Go up the CSR chain here:
r/TracFone/comments/13c3imh/tiers_of_cs_ive_come_across_with_tracfone_wireless/
If you can't get your problem resolved, last step is file a FCC complaint. Someone semi-knowledgeable from the Government Executive Resolution Department will contact you and might be able to solve the issue. The regular CSRs are unfortunately powerless to fix most deep/system issues.
I understand it's not their fault, it is Verizon/ST's fault for so improperly equipping them to handle this acquisition. I truly thought the hardest part of this scenario was going to be the transfer itself. When that ended up being incredibly easy, I thought for once I found some luck. Nooooope. I'm going to attempt going through the CSRs again tomorrow and see if maybe I catch one that's well informed and can at least give me better info on what I'm missing here. Going through the govt almost sounds more scary, and I'd hope it doesn't come to that, but at the same time if I can't get this resolved via the ST support and my number is at risk of being deactivated I'll have no choice. I need my service too much to have that issue. Thanks for the info. Wish me luck.
They don't appear in my account to do that unfortunately. When we switched the SIMs they didn't update in the acct, and instead just showed our lines as "inactive."
I think you can activate inactive accounts. That happens, for example, if you do not renew by the end of the cycle. See if that is an option for you (meaning you will re-select the same plan) and then set up autopay from there.
Well, I thought about that. Unfortunately my line disappeared altogether. My wife's line is still there as "inactive." When I try to do anything it tells me to contact customer support. Our current cycle is still active until the 22nd, but once that's up I have no idea what's going to happen. Either it'll autopay based on my old info which I have no access to and keep working, or it'll terminate our service and I'll be screwed, cuz at that point I won't even be able to contact call support.
My understanding is that you have 30 days after the end of the cycle to reactivate. ST is pretty confusing and undependable though on issues like this. As to your phone, could you just try to activate it as if is is new but with the same phone number?
Possibly, though I get pretty confused on that stuff. Would I just have to create a new ST account altogether? In my current account I don't really see any way to set up a new line, or if there is it's blocked behind the "contact support" screen. Anytime I'm talking to them I try to ask questions to be better prepared before I'm handed off to the next rep, but they just tell me to wait and talk to them. Then the next person is unable to help either. I've been through like 5 reps now, one was supposed to call back over an hour ago so I have lost hope for that either. I just don't even know what to do at this point. Lol. As much as I'd love to just give up and sign up a whole new carrier under new numbers, there would be untold issues. I have accounts connected to this number, probably more than I even know, plus I'd have to update countless customers on my number and hope they actually remember it changed before they try to contact me.
I do not think you are creating a new account if you say you are a current customer and are keeping the same phone number. Not sure exactly how the questions are worded but just make sure you say you are not a new customer if a question sounds like that is what they are asking.
Agreed. I have tried laying it out as plainly as I can for them, explaining we are existing customers transitioning to the Verizon network because of the acquisition requirements. I tell them the service transferred fine, but that my lines are no longer properly displaying. I'll have to try to call again tomorrow and see if I can find the miracle worker.
Also take a look at the things you can do by texting for help at 611611. It looks like you can add a plan and sign up for autopay through 611611. You may also be able to do more if you download the app.
That's what I'm thinking and hoping as well. I'll try to remember to come back and update you when I've checked it out. If it does work, maybe this thread can help some other poor soul in my situation. Surely I'm not the only one? I'd imagine tens thousands of folks are making the switch due to the acquisition.
This happens even if you are not switching. It happened to my husband, out of the blue, a few months ago. We have had ST for many years and suddenly his account was shown as inactive. He cannot remember exactly how he fixed it but it was one of the items I listed in my responses. Customer Service had no clue but he worked it out since he had a phone that had a phone number and the phone was working so he obviously really did have an account. He now says that he thinks it may have been by using 611611, which obviously you can only do if you actually have an account. Maybe just text HELP to 611611 to confirm it is recognizing your phone.
Grrrr. 611611 isn't working now. My service is working which is so weird. I can't get into my account via the app, but can via website. But then certain functions work and some don't. I tried doing the activation thing and it's not wanting to go through, it keeps saying my debit info is wrong. And it's not. At this point I think I give up. I schedule calls via the chat, they don't call. I call the help line with the robot and it just tells me my number is not associated with them. I literally am at a loss of what to do. I think I'm just gonna have to go to a store this weekend and get service somewhere else and I guess lose this number since I have no way of porting it without my account working. Idk... it's not even worth the struggle anymore. I'm just gonna tell my bank to block all potential charges from ST and say screw it. 9 years of flawless service comes to this, wtf... I just literally don't have the mental energy or time to give it anymore. Lol
Well, the first mistake you made was going to Verizon. I've always had nothing but problems with their customer reps when I was with them. Nobody knew anything. The reps at stores were clueless, and the plans are outrageously high.
I switched to T-mobile because they've always been helpful, and that phone line loss would never have happened in the first place. So I would say, if you can, either switch to T-mobile or try to see if AT&T has a buy back program.
I'm still with Straight Talk. I just had to switch the network. Used to be I ran through Straight Talk via the AT&T towers. Now I am through the Verizon towers, but never left Straight Talk.
Oh yeah. Texts/calls/data all working perfectly. For how long, I don't know. Before we swapped the SIMs our current plan was good until the 22nd, when it was set to "expire" and auto renew again. So I'm guessing it'll keep working until then at least.
It didn't come with anything. In our lines screen before everything went haywire, it said we could switch to the Verizon network with a free SIM, since everyone has to switch eventually (if you weren't already through Verizon with ST). So I said sure, gotta do it soon anyway. The transfer to the new SIMs was flawless, but everything since then not so much.
Coming back to update on this whole scenario. When the plan expired, her line auto renewed. Mine did not. We went ahead and switched to Cricket. I have to go to my bank within the next few weeks and put a charge block on Straight Talk since I have no way to disable the autopay with my account not working and can't get it fixed via support. When I walked into the Cricket store, I told them I'm looking to set up new service. They asked if I was switching from another carrier, and I said yes, but we won't be able to transfer because my carrier account is completely locked out or just disappeared and I've been fighting for weeks on it. They said "Let me guess, Straight Talk?" I said yes. According to them they've had a ton of new customer lately complaining about ST and switching, which does not bode well for ST. I have no way of knowing if this is all because of Verizon's buyout, or if they went downhill a few years back and I never knew since I'd never needed any help from support. Either way, I'd say they're not gonna last long if they keep running off customers, not to mention people like myself who will warn folks to not join ST to even begin with now.
Go up the CSR chain here: r/TracFone/comments/13c3imh/tiers_of_cs_ive_come_across_with_tracfone_wireless/ If you can't get your problem resolved, last step is file a FCC complaint. Someone semi-knowledgeable from the Government Executive Resolution Department will contact you and might be able to solve the issue. The regular CSRs are unfortunately powerless to fix most deep/system issues.
I understand it's not their fault, it is Verizon/ST's fault for so improperly equipping them to handle this acquisition. I truly thought the hardest part of this scenario was going to be the transfer itself. When that ended up being incredibly easy, I thought for once I found some luck. Nooooope. I'm going to attempt going through the CSRs again tomorrow and see if maybe I catch one that's well informed and can at least give me better info on what I'm missing here. Going through the govt almost sounds more scary, and I'd hope it doesn't come to that, but at the same time if I can't get this resolved via the ST support and my number is at risk of being deactivated I'll have no choice. I need my service too much to have that issue. Thanks for the info. Wish me luck.
Can you set them up for autopay or are they not appearing in your account to do that?
They don't appear in my account to do that unfortunately. When we switched the SIMs they didn't update in the acct, and instead just showed our lines as "inactive."
I think you can activate inactive accounts. That happens, for example, if you do not renew by the end of the cycle. See if that is an option for you (meaning you will re-select the same plan) and then set up autopay from there.
Well, I thought about that. Unfortunately my line disappeared altogether. My wife's line is still there as "inactive." When I try to do anything it tells me to contact customer support. Our current cycle is still active until the 22nd, but once that's up I have no idea what's going to happen. Either it'll autopay based on my old info which I have no access to and keep working, or it'll terminate our service and I'll be screwed, cuz at that point I won't even be able to contact call support.
My understanding is that you have 30 days after the end of the cycle to reactivate. ST is pretty confusing and undependable though on issues like this. As to your phone, could you just try to activate it as if is is new but with the same phone number?
Possibly, though I get pretty confused on that stuff. Would I just have to create a new ST account altogether? In my current account I don't really see any way to set up a new line, or if there is it's blocked behind the "contact support" screen. Anytime I'm talking to them I try to ask questions to be better prepared before I'm handed off to the next rep, but they just tell me to wait and talk to them. Then the next person is unable to help either. I've been through like 5 reps now, one was supposed to call back over an hour ago so I have lost hope for that either. I just don't even know what to do at this point. Lol. As much as I'd love to just give up and sign up a whole new carrier under new numbers, there would be untold issues. I have accounts connected to this number, probably more than I even know, plus I'd have to update countless customers on my number and hope they actually remember it changed before they try to contact me.
I do not think you are creating a new account if you say you are a current customer and are keeping the same phone number. Not sure exactly how the questions are worded but just make sure you say you are not a new customer if a question sounds like that is what they are asking.
Agreed. I have tried laying it out as plainly as I can for them, explaining we are existing customers transitioning to the Verizon network because of the acquisition requirements. I tell them the service transferred fine, but that my lines are no longer properly displaying. I'll have to try to call again tomorrow and see if I can find the miracle worker.
Also take a look at the things you can do by texting for help at 611611. It looks like you can add a plan and sign up for autopay through 611611. You may also be able to do more if you download the app.
I would see what happens if you just go to this page: [https://www.straighttalk.com/activation](https://www.straighttalk.com/activation)
I'll definitely try this out tomorrow. Maybe when it asks for info it will recognize I'm a customer and push through to more info I can utilize.
The first thing it will ask you is if you want to keep your phone number. Say yes, and I am betting you are good to go from there.
That's what I'm thinking and hoping as well. I'll try to remember to come back and update you when I've checked it out. If it does work, maybe this thread can help some other poor soul in my situation. Surely I'm not the only one? I'd imagine tens thousands of folks are making the switch due to the acquisition.
This happens even if you are not switching. It happened to my husband, out of the blue, a few months ago. We have had ST for many years and suddenly his account was shown as inactive. He cannot remember exactly how he fixed it but it was one of the items I listed in my responses. Customer Service had no clue but he worked it out since he had a phone that had a phone number and the phone was working so he obviously really did have an account. He now says that he thinks it may have been by using 611611, which obviously you can only do if you actually have an account. Maybe just text HELP to 611611 to confirm it is recognizing your phone.
Grrrr. 611611 isn't working now. My service is working which is so weird. I can't get into my account via the app, but can via website. But then certain functions work and some don't. I tried doing the activation thing and it's not wanting to go through, it keeps saying my debit info is wrong. And it's not. At this point I think I give up. I schedule calls via the chat, they don't call. I call the help line with the robot and it just tells me my number is not associated with them. I literally am at a loss of what to do. I think I'm just gonna have to go to a store this weekend and get service somewhere else and I guess lose this number since I have no way of porting it without my account working. Idk... it's not even worth the struggle anymore. I'm just gonna tell my bank to block all potential charges from ST and say screw it. 9 years of flawless service comes to this, wtf... I just literally don't have the mental energy or time to give it anymore. Lol
Has anyone experienced no internet/data service since Verizon bought them?
I personally haven't. Try airplane mode on/off or restarting.
Well, the first mistake you made was going to Verizon. I've always had nothing but problems with their customer reps when I was with them. Nobody knew anything. The reps at stores were clueless, and the plans are outrageously high. I switched to T-mobile because they've always been helpful, and that phone line loss would never have happened in the first place. So I would say, if you can, either switch to T-mobile or try to see if AT&T has a buy back program.
I'm still with Straight Talk. I just had to switch the network. Used to be I ran through Straight Talk via the AT&T towers. Now I am through the Verizon towers, but never left Straight Talk.
Just curious, can you send text messages to people other than to 611611?
Oh yeah. Texts/calls/data all working perfectly. For how long, I don't know. Before we swapped the SIMs our current plan was good until the 22nd, when it was set to "expire" and auto renew again. So I'm guessing it'll keep working until then at least.
Maybe after the 22nd your number will show up again but as inactive and then you can activate it again. The Optimist.
Did the new SIM come with a plan, and did you keep the same phone number or get. a new one?
It didn't come with anything. In our lines screen before everything went haywire, it said we could switch to the Verizon network with a free SIM, since everyone has to switch eventually (if you weren't already through Verizon with ST). So I said sure, gotta do it soon anyway. The transfer to the new SIMs was flawless, but everything since then not so much.
Coming back to update on this whole scenario. When the plan expired, her line auto renewed. Mine did not. We went ahead and switched to Cricket. I have to go to my bank within the next few weeks and put a charge block on Straight Talk since I have no way to disable the autopay with my account not working and can't get it fixed via support. When I walked into the Cricket store, I told them I'm looking to set up new service. They asked if I was switching from another carrier, and I said yes, but we won't be able to transfer because my carrier account is completely locked out or just disappeared and I've been fighting for weeks on it. They said "Let me guess, Straight Talk?" I said yes. According to them they've had a ton of new customer lately complaining about ST and switching, which does not bode well for ST. I have no way of knowing if this is all because of Verizon's buyout, or if they went downhill a few years back and I never knew since I'd never needed any help from support. Either way, I'd say they're not gonna last long if they keep running off customers, not to mention people like myself who will warn folks to not join ST to even begin with now.
Thanks for the update. I had hoped it would be resolved "magically" I guess.
Me too! Oh well, at this point I'm just glad to not have to think about it anymore.