Total Wireless

The company apparently added the Motorola E6 unlocking codes to the database between 1/13/2022 and 1/21/2022, and closed ticket #195049**** which was opened on 12/30/2021 for the missing codes.THE PROBLEM WAS THAT NOBODY NOTIFIED ME OF THIS!On 02/10/2022, on a whim, I tried their unlocking program again, and it gave me the codes, and the instructions on how to use them, i was able to get my phone unlocked..

02/24/2022:I sent an email to the Total Wireless Executive Resolution Dept on 02/14/2022, telling them that, on a whim, I had tried again to get the unlocking codes from their database, and it worked. I also asked them why nobody had notified me that the codes had been added to the database.Now, 10 days later, I have yet to hear from them, so I have to assume they just don't care.Like I said when I first opened this complaint, stay away from this company.

02/14/2022: New SIM from Verizon arrived today. Replaced the Total Wireless SIM with the Verizon SIM.Phone showed Verizon SIM, but no phone number on the SIM, so could not use the phone.Had to go to daughter's house to use her phone to call Verizon.

Prepaid department said my new Verizon account was not activated yet, so the SIM activation failed. Had to go through the same things with them, that I had done online on 02/10/2022. After they verified that my new account was paid(I did that back on 02/10/2022 with my CC), they activated my Verizon account, and told me to turn my phone off and then restart it.

After doing so, the phone searched, and then added my ported number to my new SIM. I had set my new Verizon account up for "autopay" on 02/10/2022, when I opened the account, but, when I checked on Myverizon, it wasn't set up, so I had to do it over.Not a very good start with Verizon, but, hopefully, it will work out better than with Total Wireless.At least when I talked to Verizon Customer Support, I didn't hear a rooster crowing like I had with Total Wireless.

02/10/2022: Opened a new prepaid account with Verizon online today. They are sending a new SIM card to me. Told them I wanted to port my number from Total Wireless.

02/10/2022: Just for kicks, I thought I would try the automated unlocking program on the Total wireless website again, even though I had tried it several times, and still received the "no unlocking codes found" in the past.Lo and Behold, this time it worked, giving me the codes and instructions on how to use them.Following the instructions, I entered the codes on my phone, and then received a message saying that my phone was now unlocked!I have to assume that the unlocking department got the codes from Motorola sometime after they opened an escalation on 01/13/2022, added them to their database, and closed the ticket. That is probably why when I called them on 1/21/2022, and every time after that, nobody could find the ticket #.

The only problem is that nobody called me to tell me the codes were now in the database. If I had not decided on a whim, to try the unlocking again on 02/10/2022, I would still be waiting on them.You would think they would have to notify me, before they could close the ticket.

02/07/2022: Executive Resolution dept called me to tell me they have not heard back from their escalation to higher management yet, but would let me know after they had.

02/04/2022: have heard nothing back from the corporate Executive Resolution Dept, who said on Saturday 01/29/2022, that they would get back to me in 24-48 hours. Not counting the weekend, it has been over 4.5 days.I am beginning to think all this so called help is just smoke and mirrors, and that there is nobody in the company that can or will help me resolve this problem.

Now that the "ticket number" that the unlocking dept gave me on 12/30/2021 when they opened the problem, has somehow mysteriously disappeared, I don't have anything to reference, when talking to people.

Even though the person from the corporate Executive Resolution Dept, had a read a copy of my PC complaint describing the problem, since the "ticket number" had disappeared, and she said she wasn't allowed to talk to the unlocking dept, she was able to say she could not verify my problem. If anyone in the company had really cared about resolving my problem, they could have done it in half of the time that has been spent accomplishing nothing.

1/29/2022.Recieved call from corporate Executive Resolution Dept regarding the copy of my PC review I sent them. They also now can't find the ticket number to verify my problem.They recommended I call the unlocking dept.

I told them I had talked to unlocking dept 4 times, ang they always say they are still waiting for Motorola to send them the unlocking codes. The 2 times I asked to speak to a supervisor the phone rang for 30 minutes before I gave up. I don't have any higher level I can talk to, and that is why I contacted them for help.They said the unlocking dept won't talk to them, only to the customer.

I said they are corporate, call unlocking dept, and give them my phone number and IMEI like I do each time I call, and get to someone who can escalate it to Motorola.They said they can't do that, but finally agreed to escalate it to higher management, and get back with me next week.I find it hard to believe that a corporate Executive Resolution Dept can't talk to ALL departments in the company. How are they able to resolve problems, if they don't have the power to do this?

01/28/2022 Talked to CSR to get status update. She could not find the ticket number..

I had a hard time understanding her due to her accent and the rooster constantly crowing in the background. I had heard their customer support is in Mexico. She transferred me to unlocking dept. They said they are still waiting for Motorola to give them the codes.

I asked what about the escalation they said they would do 2 weeks ago.She said they have a procedure they follow, so just have to wait. So I guess their "escalation" did not really change anything. Again, as I did on 1/21/2022, I asked to speak to a supervisor, and, again, as happened on 1/21/2022, the phone rang for 30 minutes, before I gave up.I guess they just figure you will stay with them and keep paying for monthly service, or buy a new carriers phone, if you really want to change carriers.My trouble is that I live in a weak reception rural area, where many people have to go outside to be able to use their phone. My phone gets 2 bars, and I have not had any problems with calls.

You can't buy my model phone anymore, and I don't know what kind of reception a new phone will have. Review show many new phones have poor reception.After all this I would change my rating of the company to 0 if I could.

Since it was taking so long to get the unlocking codes, I had to spend $38 for another months service beginning 1/22/2022. I could have used this toward the service charge for the company I want to change to once I get my phone unlocked.