StandUp Wireless Customer Service Issues

I originally signed up for the BYOP program to port my number after receiving the SIM card. My Stylo 5 phone is from Straight Talk, which is now inactive. They refuse to unlock the SIM, rendering the phone useless unless it's back on their network. Temporarily, I'm using a borrowed Verizon G6 phone to ensure I have service. I updated Q Link via email with the G6's IMEI and account number (ICCID). Despite performing a network reset, adding the APN settings to the G6, and seeing my Q Link number stored, the data, messaging, and calls are inconsistent. The phone displays a signal of 2G-99??? and while I managed to make a test call to Q Link after setting up the APN, nothing else seems to function properly. Attempting to reach Q Link's customer service via email has been unsuccessful.

My experience with Assurance Wireless and attempting to upgrade to T-Mobile was filled with frustration and errors. Multiple representatives provided conflicting information regarding the status of my phone delivery, causing unnecessary delays. After facing issues with Assurance, I decided to switch to QLink only to encounter further complications when trying to set up service with them. Their lack of phone support and unresponsiveness to emails added to the difficulty. Juggling between Assurance, Lifeline, and QLink for resolution proved to be a tedious process with no clear solution in sight. The overall lack of competence and efficiency in the lifeline industry has left me exasperated and seeking a straightforward resolution to my issues without any unnecessary hassle.

Has anyone else received a surprise box from FedEx in their mailbox? I recently received one that seemed to contain the cell phone I've been eagerly awaiting for six months. Opening it, I found just an airbag for packaging and a card stating my electronics had been shipped. My emotions went on a roller coaster from excitement to disappointment. I've been waiting [redacted] days for this phone, and now I'm left feeling let down. I wish I could call someone with my KeyLink phone, but the situation is frustrating. When I contacted KeyLink, they informed me to be patient as it was a free phone. I hope others haven't faced this issue with their surprise boxes.

My Qlink phone constantly drops calls 10 or 15 times, and the service is horrible. The calls break up, sound scratchy, and are inaudible and unintelligible. At 70 years old with numerous health issues, this phone is supposed to be my Lifeline. It's useless and horrible; I can't even communicate with my doctor, pharmacy, hospital, or in emergencies like with my 78-year-old severely malnourished brother who is wheelchair-bound. I can't even reach out to the police, fire department, ambulance, legal services, or the state's attorney. Supposedly helpful, it's a horrific source of constant aggravation and suffering. I bought several different phones compatible with the service, and they all have the same crappy service. I ordered phones from Q Link, waited 6 months, and never received the phone. During that time, service was being billed to the government even though I couldn't use it. The Q Link phone was even worse; it had other people's personal info and access to their Facebook and other personal accounts. It was very difficult to delete. If I had been unscrupulous, these people could have been significantly harmed by this failure of the Q Link provided phone.

I am 70 years old with multiple health issues and rely on this phone for Lifeline services. However, I have experienced extreme frustration as I am unable to contact my doctor, handle medical emergencies, or reach out to my brother in urgent situations. The phones I have purchased in the past, supposedly compatible with your service, have all provided poor service and have been a source of stress and suffering. Even the phones provided by your company were subpar. One of the phones had other people's personal data on it, including access to their Facebook accounts, making it challenging to remove. This security breach could have caused significant harm if exploited by someone unscrupulous.

I purchased a SIM card for my phone, which turned out not to work. I have been struggling to contact your customer service for help. I own a UMX phone with a compatible SIM card. Initially, I tried using your SIM card in my sister's phone, just to test if it would work, but she is now using it. I ordered a replacement SIM card, but I'm unsure about the tracking number and the whereabouts of the phone. I did not buy a new phone, but I seem to receive messages suggesting otherwise. I enrolled in the EPP program, but my tablet hasn't arrived yet. Can someone please advise me on the necessary steps to resolve these issues?

I recently received a text instructing me to enter a code to maintain my Qlink Wireless service. Despite sending an email requesting not to receive a new phone or tablet, I did not receive a response. Upon calling Qlink, I experienced long hold times and was promised a call back which never came. I prefer to keep my original Qlink phone as the newer models are not necessary for my needs. I qualify for the program and rely on it due to financial changes; I do not appreciate feeling pressured to upgrade. The lack of responses and difficulties reaching customer service are frustrating. I am considering contacting consumer protection agencies if these issues persist. I am content with my current phone and do not wish to be forced into changes.

I have been a Q Link customer for a few months now and was informed that I would receive a tablet. While not receiving the tablet was fine, I have been receiving daily text messages for months promising a tablet and an updated SIM card if I click a link. I have followed the instructions every day without receiving the promised items. Now, I am being told that failing to click the link will result in service loss. This continuous deception has left me frustrated and questioning the legitimacy of the service. I need clarity on whether I am being misled and if Q Link is not as trustworthy as I once believed. Sincerely, Erin K.

My husband enrolled with Qlink Wireless last year for the Lifeline service. Despite being approved, they provided a SIM card incompatible with his Samsung Galaxy S7, insisting he buy their phone instead. Unhappy with this, he requested account closure, but they continue sending monthly statements even though he hasn't used the service. Recently, when it was time for Lifeline recertification in May, he tried again and successfully got recertified. He even joined the Emergency Broadband Benefit Program. We've verified this multiple times. Currently, we are waiting for his new phone and a voucher for a tablet. What are our next steps?

I am having a challenging time getting my tablet delivered by Q Link Wireless. Every representative I speak to keeps saying they are unable to assist with my order issue. I even escalated the matter to a supervisor who also refused to help. I have been requesting the Amazon account information Q Link Wireless used for shipping, but every person I talk to declines to provide it. I suggested that Q Link Wireless should contact Amazon to verify the information associated with their account to replace the tablet that was not delivered. As a disabled individual who is always home, I can confirm that I did not receive the package. It seems unnecessarily difficult for Q Link Wireless to share the information with Amazon to resolve this issue. I urge Q Link Wireless to contact Amazon promptly to facilitate the replacement of my tablet. The language barrier when communicating with your customer service representatives is making this situation even more frustrating. Kindly improve your customer service by having representatives who can effectively communicate and assist customers.

My Q Link phone broke, so I ordered a new one from the Q Link website about a month or two ago, but it was never received. This is for my disabled daughter's phone service with phone number [redacted]. After that, I found a phone that their website said would work with their service, so I ordered just a SIM card. It has been 2 to 3 weeks, and I still have not received it. I was on hold for over 45 minutes with no one answering. The next time I called, I left my phone number for them to call me back. I have also emailed requesting a call but only received an email response saying they would call back in 24-48 hours, which they never did.

I have been waiting for 3 months to change my benefits with Tracfone. Even though the website states I don't need to cancel my current benefits until I receive the new SIM card, I have contacted customer service multiple times without success. Each representative gives me conflicting information, and despite assurances, I have yet to receive the new SIM card. My Lifeline approval number is B15[redacted]8, and the benefits transfer is supposed to happen through Tracfone by September 3rd.

I recently contacted Qlink detailing my ongoing issues which have persisted since April [redacted]. Despite providing documentation to and from Qlink, my inquiries remain unanswered and unresolved. Phone calls lead to hours on hold without speaking to anyone, while the chat feature agents are unhelpful and fail to resolve any issues. Despite being congratulated on my EBB enrollment in May, I continue to face challenges with my account status and service. An incident involving a new 5G SIM card resulted in service interruption for a week, causing personal and family emergencies to go unattended. Even after activating the SIM card, I kept receiving activation messages and encountered incorrect service provider settings. Despite numerous attempts to seek assistance, my issues remain unresolved. I've decided to escalate this matter by filing a formal complaint.

I'm facing a bit of trouble with my T-Mobile phone card. My service was about to end in 2 days, and I needed to keep my phone number for lifeline services. After receiving an email warning me about service discontinuation, I decided to transfer my number to keep it. Now, I'm in need of a SIM card pin to complete the process. However, I keep getting directed to contact the carrier, but T-Mobile no longer has my information due to the number transfer.

My service was about to expire in a day or two, so I decided to transfer my number. After completing the transfer, I no longer have service with T-Mobile; now I am with your company. My phone is displaying a message requesting a SIM card pin. I was not aware that the new number needed to be activated before initiating the transfer, and this has left me without a working phone at the moment.

I previously had service with your company and was incorrectly told that I also had service with Assurance. Despite this, Assurance sent me a phone which I attempted to return. However, you activated my service, sent a SIM card, and then disconnected it. After sending all the required documentation, I was informed that the documentation was reviewed after a week and a SIM card will be sent to me. Unfortunately, I won't be able to keep my phone number. Due to this mix-up, some individuals may face job loss. I have already reached out to EBB, and consequences seem imminent. This situation is frustrating, and I hope for a resolution.

I purchased a phone two Saturdays ago for $19.99. However, the payment was in pending status for 5 days, causing my bank to cancel it. Now, when I check my Q Link account, it shows the order has been canceled as well. I spoke with Q Link's representative twice, and both times they mentioned that the shipping label was created. Despite this, my bank shows that the payment was canceled. I urgently need the phone to avoid a service disruption as my current phone will be deactivated in two days. I don't understand why the payment was pending for so long and why the order got canceled. This situation is very inconvenient for me. Moreover, I have been facing issues with a tablet order that was supposed to arrive over a month ago. The automated system keeps saying the tablet couldn't be shipped until May 12th, and it's now July 11th. I would appreciate an explanation for the delay and the problems with both my tablet and phone orders. Thank you.

I need to cancel my qlinks, but I'm struggling to get a response from them. When I call, I can't reach a live person; all I hear are automated messages about Lifeline Always-On and EBB. No matter which option I select, I end up back at the same prompts. I don't want to remain in the Lifeline or EBB program with them. How can I speak to a person? I would like to visit the corporate office and talk to the CEO or someone in charge. Hopefully, they will start actively listening. Thank you for any assistance you can provide.

I qualified for a free phone and tablet from Q Link Wireless through the Lifeline and EBB programs back in May [redacted]. It's now mid-July, and to date, I haven't received them. I've spoken with multiple representatives regarding this matter, and while I was assured that the phone and tablet would be sent, nothing has arrived. I was also informed that my order would be expedited. However, given the recent FBI investigation into Q Link Wireless, I am considering escalating this issue to the authorities. My primary concern is to receive the promised smartphone and tablet promptly to prevent any further delays from Q Link Wireless.

I applied for a free phone and tablet through the Lifeline and EBB programs with Q Link Wireless. It's been approximately two months, and despite being reassured multiple times that the items are on their way, I have yet to receive them. I was informed that the shipment has been expedited, but due to my lack of internet access, I was unable to receive the tracking number via email. I have provided my phone number, [redacted], for them to notify me when the items are dispatched. However, as of now, I still have not received the free phone and tablet. Given that I have mental and seizure disorders and cannot reach my doctor, I am feeling concerned for my well-being as I am unable to contact my family and loved ones. Any assistance would be greatly appreciated. Thank you.