Assurance Wireless Customer Service Issues

I keep having issues staying signed in to the Assurance Wireless mobile network on my phone. There is a persistent notification that prompts me to sign in, and although I follow the steps to do so, the problem keeps reoccurring. Initially, following the process to sign in resolves the issue temporarily, but after about an hour, the notification reappears, and I am prompted to sign in again. As a result, I keep getting disconnected from the mobile network, impacting my ability to use data-dependent apps like the internet, Facebook, and email. Despite seemingly signing in successfully each time, the problem persists. I'm unsure how to address this issue and would appreciate any guidance on how to stay connected to the Assurance Wireless network without interruptions.

Hello, my name is Latonya M. Finley. I have been experiencing issues with my phone. I reported the problem on January 3, [redacted], and was promised a replacement within 24-48 hours, which I never received. Missing important messages and calls, I found my phone locked, with an invalid PIN. Despite attempts to unlock it, I am unable to access it. This service has been disappointing since the transition to T-Mobile. I am willing to pay for repairs if necessary but need a resolution soon. Kindly inform me if I will receive a replacement phone or support with unlocking my current one. Thank you for your attention.

Hello, I am reaching out about a recent incident where my wireless phone was stolen. A few weeks ago, after contacting customer service, they were unable to locate my account in the system. I was directed to visit a Metro store, but they referred me to T-Mobile. Subsequently, T-Mobile directed me back to Metro. I am kindly requesting a replacement phone be sent to me promptly. I had only been using the phone service for approximately 2 to 3 months when it was stolen, and it has been around 2 weeks since I reported the incident to customer service. My phone number is [redacted]. Thank you for your prompt attention to this matter. Your prompt assistance would be greatly appreciated. Sincerely, Stephanie Sparkman.

I received a Samsung phone from Assurance Wireless. They mentioned they merged with T-Mobile and Sprint. However, when I went to activate the phone, I was told Assurance Wireless was not connected to the job. They have shut off my old phone with an unlimited talk, text, and data plan I had for two years. They won't activate the new phone and have cut off my service. I'm reaching out for a contact number for a supervisor to resolve this. Unfortunately, email isn't an option as my data is off. They suggested I go to a Samsung store for activation. I reside in Manhattan, New York, and my phone number is [redacted]. I'd appreciate any assistance you can provide, as I can't use text or internet data. Please help me reach someone in charge. Thanks in advance.

I was enrolled in the Lifeline program, but after damaging my phone and purchasing a new one, I couldn't activate it due to issues sending or receiving texts for certification and getting my PIN. I was advised that the switch to T-Mobile might be causing the problem and to try restarting the phone. However, after finally reaching a representative, I was informed that I am no longer enrolled in the Lifeline program and need to reapply. I found this frustrating, especially since I recently spent money on a new phone on November 15, [redacted]. Now, I am unable to use my phone or retain my number, [redacted]. I am struggling to get the customer service team to resolve this apparently straightforward issue. Assistance would be greatly appreciated.

Hello, I am reaching out for assistance regarding my new Assurance Wireless plan and the phone provided. I am experiencing various issues with the device. Currently, I am contacting you from my old phone using Wi-Fi. The phone I received is a Wiko U316AT with the IMEI [redacted][redacted] and Android version 11. The problems I am facing include severe lagging, difficulties during calls where accidental touch on the screen interferes, incorrect number inputs, and unexpected shutdowns. I would greatly appreciate it if Assurance Wireless could send me a functional Android device for uninterrupted service. I am willing to return the faulty phone following guidance on the process. Additionally, I mistakenly reported my phone as lost or stolen, resulting in the deactivation of my service. I need assistance in reactivating it. Thank you for your time and support.

My phone was reported stolen by a family member who is being immature and seeking attention at work. The phone was originally purchased on his account and later transferred to my account. It has been active in my name for several months and is designated for Wendy Hinson's work. The situation involving Robert's actions is causing trouble for Wendy, myself, and our businesses. Robert's behavior is concerning, and we believe he may be involved in embezzlement. His actions are troubling, and we are seeking a resolution. Thank you, Chad Stukey. Please reactivate my phone at [redacted].

I own a Schok Volt VN55. After a 6-hour call, the phone stopped powering up or showing a charge indicator. I am using the USB-3 Type A to Type C cable and power adapter provided by the manufacturer due to the first phone having defects. I tried charging the phone for 20 minutes and holding down the Power and Volume buttons simultaneously. Unfortunately, I cannot use another device to make calls on my secondary VoIP number. Could you please advise on how to obtain a different smartphone? I find that Android devices tend to slow down significantly over time, while iPhones from the 7 series and above handle software updates differently, ensuring apps and data are preserved during the process. How can I exchange my phone for a more reliable one?

I am having issues activating my new phone on Assurance Wireless. I bought a Motorola One 5G Ace from Amazon to replace my difficult-to-use UMX 693CL. However, when I tried to update the IMEI on my Assurance account, I received an error message stating the phone was incompatible. The message said, "We're Sorry. This isn't a Assurance Wireless phone. You can't use this Here." I am seeking guidance on how to resolve this matter promptly, as I want to ensure the new phone functions properly within the return period. I prefer to keep the One 5G Ace due to its improved features over the UMX. Should I acquire a new SIM card, or is there another solution to make this phone work on the Assurance network? Regrettably, I couldn't purchase a phone through Assurance due to store closure and financial constraints. The Amazon purchase was made possible by holiday gift cards. Although I tried reaching Customer Service for advice on selecting a phone, I was unsuccessful in speaking with a representative.

I had a free assurance phone that I couldn't get to work for over a month. I had to rely on our house phone for doctor's appointments and now that I have a new T-Mobile phone, I need help transferring my number. I filled out forms online but haven't been able to speak with anyone. My old phone no longer turns on, and I believe I was disqualified from lifeline phones while trying to fix it. If my original phone had worked, I wouldn't be facing this issue. How can I obtain a new number for my new phone? I am almost 69 and unable to purchase a new phone. Your assistance is greatly appreciated. Thank you. - Gayle M. Raymond.

I recently received an email from Spectrum informing me that I am no longer receiving the benefits. I contacted the Emergency Broadband Benefit (EBB) number and spoke with Ashley. She explained that since I received a phone from Assurance (a free service), the benefits were directed there, and I would need to arrange a benefit transfer to Spectrum. Unable to afford the $50 monthly cost, I sought assistance. Melissa informed me at Spectrum that they were not familiar with transfers, but after consulting a supervisor, she advised me to enroll in ACP. I require assistance for the remaining period (Jan./Feb.) of the EBB program I was disenrolled from due to the unwanted phone. I am concerned about disqualification from my current program and urgently need the EBB program benefits. I am unsure about the process to transfer the benefits back to Spectrum. When I inquired with Ashley from EBB, she directed me back to Spectrum. I am confused about whether I need to involve Assurance in the transfer. I seek guidance on how to proceed to resolve this issue promptly. Thank you for your help.

I have a Lifeline phone registered to M. Gevedon with the last four digits of BD: 11/05/[redacted] and SSN: [redacted]. The Assurance Phone number is [redacted], located at [redacted] Battlefield Memorial Hwy, Berea, KY [redacted]. The issue is that I have no service at home with the MetroPCS or T-Mobile SIM card, as it only works when I drive about 5 miles away. Due to health reasons, I can only communicate via chat, email, or text on my wife's phone at [redacted]. Despite numerous attempts to contact support, we get disconnected while on hold. I need assistance to obtain an AT&T or Verizon SIM card that works at my home location, where T-Mobile/MetroPCS do not have coverage. Please help me resolve this issue as soon as possible.

I am currently enrolled in the Lifeline plan with Assurance Wireless. Recently, they sent me a new Moto G Pure phone; however, they mistakenly included the wrong sim card - a micro instead of a nano size. When attempting to reach out for assistance through their customer support number, the automated system seems unhelpful. I am instructed to dial various options that do not cater to my issue accurately. Additionally, the website lacks an email option, leaving me with only a physical address which is inconvenient to access. I previously tried to contact them via email without success. Their emails about activating the new phone and deactivating the old one are unhelpful as they explicitly state not to reply to them. With this predicament, I am left with a soon-to-be unusable old phone, an incompatible new phone, and no way to communicate with Assurance to resolve this mix-up.

I was informed that my phone would be delivered within 7 to 10 days starting February 1. 10 days ago, I was told it was shipped, but now it's past the promised delivery date with no tracking number available. I am struggling to get any help from Assurance Wireless to resolve this situation. It feels like a cycle of false promises and no real assistance. Despite being told that help is on the way, no one seems able to provide a solution or connect me with a higher authority who can actually help. It's frustrating that no one at Assurance Wireless can offer any useful support or allow me to switch to another phone company for assistance.

Hello, I am Chey Alexander - Riley. My date of birth is March 21, [redacted]. My social security number is [redacted]. One of my addresses is [redacted] Beech Street, Hannibal, Missouri [redacted], and another one is [redacted] Booker Street in the same town. I sometimes used the address [redacted] Booker Street when I was experiencing homelessness, and I appreciate the help I received then. I have contacted your company multiple times in the last month and spoken to several employees regarding my situation. My cell phone, which had TruConnect service, was stolen a couple of months ago. I qualify for free service and am in need of phone minutes, texting, and data. The phone a friend bought for me is damaged and barely functional; I am requesting a replacement. I am unable to afford a new phone currently, but I am willing to pay for one within the next few months. I have been informed that I would receive a SIM card starter kit from you, but I have not yet received it. This delay has caused me to miss out on using my phone properly. Once I receive the SIM card kit, I am unsure about the next steps. I am hoping my TCL cell phone is compatible with your service. I apologize for not having the tracking numbers at the moment, but I would appreciate an update on the status of the SIM card shipment. I am eager to get my phone up and running soon. Thank you. Email is my preferred method of contact: [redacted] and [redacted].

I want to express my dissatisfaction with Assurance. Waiting over a month for my phone and receiving a defective one is unacceptable. This seems to be a recurring issue based on other reviews. When the phone didn't turn on, customer service tried to help but didn't follow through on sending a replacement. The repeated promises of a new phone were disappointing, especially when it took weeks to arrive. Now, I've been informed that the phone is on backorder, leaving me without a means of communication. Missing important appointments due to this situation is frustrating, especially since the program ends in March. Despite the polite customer service, I do not plan on remaining with Assurance once I can switch to a different provider.

My Assurance Wireless phone, with number [redacted], was stolen. I believe a woman named Heather Lujan took it from my home while I was out. I searched thoroughly, and she was the only one there. Please suspend the service and send me a replacement phone promptly. I am Sunny Jenkins residing at [redacted] Kelly Avenue, Crest Hill, IL [redacted]. You can reach me at [redacted] Thank you.

Yesterday, I contacted customer service to request a new phone as my current one has a broken screen, causing issues with making calls and texts. The representative explained that both my phone and account were deactivated, requiring me to reapply and reactivate them in order to order a new phone. I was assured the new phone would arrive in 7 days, and my account was reactivated for temporary use until then. Despite following the instructions, I am unable to make calls or send texts successfully. Restarting the phone and attempting a soft reboot did not resolve the issue. Any assistance would be appreciated. Thank you.

Hello, I'm Claude Reed, a loyal customer of Assurance Wireless since [redacted]. I've been experiencing serious customer service issues due to my Unimax umx [redacted] phone not working, unable to charge, and getting viruses, rendering it inoperable. I contacted Assurance on 2-24-[redacted], requesting a replacement. A new phone was ordered, but I couldn't track it, and it was on hold. After speaking with Kim, I was promised an upgrade to a Moto G Pure with priority status to expedite delivery. However, the order is still on hold despite speaking to Brince and then a Supervisor named Happy, who removed the priority status without acknowledging the promises made. I value being a loyal customer but the lack of documentation and follow-through on offers like those made by Kim make me reconsider my loyalty to Assurance Wireless.

I have had very friendly service every time I contact Assurence Wireless. However, I am concerned because I consistently speak with the same representative who seems overly chatty and mentions that I will speak to him every time I call. Despite his friendliness, it feels strange that he is the only one I interact with, especially when he shares personal details and mentions being busy. Additionally, my order placed a week ago is still pending and won't be processed for 28-30 business days. Although I have confirmed the phone number I dial is correct, his behavior raises suspicions of a possible scam. He claims to be located in the Philippines, which adds to my unease.