I think they are based in Texas now. Doesn't matter. My sister suggested it and so I ordered a SIM to use with my own phone. It did take several hours partly because of my old phone company. But I hung in there and eventually, my phone was switched over. Calls sound fine. It's on T-Mobile and they have a tower close by. If you're going to try it: Write down the IME number of your current phone. Contact your current phone company and write down ac account number and transfer pin. Call Assurance BEFORE putting their sim card in your phone. Good luck! Free is pretty good. read more

The customer service number people have been nice, but I feel like they are playing games with me. I've been going through loops and had runarounds just trying to apply online. The online process wouldn't let me complete the application form and had to call multiple times just to resolve it. I've finally gotten to where its being shipped and that's been hectic all I get are emails telling me my order is delayed and they are preparing my order. This process has been going on for a month now. read more

would give zero if it was an option. customer service created a profile, and completed an order for phone on 10/2/25 with delivery date of 10/10/25. Called on 10/11/25 and they stated the previous person gave the wrong info and there is no account and the phone is no longer coming read more

Awful. Calling Asia to get help on phone. Not one was able to activate SIM card. First phone started smoking and caught fire sent two others still can hook up. Hard to understand them read more

Horrible customer service and now the line doesn't recognize the buttons being pushed. Instead of transferring me to an operator, it just hangs up on me. Fix your customer service line! read more

If there was a rating less than one star, I would have selected it. I had been a customer of Assurance Wireless for over 12 years having been Lifeline Qualified via my military pension. My ordeal began a month ago, when I found that my account was cancelled and I had to reapply for continued service with Lifeline, which I did do several times, finally getting qualified. I must have called Assurance Wireless at least 6 times trying to get reconnected, each time speaking to someone in a foreign country who could barely speak intelligent and understandable English. Yesterday, the Assurance Wireless female in the Philippines told me it was Lifeline's problem, so I contacted Lifeline and they told me it was Assurance Wireless problem. Do not, under any circumstances deal with Lifeline or Assurance Wireless....free phone service comes at a cost!!! read more

During the afternoon of March 20, 2024 as my mother was sitting on the living room couch, her phone started smoking. She immediately got up and tried to take the battery out of the phone because she was afraid it was about to catch on fire. Not only was the battery swollen but it was so smoky in our home from the phone that our smoke detector downstairs started to alarm. The battery and the phone were charred on the inside, small parts of the battery had melted inside the phone and there are 2 holes in our living room couch from the phone damage. When I called Assurance to notify them of the situation, I was immediately asked 2 questions. Was anyone hurt and was the phone on the charger when this happened. No to both. I was then told I needed to take pictures of the damage as proof and email them to Assurance Wireless. Once I did that, then I needed to call them back so they can proceed to the next step of sending a replacement phone to my mother who has, "been a loyal customer for years." I took numerous pictures, sent them to the email address provided to me by a male customer representative and immediately called back only to be put on hold for almost 25 minutes while the representative checked their email account and look at the pictures. All of that, only to be told that the warranty on my mother's phone had expired so she couldn't get a free replacement phone. She'd have to pay 79.99 for a new phone or she could purchase a cheaper unlocked phone and have her Assurance account information transferred to that phone. My mother shouldn't have to pay for something that wasn't her fault. Her floor is scorched from your battery, her coach is destroyed from your battery. There shouldn't even be a discussion of warranty when your phones are known to be faulty. This isn't the first time someone's battery exploded in an Assurance phone and it's not okay to leave a 80 yr old woman with Stage 4 Colon Cancer without a phone because your company is about greed. read more

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Assirance Wireless phone company plays games! I had sooooo many problems with their phones! There were times after I got an Assurance Wireless questionable brand phone, the phone quit working right after very short time having it. I called Assurance Wireless and got a new phone sent to me. Then that phone quit working, so had to get another phone sent to me after super short time having it. This went on over and over again. Then when Assurance Wireless teamed up with T-mobile phone, Assurance Wirelss stopped sending me a new phone but told me that I had to buy a phone from them or some other place. I paid over hundred dollars for a new phone, which I had a hard time trying to put the sim card inside it. Sim card literally fell off from white outer square! The sim card did not fit the phone sim card holder. I contacted Assurance Wirelss. They told me they'll send me another sim card and will arrive in two to three days. Never got it. I contacted them multiple times about this. A rep told me it will arrive on Friday by UPS, which again never came. Rep would not give me the tracking number either. There was even a time when a female rep told me on the phone that if at the end of that phone call, if I would leave a five star review feedback on the phone then they would send me a brand new T-mobile phone by mail. I thought that didn't sound right but did it, since I was sick of weird brand crappy phones they kept sending me. I never got the T-mobile phone. I called and asked a rep about it, was told they don't do stuff like that. When Assurance Wireless teamed up with T-mobile, they first sent me a T-mobile phone but that broke. They never sent me another T-mobile phone after that. I was reluctant to buy phone from Assurance Wireless, because their phones kept quit working on me sooooo freaquently. Now I paid over hundred dollars for a brand name phone and can't use it because the sim card broke. I haven't had a phone to use from Assurance since October or beginning of November. This isn't the first time they said they'll send me a sim card and they never sent it to me. Imagine not having a phone to use or be able to check voice mail month after month. Assurance Wireless gives you run-around. And the customer service reps are evil! Rep would be talking to me in foreign accent, while I'm hearing multiple reps in the background mocking our conversation, throwing shade at me. This is not a very professional company. God, I wish I was rich so that I wouldn't have to put up with such a "I'm about to pull all my hair out" moments with these kinds of companies for low quality crap-ola phones! read more

Customer Service is worthless. Otherwise, not bad at all. But, that is like the man who jumped off a building, and on the way down says: this isn't so bad. I called customer no-service twice today. First call, person said nothing, but I could hear things in the background. After the 3rd time I said "hello" i got put to the survey. Not knowing what, I called back. Second call, no matter what I said, after he did his formal identification of me, person kept interupting me with "go to the web site" finally, when I tried again to explain that I had a letter from them saying to call, he says VERY loudly: GO TO THE WEBSITE. What part of that do you not understand: GO TO THE WEBSITE. then I got the survey again. Talk about worthless customer service. read more

I received a free upgraded Smartphone from Assurance as they are now part of the T-Mobile network and will no longer be supporting my old Kyocera phone. I could still keep my old number when I got the new Smartphone. But it does contain apps which I don't need, such as Pandora. I could uninstall Pandora but couldn't uninstall the built-in Facebook App. It's also difficult to turn off Google Play's Automatic Updates. One update was 180 megabytes and took ten minutes to install. The phone rings with every notification. It's fine if it's an important call but not so fine when it's spam from my G-mail account. This new Smartphone, though, features unlimited calls, texts and easy-to-setup voicemail. read more

I'm going to ask for ANOTHER PHONE or go with someone else! Just because it's a "government phone" doesn't mean it should perform poorly. Calls drop, it constantly freezes, apps get stuck. It seems the only thing that works properly is the message telling you that whatever app you're using is "not responding." Horrible! read more

My phone started showing signs of malware on May 6,2022. I called Assurance customer support on May 10 and was assured a replacement phone would be on its way, 3-5 business days. I called back on May 16. I was told the first phone was never sent, a customer service error. This woman told me she had it taken care of and even gave me a tracking number!!!! On MAY 31- TWENTY ONE DAYS LATER, I still did not have the phone! Needless to say I chose Safe Link and they had my phone to me IN 3-5 DAYS!!!! DON'T use Assurance!!! They are crooks!!! read more

Phones are very low quality as is their customer service. Now they are trying to charge me for a replacement phone that is supposed to be free! This company is crap and yet they have our state contract. Time to end that!!!@ read more

there is no steady office where one's issues can be addressed. my number was ported out accidentally and I couldnt let the customer service solve it . I didnt know where to find them . Now I have to go to Walmart. Dollar tree to find agents read more

In addition to the fact that their service and phones are complete crap, they also stole money from my credit card.

bad! bad! and bad! They gave me an Assurance Wireless phone. About 2 weeks it speaker did not work. I call them ask for replace phone. They ask for $20 to pay for shipping. I did not agree then they change and say no charge but I have to send old phone back. About 10 days later, I called back, they promised again will send new phone to me. After 10 more days more , I called again then they said they won't replace my bad phone because their policy say bla! bla! bla! :( read more

this company sucks so bad they need to be shut down or burned down.they make promises they don't keep,they hang up on you if your upset,they lie continusly and then call you a lier because you were promised products but never received,they use addresses that are so old and you don't live their and then say it's your fault.no accountability,i was in tear's and they still didnt help me,they told me to use a differnt government program,that i wasnt getting my upgrade after being promised over and over that i would get it,and it wiuld only take 3days fedex.all ine big lie! worst governen,and 5 hi ß is 5h3 piece of shi5 phone iam using to wrir to ß shok phon3 types what it wantß.so no happ6,i ha worß5 ç3ll phon3 compan6.don5 7se i5. go som3where else.the worst customer service of all time!! debbie ecsedy. read more

The phones don't last. I paid for a replacement phone and after 2 days it quit. Assurance sent me another phone and it won't even charge. Now I don't have a phone and I'm out the money I paid assurance. read more

mother was promised a better, newer phone but received the same exact phone with the same problems as the first one. Spoke to 4 different people who were rude and hung up on me when I asked for a manager. Told mom she would have to return the phones before they could give her a better phone. She has 2 broken phones and they want them back but wouldn't send her a decent one, she lives in a nursing home. How can you leave the elderly without a phone for "up to 2 weeks"? Sad. read more

WORST SERVICE EVER!!! And what's worse, your supervisors LIE!!! Called because there was an issue my mother's phone and a supervisor assured me that he escalated the issue to the engineering department and that someone was supposed to contact me within 48 hours. This is after already calling for 2 weeks straight trying to get help. Well NO ONE ever called me after 4 days. So when I called back, another supervisor said that the previous supervisor never even put in a ticket order to have someone from engineering to contact me. So the first supervisor LIED!!! Then this current supervisor had the nerve to say my mother's account was suspended for non-activity for 30 days. Well, of course it's been inactive...because no one from Assurance Wireless has been able to help us for weeks. I have cancelled the account. I wouldn't send a dog to Assurance Wireless. A bunch of incompetent and LYING customer service reps and supervisors. Trash!!! read more

Now that I know what was behind this sketchy entity, I suggest all those who nearly thought of signing with Assurannce Wireless they keep away. If they already got entangled with AW and their abysmal phone and the network, just cancel and get yourself another service from another business from the lifeline or ACP. AW is another borderline unlawful operation under the Federal Lifeline plus Affordable Connectivity Program but probably the worst of all. They are paid up to $70 per person by those federal operation, so it would be outrageously wrong, even unlawful, if they do not make sure their clients' proper maintaining their service. instead, though, all they care is the number of new subscribers, and the phones they provide are garbage that are not capable of processing 4g, LTE they promied to offer. The problem is their service is offered only with the assigned device and there is no other ones to choose from or bring one's own device. And the junk phone you end up getting has no capacity even to process what the network is supposed to bring. The customer service do not respond your claims and requests, but just lie. And eventually avoid picking up your calls so that you would be discouraged and stop communicating with them and disappear. That is the last concern of them. On top of it, they sneakily try to charge you when their service not working or the phone barely works. If you claimed the kit did not live up to the network's orders, reception being disrupted, or unable to make or receive calls, they even try to sell (not a free replacement) you a damn phone of the exact same model. This is a fool's errand. Or they make you to cancel the account AND sign you up with a new account from scratch to issue a new device (to gain another number to their total clients). I am sure this is a breach of their operation as the lifeline and ACP agenting, which surely is worth reporting to FCC. Even if this would get you a free new phone as they fills you in on as if the biggest secret that the chosen and appreciated clients could benefit, the issue of the inferior phone's limited capacity persists and you would find another new phone freezing or continue failing to receive calls and texts over and over. And their customer service is revolting, trained to lie their heads off, adhering to their 'crooks' manual,' in their border gibberish language in between their frantic calling you by your name as if that were their verbal tick now, while making no sense whatsoever. Why are they even permitted to operate to get this federal job done here in the U.S.? read more

Assurance took my ACP away from my internet provider and no matter what number I call I cannot talk to a person. I want my ACP to be put back on my internet provider because I did not authorize you to take it away. I will not connect this phone until you do. it is really bad business when you will not talk to a human being! read more

My service was fine for 5 years and then it got accidently cut off thru no fault of my own. Tried to get it reinstalled proved to be a pain so decided to go to another carrier. But trying to get phone unlocked from Assurance has been a nightmare!!! Have talked to 10 or more people and several of their so called Specialists to be repeatedly hung up on, delayed, even sent to other companies that have nothing to do with my phone for something as simple as unlocking a phone that was supposed to be done automatically after 1 year. Its been 5 years! Over a month of hassling with them, I just reported them to the FCC and about ready to do the same to Better Biz Bureau. This is so unprofessional and a waste of my time. read more

I have been with them for four years and have had close to perfect service. In the beginning my phone was faulty and they replaced it free of charge very quickly. Whenever I call customer service they are polite and very helpful. I don't understand all the negative reviews and I am a very satisfied customer. read more

Not good got a phone from them the vocals kept cutting out sent me another one it did the same now phone calls wrong numbers when I call someone. Can't get them to turn it off to get another elsewhere can't reach a human by phone sent them a registered letter to turn it off and they will not turn off read more

I have the UMX phone it is a awful phone. The calls drop all the time. Always something with the phones and service. Customer is like out of the country and it is hard to communicate with representative because of accents. Replacement could take months because of back orders. Annoying times with Assurance wireless. read more

service is just ok. but you can not get intouch with anyone on the phone. the ivr says 30 seconds. 3 days in a row still havent spoken with anyone. i need a replacement phone and you can not request that over the website. read more

If I could give it a 0 stars I would! My phone has yet to work I've called customer service 3 times with no help, they just are in a hurry to get off the phone!! I am disabled and rely on this phone for my doctor's, physical therapists, pharmacists, and for my son's school to contact me if need be. They just keep telling me the towers are down, which I claim as bs! TMobile has the best coverage of anybody so my phone should be working. Don't get if you don't have to. read more

On Feb 4th my phone's charging port was damaged, so I could no longer charge the phone. I called immediately to request a replacement. I was told I would receive it within 21 to 28 business days. I waited but never received a tracking number, so I called to follow up. Was then told I needed to update my address. No problem. I was then told a new date of arrival. No tracking number, so I called again. I was ASSURED that my phone would be on its way within a few days. No problem. I waited and still no tracking number came. I've called dozens of times since. They always apologize and then promise me something different each time. I've been given so many arrival dates and apologies, it's obnoxious at this point. We are now approaching almost 2 months waiting for a replacement phone that I desperately need. After all of these broken promises and all the waiting, I've just been informed that I will now have to reapply for LACK OF PHONE ACTIVITY!! Are we serious!?! Please tell me how I can actively use a phone that you refuse to send me!?! They constantly tell me someone from upper management will be contacting me to resolve my issue. That has yet to happen. This company is a true joke. The customer service agents are obviously encouraged to tell the customer anything they want to without regard, including management. They do not care one bit. It's thoroughly disorganized and unprofessional, with no moral base. Stay very far away from Assurance Wireless. They will waste so much of your time and won't care. I wish I could rate them at 0 stars. read more

Worst service ever! Phone service sucks. My phone doesnt ring. My supposedly free service was cancelled. After 15 calls to the service department (after having to add $20 to MAKE the calls) my phone was reconnected. I was promised a new phone that has yet to appear. The port constantly fails. I can barely hear any notification sounds. Service is poor. Dropping calls left and right. Being poor is expensive! If I could transfer my service to a dependable phone, I would in a heartbeat. I wouldn't recommend this service to any one. Being disabled, I rely on my phone. I can't afford a monthly cellphone bill so im stuck with this shit. Missed FIVE important calls this week alone due to this crappy phone. read more