StandUp Wireless Customer Service

When you call Q Link Wireless's customer service phone number, you're greeted by an automated message system. After being offered a Spanish language option, the following options are presented: press one to sign up for Q Link Wireless or if you're looking for information about Q Link's Lifeline program, including Bring Your Own Phone; press two if you've already started an application and want to check the status of your account but don't have a Q Link SIM card yet; press three if you're an existing customer; and press four for the main support line. Lastly, callers are instructed to press the star key to repeat these options if needed.

If you don't select one of these options, the recording will repeat for three cycles then automatically end the call. This is different from other systems I've encountered. Other systems will typically route callers to the most general option if one is not selected or connect them with a representative for further assistance. Q Link's number didn't do that, and additionally didn't have an immediate option to speak to a representative.

I appreciate the added accessibility of a Spanish option; however, some callers, particularly the elderly and/or less tech-savvy, are inevitably going to be limited by the lack of a representative option and by the call automatically ending after three cycles.

If you select the first option, you're presented with an additional automated message. Press one if this is your first time applying, press two if you've already started an application, press three if you're seeking information on how to bring your own phone to Q Link, and press zero to go back to the main menu. Same as the main menu message, it will automatically repeat for three cycles if no selection is made and then automatically end the call. This secondary message system doesn't have an option to repeat the message; it simply repeats for the three cycles then ends the call. This creates an additional accessibility barrier.

However, this happened the first time I pressed one. I ended the call and tried again, and was presented with a different automated message system aimed at walking me through the sign-up process. I've never experienced this before.

If you press two, you're again presented with a secondary message system. Press one to find your application with the telephone number you signed up with, press two to enter your enrollment ID, and press three if you have neither the phone number you signed up with nor your enrollment ID. Same as the main menu and option one, the message will repeat for three cycles then automatically end the call. There is also no option to repeat the message.

If you press three, you're once again given an option for Spanish, which is great. However, this is only because pressing the third option takes you to the same exact messaging system as the main menu. I assume this is a flaw in the system. Surprisingly, pressing four will have the same result. In other words, you're only able to select options one or two, then you have to navigate the system from there.

Despite exploring all the different options, I was never able to actually get through to a representative. In fact, the automated system at one point instructed me to go online to sign up, as it's more efficient. Again, this is quite a significant accessibility barrier for some individuals.