Assurance WirelessReviews of assurancewireless.com

If I could give it 0 I would. I had an issue with my old phones volume. After trying to troubleshoot, I was told I was it needed to be replaced and a new phone would be sent, and return box included so I could return the unworking one. I received the phone, no return box. The phone already had a new number programmed into it, which was not even my old number, but not even the area code I live in. I called 6 times trying to get this new phone with the correct #. upon the 6th try I was informed I had to get a number phone number as my old one was no longer enrolled. I was looking at the account online and informed them yes it was valid and the details of my plan. They still changed my number and deleted the old one anyway. Do you know how tedious and time consuming it is to notify contacts through phone and online of your new phone, which was not requested. Worse service people, have no clue what they are doing and how inconvenient they are.

DON'T WASTE YOUR TIME. I'm currently 8 1/2 months pregnant. I lost my phone I called them up to terminate my account since Wednesday 8.31.22 & NOTHING is being done it's now sunday 09.04.22 & im on the phone with them every single day since wednesday. The phone is still active but going straight to voicemail. I gave them the reference number I had so far NOTHING is being done. Nobody here has any common sense about phones or anything I asked numerous times to please speak with A supervisor about this & NOTHING. I don't need this stress thankfully my husband put me under his phone plan now but I still would like my phone service terminated. The service & the camera on it sucks anyway so don't even waste your time or effort like I did.

This company and its employees do not know anything regarding the process you can call 5x in a row and get a different answer every time. It has taken me 2 weeks and counting to get a phone replaced. Each agent had different information including the Supervisors. If I could give them a negative rating it would still be to high

I have never dealt with a company in my entire life who is as unprofessional and incompetent as Assurance Wireless. From management down, no one knows how to do their job. A simple phone activation has taken over a month to take place. In addition to not knowing how to activate a phone, unauthorized, they try to change your internet service at the same time. To correct this, I had to contact the FCC and my internet provider. It is incredible that anyone who does this job day in and out never learns how to perform their job. The customer service representatives are always "confused", they don't have a working knowledge of their job duties or English even though they are servicing an English speaking nation. So you have to repeat yourself over and over again and they still get it wrong. The representatives are so bad that I had to get a T Mobile representative in a conference call with Assurance Wireless representatives to walk them through the process because they don't know what to do. The T Mobile representative had to do their job for them. The T Mobile representative and I have been on the phone with them for seven hours and I am still not sure it has been completed. There is no excuse for this. A one star rating is too high. It should be zero.

When I have a complaint about a company I write about it, but also when I’m happy with a service provided to me. I’ve had my free service through them for approximately 4 1/2 years. The coverage’s excellent. Internet works great. Texts and calls are surprisingly reliable. Phones are for free, so, they’re not the best. They broke down on three occasions within a year each, and every time a replacement was promptly sent to me. Here comes the best part: Customer Service is the best in the business. You can speak to a live operator in seconds or in a couple of minutes. I haven’t found one yet that is not courteous, efficient, and very friendly. I called for assorted reasons, from simple questions to hard technical issues. No problem! Now I replaced the last cheap phone they sent me with a good T-Mobile one (The Network they use) and my worries ended. Even HotSpot on the street from my phone to my computer works amazingly fast and well. I widely recommend this company.

Terrible customer service they are hard to understand and talk to fast and get frustrated when you dont understand them. I called about my phone being extremely slow and not holding a charge at all. They claimed they were going to send me a replacement and send a tracking number to my email, I gave them my email and 1 week later I received no email. That was the first call the second call, I called to ask why I haven't received a tracking number email for my phone and also my phone service was turned off. They filed it as lost and turned off the service. They told me I had to upgrade my plan to the unlimited plan which they haven't told me before on the last call. Then told me I had to apply for the acpbenefit plan which I was and still am already signed up and for over a year and a half. They told me still had to sign up again which they would not let me. and some much more crap. Their customer service is egregious. Worst of the worst.

My phone worked for a little over a month with spotty service, delayed text messages and dropped calls before it just shut off and wouldn't turn on or charge. I called Assurance Wireless T-Mobile / Old Virgin Mobile and they said they'd send out a replacement within 3-5 day's. I waited 3 weeks & I called back twice within that 3 weeks and each time it seemed as it was the first time that I'd ever called. They acting as if there was no records of my call and each time would give me a different confirmation number for my replacement phone that never arrived. They have a web tracker that supposedly tracks the order but it doesn't work. I have USPS informed delivery and that didn't show any deliveries either nor did FedEx or UPS. So I finally just bought a new phone service & called to cancel the Assurance Wireless T-Mobile service so I could apply the government aid somewhere else. They said they would cancel the service within 24 - 48hrs. So I waited 72 hours and the service was still active (verified by calling my voicemail). I called a second time to cancel the service and was told the same thing and I waited again 72 hrs with the same results. Well by now Assurance Wireless T-Mobile has charged the government another month of service for a phone that was only used for a couple of days the prior month. So I'm asking myself... Is this just a scam? Is this company just taking money from the government and giving really poor service or none at all? It kind of makes you wonder because each time I speak with Assurance Wireless T-Mobile agent within a day or two I receive an email from them stating everything has been taken care of... When they've done absolutely nothing. Then when you ask them for a supervisor they will stop talking to you and remain silent until you finally hang up the phone. I'm going to call again but this time I'm going to try this... In the beginning of the call they ask you if you want to take a survey at the end of your call. Select "yes" then when you do the survey select 0 for the quality of service they provide on every option. It will then ask you if you want to speak with someone else that might be able to resolve your issue. I think that might just be the only way to speak to someone that just might be able to resolve your concerns. UPDATE: It's definitely a scam... My voicemail is still active so I called back for the 3rd time in 12 days to cancel the service and once again I was assured by an Assurance Wireless T-Mobile agent that the account was taken care of and that he'd been working there for year's and knows what he's doing. So I stayed on the phone & left a "0" star review, followed the phone prompts and spoke to another representative. After the agent reviewed my account she also assured me everything had been handled. But only after asking the agent multiple questions and getting deep into conversation, it was then finally revealed that my service was "suspended" because I lost my phone. Then I advised her the word "suspend" has a different meaning then cancel or disconnect & that I never lost my phone it quit working about a month ago. So she then again put me on hold & then came back and said it would be handled within 24-48 hour's. That's the same thing the first agent I spoke with advised me when I tried cancelling about 2 weeks ago. I've made it very clear every time I've spoken with these agents that "I do not want the assurance wireless service or anything else to do with the company" I've even stated that I want these benefits to go towards my cable bill and that I have new phone service with a different carrier. The agent's at Assurance Wireless T-Mobile will not say the word "cancel" they are afraid of it. So now I'm waiting again to see the outcome of my call. I've now spoke with 4 agent's about cancelling my service and 3 agents about a replacement phone. Now when I call my old number with Assurance Wireless T-Mobile it rings busy... As if it's only suspended because if it was disconnected it would say the phone number is out of service. So I'm going to give it another 72 hours..., I've never been thru so much headache with a company before. I'm not sure how any of this is even legal.

I received my first free phone two weeks ago. The call drops. It goes mute. Now, when someone calls I can't always answer. When I do, I can't hang up. You can still hear the other person and talk but you can't see the dial pad and can't hang up. Then if you dial their number in contacts you put yourself on hold. I pay near $80, was 100, for my regular TMobile phone which is perfect. The network connection and I agree with everyone the customer service are horrible. From reading, I won't get a replacement and pay out of pocket with my old phone