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3.3

Day 1: My wife loses her phone in Las Vegas while on vacation.

Day 2a: I call Total Wireless to deactivate her phone. (Which is apparently the same as reporting it as stolen). Wife wants to keep her current phone number when she gets a new phone.

Day 2b: My wife purchases a new phone. I call Total Wireless to get her phone activated. The guy I'm speaking to - I'll call him Jonny - seems to be asking a lot of questions. I eventually realize he is setting up an entirely new account as if I'm a new customer. Every time I tell him we're not new customers, he keeps saying "It's ok..." and keeps asking me more questions. I start wondering if I dialed the wrong number... maybe Jonny is a scammer? I eventually tell him I will activate the phone online instead, thank him, and hang up. Turns out Jonny was, in fact, a Total Wireless rep.

Day 2c: I try logging in to totalwireless.com. My login credentials won't work. I have my password emailed to me to make sure I'm entering it correctly. I am. Was Jonny able to disable my login ability? Weird.

Day 2d: I call back, I speak to another guy - I'll call him Ronny. Ronny is awesome. He doesn't ask me any of the questions Jonny did. This confirms to me that Jonny was trying to set up a new account. Ronny tells me because my wife's phone was reported as stolen, Total Wireless has to contact Verizon to get her phone number released back so we can use it. For this, he creates a case number for when I call back. This process takes up to 72 hours, but tells me I should be able to call back in 24 hours to get her phone activated. While on the phone, I ask him about the online log in issues. He quickly fixes the issue. I am able to log in again. When I log in, my profile's first name, last name, address, and phone number are the same 10 random digits. Ronny says I have multiple accounts and does his best to clean up the accounts. He corrects my profile info while on the phone. Thanks Ronny!

Day 3 and 4: I wait more than 24 hours to call back...

Day 5a: I call Total Wireless to get my wife's phone activated with her old number. I give the case number. The gal I speak to - I'll call her Saanvi - asks for my wife's phone number and the serial number of my wife's new phone. I give Saanvi both. She activates my wife's phone and tells me to make a call. It works! We end the call. Problem solved.

I try to make a call on my phone. I get a recording from Verizon. Weird. I can't use my phone. I make another call on my wife's phone. It works, but I'm told by the person I called that MY phone number appeared when I called using my wife's new phone. So, my phone number is now attached to my wife's new phone. Saanvi made a mistake.

Day 5b: I call Total Wireless on wife's phone, which is now using my phone number, and explain the situation to another rep - I'll call her Pari. Pari tells me she has to figure out how to solve this. Pari asks for my wife's phone number and mine, and the serial numbers for my wife's phone and mine. She is able to transfer my number back to my phone. However, Pari tells me there is an error on my wife's phone/number. For this, she creates a case number for when I call back. My patience starts cracking a bit, and I explain to her that I've already had a case number for this issue. Pari has been pretty helpful and it's Saanvi's mistake causing this issue, so I don't completely lose my cool. Nonetheless, Pari tells me she has to submit the the case number and escalate the issue.

Day 5c: Just out of curiosity, I call Total Wireless and ask if my wife's phone can be activated without waiting 24 hours. Nope.

This is where I am now. My wife lost her phone last Thursday. It is now Tuesday. I can only hope the issue is resolved tomorrow.

Reason of review: Poor customer service.

Preferred solution: Let the company propose a solution.

Total Wireless Pros: Great value for the money, Price.

Total Wireless Cons: Service, Some reps incompetent.

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