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I ported 2 lines from Xfinity mobile to Total Wireless. The switch went pretty smooth for a few days when one phone started acting up.

Talked to a tech for 2 hours trying to fix it. He finally said my phone isn't compatible with TW. Well it worked fine for 2 days so it was obviously compatible so I did a factory reset on my phone and it worked fine from that point. A week later I found out I couldn't send or receive picture messages.

Spent another hour talking to a tech who tried numerous setting changes and couldn't fix it. He said I would receive a call back from a level 2 tech. Well I did receive the call but it was just another regular tech who wanted me to do the same setting changes as the first tech. He then said he was transferring me to a level 2 tech.

Transferred the call and I got a message stating that they were closed. Nice... Well thanks to Google I was able to fix the picture message issue myself.

The techs don't have a clue what they are doing at this company. The service itself is good though just pray you don't need help.

Product or Service Mentioned: Total Wireless Customer Care.

Preferred solution: Let the company propose a solution.

Location: Montgomery, Illinois

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Yup. My ONLY surprise is that it only took 2 hours before they said it was your phone!!

"Second Level Support" is really only a 'supervisor' (who probably got that title by sticking with the company rather than burning out on customer complaints). I have demanded to speak with a real tech, who at least had some plausible explanation. I have run into this before. Sounds like you transferred your SIM from one phone to another.

The SIM is tied to a certain IMEI, so features like V-mail does not work. Nice price if you DON'T need support.


Hi Jeffrey A. This is Alex from Total Wireless.

We're terribly sorry for the bad experience that you have gone through with our customer service. We would also like to thank you for bringing this to our attention. Rest assured that we will strive hard to provide the best customer care. Should you need further assistance, please chat with us at http://bit.ly/2lFFpmo.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You can also use our self-service menu by simply texting the word HELP to 611611. Thanks.

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