Sam B Bhf

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Straight Talk Wireless - I've spent 10+ hours on the phone with C/S in 1st week of service

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Day 1: attempted to order sim kit and month of service online via mobile browser; failed, 3x (kept saying try back later). Then went home and purchased through the computer; failed, saying that my IMEI was invalid (double checked it like 5x to be sure I had it correct.

I did...)

Eventually forced the purchase through.

Day 5: Sim card arrives. Attempt online activation via mobile browser: failed multiple attempts. Attempt online activation via computer: failed multiple times. Call C/S, spend 90 minutes on the phone with a rep that struggles to activate my line and port my phone number.

Call my existing carrier to verify they received the port out, no record of a port request. Call C/S back and get told that I won't be able to activate my line because StraightTalk ONLY uses CDMA capable phones, and that I either need to go buy a ST phone at Walmart, or go buy a Verizon phone. I read her the section of the website that mentions it should work with any unlocked GSM phone (like my Sony Xperia 1iii). She argues with me and tells me to go buy a different phone.

Call back to C/S, several more times before connecting with someone: spend 2 hours on the phone, have to buy ANOTHER month of service, because she can't figure out how to apply the month that I ALREADY PAID FOR to my account...

Struggles terribly with submitting my port request.

Now, when I try to access my service, my phone shows no sim card, no service.

Call tech support. Spend ~1hr on the phone and get absolutely nowhere.

Put my old sim card back in my phone, go to bed, figure I'll try again tomorrow.

Day 6: Call C/S and tech support multiple times (approximately 5 hours on the phone with multiple agents) trying to get my service working. Never works with ANY of their suggestions.

Eventually put my old sim card in, reboot my phone, then remove it and insert the new Straight Talk sim. Boom, suddenly I have service.

I go to bed feeling satisfied that the number finally ported (after I had to call the old provider and have them manually push the port...

I mean, really?

I've never had to do that or put more than 5 min of effort into porting a number. Here i am with like 7 hours total time just getting my number ported and line working).

Day 9 (4th day of working service): and I called in for help getting access to "MyAccount" I have been disconnected 4 times now trying to resolve this, before finally being told "A ticket has been submitted, don't bother calling back for at least 24 hours." So who knows, MAYBE tomorrow I'll be able to see my account profile, details, be able to recharge my account, etc.

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Cons:
  • Abysmal customer service
  • Ignorant customer service representatives
  • Broken website

Preferred solution: Partial refund (I had to pay for 2 months of service just to get my 1st).

User's recommendation: Don't bother with ST, just go to another carrier from the get go.

1 comment
MariaST

Hi Sam. This is Maria from Straight Talk Wireless.

We never want you to have this experience. We understand where you're coming from and apologize for any inconvenience this has caused you. We'd like to look into what's going on and make sure you have a resolution today. For assistance, kindly chat with us using this link https://***/support/contact.

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. Thank you.