StandUp Wireless Customer Service Issues

I am interested in signing up for the Lifeline service and have some inquiries regarding the coverage in my region, compatibility of my current phone, available phone models in case mine is not suitable, and details about the free tablets offered. I have been unsuccessful in finding this information on your website. When attempting to check my phone's compatibility by entering the IMEI, the page continuously refreshes, prompting me to re-enter the IMEI without providing any clarity on compatibility. I wish to speak with a representative to receive definitive answers that will aid me in determining whether to proceed with your service.

I have been trying to verify my address and phone information to receive an updated smartphone and SIM card since April [redacted]. Despite multiple replies to the emails, I have not received anything up to today, May 25, [redacted]. My ZTE phone, model N817 with Android version 4.4.4, is currently operating on 3G and has been experiencing slow response and disengagement, making it very frustrating to use. I have reached out to your customer service line at [redacted], but the callback promised within 48 hours has not materialized. The recording is often unclear or broken, making it difficult to communicate. I hope for a prompt resolution to this matter.

I successfully signed up for the Lifeline program and indicated that I needed a phone. I received a sim card but no phone initially, prompting me to contact customer service. Given a purchasing option I couldn't afford at the time, I had to wait for my next S..S. check to buy a phone. Once I bought one, it came with a different sim card than the one I was initially sent. Despite following the set-up instructions diligently, I'm encountering issues with T-Mobile. Q Link verified my phone's activation, but upon powering it up, I received a message indicating my data plan is incompatible with the device. Attempting to address this, I called T-Mobile but was met with a message stating the app was unavailable due to technical difficulties. Other numbers I've tried contacting have not provided a solution, leading me to feel lost in the process.

As of May 26, [redacted], I would like to cancel my Qlink Wireless service immediately. I have been struggling to get assistance from their customer service over the phone. The wait times are long, and I cannot afford to wait for over an hour each time. The Alcatel flip phone I initially received was faulty, and even after purchasing a $25 smartphone and a new sim card, it still did not work. When I requested a replacement for the barely used smartphone, they refused. Switching back to the flip phone was inconvenient due to poor call quality. Recently, I ordered another smartphone for $20, which turned out to be defective – it has issues turning on, gets warm quickly, and disconnects calls. I want my service to be stopped immediately, and I would like a mailing label to return the faulty smartphone and receive a refund. I have already signed up with another provider. Thank you, Patricia S.

I recently received a new Qlink phone that has been a nightmare. Despite multiple attempts, I have been unable to get through to cancel my account. I believe it is only fair that Qlink cancels this account via email. The smartphone I purchased less than two weeks ago has overheating issues, frequently cuts off calls, and the power button does not work properly. While I appreciated the offer in the past and have tolerated previous phones that didn't work well, this latest phone is unacceptable. I had switched back to my old flip phone due to overwhelming issues with the new smartphone. I kindly request the immediate cancellation of my service and a refund of $20 for my last cell phone which was recently shipped. I have decided to move on from Qlink. Thank you, P. Schuman.

On 05/27/[redacted] at 10:22 in Colorado, I received a smaller phone when my phone was switched out. I've requested Qlink to register my old, larger phone, as I prefer it. The old phone displays Qlink's logo with a repeating message about Qlink's apps, but I can't make or receive calls. I've tried transferring the SIM card and entering a code ([redacted]), but it didn't work. I noticed my number isn't registered on the old phone. The MEID# for the old phone is [redacted][redacted], with Sprint SIM card #[redacted], while the new phone has SIM #[redacted]. I really hope this information helps. I've been struggling with this issue for three months. Thank you for your assistance. - Delila D.

Since the start of the new federal EBB program on May 12, I have been unable to receive calls or texts despite being a long-time customer. Contacting customer support via "message" only leads to automated email responses, with a 24-48 hour wait for a reply. Despite calling multiple times and waiting for over an hour on hold (while being told it would be 10 minutes), I have yet to receive a satisfactory resolution. Even after speaking with upper-level tech support on Monday and being told to wait 24-48 hours, I am still facing issues. Yesterday, after a 45-minute hold, I opted for a call back but ended up back in the menu, likely losing my place in line. Despite providing an alternate phone number, I have not received any calls back. I am unsure if I can even port out at this point due to the ongoing issues.

My order placed in January, allegedly shipped on January 14th with a tracking number that turned out to be fake. After waiting for 6 weeks and then 8 weeks with no sign of the phone, I contacted customer service multiple times. I was told conflicting information about the timeframe for a replacement phone. Despite multiple attempts and conversations with various representatives, I have not received any product as of June. I have not only reordered multiple times but was also offered three tablets that I never received. I am frustrated and simply want my q Link phone and SIM card to arrive in 7 to 10 business days or less. I also expect some form of compensation for the inconvenience, such as extending my plan for a year from the time I actually receive the phone.

Someone is using my address for Qlink phone service without permission, which I believe is illegal. If two phones go to one address, they both could be shut down, and that seems unfair and illegal to me. I have emailed Qlink extensively, naming the person causing this issue and explaining how they are jeopardizing my phone and safety. This person used their name but my address, leading Qlink to send them all the necessary data to set up the service. This is not authorized by me, and I want a valid email address for a high-ranking Qlink official to stop this process immediately, or I fear I will lose my phone service. I'm 81 years old, dealing with a serious illness, and cannot handle this situation any longer. The individual causing this trouble seems mentally unstable and elusive. I need this to stop now. Please provide me with the official email address for this phone service. I prefer communication through email only, similar to Amazon, with no phone calls. I urge this group, funded by public money, to take this matter seriously.

I want to share my recent experience with QLink. I have been a customer for a year and a half, mainly due to the unlimited data they offer. However, even with that, my phone is currently not working. Three months ago, I checked to ensure my account was active, and after multiple calls and even threats to report them to the Better Business Bureau, they finally sent me a new phone last week after three months of waiting. Unfortunately, the phone they sent does not work with the SIM card, so I am unable to use it outside of Wi-Fi. I am now trying to return the phone within the 14-day period, but I need an RMA number. I have requested a different phone with a different SIM card through their chat and Facebook messenger. I not only want a working phone, but I also expect a better replacement than the ZTE [redacted] cell phone considering all the trouble I have faced in the last few months. Bogus.

I recently switched my phone from Boost Mobile to Q Link Wireless. Even though I confirmed that my SIM card and phone were compatible for the transfer, the next morning I woke up without service. Q Link Wireless claimed my SIM card was incompatible, leaving me without service for three days. I requested an overnight shipment for a new SIM card, but it never arrived. When I asked to speak to a manager, they claimed there wasn't one available, which I find hard to believe. I plan to file a complaint about this situation. If Q Link Wireless encourages people to switch over their numbers, they should have a more reliable system in place. It's frustrating to leave a phone company I was with for three years only to experience this level of service.

I upgraded to the unlimited minutes and data plan with qlink, and received my sim kit on June 1st. As my metro PCS service was still active until the 3rd, I activated my new sim card on that day to switch to qlink. I transferred my metro number to qlink, but upon activation, I only had limited minutes and data. Despite their website claiming customer service seven days a week, I discovered their phone support only operates Monday to Friday from 9 am to 5pm. I've been without service for three days due to difficulties reaching them after 2pm on Friday. I suspect the issue arose during the number transfer, as I briefly saw another person's details before mine appeared, leading to the lack of minutes and data. I will monitor the situation and provide an update if my problem is resolved by Monday morning.

Dear Customer Service, I recently encountered an urgent issue with my lifeline unlimited plan from QLink. I placed the QLink SIM card into my unlocked iPhone, assuming it would work, but it resulted in my service being canceled. Despite following instructions to submit another application, I encountered a technical difficulty preventing me from proceeding to the final step. I currently own multiple unlocked phones, including a T-Mobile device and Google Fi, along with four unlocked iPhones and Samsungs. I have tried to reach out through the online form to request a PUK Code but have not received a response promptly. I am requesting immediate assistance to obtain the PUK Code and the ability to use any of my unlocked phones with my data. Failure to resolve this matter quickly may result in me discontinuing the service and seeking further action through the BBB due to past complaints. Additionally, I have not received the promised tablet and faced challenges updating my address. Please prioritize resolving this issue promptly. You may reach me via email given the current status of my phone lines. Thank you, Tara C.

Hello, my name is Meghan Kast. I have a q Link wireless device, and unfortunately, my cell phone was stolen. It had all my important information in it, and now I'm unsure of the steps to take. The phone is still active, but no one answers when I call, indicating it was stolen. As a single mother with two children, I cannot afford to pay for a stolen phone. I would appreciate guidance on canceling the service and potentially reactivating it. If someone could contact me via email or phone call, I would be grateful. My email is [redacted], and my phone number is [redacted], which is my friend's phone I am currently using. Thank you for your assistance.

I need to replace my phone. The system in place is frustrating and unhelpful. I have been trying to contact a live person for over a month with no success. The phone number provided, [redacted], does not lead to a real person as promised. I explained that I need a phone replacement and want to upgrade, but I do not want to use my bank card online due to security concerns. Despite this, the online help only directs me to an online order form that requires my card number. I am feeling overwhelmed by the lack of assistance and the runaround provided by QLink.

I recently bought a new phone to replace my old one with a broken screen. I've been attempting to activate the new phone since yesterday. This morning, I spoke to someone over the phone, but the call abruptly ended, and my new phone is still not activated. The number I'm trying to activate is [redacted]. You can reach me at [redacted] until I can get the new phone activated. My email is [redacted]

In March [redacted], QLink contacted me about an upgraded phone. I received it within three days but without the SIM card. After getting the SIM card package, I faced issues connecting the phone due to a password I didn't have. Upon contacting QLink, Archie advised returning the phone as it was the wrong one. I complied, and QLink received it around April 16th or 17th. Now, QLink claims to have canceled my service because I returned the phone, despite it being at their request. I believe I should still receive the promised upgrade to a 5GB phone. When attempting to purchase a QLink phone for $19.95, I was informed that it was refused. This ongoing issue since March has left me dissatisfied and unresolved. Despite assurances from the manager Ana, the situation remains unresolved, leading to frustration. As a disabled American veteran, I rely on my disability pension, making me eligible for the upgrade. I seek guidance on how to reapply if possible.

I lost my phone and need a new SIM card and phone sent to PO Box [redacted], Riva Rd, Riva, MD [redacted]. I haven't used it due to illness and need it urgently. My mail is being stolen, and my devices are hacked. I'm unable to access Wi-Fi as my password was changed. Please help as soon as possible. Thank you, Christine Wolking, [redacted] Woodside Rd, Riva, MD [redacted].

When I signed up initially, I was promised a phone which I never received. I tried to get a tablet but couldn't reach anyone. When waiting on the phone line, the calls would drop or I wouldn't receive callbacks despite leaving my number. Your phone number wasn't functional this morning either. My main concern is not having the phone and tablet as I mentioned in a previous text. I wouldn't have subscribed without being able to bring a phone here. My message number is [redacted]. Thank you. - Michele Wildish.

I believe I am eligible for a free lifeline phone. Q Link billed me $19.99 for a phone and an additional $19.99 for a SIM card. I feel misled and would like a refund for these charges. I do not remember being informed about the need to pay an extra $19.99 for a SIM card, but this amount was deducted from my bank account without my consent. I have been unable to reach customer service through the provided phone number. If I do not hear back promptly, I will be escalating this matter and filing a complaint with the Better Business Bureau. I may also consider sharing negative feedback on various social media platforms.