Total Wireless
reviews and complaints

Total Wireless always gave a discount to auto pay customers. (Mine being the $30 plan was $1.50 discount). Beginning 12/01/2023, Total by Verizon discontinued this discount with no notice to their auto pay customers. (Example, if 1 million customers were on my plan, this increases Total by Verizon’s revenues by $1,500,000/month or $18,000,000/year). Since probably a majority of the customer base using these plans are probably on fixed incomes, what does this do to their monthly expenses without notification? My suggestion, switch carriers! Customers paying higher plans lost more of a discount, so think how much more Verizon is earning without notification!

On December 24th 2023, I purchased a Total by Verizon phone and plan. While activating device, I set up auto pay. In March, my phone was stolen. I called support every month for 5 months to have auto pay turned off. My log in information and pin were in my notes in that phone.. Even though, I had my cc # and offered to send them a copy of my ID, I was told auto pay could not be turned off.. In September, I had to have my CC deactivated to keep You from charging me for a phone you knew had been stolen. I would like a total refund for the 5 months you took from my credit card. If this is not done asap, my Attorney will be in contact with you.

This was the first time using there service. I purchased a plan from there site and purchased a sim card for new accounts. After adding the sim via there website it told me it was activated however it wouldn’t register in there phone. After 6 hours of talking with customer service we determined it to be a failed sim card. After purchasing a new sim card i called customer service to replace the sim and activate the account.. another 4 hours and no activation. At this point i went to another carrier and got a service that works. I asked for a refund of the package I purchased and was told there was no record of it i gave the customer care rep the order number from there site and was told that was not correct. So in the end i had to have my bank refund the money. Personally i would not recommend this company and wouldn’t use them

Last Monday I wanted to take the number from my husbands phone and add it to a phone I deactivated. I just leased a new phone. Hours upon hours cust we mor service. 6 hours one day. You know the results? I don’t have an account with them or my husband. Although I still have service and my husband does too. All I want is to be able to look at my account and make sure I have auto pay. Oh and fix my voice mail.I need the phone and afraid to call them and get hung up on by someone I can’t understand.

I purchase a phone that works with total by Verizon. I paid them my monthly service fee. Somehow the voicemail app disappeared off the phone. I called total by Verizon four times and ask them which app in Google Play do I use for total by Verizon because, there are over 50 voice mail apps and I do not see one specifically for them. Each time I called their customer service they just sent me text instructions on how to use voicemail, not which specific app to download. I had to ask the last customer service agent

named Marcelo NINE times which voicemail app is for total by verizon. He kept saying over and over like a broken record type in voicemail total by Verizon but that app does not exist. I asked him to describe it and he told me to search for myself which means I'd have to try over 50 apps until one of them works. The customer service is totally useless and they truly do not care about helping the customers, they expect the customer to do all the work and find the answers themselves.

I lost 5 days of my service due to my phone carrier which is total it kept saying my phone needed to be inserted with the chip that originally was activated with my phone which I bought the phone and SIM card together it said the same message for 5 days and ain't nobody could figure out what the problem was finally on the 5th day they made me take out my SIM card for a minute and then put it back in and it worked

I already had a phone and had total wireless service on it. For that phone, the service had been wonderful. I bought a second phone and signed up for total wireless with it. I've had service for most a year on the new phone and I've rarely been able to keep it in service for more than a few weeks before it stops sending/receiving calls. Each time it seemed like they had to change my provisioning, or my APN. or my towers... the list goes on and on. My data side of the phone works very well almost the entire time I've had service on it, but I can't talk or text at all.

Every time I call them to get the phone working I spend a great deal of time as they go through and ask me the same questions over and over. sometimes as much as 4-6 times in a single day, because as they pass me from tier to tier in their company, they make no effort to pass on the testing that was already completed. I have been on the phone with them for as long as 5-6 hours in a single day. Each time the problem seems to be slightly different but it seems that my phone number is not found in their network or some other similar problem. unfortunately, they are always vague as to the specifics of the problem or resolution.

I've finally had enough and I'm switching companies, I've asked them several times what the problem is or if its my phone and they always tell me it's not my phone, it's their network. two times I've been passed over to the Verizon people to get it resolved, one time I talked to a high-level tech guy in Florida. this last time has been the worst. I've had no phone service for over 3 months. I struggle with Diabetes so I'm not able to be steadfast in perusing resolutions with them.

Today, I called them and told them of my difficulties and they were indifferent, they just kept reading their scripts and asking me the same questions over and over. Then after I ran through all the first set of questions, the lady passed me to the 2nd tier as I was once again answering all the SAME questions again, she told me she was going to re-provision my phone then she told me her system keeps timing out and that she would have to call me back at 9:30 this morning. She didn't call me back. So I called them at 10:30. And guess what? it started all over again asking me to do all the same Troubleshooting tasks again. they made no attempt to see if I'd called earlier or to determine the extent of my tribulation and frustration. But instead continued to ask me the same questions over and over and over and over. What really kills me, is they love to say, I know how you feel." That is so trite. Trust me, they have no idea how many hours I've been on the phone with them to get no resolution.

I"ve been vey very patient, but I'm done.

I was an existing Total Wireless customer for 5 years. I purchased a new phone and a 60 dollar monthly plan from Total by Verizon directly off their website on December 29th 2022. I received the phone, which I bought through smartpay a phone lease program where I pay for it over 2 years. But I never recieved any information regarding my 60 dollar plan. You can view my purchase on totalbyverizon website by putting in my order number and my email address. I printed the website's receipt and saved all emails. It plainly shows that I purchased a phone and an unlimited + plan. After 7 different calls to total by verizon and 6 different operators plainly telling me. I did not purchase what I say I purchased. Even though I have email receipts from the company showing what I purchased and for what amount. I also have bank statements correlating with the amount shown on their website. I have a signed contract through Smartpay, since its a lease program I had to sign into a contract, showing what I paid for that day, including the phone and a 60 dollar plan. Here's where it gets good. After 2 hours and 6 operators on the phone. The 6th operator... Wiped my number off my account. So I could no longer sign on to the total by wireless website. And I could no longer reach customer service because now my number was mysteriously no longer attached to any account. Preventing me from getting any resolution. I lost my phone number of 4+ years. I have proof of these purchases that ANYONE can see using my order number on their own website. But was repeatedly told there was no way they can verify my purchase. Like any corporation really can't tell what was bought from them. It seemed to be a deliberate lie and fraud on their part and in the end because I wouldn't just give them more money and wouldn't let it go... they stole my number of 5 years and now... I have no recourse. They have no in person customer service. All their phone customer service is out of country... There is no recourse for these companies ripping us off and there is no one that cares when you call. All customer service is delegated to other countries where these people have no incentive to actually help you with your problems. I was repeatedly told it was impossible to help me. That I didn't buy what I had proof I bought. Repeatedly. 7 different operators. Either its gross incompetence at every level of their customer service or it's intentional fraud.

My phone suddenly stopped getting signal at our home. I contacted Total by Version about the problem. First they said it wasn't on there end , then had me do a bunch of trouble shooting . Every time the chat ended with them telling me they ARE having problems with some lines. After several chats and phone calls we was told to buy a new SIM card. That did nothing to help. At one point they wanted a call back number then screwed up and disconnected service to that phone. After hours on the phone we was able to get that phone service going again. But my phone still didn't work. We tried just starting service over and getting a new number. After buying a new plan online, Total by Verizon claimed there was no record of us purchasing it. Even though it was showing on there site, and it was charged to our bank account. I decided to switch phone providers. Even though I had my phone for years, Total by Version locked it. Hours of live chat, phone calls, and the new phone company talking to Total by Verizon we still couldn't get them to confirm the phone was unlocked. The only thing they would say is they can't tell me when it will be unlocked. I spent nearly 20 hours on chat and phone calls, charged $47 for a new plan only to be told they didn't have a record of it. All I got was a locked phone that is useless ( I purchase the phone 3 years ago, so it should NOT be locked). We had no choice but to buy a new phone and get a new service plan from a different company. Horrible experience, that cost me a lot of money.

The company is now known as Total by Verizon.

Sunday afternoon, 8 January 2023, the phone beeped. I looked and there appeared to be a voice mail message. The phone didn't ring, it just beeped. I went to check voice mail and couldn't call out. The error is always, "Mobile network is not available." Text messages works. WiFi works. A friend who I contacted via e-mail, says incoming calls are going directly to voice mail. No ring just directly to voice mail. Twice today a message has popped up and said, "Unfortunately, Voice Mail has stopped."

NINE TIME, yes, 9 times, I've "chatted" with supposedly a tech rep and it is the

same run around each and every time. They must be working off a script in some second world sweat shop and don't have an ounce of tech support experience between them. It is the same series of questions, over and over and over and then they put me on what I call "indefinite hold." They just stop participating in the conversation. In my 70 plus years this is absolutely the worst customer service I've seen.

Can't call out or receive calls. I went to their website and chatted with a tech who asked a dozen questions but was just wasting my time. They will not help you. Both of our phones do not work - other than texting. I don't know what's going on with this company. They don't seem to care that many people are having this issue. We will be going away from Total and Verizon.

My daughter's phone was not working. It was not making or receiving calls Or texts I had called 2 days ago and they told me it was a network issue which was odd because my other daughter has the same service and her phone was working just fine they told me it would take 24 hours for it to be fixed I waited and called them back After 24 hours to let them know the issue was still there. After talking with a rep for an hour and 45 minutes he tried several troubleshooting ideas which didn't work and after that he Scheduled a call back for the following day which they called back and I spent another hour and a 1/2 with another rap trying to fix it still the same issue, He told me he call me back in 30 minutes with another solution he did not call me back I waited 2 and a 1/2 hours before I called again this time the rep tried several things again and lo and behold it was the same troubleshooting ideas. At this point I was so fed up I told her I wanted to cancel my services which they were quick to do but what they didn't do was tell me that I needed a transfer pin to change to another Carrier after I turned off my services. When I called them back to get my transfer pin they told me I needed a service plan to get the transfer pin 🤬they said they need to text it which obviously I could not get it because the phone was not working and receiving texts. After spending 45 minutes given the run around I finally hung up on them and called my new Carrier to let them know I just wanted to change my phone numbers completely instead of keeping my old ones because total wireless sucks and they're not helpful when you're trying to leave despite All the patience I had for them to fix my issue and to add insult to injury they made me purchase a new service plan just to get the transfer pin which they still tried to text and it's not working. I asked them to email it to me and they just kept trying to send it through a text. I swear to God these people are just reading from a script And they really don't want to help. buyer beware!

I have been calling and texting the Total by Verizon company since yesterday 7AM. I still cannot make nor receive phone calls. I can text. When people call me after one ring it goes to VM. and five minutes after they call I get a notification of VM. Their customer service are rude and incompetent. I have gotten three call backs about this issue and they keep calling me in SPANISH. I ONLY speak ENGLISH! All of their customer service are foreigners that I CAN NOT understand. I never had a problem with my phone until Verizon took over Total Wireless.

I had total wireless for quite some time, but decided to try mint mobile. That was a fiasco. So I decided to go back to the now total by Verizon. Porting my number was a long drawn out process which took days. I called to check on the status and asked if there was an issue or problem. They said no. Then I finally got someone who was truthful with me and he said it wasn't going to work. So they gave me a new number. I tried to get my account up and running. They assured me I would get an email to accomplish this task. Nope... after 3 days still nothing. I then finally found some basic info and it looked like I paid $60. I asked the agent to set me up for the $30 plan. Then the agent I was talking to said "oh, don't worry, it says $30". I of course was confused and asked for a manager to which she refused. Overall, I know these are not life threatening issues. But, I have spent the last week trying to get my phone working and I should be able to see my account. Not too much to ask for. Customer service is horrible. No one really knows what to do. You get varying info from each agent. It's frustrating and difficult when you are without a phone because one person says you can do one thing and another person says you can't.

My phone number is: [protected] and I paid for the month of November 2022 and now I don't have service, The Transaction took place on Oct 31,2022 Invoice number: 93_763927_679001 Transaction code: [protected] Paid in full for the Month of November $28.00 with a Master Card, I spoke with your worker that can barely speak English his name is Jovan and he could not help me and said my account is past due, I was never told that Total Wireless was being bought out by Verizon and your little worker there Jovan said it was not, what is going on? My phone account is paid in full and I will not paid anymore money that has already been paid for and I will not pay any hook up fees or other wise. call me at [protected] and explain why you stole money from me and have not provide a service. Joseph McCartney

This company is horrible. I cancelled my dad's phone because it was lost. Found it and tried to get it turned back on. It's been off for months. To authenticate it they ask for the last 4 digits of the most frequently used phone # for the past 60-90 days. It failed because the phone has been off for more than 90 days! The other question is what credit card has been used for the past 60 days. Again, it failed because it's been off for more than 60 days. There is no way in hell it will get authenticated! Asking for a supervisor or any other option is useless. The rep keeps asking to authenticate it and states that they are fully trained to help you. It's a never-ending loop! And there is NO Supervisor!

I have been trying to activate a new phone for 2 days and have been dropped in the middle of getting anywhere 5 times. In all the hours on the phone the only thing they managed to do was change my wife's phone number which I didn't ask them to do. Now I have 2 problems. what great support they are. Then when I try to call now it says my call can't be completed due to technical difficulties. Imagine that. They have a lot of technical difficulties.