My Total Wireless Reviews

I’ve been a long time customer (5+ years) of TW and now after Verizon took over, I am having big problems. First, I bought a phone upgrade from TW and “earned 10,000 rewards points” well now, these points have been pending for months. Customer support does not help with any issue and are usually rude, I don’t even know why they’re there at this point because everyone has to refer me to someone else. I would have stayed if they weren’t so rude and unhelpful and ignored the points, but now I am angry. The lady on the customer support when I asked for my points to get a service plan told me “you don’t have enough points for a service plan” and when I told her it showed me they were pending, she said that it wasn’t showing in the system. I now, at this point have ordered a SIM card from Mint Mobile but TW will not unlock my SIM. I am losing my phone because I can’t use it without TW service and my phone number and now I feel as if I have been scammed.

I tried recently opening an account with total wireless for two lines $60. First thing Total Wireless make you do is letting you check whether your phone is compatible.

After putting this information , total Wireless says my phone was compatible . I then inserted the total wireless SIM card and followed all instructions .

After one hour of trying to activate phone, both the total wireless desktop website and recommended app will not go beyond the compatibility check.

I started to think Total Wireless is a scam. To check if this was true , I called their Customer Service. No human voice available . I then give Total Wireless a last chance by using their online chat .

The experience of the system was frustrating . Associate , was not understanding issue and what I was going through and was doing the same device compatibility test. After a few minutes , I received a standard reply “I am sorry your phone is at this moment not compatible “.

Phone ran on the Verizon network always and how would this even be possible .

It doesn’t seem Total Wireless cares about making new customers and is falsely advertising that if your phone is Verizon compatible you will be able to use your old phone .

Have been through an extremely extensive redundant process at least six times to try to get my old phone number to my new phone and I still haven’t gotten anywhere. I traded in to get a new phone , but they fail to inform me of the problem of not being able to access any of my applications without my old number and they took in my old phone as a trade-in so I cannot get any verification sent to it in order to port the number over, have been given the runaround and I have been told several times that they would help me by sending me my port information and have not yet to get it and I am extremely frustrated with this whole system yet to go through at least 15-30minutes of automatic prompters over the phone before you can actually talk to somebody and they all sound like scripted robots. Absolute worst phone company I’ve dealt with not to mention. The reason I switched was due to paying for extra data and never receiving it on multiple occasions. I do not recommend this Service provider and still highly disgusted they still cannot receive the proper assistance. I have been calling about every day for the last week now is from a loyal customer since 2015 I’m livid !

I have been on a 2-line plan for over a year. I purchased a new phone whose IMEI showed as compatible according to the total wireless site, activated the phone and changed to a 3-line plan. Then the service dropped and after hours on the phone with customer service they determined the device was not in fact compatible due to something with megahertz - this information is not revealed on their site nor a common feature you’d look for when buying a phone.
I reverted the plan to a 2-line plan immediately and got an email confirming this. I also returned the phone, paying the $35 restocking fee. I couldn’t return the SIM - out another $8.
I was charged $88 for the new 3-line plan and have yet to see this charge reversed or my plan to reflect the change back to 2-line. I have called (can’t actually get someone - they’re busy), tried chats multiple times (again, too busy to respond), submitted feedback via their survey and asked to be contacted (twice) and wrote a letter - you know, with handwriting and postage.
Terrible customer service. I will continue to request my money back. If 30 days pass with no response, I will be reporting this to the better business bureau.
And MyTotalWireless is beyond glitchy.

I have deleted and reloaded MyTotalWireless to my phone AT LEAST 3 times and it still does not show my active account on the Dashboard or any of my recent payments. I have talked to customer service several times about the issue, and they say the issue will be fixed after they take my payment but it still shows my account as Inactive. I would rather make my payment right on MyTotalWireless the way I used to without having to call in each month to make my payment. This all started happening when I added a line for my son, which normally would make you get treated as a good customer but that has not been my experience. I just keep getting the same response to delete MyTotalWireless and reload it, but that is NOT WORKING!!! This is a very inconvenient experience for me!

When using rewards points to purchase a data add-on, my account became deactivated. Apparently my phone number was deleted during the process (why is there even an option in MyTotalWireless for your number to delete during this transaction?). There was no warning that my account would be deactivated, I just received a text after the fact. When I messaged the help desk, I was told I would need to call. In order to call, I had to purchase another plan. Thankfully they refunded me this amount. But this should not have happened in the first place. I was with Total Wireless for several years and never had problems, would have given a 5-star review on the old app. Now that they’re bought out by Verizon, the new app is not user-friendly at all, and this was clearly a glitch. I wouldn’t be surprised if it’s a sneaky way for them to get more money in the hopes that customers won’t bother calling for a refund. Now that Verizon bought Total Wireless, I’ll be switching carriers, as I have a history of issues with Verizon and it gets old calling customer service to dispute things like this.

I use to love total wireless! It use to be a great deal with great service! Once they got bought by Verizon, my service stopped working. I tried calling about it but customer service would send my on a wild goose chase, so I stopped trying. I decided I would use my rewards points and then switch because the auto refill option was taken away from my plan. After 2 months of using points, I noticed they were still charging me for auto refill, but twice! So I’m using my rewards points AND being charged for 2 plans!!! I still had exactly the same amount of service though!! So I put in calls to customer service. Each time I called, they would transfer me around for HOURS!! Then, it would end with customer service hanging up on me everytime. It seems their way of helping is to try tiring you out. If that doesn’t work they hang up. I’ve put in calls for weeks now, and there’s nothing I can do but switch providers and do a stop payment with my bank. DO NOT FALL FOR THIS SCAM!!!

Worse tech support to date. Worse than Tracfone. Seems they have to avoid costing the company any money by helping you or they may get fired or something. You will not get your plan. Try your credit card company. I did but they later told the company all was good. I just wanted to have the phone make a normal phone call. It goes to a Verizon message. Luckily I have other phones and apps that can get around this non activated XR.

Backstory 📖Bought a refurbished XR for Christmas; paid $35 extra for a 10Gb plan. Phone arrived but the PIN suppprt keeps asking me for is nowhere to be found. Not on the emailed receipt etc. Jan - my called is transferred over and over to different techs, phone says it’s activated - all calls go to a Verizon robot 🤖 who asks they you pay to make calls. Feb - 2nd support person says I activated the 10 gig 1 month plan for a day then cancelled it the next day.
Thankfully the phone works over WiFi.
💡Get a cheap XR from them then sell it or trade it in.

I’ve been with total wireless for a long time and hadn’t had any real problems up until last yr. When I log into the it tells me I have 1,041 points (enough for a data add-on) but when I got to redeem or use them it says I have an insufficient amount. Now I looked at the “rules” and all and it’s says that it may take up to 30 days to post to account but my points availability has been sitting at 996 for months now and it’s very frustrating that I have to keep spending money when I could use the point system you all put in place. Please fix this issue and I will rate higher. Lastly, I can no longer log in with my Face ID.. idk what happened and yes I remember my password and all but you all keep tweaking certain stuff for nothing. I didn’t tell y’all I wanted to remove Face ID as an option but you all removed it anyway which is weird. It’s been a lot of weirdness going on with my account please fix these issues.

When this service was “total wireless” MyTotalWireless was clean and simple and smooth and nearly flawless.

Now that Verizon bought them out Verizon has totally messed up MyTotalWireless . I can’t even log on because a stupid Verizon banner covers the submit button , I have sent emails and messages and reviews addressing this ….nothing happened and probably no one ever read them knowing Verizon’s reputation for horrid customer service…and there are now 50million screens and pages to navigate thru, offering this or that and pandering for $$$, In order to get where I need… if I don’t get a “ page requested not found” .
Which is very often in their buggy app.

MyTotalWireless and the website are trash, absolutely garbage and a pain to navigate.

A high school freshman could do better.

And customer service??? Total wireless had amazing costumer service … now it’s Verizon’s typical crap service that they are known for.

Such a decline since Verizon took over. I was a die hard total wireless customer for years …absolute die hard .

Guess I got to start looking at Verizon’s competitors as i bet many will.

This was a great service turned into crap after Verizon bought them out.

Too bad… I’ve had this service for years and years .

Do better Verizon…. Do something.

I can’t even access MyTotalWireless due to the stupid “Verizon” banner covering the submit button on the log on info screen.

Im

Leaving this service for t-mobile there have been a couple of times where I would be late for the monthly payment due to my checks being delayed or just ending up on a wonky date which isn’t the issue here. My main issue is that not only do they immediately shut off service once it doesn’t go through (no grace period whatsoever) but they wipe your entire account when you miss a payment even if it’s only by a day. I’ve had to re register and make an account 4-5 times now just to be able to pay more to go back on the same plan I was already on. How do you guys expect me to be able to pay a overdue phone bill if you wipe the entire account? Doesn’t matter because in the end I’m switching to t-mobile where I’ll be getting unlimited data talk and text for 30/month where as for 10gb of data and talk and text it costs 35/month on here. This service would be good if it made sense and customer service wasn’t horrendous. I would love for someone to explain to me how I get 1 bar of service from my room in the middle of a suburban area yet at my grandmas house I get 4 bars of service and she lives up in the mountains with the nearest store is a 20min drive. Absolutely makes 0 sense. Oh also if you go past your data good luck their 2g data is basically the same of 0g it’s atrocious.

Customer of total for about 2 ish years and I’m very sad I wasted so much time with them. Service was fine up until I believe the middle of 2023 where they changed my hotspot (the little device thing not the one on my phone) plan to be 100gb for $50 instead of the unlimited data it was beforehand. I had no warning no precaution it just stopped working out of nowhere. Customer service lead me in circles before a supervisor (I think) told me about the new changes. Nowadays my data will randomly stop working and as I’m writing this the hotspot wants me to verify my device yet it won’t verify, prompting me to call customer service which isn’t open during the night. Verizon needs to get it together before other people genuinely begin understanding how bad this service is.

So I have had total wireless now for about a year. Service was good at the giddy up. But now my phone drops calls. Data is useless. I had the 25 gig plan. Never went over my plan allowance. So this weekend I went to switch my carriers. Just to find out that total wireless locked my phone. I paid out of pocket for MY phone. This is not a total wireless branded phone. I spent over the 1000$ on an iPhone X. Just to be told by the other carrier my phone is locked. Called Total wireless to let them know my phone was locked. The rep told me that they don’t like the BYOP phones. Then asked me what type of phone it was. I told her iPhone X. Then she proceed to tell me that it had to go to a different dept. that I should here something in 24 to 48 hours. Which I really don’t understand how they can do this. So please if you have a. Non branded phone. Please don’t go with this company.

This has to be the worst company ever to exist, the service is horrible, MyTotalWireless is just pure trash, I cannot see my purchased extra data on MyTotalWireless at all, after I have used all my 5gb. On that note I pay for two lines one unlimited the other only as I have said 5 miserable gb and explain how my bill is 96 or 97 or sometimes even 94!!! How is that even possible, Verizon is the shadiest company you will ever encounter besides Xfinity, how am I paying almost 100 for one line not being unlimited anddddd now my bill says 107 get the F out of here with that!! This month will be my last and I will switch. Updated app is worthless. How does a bill change amount monthly how?! The agents are great that is the only thing about this company. So you can F yourself Verizon and I want someone to reach out to explain why all of this is happening as agents don’t even know.

I noticed my internet speed was horrible so I checked my account balance. It shows a red bar, indicating I used all of the 1gb of data. Which is accurate. However, I looked below that and I have a data balance over 13GB. Why? Why wasn’t my add-on applied when I purchased it BEFORE my LAST end-dates?

I spoke to support and they said they manually applied it. I checked MyTotalWireless again and nothing changed. So I then turned off my phone and back on, waiting a few minutes to check once more. Nothing changed. I hard reset my device, wait a few minutes, and checked again. Nothing changed. I then made sure to check that everything is up-to-date. Everything was up-to-date. So I deleted MyTotalWireless and reinstalled it. Nothing changed. I logged out, deleted MyTotalWireless and all related data from my device storage, and reset my phone. I then downloaded MyTotalWireless once more, signed in, and nothing changed.

I’ve tried on a different device, reading FAQ’s, plan details, etc. and still no way to get what I paid for. It’s happened before so now him thinking it’s intentional to make people accidentally buy more data, just for it to not be applied.. it already is dumb that I can’t get a refund for an add-on, so when this is going on I feel like I should just dispute it and part ways at this point. Especially after finding out GoogleFi is literally the same, except the prices make sense and GIVE more—in addition to 24/7 customer support.

It seems like a lot of the reviewers here are mashing together their overall experience as total wireless customers. So I’m going to break it down.

First, the service itself (talk/text/data) is absolutely *phenomenal* for the price. Especially for families. It’s Verizon reliability and speed at a fraction of what they will charge you. This seems to be what the 5 star people here are focusing on.

Second, customer service is...well...poor. I’ve interacted with several TFW folks and most are genuinely trying their best. The problem is that their employer has set them up to fail with absolutely awful, archaic processes for fixing things. When hotspot rolled out last month, it took my guy over an hour of clicking away madly on his computer to get mine working.

It’s ridiculous...but that price...

So now MyTotalWireless ...the thing that I’m actually giving the 2 star rating. It’s meh. It’s decently designed but it’s no more useful than the mobile website and it’s often unreliable, especially the widget. I basically never use it and would delete it if not for the semi-reliable widget. If it were reliable, it’d probably get 3 stars.

So that’s it. Complete review. Thanks for reading!

Please kick Verizon Wireless to the curb. Since Verizon has taken over. Service is spotted, data goes in and out. Please get some American speaking people in your offices as well. Last week my account was charged twice for the same plan because the couldn’t get the plan right. Glad I had the money in my account. Once next month plan hits I’ll be leaving and going to another company. MyTotalWireless needs updates and improve T’s across the board. Points earned should not take over a week to hit your account. Reviews never update. Seems like you never can win at spin the wheel. Always gives you a free magazine subscription which it freeze up on when you try to redeem. Balance alerts and mins used and data used never updates. Your always better to use 611 and not MyTotalWireless . And that’s even slow.

This company is so irritating! So the plan is ok if u don’t use a lot of data and my family doesn’t. But when they have a computer glitch, including in MyTotalWireless , and u have to keep calling back everyday to get those other phones back on cuz it only keeps on the primary under the service it’s frustrating. They are currently having this issue. And it just makes me and my family mad cuz we have important phone calls we must deal with for our jobs, medical, insurance, etc. I am about to switch because this is not the first issue with customer service either. I was hung up on several times by a lady who screwed my plan up and all I wanted was an explanation. They did give me a free month but that was no excuse for poor service.

Every month I seem to have to uninstall the total witless app so my new minutes, data will load. I have to keep adding my daughters phone. So a lot of data being eaten up right there
They do not support hot spot
They told me after I spent a lot of money on a iPhone through them so I could do hot spot when needed, welp I guess we aren’t allowed to have that feature even though their website says they do
I’m a lot happier with this company than trackfone, if you want a headache on a weekly basis switch to trackfone. I’ve done prepaid through a lot of services and cell phone companies. This is the best by far, I get Verizon service for a fraction of the price unlimited talk text 15 gigs of data 2 phones $64 a month. Before I was paying that plus more for extra data, one line.

The service is great, i never had any problem, and the best thing about it is having the signal where ever i go, not like other carries i did try before they asked me to have boosters all over the house and loosing signal in some areas of the city.
Beside one more important thing i pay the same amount every month not like other companies i did deal with before were every once a while i used to see $200 or more on my bill coming from no where.
Since i did start dealing with Total Wireless i am very comfortable with the service and the reasonable charges.