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1.0 86 Reviews

How responsive is Total Wireless's customer service?

0 Resolved
86 Unresolved
Absolutely frustrating 🫠
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Total Wireless reviews and complaints 86

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A
10:08 am EDT

Total Wireless Total wireless

The actual service of your phone is just as good as Verizon. Until you have to call to do anything with them. Most the time you get someone that does not speak good English but today I did but I was in the wrong department and she could not help me change my phone number from one phone to another. I'd already called three times the total wireless number and it would not connect me with someone to help me change my phone number over. So the service is actually good until you have to have customer service on the telephone.

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1:21 pm EDT

Total Wireless wireless phone service

i bought a new phone and a 10.00 data card and a 35.00 phone card called to get number set up from the old phone it was screwed up so bad that the man couldnt fix it they wont reactivate the old phone so i guess i am out about 100, 00 for someones elses mistake. if i wait lon a new sim card the clock ticks on my service and im out a phone. thanks total wireless for nothing you just lost a customer that has been with you over a year.

Desired outcome: there is no outcome from this dokllar general wont refund the phone and i lost 45 dollar airtime

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3:16 pm EST
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Total Wireless Cell phone data

Data speed at 0.03mbps. Totalwireless can't solve issue after 2.5 days of calling. Latest iphone works great for calls and text but can't use data after 7 months of no issues. Tech support can't find the problem and i've spent hours on the phone dealing with this. I pay for data and I have well over ½ my data left unused yet I can't load google.com. Very very frustrating. I have 4 phones on my plan with them and now a second phone is unable to use data. They need some expert techs. I've contacted apple and they tested my hardware. Not issues. I've swapped in a new total wireless sim card with a tech on the phone, reset network settings, reinstalled the profile settings. They have updated the apn and i've restarted a couple dozen times and I still get no data. I went from 34.0mbps to.03mbps in 2 days. 4 bars of lte service showing on phone. They need some high level tech people that can solve these issues. The techs are nice but they hand you off to other techs and you have to explain the entire story over to the new person. They they want you to restart and call back in 30 min. Then you get a new person and they have to be told what is happening. Slow slow and frustrating with zero resolution. Now the same issue has started on a 2nd iphone. Here we go again. Now I have 2 identical issues on 2 identical phones to resolve. I don't have enough time in a month to fix these issues.

Desired outcome: I want my DATA restored (and to not pay for what I don't get)

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1:06 am EST

Total Wireless Data plan

I purchased a phone and data plan from total wireless via their official website and I got my phone and data plan via mail I will say about a good week ago or more now. The phone came with no issues, however the data plan I purchased with it has not started working since the day I activated the data plan which was about a week ago when I first got my new phone. I am not clueless when it comes to phone activations and data service activations so I am confident I followed the right steps needed to take in order to activate my data plan service. I bought $25 unlimited call and text and 1 GB of data for my new Samsung a10e (reconditioned) from total wireless. I tried the customer service chat box first, more then once, and that didn't solve my issue with the data plan. I then called the total wireless customer service number and the first total wireless lady tried a couple things to fix it but then my call got cut off, not sure if it was cut off on my end or total wireless and. I called again the day after and talked to same total wireless agent I believe so, she did the same steps it seemed like and still no success. She did transfer me to another agent and this agent tried to fix it and she then told me she was going to send my info to someone somewhere in the total wireless department, I don't remember who she said but she said by the next morning my data will be working and for me to restart my phone every now and then. I did that, but next morning rolls around and still not data on my phone. I haven't bothered to call anymore and I still do not have a working data plan. Yeah $25 might be much but to me, any amount of my money means alot. I feel like the agent provided me false information in a way. I definitely am pissed off sorry for my language, at how total wireless has failed to help me fix this data plan issue and I feel like my $25 towards this data plan is wasted, although it's only been a week and couple days since I first got my device and activated my data plan, a month does go by fast and I need this issue resolved, total wireless.

Desired outcome: Data plan to finally work, if that cannot be done then I want a refund for the data plan, I'm open to hearing total wireless and however they can resolve this issue with me for sure

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7:44 pm EST

Total Wireless Customer service sucks poor advice wasted time and money and loss of service and equipment too!

I spent 12 hours and 2 purchases from them only to get #@$&! On by them. Any thing but trivial changes get poor advice and wasted money. I am pissed
I bought a new cell phone from them so I could pass my old one to my roommate. Both are from twless and paid by the same account. But they lie and resist simple changes to gouge! And gouge again if you can't get it changed on renewal day!

Desired outcome: Fix my roommates phone or buy him a new one.

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J
11:15 pm EST

Total Wireless Service plan

I purchased the $60 Service Plan for 30GB of data for 2 phones on 11/24/2020. I had my AT&T Samsung S9 phones unlocked and activated them on 11/27/2020 with Total Wireless. Within the first day, I was having trouble sending and receiving MMS texts. I called and talked to customer service and looked online to get this resolved. It was good for a few days. Then we stopped receiving those messages correctly. Gifs would be still and pictures would be fuzzy. After probably 20 hours back and forth with customer support, and going through every step they had all the way down to factory reset my phone and it still not working, they said they could not help me. I gave up on that, but then we started not receiving calls and SMS texts. I called to get a refund for our services and I was told that if they did that then we would end our service right then. In order that I had continuing service, I asked if I could get another service set up and then call back to get a refund. I was told yes that would be fine. That was on a Friday and they were supposed to call me back on Monday. I never received a call to close the account and get a refund. I got my other cards in on Tuesday 12/15/2020 for my new service and ported the numbers over. I called Total Wireless later to get my refund and they are now saying that since the numbers have been ported out then they can't see any of the past correspondence and can't give me a refund for the intermittent service that I received. I would like to have a refund for the full amount I spent on the plan and the 2 sim cards. The total is $82.01. The receipt I provided shows the plan and 1 sim card. The other $8.53 is for the other sim card I purchased at another store because they only had one at that store.

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6:14 pm EST
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Total Wireless Customer service

I got a $50 card 3 maybe 4 days ago activated m plan then a family member got a $36 card I tried to put in my reserve accidentally pushed the wrong thing called immediately they took my 3 day $50 plan erased I and have me the $30 plan
How are you ppl in business
You literally took my money
I would not Recommended you or your company to anyone
Any other phone company would of switched it
Your a bad business

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6:40 pm EDT

Total Wireless Total wireless is a rip off

I refilled my plan a $35 for unlimited text and talk 5 GBS in two days it said my data was low my high speed data so I purchased a $10 add-on for a extra 5 GBS today August 30th 2020 I have to point something gb's left I have a email were it should have been instead of 5 GB is it should have been 10 g d's for a $35 plan cuz he gave me the double the plan which I did not get customer service is very rude they disconnected deactivated my phone then activated it back so here it is altogether in 3 days from the 27th to the 30th I have paid a total of $45 from what where is my high-speed data and then I've been receiving my rewards points and now all of a sudden I have to wait 60 days for them to post to my account not happy at all

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6:16 pm EDT
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Total Wireless Poor connection, entrapment by the fine print of agreement, and rude employees

1. Total wireless tech support staff were so incompetent that we could not add a second line to my existing account after multiple attempts. I've spent an estimated 6 hours over 2 different days. Six hours over two days! After giving up on getting a resolution, I asked to be refunded and they refused my refund! At least five tech support people could not help.

2. Total Wireless tech support employee disconnected my original phone line by mistake for no reason.

3. Total Wireless is holding my phone hostage, by not unlocking it for me. This is unfair by any means since I paid for the phone in full at time of purchase. So they were sneaky and snuck that agreement into the sales transaction. Deceitful.

4. They're also refusing to refund me for my second line phone card, when it's their own fault.

5. Four different attempts to speak to a manager over the phone and not once have I been successful in that. It either rings forever or you are put on hold forever. And I mean forever. They hide behind their employees and robot phone system.

6. The Billing department man hung up on me. That's a total of three people who have done that from their company. I think it's important to add that I have not been abusive. I have always been civil, after having worked on the other side of the phone in customer service roles over the years. Another one of their tactics is to put you on hold forever.

7. Their robot phone is designed to make you spend lots and lots of your time. This proves the company does not value your time. You must conform to it's choices or it will hang up on you. It may just hang up on you anyway. A quarter of the transfers I experienced do not work. No department can have a direct number. I asked. Get funneled into a dumb maze or do not call at all.

5/29/2020: Went to a local Target to get a second line hooked up to my existing total account. After almost 3 hours of trying, Total Wireless staff could not make this happen. Store closed, and we had to come back the next day. The Target employees were great and very helpfeul. They were not the problem. One employee even stayed past their shift to help us.

5/30/2020: We went back to Target, where the Target employee started calling Total wireless and trying to get the phone hooked up. Total wireless said we would have to wait 3 hours for the second line to activate, assured us we were all set. When we left the store I found that my phone was not working at all. Total wireless employee disconnected my service altogether! We had to go back into the store and get this new problem worked out. More calls to Total wireless tech support. More waiting and time spent. The Target employees again went above and beyond the call of duty. Later that day, I was called by total wireless tech support, who tried to get the second phone working. This led us to change settings, turning it off and on, taking the sim card out. Lots of steps and lots of time. Finally, he said the last thing they could do is to transfer me to the "Billing Department" because there must be a problem with my bill. So I complied. I got transferred and the billing man started walking me through the same steps that many others. At that point I had enough. I informed him that he's like the 5th person to attempt to fix this, and I asked for my money back for the 2 line purchase and to go back to a single line since I had time on it still. He refused. I asked to speak to his manager.

5/31/2020: I called the company to get my phone unlocked. That led me into yet more horrors of dealing with this company and their terrible robot. Calling and transfers. A callback from the robot that ended in silence on their end. The call time clock was still rolling, but nobody was home. I had to call back again, and wait, having little faith in their callback system now. I finally found a human, only to find that she could not help me and had to transfer me to the "Unlocking Department". After finding a human in the unlocking department, she informed me that I cannot get my phone unlocked because I agreed to keep that phone locked to the Total wireless company for 12 months. I don't remember seeing that. So if it was buried in the fine print I don't know. Still unfair as there is no reason to do this but to hold my feet to the fire. Financial pain because they wish to ensnare me this way. Why would a company do that?

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1:33 pm EDT
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Total Wireless Phone payments

I have been making regular automated phone payments early since I began with total wireless.

Example: my may existing service date was may 25th. I made an early payment today and my new service end date was now june 20th!

Question: I just recognized because I made my payment early, it looks like I have lost phone usage days!

If someone makes an early payment they should not lose service dates and are not told this when they are making their payment on the "automated" phone payment message!

I actually should be compensated for all the dates I lost.

> and the automated phone service message should inform the customer that they are losing paid service dates unless they make the payment on their last day of service!

I spoke with a customer representative and was told I should make my early payments on the internet. >I should not have to make my payments on the internet because I do not make any kind of payments on the internet!

Please inform total wireless corporate offices to adjust the automated phone payment message: inform caller they will lose service days if an early payment is made before the end of their service date. They must make the payment when their last service date expires! Thank you [protected]@yahoo.com

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8:54 pm EDT
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Total Wireless Total wireless data plans

I had a three phone plan and for a few months everything worked fine but eventually two out of three phones would not connect to internet. After many hours and attempts of troubleshooting with customer service, and even getting a new phone, the issue was not resolved. They would not refund my money either, even though the service was renewed a week ago only 9 days ago.

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8:55 am EDT

Total Wireless Angry reps shut off our service (again) and more shady practices

After arguing with them because they said we used 60gb of data in like a week (which is pretty funny, considering how slow their data service is most of the time), they instead decided to shut off our phones service on all but one device. We didnt use 60gb of data, something didnt update on their end. We did get that sorted out eventually, though. Sadly the damage was already done and my liking for the company gone.

They did it again last week. I was setting up a new device, transfering an old phone #. The device's data didnt work, and hours on the phone with reps said that nothing was wrong and everything was 'provisioned' correctly. I put that new sim in my old phone, and the data didnt work still. Therefore its pretty obvious there was some issue on their end.
They then shut off the service on the other phone on the family plan from which i was calling. Lucky for us we have three devices, and they didnt shut off one of them. Had to call them to get that stuff fixed.
So finally after three days, i got on the phone with a rep and they did something perhaps, because it magically starts working.

It gets worse though. They put some strange throttle on my phone but not the other devices. The data speed is extremely slow, barely able to load google after minutes. This happened after that fiasco I just mentioned. The reps say theres nothing on their end, they didnt do anything.
Its been 5 days now, all day, never faster.
Putting the sim in other devices reveals the data to be just as slow. No issue moving the other sim cards around and it work fine, so theyve done something to 'punish' me.

Oh and forgot to mention, if they screw something up on your old sim they wont let you go back so you have to spend 10 usd for a new one. They arent doing the 1 dollar sim card thing now bc of the virus

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Update by Richard "Bobby" Jones
Apr 16, 2020 9:14 am EDT

Oh forgot to add, i meant that I set up a phone for someone else on the account and they put the data speed cap on my phone for some sort of revenge. I accidentally said my phone above.

I just want to get this out here so hopefully someone will see this and not make the mistake of going with this evil company

Update by Richard "Bobby" Jones
Apr 16, 2020 9:02 am EDT

Had to make an update. I have used only 3gb of data on this phone, and we have 40ish gb left on the account to use. The other phones have speedy data except for mine still.

Avoid this company. We are going with Straight Talk after this nightmare.

When they work, its fine except for the normal extremely slow phone data connection at certain hours. But piss them off, and they lock your phone to only 2g tier speeds. Wonderful.

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7:10 pm EST

Total Wireless Poor services and poor offers

I, Gabriel Woods, am a loyal customer who is tired of the poor services and offers that your company promotes!
I can't ever talk to anyone in the United States when your headquarters resides in Miami!
I can't get my rewards from points because your customer reps are saying 100 plus points of mines are pending! That's a lie, because on the website I do my business with your company displays me having 1, 090 points. I tried to purchase the free 5g/10g data using the points I've generated (which has taken 1 1/2 years to generate)! That's false advertisement!
Another issue: your company offers 10g worth of data instead of 5g worth of data for the first 3 months they use your services! That's some bull! I've been a loyal customer since Sept 2018, and I only get 5g worth of data with the same purchase as a new customer for the 1 line plan that cost me $40! That's unfair! I should get that same benefit of more data since I've invested in your company loyally!
I'm tired of your poor services and lies and inability to speak to an American that resides locally instead of being beat around the bushes with foreigners! It's not fair!
I plan to report this poor services and false advertisements along with favoritism to the Better Business Bureau, Google, and every social platform I can be heard by with hopes you loose customers and be less attractive in efforts of gaining any new customers! I plan to find a new carrier because I'm tired of the undeserved treatment by your company!
The free data that you promote comes with no hotspot usage! What in the hell is considered a reward about getting that type of data!?
If you care to fix and resolve any of these matters and choose to want to speak with me (hopefully with some rewarded services), feel free to call me at [protected]!

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1:25 am EST

Total Wireless Total wireless services

I upgraded my service and added a new line to my other 3 making 4 lines for 100.00 dollars I paid said bill and for the last 5 nights ina row they have turned off my first 3 phones and I call and complain they turn them on only to be turned off at midnight every night when I call they are rude and say that it is my fault I did nothing wrong they took my money and keep turning off my phones

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11:53 pm EDT
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Total Wireless Phone service

Phone service doesnt work. No network connection, I cant text their 611611 support, , I cant send a text with a photo. I cant get on ebay, network times out, no response from network. Support cant fix anything. They say everything is fine and there are no issues. I bought a total wireless phone because they said their service would work. It doesnt and they cant fix anything. I want all my money back for the last three months, their service has never worked as promised and they are incapable of making their service work. Total wire loss are lies and thrives selling a [censored]ty phone service that never works as expected or promised. Their remedy is turn phone off and on or call *73 which never works. They say call from another number (I dont have one). So I say tell me everything to do to my phone as if I called from another number and they refused. I want all my money back including money for the phone. Total wireless are criminals and must be held accountable and taken down!

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3:55 pm EDT

Total Wireless Service

first I lost my volte and total Wireless could not tell me how to fix it I spent over 60 hours with them shutting my phone off multiple times taking the battery out taking the SIM card out replacing the SIM card and they still could not fix it thank God for Google cuz Google told me how to fix it not total Wireless.now last night at 7 I no longer had service at all told me I was roaming and had to purchase a $25 card or call people collect when I had done nothing to my phone I'd not changed any settings whatsoever and all the way through to the next morning when I call customer service they say it's my phone and I have to reset it because I did something to it and I hadn't updated it and yada yada yada and I'm sick and tired of this because it seems like every other week I'm having to deal with total Wireless and their customer service not responding properly and their phone service not working properly.

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3:02 pm EDT
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Total Wireless tw locked my unlocked phone

I needed to switch my phone service to Verizon after buying an iPad. Couldn't add the tablet to my TW account. Only after 4 hours of trying to get it set up on Verizon did the tech figure out TW had locked my previously unlocked phone. Several calls to TW support people, who claimed it happens with Apple phones (BS, says my tech), were required to get an assurance it would be unlocked within 48 hours. Great. No phone service for up to 48 hours when I rely upon it for work.

TW was used for 2 years. I enjoyed reasonable rates, albeit flakey service (phone calls went directly to voice mail when I was outside the state) and tremendously poor customer service. Locking my phone was an underhanded move and I will forever share my story in an attempt to dissuade others from making the same mistake to choose TW as their carrier.

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10:27 am EDT

Total Wireless Hotspot & tethering

This is there advertisement: The best part? Like Total Wireless's mobile phone service plans, our mobile hotspot plans are offered on a month-to-month, contract-free basis, so you're never forced to pay more or stay longer than you want. Browse our selection of affordable hotspots and budget-friendly plans to kick-start your mobile hotspot experience.
Which is the whole reason I bought this phone and the $60 plan was for the hotspot, however when I tried to use it, it doesn't work. So I contacted them and was informed that they don't support hotspot or tethering. So now I'm out $90 for a useless phone.

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1:09 pm EDT

Total Wireless Porting numbers over to total wireless

I called Total Wireless on Monday to get our numbers ported over from Verizon Prepaid to Total Wireless. My family was very skeptical about the switch, but I wanted to take advantage of more data for less money.

They were never able to port my son's number over, who I kept telling them is 14 and has never had his own account or account security code (mine wouldn't work?) so I just decided to give him a new number.

Then he was not able to get texts on his phone, so after spending another three hours on the phone with customer service, they told him he needed a new phone. Mind you, I had already checked eligibility for his phone on their website and it was supposedly compatible before we switched.

Now my husband and I cannot get the mobile data/internet to work on our phones. We have iphones, which were brought over from Verizon prepaid. Everything works but the mobile data. I don't want to have to contact tech support all over again to spend another three hours on the phone with no resolution. Their chat department isn't much help and my husband already wants to switch back to Verizon prepaid.

This has been a bad experience so far and I do not recommend switching to this provider if you want to keep the same numbers and the same phones.

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12:38 pm EDT

Total Wireless Phone bought from total wireless/ customer service!!

I bought a refurbished Galaxy s9 from direct from total wireless, come to find out it has a lease still on it after countless hours on the phone with the so called Total Wireless customer service they told me I would have to deal with getting the lease resolved if I wanted to use the phone, to boot I bought the $35 plan with the phone they told me it was non refundable it was activated the first phone call in 2 weeks ago.

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