Hello Mobile Telecom
reviews and complaints

Hello Mobile Telecom LLC offers great coverage and very affordable plans. Customers have praised the company for its reliable service and budget-friendly pricing. One customer mentioned that the coverage is good and the plans are very affordable. Another customer highlighted the excellent connectivity, unlimited talk and text, and the ability to call other countries at a low cost. While some customers have experienced issues with data speed caps and customer service, overall, Hello Mobile seems to provide a valuable service for those looking for cost-effective mobile solutions. If you are seeking a reliable mobile provider with competitive pricing, Hello Mobile could be a great option for you.

I love it that their price is locked in with each of plan. So far I have a good experience with their customer service. The only thing I don't like it is i always received a call and text from some random numbers and looking for a particular person. And when I call customer service to asked if they can change my number I have to pay for it. It's kinda disappointing

So far I am happy with the coverage and the speed and mostly the price its really affordable , I needed help setting up my phone so I had to chat with the agent and he was very helpful, I switched from Verizon and I saved 70$ a month. Hellomobile gave me 1 month free for my 2 lines this is the best decision I have made , I live in Boston I am getting 5G all the time, don't hesitate I highly recommend HELLOMOBILE just make sure your phone is fully unlocked

I signed up about a month ago and absolutely love love this service. It is financially affordable and currently it is saving me approximately $110.00 a month. I have 3 phones with unlimited everything and it also gives you UNLIMITED HOTSPOT if your mobile is capable of that feature. With my last carrier I only received 10gbs per phone for my hotspot. As far as the coverage goes, I have had no issues wherever I go and have been recommending this service to all my friends and family.

great price for "unlimited". be aware that this means 18 gbs then 2 gbs at a slower snail speed and at 20 gb your locked out of data completely. Hello Mobile need to state this so the consumer can appropriately space data in that 30 day time period. also, customer service needs to b more friendly toward user needs. On the good side best price in town. I'll stay. I wish they an unlimited 40 GB per month for 30/35$. Discounts on auto refill and discounts on purchasing 6 to 12 month plans.

I like the service but I have lost my service 4 times now being in the same spot.(This only happens on 1 of my lines) I'm hoping for some upgrades like the voicemail so you can see the phone numbers and click on them to listen to my messages. I hate having to call voicemail and go through the prompts then when you need to save them and god for bid you need to go and listen to it you have to go through each and every single voicemail just to listen to the one you need. Such a headache it's like being back in the 90s LOL

I like the service so far. no issues, good quality international calls. Good coverage. I haven't had any problems with my unlimited data as other users report. The tip I give to users is try to do all the transactions with Hello Mobile in a laptop, opposite to the phone, because the desktop website has more functionality and is easier to see all the features in your account. Hello Mobile it's pretty much a self service carrier, that's how they keep the cost low, so have that in mind and do not rely heavily on costumer service.

Easy to set up, I only contacted customer service 1 time and that was to tell them I have Sprint service out here only t mobile.the nice man assured me that it was not a problem.after dealing with several other carriers I was worried that I would be getting the wrong sim cards. They sent me tight ones . easy to activate.fast down load and unload. I have not had any problems at all. I have never recommend a mobile service, but I highly recommend this one and with the deal you get how could you go wrong? Try it I think you will like it. I sure do.

I got Hello Mobile service for my daughter who is handicapped and doesn't really use any kind of data to speak of since she rarely leaves the house and when she does can't really be on her phone much anyway. I wanted to be able to call and talk any time and Hello Mobile has been great for that and at $10/month it is hard to beat. She tells me even at home connecting to the home wi-fi can be slow at times...so she got a new phone. I don't know if the Hello Mobile would affect the Internet speed or not. So I would give 5 stars for actual phone use, but less for internet data, perhaps. Easy to set up even for this non tech savvy old lady!

So this is a bit of a mixed bag. Have had Hello Mobile almost a year for my husband's line. At first, when they were on Sprint's network, he was not at all pleased with the service. Sprint LTE, especially for MVNOs, was spotty even in Seattle. After the merger completed, I checked to see if they'd use his old T-Mobile phone, and they went ahead and sent out a new SIM for it that put him back on T-Mobile. That made him super happy and has been enjoying the service since. I upgraded him to a new ZTE recently since his old phone stopped charging, and he's loving that one even more. I also recently ported my number into a family plan with Hello from Tello. They have made some major improvements - though the shipping of fully activated lines/SIMs is still a thing. (Many online carriers, like Tello, do a pre-activation step that requires users to enter some code on the site to confirm receipt of the device and SIM to finish the activation process and would be nice if Hello did this too.) But one major improvement was they didn't complete the port of my number till the phone was delivered, so I was able to use my Tello line up until that time. (Was at work when the phone was delivered, so it was a 3-4 hours without an active line.) Port was super seamless and the service works great. As for customer service, yes - the lack of 24 hour service can be an issue - but every time I've had to contact them for anything they have been super helpful, even if seriously delayed due to me working nights and sending them chats via FB at 2 AM. When I do get in touch with someone there, they have been very courteous and helped answer all my questions. One was even to change the e-mail and contact numbers associated with my account with them.

Please do NOT use this service. It is a ***! You will 100% regret. I signed up for unlimited plan and was provided a dysfunctional SIM card, which does not send or receive sms, does not allow any access to data. Called various representatives on numerous attempts with absolute no help, each time they kept me wait on the phone for 2-3 hours. After wasting about 20 hours they decided to send me a new sim card. Did it arrive? Of course not. I had to call again, after several attempts, someone said they will send me a new sim card. ONE whole month past, I have a completely dysfunctional phone. Finally got the sim card in the mail today. Does it work? NOOOOOOOO! It arrived as bad as the first sim card. Absolute no access to data. As soon as you plug in the sim, it only shows 3G, no 4G, no LTE. This is probably happening to all unlimited plan customers. They lured you in with a CHEAP plan, and then using specially-designed sim cards to cutdown access to data. Called customer service again and was put to wait for 2 more hours, and still nothing was solved. How do I figure out that the unlimted sim card was specially designed? It is because I also have a $5 plan sim card from them and it has all the access to data and sms. Why would they do that, you wonder? Because in the non-unlimited plan, they charge you for every bit of data you use. Therefore, data access is set as smooth as it can be. But for the unlimited data plan, trust me, you won't have any access to data. I am not sure why a company like this is still in place! They are a total scam and should be punished by LAW. I am interested in organize a lawsuit against them. If you are victims of their unlimited plan, please contact me at

Horrible service. I would not recommend this company. Way too many problems to deal with. Cell phone service should not be this difficult. Here was my experience: 1. I used a Hello phone that I purchased from the company and used the service for two months. No problem. I brought my own phone and established a second phone line. So far ok for about 15 days. 2. Now everything went from bad to worse. Could not pay by speaking to a customer service representative and could not pay online on my account with a credit card. 3. Both phones were disconnected and after 2 weeks when I finally was able to pay on line. I was able to get the Hello phone to work sporadically, but was told that the second phone was no longer supported. I hardly was able to use the service I purchased. The company would not give me a refund or credit for either line. 3. I continued to try to activate the Hello phone I purchased from Hello. After numerous run arounds, several SIM cards, numerous phone calls with extremely long waits (up to 1.5 hours +), and conflicting instructions the customer service told me to return the phone (at my expense). I wasted hours trying to resolve the issue with no result. 4. I finally get the new phone, same problems with activating the phone and SIM card. Customer service stated not to worry since they would credit my account. 5. I finally get the new phone and service activated. No credit received. Customer service stated they have no record of any promise of credit. I asked to speak to a supervisor. They would not connect me to a supervisor and continued to state there was no policy for a credit. 6. Horrible way to conduct business with a new customer. I would give this company negative stars if I could. My advice, do not use this company and save yourself a headache.

The customer experience has been terrible. They attempted to contact me and provided no information as to why. The two voicemails they left were vague and unhelpful. Trying to reach them was a nightmare. I tried calling them back on the number they called me on and got an automated system for a q link which is confusing for a new customer who knows you as hello mobile. The company makes you jump through hoops with the automated system just to inform you the office is closed but you can chat with them online. That was equally useless as multiple attempts led to the only actual chat associate to explain that they needed to speak with me by phone but could not tell if someone was available to call. The chat hours listed on the site do not correspond to their true availability and it also states that you can get 24/7 support if you message them on Facebook which just lead to an auto response informing no one was available. Then someone responded as if I had just messaged only the response came 11 hours later. Of course I was not watching my messaged like a hawk 11 hours later and so that individual disconnected and provided no answers at all. When I finally did reach them they offered no attempt to make me feel appreciated and I sat on hold waiting for someone to finally ask me to authorize a payment. I spent about 40 minutes of that 45 minute call listening to hold music. This phone company has no idea how to communicate with its customers and I only hope the actual phone service is not as spotty and unreliable as the customer service was. I was not even provided an option for expedited shipping that I offered to pay for. We don't offer anything other than standard shipping is what I was told after finding out that my phone had not yet even started the shipping process. Absolutely the worst experience I have ever had.

I'v had it with this company. I'm being held hostage by this company that doesn't want to give me my money back. I'v had a 2nd line added in the last 2 weeks and the data never worked, calls and text were intermittent and eventually came back up. I have called and spoken to technician after technician and they kept giving me the run around. I was told to wait 72 hours and it will be resolved. I waited and Its still not activated. I called again and ask for a manager (***). Who told me he cant give me my money back but we can try one more time to fix it. He said he will transfer me to the technician directly and ill only have to wait 2 mins, which I agreed because he sounded sincere. Low and behold it was just a strategy to get me off the phone. He transferred me to the line and the wait time was 90 mins. My batt died while waiting.

I got home and attempted again & told them to cancel the service and I want a full refund. They stated that I cannot get a refund because its been past 14 days from activation. I activated the 2nd line on the 12th of February, today is now 16th. They are telling me the first line was activated in December that's why I cant get my money back although I paid them for 2nd line on 12th of February.

On top of all of that, the customer service is the worse. Over an hour and a half with every phone call. Iv been dealing with this for 2 weeks and its still not fixed. As I am writing this post I'm on the phone waiting to speak to a technician. The agent who I spoke to told me she can transfer me to a technician and it will only take 2 mins. So my only way forward is to deal with a technician to resolve the issue, or cancel the service and lose the money I paid for the line. At this point its not about the money for me, this company needs to be shut down. They are very unethical. Btw my wait time is 99 mins...

Hello Mobile is horrible. Please stay away from them. Their staff are not knowledgeable, and they are good at saying "we are sorry for your inconvenience, but there is nothing we can do for you". They take your money and not provide you with the service they promised and tell you they cannot refund you because it is past a certain number of days. I have had my number for years (over 7) and Hello mobile cut it off, killed it, terminated it without my consent, without any prior authorization or notification. I lost service all of a sudden, found a phone to call them to find out what was going on. They literarily told me that I had called to tell them to terminate my number. I asked when and if they had a recording of me doing that, they said "maybe". I told them to fix it and they said "sorry, we cannot, there is nothing we can do". Cool, can i port my number out then? They said yes. I asked for my account number and PIN, but the new network provider MINT mobile said they cannot help because the number is inactive. I am without number as I write and it has been almost 2 weeks now.

I have called hundreds of times (not even exaggerating) but they all have their heads in the same place. You can hardly even understand what they say and it is hard for them to understand and translate what you are explaining. Sometimes, you just think they are robots programmed to answer a certain way based on specific words they pick up from what you say. I just want them to reactivate my account/number, so I can move out of their rubbish network. They charged me for the month of June even after cutting me off. I asked for a refund and they said it is impossible and they cannot refund me. From the junior person to the supervisor, they are all the same...insensitive, rude, very little to no knowledge. I just want my number back, HELLOMOBILE can keep the money if that's what they want since they just want to scam and take people's money for no reason...I just want my number back. If you are looking at changing network providers, please DO NOT look their way, else you will end up regretting it.

PS: I did not mean to leave any stars. If possible, I would have taken out the star bars.

I have been involved with this company through its Hello Mobile (HM) operating company. The cell service worked okay for about a year until we had a problem. I transferred my wife phone line to my account (i.e., I had 2 lines of service at Hello) and the auto pay apparently got switched off. HM cancelled my account (my 2 phone lines) which we have had for over 20 years (all our family, friends, and business contacts utilize these numbers- very upsetting!). We had no prior notification that a payment had not been made in violation of HM policy to provide 30 service days after notice (this was verified by a HM supervisor who did not believe me). When I tried to make a payment on the day service stopped and the account was closed, HM said that I couldn't as they didn't know how to reactivate the account to take the payment (unbelievable, how can they make any money!). One supervisor, eventually said to put in my profile information and maybe that would reactivate it. The account got reactivated but my wife's phone line disappeared and my wife was forced into a new phone number. After numerous calls about this issue nothing was resolved. During this struggle with HM, we waited on my wife's sim for almost 2 weeks and my sim has not yet arrived, i.e., we had no cell service from HM during this period. Today we activated my wife's phone, and we had been told the old number would transfer in upon the sim install (I didn't believe it since that phone number was not showing in that account)- it didn't happen. So now I have an active account and a missing phone line, so I can't port my phone number out of there- this appears to me to be a violation of the Mobile Portability Act (under the FCC). I understand the Quadrant also runs Q Link Wireless, which provide services to low-income people, but Quadrant needs to realize that they are dealing with a different market segment and need to provide knowledgeable customer service at HM (which is lacking) and have policies that make sense for its clientele, i.e., restoring phone numbers when payments are made, not just closing accounts. Also, HM customer service also regularly cuts people off and transfers to a higher level technical support almost never happens (I often wonder if anyone there knows how to operate their systems)!

I have been with Hello Mobile since September. I had such a good experience, and was so impressed with customer service that my husband moved over to Hello as well in June. He needed a new phone, so we bought one directly from Hello Mobile. Everything was fine until they sent new SIM cards. First of all, they sent 2 SIM cards with no indication of which was for which phone. It took days of trying to get through via phone/chat/messenger to figure out the cards. Wait times were 40+ minutes by phone and chats were never answered. FB Messenger was answered 48 hours later and I was told to call customer service. Once I finally got through, they were helpful and my question was answered quickly. My iPhone works fine with the new SIM card, but my husband's wouldn't work. After another 40 minutes on hold to get through, customer service couldn't help him and transferred him to technical suppprt. That was another 40+ minutes on hold. The technical support person was hard to understand (they all are. It's obvious the call center is not in the US) and short with us when we didn't understand her or asked her to repeat. After a long call and all kinds of resets and updates, she told us our phone will no longer work with the new SIM card and we need a new phone. The phone was purchased from Hello Mobile less than a year ago. 10 months! We received no indication from them when purchasing, or any time leading up to the new SIM card being sent that some phones won't be compatible. In fact, when I check the website, it says the phone will work with the BYOP program. This was a $365 phone that we only got 10 months out of. I'd be happy to keep the old SIM card (it works fine at the moment), but they say that's not possible either. We asked for a manager call back. The manager was also unhelpful and said the only option was to buy a new phone. We are beyond frustrated. We are customers of Hello Mobile because we are on a budget. This is a discount mobile company. We don't change phones yearly, and don't spend tons of money on them. When we buy a new phone, it's a big purchase for us. Notice should have been given that some phones would not work with the new SIM cards, and they should not have sold phones that they would not service less than a year later. At the very least, a buy back or discount program for new phones should have been offered. We are now shopping for a new provider.

The leaders of this company should be ashamed of themselves. Customer service and technical support is horrible. Since November I've been trying to get the correct APN information for my iPhone because I can't send or receive pics from anyone that doesn't use an iPhone. It fixed itself temporarily at one point. Didn't think about for some time. Started calling in Feb 2021 to try and get it fixed. Instead of just stating they can't fix it, all the reps do is ask you a thousand questions and then they say is there anything else I can help you with and end the call. Called back weeks later same round of questions no fix then they say we will send out new SIM card because T-Mobile has upgraded their network to 5G. OK when will you send the card out? What's the time frame? Crickets...
We'll send you an email notification when on ships. So finally email came on the day it arrived saying it had been shipped with instructions on installing new SIM card. Followed instructions it should be simple. Put card reset your cellular network setting. Ok that's it. Why do I have new phone number and didn't even know I had I new phone number. Waited a couple of days called back to same round of questions asking for imei and iccid. Mind you this a bout a 30 minute chat. After that guy says he has to transfer to technical support to get my new sims card activated with my current number. Transferred. Message at tech support is about 130 minutes. Really? Who has 130 minutes to just wait on the phone for tech support. Then it offers the option for a call back. I thought cool I'll do that. Now they say you will receive a call within 48 hours. I'm like what? Sigh. Ok waited for a callback
No callback how about this. I'm in the middle of a conversation mind you I put my old SIM card back in my iPhone, the call drops and I look at my phone it says no service. So I sighed once again
Mind I I'm not home and now I have no cell service at all. I figured they activated the new sim. Get home install the supposed 5G. Why am I constantly seeing 3G as my service SMH OFF RESET
OFF RESET
OFF RESET I don't know how many times. Still no iPhone MMS with this new SIM card either.
Brought up another chat Same round and round with one billion irreverent questions. Told the rep to just give me the settings for APN and MMS settings I know how to input them myself. I don't have them. Is there anything else I can help you with. End of call
This is ridiculous

After countless hours of troubleshooting online and on hold, this company failed to provide service per the same contract that states there's no refunds. My service was supposed to restart at 1:00pm EST FRIDAY APRIL 23rd. Prior to that my account was paid in full and I paid in full again for service between April 23rd and May 23rd. When I woke up on April 23rd, prior to 1:00pm, approximately 10am, I found my phone had no service, I drove 6 miles to a library with WiFi in the middle of a city with 5G towers and the phone still had no service. The phone still has no service, though I have traveled from Wilmington Delaware all the way to Harrisburg Pennsylvania and up to Trenton New Jersey. No where, not once, has service returned to my phone. I contacted Hellomobile customer support and told them I have no service and after being given the run around for hours on end, still have no service. I later looked into the Complaintsboard.com and found over 250 complaints filed against Hellomobile! I immediately called the service representative at Hellomobile and asked them to refund my money since I had not received any service during the paid service contract of April 23rd through May 23rd. I was given some simple instructions to try to make a call and I tried making several calls from the phone with Hellomobile's SIM card and every time, the calls would not go through. When the service representative told me they would connect me to someone else, I asked the representative to refund my money, since I DID NOT RECEIVE SERVICE DURING THE CONTRACTED TERM. She told me she could not refund my money as she doesn't have the power to do so, I apologized to her for putting her through an upsetting call and explained it wasn't her fault as to why I was asking for a refund but the fact that I had spent nearly 3 hours daily at a minimum, speaking with customer service representatives from Hellomobile for the last 7 days and that that is not what I'm paying for. I suggested a class action lawsuit, as I'm sure Hellomobile has been in a breach of contract with more consumers than are listed here. Seeing that they can take my money for service and fail to provide me said services I PAID FOR, I will be taking legal action if this is not rectified to my liking. After speaking to the representative the night prior and being put through the run around, where nothing changed, I left the worst feedback I have ever left. Subsequently I was no longer able to log into my account online (which I had done for a year prior, sometimes twice a month) and my phone service stopped working prior to the April 23- May 23rd contract.

This is indeed an eye opener for me to have experienced hello mobile support tactics, i.e. to keep customer waiting on phone for a long time, and sometimes even drop your call after waiting for about an hour as hello mobile knows there is no solution can be provided for this customer. Our story starts here. We have purchased two lines unlimited for $40 on April 20th. And after we received long awaited sim card, we then ported in our own numbers on 5/12, that's when my phone lost internet data access until today. I have been calling in since 5/13, staying on the phone with hello mobile for at least 2 hours a day without finding a solution. Now, we are approaching two month period at which time, our account will end so I would like to share this terrible experience, so hopefully, no one else will suffer the same. To summarize my experience, the following is typical pattern from hello mobile: 1. Every time you call, you will be able to talk to first line courteous representatives in about 5-10 minutes. 2. When the first line representatives could not fix the issues, then you will be transferred to technical support and that can take up to one hour or more wait time. 3. When your issue still is not resolved, then your misery starts as no one is taking ownership of your issues and you just have to call back on the next day. 4. So far, for almost one month, I have been told by some representatives for at least 4 to 5 times that someone will be contacting me, but none has called. And some representatives even told us that hello mobile will never call you and you should always call back for the issues. 5. I think main complaint that I have for hello mobile is that there is no accountability for their support failure. And when you call, they are not interested to know that you have been calling in for the same issue for quite some time. So, for a typical business, if I can not use the service that I am paying for, then hello mobile should refund me at least for the pro-rated portion of lost usage, otherwise, their delay tactic seems to only help them continue to stay in business. 6. On my previous call on 5/29, representative told me someone will be contacting me within 48 hours, but that did not happen, so I called in earlier today and was on the phone for about one and half hours and while waiting for the third person and my call was dropped by hello mobile. If this occurred previously, I would have called back again but today, I think it is better for me to share my experience on this site. 7. My conclusion is that hello mobile should not be allowed to be in the business when its customer's frustration can not be heard by anyone else.

I tried to sign up for the $5.00 plan and my credit card got charged but my account remained inactive. I can't log in because when I try to log in I receive a message saying that my username and password are invalid. (I never received a SIM card.) I tried calling customer service many times and no one has been able to assist me. I just want my $5.00 returned and I don't want to receive any additional charges. I received very poor customer service and a fraudulent charge.

Lucy Pellegrini

63 Oak St.

Pembroke, MA 02359

[protected]@gmail.com

[protected]

Purchased a phone plan w/ "UNLIMITED 4G LTE/5G Data". This top tier plan, never states any data caps or limits. Today I was flagged for to much usage. My phone number is [protected] and I called to find out why my internet isnt working and after an hour I got a bunch of junk policy stating that I was flagged for excessive usage. Mind you I don't download anything on my phone and mainly use my phone for news, gps, podcast and a few videos now and again. This is daily normal usage yet they justify cutting me off by stating the terms of service. However just as their false advertising states "Unlimited data" , they have a term that states they can flag at their discretion anyone who they feel is excessively abusing their service. I am pretty sure that any legitimate company would define what this abuse could possibly look like yet they don't have a definition and claim their system automatically flags accounts. Well for me this is unacceptable, if you are going to claim that your service is unlimited and then stop people after they use 18gb then they should state this somewhere. With average data usage around 10 to 11gb per month I admit that I am above that I would not constitute that as abusive or excessive. Again if they have a system flagging people for usage at least they should have the transparency to state that they have a limit. This instead constitutes false advertising by stating unlimited data and then uses the "excessive usage" in their terms to justify cutting peoples data to their discretion without telling someone beforehand that this was a possibility especially at such a low threshold above the national average. If i was using 300 gb I could see it but again how can I know if it never states this anywhere as to what constitutes excessive usage. I mean if you think unlimited then I should get 300gb without getting cut off , unless it is clearly stated in the terms of service somewhere that 300gb is considered excessive. How else would I know what unlimited means if their is a cap that they don't tell you about. Instead they just impose their terms on me without any prior notification, nor warning, nor any clear terms stating that this could be a possibility, only the vague terms "excessive usage". I got capped and my data gets throttled to 0 data now and nothing could be done and I have to wait till my plan lapses this month and I have to adjust the next month knowing this is a possibility. This sounds kinda fishy that they can get away with this advertising to the public like that only to have their computers running in the background and flagging something that is contrary to what they are selling. This is from thier website FAQs word for word: "On Unlimited plans, you'll never run out of data, but speeds may be lowered during periods of high congestion" you can find this here https://support.hellomobile.com/how-does-hello-mobile-handle-high-speed-data/

Bought 2x SIM cards from Hello Mobile, one line was not able to use data since beginning. now 2nd line stop access internet by data. I want a refund. I ordered two SIM cards from Hello Mobile to use with phones we already had. We checked the IMEI numbers on the website before purchasing and they were both approved. I paid with my Amex credit card that ends in 1001. Hello Mobile sent the SIM cards. When I tried to activate the sim cards, one of SIM card we were found that we unable to access internet via data by following the instructions in the quick guide and on-line several times. When we first got the sim card, we received a text message that said, "We see your phone does not have correct settings to access the internet or send MMS. Settings will be sent to your handset." To the best of my knowledge, settings were never sent. The error code we kept getting said, "Connection problem or Invalid MMI code." I called customer service repeatedly and tech support had wait times of over two hours. When I did finally talk with someone in tech support on Oct 3rd, he tried several things but still not working. he assured me it would be fixed within 24 hours. It was not. I called and chatted via their on-line portal several times between Oct 3rd , the 4th and the 5th, Each time I was assured that "their engineers were working on it and it would be fixed within 24 hours." It never was. Eventually, we gave up and got new chips with a different company. on Oct 15th, I called to cancel line 2 as it never works on data and request a refund. They said they cancelled it but provided no confirmation number despite my requesting one. They refused to provide a refund because "more than seven days had passed since activation." However, my phones were never able to use data due to their technical problems. And Today, I found my Line 1 #XXXXXXXXXX can not access data too! and on their website is showing Data Used: 0.41 GB out of 1.05 GB. I really don't want to waste my time to dealing with this tech issue in endless loop. We are requesting a refund because Hello Mobil never provided the service we paid for, namely phone, texting and web surfing services. We do not wish to pay for services that were not rendered. The phones in question are: XXXXXXXXXX, XXXXXXXXXX.

This was the worst customer service experience of my life. I called 5-10 times to get rude people. Charged me $40 when i never activated the service. In all my years this has been the worst experience of ever. In the middle of a pandemic I was given the sim cards and had $40 stolen from me from Hello Mobile. My phone never worked properly. Starting with the website the process was not simple and easy. It took 45 mins to get the on the line with anyone on the phone. From there the very first call right in the middle of the call the line dropped. then the 2nd and 3rd time on their end with hello mobile. No one could tell me why my services were not working. i tried to port my number over. Didn't work they stated i would lose my number. they said they would send me an email once that was done. no email was sent. i waited because they stated it would take 48 hours. They basically stalled me until the grace period was over to steal my money. So i had to transfer my # back to metro. The 2nd line on my account that they charged me for where i never even took out of the package, they refused to give me a refund for because the 7 day grace period was past due that they never told me about. Every SINGLE PERSON I spoke to was unhelpful or rude. Not interested in solving my problem. I spoke to two supervisors. they both stated even if i had a very bad experience and was not informed of the 7 day grace period on the phone i did not QUALIFY for a refund. I'm sorry but companies that don't prioritize their customers satisfaction and stall out their service for two so they can say you don't "qualify" for refund for services we never rendered are the worst. After being interrupted multiple times by their supervisor *** and left in the cold by Hello mobile they have submitted a request for me to speak to upper management today. If i do not get a call from them soon i will have no choice but to fight the charge. They love to say "let me put you on hold" and allow the line to drop. So much so that i feel they do it on purpose to not have to deal with people and their problems. I do not recommend this company to anyone. EVER. Do not trust them with your money. They will take it. mess up your sim cards, your number transfer and your belief in affordable phone service.

Bad service, no customer support, poor company infrastructure, cannot resolve my phone issue, but TOOK my money and telling me you are out of luck... I placed the order for Hello mobile plan on Feb, 17. Received my card on Feb, 22. Tested on my phone, I am using an older phone (iphone 8), but check IMEI and their website stated it it's fully compatible. I also used this phone on multiple carriers such as Verizon and Cricket, so I know it's unlock and should work with their network. Right away, on Feb 22, I can only connect for phone call, but no data connection, no voicemail, no hotspot. The only thing that works is normal phone call. Then I called their customer service, after hours trying to get a hold of someone, I was told my phone was locked by the last carrier... and I would have to get my iphone 8 unlock. Then, I contact my last carrier, they confirmed to me this is NOT the case. After all the hours... I finally tried a different SIM card and confirmed my phone does works with no issue on different networks. It's the SIM card from hello mobile never fully work... I called and chat with hello mobile many time and very long wait time for their customer service, telling me the same story... Finally March 1, internet magically stared work... with glitch... on and off... but still NO voicemail, and no hotspot. Also some other features seems not stabled... I gave up with this company and wanted for refund long ago, but I need to keep my number, so their 7 day period is never enough for anyone to even tried porting their numbers in and out... If they are going to count the days for trial period. Then they should really start from the day I received fully function service. For about 2 weeks or so, until the day I disconnect my number from this company to another, I have never received all the service expected. Still no voicemail, not hotspot, internet is on/off... This company infrastructure and technical issue with their network. I switched to a different carrier who uses the same exact network backbone as their company. Took me 5 mins, and everything work as expected with no issue. In addition, they have very limited knowledge customer service reps trying to resolve technical issue, and they have be advertising for 100% service guarantee...

Two SIM cards from Hello Mobile to use with existing phones never worked despite 10 days of tech support "working on it". I want a refund. My husband and I ordered two SIM cards from Hello Mobile to use with phones we already had. We checked the IMEI numbers on the website before purchasing and they were both approved. I paid with my Visa credit card that ends in 2286. A charge of $40 posted on September 14th. Hello Mobile sent the SIM cards and cut off our previous provider on September 17th without confirming that we'd received the SIM cards. When we tried to activate the chips, we were unable to do so despite following the instructions in the quick guide and on-line several times. When we first got the chips, we received a text message that said, "We see your phone does not have correct settings to access the internet or send MMS. Settings will be sent to your handset." To the best of my knowledge, settings were never sent. The error code we kept getting said, "Connection problem or Invalid MMI code." I called customer service repeatedly and tech support routinely had wait times of over two hours. When I did finally talk with someone in tech support on September 19th, she tried several things but was unable to activate our phones. She assured me it would be fixed within 24 hours. It was not. I called and chatted via their on-line portal several times between September 18th and the 25th. Each time I was assured that "their engineers were working on it and it would be fixed within 24 hours." It never was. Eventually, we gave up and got new chips with a different company. This meant we lost our old numbers that we were trying to port in to Hello Mobile. Today, September 28th, I called to cancel my service and request a refund. They said they cancelled it but provided no confirmation number despite my requesting one. They refused to provide a refund because "more than seven days had passed since activation." However, our phones were never activated due to their technical problems. We are requesting a refund because Hello Mobil never provided the service we paid for, namely phone, texting and web surfing services. We do not wish to pay for services that were not rendered. The phones in question are: ***: (XXX)XXX-XXXX, IMEI XXXXXXXXXXXXXXX/33 ICC Chip: XXXXXXXXXXXXXXXXXXX Miguel ***: (XXX) XXX-XXXX, IMEI XXXXXXXXXXXXXXX/32 ICC Chip: XXXXXXXXXXXXXXXXXX

Hello Mobile didn't transfer a number to the correct line on a two line plan. Hello Mobile told me to buy a third line and the problem is not fixed. My husband and I decided to switch to a 2 line plan with Hello Mobile. The purchase date was August 22. The Account Number is XXXXXXXXX. I bought a new phone and my husband bought a (Bring Your Own Phone) sim card kit. My husband needed to transfer his old number from his previous carrier to Line 2 on the plan which was the BYOP sim card kit line. On September 1, he used the automated phone system to transfer his number. He was concerned because at no point did the system inquire which line to which the transfer pertained. We received an email message stating the number transfer was completed, but when we checked our account, my new phone was now connected with my husband's number, not mine. On September 2, we called customer support and the first person told us there was nothing they could do, so sorry. Then we called again to ask again if there was any way to transfer that number to another sim card. We were then led through a process of purchasing an additional line, a third line, because that would allow them to transfer my husband's number from my new phone to another sim card for his phone. We paid for the additional line with my husband's credit card, which totaled an additional $13.50, waited for the sim card to come in the mail on September 8th and then called customer service to continue the process. We were then told, we were misinformed and that 'a ticket' would have to be filed to try and resolve this issue and that our account would update when the number transfer was completed. We waited 48 hours, nothing changed, and when I called back the customer service representative told that there was nothing they could do and the third line was nonrefundable. We are now in the process to transfer his number back to his old carrier, he needs that cell phone number for work and he's been unable to really use it since the 1st of September when he tried to transfer it to Hello Mobile. I have been unable to use my new phone because it had his old number on it and his BYOP sim card had a number that wasn't mine. I have continued my old plan with my previous provider during this own time even though we were going to transfer my number and his number to Hello Mobile, but I was unable to transfer my number because my husband's number was put on my new phone and therefore I was unable to transfer my number to my new phone without my husband losing his number in the process. So we have been greatly inconvenienced and tried to work it out with Hello Mobile, but the problem is not resolved and the customer service representatives don't know how to help.

I'm paying for a service that I'm not getting. Service provider is not delivering the service, not resolving the issue, not assuming responsibility. I am a Hello Mobile customer since October . My deal is a "Bring Your Own Phone" deal. So before I purchased 2 phone lines from Hello Mobile, I verified the compatibility of both my phone sets. (The verification that my phone sets are compatible screen shots are attached) The deal I purchased in October consists of 2 SIM-only pre-paid lines (pay-as-you-go) with unlimited calls, unlimited text and unlimited data. My account number is: XXXXXXXXX I was satisfied with Hello Mobile's service until I received the following email from them on April 6 (A screen shot from their web site is attached): "Exciting things are happening at Hello Mobile. We've upgraded to America's largest 5G network so you will enjoy faster speeds and wider coverage. Imagine access to billions of dollars in network upgrades at no added cost! And the only thing you have to do, is swap out your old SIM Card with your new upgraded SIM Card. That's it. We'll send your SIM Card kit out very shortly and we'll send you an email with tracking details as soon as it's been shipped." I received 2 new SIM cards on April 9. Once I installed them on both of my phone sets and activated them, calls and text worked fine but the Data did NOT come through at all on both lines until this very moment (9 days later). For the past 9 days I kept calling Hello Mobile's customer service call center every single day. It takes from 1 hour to 3 hours to get answered. Once they answer, the quality of the connection is not clear and you hardly hear anything. Then, after verifying my data and after going through the same exact tests, technical verifications every day and "guide me" through the same phone settings, even though I'm a technical director in a TV station where I set up much more sophisticated equipment and I'm pretty sure that my phone settings are perfect. So after they run out of tricks and realize that they can't "help" me anymore and realize the data problem is coming from their end, they finally bounce me to the technical department and put me on hold again. The recorded message estimates the waiting time from 90 to 400 minutes! Then if you are free for the whole day, the line will drop at a certain point. You'll have to go through this again and again. After 9 days of living this recurring nightmare, I finally reached a technical support agent from India who, after 90 minutes of trying all sorts of things, he failed and admitted at the end that the problem indeed comes from Hello Mobile's side and also from the "My Mobile App" that doesn't work anymore on some phones. This App is essential and responsible for connecting the data between Hello Mobile and my phone.

Multiple Customer Service Representatives failed to properly inform me about changes to my account which resulted in a loss of service for 1 week. I have had Hello Mobile for a couple months. Everything has been great. I have the $25 unlimited plan. My phone was getting old, so I ordered a new one on Amazon.com. It arrived, and so I went to the Hello Mobile website to try to figure out how to change the service to a new phone. I couldn't find much information, and during Coronavirus shorter hours (where the phone would simply disconnect if you chose certain prompts), I decided to try the chat option on the website. It worked! I chatted with a guy who told me that the service would be transferred. I gave him my SIM card and MEID #s. He said everything was ready. I said that I was happy but would like to activate the new phone. He asked if I would rate his service, so I told him he did a good job, and he ended the chat. This was the beginning of the nightmare. I tried to activate the new phone, but it wouldn't activate. I contacted Hello Mobile via chat minutes later to ask about activating the device. He said it could take up to 4 hours, so I sat and tried to activate it for 4 hours. It did not succeed. The next day, the old phone lost service. What? Why? I called Hello Mobile to ask why the old phone lost service and why the new phone couldn't be activated. I needed help activating it. It was then that they informed me that the old SIM card was not compatible with the new phone and that a new SIM card was being shipped to me. They said that they automatically deactivate the old phone while the SIM ships. Couldn't they have told me that earlier? At this point, I was upset but hopeful that the new SIM would arrive quickly. No. It's been 1 full week since it shipped, and it still hasn't arrived. I expect it today. I hope. I haven't had phone service for a whole week. I didn't even get any warning that I would lose service. That's not right. I called today to ask if they would credit my account for a week of no service, and they told me that they don't give credits. I'm really disappointed. I've been telling people how great the service is, but now I'm telling people about the terrible service they have, especially if you want to switch phones. I'm telling my family who has Hello Mobile service, too. I hope someone reads this and can make this right, because I feel like this bad service warrants some action. I pay for a service, and I expect to be able to use the service... The representatives need more training and need to communicate all of the details of an action before asking if you actually want to do it. If I had known that service would be disabled on my old phone and I would need a new SIM card, I would have ordered a new SIM card from the internet and then asked to move service to the new phone. Losing a whole week of service without warning is unacceptable.

Initially I was told it was network issues. Today I find out Hello mobile disconnected my phone for a non payment but I paid the bill. I got a text reminder (11/20)from hello.mobile that my bill was due on 11/21. I went on to my hello account. and paid the bill. On 11/21 @ 10:27a.m. my phone stopped working. I called hello mobile and chatted with customer service representatives. I was told by both rep after verifying all my information that " the engineering department was aware of the issue and were working on it to get it resolved. They also told me that it could take up to 24-48 hours before my phone would be working again. I tried calling hello mobile 1:06 a.m. on 11/23 because I still not have service no answer because they were closed. I called the technical support this morning @ 6:59 technical support department. The representative told me that he apologized that my phone was not working and they were aware of the issue. He went on to say that the engineers were working on the issue. I told that I understood what he was saying but I wanted to make a formal complaint with there corporate office. I asked to be transferred because when I dial any number on my phone it goes to hello mobile. After going back in forth for about 10 minutes he finally says that he would transfer me. After about 7 minutes he gets back on the phone and tells the reason why mom phone wasn't working is because my payment was returned. I told him that it dies not show that according to my credit card transactions. He said if I pay the bill then my service would be restored. I said if my payment was the issued why didn't they say on they 21st and I could have used another firm of payment. Why didn't he say that immediately when call instead of saying that it was a network issue. I told him I use my phone for work and to communicate with the hospital where my mother is in ICU who have not been able to communicate with all weekend due "down network". I asked again to transfered to the corporate office to make a formal complaint about the service and was told that he couldn't until I paid the bill. I asked for his supervisor because my issue was no longer the $40 payment. It was about how everything could have been avoided with simple truthful communication. Supervisor finally gets on the phone apologizing for the lack of communication and still demands payment but can't guarantee when the phone would be back on. I told her in these times of COVID -19 it is critical to have a phone to function. I told her that I don't want you service. I tried calling every number available to.make a formal complaint which got me know where, nor could find anyone who speak with using a strip. I contacted my credit company to dispute the charge but it is still pending on there end. Hello mobile advertise unlimited 5g data but there are caps and slow downs. It was taking 5 minutes to open a page.

Purchased a phone plan w/ "UNLIMITED 4G LTE/5G Data". This top tier plan, never states any data caps or limits. Today I was flagged for to much usage. My account phone number is XXX - XXX-XXXX and I called to find out why my internet isnt working and after an hour I got a bunch of junk policy stating that I was flagged for excessive usage. Mind you I don't download anything on my phone and mainly use my phone for news, gps, podcast and a few videos now and again. This is daily normal usage yet they justify cutting me off by stating the terms of service. However just as their false advertising states "Unlimited data" , they have a term that states they can flag at their discretion anyone who they feel is excessively abusing their service. I am pretty sure that any legitimate company would define what this abuse could possibly look like yet they don't have a definition and claim their system automatically flags accounts. Well for me this is unacceptable, if you are going to claim that your service is unlimited and then stop people after they use 18gb then they should state this somewhere. With average data usage around 10 to 11gb per month I admit that I am above that I would not constitute that as abusive or excessive. Again if they have a system flagging people for usage at least they should have the transparency to state that they have a limit. This instead constitutes false advertising by stating unlimited data and then uses the "excessive usage" in their terms to justify cutting peoples data to their discretion without telling someone beforehand that this was a possibility especially at such a low threshold above the national average. If i was using 300 gb I could see it but again how can I know if it never states this anywhere as to what constitutes excessive usage. I mean if you think unlimited then I should get 300gb without getting cut off , unless it is clearly stated in the terms of service somewhere that 300gb is considered excessive. How else would I know what unlimited means if their is a cap that they don't tell you about. Instead they just impose their terms on me without any prior notification, nor warning, nor any clear terms stating that this could be a possibility, only the vague terms "excessive usage". I got capped and my data gets throttled to 0 data now and nothing could be done and I have to wait till my plan lapses this month and I have to adjust the next month knowing this is a possibility. This sounds kinda fishy that they can get away with this advertising to the public like that only to have their computers running in the background and flagging something that is contrary to what they are selling. This is from thier website FAQs word for word: "On Unlimited plans, you'll never run out of data, but speeds may be lowered during periods of high congestion" you can find this here https://support.hellomobile.com/how-does-hello-mobile-handle-high-speed-data/