Assurance Wireless Customer Service Issues

Archive 11

The following are issues that customers reported to GetHuman about Assurance Wireless customer service, archive #11. It includes a selection of 20 issue(s) reported December 13, 2021 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I am experiencing a weak signal on my UMX phone with the number [redacted] while living near Williams River. Texts take 30 minutes to send, calls are dropping, and verification texts for my accounts are delayed, leading to overdrafts. Please advise on possible boosters or solutions to enhance my signal reliability. Thank you. - MJH
Reported by GetHuman6904864 on Monday, December 13, 2021 12:11 AM
My name is John T., Sr., residing at [redacted] Merkley Ave., West Sacramento, CA [redacted]. Yesterday, my new phone was stolen, impacting my ability to email team members and watch church services on YouTube. I am willing to cover the extra costs for a better replacement phone to address these needs. The Assurance representative at the booth on West Capitol Ave., West Sacramento, CA [redacted], assisted me with the stolen phone. If feasible, I would like to provide the new phone to them at the same booth. I appreciate your prompt attention to this matter. Thank you for your assistance.
Reported by GetHuman-johntoma on Monday, December 13, 2021 9:45 PM
I received an email from T-Mobile/Assurance on 12/29 stating that my phone has been shipped, but there is no tracking number provided. The email references the phone number ending in [redacted], which I'm unsure about. I've been unable to log in to the Assurance webpage to track my order. I am eagerly waiting for an update on the whereabouts of my phone. Aaron S. 56 Oteen Church Road # [redacted] Asheville, NC [redacted]
Reported by GetHuman-elasticb on Tuesday, December 14, 2021 7:19 PM
On December 14, [redacted], I noticed an issue with my cell phone. It was working fine earlier in the day when I used it before heading to town around 2 pm EST. However, upon returning home at around 4 pm, I encountered a problem when trying to send text messages to my landlord and daughter. A message prompt appeared stating, "Message not sent. Unable to send SMS message without cellular service." Despite numerous attempts, the issue persisted. I also attempted to call for assistance, but encountered difficulties there too. It seems like there may be technical problems or a service disruption affecting my phone. Strangely, I can still use Facebook Messenger and access the internet. As this is my only means of communication, particularly as I am disabled and alone, I urgently require assistance to resolve this issue promptly.
Reported by GetHuman-ritaskel on Wednesday, December 15, 2021 2:47 AM
Assurance Wireless sent me a letter on Nov. 20, informing me that I would receive my phone within 10 to 14 days, but it hasn't arrived yet. When I called on Dec. 13 to expedite the process, they assured me it would be delivered by Friday, Dec. 17, and I would receive a tracking number via email. However, no tracking number was provided. Instead, I received an email stating I would need to wait another 10 to 14 days from that day. Frustrated, I contacted them on Wed. Dec. 15, and a representative mentioned another 40-day delay. This situation is challenging due to shipping issues, but the prolonged delays are unreasonable. I expect them to deliver my phone promptly or I may escalate this matter to the authorities regarding the discrepancy between the service promised and provided, as this seems like a case of potential government fraud.
Reported by GetHuman6919401 on Thursday, December 16, 2021 4:36 PM
The UMX phone you sent me a couple of years ago takes up to 30 minutes to boot and often turns off abruptly during calls. I was informed it has a terminal bug. It's concerning as I need it for emergency help due to my health condition. I've completed all setup steps, but the phone lacks a phone number. I urgently need a working phone as I have a serious heart condition. Please provide a sim card to activate the phone. When I called [redacted], I was informed my account is restricted. I seek clarification on the reason behind this restriction. Thomas L. [redacted] NE Hembree St. McMinnville, OR [redacted] ([redacted])-[redacted] [redacted]
Reported by GetHuman6923490 on Friday, December 17, 2021 4:30 PM
Good afternoon, I recently received a new phone from Assurance, but I already have broadband services with another company. I don't need the broadband services which Assurance is offering. Currently, I cannot access the internet on my phone due to Assurance's involvement with my old phone. I am requesting to receive only the regular phone without any additional services. Kindly remove my name from your broadband services as it is interfering with my current broadband setup. Thank you for your assistance. Delores W. [redacted] Madison Avenue #5C NY, NY [redacted]
Reported by GetHuman6924079 on Friday, December 17, 2021 6:41 PM
Hello Assurance Wireless Customer Service, I received a Schok mobile device from Assurance Wireless in October [redacted] through the Lifeline program. I encountered issues trying to activate the device, leading Customer Service to send a replacement device in November. After persistent efforts, the new device with number [redacted] was activated, and the defective one was returned via FedEx Ground. However, the replacement device also has problems as it is not compatible with earphones and disconnects calls at 50% battery. I would like to transfer the SIM card to an iPhone for better functionality. Please assist in transferring the SIM associated with the number [redacted] to an iPhone to ensure uninterrupted Lifeline service. Thank you, Rajeevalochana K.
Reported by GetHuman-rajeeval on Friday, December 17, 2021 10:18 PM
Good morning, I am attempting to reach a customer service representative, but I am having difficulty getting through on my cell phone. I closed my account with your company a month and some days ago. Last Friday, I noticed a charge on my account for a Lifetime service that was activated even though my account was closed on 11/26/[redacted]. I no longer use your service, therefore, please deactivate it immediately. I spoke with a customer service representative on the phone on November 26, [redacted], to have the service disconnected. I also sent an email on the same day stating my desire to cancel the service. If the service is not disconnected today, I will be forced to escalate the matter to Lifetime service or the Government. I urgently require a representative from your company to contact me. I have been trying to call multiple times this morning between 7:58 am and 8:09 am but have been unable to connect. Please call me at your earliest convenience, as I am unable to reach a representative or receive a response via email. My Cell phone number is [redacted]. Thank you, N.S.
Reported by GetHuman-cuquixiq on Monday, December 20, 2021 2:10 PM
I am a customer who participates in the Lifeline program. I am 63 years old and have been using the service for over a year. Unfortunately, my phone was recently cut off without explanation, and I was informed that the service would be restored by the 19th. As someone on a fixed income below the poverty line at $[redacted] a month, being without phone service is a major issue for me, especially since my phone doesn't work most of the time. I had applied for and been approved for unlimited talk, which was supposed to start this month. Given my health issues, it is crucial for me to have a phone that works consistently to seek medical assistance. Despite reaching out to the support team, I have yet to see any resolution. I am in urgent need of assistance as I am alone and have mobility limitations. Thank you, Trudie Hoffmann.
Reported by GetHuman5845621 on Wednesday, December 22, 2021 11:54 PM
Hello, I am Wanda Hernandez, and I need to report my phone as stolen. I live in Pennsylvania and am disabled. I would like to inquire if it can be replaced at no cost because unfortunately, I cannot afford a new one. I manage all the bills, rent, and groceries in this household. Please help me. My address is 1 Main Street, Apt 2, Russell PA, [redacted]. Unfortunately, I do not remember the stolen cell phone number. Thank you.
Reported by GetHuman6945845 on Thursday, December 23, 2021 7:10 PM
I have been an Assurance Wireless customer for several months, and everything has been going well. However, about 4 days ago, there was an incident that is now preventing me from using any of the services. I have had to rely on my neighbor's Wi-Fi, which has been quite challenging. Whenever I disconnect from the Wi-Fi, I see an 'X' in the top right corner, indicating a service problem and losing internet connection. I have tried restarting and resetting my phone's networks and Wi-Fi Bluetooth, but nothing has worked. I received the text confirming my service for the next month, but when I tried to use the hotspot to watch TV, all connections showed issues, and I couldn't sign in properly. Despite numerous attempts over the last 3 days, I couldn't get past the PIN entry as the login button didn't highlight. Occasionally, choosing "Use this Network As Is" briefly connects, but the problem persists.
Reported by GetHuman-grayleb on Friday, December 24, 2021 9:19 AM
I am inquiring about getting a replacement phone since I have lost mine recently. My name is Erica N. and I am a Sherance Wireless customer using EBT food stamps and SSI. I apologize for the delayed contact due to the lost phone. Any assistance in sending a new phone would be greatly appreciated. Thank you and best wishes for the holiday season.
Reported by GetHuman6948408 on Friday, December 24, 2021 4:39 PM
I tried to contact Assurance Wireless via phone but couldn't get assistance with logging in. I'm having trouble activating my new smartphone, a Schok SV55. I haven't received instructions on how to start using the phone, and as a senior citizen, I'm finding it difficult. I used to struggle with my old Assurance Wireless smartphone before T-Mobile replaced Sprint. The phone keeps asking for a code, and I prefer not to have a Chinese smartphone.
Reported by GetHuman-gmythril on Thursday, December 30, 2021 1:51 AM
Three months ago, I was informed that my phone needed to be replaced due to the carrier switch from Sprint to T-Mobile. Subsequently, my phone stopped working, and I was notified via email that a replacement was on back order. After waiting for about three weeks, I received a new phone which turned out to be faulty due to a defective sim card. Another sim card was promised and arrived a couple of weeks later. Despite various attempts by different customer service representatives, the phone only dialed T-Mobile and connected me to Assurance Wireless. After numerous calls and discussions with several representatives, it was agreed to send me yet another new phone, which, once again, was placed on back order. Finally, after a few more weeks, I received the replacement phone, only to encounter the same issue of only being able to call T-Mobile and being redirected to Assurance Wireless. Upon contacting customer service again, I was informed that I no longer qualified for Assurance Wireless as I had not used the phone at least once a month. Despite their offer to add free minutes, I was then directed to reapply online, only to find out that Assurance Wireless no longer partners with the Oregon free phone plan. This situation is frustrating, and I am unsure how to address it. Perhaps new management would be beneficial in resolving these ongoing issues.
Reported by GetHuman6970281 on Friday, December 31, 2021 3:56 AM
I've been dealing with a service disconnection for a couple of days now. Despite speaking with several customer service representatives, the issue persists. I was instructed to turn my phone off for 5 minutes and then back on to restore service, but this solution has not worked. Having my phone is crucial for school and setting up my internet for educational purposes. I kindly request assistance in resolving this matter promptly. Thank you for your attention.
Reported by GetHuman-lonavanv on Friday, December 31, 2021 7:35 AM
Hello, my name is Rolderick Lemons, and I can be reached at [redacted] I am following up on my request for government assistance for a phone. A staff member at my Personal Care Home assisted me with the process, but I am uncertain if the order was for me or for her. She provided me with the account number: Q88[redacted]9 [redacted]10 [redacted]2. Could you kindly verify the status of my request? Thank you for your assistance, and I hope you have a great day! Best regards, Rolderick Lemons.
Reported by GetHuman6972076 on Friday, December 31, 2021 5:50 PM
I need to update my phone number with MetroPCS as I am facing financial difficulties due to long-term effects from COVID-19. I want to switch my current number [redacted] to my preferred number [redacted]. I own a factory unlocked Note 8 and would appreciate instructions on how to keep my number and swap the phones. Please email me the step-by-step process, as I struggle with phone calls due to hearing issues and language barriers with customer service. My email is [redacted] I hope to receive the necessary guidance from you soon.
Reported by GetHuman6976554 on Sunday, January 2, 2022 9:58 AM
I have activated my new phone, but I was not provided with the PIN for it. My account PIN does not work, and when I try to use the old phone, it directs me to the SPRINT connection, asking for payment to make a call. I am unable to find a chat option for immediate assistance, which is frustrating. It seems illogical to rely on US Mail or phone calls in situations where the phone is not functioning. I am disappointed with the lack of alternative contact methods for assistance. If I could afford it, I would have chosen a different service provider than Assurance.
Reported by GetHuman6978426 on Monday, January 3, 2022 12:29 AM
Dear Concerned Party, I received the WIKO Brain Dead Phone with FedEx Tracking number [redacted] [redacted] on the evening of Wednesday, January 5th. Since December 10th, I have been informed that my phone was shipped, and I should expect delivery in 3 to 9 business days. I reached out via email on December 21st and in January, seeking clarity on the whereabouts of my phone. It has become apparent that there was a discrepancy with the shipping information provided by Assurance Wireless. The phone I received seems to be a returned item from a previous dissatisfied customer, as it is not functioning correctly. I will return this phone via Priority Mail and request a replacement as soon as possible. Sincerely, Albert W. [redacted] NW 57th Street, Apt# [redacted] Seattle, WA 98[redacted]
Reported by GetHuman-albiecin on Saturday, January 8, 2022 5:55 AM

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