Posted on Straight Talk's Facebook page:**Hi Straight Talk. Please read this message ca...
GetHuman-jandryea's customer service issue with Straight Talk from August 2018
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The issue in GetHuman-jandryea's own words
Posted on Straight Talk's Facebook page:**Hi Straight Talk. Please read this message carefully. It is wordy but explains our problem and what we have tried to do to solve it.**Let me preface by saying that my family and I have used Straight Talk for just over two years in our home and have sincerely been pleased with the service. However, we have encountered a problem of late that is unfortunately souring our experience.**About five weeks ago my wife, who has a Moto Android phone, suddenly no longer could make or receive calls. Data throughput (via LTE) and text messaging worked fine, but calls could be neither be dialed out nor could she be called, despite having two or three bars of *G and *G service. I, on the other hand, have an iPhone * and could continue to use my phone normally.**Naturally, we thought that something had gone wrong with the phone, and I began troubleshooting the problem. I tried all suggestions I found on the Straight Talk and Moto web sites and through general Internet search. Finally, I had reached the last resort: completely reset my wife’s phone and lose all the information, apps, etc.**However, literally seconds before I began the reset sequence, my son, who also has an Android phone, and is on Straight Talk, discovered that he also could not make or receive calls. **So I troubleshot some more to no avail and finally decided after manually recording all my wife’s contacts, to do the total reset on her phone.**No joy. The phone still could not make or receive calls but continued to have no problems sending texts, browse the web, download podcasts, etc. with no problems. (Note that this is using Straight Talk data, not our home’s wifi.)**Remember that we have used our cell phones in our home for two years with no problems, and I could, and still can, use my iPhone * normally.**At any rate, I had an idea. My wife and son both have Androids. I have an iPhone. Mine works, theirs doesn’t. Maybe the difference in phone types mean something. I suddenly had a hunch that it may have something to do with the tower that services our location (Quitman, Texas). So my wife and I drive down to Mineola, a town about eight miles south, and she tries her phone. It works! Hmmm. We drive back home. It doesn’t work!**During the following days my wife spent many hours on the phone with Straight Talk support who repeatedly and frustratingly talked her through the same troubleshooting procedures ad nauseum, never reaching a satisfying conclusion.**As time passed my wife even contacted AT&T for assistance, but to no avail. They offered to sell her a phone card.**Finally, to drive home the fact that my wife’s and son’s phone problems weren’t some unfortunate coincidence, my mother visited and brought her brand-new Nokia phone, also on Straight Talk, and it could not make or receive calls.**Please, please please, I beg you to give this the attention it deserves! We need our phones! AT&T and Straight Talk are the only wireless services that work in our home.**Thank you for any help.
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