I had a prepaid phone thru Tracfone going into Hurricane Micheal. It was "powered by T...

GetHuman-hungryh's customer service issue with Tracfone from November 2018

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The issue in GetHuman-hungryh's own words
I had a prepaid phone thru Tracfone going into Hurricane Micheal. It was "powered by T-mobile". The T-Mobile towers were damaged by high winds, and signal strength on my Samsung smart-phone degraded to the point of no-longer receiving in-coming calls. After * weeks, I tried to move my service to a Tracfone "powered by AT&T" since their network seemed to be working properly. The Tracfone website told me to wait ** hours for the porting process to go thru, and that the T-Mobile service would remain up until the porting was completed. Unfortunately I used a new AT&T Tracfone from my Hurricane Kit, and the sim seems to have expired. Tracfone took down the T-Mobile phone after ** hours, and never activated the AT&T Tracfone. I find no mention of expiring sims in Tracfone documents. I do not know why you cut the T-Mobile service without completing the AT&T activation. This seems to represent breach of contract and failure to provide essential services during the period of a natural disaster. It has been a month since Tracfone cut my communications with the outside world, and internet access requires a * hour bus ride. After * weeks of no Tracfone, I was able to finally buy a new crappy Tracfone in a city *** miles from the storm, and was able to activate that AT&T device with no problems. The issue is *) failing to notifiy customers during activation that a perviously unused sim & phone may cause a complete loss of service, and *) creating a loss of service by terminating one line of service without activating another. Others on the forum, now suggest that I could have merely unlocked my device and kept that device (more than one year on the tracfone network) using merely a new AT&T sim. I would like to unlike the Samsung device, and eventually relink my "powered by T-Mobile balance - active thru next January" with the new service established with a "piece of ****, only thing I could buy after the storm" AT&T device.
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Customer service issue
Reported by GetHuman-hungryh
Nov 27th, 2018 - 9 mons ago
I have an issue with Tracfone too
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GetHuman-hungryh started working on this issue
Nov 27th, 2018 7:46pm