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Total Wireless Complaints 88

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11:12 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Total Wireless Authenticating process

This company is horrible. I cancelled my dad's phone because it was lost. Found it and tried to get it turned back on. It's been off for months. To authenticate it they ask for the last 4 digits of the most frequently used phone # for the past 60-90 days. It failed because the phone has been off for more than 90 days! The other question is what credit card has been used for the past 60 days. Again, it failed because it's been off for more than 60 days. There is no way in hell it will get authenticated! Asking for a supervisor or any other option is useless. The rep keeps asking to authenticate it and states that they are fully trained to help you. It's a never-ending loop! And there is NO Supervisor!

Desired outcome: Ruen on my phone!!!

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MattSL
Medley, US
Nov 11, 2022 4:17 pm EST

Hi madashell1234. Please accept our heartfelt apologies for any inconvenience this has caused you. This is not how we want to serve you. Please understand that it was never our intention to cause you such anguish. We truly understand your frustration, and we have done our utmost to provide exceptional service over the years. Allow us the opportunity to make amends and assist you. Please chat with us via this link https://www.simplemobile.com/contactus, or call us at [protected]. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

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9:06 pm EDT
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Total Wireless No help tech support

I have been trying to activate a new phone for 2 days and have been dropped in the middle of getting anywhere 5 times. In all the hours on the phone the only thing they managed to do was change my wife's phone number which I didn't ask them to do. Now I have 2 problems. what great support they are. Then when I try to call now it says my call can't be completed due to technical difficulties. Imagine that. They have a lot of technical difficulties.

Desired outcome: I'd appreciate a response with a solution to my frustrations. This is so unprofessional.

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AlexTrac
Medley, US
Oct 29, 2022 5:27 pm EDT

Hi zxcvbn12345. We really do apologize for the inconvenience you have encountered with our customer service. This is not the experience we want our customers to feel. Our main focus is to provide an excellent service to all our clients, and we know that there are things to improve. Focusing on our quality of Customer Service is our priority. We will definitely take your comments very seriously and want to know more about your bad experiences, so we can focus on them and come to a solution. Give us a chance to redeem ourselves and help you out. Please chat with us https://www.totalbyverizon.com/support/contact-us, or call us at [protected]. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

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C
9:12 am EDT

Total Wireless Android Issue

Cannot receive or make calls on my total wireless Android plan. I called 10/14/2022 and spoke with technician who could not help me. She was going to transfer me to a more knowledgeable technician however I got disconnected. So I called back and had to go thru same procedure however, got hung up again for total of 6 times and still no results. T-Mobile.

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AlexTrac
Medley, US
Oct 29, 2022 5:30 pm EDT

Hi Chet Zelgowski. Please accept our deepest apology for this experience. We do not want our customers to encounter issues about the service we offer. Don't you worry. We will take further steps to remedy this problem as soon as possible. For further assistance, please chat with us via this link https://www.totalbyverizon.com/support/contact-us, or call us at [protected]. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

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zxcvbn123456
Fort Dodge, Ia. 50501, GB
Oct 26, 2022 8:59 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

I have the same problem. They dropped me on transfer 2 times and dropped me 2 times on call backs. Now I call and it tells me the call can't be completed due to technical difficulties. I'm leaving this cluster f---. They're gonna lose a lot of customers. I've been trying to get my new phone activated for 2 days and all they've managed to do was change my wife's phone number which I never requested. [censored]ing idiots. You can't reach them and they don't care. You click on chat so maybe you can understand what they're asking you but the chat doesn't work either. They never have any trouble collecting your money though do they?

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AlexTrac
Medley, US
Oct 29, 2022 5:26 pm EDT

Hi zxcvbn123456. We really do apologize for the inconvenience you have encountered with our customer service. This is not the experience we want our customers to feel. Our main focus is to provide an excellent service to all our clients, and we know that there are things to improve. Focusing on our quality of Customer Service is our priority. We will definitely take your comments very seriously and want to know more about your bad experiences, so we can focus on them and come to a solution. Give us a chance to redeem ourselves and help you out. Please chat with us https://www.totalbyverizon.com/support/contact-us, or call us at [protected]. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

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1:31 pm EDT
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Total Wireless Phone warranty and replacement

My son purchase a $800 phone,S22 in January of 22 and the screen started glitching and jumping, sometime unresponsive, We was told to send it back on August 28 and Once they receive the phone they will ship out the replacement.

We printed the label they provided and immediately sent it back to them.

So we are still waiting and im calling every week, they are telling me they don't have any refurbished phone of the same they can send.No refunds, no similar phones they can send. Its been a horrible experience.

I just want this resolved.

Desired outcome: A similar phone in price, or a refund.

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AlexTrac
Medley, US
Oct 29, 2022 5:24 pm EDT

Hi TJone73. Please accept our deepest apology for this experience. We do not want our customers to encounter issues about the service we offer. Don't you worry. We will take further steps to remedy this problem as soon as possible. For further assistance, please chat with us via this link https://www.totalbyverizon.com/support/contact-us, or call us at [protected]. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

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2:09 pm EDT

Total Wireless I would like some kind of compensation for the undesired amount of stress and gas that we have used going between the 2 stores for 3 days.

We are trying to switch service for 3 days. One of the phones will not get a text from the service to get the TPN. The customer service representatives are a bit shy of incompetent and really rude. Because there isn't anyone between the local store or elsewhere that can figure out we are having to work in day 4 tomorrow. I'm an epileptic patient and stress is what I'm told to avoid. I have never had such an issue with switching service. It's almost as if they are trying not to let us switch.

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AlexTrac
Medley, US
Sep 15, 2022 5:56 pm EDT

Hi Briskit. Our sincere apologies for the inconvenience you have encountered with our service. Please know that it is never our goal to let you experience such troubles. We really do understand your frustration, and we are doing our best to provide quality service all throughout the years. Give us a chance to fully evaluate your situation and help you out. For further assistance, you can chat with us via this link https://www.totalwireless.com/contactuss, or call us at [protected]. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

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C
9:55 am EDT

Total Wireless MMS messages

I have made multiple calls and chatted on the computer multiple times with tech support and they only ask my imei number my sim card number then tell me to restart my device it has yet to work. I need to be able to get my MMs messages for business purposes if this cant not be fixed i will be forced to cancel my service ask for a refund for the remaining time on my service plan as it is paid in full for the next three months. as well as contact the BBB and verizon to inform them how crappy the service is with their total wireless

Desired outcome: I want a full refund or i want them to fix it to where i dont have this issue and i can receive MMS message and them not come thru showing expired.

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AlexTrac
Medley, US
Sep 15, 2022 5:53 pm EDT

Hi Chris Boyles. Our sincere apologies for the inconvenience that this has caused you. Please know that it is never our goal to let you experience such troubles. We really do understand your frustration, and we are doing our best to provide quality service all throughout the years. Give us a chance to fully evaluate your situation and help you out. For further assistance, you can chat with us via this link https://www.totalwireless.com/contactuss, or call us at [protected]. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

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1:44 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Total Wireless Unacceptably poor data connection

Our wireless connection through Total Wireless has been poor since we subscribed 6 or 7 years ago. Three weeks ago, shortly after Verizon announced their takeover of TW, it almost disappeared. Yesterday I spent a couple hours with Total Wireless attempting to fix this. Even they conceded that Verizon's tower was unacceptably too far from us (almost 20 miles). I thought the government had a policy of ensuring broadband availability to all Americans, even in rural areas?

Desired outcome: Build a new tower near us! We will even offer land for that purpose!

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MattSL
Medley, US
Sep 09, 2022 9:20 am EDT

Hi Doctord43. Our sincere apologies for the inconvenience you have encountered with our service. Please know that it is never our goal to let you experience such troubles. We really do understand your frustration, and we are doing our best to provide quality service all throughout the years. Give us a chance to fully evaluate your situation and help you out. For further assistance, you can chat with us via this link https://www.totalwireless.com/contactuss, or call us at [protected]. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

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12:12 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Total Wireless I cant add a number to my plan

I recently went from a 2 device plan to a 3 device plan. I was able to add the new line and 1 of the lines from the 2 line plan but the other line would not transfer. I was told that the other line had a lease agreement on it so it wouldn't transfer. I had this phone for 2 years. I bought it refurbished through Total Wireless. I have about 8 hours on the phone and on online chats trying to get this resolved. Many times I have been hung up on without any aggression on my part. I just want to have a 3 line plan with the phones I have.

Desired outcome: I just want to have a 3 line plan with the phones I have.

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MattSL
Medley, US
Aug 07, 2022 8:16 pm EDT

Hi PeacefulDT . Please know that it is never our goal to let you experience such troubles. Our sincere apologies for the problems that you went through with our service. We really do understand your frustration, and we are doing our best to provide quality service all throughout the years. Give us a chance to fully evaluate your situation and help you out. For further assistance you can chat with us via this link https://www.totalwireless.com/contactus, or by calling [protected]. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

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9:59 am EDT

Total Wireless Porting to a new carrier

I decided to move my mobile service to another carrier and had nothing but problems. My new carrier called Total Wireless and the agent said that they released my number. Yet, when I installed the new SIM card from the new carrier, the phone would not activate. After much back and forth, the new carrier sent me to get another new SIM card to their local store. After installing the new SIM card it didn't work. I then went to APple to have them investigate and they sent me back to the new carrier. After a couple of hours we determined that Total Wireless had not unlocked my phone. The Customer Service rep at TW said it was because I had not specifically requested that they do so. Then, the Rep told me she unlocked it but it could take up to two days for me to get the EMailed instructions on how to activate or deactivate my phone. It has now been one day and I still cannot activate my phone. I just want to alert others that though I had a good experience with Total Wireless, getting this divorce has been difficult. In my opinion, it shouldn't take two days to get an email... nor should one have to specifically ask to have my phone unlocked when leaving.

Desired outcome: Please let me go....unlock my phone and send the EMail

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bozoman99
Kent, US
Sep 29, 2022 11:24 am EDT
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Total Wireless deliberately deceptive and false marketing claims offering 5G

The purpose of this complaint is to document the deceptive and fraudulent marketing practices of Total Wireless in advertising 5G service but only sending out sim cards capable of 4G LTE service. I have been a customer of Total Marketing for several years. Over this time, I have constantly been in touch with customer service and tech support reporting the lack of 5G service. Total Wireless marketing clearly and falsely claims they offer 5G services over the Verizon network. When I original signed up with Total Wireless, I lived in a small, rural area in south Florida so I was not concerned that I did not have a 5G signal. For the last two years, I now live in metro Atlanta, which clearly shows on Total Wireless coverage map to be in a 5G coverage area. Recently Total Wireless has been renamed Verizon – Total Wireless so I went to a local Verizon store in XXXXXXXX, GA to ask about the lack of 5G service on my 5G compatible phone. The staff at the store seemed to be unaware of the merger so I showed the text on my phone with the announcement. They then denied any association with Total Wireless and only offered that “yes, Total Wireless runs on our network.” All three associates at this location phones were showing a 5G signal on their phones yet my phone was only showing a 4G LTE signal. They did not offer any help to resolve the problem but told me to contact Total Wireless customer service. Upon my return home, I once again contacted Total Wireless customer service and when through the hour-long process of verification, testing, and assurances that I was actually receiving a 5G signal but “I just can’t see it”. I escalated the call to the next level “customer service agent” and he promptly told me I needed to order a new sim card. I asked him why I needed a new sim and he said my existing sim card only offered 4G. That was the first time anyone at Total Wireless admitted that my sim card was limited to 4G even though had been paying for and expecting to receive 5G service for several years. I told the agent about my recent Verizon store experience and he continued to tell me I needed a new sim. I told him to send me a new sim and he said I would have to pay for a new card. I reiterated the fact that I had been paying for 5G for years and the least Total Wireless could do to fix the problem would be to send me a new sim immediately. The tech sent a link where I could purchase the card. The new card was only $.99 cents but it was the principal of the problem that was infuriating. They had been deceiving me for years and now would not even consider sending a $.99 cent card to correct the problem. I ended the tech support call and attempted to use the link to purchase a new 5G compatible sim card. The link did not allow the purchase to be completed, gave me an error message with another phone number to call for a live agent (sales department?) who, in theory could complete the sale of a new sim. I called the number went through another 30 minutes of questions, “verification”, credit card information, etc. and the live agent was unable to complete the purchase and asked me to “call back later”. I called Mint Mobile and signed up for their service. I have a previous complaint on file with FCC, Ticket No. XXXXXXX documenting Total Wireless failure/refusal to port my number to the new vendor.

Total Wireless has demonstrated a deliberate, deceptive and fraudulent pattern of cover-up of the fact their sim cards only allow 4G reception when advertising and promoting their “5G” service. Total Wireless should be fined; their fraudulent marketing activities terminated and required to return all funds collected from customers due to their fraudulent marketing campaign that has gone on for many years. Total Wireless clearly has no intention of offering 5G service when they know they are sending only 4G capable sim cards to thousands of customers. They have trained and carefully coached their customer service and tech support people to be deliberately deceptive and support this corporate supported lie. By copy of this complaint, I ask that you take all possible punitive action against this illicit, fraudulent marketing scheme that defrauded thousands of Total Wireless customers and continues to this day.

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MattSL
Medley, US
Aug 07, 2022 8:14 pm EDT

Hi Catherine Bozarth. We really do apologize for the inconvenience that this has caused you. This is not the experience we want our customers to feel. Give us a chance to fully evaluate your situation and help you out. For further assistance you can chat with us via this link Give us a chance to fully evaluate your situation and help you out. For further assistance you can chat with us via this link https://www.totalwireless.com/contactus, or by calling [protected]. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

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Gift of Life
US
Jan 08, 2023 5:42 pm EST
Replying to comment of MattSL

This is scripted. Typical of Total by Verizon. I hope Total by Verizon starts doing and providing the service we pay for and stop playing with people's emotions and our money!

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C
9:39 am EDT

Total Wireless im complaining about my phone services

i sent them my old phone it took me 2 days to send it. but when they want to send it to me it takes them almost 2 weeks i need my phone to make calls iv been waiting for over 1 week now its not fair to make people wait for their phone to come back to them everyone has a life u know.

Desired outcome: i want my replace phone back this week!

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4:04 pm EDT

Total Wireless Everything

I bought a phone online through the website. I recieved the phone and have not been able to use it at all. Then when you call everyone continues to ask if your still there like they are rushing you off the phone. After being hung up on 14 times and then being rush more we troubleshoot. Nothing works. I then go and buy another SIM card. It doesnt work. Then I ask to get a port pin and they tell me that i dont even have a phone through them. I am elderly and this is how they treat he elderly. Now they wont even refund my money or take my phone back.

Desired outcome: I want to switch companies with my same number.

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Herbert Lubitz
US
Jul 05, 2022 7:00 pm EDT

I had bought a NOKIA C100 cell phone here in GRIFFIN GA on 6/29/2022 at a DOLLAR GENERAL in GRIFFIN, GA and on 6/31/2022 the phone stopped accepting calls because it would not stop going into "DO NOT DISTURB" mode and when it would get a call I could not get the answer button to connect with the caller. I just went back to the DOLLAR GENERAL to get a return refund and they refused to return the unit band told me I had to call TOTAL WIRELESS to get my refund. I tried to get a refund from DOLLAR GENERAL Today 7/5/2022.

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11:07 am EDT

Total Wireless Moving phone number to another phone

My phone was stolen at work and reported to Apple and Total Wireless.

A couple days later, my husband called customer support to see if we could transfer the number to one of our son’s older phone. He was told yes. After a three hour call, customer support said we’d receive an email confirming the transfer.

No email came, so my husband called again this weekend. The quality if call was horrible-constant noise in the background and representative’s English/accent so strong that we could not consistently understand her. After about forty minutes, he switched to chat. Long effort made short-we’ve spent hours and still have no cellular service.

Please solve immediately-tired of excuses.

Sincerely, Tawnya Kuhn

Desired outcome: Cellular service restored as promised

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12:15 pm EDT

Total Wireless Total Wireless e-mail access to outlook.com [protected]@outlook.com on flip two

This problem is in phone access, it is not present in my email on a computer.

when opening my account by a computer.

when I open my e-mail on my phone by going to outlook via google, the account at outlook [protected]@outlook.com opens on my phone.

1) on my phone I cannot click on the EC to open the list of folders archive, sent etc.

2) when I click on an email it does not open to read and I get a box reply to all

3)when you click on the box it opens to four arrows and none of them seem to do anything like forward, move to folder etc. though I do seem to be able to snd a new e-mail and even put attachments on it. I cannot forward it etc.

4) Nor do I seem to be able to sign out of my account.

5) if I just go to e-mail seems to be working but I am not sure people are receiving. they do not text back even when asked.

6) it would seem someone has invaded my my phone is for ministry. I have a legal dba in Westchester for ministry (Christian)

Thanks,

Eric W. Clark

[protected]

[protected]@outlook.com

Desired outcome: Please correct and get them/it out of phone

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2:56 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Total Wireless Total Wireless

I first contacted Total Wireless on March 1st via chat for questions regarding make a phone purchase. I ended up purchasing two different phones for the total amount of $363.43. I made the payment through paypal. I recieved a confirmation from paypal but not one through Total Wireless. I then contacted them again on March 5th after still not receiving a confirmation, an order number, or any shipping information. I did this via Chat first. I have proof of this chat in pdf form as well as the paypal receipt. I was told by the chat person that I needed to speak to someone in a different department. I then spoke to FIVE different people on 3 separate phone calls. In the initial phone call that was scheduled by the person in the chat, I spoke to two people. I was told by the first person that they could not access that information and I needed to be transferred to a different department. Same story for the second person. Upon being transferred I was disconnected. I then called back two other times, both of which I was told there was no order under my email address or phone number and I would need to be transferred. To which I was transferred two more times and disconnected each time. I feel that I was scammed in a major way. Since I paid through paypal and I have the documentation to prove it, I would like to have this issue resolved by a refund of the full amount that I paid.

Desired outcome: I would like a full refund in the amount of what I paid $363.43.

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3:46 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Total Wireless I wasn't able to transfer thousands of points from my old phone to my.new phone.

I have spoke to several people over the phone to total wireless and been on the phone for hours! It's ridiculous that no one can transfer my points to my new phone from my old phone. I have been a customer to total wireless for years and I can't get the proper help that I need. I'm going to a phone company that If I have any issues that I can go directly to the store and talk in person!

Desired outcome: Very disappointed on the service and the communication from total wireless

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1:16 pm EST

Total Wireless i am aproved through acp and no service [protected]

i have been calling for 5days now i have spent hours on hold only to get hung up on over and over. they say my phone should be on and yet still no phone and its going to cost me my job u would think being a customer for years u guys would atlest give me free mins till u guys figure whats going on and sop lying and when the phone hangs up call me back

Desired outcome: turn my phone on till you guys figure out whats wrong so i donnt loss my job

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1:20 pm EST

Total Wireless Internet speed on 5G network with Samsung Galaxy S20 FE 5G

I purchased a new unlocked phone from Samsung which supports 5G. I had been on total wireless for a while. Then I ordered a new SIM card from total wireless and called them after receiving the SIM card to ensure it is activated. But every time I am in an area where the phone detects 5G signal, the internet is completely unusable. Tried to chat with a guy named Guillermo and what a rude guy he was. Ended up disconnecting and calling the phone line again! Not sure if the issue will be fixed this time.

Desired outcome: My phone should work with 5G network

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mikei'mgettingfedup
springfield, US
Jan 09, 2022 4:48 pm EST

I have the same issue with my Galaxy Note 20 Ultra 5g. Ever since the announced purchase by Verizon I've had this issue. I never get 5g or 4GLTE, only LTE+ or LTE ans when I'm on the phone I can not browse the internet.

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9:34 pm EDT

Total Wireless Autopay services

In the beginning everything was fine. The autopay worked. Then after a few months our phones kept getting shut off on the day the payment was due. The autopay was being shut off. They blamed us and said the bank was rejecting the payments. Our bank said no they weren't. Every month we called and complained. They said they fixed it. Now my autopay keeps getting shut off and my husbands phone keeps getting deactivated.

Desired outcome: Fix the computer glitch

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8:36 pm EDT

Total Wireless I purchased a new iphone 8 plus from the total wireless online store

I had the worst possible experience purchasing the iPhone 8 Plus and when I finally got it they had sent me a refurbished iPhone 8 Plus. I saved my reward points for two years and put money with it and then I sent it back to get the one I paid for but never got anything because they claim they didn't receive it. Fed ex said they had to receive it. Help me!

Desired outcome: the new iPhone 8 Plus and $60 plan I purchased

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7:36 pm EDT

Total Wireless Iphone SE Purchase with a 2 Line Plan When Renewing

I purchased a 2 Line plan for $60 for 30GB. When I tried to add the second line, I was asked for a PIN. I was never give a PIN since the service was paid for online with PayPal. Now, when I try to log on on my MacBook, it doesn't recognize my password. When I tried to reset it 3 times, it accepted it, but when I tried to log on with the new log on passwords, the site will not recognize my new password.

The customer service representative had a language barrier and kept asking me for what method of payment did I want so that I could add the new line. I kept telling him I already paid! He wouldn't stop asking. I eventually hung up after he asked 6 times to put me on hold for 2 minutes.

This service is confusing, isn't clear on what needs to be done to ensure the next service purchase and requires us to keep these red cards with SIM card numbers on them even though there were never instructions to keep them. Thank god I kept mine!

Desired outcome: Add the second line to the plan I purchased!

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About Total Wireless

Total Wireless is the brand that brings the best value in wireless to America. We will give control of cell phone plans back to the people.

Overview of Total Wireless complaint handling

Total Wireless reviews first appeared on Complaints Board on Feb 17, 2016. The latest review Service not compatible with phones not Samsung Apple or ones they sell was posted on Sep 11, 2024. Total Wireless has an average consumer rating of 1 stars from 88 reviews. Total Wireless has resolved 0 complaints.
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  1. Total Wireless Contacts

  2. Total Wireless phone numbers
    +1 (866) 663-3633
    +1 (866) 663-3633
    Click up if you have successfully reached Total Wireless by calling +1 (866) 663-3633 phone number 0 0 users reported that they have successfully reached Total Wireless by calling +1 (866) 663-3633 phone number Click down if you have unsuccessfully reached Total Wireless by calling +1 (866) 663-3633 phone number 1 1 users reported that they have UNsuccessfully reached Total Wireless by calling +1 (866) 663-3633 phone number
  3. Total Wireless emails
  4. Total Wireless address
    9700 NW 112th Avenue, Miami, Florida, 33178, United States
  5. Total Wireless social media
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    Checked and verified by Nick This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Sep 11, 2024
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Total Wireless is ranked 66 among 139 companies in the Mobile and Cell Phones category

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