Unfortunately, I have been unable to set it up or access voicemail since then. My plan is for government broadband only with no hotspot, and all data usage should be on Wi-Fi. My Cochlear Implant requires an upgrade, making it difficult for me to hear clearly on the phone. I urgently need to use my tablet to complete some paperwork. Despite a "Hard Reset" done by a representative, the phone hasn't improved. There are no features like Scam ID or Block, and there is a minor scratch or thin crack on the screen. I am hoping to exchange this phone for a different model from your available options, as I was told I could select a new one a few weeks ago. Thank you for your attention to this matter. Kristy N.

I have an Assurance Wireless lifeline account with the number [redacted]. When trying to enroll in the unlimited plan, I noticed it was under a different name and address, causing my service to be cut off. I urgently need it restored with the same number. My name is Nicole Miller, and it is crucial for me to retain this number. Currently, I am without a job or home due to a fire last month. Your prompt assistance is greatly appreciated. Thank you.

I accidentally dropped my phone and the screen cracked. I contacted customer service for a replacement, and I was informed there was a $29 fee for it. However, according to the information I received from Assurance Wireless, a replacement phone should be provided "at no cost to you." Unfortunately, I couldn't afford the $29 fee for a free phone, so I had to seek assistance from other providers. The current phone I obtained from elsewhere is not functioning properly with the claimed network. It only works when connected to a Wi-Fi network, preventing me from making calls, sending texts or emails, and using the internet effectively. To resolve this issue, I'm requesting the continuation of my account with a replacement phone or the setup of a new account promptly. I urgently need a working phone to regain communication access without relying solely on Wi-Fi connectivity.

I have faced challenges reaching Assurance Wireless Customer Service numerous times (from September 2 to 26, [redacted]) trying to get a replacement phone because my current phone is broken. The phone number linked to my account is [redacted]. As a homeless individual, I still have responsibilities but have not used this line and urgently need the replacement phone. Despite my numerous calls (5 in total) about not receiving the replacement phone, I was repeatedly asked to wait an additional 5-7 business days. Initially, I was provided with a fake UPS tracking number by an Assurance Wireless Supervisor on September 15, [redacted] (#[redacted]22) and was later informed that the tracking number was invalid and that the replacement phone was not available at the UPS location. The replacement phone has not arrived yet, and I have lost trust in Assurance Wireless due to the misleading information provided by their agents. I requested the phone line ([redacted]) to be terminated on September 26, [redacted]. I have documented these incidents for further investigation. Please have Assurance Wireless send the replacement phone or inform me by email once the phone line is terminated. I would appreciate any assistance. Please contact me via email at [redacted]. Thank you.

I recently received my Assurance Wireless phone and activated it on 9/7/[redacted]. I enrolled in the EBB program, but I have not yet received my unlimited plan. Two months ago, I helped my aunt get an Assurance Wireless phone, and customer service activated it immediately while I was on the phone. Now, I'm experiencing difficulties activating the EBB program for myself. I urgently need hotspot access for work as I'm running out of data. Each time I call customer service, I face challenges because my phone number is from Sprint and is in the new system. It takes multiple calls and hours of being transferred around until I reach the right person in the EBB program. My phone is slow, freezes often, and the battery doesn't hold a charge. I rely on it and cannot afford to be without a phone. Please assist me in starting the EBB program so I can use my laptop with the hotspot. Thank you for your help, and God bless.

Subject: Replacement Request for Lost/Damaged Cell Phone I am inquiring about the possibility of replacing a lost/damaged cell phone through Assurance Wireless Lifeline. Unfortunately, I experienced an incident where my phone was lost outdoors and later found wet with visible damage to the screen. The phone was an Android, not 5G, although I do not have the specific model information or account number readily available. I reside in Shangri La and can provide my account PIN [redacted] for verification purposes. My current address is [redacted] Elm Avenue B, Seaside, CA [redacted]. Due to the loss of my phone, I am unable to provide certain documentation at this time but am willing to cooperate in any way possible to expedite the replacement process. As someone who heavily relies on this phone for communication and lacks transportation, your prompt assistance would be greatly appreciated. Thank you for your ongoing support as Assurance Wireless has been a reliable source of customer service for me in the past. Sincerely, StephAnne Parras

I have spoken with Lifeline to resolve my issue. They advised me to reapply for a phone, indicating that Assurance Wireless and SafeLink are the only two plans available in my area. I wish to enroll with Assurance Wireless. Despite having and using a phone from them since July [redacted], I was informed that I do not have an account when I received a recent letter about changes. I have relocated, and my phone still operates. Although Lifeline confirms its service in my new area, I am unsure how to sign up given the confusion about my account status. Your assistance is appreciated. Thank you, Bonnie K.

Hello, I have been using my Assurance Wireless phone for a few months now. Unfortunately, this morning, my phone accidentally fell into my puppy's water bowl after vibrating off my nightstand. I tried putting it in rice and blow-drying the open parts like the battery and headphone jacks, but I have had no success. I rely heavily on this phone for various medical professionals due to my anxiety and depression. I heard from a friend that Assurance Wireless provides replacement phones in such circumstances, so I am hoping for your assistance. Here are the phone details: Serial Number: TE[redacted]G225387 Model Number: U693CL FCC ID: P46-U693CL SN: 693CL[redacted]3 MEID HEX: [redacted][redacted] MEID DEC: [redacted][redacted]9 My name is C.H. and my address is [redacted] Del Haven Rd, Dundalk, MD [redacted]. I have my account pin and can answer my secret question if needed. Your help in getting another phone would mean a lot to me. Thank you.

Assurance provided me with a replacement phone under the premise of needing compatibility with the upcoming 5G system. Unfortunately, the phone they sent had multiple issues during the three months I used it. Callers couldn't leave voicemails for days, and I often encountered dropped calls, some of which were crucial. Despite attempts by customer service to fix the problems, they were only temporary. Text messages are not a suitable alternative for me due to my impaired vision. The replacement phone they offered me ended up being nonfunctional, with additional problems and lacking necessary features. It's frustrating that my location lacks signal coverage, rendering the phone useless. The supervisor's response was unhelpful and lacking empathy. I've endured months of poor service and days without any service. I feel stranded without a reliable phone for essential tasks like scheduling medical appointments and confirming transportation. I feel trapped by Assurance's imposition of these faulty phones.

I've been patiently waiting for my Coolpad Legacy upgrade since my initial call on the 11th. Unfortunately, my current lifeline phone has malfunctioned, leaving me unable to make calls or even unlock the screen. Despite placing my upgrade order on the 11th, it did not go through, so I had to repeat the process on the 18th. Dealing with the language barrier has been quite frustrating, as I still have no clarity on the status of my Coolpad Legacy upgrade.

My Assurance UMX phone has not received the software update. While it can still receive texts and calls go to voicemail, any attempt to check voicemail or make calls causes it to reboot. I have conducted a factory reset and multiple update attempts, but the device reports a verification issue. Despite checking on the website and confirming my verification status, the problem persists. I tried inserting the SIM card into an old unlocked phone, only to receive an "unsupported" message. Unfortunately, I cannot call [redacted] or the provided number for further assistance. I suspect the UMX phone itself may be faulty. The phone number linked to the SIM is [redacted]. As a disabled individual living alone, having a working lifeline is crucial. Any advice on how to resolve this issue would be greatly appreciated. Thank you in advance for your help. - Julie

I recently received a replacement phone from Assurance Wireless as I lost my original phone. The replacement phone is not performing well compared to my previous one. Texting is not working, the battery life is very short, and I'm experiencing slow data connection while trying to watch videos or download something. The only aspect that seems to be functioning slightly better is making phone calls. I live in an area with poor cellular service, and Verizon and Simple Mobile have been unreliable for me. I had a better experience with my lost phone over time, especially after working with Assurance Wireless technical support. I appreciate any assistance from Assurance Wireless to improve the performance of my current phone. Thank you for your help. Sincerely, Stephen C.

Dear Support Technician, I am experiencing several issues with my UMEX phone on T-mobile 4G. The problems I am facing include being stuck in a reboot loop, rapid battery drain, fluctuating volume, slow loading times, loss of mobile service, erratic menu pop-ups, unresponsive touch screen, failure to start, slow overall performance, recurring message notifications, overheating, call disconnections, and the inability to make calls. I appreciate your assistance in resolving these issues promptly. Thank you, Mack-Alec Fresques

Dear Technical Support Representative, I hope this message reaches you in good health. I am experiencing several issues with my phone that I need assistance with to prevent future occurrences. The concerns are as follows: - Stuck in a Reboot Loop - Drains battery quickly - Fluctuating volume - Sluggish loading - Loss of mobile phone signal - Menu cycling - Touchscreen malfunctions due to black or gray display - Inability to start when needed for urgent calls - Slow service startup - Inability to make calls - Message deletion issues - Phone overheating - Disconnection during conference calls - Complete inability to make calls Unfortunately, I cannot contact you directly via phone due to my phone troubles. I am not familiar with resolving technical issues. Warm regards, Mack-Alec Fresques

I am currently receiving food stamps and I need assistance with my phone plan. Two weeks ago, I changed my phone number and now it appears that my unlimited data plan has been switched without my notification. My new number, [redacted], is now on a 4.5 GB data plan instead of the previous unlimited bundle I had on my old number, [redacted]. I would like to resolve this issue promptly as I do not wish to switch providers due to these problems. Kindly contact me or update my account accordingly. Thank you for addressing this matter promptly. Regards, M. Clayton

I have been waiting for my new phone for over a month and a half. Despite contacting customer service daily, it took 40 minutes on hold to speak to a supervisor who informed me the phone was shipped but I haven't received it yet. I received three emails stating the phone shipment is delayed and will arrive in 10-14 business days. As someone who is severely visually impaired, it is crucial for me to have a phone, especially during a global pandemic and the upcoming holidays. This situation has left me without communication. I can confirm the phone was sent to [redacted] South Dixie Highway #37, Lake Worth, Florida [redacted]. I refuse to endure daily hold times any longer. If this issue is not resolved promptly, my lawyer will be involved. This treatment of a disabled individual is unacceptable. Signed electronically, L.W.

I lost my Assurance Wireless phone in Duluth, MN yesterday. I have suspended my service since then. I live in a small rural town with no phone access. I biked to the library to use the computer. I have no way to call to report my lost phone. I really need a phone for emergencies as a senior on SSDI. I have limited funds and hope to get a replacement, preferably a free one. Thank you for any assistance. I'll check my email for your response. - Wendy Coffin

I purchased a phone from a store in Oklahoma City, but I have relocated to Roy, Washington. The phone doesn't work well in my remote area as it struggles to connect to the cell tower. I am looking for a dealer in Tacoma, Washington, where I can trade in my phone. I am unsure if I will receive a new number for this area or keep my Oklahoma City number. Additionally, I can't recall my account sign-in details. Could you please assist me with this? The number associated with my account is [redacted], and my name on the account is R. Sinclair. My previous address in Oklahoma City was [redacted] SE 16th St, Del City, OK [redacted].

I got a new Wiko 3 to replace my Alcatel phone. I managed to switch the service over, but I am having trouble resetting my voicemail password. Despite receiving messages that the reset was successful on the website and via text, I keep getting an error saying I have the wrong PIN. I have tried to reset it multiple times without success. Can anyone help me figure out what I might be doing incorrectly?

My UMX phone, [redacted], has stopped working. It was fine one day, but the next day, it only displays the "Ultimate Mobile Experience" screen and won't progress further. Despite trying to troubleshoot by removing the battery and turning it on and off, it remains stuck on the opening screen despite being fully charged. Unfortunately, I can only access my email through this phone, so I'm unable to open it currently. I will try to access it through Facebook or another means. The email I provided belongs to my friend, so feel free to contact me through that.