Total WirelessReviews of totalwireless.com

I have been a total wireless customer for more than 6 years. For the most part it has been fairly good and straight forward. Customer service has always been difficult for me because it is hard to understand the very poor english that most of them speak. Usually I just hang up and call back until I get someone I can understand. It is kinda funny because a "guy" always comes on the phone and says he is checking my phone for problems (which I didnt say I had problems with the phone) and then tells me "Good news... I found a problem and corrected the issue" Please reboot your phone and see if that corrects your issue... But if I do that I disconnect the phone call.... LOL. Anyway... I regress. I had a Legacy Plan (old plan) for 3 phones for $85 per month. But I was told I could not use their APP any longer because I did not have an 5G Unlimited Plan. So I called to change my plan... I was quoted $85 for 2 phones $55 plus $30 for the second line... ok COOL!! Dont get excited....4 hours later we are back on my same plan because they could only update 1 of my 2 phones to the 5G Unlimited Plan... So they now charged me the old $85 Legacy price for one phone and the new $55 Unlimited plan on the other phone.... Total $138 after prepay discount and taxes. I was not going to pay $138 for 2 plans. I wanted my old plan back but she claims the system cant do that. I wanted to talk to her supervisor (asked her about 10 times) and she said she cant do that either. I continued to tell her I was not going to pay $138 for the monthly service and she said she couldnt do anything else so I finally just hung up and am looking for a new phone service tomorrow. The person on the phone yesterday (talked to her about 2 hours) told me Total Wireless are getting lots of customer complaints because they are having issues upgrading to the 5G unlimited plans. No kidding!!! After many hours on the phone and trying to get service I am done..... GOODBYE TOTAL WIRELESS.

2 separate customer service agents lied through their teeth to me saying they escalated an issue just for another agent to say nothing was ever escalated. THEY WILL SAY ABSOLUTELY ANYTHING TO GET YOU OFF THE PHONE. It's as if they are paid by the number of chats they have so they try to go through as many as possible and gaslight you into thinking they are fixing your issue.

A Terrible Experience with Total Wireless My recent experience with Total Wireless has been one of the worst I've ever had with a cell phone provider. Back in September, I activated five lines through their promotion to switch from T-Mobile. Everything worked fine, even during a two-week trip to Mexico shortly after activation. However, I encountered a major issue on December 1, the start of my new billing cycle, while on another trip to Mexico. Three of my lines lost internet access, although they could still make calls and send texts. I reached out to Total Wireless through their web chat portal to resolve the issue. The representative insisted that Total Wireless does not support roaming in Mexico. This was a blatant contradiction to the fine print on their website, which clearly states that customers are allotted 10 GB of data while roaming in Mexico. After going back and forth for about an hour, I provided evidence from the website to prove my case. Unfortunately, since I was on the affected phone connected to local Wi-Fi, I couldn’t do much troubleshooting. The representative told me to switch to another device and call back, effectively ending the conversation without resolution. The following day, I called customer service instead of using the chat. This time, the agent made a genuine effort, trying various troubleshooting steps like refreshing the signal, resetting network settings, and adjusting APN configurations. Nothing worked. The agent promised to escalate the issue and assured me someone would call me back within an hour. That call never came. Frustrated, I returned to the web chat later that day and explained the situation again, making it clear that all troubleshooting steps had already been attempted. I asked them to skip the basics and escalate the issue immediately. After providing the requested information, the agent went silent for 25 minutes before disconnecting without any explanation. The next day, I asked my sister, who is in the U.S., to visit a Total Wireless store for help. She called me from the store while working with a helpful representative who contacted customer service on another line. Once again, I had to explain the situation and point out the roaming policy on their website. Initially, the customer service agent denied that roaming was available in Mexico. After hearing the fine print read aloud, the agent admitted they were unaware of the policy but then suggested I had used up my 10 GB of data. This claim was implausible, as all three lines lost internet simultaneously on our billing anniversary date, which should have reset the data allowance. Moreover, we primarily use Wi-Fi at home and rarely rely on mobile data. Despite presenting these facts, the agent offered no solution, only stating the issue would be escalated—again. This was the same process I had already gone through, with no results. As it stands, I’m in Mexico with three phones that have no internet access. It’s clear that Total Wireless outsources customer service to representatives who lack even basic knowledge of their plans and policies. The level of misinformation and mismanagement is unacceptable. I plan to file formal complaints with the FCC and BBB when I return to the U.S.

Garbage bait and switch service. Charged $45 and gave me $40 plan. I complained but they said there was nothing they could do, their mistake but I paid for it. Avoid. Bad customer service and shady practices.

Signed up for the 5 year guaranteed $20/mo. BYOD plan. The charged me correctly for the first month but charged me $40 for the second. When I called, they said they didn't see the promo on my account. They opened a ticket and said that I would reimbursed the $20 and be charged accordingly for the remainder of the time. I couldn't take the chance. I had read where this is common practice for them. I ported out to Visible. Total even made that difficult. EDIT: Took me 2 1/2 hours on the phone with their various departments to get them refund for the $40 they charged for the month I won't be using since I ported the line out the day before it was actually due. EDIT: Now they can't find any evidence of the refund so I filed a dispute against them with my bank. Also filed a complaint with the FCC. Steer clear of Total Wireless! They are bad news!

Horrible service. My phones are literally paperweights. Nothing works using there network.

Total WIRELESS Verizon All want to is verify my IMPORTANT CARRIER INFORMATION: PIN. This is why I’m leaving this company they have the worst customer service. He was rude and very disrespectful. Would not let speak to a manager. I called back to get someone who could De de-escalate the issue she was the best in Helping me and clarifying my information about PIN. You All need to treat these people right.

I had service with wireless 2 years ago and decided to reactivate one of the phones I had since I ported my number to a new carrier back then. I spoke to tech support they said just buy a new sim card in order to get a new number. I bought it and called them back, they charged me for a new monthly plan and did not provide me with a phone number because they were not able to activate my phone with the new sim card. After an hour they said it will take 24 hrs for their system to update on the phone. I waited the 24 hrs and this evening I am still not able to make calls or send a text. I call them to cancel the service they signed me up for last night and tell me they are not able to cancel it because I am not able to authenticate the account. I tell then how am I supposed to authenticate it with a phone that does not work? They tell me they can't help me a rep by that claims to be a supervisor by the name of Ramy. I tell him that is ridiculous and that I am going to dispute the payment they charged for the new plan last night as fraud, so I called my credit card company and filed a dispute report. Run away from this company.