Wednesday, May 5, 2010

Dear Straight Talkers

Share & Bookmark Dear Straight Talkers;

We apologize for our recent technical issues. The network outage was addressed and service has been restored.

Due to the high volume of calls during this time, support staff may not have been able to respond as quickly as we would have preferred. We apologize and are taking steps to ensure that resources are in place to handle any and all customer issues.

Though we do not wish to minimize the seriousness of this problem, the outage affected a small percentage of Straight Talk users attempting activation and replenishment of service. Most Straight Talk customers were not affected by this issue.

We value our customers and continue to work with our partners to ensure that Straight Talk activation, replenishment and support meet their needs – today and always.

Thank you for your patience and understanding.

26 comments:

  1. I purchased a Straighttalk phone this past Saturday. I had attempted to activate it all day Sunday, and most of Monday, to no avail. So, I had to return the phone, Monday evening.
    Now that I understand, why, the phone couldn't be activated, I plan to purchase another Straighttalk phone, either tomorrow, or next week. Hopefully, it will activate without any problems. I'm looking forward to paying only $30/month, for cell phone services.
    Thanks!

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  2. I have only had my Straight Talk phone for 1 month but I am pleased. But I have a only one question. Having a 662 area number is not all that great its almost like long distance to some people using pay phones will there ever come a time that you will have any more 601 area that could be given to me? I would love to have one. Just a question.

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  3. My husband and I have been Straight Talk customers for just under 2 months. Thankfully we weren't affected by the recent system outage.

    However, we haven't been able to check our balances online for at least a week. We get the following error message: "We are currently experiencing technical difficulties and will not be able to process your transaction at this time. We are working to resolve this issue and do apologize for the inconvenience."

    Do you have an estimated time when this feature will be fully restored?

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  4. I Bought a Straight talk phone a month ago The Phone was Ok Untill i wanted to add air time Than had a Issue got it resolved ,and LOST The Phone NOW Just Trying to Activate a New one Have been on the Phone for 3 days trying to get a New one up and Working, Each Time i am Told Got To Wait 24-to 48 Hours for the system to Clear ???
    Bought New Phone ans Still Cant Get The ----- Thing Working
    And The People in The Line are Just not Helpful

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  5. I have been a straight talk customer since May 2, 2010 and my phone defaulted to the Verizon network on May 10th and I have been trying for two days to get a hold of someone in technical support I waited for 3 hrs yesterday and it is going on 5 hrs. today. My cell phone is still not working. I have written a letter that may get me faster results than there support number. Needless to say, I am very unhappy!!!! Oh and they changed my number on me in the process.

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  6. I purchased a straight talk phone last week and had no problem activating however I have since experienced difficulty receiving texts and have been unable to receive tech support. Should I just go exchange the phone for another one? I tried reactivating, taking the battery out, and neither resolved the issue.

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  7. I see the online balance check is now working -- thank you!

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  8. Chris: The website now allows your balance to be checked.

    Eric: Please contact Customer Service 1-877-430-2355 for assistance with your number.

    C: Hope your activation went smoothly!

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  9. muttandpoodles: Sorry! If "regular" customer service is not meeting your needs, send e-mail to SuperCSR Elston: ELombillo@tracfone.com for assistance with your issues.

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  10. i activated my phone online when i went to note what to do after the 5 minute wait my laptop battery went dead it said hit # something after i waited 5 minutes does anyone know what the # something is?

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  11. My husband and I both bought Straight Talk phones a month ago and like the phones. My husband did have trouble in the beginning getting it activated right, due to the fact the customer service representative had a strong accent and didn't completely understand him. His phone is for business so he needs it to be working all the time. We decided to enroll in automatic refill, so I called and again got a CSR with an accent. My phone got activated ok (I have the $30 plan) but my husband's did not (He has the $45 unlimited plan). So now he has no minutes. I tried to call today and ended up on hold over an hour and still did not get through. We tried to do it on the website, but it said he had no phone listed. What can we do to get this taken care of ASAP?

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  12. Wes: Please send e-mail to custsrv@straighttalk.com and include your Straight Talk phone number, serial number and an alternate phone number to contact you.

    Thank you and again, sorry for the difficulties.

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  13. Bob: Please send e-mail to custsrv@straighttalk.com and include your Straight Talk phone number, serial number and an alternate phone number to contact you.

    Thank you and again, sorry for the difficulties.

    ReplyDelete
  14. I have tried to auto-refill my account. It had been set up in the begginning/I receive text to fill. When I try to fill online it says my code is wrong. Tonight is the end of my time plan. how do I get help? you are forcing me to go with another co. I can't go without service! How do I get help?

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  15. Hi Pamela. Sorry! Please call Customer Service: 1-877-430-2355. Thanks.

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  16. I signed up for auto refill and would like to suspend or cancel the service until I get some issues taken care of. There is nowhere on the site to do that as far as I can tell, yet the advertising clearly says "you can cancel auto refill with no penalty at any time." Can anyone help with this?? Thanks

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  17. Hi Sherry: Please contact Customer Service. They will take care of it for you: 1-877-430-2355. Thanks.

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    Replies
    1. I am overseas in Australia. I cannot just call and get it taken care of. How can I cancel my auto-refill? Please let me know ASAP, thanks!

      Delete
  18. I am a straight talk customer. I am very pleased to say that their service, straight talk, is by far the best I've had in my years with wireless service. One little set back that I would change if I could would be the refill menu. Why have a prepaid menu with an "add airtime" in your phone if you are unable to use it? It would make it a lot easier if I was able to add airtime straight from my phone without going online or calling customer service.

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  19. How do I cancel my service. No one answers the Customer Service line, EVER, and my emails go unanswered, ALWAYS. HELP!!!!!

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  20. Hi JL: Please call 877-430-2355 or you can register and post on the forum: http://www.straighttalk.com/

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  21. I love my Straight Talk phone however the only problem I have is not receiving calls.. the phone won't ring at all and I will simply get a voicemail.. what can I do to resolve that?

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  22. Hi Steph. You can either call Customer Service at 1-877-430-2355 or post your issue at http://www.straighttalkwirelessforum.com/ for assistance.

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  23. I have had difficulties with the transfer of my phone directory info. I finally was able to do it myself but with a lot of effort on my part and little if any help from straight talk. Today I when in to buy a car power plug for the phone. The ST employee was busy with another customer and was on the phone trying to help him. As I wanted for about 15 minutes, all the while the employee said nothing to me. Another customer came in and he started to help her while on the phone. I said I was next in line and he stopped. I waited another 5 minutes and left. The employee never even acknowledged me for the 20 minutes I was in the store. I am very unhappy with the Straight talk people and their service. (I mean lack thereof)

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  24. I was given a samsung phone from a friend of mine, He had straighttalk a couple yrs. ago. Today when I tried to switch everything to my info, (i had verizon and was wanting to keep my old #) when i enter the serial # it says i can't use that serial # because it is already being used.....what the heck do i need to do to activate it?????????

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  25. Our family has had Straight Talk cell phone service for 1 1/2 years. We haven't had any serious issues with the cell phones, but the website DEFINITELY has technical issues that need fixed! Numerous times I've attempted to add minutes to the cell phones via the StraightTalk.com website. I've attempted to add the minutes via logging in to the cell phone accounts & directly inputting just the cell phone number. I input the service card pin # & click to add, it brings up an additional box saying "Add to Reserve", I click ok & then the website reboots back to the log-in page. After several failed attempts via both ways I've listed, I end up having to add minutes via the cell phone itself. Also under my account, there's no cell phone listed at all...if that's the case, how do I have an active usable cell phone? When I call to complain about the website & my account issues, the majority of the CSR's I've spoken to, have very strong accents & apparently don't understand English very well. During the call, in which I feel I'm a broken record, having to repeat my complaint to the CSR...I'm put on hold constantly due to the CSR having to "speak to their supervisor" because it's apparent the CSR doesn't know how to resolve the issue...told that the website is in working order, that the issue is with my ISP & I should contact them-is not the case when I know ISP is working fine, having no issues...instructed to call & speak to a CSR to add the minutes. By the end of the call, I'm ready to blow my top from the frustration & just hang up because a resolution is obviously not going to happen.

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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.