Assurance Wireless
reviews and complaints

I got an assurance wireless smartphone and they said it would work where I live but I can’t get a network connection in Hartsville Tennessee where I live and they are wanting to shut my service off so I think they need to fix the connection where I live thanks today is August 29th 2022 and I got the phone on July 1st 2022 and my name is Hannah Davenport and my email address is hannah.[protected]@icloud.com

wow worst service by far... destroyed my account every which way didnt listen to what i actually was trying to do which was get a replacement phone and instead cancled my service screwed up my lifeline elegibility even took it upon them selfs to report my phone stolen refused to transfer me to a suppervisor as well as get any numbers like HR refused to give any names or employee id numbers so they could be identified hung up on me multiple times and spent 6 hrs fixing there mistakes only to have to re apply again... if u ask me go anywhere else q link or whatever... almost better with no phone at all. dealing with them aggervated me so much and wasted my whole sunday afternoon because they staffed half minded [censored]s to answer the phone and read what it tells u. ask a question the screen doesnt have an answer for and they go on repeat answering whatever question u had last smh... the worst

So I received my assurance wireless Schok volt sv55 phone on August 8, 2022 today August 27, 2022 not even a full month and all of a sudden today the phone started rejecting my SD card and then flickering really really fast. Next thing I know my screen is completely black and the phone is shut off. I have tried putting it on charge and the red light that usually comes on at the top right is not even on when plugged into the charger. I have no idea what to do exactly.

August 23-22

My is Siobhan Thomas I have service with assurance wireless I have been having problem with there phones can't call or get calls when I call them about the issues they mailed me the same phone I'm having issues with I asked them to upgrade my phone that will work better and they refuse to and hung up on me I'm not happy with there service and I wish you would do something about there customer service they can't even speak good English they sound like forgers I like it keep my service with assurance wireless only if they ungrade my phone that will work

Thanks again Siobhan Thomas

Assurance wireless promised me a 5g phone on the t mobile network no less than 4 times. I receive a gsm 4glte phone and when I call customer service I'm told that they don't offer 5g phones but they offer a 5g network. What good is a 5g network with a 4g phone. This is a classic bait and switch. I've been on hold waiting for the supervisor's supervisor for 40 minutes now. I only want what they promised.

I paid $43 for a replacement phone. I did not get the same phone. I could only get internet no calls or text. When I talked to customer service I was told to wait an hour. The phone shut itself off and would not power back on. I again called customer service filed damage phone complaint and was told my phone would be expressed shipping. This was 7 days ago and I still have no phone. I have no other access to internet other than your phone. I have not been able to have my weekly zoom call with my psychiatrist. I have not been able to confirm my colonoscopy appoint with my gastroenterologist because I do not have a vehicle. I do not live in a city or town and have to make calls to get a ride to appointments.

Your "service" is terrible.

I got a phone in June of 22 and within 2 weeks was not working right called and complained said I could not use phone because working on tower in area. Bull others could use there phone so why not me would go to different county and could not use. Did not send old phone back because was using to check email and mess. Continued to ask when tower would be done to use phone ,not yet. Then phone completely died. Now I need to send old broken phone back to get a new one. Grr now can not transfer any info! They got on mon the 15 ok we will verify and send new phone. Week later mon.22 called had to give tracking number again. Same thing Willie verify and send phone Bull. I need my phone! My life line! What if something happens to me or someone needs to call me? Been waiting for weeks!

i've purchased a phone and was originally told i would get a Samsung galaxy S5.

well, fast forward- i've gotten a UMX twice and now they just sent me a SCHOCK volt.

i was promised a galaxy- but even if i didn't get a galaxy because apparently they are "back ordered" for months- whatever that means- this phone isn't even running good RAM or Data. i would've never paid assurance wireless if i known this was a problem with the company which clearly it is.

i want an upgraded phone- not a downgrade from the one i originally had!

i paid money for it-

On phone #4 since having to beg to get original service. Wouldn't terminate my original eligibility but had run around pulling my hair out of my head trying to get one of your fake employees to be genuinely helpful. Kept saying one reason or another why I could not get out of their contract so I had to SETTLE w/Assurance again.my service cut off 3× plus phone doesn't ring out loud. Can't be heard or hear person other end. On&on&on&on&on

I have had AW service (through Lifeline program) for a few years & it has been okay, not great, just okay. However, today I was not able to use my phone as it appears that my account has been cancelled. I made 4 different calls to AW (can only talk with people in the Philippines, poor connections, crappy music, people talking in background, etc etc). The number that I have always called to get to AW now gets me to Sprint. The folks at Sprint tell me that they cannot access enough of my info to help me. One told me that they could not transfer me, but the other 2 could ?!? Really? When I did talk to someone at AW they had me check various stuff on my phone (this isn't a phone problem), told me that I had no balance left (duh, I have unlimited minutes plus I do not pay anything since this is the Lifeline program, so I felt that I was either lied to or the rep didn't know what they were talking about). Then the rep told me that it was a cell tower issue & they would transfer me to a diff tower. I got hung up on & the phone still didn't work. Another rep transferred me again to AW but I guess they do not answer phones after a certain time so I could not reach anyone. I also tried to access my account on the AW web site but it is not working! Again, "Really?!" What if someone was having a crisis & was not able to reach the help they needed because AW's service is pathetic? Our government dollars at work! I will be contacting my Congressional rep & I would encourage everyone with these problems do the same; otherwise this will never get straightened out!

Cell phone network went out around 8am 8/14/2022. I called customer service they claim the tower in my area is under maintance. This just happened to me with them not even a month ago and they told me the same thing. I told them that I have a sick child in my house and I was on the phone with thedoctorwhen the service just cut off. They told they was going to put me on another tower in my area. Mind u last time this happen the other tower worked out great. This time she said she switched me over didnt tell me to power off my phone or anything. Asked to speak to supervisor . lady came on and said all towers in grade a is down we cant do anything and hung up. If all towers are down how am I using my neighbor phone she on the same tower as me. For the government to use this company for free service and pay them they went the wrong company! They put my child life in danger. Company needs to be sued and shut down

Hello,

I have called Assurance wireless 3 times about the quality of phone that was sent to me.

I received the SCHOK phone (202.609.5631). This phone since taken out the box is HORRIBLE. You can't make calls most the time because it states out of service (even though it hasn't been moved in a Very Well speed internet area). I have missed SEVERAL important job calls and couldn't do a Teams Video Interview because the phone isn't capable. I can't take photos to upload documents. It has no smart phone capabilities working.

I called and spoke with Mark today, who clearly is cluesless to his job. I was told you have no tech to help with phones. He then told me to turn my phone off for 2 hours. I totally didn't understand that. If you don't have a meen for us to fix the non-working phones you send, then this program is clearly beyond your capabiltity.

My name is Jenifer Sims. I have been waiting for over a month for a phone to come in. My phone has been taken again and I need to suspend the line. My phone number is [protected]. Do not allow anyone to take this number to a different carrier or gain ownership. Please change my one time code to 091963. If I had a phone to call from I would.

Please suspend service immediately.

They denied me a replacement phone for days because I couldn't remember when I opened my account. I had fallen on bad circumstances and had lost my phone and was ill. Because I couldn't remember certain things, they kept saying they could not send me out a new phone. They finally did after stressing me out over it. They also charged me $30 dollars for the replacement phone because I had returned more than one phone within a certain period, so I paid them for my "free" phone. Later it dawned on me that the other phone I had to replace was so horrible. That model phone was a real piece of crap. Customer service admitted that customers had also complained. My return of that phone and then my recent need to replace the better phone I received previously and that one was lost. Anyways, that doesn't seem fair to charge me $30 for my current phone replacement. The one they sent wasn't working properly and I asked to send me the better model Unimax phone that I had just lost, and they sent the same model. Wow! I had to get a friend to help me with the 1st replacement phone. I was never told to return anything. On July 21st, they cut my phone service off without any warning. No text message or e-mail contacting their "loyal customer.

July-Aug-2022 Assurance wirelessuch to live on. informed me that someone switched my company and was no longer with them, I told them I did not do that and they told me I would be switched back to assurance wireless. I waited and waited for my new phone. I called, they then told me I had to reapply which I did and they told me again I would get a new phone and I did qualify and still nothing. I am on Lifeline. They told me the rep I talked to gave me the run around and they would straighten it out and still nothing. I need this cell phone. They keep giving me different numbers to call. I am just lost of what to do. I sent them all the info they wanted. I wish so bad that someone would help me. I am elderly and live alone, I need this help.

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. Please make sure this account has been terminated, canceled, disconnected because I know longer want it.

I have a gov. Provided assurance wireless phone. (schok volt sv55) the phone broke while I was attempted to restart the phone cause the volume was stuck in the middle of my home screen. I pushed restart an it cut off an wouldn't come back on. That happen june 18th. I called assurance, an they asked me questions about trouble shooting? The agent I was on the phone with, could hardly speak good english. I was on a landlines phone. She insisted that I try a new charger. I told her nothing was wrong with my charger an no damage was done to the phone. She told me 3 to 5 business days I would receive a replacement phone. It took 3 weeks to get the phone. They say it was a problem with the shipping address. I talk to at least 6 service agents who each time said it was resolved. I would wait 5 days an each time the same thing. The phone will be there 3 to 5 days. It took 3 weeks! I finally received the phone june 29th. Today is aug 3rd the phone had broke again. Cut off an won't cut on. They sent me the same phone that I had before an it's broke again. (schok volt sv55) I asked if I could get a different phone an they told me no. That I could purchase a phone. I'm not the only person having problems with that phone but they continue to send people the phone. Now in without a phone again. It didn't last me a week. The service is bad,. People call me an they can't get me half the time. You can't hear when your talking. If I wasn't trying to keep my same no# I would leave asap. They sent me a prepaid postage to send the other phone back. An before I could send that phone back the replacement phone has broken. Now what? 3 weeks before another replacement? Or they can't send me a phone until they get the other broke phones back. I did nothing to the phone. Didn't drop or damage the phone what so ever! I'm disabled (wheelchair) if something happen I can't call for help cause I have no phone an I stay alone! This is the worst service an phone that I have ever experienced! This is a gov. Service program an they shouldn't be allowed to service the public an this is the type of service they provide. Assurance wireless is a complete fraud! An i've read other complaints of people going threw the exact same ordeal that i'm going threw. When will enough be enough? As you can see there is no damage to the phone. This is past frustrating!

hi my name is jessicamareie garcia and i to my understanding now that i have had a assurance wireless phone number for awhile well since i have had this phone i cant lie my life has been a little better but i have only had this phone since june 28 and i feel like peole control it like the hackers that control my life already. right now my ohoneis broken and i cant charge it. could you plz send me another in express mail please i am in a gaslighting situtaaion and have been for years and i really need to get away from waco its turned in to gangstalking i just want to get away from here. [protected]

Today, I returned my 4th phone to Assurance Wireless. 3 junk Chinese phones in a row. My friends TCL REVVL 4 (Assurance Wireless) works quite well while he is sitting on my couch, but my Schok Volt SV55 will not. It even drops calls while I'm on the phone with 611. Can't call my voice mail to even retrieve messages. When I requested a new phone about a week ago I told them that the revel for works and that the shock phone does not. I requested the REVVL 4 and the agent said she would send me one. I specifically asked again are you sending me a REVVL 4? She assured me they would and to my surprise I opened the shipping box to see another piece of junk Chinese phone that I did not even spend the time to try to activate because I knew it was not going to work. The agent told me to activate it and send the other phone back. I told her no way I was not going to waste my time again. The customer service seems to read information from a formatted page instead of having a decent idea about to do certain things. When I was trying to activate the service initially with my first telephone, I was trying to import my number from my old phone. It took 22 calls between T-Mobile and Assurance Wireless before I finally asked one of the agents if they were trying to sign in with my six digit PIN and they told me no. They told me there is a different pin for internet access. Because I have never used their app and signed in I was not aware of this so I finally had to tell the 23rd agent I spoke to that I had figured this out on my own and got it from T-Mobile's customer service. I was on the phone for over 12 hours. I was about ready to blow the lid off of my kettle. Imagine my surprise when I hooked up the phone and it dropped the first call within 5 minutes. As far as the customer service goes I can't stand all the forced small talk replies and comments. My name is Tim and I was called Timotee about 10,000 times.

While talking to several agents in the midst of ordering replacement phones I had two different agents tell me I did not send back the prior telephones. One even asked me to supply them with the tracking number from the receipt where I had dropped it off at FedEx. I have now spoken to 33 different agents and have been without a working phone for 7 plus weeks. I have stage 4 cancer I am a diabetic and I need both of my hips replaced. I spend a good deal of time trying to make appointments for my borrowed telephone. I want a working phone!

I am a lifeline customer.

Service of making and receiving calls and text messages started Wednesday July 27, 2022 ard 6pm.

I can not do anything...not even check my voicemail.

Signal has been going in and out since July 27, 2022.

I had to download textnow just to make business calls.

And I have to be around wifi to use Textnow phone app.

I called customer service and was told that the service provider for Assurance Wireless is in the process of upgrading and thats why my service is messed up.

I am not around ifi all the time.

I need my phone to work properly.

I really need this issue to be resolved asas.