Q Link Wireless Customer Service Issues

Archive 1

The following are issues that customers reported to GetHuman about Q Link Wireless customer service, archive #1. It includes a selection of 20 issue(s) reported April 2, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I received a ZTE N817 cell phone that has not functioned properly since I received it. Despite numerous emails (12 in total) informing QLink about the issue, they have not responded. I am unable to activate the phone as it powers on only once. I request a new phone that works, as well as the case that was missing from my original shipment. I have already paid $25 for the phone. If QLink does not fulfill their obligation, I will have to switch to a different service provider. A technician from the senior, low-income program explained that without the phone powering up, he cannot troubleshoot it. Your prompt attention to this matter is greatly appreciated.
Reported by GetHuman563508 on lundi 2 avril 2018 20:06
I am reaching out because I have been experiencing issues with my Qlink phone being locked, seemingly by the company. I have tried to contact customer service without success. I strongly advise against purchasing a Qlink phone due to their lack of support. Even their free phones are causing more trouble than they're worth. The free government-provided phone I received was registered under someone else's name, and I keep receiving calls and texts for them. Despite my repeated attempts to address this over the past week, I have been unable to reach a resolution. Every time I call, I am directed to a recorded message asking for my personal information, and then I am told it's incorrect. It's frustrating not being able to speak to a real person, especially when my phone is critical for health reasons due to my heart and lung condition.
Reported by GetHuman-fatchiso on lundi 30 avril 2018 23:38
My elderly mother, who is 83 years old and disabled, struggles with her current government cell phone as it is hard for her to use due to small buttons and her impaired vision and hearing. She needs a touchscreen phone for safety reasons. We are requesting a new touchscreen phone that will be more user-friendly for her due to her disabilities and medical issues. It's essential for her to have a functional phone in case of emergencies. I believe that as a disabled individual who has been a taxpayer for many years, she should be entitled to a touchscreen cell phone from Q Link to better assist her. Please address this issue promptly as her safety is a top priority. Thank you for your urgent attention to this matter.
Reported by GetHuman646696 on mardi 1 mai 2018 17:57
After receiving my phone and activating it with Qlink on 10/10/17, I have been contacted by them to recertify to keep my phone and service. Qlink's website states my current contract lasts for one year, and I was informed that I am locked in for one year upon activation. It has been less than 7 months, and I am being asked to re-certify or face another year of commitment. Unfortunately, I have not been able to reach a live person at Qlink as they only offer a recorded message system. Despite sending 2 emails, I have received no response. I am unsure of what options are available to me in this situation.
Reported by GetHuman659277 on samedi 5 mai 2018 17:45
This customer service experience is incredibly frustrating. The phone number provided seems pointless if no one ever answers the calls. It appears that since it's a free service, the customer support is lacking. Reporting a stolen phone through email seems inefficient, especially when there are time restrictions to report it. The lack of response is concerning, as it can lead to delays in reporting the incident. The simple task of speaking to a representative to report a lost phone has become needlessly complicated due to the unresponsive customer service. It's essential to have a reliable system in place to assist customers promptly.
Reported by GetHuman-azarippl on mardi 15 mai 2018 01:49
I placed an order for a replacement phone on April 14th, and as of May 17th, I have not yet received it. Despite providing my new address with a check, the phone was delivered to my old address at Lawrenceville Post Office after weeks of waiting. I even called to update the address over the phone. This experience is unusual with your company, as I have never had service problems like this before. I have been attempting to reach the post office and UPS with the tracking number, but so far, without success. Please contact me via email at [redacted] to update me on the situation. I am really in need of my phone and would appreciate a prompt resolution. Thank you.
Reported by GetHuman693396 on jeudi 17 mai 2018 15:06
I am currently in the process of applying for a free QLink phone and have a few inquiries. Firstly, I'm wondering if my Safelink phone will remain functional while I wait for the new smartphone. Secondly, I would like to retain my current number - how can this be arranged seamlessly without any service interruptions? Additionally, does the new phone come with a built-in hotspot? I'm curious about the allotted [redacted] free minutes, as the Lifeline non-smartphone provides [redacted] minutes. Would there be an option to purchase extra minutes if needed? If I complete my application now, will there be any downtime with my current phone, and if so, when would it commence and how long would it last? I am actively seeking employment, so avoiding any disruption is crucial for me. Your prompt response would be greatly appreciated. Thank you.
Reported by GetHuman706038 on lundi 21 mai 2018 22:11
My niece, who is 6 years old, accidentally used up all my talk minutes while playing games on my phone. I have important doctor appointments scheduled next week and need my phone for communication. Can you please assist in adding talk minutes back to my phone as a one-time favor? I am undergoing surgery soon and it is crucial for my doctors and ride to reach me. I am concerned about missing important calls regarding my appointments at Galveston UTMB. Kindly consider this request as a gesture of goodwill given the situation. Thank you for your understanding. - S.B.
Reported by GetHuman-vmchance on samedi 9 juin 2018 14:52
I am experiencing difficulties with ZTE technical support. I have reached out to them twice recently. The first time, around 10 days ago, they guided me through a factory reset, which initially resolved the issue. However, the problems resurfaced shortly after. On my next call, I was provided with an order number to return the phone for repair or replacement. This situation is inconvenient for me as I rely on my phone for my medical needs. I have since heard various security concerns surrounding ZTE, including their exclusion from sales on military bases and issues with the Department of Commerce. I am contemplating using my renters rebate to purchase a new phone to maintain my QLINK minutes but feel overwhelmed as I am not very tech-savvy. Any guidance on this matter would be greatly appreciated.
Reported by GetHuman-lurkers on mercredi 13 juin 2018 18:37
I need to change my mailing address to order a replacement phone as mine is lost. I want the new mailing address to be [redacted] Rutledge Drive, Catawba, SC [redacted], which is my parents' address. My current address has mail issues with items being opened and not delivered correctly. I need to update my address quickly to place an order for a replacement phone. I have tried contacting customer service via email and phone multiple times without success. Thank you.
Reported by GetHuman-erincant on mercredi 13 juin 2018 18:58
I have been in the process of obtaining an account with Q Links Wireless for over a year now. Despite submitting the required documents (copies of my WI driver's license and Social Security yearly Benefit Award Letter) and having them approved, I have yet to receive the phone and free minutes promised. I have reached out via email multiple times, only to be told to check my account status, which I do regularly. This delay is concerning as I rely on having a phone due to my medical condition. I am unable to switch to Safe Links as it indicates that I already have a phone with Q Links. Your assistance in resolving this issue promptly would be greatly appreciated. Thank you for your help. - Connie L.
Reported by GetHuman789426 on samedi 16 juin 2018 00:16
I signed up for Q Link four to five years ago. I reapplied three years ago after not using it for over a year, but the phone service was still on even though I didn't use it. My phone was stolen back then. I reapplied a third time but still didn't get a phone, yet the service is active, so I can't get a new phone. As a disabled veteran, I've been without a phone for over three years even though my service is active. I couldn't pay the $25 over three years ago. I can't switch to another service because I'm trapped with Q Link even though I haven't used it for over three years. You can reach me at my wife's phone, [redacted]. I tried contacting live people at Q Link and couldn't get through to explain. Thank you for having no phone and no phone service for three years even though it's still on. I will report this to the government as charging for a service not provided is illegal. I have run out of patience trying to resolve this issue. L.H. Sr.
Reported by GetHuman-ljrhtaz on samedi 23 juin 2018 13:34
I have contacted the customer service number twice for the same issue. My ZTE phone continuously loses service and cannot send or receive calls or texts. Despite having the problem fixed twice since January [redacted], it keeps occurring. I am aware there is a $25 charge for a replacement, but I cannot afford it and do not believe I should have to pay. I would greatly appreciate it if a replacement phone and service could be sent to me that is not the ZTE N817.
Reported by GetHuman-wreckit on mardi 26 juin 2018 17:45
I would like to change my Q Link phone number back to my previous one. I reached out to the Q Link number [redacted] but the automated message insists I am using a Q Link phone, which I am not. It also mentions my old ZTE phone is not compatible with Q Link. Although I understand I might not be able to use my previous phone, I still would like my original number. I am frustrated with the confusion. Moreover, my Q Link phone constantly displays numerous advertisements, which is bothersome. Thank you.
Reported by GetHuman-lollymor on mercredi 27 juin 2018 02:37
I am experiencing issues with my Qlink phone as every time I try to call, I only get a busy signal. When I contact customer service for support, I am unable to reach a representative as it repeatedly indicates I am calling from my Qlink phone. This restriction is making it impossible for me to get assistance. The phone's quality is poor as calls are cut off frequently, making it challenging to communicate. This situation is frustrating as I rely on this phone to stay in touch with my daughter. It seems there are system bugs that need fixing, as this level of service is unacceptable. Providing outdated technology to users is disappointing when there are more advanced options available. The lack of accessibility and quality is disheartening, especially considering the support is funded by taxpayers.
Reported by GetHuman824789 on mercredi 27 juin 2018 03:34
On June 26, [redacted], I had a conversation with Skyler regarding obtaining a SIM card for bringing my own phone. He informed me that the process needed to be completed on the computer, so I followed his instructions. Skyler assured me that my service on my current Qlink phone would not be interrupted until the SIM card was ready for my Motorola Nexus 6. The next day, on June 27, I started receiving a message stating "account could not be validated." I kindly request not to reach out via email and prefer an immediate chat support due to being disabled and relying on my phone for essential communication.
Reported by GetHuman829449 on jeudi 28 juin 2018 15:22
I have already provided my information multiple times: Phone Number: [redacted], DOB: 04-29-[redacted], Last 4 of SS#: [redacted]. I have tried to reach a live representative. My phone needs to be reactivated urgently. Skylar assured me on 6/26 that my phone wouldn't be disconnected until I received my BYOP sim card. However, on 6/27, I received a message saying "account cannot be validated," indicating disconnection, despite having remaining minutes. I am disabled with multiple health issues, including Parkinson's, live alone with no alternative phone. The phone is crucial to me, being my only means of communication. I am immensely thankful for my free phone. Please, I desperately need assistance with this matter.
Reported by GetHuman829449 on jeudi 28 juin 2018 19:34
I have been attempting to reach a representative at Q Link Wireless without success. Despite canceling my service a couple of months ago and receiving confirmation that my request was processed, my phone and number remain active. I have even tried emailing without any response. If this issue is not resolved promptly, I will escalate my complaint to the Better Business Bureau and take further action to seek answers.
Reported by GetHuman830862 on jeudi 28 juin 2018 21:29
Update: July 1, [redacted]. Last night, I had an emergency and had to call [redacted] on my cell phone. It took me about 20 minutes to try to open the phone dialer, and no matter what I did, I couldn't get it to work. I rebooted the phone multiple times, but it's so slow, it feels like dial-up internet from way back. The situation got worse, and I ended up being physically hurt. I will be taking pictures of my injuries as evidence. The service I have is supposed to be a "Lifeline," but it's more like a "MissingLink." I'm a new customer, but with such poor customer support, we might not have a long relationship. The 3G cell phone I was given doesn't work with my security camera app, constantly crashes, and won't let me make calls or send messages. Considering my heart condition, I need a phone that works with my security app and provides reliable messaging and calling features.
Reported by GetHuman833203 on vendredi 29 juin 2018 16:25
Yesterday evening, I received notice from the State of Texas informing me that I no longer qualify for my QLink phone service. I recently acquired the phone and service plan on April 9th, [redacted]. I am currently unemployed, and I receive assistance from the State of Texas in the form of food stamps. Additionally, the State Attorney General's Office covers my rent for another month through the Crime Victims Compensation Fund due to my history as a domestic abuse survivor. I am perplexed as to why my phone service was suddenly discontinued.
Reported by GetHuman-gwaldron on samedi 30 juin 2018 16:43

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