Tuesday, February 9, 2010

We hear you

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56 comments:

  1. Technical issues? Please contact customer service first at 1-877-430-2355. They will endeavor to solve your problem as quickly as possible.

    If your issue is not resolved to your satisfaction, please send e-mail to SuperCSR Elston: ELombillo@tracfone.com for assistance.

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  2. Are there any plans to get Blackberry introduced as a phone option in the near future? Other prepaid services are now making those available...

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  3. I have a Motorola EM326g with a SIM card through Net10, Can I use it with your service? It seems that you have a better plan than they offer. I have only had the phone 2 months and I would prefer to use it if it will work with your service.

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  4. 4Given2, no, you cannot use the EM326g with Straight Talk. The Em326g uses GSM. Straight Talk uses Verizon's CDMA network.

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  5. I would also like to see a Blackberry service and would be willing to pay up to the same amount that Boost Mobile is charging at 60.00.

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  6. Please support usage of Opera Mini and Google Maps. Great applications that I used on my old Virgin Mobile phone. I was really bummed when I switched carriers that these programs aren't compatible with most of your phones, if at all.

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  7. I have a Verizon phone(voyager), can I somehow use it with your service? Can I use any Verizon phone with it?

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  8. I have an LG enV® TOUCH and my child has an LG enV®3(both with Verizon). Will these two LG phones work on the Verizon CDMA network? Will these two phones work with the Straight Talk service? (We have had the phones about 6 months and we really like them, but would love to save some money.)

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  9. Are there any plans to expand service in Texas? My city is covered, but could not use it for a good distance when traveling since the surround cities to me do not offer service. We also lose our Sprint service, but AT&T works the whole way we travel. I would switch from Sprint if I knew it offered better service than Sprint.

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  10. Does Straighttalk plan to offer a USB Broadband service, in the near future?

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  11. Hello
    I would like to see Straight Talk replace its 411 service with something that is usable. Both Tracfone and Net10 has 411 service that connects to a real live operator for a phone number and then automatically connects you. Also, if you want to receive a text message of the phone number, it will send it on to you (both Net10 and Tracfone, but NOT Straight Talk). This needs to be improved from the current scheme of using Voice Recognition for phone numbers.

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  12. Hi my name I Ashley I have straight talk and I love it !!! The thing is I wanted to get the touch screen samsung phone and was told it does not work in my area will they start selling that phone in my area at any timein the future ?

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  13. R: No Straight Talk Blackberry right now. Sorry.

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  14. 4Given2 s: Straight Talk service works exclusively with Straight Talk phones.

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  15. Dre: Thanks for the suggestions.

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  16. Lee & Andrea: Straight Talk works exclusively with Straight Talk phones.

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  17. Mel: thanks for the suggestion!

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  18. When you register, you have to put in your zip code right...and then they base what service you get off of there. Well, i have moved, and i get absolutely NO service. Is there anyway of changing that so i can get service where i am at??

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  19. Chy; Please contact customer service first at 1-877-430-2355. They will endeavor to solve your issue as quickly as possible.

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  20. I am shopping for a phone for my son. What is the bottom line price for the 1000/1000 $30 package after service fees and taxes? I am not happy with my current provider that seems to invent new fees to up my contract price.

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  21. Craig: depends on sales tax where you live. Why not stop by a local Walmart and ask at checkout.

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  22. So, there is only sales tax, and no add ons like FCC pass down fees? Those are included in the $30.00 package price? If that is the case, that is wonderful!

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  23. Why does straighttalk phones not roam? Will this be changing anytime soon? Thanks!

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  24. While the price on this service it right, you most definitely get what you pay for in terms of customer service. If you are a straight up new user who doesn’t mind having a new phone number, this service is for you. If you are trying to port in a number, well good luck to you!

    I have been in this process well over a week and after my last call 10 minutes ago, I was told that a new order had been placed to get my number and that the process was starting over. This was after a CS person called me yesterday to tell me (for the first time) that they had ported my number, but could not add it to their system due to the initial zipcode apparently not having service with them. I was told my only solution was to go back to AT&T (which is just cost me $200 to buy out of my contract), pay all the fees to initialize a new contract again, and have them try to get my number back from ST. If I followed their current advice this whole process, including buying their phone and two service cards (since my phone had been active for one day on another card, they made me buy a new service card to port in my number), is going to cost me just over $400 and which has gotten me one day of service and over a week of very important missed calls.

    As of today, they are trying to port the number to and from a different zipcode (the location I am moving to in a few weeks) hoping that this will work in their system. I was told to call back in 24 hours once again. The most maddening part of this process is that I ported my girlfriends number to her new phone from the SAME AT&T account and zipcode (of the number I was told now might be impossible to port) on the same day as mine and her phone worked within an hour. Every time I point this out to CS, they ask for her ticket #, tinker with her account which ends up temporarily disconnecting her phone, which means I have to place another call to CS to get her phone working again.

    Once again, if you are a new customer with a new number, ST is the choice for you. Anything more complex, you will be faced with an absolute nightmare that will cost you money instead of saving you anything.

    When I first heard of ST a few weeks ago, I bragged it up to well over 20 individuals and told them I would try it out and let them know what I thought about it. That is 20 potential new customers for you if this can actually get resolved (which I am starting to highly doubt).

    Elston, do you have any advice? I guess I will check back on here in another 24 hours. Man, I am getting really tired of hearing that phrase every day from straight talk...

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  25. When will we be able to add games and apps to our phones if applicable? I have the Samsung R810.

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  26. i got an email saying that i had cancelled, (I DID NOT) am I being cancelled and why?? I have tried and tried customer service this am for over an hour repeatedly and no getting thru, did any1 else get this cancellation?? thanks anne (anniesrats@gmail.com) HELP!

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  27. Kenrod: Straight Talk runs on one of America's best networks and there is no roaming. If you are having coverage issues, please contact customer service. Thanks.

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  28. Joel: Sorry to hear about your problem. Please send e-mail to SuperCSR Elston: ELombillo@tracfone.com for assistance with your issues.

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  29. tuffigirl: Nothing new to report. Thanks.

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  30. Anniesrats: Sorry to hear about your problem. Please send e-mail to SuperCSR Elston: ELombillo@tracfone.com for assistance with your issues.

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  31. Well, after 11 days of simply being told over and over "check back in 24 hours," my phone is finally working. I just hope it continues to work ok as I never want to have to deal with ST customer service again.

    Thanks for the offer of help Elston, it is more then I have gotten from anyone else at Straight Talk.

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  32. Joel: Some issues take longer than others to address but we're glad yours was resolved.

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  33. Im having the same issue as Joel had, I simply do not understand how the porting process can take so long. Now I am in a real pickle, my "old" phone is not valid any longer due to the porting process, and no service on the "new phone" .. The only reply I seem to be getting from ST Customer Service is "The process will take between 24 and 48 hours" .. Im now wondering how many more of those "24-48 hour" time frames I will need to go through without having access to either phone..

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  34. Hi Sharon; Sorry! Most porting issues are the result of delays by the previous carrier. We're limited in our ability to expedite the process because of this. Thanks for your patience!

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  35. Can I in any way go online and check my usage?

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  36. When will the samsung fineese be available is 46205 again?

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  37. I have the Samsung SGH-T401G and had my number ported from my old carrier with little trouble. My problem now is that when I try to access the browser, I get message "check data restrictions-36". I have been on the phone with ST about 4-5 times now trying to get this straightened out. It's like deja vu when I read the previous posts about working with CS. Can someone help me?
    Thanks

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  38. Hi Judy: If you're on Facebook, you can post your issue here: http://www.facebook.com/StraightTalkSupport

    If you're not, you can receive assistance here: http://www.straighttalkwirelessforum.com/

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    Replies
    1. for some unknown reason I can't comment on ST Facebook page. I can see comments, but not post? odd.

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    2. I see, but can not post on ST Facebook page? odd.

      Delete
  39. my number was ported in less than 3 hours... and with the exception of one customer service rep that just didn't speak english very well, i've had no problems with their service centers. my only complaint is that i can't upgrade to a blackberry or have a few cool apps... willing to pay for them as soon as they get to it - hint, hint!

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  40. what happened to the touch screen Samsung R810C

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  41. Hi Zackery. It was discontinued months ago and is no longer available.

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  42. is there going to be another phone like the Samsung R810C comimg out cause i was saving my money and now i find out i cant get it anymore why did they discontinue it, i really dont like my phone or any of the other ones so what are my options

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  43. If/when there are new phones to announce, we'll do so here, Zackery.

    In the mean time, you might want to look at the Nokia smart phones at Walmart and walmart.com or the other offerings at http://www.straighttalk.com/ShopPhones

    Thanks.

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  44. My daughter has an LG 290C that she got from Tracfone. Can she switch over to Straight Talk with this phone? We noticed ST has this exact phone available as a recondition.

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  45. Hi Rhonda. Sorry, no. Straight Talk service works exclusively on Straight Talk phones. Thanks.

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  46. HELP!!!! My husbands phone doesn't work!!! I am on the phone with straight talk after holding since 12pm, it's now 6:20pm. I finally got someone at 5pm...The first guy laughed at me as I tried to explain that it had a circle with a slash through it o the top next to the battery symbol. I said "please don't laugh, I don't think it's funny". After re-explaining over and over and trying everything he said while he was laughing at me. nothing worked:( He laughed and said what sounded like "Stupid American Girl" could have been something else but "stupid and girl" where very clear. So clear my husband said "Did he just say what I think he said" Me: "Yep!" I said "that was inappropriate, the problem is on your end. How does that make me stupid?". He said he would transfer me and then hung up. I called back and got a new person who was much nicer but he ran through the same jargon and nothing helped. He transferred me and now I have been on hold for that for the last 20mins. Can someone please help me. Or am I out of the money I just paid you plus a $300 dollar phone. Can you at least refund the monthly payment we just made today, so he can switch providers to mine...which is Verizon! Sorry, I have never seen such poor service and after being with y'all for a year. So sad and what a let down!

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  47. Can I use a Verizon phone with Straight Talk?

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  48. Since this post is over three years old, I wanted to ask to whom do we address customer service complaints? Thank you.

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  49. Since this post is over three years old, may I ask to whom we address customer service complaints? Thank you.

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  50. Why isn't Samsung Kies USB Backup supported by ST? Spent an hour on the phone with 2 reps that I had trouble understanding. After an hour they finally admitted they didn't know what Kies was. Samsung said tech support had to come from ST, and ST never heard of it? odd.

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  51. called customer service to see if i could get a copy of my text messages from the last couple days. she could not help me so i asked to speak to a manager and she told me to hold and she would connect me. She connects me to a voice that says "all representatives are busy" and then it just tells you to call back and hangs up. So what should i do? i keep calling and it just says their busy and hangs up. is there any way to speak with someone who knows the answer to my question?

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Surpassing Verizon, TracFone notches 1.1M net adds in Q4

By Mike Dano
http://www.fiercewireless.com

Feb. 9 2011 - 6:03 pm - América Móvil's TracFone MVNO service netted a whopping 1.1 million new subscribers in the fourth quarter of 2010, finishing the period with a total of 17.7 million subscribers.

TracFone's net adds put it in the same league as some of the nation's Tier 1 wireless carriers. For example, Verizon Wireless (NYSE:VZ [1]), the nation's largest wireless carrier, recorded 955,000 total net customer additions in the fourth quarter, ending the period with 102.2 million "total wireless connections."

Such a comparison isn't completely fair, however. TracFone doesn't operate its own wireless network--instead, as an MVNO, the company essentially piggybacks on the networks of Verizon , AT&T Mobility (NYSE:T [2]) and T-Mobile USA, reselling their services under TracFone's brands, which include Straight Talk, Net10 and others. Thus, TracFone's net customer additions are also counted by its host carriers under their "wholesale" column.

Nonetheless, TracFone's stellar growth is notable. The company has grown its U.S. subscriber base from 14.4 million in December of 2009 to 16.7 million in September 2010 to 17.7 million at the end of the fourth quarter of last year.

As for TracFone's subscriber metrics, the company's minutes of use skyrocketed 219 percent year over year, from 94 in the fourth quarter of 2009 to 300 in the fourth quarter of 2010. TracFone attributed the growth to its Straight Talk unlimited service. TracFone's average revenue per user grew from $10 to $14 during the same period while its churn remained relatively unchanged at around 4 percent.

Read the full story here.

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CTIA-The Wireless Association's statement on usage and cost for mobile phone calls

WASHINGTON, DC CTIA-The Wireless Association® issued the following statement today in response to the OECD Communications Outlook report on usage and cost for mobile phone calls:

The headline from the recently released OECD Communications Outlook report reads that Finland, the Netherlands, and Sweden have the lowest prices for mobile phone calls among OECD countries, while the highest prices were found in Canada, Spain, and the United States. But since U.S. consumers enjoy the lowest per minute rates of all of the OECD countries, what today’s OECD report really shows is that some international comparisons just don’t make sense – especially when built on flawed assumptions.

The real story is buried on page 275 of the OECD report which states:

“It is important to note again that the OECD calling pattern in the basket can be significantly different than common calling profiles in a specific country. For example, the high-usage OECD basket includes 1,680 outgoing voice calls per year while users in the United States average 9,600 minutes of voice calls (combined incoming and outgoing) per year. In this case the basket provides the cost of buying exactly the calls and messages in the OECD basket rather than what may be considered a ‘typical’ bundle in the market.”

Read the full article here.