Assurance Wireless
Reviews and Complaints

About 1 month ago I was going through my text messages on my cell, and I noticed a message I wasn't familiar with, so I checked it and it said that if I wanted to log in to my account that I needed the Pin number it showed me. So, I logged in and I noticed that my cell number was registered to someone else and the company I bought the phone from was also different. I've had this cell number for more than 2 years now and never had a problem until now. And also, I bought this phone from the company, so it is not a government phone. This phone number is used for my own personal use, to get in contact with my kids' pediatrician, and my kid's school. So, I'm wondering how this issue is going to be resolved? Or what steps do I have to take to get it resolved?

I am so so upset with the customer service there, they tell you one thing and do another they tell you everything is going to be okay, I only call to update my information and they ended up turning my phone off I just don't understand that, now it seem like I'm a lose my number that important people have. I had my number over a year now . I only called just update my information and how did they make a mistake and turn my phone off my phone is saying Services unavailable. I am so piss.

I ordered your updated phone and got it today. I followed the instructions to open the phone after I had my phone number transferred to this new phone. However, when I opened the phone I got a blank screen with just the date which was wrong and the time which was wrong and no way in the world to make the phone function. It was an empty screen with no icons to press for anything making the phone useless. I spent at least 3 hours on the phone a friend let me use with your so-called people who are supposed to know how to solve these problems, but they don't. I had to have my phone number transferred back to my old phone. I paid for a useless phone i'm stuck with. Your service department really sucks, and the people in it don't have a clue what they are doing.

I wasn't able to use any phone but theirs on their network. I was forced to use their very basic 4g lte phone, which couldn't support any apps, google internet, or their "Hotspot". I had to wait a week to receive their phone and then It took 4 days to set the phone up so I could get service. The original phone nunber they gave me had no service due to a national area code cell phone outage. Why would they issue a number like that to someone who desperately needs a phone. The in took 2 days to port my number over to their service. Despite having full bars all the time, I constantly received less the 50% of my text and calls. They offer unlimited data but they of run on 4g lte which is being phased out and internet coverage is spotty at best. Even the texting application on these phones runs off of data, that can't connect to the data server. Customer service was unable to help solve the problem with the only answer I ever received was "I can see here you have unlimited call, text and data, so there shouldn't be an issue. You'll have to call phone another phone so we can troubleshoot it". One of the Customer service representative tried to tell me 4g lte was better the 4g, which is not true at all. The only time I was able to access the internet was when I was connected to my own wifi, which caused me to never receive texts or calls. THIS IS A DANGEROUS SERVICE! for people like me who needed this service because they offered life line assistance. I missed so many calls and texts that my mother frantically drove 2 hours to my house thinking I was in seriously injured and unresponsive. The only way I was able to receive texts was by making Facebook messenger my primary text and call app, which them ment I didn't receive any calls. Do not use their services. You are better off using textnow then you are their service. I wasn't able to use any phone but theirs on their network. I was forced to use their very basic 4g lte phone, which couldn't support any apps, google internet, or their "Hotspot". Despite having full bars all the time, I constantly received less the 50% of my text and calls. Customer service was unable to help solve the problem. The worst of this was they offer unlimited data but they of run on 4g lte which is being phased out. The Customer service representative tried to tell me 4g lte was better the 4g, which is not true at all. The only time I was able to access the internet was when I was connected to my own wifi, which caused me to never receive texts or calls. THIS IS A DANGEROUS SERVICE! for people like me who needed this service because they offered life line assistance. I missed so many calls and texts that my mother frantically drove 2 hours to my house thinking I was in seriously injured and unresponsive. The only way I was able to receive texts was by making Facebook messenger my primary text and call app, which now means I didn't receive any calls. Do not use their services, it is scary unreliable.

On June 21, 2022, I ordered a new phone and paid $39.99+tax in the sum of $43.19. Later that evening I discovered the problem was the charging cord.

On June 22, 2022, I called and canceled the order and was given a confirming work order/ticket/case number and was advised of a refund.

Several days later I received a phone in the mail despite the cancellation. I called in and said that I would be returning the box unopened. I was advised a return label would be sent. Time passed and after a few weeks I had received no return label. I called yet again and was given yet another “ticket” number. I questioned the refund and was told that a message would be sent to the back office. Ten days later, or possibly longer, I finally received the label already attached to a mail pouch. I called in the tracking number and returned the phone.

The current phone that I had received in March has been damaged and needs to be replaced. I spoke with a very knowledgeable and patient agent. She researched the account thoroughly and answered all of my questions. She then advised me of the $39.99 replacement fee. Once she confirmed that the June payment had not been refunded, she quoted me another $39.99 fee.

This is where everything falls apart. When I questioned if the original $43.19 was going to be transferred for this transaction or was it going to be refunded, I was told that after 90 days the money is not refundable. MInd you that this entire debacle was transpiring during the said 90 days.

At this point I asked for the manager. The agent kept repeating that I would be told the same thing. Finally an arrogant, condescending supervisor named Max got on the line. After going a few rounds, I demanded to speak with his boss, the manager. He refused. I demanded the corporate address, as well as the corporate officers name and he said there was none and that Illinois was just a warehouse… then why is this the contact address?

My wife and I are in our 70’s and barely making ends meet, a fact that made us eligible for the service in the first place. We are barely keeping a roof over our heads and food on the table. We cannot spare even $40.

Robert Sgueglia

140 Kenwood Drive

New Britain, CT [protected]

[protected]@comcast.net

After viewing & reading others; Assurance Wireless is worthLess & Just should close PERMANENTLY! Much more ignorant foreign people who struggling to speak the language of THIS country. Their more ghetto & unprofessional. I wish Another company Replace their products & Service!

Assurance wireless login is broken, can't get to website.

Phone does not have enough space to add apps, and no way to remove all the GOOGLE BLOAT.

Phones come with un-removeable hacks (UMX). No virus program can remove, b/c it's built into system.

If you use Google, Chrome pops up with junk sited like g21. So if you try to use maps or other app, you have to wait for Chrome to find the page & then use the phone. Bad for emergency when you need it.

Tried 3 different browsers with same hacks. Junk sites pop up. Ad blocker apps cannot be installed on this phone.

Recently, the phone began blocking outgoing texts despite unlimited text allowance.

Storage space runs out FAST! & phone turns to a brick.

I have unlimited data, calls and text with my free plan! Plus 2 gigs of hotspot I've hardly even used! Why can't I get the internet? I've called 3 damn times and they say your on a oaud plan and I say is that why I got this free phone 3 weeks ago and they look it up and apologize! And say it won't happen again? Do idiot's work there? They even almost make it impossible to file a complaint

I am not a "power user" or abuse my phone. I have had three phones, two UMX and one Schok Volt SV55's turn into bricks. Totally inoperative at all.

I told them PLEASE send another Wiko, they then send me another Schok Volt SV55. The power button on it stops working. I was bypassing the problem by plugging in the charger, waking up the screen to put in PIN or password, or calling it to wake it up.

Sadly the other night when I plugged it in at 20% power I must of accidentally unplugged the cord. The phone shut down.

I can plug in the charger, but without the "On" button I can not start the phone again. It is totally useless but I guess an upgrade from stopping and become an inoperative brick.

I was on the phone so long going through my email because I didn't have a phone or internet access for nine whole days, waiting on the piece of junk they sent. That dies on Day three of my activating it.

Unacceptable service, all around. Apparently when T-Mobile took over they decided they want to ditch Assurance and are just neglecting it to death. Why acquire it then?

Good luck trying to cancel your Assurance Wireless account in order to transfer Lifeline benefits to another phone company. I never eben activated their phone service. I only applied and then cancelled the same day because I could not use my own phone with them. They assured me they would cancel my account and let me have safelink where I can use my own phone two months ago!@!@ 2 months ago! All this time, they have been using my Lifeline benefits and I have had to pay for service. They are awful. I even have a cancellation number they gave me for proof, but the agents keep saying to wait longer and longer because sooo many people are cancelling them and the wait is long. 2 months for a phone I never received or activated? Please help me and save me from assurance Wireless!

I jacob campo was employed self employed at nsl and access wireless did energy also door to door field and call center complaint about tablet phones baggage and id missing stoling also discrimination against me cause im christian and not homosexual harrassment against me then was tricked and struck by one employee tracey which is crime retaliation for a complaint made on company.Info I employees owner manager djibril niare [protected] and saling phones on street for cash for up to 50 dollars. Also ewmployee or managertraceyinfo on him instagram traylee feb 2021. Home 488 east 164street 3rd ave 7th floor apt 7e tracey homehis number [protected]. Also police report on tracey [protected]. Want these people investigated for harrassment and more arressted fired and penalized for abuse at work. Plus paid 25 dollars for phone never recieved it from assurance wireless employeesmarian kathleen jennifer peter jefferson that all promised me refund and cancelation that I never recieved.Confirmation numbers giving by emplopyees [protected] and [protected] also [protected]. Employees unperfessional wrong mean rude disrespectfull and need to be fired for lieing stealing and wasting my time when I have school and exams to take and study for. Called back numerous of time with in a time frame with in two to three weeks. Almost a month and a half tryna either recieve phone or get refund. The company should be shut down with the blood of jesus christ.

I have a assurance wireless phone and I noticed after a while that the signal keep going in and out. After that started to happen calls are being dropped in middle of conversations and battery overheats. Now to make matters worse volume is lousy and camera don't rotate to use selfie camera. Please answer this question when assurance wireless was, is, or still upgrading the cell tower(s) why didn't they text everyone who has a phone from assurance about the situation? Also my last phone a Motorola from Metro which T-Mobile runs worked fine. Now how come assurance wireless phones have problems and T-Mobile is the parent company for them as well.

I have contacted Assurance Wireless over a month after certified from Lifeline program, Many times I have completed the verification progress on Assurance Wireless website and each and every time, there is "technical difficulties" or the application cannot be found in their system. I spoke to several supervisors, Sam, Gerald, Vin and recently as of today, November 11, 2022, Zoey. She indicated that there was no indication that I every applied with Assurance Wireless. Zoey, supervisor on today indicated that there was no indication of my applying, On November 3, 2022, a supervisor by the name of Vincent (Vin) for short walked me again through the process. Vin indicated that there maybe a problem on their end and he would call me with the verification. I have yet to speak with Vin again.

I had a phone with Assurance wireless the phone was not working sent a new phone with sim card

kept on line 5 hours hung u on supervisors all did the same thing hung up on

stated it was a technical issue connected to engineering than disconnected called again cannot make call states routed to TMobile sim card not active same issue with prior phone

This is now not acceptable hung up on over and over same thing done get ne wphones dame thing over and over

Called multiple times each time no help, long wait time, and consistently hung up on. Upon getting service asked for a nonsmart phone (did not want touch screen) for a mentally disabled person... They cannot choose initial phone. First phone consistently glitched, hung up while in a call, and would sporadically cut off. Again called and experienced long wait times but a new phone was sent. New phone sim card was not secure and constantly was causing the phone to restart and go in and out of service. The rep when called stated see how it acts for a week and call back... WHAT?. Well called back and a new sim card was sent. The phone worked and 1 week later the disabled individual inevitably dropped the nonshatterproof and nonprotected smart phone. On 11/01/22 the screen stopped working because it cracked — well no screen protectors fit and this is too cheap to actually consider shatter proof glass.. so geez what did we really think was going to happen. Called to get a new phone being use or lose the service is implemented. Have to pay for new phone... well not so free anymore. In the payment service fees on top of tax included for a free service. On 11/5/22 spoke with 5 reps. First said that we can buy the phone. Took info but the system was down. Rep told us to go online after we had already explained we were locked out which is why we called. The rep transferred us to Sprint to correct the lock out? Got transferred back to a rep who told us to dial *#729 from our phone. We explicitly explained we were not on the Assurance phone and that it was broken. The rep hung up. We again had to call back wait 15 minutes to get another rep on the phone of whom I explained my story and asked to speak with a supervisor. The supervisor came on and asked me what I needed. I asked if I needed to start at the beginning or if the other rep had explained what I was having issues with. The supervisor stated that I could cooperate or not? I was livid at this point and aked that this be further escalated being I had FULLY explained my issue (cannot log in online-need to purchase a phone) whereby he came back with me being irritated because their system is down. He transferred me and the supervisors supervisor refused to provide what the fees were outside of cost and tax; told me to talk to my government about that part. I again asked for a flip phone or non-touch screen being I am paying for the phone. NOPE. Again was told they cannot assist with this. WOW, I am purchasing the phone why can I not choose what phone I get? The supervisors supervisor had me top up the account being I was locked out (oh and updated me to them not being able to unlock the account and Imust wait 24 hours to get it to unlock). The supervisors supervisor I spoke with processed the payment. NO receipt emailed, no tracking, no nothing. Called back after 5 days (phone was expected 3-5 days) rep says the phone was never purchased! Then comes back with a tracking number. Hung up on me twice and ultimately hung up once she provided there was a tracking number but before giving the number. Called back and was hung up on — called back and was transferred to the survey? at the end of the survey I chose to speak with someone... Guess it, I heard the phone be answered (empty space) I said hello and was again hung up on? COMPLETELY INCOMPETENT and not in any way culturally aware which is sad especially being they are interacting with a very sensitive and marginalized population through providing a so-called resource of phone service but not actually considering that this population may not be able to use the touch screen, may need protective gear for the phone, or may not have the funds to pay for a new phone — which may not be an issue if they offered the non-touch as an option to those with significant mental disabilities.

I spoke with Assurance Wireless customer support in late Oct/early Nov., after my third UMX replacement phone in a row (received in June; didn't follow up sooner because I was discouraged and unhappy with your outsourced service) turned out to be defective. All three had the same problems: (1) The headphone jack didn't work: The mic & sound kept cutting out, and I need to use the phone hands-free often. (2) The built-in speaker and mic kept cutting out when the screen went dark on hands-on calls.

I first spoke with an Assurance rep at the store where I signed up with Assurance in 2017(!), and she told me I qualified for a free upgrade and showed me a pretty good phone (the REVVL4+) she was giving new customers. She also showed me where the phones were listed on the Assurance website.

I then called the support phone number and got your Philippines outsourced help again, who insisted that it was impossible to upgrade (paid or not) and that it was too late to get a free replacement for my most recent phone. She said they could send me a replacement phone from your warehouse for $39.99. I then spoke with her supervisor, who said the same thing. I told him I did not WANT a FOURTH UMX phone and would not ACCEPT one, because I had received three defective ones in a row. He said not to worry, that the new replacement phones were not UMX phones. I reluctantly paid them $39.99 and placed the order on late October or early November.

On 11/3 I received an email which stated as follows:

Order Number: aw-toma-9557769

Product Details: ASW Unimax 696 16GB

Quantity: 1

SKU: UNIU696CLJB

Promotion Code:

Product Details: ASSURANCE LOST STOLEN WARRANTY INSERT AWLSWINS

Quantity: 1

SKU: AWLSWINS

Promotion Code:

You should note that: (1) They falsified the reason for my wanting a replacement phone, as my current faulty phone has neither been lost nor stolen. (2) They were sending me another Unimax phone, when I expressly said I did not want and would not accept a UMX phone. The email gave no way to contact the company.

The Assurance Wireless website does not give any way to contact Assurance except through the support line. Yesterday, 11/8/22, the package arrived and was, indeed, a fourth UMX phone despite my insisting I did not want and would not accept one.

I considered speaking with the Assurance rep at the store, but she texted her boss in a previous conversation and he said he had nothing to do with replacement phones and couldn't help me. I also considered calling the support line, but that had already proved useless and I knew I would probably lose my temper at this point. So, since the customer website is deliberately unhelpful in this regard, I did an internet search for the Assurance corporate office and turned up this site. I gather Assurance gets a LOT of complaints.

I have been with Assurance Wireless since it was Virgin Mobile. I am a low-income disabled lady who won't get 'better'. I'm always going to be disabled and need a decent phone that I can use that accommodates my being 'broken'.

I have NEVER had this kind of trouble with Assurance before ..EVER. it has to be a weird glitch or someone not doing their job correctly or not having done something...etc.

Assurance offered a Moto P... Which is the same thing as a Moto G. I asked about compatibility during a 'Prime Day Sale' ...was told the phones were the same thing and compatible with Assurance.

UNTIL I actually tried to switch phones... and all of a sudden T-Mobile owns it and doesn't have their poop grouped.

This is a T-Mobile branded phone...I thought being a T-Mobile phone would make the 'switch' easier... because it always has in the past.

But will T-Mobile owning Assurance Wireless make the switch easier? NO.

THEY WILL NOT ACCEPT MY T-MOBILE-BRANDED MOTO PHONE.

WHY?

No one has an answer.

They want me to accept a phone that Assurance probably has piles of and is like two or three phones ago from Assurance Wireless. Had one sent to me from Assurance Wireless and used it for years until they sent me a different one out of the blue.

But they won't accept a T-Mobile phone ... I asked before I bought it and was told they would. It's a clean phone. Never hooked up to anything.

Right now it's an expensive brick. It's a T-Mobile Phone. It should be accepted. It's clean. What more do they want? They won't even give me the Moto P they had on their phone offerings.

They want me to take an old used Unimax.

Do they have tracking devices on these phones? Are they taking our data and selling it and that is why they are being so shady?

I just want to use my new phone. It's big enough for my left hand that I don't have complete use of and it's big enough for my failing eyes to see. Assurance is supposed to be there for low-income disabled people... but it appears the new owners haven't grasped that fact yet.

All of a sudden, I am less than a human and stuck with an expensive T-Mobile 'brick' instead of a phone because... ? We are near the end of the year 2022... Why is this a problem?

We are in the year 2022... this shouldn't be a problem.

I just want to use my T-Mobile-branded Moto G with my Assurance Wireless account. I should have been able to get a SIM card. Was told No. I just need a SIM card. The Moto P and Moto G are the same phones. The website said in three different places that I could bring my phone and be sent a SIM card for it and then they send me a crap phone? All of a sudden, I am less than a human and stuck with an expensive T-Mobile 'brick' instead of a phone because... ?

I spoke with supervisor for a replacement phone and she wants me to mail the phone before getting an actual phone in the mail this is the second time they sent me a reconditioned phone and they sent me an older model phone that did not meet my needs do I have two phones that don't work I asked her if she could send me a new phone and I will send back the two telephones in an envelope that was included in the new phone she said no that I will have to mail out the old phone first I told her that I need a phone for communication purposes I'm going to send out a phone and have a phone left over that's not working she refused to comply with my wishes she should have sent out the phone new phone first and then I would have sent out both phones my name is Raymond Serrano 11:18-1958 I live at 15 North Leonard Street Apartment 1 Waterbury Connecticut 06708 telephone number where I can be reached with this has caused me much stress and aggravation I'm on the phone with technical support for over 2-3 hours with no real solution of course all these calls are monitored phone number where I can be reached at [protected] thank you for your time have a nice day

Worse cell phone service to have. Definitely do not recommended to anyone. DO NOT GO WITH THEM they take your money and then they won’t refund you the money after they tell you to return the two broken cell phones that I got. I got a cell phone from them cause my old one was broken they told me I needed to pay for the new I did and they sent me one that didn’t even turn on call them up they sent me another one and the same thing it would NOT turn on. Call them up and spoke to rep and they told me I would get a refund back and now we are into three weeks and no refund. Call them and they tell me I’m not getting my money back, just like that. This service is a BIG SCAM.

I have had to replace this phone twice. Each time I paid $40 and requested a larger phone with louder volume because the volume level is ridiculously low and unacceptable. Your agents outside of stores have a much better product, but I am stuck with this piece of garbage, even after requesting a larger phone with decent volume. Phone agents say they put this info in with replacement order (twice.) I am thouroughly disgusted and considering switching lifeline carriers, which is extremely difficult to accomplish