Cricket Wireless Reviews (%countItem)
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Description: Cellular Telephone Service & Supplies, Cell Phone & Tablet Equipment, Supplies & Repair
Address: 575 Morosgo Dr NE Fl 2, Atlanta, Georgia, United States, 30324-3300
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On 12/29 I called to make a "bridge pay" payment which is a payment that extends your due date out 7 days. The representative told me I had a $3 credit and to extend it out for 7 days all I had to pay was $11.86, so I went ahead and paid $12. Paying that amount is supposed to keep my phone on for another 7 days and it gives me a 7 day extension to come up with the rest of my payment. On 12/30, I wake up and my phone is off. I can't make or receive calls it was like my phone was turned off. I called cricket wireless off of a different phone to see what the issue was. They told me they had a system error and their system cancelled my account and that it would take until the next day to fix it and get it turned back on. So I call back on 12/31 because my phone is still not on and that representative told me there was not even a ticket submitted to get my phone fixed..so he would submit a ticket and it would be the next day before it would be turned back on. At this point I am aggravated because the representative on 12/30 did not submit anything at all to get my phone fixed. So, I call back today 01/01 because my phone is STILL not on and I asked for a supervisor. The representative places me on hold for about 7 minutes to get a supervisor on the line and then someone picks up and hangs up on me. I call back..the representative that answers the phone says "he's calling back" and then goes on to answer the phone and greet me. I ask for a supervisor again..finally get one this time and she says that my account was cancelled due to non payment and to get it turned back on I would need to pay $48. I explained I had already paid my bridge payment to extend it out and that was all I needed to pay (I do this every month, I know how it works) Considering my bill is only $47 to begin with and she wanted me to pay $48 ON TOP of the $11.86 with a $3 credit I had already paid for THEIR system error not registering my bridge pay payment. Now I have to wait 3-5 business days for it to be fixed.
Product_Or_Service: Samsung /zte grand 4/
Account_Number:
Other (requires explanation) I would like them to pay my bill for this month for the fact that i was traveling for the holiday and was and still am without a phone since Friday and it will still be 3-5 business days before it is fixed and I need them to turn my phone back on immediatley since this is their system issue and their fault and I can not go that long without a phone...who can? what if an emergency happens and i need to call someone? what if an emergency happens and someone needs to contact me?
January 9, 2018
Revdex.com
Online Complaint
Complaint No:***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states he enrolled in Bridge Pay to extend his monthly payment for 7 days, and his service was disconnected the following day.
We have made several attempts to contact Mr. via phone and email January 4th, 5th and 8th to discuss this matter and were unsuccessful. We were unable to leave a voicemail due to Mr. not having one set up. We have provided him with our contact information via email. Should Mr. wish to discuss this matter further, he can contact *** at ***.
We value Mr. feedback and apologize for any inconvenience or poor service he felt he received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank *** for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received several phone calls from this number XXX-XXX-XXXX about health benefits after telling them I was no longer seeking information for insurance but they keep calling me from this number. Everyday sometimes more then once. I informed the young lady that I was going to report this to the Revdex.com.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) For them to stop calling me I cannot say where they are calling from but I was searching on-line I know the games they play to make it look like a local call but I am not stupid I will try to block their number. But it is giving Cricket a bad report. I wanted Cricket to know this.
January 3, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states she has receive numerous calls from a health company, after being told to stop calling her. Ms. reported the number to the Revdex.com.
We contacted Ms. on 1/3/2018 via phone. Ms. stated that there were no issues with Cricket Wireless or her service. After researching the number, she noticed it was a Cricket number and wanted to notify the Revdex.com. Ms. has since blocked the number. We explained that phone numbers get recycled regularly and if it becomes a serious issue, contact the local authorities.
We thank Ms. for her communication and we hope this response properly addresses her concerns.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
I am unable to order Cricket phone service online due to their computer system. Their on line customer service person was incompetent in offering solutions to fox the problem. I called suctomer service and this person was unable to sell me the phone service over the phone.A company selling communication, but offers no ability to solve the problem is providing false advertising. Also, their agents are in the Philippines which is plain WRONG. I SHOULD BE ABLE TO SPEAK WITH AN AMERICAN.
Product_Or_Service: Service
Other (requires explanation) For Cricket to fix the problems I have outlined or two state PLAINLY their limited ability to help stating the following:1) Our customer service people are not Americans, they are in the Philippines.2) We are unable to sell you phone service over the phone.3) Our Website is inadequate and problematics for many customers.
January 8, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re:***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms.. In this complaint, Ms. states that she was unable to process an online order, and is dissatisfied that customer service representatives she spoke with were not American. She has requested that we hire representatives from the United States.
We have attempted to reach Ms. via telephone and email on January 3rd, 4th, and 5th 2018, to discuss her online order issue, but were unsuccessful. We have provided Ms. with our contact information if she requires any assistance in the future regarding this matter.
We understand that Ms. would like to speak with a Customer Care Representative whom she could communicate with effectively. Cricket Wireless encourages global diversity within our workforce, and even though our agents may have accents different from ours, we can attest to their professionalism and ability to help our customers with their needs. We value Ms. feedback and can assure her that her concerns will be forwarded to the appropriate department for further development.
We thank Ms. for her communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless, Customer Support
I PURCHASE A HTC PRODUCT FROM CRICKET AND THE PHONE HAD ANDROID SYSTEM PROBLEM MESSAGE SAYING SEND MESSAGE TO HTC I CALLED SEVERAL TIMES WENT TO CRICKET THEY TOLD ME IT WAS A HTC PROBLEM AND RECEIVED NO RESOLUTION TO GETTING INFORMATION OFF MY PHONE THAT I NEED THAT IS IMPORTANT CANT DO ANYTHING WITH THE PHONE ITS CUTS OFF AND ON IT WANT GO PASS THE MESSAGE THAT COMES UP ON THE PHONE...I HAD EMERGENCY COULD EVEN GET HELP BECAUSE PHONE NOT WORKING.. STRESSFUL AND WITH MY CONDITION IT IS NOT A GOOD SITUATION....THEY REPS TO NOT UNDERSTAND SIMPLE COMMUNICATION ..... AGAIN I CAN NOT DO ANYTHING ON PHONE IT BLOCK BY HTC ANDROID NOTIFICATION ON PHONE
Product_Or_Service: Other //CRICKET
Account_Number:
Other (requires explanation) FOR THEM TO GET INFORMATION OFF MY PHONE AND EXCHANGE
January 9, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states she has had problems with her HTC device for over a year. Ms. is requesting compensation for having problems sending messages and experiencing intermittent service.
We contacted Ms. directly and she states she has since purchased a new device. Ms. states every time she called or went to a Cricket store for assistance, they advised her that she had to reset her device. Ms. did not feel comfortable with resetting her device because she states that she did not want to lose any of her important information that was store. We explained to Ms. that those were troubleshooting methods we use to rectify the problems she had been encountering. Since the problem has been resolved by Ms. changing the device, we have applied a courtesy credit towards her account equivalent to two months of service. During our call Ms. stated she was not able to use her rewards points towards her device purchase and requested information on how to redeem her points. Ms. can visit http://cricketsupport.sessionm.com/hc/en-us/requests/new for all customer support questions on Cricket rewards.
We value Ms. feedback and apologize for any inconvenience or poor service he felt he received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
I AM FOLLOW UP ANOTHER COMPLAINT FROM MY FIRST COMPLAINT NEVER GOT MY REWARDS CREDIT TO MY PURCHASE PHONE WHEN THEY MADE ME BY ANOTHER PHONE DUE TO THE OLD PHONE JUST STOP WORKING DUE TO A HTC COMPANY MALFUNCTIONS.I HAD OVER 50 DOLLARS IN REWARDS.
Product_Or_Service: Other /HTC/unlimited
Account_Number: XXX-XXX-XXXX
February 13, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by ***. In this complaint, Ms. never received her reward credit to use towards the purchase of a new device. Ms. states that she recently purchased a new device and was not able to use her rewards points.
We contacted Ms. directly and offered to apply a credit towards her bill equivalent to the accumulated rewards. During our conversation, Ms. also stated that the device she just purchased has been malfunctioning. We have processed a warranty exchange and will have a replacement device sent to her. Ms. was satisfied with our resolution.
We value Ms.' feedback and apologize for any inconvenience or poor service she felt she received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
This is a complaint against a Store that is an authorized Cricket provider that is operating outside the rules of Cricket. The name of the store is PQH Wireless Inc. on ***. The individual I had conflict with is someone by the name of "***"....He would not give me his full name. I waited in that store for hours to return a phone (December 17 ... Sunday) that I had purchased on Saturday (December 16) On the day I purchased the phone, I asked the sales person that waited on me (***, the co-manager) to suggest what phone she thought would be best for me. I selected the Samsung Halo. She said I had until the next Friday to return with no problems and full refund if I didn't like the phone. As it turned out, the phone had a number of viruses on it and started malfunctioning so I returned to the store the next day for a refund. I had purchased on a debit card and the total bill was $178.61. While I was in the store, I called Cricket to let them know what was happening and they said I would get all of my money back. After waiting for at least two hours, "***" who kept stalling me and asking me if I wanted to return the phone, said I was only going to get $74.99 back. He literally tried to take most of my money for accessories Cricket said were returnable due to the phone being defective. *** created a new ticket for cash instead of crediting me a refund on my card and attempted to give me cash. I refused to take it and walked out of the store after I took a picture of the cash on the counter, ***, *** (a man being trained in the store) and the customers who were witnessing the attempt to defraud me and create an illegal sale. Because of the attempt to defraud me, I filed a dispute with my bank and my card was canceled and the matter is being investigated by my bank. I also went back to the store on Monday and alerted the co-manager as to what had happened in cash *** tried to lie and say I took the money with me
Product_Or_Service: Samsung /Halo/Samsung Phone
Account_Number:
Other (requires explanation) I am giving PQH Wireless Inc.,*** an F rating. They should not be selling or representing Cricket at all.
January 9, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states that he did not have a good experience at an Authorized Retailer in Rosenburg, Texas.
Cricket Wireless aims to provide a seamless, consistently satisfying store experience across all of our store locations. Mr. was incorrectly informed of the device upgrade process as it relates to retaining your current number, and we sincerely apologize for that. We value long-time customers, such as Mr., and want to ensure he remains a loyal customer.
Regional leadership was engaged, and it was found that the while Mr. request was to receive his refund back on his card, that our payment processing machine was experiencing technical difficulties, this is why cash was offered to him as a form of refund.
Mr. was contacted by the store, however as also stated in the Revdex.com complaint, Mr. would dispute the charge with his bank.
In regards to accessory returns:
Accessories purchased at Authorized Cricket Dealer locations are subject to that Authorized Agent's return policy. PQH Wireless. return policy states that accessory sales are final.
We value feedback and apologize for any inconvenience or poor service he felt he received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank for Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she DID NOT accept the response from the business.)
There are some corrections necessary...I am a woman and not a man. Also, I called Cricket when I was in the store on the day I returned the defective phone and Cricket informed me that the only valid fee was the restocking fee. When I was in the store the next day, I was told by the co-manager that I would get back my restocking fee. So a total refund is expected. Additionally, I was never told about the problem with their cash register until "after" I filed the complaint. They mentioned a "Mr." interchangeably with me so not sure who "Mr." is. I did get a call from a member of the executive staff at Cricket reaching out to me and I appreciate his efforts and there may be something this Cricket store can do to win me back as a customer.
To whom it may concern,Hi, I was changing over from Verizon to Cricket so I called the Cricket Wireless and they told me that it was no problem to port over my number from Verizon. So, I went online while they were on the phone and I placed the order. UPS delivered the order and left it at the 'front door? in which my daughter stay at home just to receive the package and did not get any visitor. Now the UPS used did not require a signature. I live at an apartment building where hundreds of people passing by can take the package which in the past UPS Delivered my package to the building next door. Well I closed my Verizon account on the 18th hoping to get my new phone and set it up and running. Cricket says technically That it is my loss they can't help. Chances I will lose my number and they don't care. Cricket is filled with customer service that don't know what they are talking about one person tells me one thing and another, another thing. I asked Cricket what is the reason that they are not sending me my new phone. Money? I will pay for the lost package just get me my new phone and my number ported over. She said they can't help me.
Product_Or_Service: Samsung /Galaxy Amp Prime 2/
Account_Number:
Other (requires explanation) To get my phone and the number ported over before I lose it.
January 10, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re:***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by***. In this complaint, Mr.n states he was porting his number over to Cricket Wireless. He experienced a porting issue which left Mr.n getting a new number and leaving his previous number in limbo. Mr. would like to receive his device from the porting promotion and retrieve his old number.
We have contacted Mr.n. We have requested a new device be sent. We have provided Mr.n with the updated tracking number and order number. We are working with our porting team to retrieve his previous number and he is aware. As soon as we receive more information, we will update Mr.n directly without findings. Mr.n has agreed. Should Mr.n have any question in the interim, please contact*** at ***. Our office hours are Monday-Friday, 9a-6p. If we are unable to answer, please leave a voicemail and we will respond accordingly.
We thank Mr.n for his communication and we hope this response properly addressed his concerns.
Regards,
Cricket Wireless, Customer Support
I purchased a phone on Dec.20 Returned to the Store Dec.27. They told me it was 8 days. The day I buy the phone is a day lost. (not what the refund policy says) On Dec. 25 they are closed for business (you can't count a business day you're not available for customer service). I have a defective phone and they don't want to exchange the phone. I was told to go the UPS Store let them inspect the phone then wait 2-3 days for my phone. I would lose more days and business without a phone. I prepaid for a month of service and that will now be altered because they don't want to honor their policy.I talked to at lease 5 representatives. This call highly stressed me. They took my money, gave me a phone that don't operate correctly, ask me to lose service days and won't honor their policy. If you thinking about going with this company look at MANY REVIEWS..AWFUL,DISHONEST AND THEY ARE PART OF AT&T UNBELIEVABLE.
Product_Or_Service: LG /LTE/2gb
Account_Number:
Other (requires explanation) Money back for monthly service and activation for a defective phone.
January 9, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by*** regarding Cricket service. In her complaint, Ms. states that she attempted to return her device but it was denied because she was not within the 7 day return policy.
The return policy for Cricket is as follows:
Devices purchased at a Cricket store: Cricket provides a 7-day return policy - beginning on the date of purchase - in which you may return or exchange a qualifying new or reconditioned wireless device purchased at one of our Cricket Stores.
Devices purchased online purchases at***: Cricket provides a 7-day return policy - beginning on the date the device is received - in which you may return a qualifying wireless device. Devices purchased online must meet the return/exchange requirements to be accepted. Devices that do not meet the return/exchange requirements will be returned to the customer.
Certain devices may include return requirements that are different from this Return Policy. Any differences in return policies will be explained at the point of purchase.
In regards to Ms. requesting a refund for her Cricket service payment made upon activation:
Amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If your account is suspended or cancelled, for any reason, any remaining balance in your account will be forfeited.
Please refer to our Terms and Conditions online at***/terms.
Notwithstanding the before mentioned terms and conditions an exception was made and refund check of $55 will be issued to the address Ms. provided.
We apologize to Ms. for any inconvenience or poor service she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
I switched four lines to another carrier which caused to close my account. I made payment just before I switched to another carrier. Although I used 7 days out of the full month I paid for, Cricket Wireless refused to refund me for unused portion.I was not explained when I opened an account that if I cancel the account in the middle of month, my account would be closed. It is unfair practice.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Cricket Wireless should prorate my payment and refund unused portion.
January 3, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** In this complaint, Mr. ported his lines to another carrier in the middle of his billing cycle. Mr. only used 7 days of service and is requesting a prorated refund for unused service.
We contacted Mr. on 1/3/2018 via phone. Mr. stated he was not told he would not get refunded for unused service. Per our policy, Amounts paid for Service Charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If your account is suspended or cancelled, for any reason, any remaining balance will be forfeited. We have explained the terms to Mr. Im and he understood.
We value Mr. feedback and apologize for any inconvenience or poor service he felt he received. We thank Mr. for his communication and we hope this response properly addresses his concerns.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
Received my information from a third party won't tell me how they received my information and won't stop sending me mail I want the spam invitations to stop
Account_Number:
Other (requires explanation) I want my information removed from their main frames and I want them to stop sending me junk mail
January 11, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr.. In his complaint, Mr. requests that Cricket Wireless refrain from sending him any unwanted postal mail containing advertising. Mr. claims that Cricket received his information from a third party.
On January 11, 2018, Cricket Wireless' Escalation manager, Damaris, contacted Mr. to discuss the complaint further. Mr. is not and has no record of being a Cricket Wireless customer. Mr. claims that the Cricket Wireless service is not available in his area but he receives unsolicited offers in the mail for our services.
In an attempt to correct the issue, we have asked Mr.' address be added to to the Do Not Mail list.
We thank Mr. for his communication and trust that this explanation properly explains Cricket's actions in this matter.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she ACCEPTED the response from the business.)
I went into this store (***) to start my service with Cricket. I had one young man with dark hair and a distinctive accent (anas n on receipt 6:31 pm) help me with everything who was the only employee at the time. I explained I wanted the $25 talk and text monthly service which was advertised online. He more than once told me it was $30 a month even though I said I checked the website that day and knew it was $25. I showed him my unlocked phone which I have never used internet on and did not request internet service for. I very specifically said more than once I only wanted the $25 monthly plan. I was told there were additional fees like for installation or other service charges. He said my total bill would be $50 (a one time price) and yet the total came out to $55. (There was another customer waiting and I had already needed to take more of his time to get the phone activated, etc. so I didn't press the issue.) Today (12/26/2017) I checked the automated system to see how much I owe. It said I had the $55 plan. I looked up the store phone number online by location and called the number to explain I had been charged incorrectly. The man sounded exactly the same as the one who helped me when I first went in person to the store. He said I should wait until the day before paying my bill to change service because I had already paid for the $55 plan. I said I didn't have internet on my phone and explained that when I purchased it and didn't need it now either. I mentioned that if he was unwilling to help me I would file a complaint and he said I had the wrong store location (something and Vliet) and his name was Sam. He gave me a different number. I called it and it was busy. I called him back and he said maybe it had the same owner but he was not lying even tho I confirmed the correct number (not the one he gave me) from my original receipt, online and from cricket's website chat help. I explained the situation and they told me to file a complaint against him.
Product_Or_Service: LG /don't know/
Account_Number:
Other (requires explanation) I would like for Cricket to acknowledge this man's dishonest business practices. He tried to give me the wrong price for a service I knew I wanted, charged me extraneous fees which were unnecessary as later determined by a cricket chat employee, was not willing to take off the extra charges once I called the store to tell them about the discrepancy and then LIED ABOUT HIS IDENTITY AND LOCATION in order to cover his tracks. I would someone to apologize and verify they are aware of this.
January 4, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Martha***. In this complaint, Ms. states she visited a Cricket Wireless store and that the store advocate was dishonest and attempted to sign her up for a higher priced service other than the one that she requested.
We attempted to contact Ms. via phone on December 29, 2017 and were unsuccessful, so we sent an email to her as well. We advised Ms. via the email that we had sent her complaint to the appropriate parties to ensure this issue is addressed and this matter can be used as a coaching and training opportunity. Ms. responded back via email, and stated that she was satisfied knowing that this matter had been escalated to leadership. Ms. has our contact information should she need any further assistance on this matter.
We value Ms. feedback and apologize for any inconvenience or poor service she felt she received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she ACCEPTED the response from the business.)
December 18, 2017, my wife and I went to the Flash Communications NM store, a Cricket authorized agent, in Carlsbad NM, located on ***, approximately 120 miles one way from our home. Our intent was to purchase a lower cost cellular service plan for myself and my wife than the one we had with AT&T. We asked about the different offered plans. We asked if we could keep our old phones and phone numbers as well. We were told that we could keep our numbers and also our phones if they were 'Cricket compatible'. They looked at our phones and said that they were Cricket compatible. We chose a plan and asked if Wifi calling/texting would work with the plan that we chose. We were told that it would. We purchased the chosen plan and the sales representative transferred our phones from AT&T service to Cricket service. Later that day, my wife checked the settings on our phones. Wifi calling was turned off. The phone would not let us turn it on. We would receive a message that there was an error. It read: 'Error Identified. Oops! That wasn't supposed to happen. Please try again and if the error continues, please contact us at 611.? It also would not let us update our emergency 911 address. Being that we were still in town, we went back to the store. The sales representative tried numerous ways to get the Wifi calling to work. She called their customer service and spent about an hour on the phone with him. He told the sales representative that the plan that we chose did not have Wifi calling/texting, but said the he would add it to our plan. He told her to tell us that it would be installed within the next 48 hours. It was not added to our plan within that specified time.December 20, 2017, we went to a Cricket store on ***, approximately 100 miles one way from our home. We're not sure of the address. In this store, we saw a sign that said that we should have been offered new phones, one for free, one for $9.99 or one for $29.99 if we signed up with Cricket and transferred our number from another company. We told the sales representative that we were not offered that option at the Carlsbad store when we signed up and we wanted to exercise that option. She told us that we could not exercise that option because we were/are Cricket Customers now and were not transferring any numbers. The sales representative looked up our plan and said that we did not have Wifi calling/ texting on our plan. After leaving there, I called the Cricket Customer Service. This customer representative worked diligently with me trying to get the Wifi calling to operate on our phones. He told me to turn my phone off, take the battery out, wait 5 minutes, reinstall the battery and he would call back. I did this and he called back. It still did not work. He didn't seem to know what to do. Later that day, another customer service representative called me, but I was eating in a loud restaurant and could not hear her.December 22, 2017, I once again called the Cricket Customer Service. I talked at length with a representative. I explained to him that we live in a remote rural area and there is no cellular service, therefore we use Wifi for calling and texting through our internet connection. I explained all that we had been through in both the Carlsbad and El Paso stores. He told me that we would have to have a Cricket phone, that our old phones wouldn't work with Wifi from the Cricket service. He told us to go back to the Carlsbad store. He said that we would have a choice of two phones for free, a LG Fortune or a ZTE Overture, but neither of these phones supported Wifi calling. In order to get Wifi calling, he said that we would have to purchase a LG X Change for $49.99, a discounted price from $99.99 since we were new customers and had transferred our phone numbers. He said that if we purchased this particular phone, we would have Wifi calling/texting.December 26, 2017 we went back to the Carlsbad store and explained what the customer service representative told me on the evening of December 22, 2017. We were told that we were not eligible to buy the phone that was suggested by the customer service representative for $49.99 because we were/are not 'new customers'. We argued that we would have bought a compatible phone the first time we were in the store if we had been told that our old phones wouldn't work. Then we were told we could still not have gotten the discounted price on the phones because we were transferring from AT&T. They said that AT&T was their 'sister store? and those discounts didn't apply to AT&T customers. We were never told this anytime during previous conversations, we did not see any literature in the store to this effect, nor is there any mention to that effect on their internet websites. Regarding the phone that was recommended to me by the customer service representative, the Cricket website shows the cost as, '$49.99 with number transfer? and '$99.99 with new number or current customer phone upgrade'. They also said that we would have to pay a $25 upgrade fee if we purchased the new phones. We paid a $25 activation fee for each of our phones, plus $9.99 for the new SIM card for each of our phones when we first signed up. The plan we chose was $30 per phone per month. The total cost on our first visit was $135.28. We tried to get the store representatives to waive some of the new costs since we weren't told that Wifi wouldn't work with our old phones and we weren't offered new phones when we first signed up. They wouldn't do this. It would have cost us another $199.98 for two new phones and $50 for two upgrades had we chosen to do this. We have already expended quite a lot of out of pocket money just making three trips to town (approximately 680 miles total) regarding this matter and we still don't have the service that we thought that we were purchasing.
Product_Or_Service: LG /K10/2 GB High-Speed Data Access
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I want to definitely know if the plan I purchased does or does not provide Wifi calling. I want the same treatment and options as other first time purchasers of Cricket services that transfer their numbers. I want to be able to buy a Wifi compatible phone at the discounted price as advertised when numbers are transferred. I want to be guaranteed Wifi calling/ texting will work for me when, or if, an agreement is reached. I do not want other fees applied on top of what I have already paid for as a first time customer. I want all of the above to apply to my wife's phone too.
January 5, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In his complaint, he reports that he on December 8, 2017, he went into a Cricket Authorize Retail store in Carlsbad NM. He brought his own devices (BYOD) into the store and asked if he could use Wi-Fi calling with them. The store advised that both cell phones were compatible with Cricket. After completing the purchase, Mr. and his wife drove home, a 100 miles away from the store, to find out that they could not use the Wi-Fi calling feature. They contacted customer service and also went into a nearby store but no one could assists setting up Wi-Fi calling on the devices. The store sales person advised he needed to purchase a Wi-Fi calling-capable device from Cricket. At the store they saw that there were devices being sold at discounted prices, for new port in customers. He was advised he did not qualify for this promotion. He is asking why the price plan he purchased does not offer Wi-Fi calling, and he wants to get a Wi-Fi compatible device at a discounted price.
Wi-Fi Calling is currently available on select Cricket devices. To enjoy Cricket Wi-Fi Calling, you'll need a Wi-Fi Calling-capable smartphone and an active Wi-Fi network. For more information visit: ***
We immediately contacted the District Manager for the Authorized Retail store, and requested an investigation be open on why the customer was provided misinformation on Wi-Fi calling, and not offered devices at a discounted price. The store informed that the customer was porting his numbers from AT&T and did not qualify for the discounted prices. Also, the store states that they chatted with dealer support and they were told that the customer's phones were Wi-Fi calling compatible. We are providing further coaching to the store associates so this does not happen again. The store Manager contacted Mr. and offered to waive the upgrade fee, and sell them the LGC at a discounted price. Mr. will be going to the store next week.
We contacted Mr. and he confirmed that the store Manager called him and make him the above offers. He will be going into the store next Monday or Tuesday.
We apologize to Mr. for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she ACCEPTED the response from the business.)
I ported my number and switch my service from Verizon to Cricket. There was a free phone offer. The representative did not offer me the free phone. I requested the free phone and was told that the transaction had been completed so I could not get the phone. I contacted customer service who told me the same thing, and referred me back to the store as the only option. The store would not allow me the phone. I went to another store for assistance setting up my voicemail, and issues sending and receiving some messages. I also asked the second store about the phone and they gave me the same information. I was then told that my phone was not fully unlocked it was only partially unlocked and I would need to go to a Verizon store to have it fully unlocked. I went to a Verizon store today and they told me that the phone is unlocked there is no partial or full unlock, and they customarily do not lock their phones. My voicemail is set up, but rings busy and does not allow people to leave a message. Intermittently, I am unable to send emails, pictures. Cricket representatives are telling me my issues are due to the phone not being fully unlocked, Verizon representatives are telling me it has to do with Cricket service and the way some phones interact with another provider. I am not getting resolution, it sounds as if purchasing a Cricket phone would work however I should have gotten a free one which I was refused.
Product_Or_Service: Samsung /S6/Unlimited
Account_Number:
Other (requires explanation) Accurate helpful assistance from Cricket customer service Representatives with a resolution, and the free phone that I was entitled to as the promotion and did not receive.
January 9, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by*** regarding Cricket service. In her complaint, she reports that she switched services to Cricket Wireless. The Authorize Retail store had a free phone promotion going on at the time. Ms. states she was never offered the free phone. She states she requested the free device, but the sales agent advised her that the transaction was already completed, and they could not provide her a free phone. She also states she had several different issues with her Verizon device during her transfer over to Cricket.
We attempted to call Ms. to gather more information on the busy signal problem she was reporting. Our call went straight to the busy signal. On December 29, 2017 we open a network ticket (#***) to our technical team for further investigation. We also contacted the store's District Manager to investigate the reason why a discounted phone was not offer to Ms.. The same day, 12/29/2017, our technical team advised that "The phone was provision correctly in the billing system but was not connected to the cricket wireless network at the time of testing." We then contacted Ms. by email and advised to power cycle her phone to resolve the problem. She confirmed that the busy signal issue was corrected.
Ms. contacted us on January 2, 2018 by email and reported that she was not sure if the email, SMS and MMS errors were corrected. She was experiencing these issues while at work. We open a new network ticket (# ***) to investigate the MMS, SMS, and email issue she was reporting. Or technical team was not able to contact Ms. by phone. They advised that if the issue persists. She will need to go "to a store and Test another SIM card in her device to find which one has the problem", her SIM card or her device.
Per the District's Manager Investigation, we found that Ms. went into the store on December 8, 2017. We could not confirm if she was offered a free phone. The store advised that Ms. is eligible to trade her phone and receive credit for another phone. The store is also offering to waive the upgrade fee, regularly $25. The District Manager attempted to contact Ms. by phone and left her a message. He also sent her an email with the options mentioned.
We apologize to Ms. for any inconvenience or poor service she felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she DID NOT accept the response from the business.)
Part of the reason I was "unable to be reached by phone" was due to Cricket's service issues. My issues have not all been resolved. The voicemail is currently working, and I do believe that I am receiving at least the majority of my calls. I am able to place outgoing calls as well, at this time. However, I am still having intermittent delays and failures with sending text and picture messages, e-mail, and occasional issues with internet connectivity. I have spent time in multiple Cricket stores, and have spoken on the phone and by e-mail with numerous Cricket representatives. When I call in again to customer service, it seems as if no one is aware of any of the previous issues, and I'm either directed to complete a troubleshooting or other step that has already been done, or told there's nothing else they can do. It is now my understanding that the service issues are directly related to the fact that the device I am using is a Verizon device. Which brings me back to the first issue that I experienced with Cricket - I did not receive the advertised free Cricket phone (which would work on their network)
I was made an "offer" by Cricket to give them my Verizon phone which I own, purchased at considerable expense, and is in full working condition (apparently just not fully compatible with the Cricket network) and in return they would give me the free Cricket phone which was initially advertised, which I am entitled to, and which they deprived me of. So, they 1) falsely advertised a free phone 2) refused to provide the phone when requested at point of sale 3) failed to make it right thereafter 4) failed to initially inform me that my phone may not work on their Network 5) failed to provide a customer service resolution 6) failed to offer any monetary credit for the loss of service/service gaps and 7) they have requested that I give them my personal property.
Skirting the issue is not a resolution.
I RETURNED AN IDOL ALCATEL ONETOUCH (MODEL ***) THROUGH UPS STORE IN NOVEMBER BECAUSE IT WOULD NOT COME ON EVEN WHEN PLUGGED IN. THE CRICKET STORE RECOMMENDED THAT I CONTACT THE WARRANTY DEPARTMENT WHICH I DID. THE WARRANTY DEPARTMENT SENT A REPLACEMENT. ALL THESE WHILE, I WAS USING AN OLD SAMSUNG PHONE OF MINE. DEC. 13, 2017 I TOOK THE REPLACEMENT PHONE BACK TO CRICKET STORE TO SWAP AND ACTIVATE THE SIM CARD.EVERYTHING WORKED OK BUT THAT SAME DAY, WHEN I ANSWERED A PHONE CALL, I COULD HEAR WHAT THE CALLER WAS SAYING BUT THEY COULD NOT HEAR WHEN I SPOKE. THE VERY NEXT DAY, I TOOK IT BACK TO CRICKET STORE AND, THEY TOLD ME THEY WERE HAVING A LOT OF ISSUES WITH THAT PARTICULAR PHONE. THEY RECOMMENDED I CALL WARRANTY AND RETURN IT FOR EXCHANGE.THEY TOLD ME THE RESALE VALUE WAS $20.00. THAT I SHOULD TRADE IT IN THE MOMENT I GOT IT.ON MONDAY DEC. 18, I GOT AN EMAIL FROM CRICKET WARRANTY DEPARTMENT STATING THAT THE PHONE I MAILED WAS DAMAGED WITH "triggered or missing LDI (Liquid Damage Indicator). IT WAS NOT DAMAGED BY ME. THEY SENT ME A DEFECTIVE PHONE SOMEONE ELSE RETURNED....!!!!MY ORIGINAL WARRANTY WAS STILL GOOD FOR APRIL/MAY 2018.
Product_Or_Service: Other /IDOL ALCATEL ONETOUCH/SMART
Account_Number:
Other (requires explanation) REPLACE MY PHONE.
January 9, 2018
Revdex.com
Online Complaint
Re: ***
Complaint ID: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr.. In the complaint, Mr. explains that he was provided a defective replacement by Cricket's warranty department. Cricket Wireless refuses to replace his device stating that the device was inspected prior to being sent out, and did not have water damage. Mr. would like a replacement of his device.
Per our Terms and Conditions located at: ***
*** Damage to the device is not covered under warranty. Cricket understands that a customer's device is an important part of their lives. To protect their investment Cricket provides options. The Cricket Protect option which if purchased, protects the device from loss, theft or damage including water or physical damage. There would be an insurance claim process and a deductible if the customer would choose that route. Mr. did not choose that option.
On January 8, 2018, Cricket Wireless Escalation Manager *** spoke with Mr. and asked that our warranty department make an exception to assist Mr.. Cricket sent a replacement device and has asked that Mr. return the defective device under the RA number sent via e-mail.
Mr. is no longer a Cricket Wireless customer. He may use his device if he decides to return to Cricket Wireless since all replacement devices are locked to the Cricket Wireless network and subject to Cricket Wireless' Unlock Policy. The policy may be found at: ***
We thank Mr. for his communication.
Regards,
Cricket Wireless
Customer Corporate Relations
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks to Revdex.com. Cricket just replaced the phone in a new phone box as opposed to just just putting the phone by itself in a ups box when I got the replacement.
Have no use for the phone now that I cancelled my cricket services.
Again, thanks to all involved.
I had great service for 2 1/2 years with Cricket Wireless but the last two and a half months have been horrible. I can not receive phone calls or text messages when I am near the tower closest to my home. I have spoken to over a dozen customer service representatives, two technicians, and people in the store. No one has been able to fix the problem. This is my personal and business phone. I was offered a credit of $5 and told that they do not know how to solve the problem. The customer service people are no help and do not know what they are doing.
When calling in was promissed 2 credits one of 15 dollars then a additional credit of 20 dollars by the supervisor over the issues then was told about a plan for unlimited everything vs our plan of smart which was unlim. talk and text and high speed data up to 8 gigs speeds of 8 mbps a second! I was lead to believe that the unlimited 2 unlimited everything was the same speed of 8 mbps when in fact the speeds was only 3 mbps the rep that maded the change promised and said he check that I would not take a drop in speed. so when I called back at 4:20pm to ask about what I was told on the phone this morning at 8:30- 8:45am I find out that not only was my plan changed but I lost over 5 mbps of speeds a second after being told this would not be the case and I find out that the credits of 15 and 20 only the 15 was applied and they then refuse to check the logs saying it would have 3 to 5 days for them to pull them and offered a credit of 10 dollars instead of the original 20 that was promised on top of the 15 along with telling me that the plan I had of smart was no longer avalible and I would have to get my lines back active in order for them to even make a ticket to get my original stuff back this is not only false and miss leading info but shady and underhanded practices and dealings in handle a so call loyal customer. I am also considering contacting a lawyer over this!
Product_Or_Service: Samsung /Galaxy amp prime/Smart
Account_Number:
Other (requires explanation) I seek to have the proper credits applied and fair compensation for the mess up along with my plan fixed back to what i had without the run around and issue they are giving me and the people involved in this issue properly punished for the shady and manipulative practices they put forth along with cricket being made to fall in line with better consumer practices and laws that protect us the consumer
They have credited 1 month of service and sadly cant get my old plan back however they did credit one month of service!
I don't have cable so I us the phone as a hot spot for the computer. My plan is for 8 gigabytes. It worked fine for the first year but in the last couple of months they claim I am using much more data than I am. last month they said I used almost all 8 gigs when my computer indicates I used less then a gig. Then they send me texts saying I should upgrade my plan. I subscribed to computer magazines for twenty years so I know how to read data usage on my machine. I can't get any work done because my data allotment disappears too quickly. It's unnerving. Since I rarely make a call or use any apps I would also consider it felony theft. Just today they claim I have used almost 2 gigs of data when all I did was check my email for 5 minutes pay a credit card and visit your website. I wan't them to correctly log their customers data and stop being the typical nasty telecom service, trying to get away with anything they can.
Product_Or_Service: LG /LGX/8gb data teathering
Account_Number:
Other (requires explanation) Start being fair again like they originally were. I am fair with them, I always pay my bill on time.
December 29, 2017
Revdex.com
Online Complaint
Complaint No:***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In his complaint, he reports that he has an 8 GB plan. The plan worked for him the first year, but the last couple of months, he kept receiving text messages from Cricket Wireless due to his 8GB being almost gone, before the end of his billing cycle. He is asking we investigate and correct on how our system is logging his data usage.
We researched Mr. account and confirmed that has been receiving messages giving him heads up when he reaches 75% of his 8GB data plan. On October 17 and November 15, 2017 he used a 100% of his data allotment. We opened a ticket and sent it to our technical team to further investigate any problems with his data usage. Per our technical teams findings, we see that Mr. did use 8GB of Data by 10/17/2017 and 11/15/2017. There were no problems found.
The following link explains the common causes of High Data Usage and Data Saving Strategies: ***
Mr. is on a smart plan and has Mobile Hotspot making his monthly bill $60 a month. He has a total of 8GB for both the regular data and tethering data combined. Please note that we are always offering new wireless plans to accommodate our customers. Please visit https://www.cricketwireless.com/cell-phone-plans to see if our unlimited plan would be something you would be interested in. It offers unlimited high-speed data access with speeds up to 4G LTE and you can add Mobile Hotspot for an extra charge (8 GB at high-speeds; after 8 GB of usage, hotspot speeds slowed to 128 Kbps.
We contacted him on December 27, 28 and 29, 2017 with no success. We also sent him a text message and an email with our contact information If Mr. still needs assistance please have him contact *** at ***.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she ACCEPTED the response from the business.)
Microsoft windows 10 data usage meter is what I use. I do not see how that could be wrong, but at this point I will just try to find another plan with another company. Thank you for doing what you could. Sincerely
I made a cell phone purchase order number on 11/26/2017 in the amount of $96.19 and I never received the order. The I received a UPS tracking number via cricket wireless website that showed my ordered was delivered on 11/29/17 but I never received my order. I notified cricket wireless and UPS that I never received my order that was supposed to be delivered by UPS on 11/29/17. Cricket wireless created a ticket number for my unresolved issue then closed out the ticket informing I would get a full refund and a $10 credit to my bill. However, I never got a refund but only a $10 credit to my bill. I spoke with another supervisor that open up a second ticket number and informed to allow 3-5 days to get the issue resolved. Cricket Wireless is giving me the run around in this matter and all I want is money back for a product that I never received. I also informed this company that if I received the new cell phone my account would show the activation for this phone. However, on my account it doesn't show any activation for the new cell phone that I ordered but shows my current cell phone that I have active with their company. As I told cricket wireless that I am not sure if the UPS carrier stole my package or delivered to the wrong house. Either way I never received my order nor a refund for my product that I never received.
Product_Or_Service: Other /HTC Desire 626s/Smart Plan $50/monthly
Account_Number:
Other (requires explanation) i want a full refund of $96.19 to my wells fargo checking account that i used to make this purchase.
January 3, 2018
Revdex.com
Online Complaint
Complaint No:***
Re:***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by***. In this complaint,*** states that she ordered a cell phone on 11-26-2017 and that she did not receive her order.
Ms. was contacted by email on 12-31-2017. Ms.. It was verified with Ms. that a refund of $64.19 was already processed. The Back Office was contacted the remaining $32 was refunded today, 1-3-2018.
We value feedback and apologize for any inconvenience or poor service she felt she received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she ACCEPTED the response from the business.)
I would like to add a hot-spot to my plan, I have been using the hot-spot on my phone, but Cricket customer support has told me that my device is incompatible. Customer support has told me that I must buy a compatible device or they will shut my service off due to the fact that I have been using my hot-spot. I do not understand how a device that I have been using a hot-spot on is incompatible for a hot-spot. I also do not want my service to be shut off, but I have no other option but to spend over a hundred dollars that I do not have to spend on a new device. I like my phone, I like the Cricket service, coverage, and the price they have for what I want. What I do not like is that customer service told me to go somewhere else because because I don't want to change phone and they won't work with me to keep my device.
Product_Or_Service: Other /HTC Desire /Unlimited TT&D
Account_Number:
Other (requires explanation) I would like to start paying for the hot-spot I have been using and keep the same device that I brought with me from my last carrier.
December 22, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In his complaint, he reports that he has been using his device's hotspot, but Cricket has notified him that his device in not a compatible device for that feature. Mr. was told that his services will be suspended if he continues to use the hotspot feature on a not eligible device. He wants to start paying for the hotspot feature, and not get suspended.
Cricket Mobile Hotspot allows customers to turn their eligible mobile phone into its own internet sharing device for $10 a month. Customers may use a compatible basic phone, smartphone, or tablet" with Cricket's service. Our records show that Mr. is using an HTC Desire 530 - a non-Cricket device, and the device is not eligible for hotspot service. For more information on eligibility visit:***
We contacted Mr. and advised on the aforementioned. We explained that this is a prohibited Use of our data service under his agreement with Cricket. We explained that our records have confirmed that the IMEI of the device he is using for service is not an authorized Cricket device. Mr. will need to replace his device with an approved Cricket device IMEI in order for his services to continue. Mr. understood.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
I was enrolled in the automatic payment with Circket. I called on Dec. 9, 2017 before the started of my next cycle to requested my money $55.00 to be transferred back to my debit card because I was no longer using them as my wireless carrier. The representative told me I needed to file a dispute with my bank. I called my bank and they stated to me to call the merchant to try to have them transfer the funds back. I called on several occasions and have been given the run around. One representative said it can be transfer back, but I will have to wait three business days. In three business days no money is deposit. I have spoke to a supervisor who stated they will not refund me my money, despite the fact I no longer have services with them. Each representative I spoke with has be given me different information. I shouldn't have to pay for service I am not using.
Account_Number:
Other (requires explanation) I want to be contact by Corporate office representative. I also want my money refund back to my card. I have been more than patience.
December 22, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms.. In this complaint, Ms. states that she was charged for service payment after she ported her number out to a different carrier. Ms. requested that we refund her the unused service payment.
Upon further research, we have verified that Ms. ported her number out of Cricket Wireless on December 9, 2017. Because her monthly payment was set up on auto pay, the service payment was drafted on December 8, 2017.
We spoke with Ms. on December 22, 2017 about her complaint. We explained to Ms., that per Cricket Wireless's policy, service payments are drafted 24 hours prior to the due date when customers are signed up on auto pay. We also explained to Ms. that all service payments are non-refundable. We did however make an exception on Ms. case and approved her request for a refund of the service payment. We also informed Ms. that since she no longer has service with Cricket Wireless, a refund check will be mailed to her.
Ms. was satisfied with the resolution, and had no additional questions. We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
When I started my plan with Cricket I had LTE at my house and it stayed that way for a few months. I now struggle to get 1 bar of 4g and I have gone into the store and contacted customer service several times but they keep telling me that I am in a low coverage area. My complaint is that if I'm in a low coverage area than why did it work before and some of the people for customer service says that the towers are acting up but they do not offer to fix the problem. They avoid the fact I had LTE but can no longer get it.
Product_Or_Service: Other /Zte Blade x/Unlimited 2
Account_Number:
Other (requires explanation) I would like them to fix the problem but I'm not looking for anything but my good service back.
December 22, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re:***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by*** regarding Cricket service. In his complaint, he reports that he is not able to connect to the LTE network. He only gets one to zero bars of service on his phone. Mr. keeps experiencing dropped calls, text messages not going through, and when he attempts to access the internet he gets a failure message. He states that the issue started a few days before Hurricane Irma, but it got worse after wards. He is asking the issue gets fixed.
We opened an IT case for our network team to look into what is causing the issue. Per the investigation notes, we found that Mr. is in an extremely poor coverage area as the closest cell site is over 5 miles away. There are also trees surrounding his location, which makes it difficult for signal to penetrate the area due to the vegetation.
Please note that the availability of service and coverage Services may be interrupted, delayed, or otherwise limited for a variety of reasons, including environmental conditions, unavailability of radio frequency channels, system capacity, and constraints. Cricket does not guarantee the availability of the wireless network or any Wireless Services. For more information visit ***/terms.
We contacted Mr. on December 22, 2017 and explained the aforementioned. We were able to come to an amicable resolution that Mr. was happy with.
We apologize to Mr. for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support