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Purchased cell phone on June 23, 2010. Received message on screen on May 13, 2011 to call Customer Service...
This week my husband's phone number was suddenly changed without our knowledge or consent. I spent the...
I moved from one area code to another. I needed to change my area code so that I'm not using units at twice the rate. Net10 sent me a new SIM card. I've called their tech support several times to get the area code changed over and I still, 9 months later, have my old area code on my phone. I can't understand anyone on the phone who answers my call. This last time, I asked the man who answered where he was. He said 'Wataymala.' Shouldn't techs in Guatemala be providing tech support for Guatemalans with cell phones? 1) You're sending our money out of the country rather than keeping it in the country and putting it into the pockets of our workers? 2) It's not like talking to a person in America who has an accent and has reasonable grasp of the language. I can deal with that. These American companies or international companies with electronics products in America are outsourcing tech support to countries that put someone on the phone with an accent so thick, the customer can't understand the tech and the tech can't understand the customer. When a customer calls tech support, it's because something isn't working. They're already aggravated and agitated, right? Wouldn't this make them even more aggravated and agitated? When are these companies going to figure out that Americans HATE this crap.
I've tried to like net10, really I have. I don't use a phone constantly and their per minute rate was very attractive to me. I purchased a refurbished unit for only $20.00 and it came with 300 minutes of airtime. Heck of a deal and, while featureless, the phone worked. I tested coverage in a few places I knew were fringe areas, but for the most part my son and daughter in law used the phone so we could keep in touch. A positive enough experience, so I bought a new phone.
Thant's when the nightmare began.
The documentation that came with the phone was joke, as was the "manual" linked to from the site. When I tried to find more information on the phone I discovered that the manufacturer didn't even list the phone and didn't support it because the contract with trac prohibited them from it. Further research revealed that the phone was in fact a discontinued model that had been built for a totally different market, purchased by trac at an obvious discount, and reprogrammed and renamed. This would have been bad enough if the phone had worked like it should. Sadly, it didn't.
Audio was weak. I had a lot of trouble hearing the other party in a conversation and they had a lot of trouble hearing me. This was consistent and couldn't be blamed on "bad connection". The display was also very dim and could not be read in anything but the darkest of ambient light. I contacted net10 "support" and after some time of them "jacking me around" I finally got an RMA and they sent me a replacement phone. Fine, except the replacement was also defective. Same problem with weak audio most of the time with spontaneous spikes of loud and distorted sound in the middle of a conversation. While it did not have the dim display, it introduced me to a new and different problem, battery meter not properly tracking the state of the battery.
Again I called and got plenty of runaround, but finally did get them to agree to take back the replacement and let me return the original defect to the point of purchase. They claim they are sending me a SIM card so I can resurrect the cheap featureless refurb and use up my airtime rather than losing it. It remains to be seen whether that will come to pass or not.
When I returned the phone the point of purchase I was able to speak frankly with the clerk since we were alone in the store and found out that my experience was typical of those who make the mistake of buy net10 / tracphone. He was completely unsurprised by my description of the grief they have put me through.
I just hope they do one thing right and let me use up my airtime so I'm not out any more than I have been already.
Keeping my contract is looking better all the time.
My daughter has had a Net10 texting phone for over a year, and has been careful with the phone itself and frugal with her texting and call usage. On February 5th, with 13 days left on her current 300 minute / 60 day card, her phone suddenly stopped sending and receiving text and calls. A login to Net10's website told me that her phone had somehow been deactivated. Multiple emails through their support portal online went unanswered. I attempted to call their support phone line several times over a three-day period, but they were so busy that I was told to "call back later" without ever being placed on hold. When I finally reached an operator on the evening of February 10th, I was told, after being put on hold numerous times, that the minutes and days on the phone had been transferred to another phone and number. Neither I nor my daughter authorized such a transaction. When I asked them to fix this error, I was told to call back Mon-Fri 8A-6P ET when their "Fraud Department" was open. When I called back the next morning, I was put on hold time and time again before being told to "call back Monday" during business hours. So Monday, with only four days left on the phone's term, I called again. I was left on hold for over two hours without ever speaking to anyone, and then suddenly disconnected. I redialed, spent 15 minutes explaining this whole thing all over again to yet another operator. This time I told them I was a Wal-Mart Electronics center employee (actually, my weekend job). That seemed to make them more attentive and I was transferred to a slightly more intelligible voice and he really seemed to be understanding the problem and working to solve it, until he asked me to hold on a moment. There was a lot of usual call-center background noise for a minute or two, and then I was disconnected. Five hours wasted, no resolution. Their call rate cheap, but be warned, their customer service is just horrible.
When making an online purchase for airtime at net10.com, I received a message stating there was a service error and directing me to call net10 customer support. This message was received after I had entered in all of my billing information. I called net10 and made sure to inform them clearly that I only wanted to be billed for the purchase one time, as I had no way of telling if the purchase had gone through or not. They assured me that I had not been charged as the purchase had not been completed and that I would only have the one charge. A few days later when I check my bank account information, I discovered that they had charged me twice for one purchase. I called net10 and they accused me of lying and told me they would not refund the unauthorized charge (this was after being put on hold multiple times and hung up on). Net10 refused to refund the charge or offer any type of compensation for my spending five hours trying to resolve this. Nor did they apologize for telling me that I owned more phones than what I do and telling me I was lying and that I did authorize the purchase when I had not. I ended up having to call my bank, who refunded the extra charge to my account and said they would take it up with net10. I also contacted walmart where I had bought the phones, and they offered to take the phones back and refund me the purchase price of the phones and then deal with net10 themselves. the net10 supervisor was Annalisa with an employee number of 55045. My goodness this ladywas very rude, kept telling me I was lying and that since I had three phones I would have logically purchased three airtime cards - this even after I gave her the 2 serial numbers that I had and directed her to look at my net10 account which only shows 2 phones registered to me. hope it was her pms and not net10s way of doing business and providing good customer service.
I up graded phones and transfered my number to the new phone. Well it NEVER happened after 3 weeks I am still having difficulty getting the matter resolved. I have been on the phone at least 4 different times calls lasting >1hr. Only to get the same No Success with the service. I don't like that MOST if not all the customer service reps do not speak English clearly. I have to request someone else with out a heavy accent every time I call. I don't like NET 10 anymore. I guess that I will try someone else-who knows what they are doing!!!
I just spoke with net 10 customer service, he stated that the samsung r451c now charges 5 cents per text. I bought the phone because it is advertised by net 10 to only charge 3 cents per text. Below is what is also listed on net 10's web site re the samsung R451C.
Includes 300 Minutes and 60 Days of Service upon activation. Single Rate for every call - always 10¢ a minute: local, nationwide long distance and roaming. International calling to over 60 destinations just 15 cents per minute, Text Messaging only 3¢ per message for the Samsung R451C, Mobile Web, MP3 Player (cable and SD card not included), 1.3 Megapixel camera, MMS Picture Messaging, Bluetooth® Wireless Technology, Slider QWERTY Keyboard, Caller/Picture/Ringtone ID, Buy Downloadable Ringtones and Graphics using airtime minutes, Vivid Color Display, Voicemail, Call Waiting, Hands-free Speaker, Key Pad Lock, Alarm Clock, Voice Recorder, Voice Dialing, Voice Commands, Vibration Alert, Auto Redial, Hearing Aid Compatible (M3), Alarm Clock, 10 Polyphonic Ringtones and Phonebook with up to 500 entries.
I purchased a Samsung T401G phone from these people in January 2010. When it arrived, it would not receive calls, only make outgoing calls, then it stopped doing outgoing calls also. After repeated attempts to get it working both using their web site, and calling "live" people whose speech was virtually undecipherable and muffled at their "customer service" (NOT!) number, we finally received an RMA number to return the phone to them for repair/replacement. They sat on this phone for 5 months, finally returning it in June with the exact same problems it had when it was sent off to them, only now with expired "service time" because they had sat on it for so long, so I did not find out it was still inoperative until I bought still MORE minutes to get the service re-activated, only to find that the phone still did not work. After calling them again on another phone, and burning up $6 of minutes waiting an hour for them to answer the phone, I gave up and submitted a direct complaint at their "Contact" number. Two days later someone called me and burned up another several bucks on my cell phone telling me that they had no record of the RMA and phone and that it was listed as "active" in their computer, although iti still did not work. Then they promised me that if I bought a new Net10 phone they would transfer the minutes on the defective phone to the new phone along with some "compensation" minutes. So, like the sucker they played me for, I bought a new phone, activated it and got a new number assigned to it, and wrote them back an email (which bounced, their sending address is a phoney one that does not receive inbound emails) asking them to transfer the minutes to the new phone. Meanwhile, the new phone worked for a day, but then stopped working, unable to call out or receive incoming calls; it had become "deactivated". So I called them, waited for a "customer service" person, got another inaudible operator who could barely speak English with another muffled/garbled connection, who wasted another 20 cell phone minutes before telling me that I would have to return the phone to the store where I bought it to have them "rescan" the bar code on the self-destructing package my daughter threw away after I gave her the apparently-working phone which was to replace the first never-working phone. She insisted that she could not simply activate/reset/get-working the phone from her console. SO now, I am out for the price of TWO phones ($80 each), neither of which work, plus hundreds of unuseable "minutes", plus several hours of additional minutes I spent talking to these idgets on my other phone. I think the only function of this "business" is to sell you inoperable phones and minutes which you burn up talking to their "customer service" number about their inoperable phones. IF someone gives you one of their phones for FREE, toss it into the nearest fireplace and use it to generate a few BTUs of heat to warm your house; you will be far ahead of where you are if you pay for minutes of phone time you will never get to use to talk to anyone but their incomprehensible "service" aliens. Run away from these people as fast as you can.
I've been a Net10 customer for about 3 years and never had a problem with the service and coverage or phone usage for the first 2.5 years, always bought my cards at department stores, entered the airtime pin and in 5 seconds or so the new time was on my phone. Never had to call support for anything. The phone was a simple one, no real bells and whistles, but it always worked fine. Only problem I ever had with it was it would somehow vibrate and mash around in my pouch and come unlocked and call people! That's just the phone design and not a Net 10 problem so I accepted it. A few years later I looked at the Net 10 website and saw I could upgrade phones, and found a phone that was a flip phone, had a camera and I wouldn't have to worry about it calling people on its own. Plus, it came with 300 minutes, and I would only have to pay a net of about $10 for a new phone after air time cost. I waited until it was close to time to add air time and decided to upgrade to the new LG 600 flip phone which I ordered from their website. I had to call Net 10 support and that's where the issues started... This was October 09.
I spent a few hours on the support line with them giving me codes to enter and such and it was finally decided that the SIM card was bad so they sent me another one. Called again and went through the process of getting it working and after asking for a supervisor, this lady, although hard to understand her accent, she got the phone working. A few days later I realized my voice mail didn't work. I tried to follow the steps to set it up, but it never gave me any response but that this voice mail account was invalid. Called them again, several times over three months, hours on the phone, never got it resolved. Each time the last person I spoke with would tell me to give it 2 or 4 or even 24 hours, leaving the phone on and it would be working. Never a change. I gave up on having voice mail. It was starting to seem to me that the 2, 4 or 24 hour statement was their way of getting me off the phone and admitting they had no idea how to help me. This was December 09.
A few weeks ago I crushed the display of my LG and although the phone still works, I can't read anything on the display, so I don't know who's calling me, and I have to call out by entering the number since I can't see my phone book. So, I ordered the exact same phone from them. Figured it was worth the few dollars since it comes with 300 more minutes. Basically cost me $8 after air time to get a new phone with a coupon code. Got it Friday and called to get it activated, minutes transferred from the old phone and phone number etc. Was on the phone long enough that my home wireless phone went dead, right after I had asked to be transferred to a supervisor and was starting to explain to him what I had been through when the house phone died. Called back and got a different tech, went through all the same process again, asked for a supervisor and was told none could speak to me and I'd have to wait 24 hours, leaving the phone on while he escalated the issue to a department in Florida. I told him that was unacceptable and wanted to speak to a supervisor. He hung up on me! I called back Sunday evening (of course the phone still didn't work, and the old phone still was sending and receiving calls even though the new phone had the minutes on it and showed my phone number) and spent another 1.5 hours speaking to supervisors. Again they claimed I needed to wait 48 hours this time and someone would call me when it was resolved. I didn't argue this time, just accepted it and decided in the mean time I would research other options.
I read the complaints on this site and saw someone recommending Pure Talk USA so I looked at their options. Their info looked good and I couldn't find any complaints about them, and the folks who were talking about them were all happy customers, and some said their tech support and customer service is in the USA and you can actually understand them and they treat you with respect...
I found Net10 customer support page and submitted a request and told them what I had been going through and that I was giving this one more chance to be resolved and was going to give up and go with another provider. I got an auto response that confirmed they had received my request and that someone would be in touch with me...in 24-48 hours! So, I went to the customer support page on Pure Talk USA and sent them an email asking a couple questions. Within 5 minutes I got an email back from one of their customer support persons answering my questions and telling me they would love to have me as a customer. Not an auto response, but a real human. First impressions are golden in this industry...
I called Net10 tech support again last night (Tuesday--48 hours later) and told the first tech that this was my last phone call and that they had this phone call to get my new phone working or I was done. Over three, yes three hours, and 5 support people, (the last 4 were supposed to be level 2 or 3 techs) and several codes entered, turn off and on, remove SIM cards, read numbers etc. no one could get the phone working. Every one of them, before I told them once again that if they couldn't resolve the issue I was done, told me to wait 24-48 hours with the phone on and it would be fixed! Every one! When I would give them the "I'm done" speech, they would transfer me to a higher level supervisor and I'd start all over again with the codes and reading them the SIM number off the card etc. After three hours of this, and the 5th tech telling me to wait 24-48 hours, I calmly told him that I am a patient man, but I have my limits and I was done and would be packaging up the new phone and sending it back for a refund and going with a new provider.
I signed up with Pure Talk USA last night and am waiting for my new phone. I'm not going to be porting the number I've had for 3 years from Net10 because I just don't want to have to deal with them again in any way. I'm ready for a fresh start. I'll report back here in a few months and let everyone know how it's going.
It is sad that a company I had no complaints about for so long has such bad tech support and customer service that a loyal customer of 3 years has been turned away, even hung up on when all I was trying to do was upgrade to a nicer phone and keep the service! Very sad. I guess if all you ever do is buy the package phone from Walmart and it works, you should be good to go, but if you ever have to get involved with tech support, may God be with you!
Side note: While typing this I received an email from the lady in customer service from Pure Talk USA thanking me for becoming a customer! What a timely email!
In late December 2009, I bought a Net 10 Motorola phone from their website. It has a 1 year warranty, and for...
I purchased $30 of minutes from a Net 10 representative and was given 300 minutes for 2 months. My credit...
This company I have spent hours on the phone with. I had a T-mobile phone and wanted the phone number transferred to the net10 that I just purchased. I was given a case number and to keep checking for a message that this was done. I checked a couple of days and then called to find out the progress. 2 days later I had a phone number and my landline phone had been transferred. I am taking college courses online and have many contacts that need to be addressed. So, I had to get another landline number, and now my DSL for the PC does not work which will be 2weeks before I have it back, all this at my cost. I called customer service and spoke with a representative; I did not get anywhere. I then talked to this person's supervisor, did not get anywhere, I then spoke to their supervisor, another go round. So much for interpersonal relations. They are located in Columbia, with corporate offices in Miami Fl. I am going to be calling them after this blog. I can almost tell you the outcome right now. Also there was stated $.10 per/minute US calls and $.15 international calls. That is restricted and you cannot call beyond the US, Canada, and Mexico. SO MUCH FOR INTERNATIONAL CALLING. Robert White, Clinton, NY
I purchased airtime minues via the Net10 website on March [protected] minutes/60 days. I recorded my actual...
When you go to the Net10 website, their advertising slogan says “No Bill’s, No Contracts, No EVIL”. Here is why I think they are absolute hypocrites in regards to the No EVIL slogan...
I purchased a basic Net10 phone so I could keep my old phone number since I recently got a free cell phone through my employer and I did not want to keep paying on my Verizon phone that was costing me somewhere north of $90 per month. I wanted to keep/port my old number to Net10 so my friends and family could still contact me on my old number that I have had for over 6 years. So over 10 days ago I purchased my new Net10 phone and went through their online activation process and followed the steps to transfer my phone number. Immediately after going through this online “activation” my Verizon phone stopped working and my new Net10 phone would begin ringing whenever someone called the old number but they could not leave a message because the Net10 phone was not active? So I waited about 3 days and called Net10 customer service and received completely incompetent service and no one would help me or give me a straight answer. Going to their website for a status did not give me any information and my old phone is still unusable for the last 10 days. Meanwhile I have tried every trick in the book to get some movement on this issue including talking to 2 levels of supervisors who have been completely unwilling to do anything outside of reading their prepared script to deal with irate customers, In all actuality these people do not care since they are being paid low wages and are based out of a Philippians call center. I have never been so frustrated in my life and I am so tired of dealing with these people but I have gotten no direction on what to do other than wait. As I write this I have been waiting on hold with Net10 customer service for over 90 minutes…..
So much for “No Evil”. They may be a good service once you get activated, but they are not equipped to deal with customer problems. If you want to port your old phone number to NET10 I would reconsider...Trust me on this, they suck!
I had a Tracfone for years and never had problem one. Like an idiot, one day I decided I "just had to have" a fancier cellphone. I wasn't impressed with what Tracfone had to offer but their website gave me the option of selecting a Net 10 phone. It turns out that Tracfone and Net 10 are the same company. Since I had good luck with my Tracfone I figured that, being the same company, Net 10 would be equally satisfactory. WRONG! I bought a 'spiffy' Motorola "slider" online and it was in my hands three days later. This was eight days ago. The day I received the phone, I went online to active it. But, since I wanted to keep my "old number", the website informed me that it could take up to "three days" to "port my number into my new cell phone". Six days later, I received a message that my old number had been "ported" and that now my new phone was ready to activate. Yippee, right? WRONG. I engaged in repeated attempts to activate my phone online. Each time, I wound up with an error message asking me to call the Net 10 Customer Service line. I did. Welcome to Hell! I spent the next 50 minutes (no - no exaggeration - 50 MINUTES) answering the same questions OVER and OVER and OVER: what's my name, what's my email address, what's my home phone number, what's my birthday, what's my new phone's serial number; do I want to receive special offers on my home phone number and what is the zip code where I will be using the phone the most? Here is the routine I came to despise almost as much as I came to despise Net 10: I would answer all these questions speaking to a particular person (always identified by name - e. g. 'Alexandro', 'Selina', 'Roberto', etc.) with a heavy Latin accent whom I could not understand very well. This rep, once I finished answering the 'string of questions' placed me on hold for from one to ten minutes. After being on hold, another person would come on and ask me the exact same questions again - then place me on hold, etc. etc. etc. Finally, I gave up - hung up - figuring I would (surely) be able to activate my phone online the next day. WRONG!!!
The next day - the same thing (honestly!). Give the information to the "string of questions" - get some 'gooble-de-gook' about 'being very busy' 'asking my supervisor' 'needing to contact an agent' etc. etc. etc. The third day I, once again, joined into the "Net 10 Dog and Pony Show". Only, this time, I called from my workplace where my phone has a speakerphone and a 'hand-free- hold option. Here again I am not exaggerating - but it was THE SAME THING AGAIN. Only this time, I had vowed to "wait them out". Forty minutes into this tired routine (made a bit more infuriating but the rep who actually picked me up from hold EVERY two minutes for twenty minutes - to ask me one or two of "the questions") - I was actually connected to a female who spoke understandably and proceeded to (what else) ask me the "string of questions". After twenty minutes with her - MIRACLE OF MIRACLES - my cell phone actually became activated. She thanked me for "chosing Net 10". Such is life.
Bottom line - it took nearly two weeks from the time my credit card was charged to being able to make and receive phone calls. If I had been told by Net 10 "up front": hey, Buddy, here's how it works: "you send us your money and you will have a working cell phone in two weeks", I could have, simply, ordered the damn thing two weeks before I needed it. As it turned out, I was without my cellphone service for two weeks. I'm a therapist who answers crisis calls from people in life threatening situations. Sometimes a person's life may actually depend on me receiving a call immediately. This is why I carry a cell phone. Of course, during those two weeks I had my crisis calls routed to my land line. No big deal you say? It was to me because that meant I was "anchored" to that landline and could not, in good conscience, 'run to the store'; take the dog out for a run or take the grandkids up to Dairy Queen for a milkshake. Couldn't do it because of the ineptitude and incompetence of Net 10. As part of buying the cellphone, I got 300 "free minutes". You can bet that long before those minutes are 'used up'; I will quit being such a 'tightwad' and contract with AT&T for a reliable cell phone. It's the old adage: "you get what you pay for". Believe me - the little bit you might save with a Net 10 'no contract" phone won't be anywhere near enough to make up for the frustration, heartburn, dismay and lost time you will incur by dealing with Net 10. Spare yourself - profit from my experience - stay away from them!
I am a South African and recently wanted to keep in contact with my family. Because I am only here for 6 months there is no use to get a contract phone, so the alternative is pre paid.
In a supermarket I purchased a phone listed and branded as a Net 10 Wireless phone. As any consumer would, I read the packaging carefully in order to buy the correct product to suit my needs. Their product did just that.. it stated in capital letters " INTERNATIONAL CALLS JUST 15c"... So i bought the phone.
After activation I found that I could not text or call to South Africa. I spent 45 minutes on the phone with consultants and the supervisor as the supermarket would not refund me because the phone has been activated.
Let it be known that nowhere on the outside of the sealed packaging it states in any form, wording or pictures that there are restrictions on certain International countries. There is no statement to consult an employee or cashier of the store.
This said.. I ended up in another 35 minute phone call after 5 days of e-mails which I was billed for the calls.
Since when do the consumer pay for a company to handle a complaint.. since when do companies not care and straight off tell the customer that they do not refund, and if the supermarket does not want to refund, there is nothing they(Net 10 Wireless) could do...
I firmly believe this is false advertising.. promoting certain features in a product which it can not do and then introduce this product in the market on the shelves of our local supermarkets.
Now the question is, how many people has this happened to, and how many people just gave up after a week or two of struggling with this product... this is false advertising and if you do not assist or refund the wrong in this.. it constitutes an illegal money making scheme.
I need the call log for my phone for mid october. Im requesting that this be E-mailed to me at...
I've been a Net10 customer since February 2009. I bought the phone for my teenage son who doesn't text much and only makes/receives a few calls a week.
A few months after purchasing the phone and adding minutes/time, the phone stopped working (with plenty of mintes and days left on it). My wife called customer service who determined that the phone had a bad SIM. They agreed to send us a new SIM, but would not refund the days of service lost while waiting for the replacement SIM. When the SIM arrived in the mail (about 3 days later) we called customer service to get the phone activated.
A few months later we experienced the SAME problem and went through the same procedure with customer service (TWICE: once to report the problem and have it diagnosed and again when the SIM arrived to activate the phone).
Today, Oct 24, 2009 (less than 30 days since the last fiasco) the phone would not allow anything but emergency calls despite the fact that there are 38 days left on the phone and over 200 minutes remaining. Once again customer service determined that we needed a new SIM. After about 50 minutes on the phone with Net10 (including 10-15 minutes on hold before an agent even picked up), my wife put me on the phone. I waited while the customer service rep put me on hold repeatedly and only took me off to thank me for holding and to ask me to hold a few minutes longer. When I asked to speak to a supervisor I was told that I would have to wait until the end of the call. Then the agent told me that she was having trouble with her computer and couldn't complete the service until the computer issue was resolved. I explained that we had been connected for over an hour and that I had called on a line where I was paying by the minute and asked if I could call the agent back directly or if she could call me. She explained that she was unable to call out and that I could only call back on the 800 number and that I would get a different agent. I decided to wait for heer to fix her computer problem, however after another 5 minutes on hold, I was given an "Intereaction Number" and told that I must call back and give the agent the intereaction number so that they could continue to resolve my issue. I called back and waited on hold for over 10 minutes! When the agent picked up we were immediately disconnected. I called again and got through after waiting on hold another 10 minutes. This time the agent on the other end said that they couldn't hear me. While I was switching phones, the agent hung up on me.
Needless to say I am fed up with Net10 and will look for another pay as you go service for my son. In the meantime, I will do everything I can to expose Net10 for their poor quality equipment (3 failed SIM cards in 8 months) and outrageously bad customer service.
These pukes need their throats slit. They commit fraud on a daily basis cheating people. They cheat you on minutes, service time and disconnect you from customer service. Not to mention their phones have constant programming problems. Avoid these criminals like the plague.