Assurance Wireless
Reviews and Complaints

This is the first email I sent to customer service on 12/15/2019

I've only had your service for 2 days and have already had to call to fix problems making phone calls, sending text messages and getting online. Was told the problems we're solved. Well that didn't happen. What good is having 3 gigs of data if you can't use it? Facebook, Instagram, Messenger, Google and Chrome? Forget about it. I was so excited to get assurance wireless and now I wish I would have stayed with my other carrier. Coverage map shows I should get excellent service. If an emergency arose I'd be out of luck. I dial a number and it doesn't connect, it just shuts down the dialing page. I try to send a text and it says waiting to connect to server. This is the worst phone I've ever had and I was around with the bag phone and the handheld phone with an antenna that was a foot long. I'm so disappointed in your service. I thought about skipping a bill and paying for an upgrade but if the service is this bad why would I pay for another phone just to feel like throwing it against a tree or running it over. God forbid if I need to call for help. It's shameful you advertise all this great stuff but then not actually uphold what you advertise. I'm grateful for the information you put in your letter to me on who to call with a complaint. (That is if I can get a phone call to actually comnect.) At least you did one thing right. This is just another example of taking advantage of someone already struggling to make ends meet. This service is just awful.

This is the second email I sent 12/16/2019

Account pin 113699

The email you responded to is obsolete. I have received the phone and the service is atrocious. I've sent another email yesterday about this. As of today I had to call customer service again to have my phone reset. I was told there is a black out for the next 72 hours. ( 12/26-12/19)I asked that my phone be reset anyway. When I let him know it was the second time I had to call he told me there was a black out starting on 12/13. I then asked him how long that black out lasted he told me 72 hours. When I talked to your representative yesterday, 12/15, nothing was said about a black out. When I mentioned that means there was 6 straight days of a blackout he wasn't sure what to say. I was advised to make a call, after reset, which went through, I told him if there was indeed a black out the call wouldn't have gone through. He asked that I make another call and that one also went through. He then called my phone and it also went through. Again I'm saying that if there was a black out I would not have received your email much less be able to reply to it. I hope that you will be able to resolve these issues, it could be I received a bad phone and it's not assurance Wireless's service. If you cannot make this right I guess the next step is calling the Georgia Public Service Commission's Public Affairs Unit.

This could be an issue of a bad phone. Trust me if I could afford a phone plane I wouldn't be in need of your service. I'm not gonna go into my tale of woes because there's no need in it and from what I can tell from your customer service I'm just another broke American and your customer service doesn't give a damn. It's a shame you can't get transferred to an American representative or get a United States phone number from your outsourced, overseas, rude, incompetent representatives.
Sincerely;.
Waiting on pins and needles for your reply
[protected]@yahoo.com

Im on my 3rd phone and its garbage just like the 1st 2. Contantly freezing up, constantly apps not responding message pops up, no voicemail notification, doesnt have service more than it does every time i want to make a call or send a text i have to restart the phone, rarely do incoming call come thru. When call customer service about the issue get told have to call back from another phone well most people who needs a government free phone dont have another phone to call from hence why they need a free phone. Assurance wireless used to use acatel phones they werent the top best phones but they worked with less issues and are cheap. With so many negative feedback why not go back to acatel. Umx phones all suck n are p.o.s. phones

My free Lifeline Assurance Wireless service does not work.
What kind of "Lifeline" is it if I can't make a call when I need to, or can't send a text without restarting the UMX phone multiple times and hope for a connection.
I do not receive incoming calls (I might get 1 out of 15), nor do they show up in history, or missed calls. I might get a notification of a voice mail minutes/hours later (time stamped when call never came through). When I go to make a call, it does nothing...I have to restart multiple times trying to catch a signal?!
I do not receive incoming texts, sometimes never, sometimes hours or days later. If I go to send a text 95% of the time it says "no SMS connection " or "waiting on connection" which can take minutes or hours. I, once again, have to restart the phone to get it to send a text.
I have spoken to Assurance Wireless multiple multiple times and have been told:
They're working on your tower, give it 3 days. (Been told this a bunch)
I'm gonna switch you to another tower. (Which a tech told me was impossible)
I'll have a supervisor call you. (Never happened).
AND THE LATEST...tower can't support all the cell phones so the signal drops in and out. It will take many months to be upgraded because these things take time. Sorry but nothing we can do. We'll write up a report.

This government paid service is supposed to be a LIFELINE. What do I do in an emergency when I cannot call out nor send a text? Definitely not any kind of "lifeline".
And all they say is "Sorry"

Help me get this fixed please!

Jeanne Guy
[protected]@gmail.com
[protected] cell (that barely works)
79th & Township Line roads (46268)

Assurance wireless lifeline service -
Problem is that phone often does not ring when people call in — sometimes rings; sometimes not. It is inconsistent within the same hour.

Warning - beware of using assurance wireless for california lifeline service, they have a worthless phone system in norcal.
(it doesn't matter if it is "free" to you, if you don't receive the call when someone calls you.)

Assurance service has not been working reliably for me since at least 08/20/18 (first documented contact of problem) and not resolved during all of 2019.

The problem happens:
When all settings are set correctly,
When volume is turned high,
With multiple phones — three different phones of two brands — ans ul40tm and unimax umx u683cl,
Whether the phone display is initially turned on or off (asleep),
During most of 2019 and within the same day or hour,
In spite of +10 attempts to work with assurance cs and tech support (ts).

On the caller's side, they hear rings on their phone and eventually the call goes through to voice mail.

Outgoing calls could always (usually?) be successfully made out from the phone, even when the problem was occurring!

Sometimes the problem spontaneously "clears" itself, but only temporarily for hours or days.

Sometimes I could get the problem to "clear" itself by doing the following:
(1) turning the phone on (from asleep display), or
(2) going into the settings and just looking around, or
(3) going into the settings and switching some setting on and off (but making no real change).
However this was always a temporary fix that only lasted between 10 minutes and 2 days.

Because of this "clearing," sometimes the problem could be demonstrated to ts and was documented; sometimes not.

Often the lower-level assurance cs people would eventually ask for my address, then go on hold to "check the network", and then come back and state that the network in my area was "down"…or "being worked on"…. Or "upgraded"…or "extended".
Then they would instruct me to phone them back "after 72 hours"…. Or "after 3 - 4 days" if the problem still existed.
(can you believe that! I'm supposed to phone them back, as opposed to their phoning me back and checking on their service. And wait for several days of broken service.)

I did follow their instructions several times. But I doubt the network was ever worked on. This was their "call script" routine on how to evade the issue and end the call.

Assurance was never able to resolve this recurring, intermittent problem.
In nov 2019, i'm going to another provider.

During the month of October my phone began deteriorating. It wont hold a charge and wont charge past a certain percentage as well as the metal inside the charger holder is slipping out when I remove the charger. I called assurance wireless at the end of October to let a representative know about this. I was told I qualified for a new phone. The representative said she put in the request all that was needed was 5 dollars for shipping. There was 5 dollars on my account so I told her to use it, she agreed. A few days later I went to check the status of my phone request. I called the representative who told me the request was still processing. I asked them to apply the money asap for the shipping despite the pending process. (I didn't want the money on my account because I was worried about cutting into the funds.) The representative let me know she couldn't take the money off until the phone was ready to ship. I asked why the new phone was still processing, the representative said she didn't know, but would take a look. After being on hold, the representative asked me to tell her why I needed the replacement. I told her my phone was broken, the charge wasn't working or lasting and the charge port was broken. She then said I qualified for a new phone (which i already knew because i was told this days before) She said she would put in the order to be expedited. About two days later I saw that the 5 dollars was still on my account. I decided to call and inquire about the status of my new phone. Next day I got a notification that my minutes were low. I checked my account and even though I still had a few existing minutes from the previous installment, 10 cents had been taken from the 5 dollars on my account. I called assurance wireless and asked why money had been taken from the 5 dollars even though I still had minutes left over from my plan. They apologized and refunded the money. I called again and asked about the status of my replacement phone. The representative said the order was pending because I "needed to recertify." I tried to recertify online but was told it wasnt time for me to recertify. The next day I saw that most of the 5 dollars on my account had been spent because I had gone over. I called assurance wireless and asked them about my replacement phone. They said I qualified for it but needed 5 dollars for the shipping. I told them they had been telling that story for almost two weeks. They wouldn't tell me why it was pending and when they did it was false. I asked the representative if they could credit the 5 dollars back to my account for all the trouble and misinformation. They said they couldn't. Now I'm no closer to getting a replacement. I'm concerned about putting money on my account as they continue to make excuses about the status of my replacement phone. Please help!

Just ordered a new phone I am trying to activate it can't get ahold of customer service every time I call they're stating that I need to recertify but when I try to recertify it's switching mean to tell me to go to the website I go to the website they locked me out of my account so now I'm unable to reactivate my phone and I'm unable to recertify my phone please contact me at [protected]

Problem - assurance wireless phone not ringing when someone calls:

Assurance wireless phones often (50% of time or more) do not ring and/or vibrate when there is an incoming call, such that incoming calls are unknown, unanswered, and eventually go through to voice mail.

The sound settings are always set correctly.
The ringer volume is always set to high and vibrate.
The service works and the cell phone rings at times, but it is very inconsistent (which is unacceptable for a cellphone.)

The problem occurs with multiple phones provided by assurance:
The second unimax u683cl cell phone - oct to (present) nov 2019.
The first unimax u683cl cell phone - sept to oct 2019.
Ans ul40tm cell phone - may to sept 2019.
Therefore, the problem is probably in the wireless service and not the phones (?).

The problem can occur regardless of whether the phone display is turned on or off (asleep).

On the same day, the phone can ring, then not ring, then ring within a matter of minutes... Or hours.

Often I could get the problem to "clear" itself by doing the following:
(1) turning the phone on (from having the display be asleep), or
(2) going into the settings and just looking around, or
(3) going into the settings and switching something on and off (but making no real change).
However this was always a temporary fix that only lasted between 10 minutes and 1 day.

I have assurance wireless service, as part of the ca lifeline program.
I have phoned tech support (ts) many times to try to let them fix this problem and they have never been successful.
They have eventually provided other phones.

It appears that they are unable to fix the problem and supply reliable service to the san francisco east bay area. Therefore, I will have to search for another company that does lifeline.

Be aware of using assurance wireless, they have a worthless system in norcal. (it doesn't matter if it is "free" to you, if you don't receive the call when someone calls you.)

Please note that about 80% of the time that I phoned assurance, the lower level ts people would eventually ask for my address and then state that the network in my area was down... Or being worked on ("upgraded")... And for me to phone them back "after 72 hours" or "in 3 -4 days" if the problem still existed. (can you believe that!)
I did so, but I think this was all complete bs and just part of their "call script routine" on how to evade.
If assurance ever did any upgrade in my area, it never fixed this problem.
I don't really believe my area was down because I could often get the phone to "fix itself" (and ring) within minutes (it just wouldn't last for more than a day).

Contact a customer service via email did the verification 5 times just to get an answer. Half the time the phone doesn't even work I dropped it on carpet in the screen not cracked but internally is messed up I can only see half the screen. it's still under warranty but they won't send me a replacement unless I pay $5 for shipping. Finally after 3 weeks of trying to get the replacement told them I would be looking for a new provider and the email response I got was please confirm cancellation. they should be taken off the list of providers they are the worst phones that they provide are horrible half the time it doesn't work unless I have Wi-Fi on I get notifications assurance wireless unavailable.

I am a lifeline beneficiary, I am disabled and I applied for lifeline service with ASSurance wireless about two weeks ago and I received my phone about one week ago, and on the onset I have had nothing but problems. THe first problem was I didn't have data service (internet), didn't work, so after three days, they got that working after calling and speaking with representatives for three days, spoke with about 5 different people. Now for the past 5 days, I haven't been able to make and receive phone calls, when I dial a number I get a window that pops up that says, "Cellular network unavailable". When I call the number from another rphone it goes to my voice mail after three rings. I have called 6 times to get the problem resolved to no avail, I still cannot make phone calls, but I do have data. The dates are as follows, from 10/15/2019-present. the phone number on the account is; [protected]. The phone has been set and reset many, many times but still cannot make any phone calls what soever.

I will state that as of today I am never going back to assurance wireless. This has been the nail on the coffin for me. I received a replacement for their god awful umx devices which would not allow me to make phone calls, something a phone would be able to do. After all the hell I went through and even contacting the better business bureau about it to direct my case, they finally agreed on sending a replacement to my home.

After yet another moment of hell to activate that thing (I had to go online to their website to do such instead of just marking a phone number) I find out the same issue plagued it despite of the device being new! What is this nonsense?! How can a phone carrier that prides itself to help those with low resources offer such horrible devices on which you cannot even be able to make phone calls with? Like I said above I am not bothering with this company after this.

Shame on you assurance wireless.

Received the phone on 9/09/19 and today is 10/16/19, have not been able to receive and make calls since having it. Was told by the customer service that it's the tower, which is a a lie cause everyone else phones has not problems. I was also told it would work if the phone number was changed, which is also a lie. I explained that yesterday i was home alone and had an medical emergency and could not call anyone for help. I asked for tech support and was told that they would bot transfer me to that dept because everyone in the assurance company all know the same information. This has been a on going problem since the phone service spoke with Lloyd, Mika and Jamhem.

I received their smartphone less than a month ago which they provide for free and it has given me constant problems such as not dialing any phone numbers unless I turn off the thing and back on just to do that alone. I contacted Assurance Wireless and they have neglected to repair the phone much less replace it all because I don't have ANOTHER phone on to which call them about tech support. I had already talked to one of their employees and they did anything they could do about it such as resetting it and it still does not function properly. Assurance Wireless will not try and fix my device unless I call them from another phone which is utterly ridiculous. They already tried to find the problem and had failed. They simply refuse to help me any further, especially when I am living in disability and do not have the luxury to pay for phone services. I feel like this company simply takes advantage of the less fortunate.

I got told that my phone was going to get shut off if I didn't resend the old device since I got a new one cuz it was broken and the I talked to three different people and they were supposed to send me a shipping label then this morning I got a message saying that they're going to shut my device off tomorrow but it's actually shut off today and I never received the shipping label and I'm trying to figure out where I can mail it to and I'll just pay for it

Due to an automobile accident that I was not responsible for, I have been unable to work. I applied for and received a Life Line phone from Assurance Wireless. I am now on my fourth phone device, one of which I paid over 95.00 dollars for of my personal Social Security proceeds. On a09/20/2019, I received the LG Tribute Empire phone that aI was forced to purchase because the three previously UMX630CL phones all malfunctutioned. Now I am on my fourth phone that is also malfunctioning. I am told by Assurance Wireless phone store Customer Service that it may take three to four weeks before I will receive an RMA and for them to process a replacement or refund. I am a retired Senior Citizen with only very limited Social Security income. Please advise me as to how I can obtain a reasonable resolution to this matter. I am isolated and in desperate need to communicate with my Physician an Pharmacy. Thank you,
Floyd O Wilder
[protected]@gmail.com
561.629.0723 ( a malfunctioning Assurance Wireless number)

The. Worst service provider claiming to be governments affiliate. I did the national verifier and assurance and was approved by both. However assurance kept wanting me to resubmit an ap application and the web site wouldn't accept another as I was already approved. National verifier also stated, approved so whats the issue. I submitted all documents and yet they still sating need more. I'm done and very dissatisfied with this provider. More so the customer service are rude and talk over you. Now at the end a supervisor suggested i go out and find a field agent. What? Im legally blind and a fall risk and u want me to do what again

Assurance service is provided by the government as a way to ensure low income people have a way to stay in touch and call for help. The free phones provided required a daily factory reset to function. So I bought mom a Samsung from assurance wireless. Now, with the best phone available through assurance, she still cannot make or receive calls or text messages until she restarts her phone. Mom has copd and has had a stroke. She needs to be able to call for help, as intended with this federal program. Assurance wireless provides a false sense of security to those with their service. It is unreliable.

My assurance wireless number is [protected]. My assurance wireless phone wasn't working months ago I called for a replacement phone. I activated it when the new phone came. Fast forward 3 to 4 months after, I discovered my service is disconnected. I called and they stated I needed to sent back old phone or pay $25 to reactivate the service. I told him I don't have that old phone and no one told me I was supposed to send anything. The customer service agent was arguing on the phone that she will not put the service if I don't pay. I wasn't told about that policy until now it's not fair that I have to come out of pocket. I asked for the supervisor and he was even more rude and unprofessional. Nothing was resolved. I will not pay for an old phone that wasn't even working . And nobody explained to me when I got the replacement phone that I was supposed to save the old bad phone and mailed it back to assurance wireless. Customer service is very unprofessional with this company and I'm very disappointed.

On the coverage map you all claim to provide service for Haysi VA 24256. I received my device and after several failed attempts to activate it, I call customer service to get help activating the phone. After 30 minutes of programming they finally tell me I can't activate phone because the closest Sprint tower is 25 miles from my house. So all that time wasted and still no phone. Either fix your coverage map or put a cell tower in my area. Several people are in need of being able to use a cell phone.

I applied to receive a phone from Assurance Wireless, and received a letter with information, SIX DAYS AGO and a smart phone the next day, the problem is THEY WILL NOT ACTIVATE IT. I have spoken with customer service about this matter, first it was I was not in the system (If I wasn't how did I receive a phone?), then I was with another provider and they would have to turn it on (BUT IT HAS AN ASSURANCE APP ON IT), AND THEN LASTLY, I need to submit another application...THIS IS TOTAL NONSENSE. This company needs to hire REAL TECH & CUSTOMER SERVICE...POINT BLANK!