Q Link Wireless Customer Service Issues

I am a Q Link customer through Lifeline, using a ZTE Android Hot Pepper Poblano phone. Q Link informed me by email that they would send me a new 5G SIM card for unlimited talk, text, and data. However, after inserting the new SIM card, my phone now displays errors like "invalid SIM" and "SIM error," preventing me from making or receiving calls. I tried contacting tech support but was left frustrated by long hold times and repetitive requests for information. The situation has forced me to use an old TracFone with purchased airtime due to the lack of functionality on my Q Link phone. As a 72-year-old lady on a fixed income, I depend on my phone for safety and communication. The ordeal has led to both financial strain and emotional distress. I seek a resolution to my phone issues without the prolonged wait times and hope for a prompt solution. Thank you, Deena K.

In January, I decided to upgrade my Q Link Wireless phone to capture better photos of my kids. However, the entire process turned into a nightmare. When they sent me a new phone, they had to deactivate mine, but the new one wouldn't work with my SIM card. After multiple calls and hours on hold, I found out they had sent me a phone incompatible with my location. It took several emails to get a shipping label to return the phone. I couldn't reactivate my old phone until they received the returned one. Then, they claimed my phone was damaged and needed a replacement, which arrived on March 6th but still wouldn't activate. They said I required a different SIM card, which also didn't resolve the issue. Finally, they stated they don't provide service in my area, despite me having used their service there for over a year.

I am a part of the Q Link Wireless Bring Your Own Phone plan, and I transferred my number from TracFone Wireless. Despite speaking with a TracFone representative to release my phone's IMEI, my Q Link SIM card is still not recognized by the network. Both TracFone and Q Link representatives have been unable to resolve the issue after multiple attempts. I have been without the ability to make phone calls or send text messages for almost 72 hours. I am hoping for a speedy resolution to this matter. Thank you. (Original post has been edited for clarity and conciseness.)

I have been a Qlink customer for years, and the service has been excellent. Recently, I received the new 5G SIM card to enhance my service. However, after following the instructions and installing the new card, I am unable to make or receive calls or texts. This is crucial for me, and I would like my old SIM card to work again as I have no service now. I contacted customer service and experienced a long wait time on hold. I hope this issue can be resolved with tech support without much downtime. I appreciate any assistance you can provide. Thank you. - Jeana B. (Please reach me via email as my cell number is not functional).

I have been a Qlink customer for years, and the service has been fantastic. Recently, I received the new 5G SIM card to enhance the service quality. However, after following the instructions and inserting the new SIM card, I'm unable to make or receive calls or texts. This is crucial for me, and I wish to go back to using the old SIM card, as I have no service currently. I reached out to customer service, but after a long wait and being transferred to tech support, I faced another long hold time. I hope the issue can be quickly resolved with tech support without prolonged service disruption. Thank you for your assistance. - Jeana

I have been attempting to contact QLink for assistance without success. After a lengthy hold, I was then transferred to technical support, where I was informed of a wait time exceeding 2 hours. Unfortunately, I cannot dedicate that much time to wait on hold. My concern is that I ordered a compatible sim card nearly a month ago, but it did not work in my phone. Despite trying it in a new unlocked CDMA and GSM phone, I faced the same issue of no activation or signal. The network reset did not resolve the problem. While I appreciate the free service, it is frustrating if it cannot be utilized. I may consider canceling my account and seeking a provider with better service.

I purchased a ZTEZ3001S with enrollment order number [redacted] in December [redacted]. The phone is functioning, but when I attempt to make calls, I am prompted to purchase a prepaid pin for 30 days. My phone service is supposed to be free as I am an elderly individual relying solely on Social Security. I have not received any notifications despite having provided my email. Unfortunately, the phone does not allow me to call customer service for assistance. It appears that there is no service available for Q-Link, which is a free service catering to low-income individuals. I am puzzled as to why my service has been discontinued without notice.

I recently received a call from Q Wireless asking for my Social Security number and address to confirm my account, even though I don't have an account with them. I spoke to two individuals who confirmed they had my number on file since [redacted], but the number they referenced was created in [redacted]. The representative assured me she would remove my number from their database. I am concerned with being asked for my SS number over the phone in this situation.

I recently received a new SIM card from QLink for their 5G upgrade, but I encountered issues installing it. The instructions provided were not clear and seemed generic, leading to repeated "invalid SIM card" errors on my Z3351S phone. Despite trying different troubleshooting steps like System Update and contacting QLink customer support, which is outsourced and difficult to understand due to language barriers, I have yet to resolve the issue. If anyone has advice or similar experiences, please share.

I believe that hackers have breached Sprint's firewall and accessed my account. It seems they have control over my phone via Google Play services linked to Q Link, which I set up a year ago. The breach has been ongoing, but both my account and the carrier seem unaware. I feel violated and insist that Q Link takes immediate action. I've been a loyal customer for approximately eight years and never encountered issues until this incident a year and a half ago on Black Friday. I urge Q Link to cooperate in catching the hacker by providing call logs, revising timelines, and sharing any relevant information with the authorities. I request a new SIM card, change of phone number, and heightened security measures. The hacker has tampered with important documents, frozen accounts, and stolen funds. I implore Q Link to contact me promptly with a fluent English-speaking representative who possesses advanced technical knowledge of their systems. Thank you for your understanding of my distress.

I had a chat twice with what seems to be an automated system. I shared my details but got the same non-answer both times. It didn't seem like a real person. I hope this time my info goes through: Name: Roberta Turner Tablet Delivery Address: [redacted] Main Street, Hulmeville, PA [redacted] (same as when I enrolled) Email: [redacted] Please confirm receiving this information via postal mail or email. Thank you.

I am seeking assistance to switch my phone number from QLink Wireless to another provider due to ongoing issues with my service. I have experienced numerous problems such as missed calls, dropped calls, and issues with text messaging. As a result, I wish to end my relationship with QLink Wireless as soon as possible and transfer my phone number to a different company. I have tried contacting customer service, but the long wait times and lack of response have been frustrating. I hope to receive guidance on the necessary steps to complete this process promptly. Thank you for your attention to this matter. Sincerely, V. L. [redacted]

Hello, I am writing regarding my experience with Qlink. I have been a Qlink customer for a few years now. I was promised a new phone and tablet, with a delivery timeframe of 7-10 days. Unfortunately, I have not received either device yet. Moreover, my current phone has been deactivated, leaving me without a means of communication. This has caused me great concern as having a working phone is essential. I believe a more efficient solution would have been to provide the new devices first and then assist customers with setting them up, rather than leaving us without a working phone. My Qlink phone number is [redacted]. I kindly ask for your assistance in resolving this matter promptly. Thank you for your help. - Carol Tuttle

I have been trying since early last week to resolve the issue with a new SIM card. Q Link is transitioning to 5G and mailing existing members SIM cards to install themselves. However, the directions provided are unclear. Despite several attempts, I have been unsuccessful in activating the new SIM card. Contacting customer service has been challenging, with long wait times and unfruitful tech support calls. I am frustrated by the lack of support and communication from Q Link. In my opinion, a better approach would have been to consider the variations in phone models when rolling out the 5G upgrade. One possible solution could be for Q Link to provide alternative phones to those experiencing difficulties with the SIM card upgrade process.

I am requesting assistance with obtaining a new SIM card for my phone. Despite following the instructions on the website to contact customer service, I have been unable to reach anyone for support. My new phone recently arrived without a new SIM card, and given the network upgrade, I believe a new one is necessary for my phone to work properly. I have attempted various troubleshooting steps provided on the website since Monday, to no avail. I have been diligent in my efforts to contact customer service through calls and messages, hoping for a resolution, but have not received any response. I am experiencing considerable inconvenience as my phone remains non-functional for over a week now. As my phone is essential for work purposes, I urgently require a solution. If I do not receive assistance promptly, I may need to request a refund in order to purchase a functional phone.

I received an unexpected SIM card at my address, but I haven't used it. My current phone is damaged, so I decided to order a new one. Early last week, a message asking for credit card details for purchasing minutes appeared when I tried to make calls. Q-link possibly sent the new SIM, but it shows "No SIM found" when inserted, and my old one only allows emergency calls with a Sprint prompt. I purchased a new phone, which turned out to be the same as my current one, and it did not include a SIM card. When I put the new SIM into this phone, it cannot be detected, and the old SIM continues to show only emergency calls with the Sprint message, despite never having a Sprint account before. My phone has been unusable for almost a week, and I am frustrated trying to resolve this issue.

I have been using a free government phone with unlimited texts, minutes, and data for nearly three years. Everything changed on April 3, [redacted], when I was asked to pay $15 for just [redacted] minutes to make an outside call. After facing difficulties reaching Qlink, spending 45 minutes on hold only to be disconnected, I paid $5 for unlimited minutes on April 5 at 9:30 am. However, by 1:30 pm, I received a recording stating that I have insufficient funds. This situation is unacceptable, especially in case of an emergency. I am disappointed with Qlink's service and still waiting for a promised call back within 24-48 hours.

I am struggling to activate my Motorola phone with the qlink service. Despite following the email instructions, multiple calls, and visiting the qlink website, my phone is not working. I need help urgently as I rely on my qlink phone number to access important accounts.

I am having trouble sending and receiving texts. I am receiving an error message that says, "Free Msg: Unable to send message - message blocking is active." This issue started on 4/1/[redacted] without any changes on my end. When people try to text me, they also receive the same error message. I have not made any changes to my phone settings or installed any new apps. I have attempted to contact Q Link multiple times but have been unable to verify my account due to incorrect information provided by the automated system. I was informed that a new phone was ordered and shipped with a tracking number, which I did not authorize. Additionally, the phone number associated with my account has a different prefix and is located in a different area than mine. I just need to resolve this issue as I rely on texts for important appointments.

I received my Q Link Wireless SIM card for my new Moto E phone, but when I inserted it, the phone showed "SIM card network locked." I believe I need to activate my phone on Q Link's network. The option to enter APN information is greyed out, making it impossible to complete the setup. Every time I call Q Link customer service, I'm faced with a lengthy hold time or promised a callback that never happens. I've been trying to resolve this for over a week now. I attempted to select the T-Mobile network, but it's showing as invalid for my CDMA Moto E from Track Phone. I also tried using the Track Phone SIM as recommended, but still, no service. I think the SIM needs to be synchronized with my phone's IMEI, but I'm unable to reach a live agent for assistance. The automated system keeps leading me back to a long hold time or a callback option that doesn't work.