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1.3
Updated by user Nov 04, 2018

I have no updates at this time. I had to put this issue aside because of health problems and a separate problem with my cable/internet provider.

My plan is go above the USAC and SafeLink at my next earliest convenience.

The issue is NOT resolved yet. I just don't have time to deal with it.

Updated by user Oct 08, 2018

I contacted the Universal Service Administrative Co. and received the below response followed by the name of a Lifeline Support Center rep: "Hello, Thank you for contacting USAC regarding your recent complaint.

In response, USAC has documented this information and the Lifeline Program Integrity Team will reach out to you directly if more information is needed. If you would like to switch with another service provider, it is necessary to cancel your Lifeline services with the current Lifeline service provider and contact another service provider to complete an application. The link below provides a list of providers that participates in the Lifeline program near you. https://data.usac.org/publicreports/CompaniesNearMe/Download/Report Once you choose a service provider, you can call and request an application for the service providerโ€™s Lifeline program.

I *** have any other questions or concerns please call our customer support via the toll free number (800) 234-****, Monday-Sunday 9am-9pm. Thank you," *** As you can see, the rep didn't answer ANY of the questions I sent to the USAC and instead just threw this SCRIPTED response at me. So, I responded back asking them to either answer my questions or forward my request to their manager since it's useless for me to try to switch providers if the Wi-Fi or some alternative turns out to not be available with anyone, which is one of the things I originally asked the USAC about in my request. In the meantime, I checked the FCC's website.

SMH so much at all of the wasted time and stress caused by this BS. Apparently, SafeLink has been lying about the monthly call requirement. A call only has to be made every 60 DAYS. Here's the text from under the FAQ tab at https://www.fcc.gov/consumers/guides/lifeline-support-affordable-communications: "What if I have free Lifeline?

If you receive Lifeline for free, you must use your service every 60 days in order to maintain the benefit." SMH. I've been harassed by SafeLink about the 30-day requirement and ultimately it turns out that it isn't even a real requirement. No.

Lifeline users can go up to 60 days without using the service. And, as I thought, recertification is only once a year, which for me would be in September or October to have it done in time for the November expiration under my old enrollment and not April like the SafeLink and Tracfone reps tried to tell me, after fumbling over the 30-day excuse once I pointed out that they promised to mark my account and keep it open, was the actual reason why my account was deactivated.

Updated by user Oct 06, 2018

Please note: I am thankful that the FCC Lifeline service exists. The new smartphone is obviously also better in many important ways than the old Alcatel phone.

So, I am also thankful to now have the new phone. The point of my review is to point out what isn't working. I am angry that SafeLink isn't providing a resolution to my problem. I am angry that the company has caused me to repeatedly lose critical time that I could have been working around my multiple health problems.

I am angry that they have caused me undo stress and harm that's aggravating my symptoms and making my health worse. I am angry that SafeLink and by extension Tracfone still hasn't provided me with the emergency calling service that they promised not only to me but also that they promised the US government and FCC that they could provide in my region.

Original review posted by user Oct 05, 2018

I live in a rural area where the closest cell signal is outside of town (i.e. I don't get a signal inside my home). For almost eight months I've had to rely on someone else to drive me places. As a result, I was unable to do the one call every 30 days, but I was reassured in April by SafeLink that it was fine and they would mark my account.

In September, I saw how plenty of people in this area have been using their cell phones with Wi-Fi calling. So, I started looking at other Lifeline providers since I didn't think SafeLink offered a smartphone. I then happened to see on SafeLink's page that they were offering new customers a smartphone. So, I called in to ask why no one sent one to me last autumn when I was having problems with my old phone and once again brought up the disappointing issue of there not being a signal inside my home. A Wi-Fi call capable phone which would have solved so many problems.

I was told at first that my account had been deactivated. When I asked why, I was told that I hadn't made calls every 30 days. When I explained that I was told that my account would be marked, then I was told that the account was deactivated because I hadn't recertified during the annual enrollment -- same rep during same call. None of this made any sense since my phone and voicemail were still working and the phone stated that I was still active until some time in November. I spoke with several reps who then tried to claim the same. I've since learned that the existing minutes and services are still active until the expiration date even when the account is deactivated.

Anyway, after explaining my situation and getting no help through support, I contacted the Florida resolution line. I was reassured at the time that a smartphone would be sent to me if I re-enrolled from scratch. Needless to say I was upset that I had to re-enroll at all since I didn't see any of the above as my fault. That said, I went through the whole process of re-enrolling and eventually the phone arrived... only... even though the Wi-Fi works to access the internet and download apps, the Wi-Fi calling option keeps giving me an error (RE0006). Also, my phone number wasn't in the phone and there was no scrolling information about my total minutes.

I called support only to be told by several reps that I did have a phone number (one gave it to me), the phone doesn't need to work and that I didn't have to call the activation line since the phone was already active. I explained the Wi-Fi calling problem and they kept telling me that my phone doesn't offer that feature. One rep told me should would look up the error code and then only checked the serial number. When I asked her what the error code meant then, she reiterated it meant what she had found under the serial number. Another rep laughed at me and then said that it depends on the location of SafeLink's partner towers (i.e. that I need access to your signals to use Wi-Fi calling). I tried to explain to him that by definition Wi-Fi isn't associated in any way with the cellular data side of things, but he ignored me. I then called the manager office in Florida again. I was told the same BS as above about the phone being active, how I didn't need to call to activate it, how the phone number works and how Wi-Fi calling isn't something I can get with this phone and service.

I hung up and left a message for another manager who had helped me in the past from that same office, but she never contacted me back. Tonight, I finally was able to go down the road and use the cellular service.

Here are the facts:

1. I did in fact have to activate the phone. SafeLink texted me a message stating so and the voicemail didn't work prior to my calling and activating the phone over the cellular service this evening.

2. I then set up the voicemail, which again wasn't working until I used the cellular service.

3. I'm still getting the RE0006 error even though the phone has software specifically designed for Wi-Fi calling. It keeps telling me that I need to turn on location tracking. Well, I do have it turned on.

I am actually able to make calls from home using the phone. SMH. But that's only because I downloaded the Google Hangouts and associated Dialer apps, which are VOIP service that works separate from the Wi-Fi calling software. And this service is what what I have been stuck using this entire time. This service doesn't have voicemail or 911. Keep in mind that if I could actually use the SafeLink plan, I wouldn't need to use Google's VOIP service and could actually do my 30-day calls. Also, not to forget: the SafeLink plan page actually states that the smartphones offer Wi-Fi and cellular service.

SMH so much.

So, I'm essentially where I was prior to receiving the phone with the only difference being that I'm using Google Hangouts and Dialer on a smartphone instead of the computer. IF I can get back down the road, I can set up call forwarding so that calls to my SafeLink number will forward through Google Hangouts and I can check my voicemail, BUT then I'm stuck once more not being able to show that I'm using the phone to make calls through the actual service every 30 days. And, either way, I still won't have 911 as promised. I will need to program the phone with local numbers for emergency services.

This is ridiculous, especially given that the phone has Wi-Fi calling software. I'm just so fed up. I've lost HOURS that when all added up in the last two weeks alone equal about a day and a half of my time and life that I could have better spent doing things like working to make an income instead of trying to get this service to work so that it actually is available for emergency calling. With my health problems, I also get severely sick when I have to be on the phone too long or deal with stress... the whole point of this phone was supposed to be that it would HELP make life easier -- not worse. And, if I can't make the 30-day calls, it will get deactivated again, which then will cause me to lose my phone number and voicemail.

Reason of review: Poor CS, Bad quality service, Not as described.

Monetary Loss: $1000.

Safelink Wireless Pros: Idea of the program and receiving a free phone, Phones app capabilities.

Safelink Wireless Cons: Poor customer service, Long hold times, Agents reading scripts instead of active listening, Rep laughing and scoffing at me, Reps who lied.

Location: Hyndman, PA 15545, USA

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Guest

Tracfone who runs safe link and other brands have all their customer service/ call center in the Philippines. You call, sorry, I have no script to read from my computer.

wtf!!! impossible to get any help as they are just a reseller of t-mobile, sprint, verizon and att.

MattSL
reply icon Replying to comment of Guest-1697369

Hi. I'm Matt from SafeLink Wireless.

I am very sorry to learn that your experience with our service, was less than adequate. We value our customers and understand how important it is to offer exceptional service. We would like to discuss the details of the issue, so that we can address it immediately. Please click on this link http://bit.ly/2qdrKHH to chat with a live agent or call 1-800-378-1684.

Our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You may also text the key word HELP to 611611 to view our self-service menu with a list of help key words with valuable information. Thank you.

Salomon Rnl

Addendum to the above: I put a $1,000 for total losses, but that doesn't refer to just last two weeks -- that's since I moved here two and a half years ago. When I've needed the SafeLink service to work in emergency situations, it has rarely worked -- even in areas with a strong cellular signal.

Instead, for years, I kept getting a ridiculous Emergency Calls Only message both when calling or when using the autodial feature to call a programmed ICE number. This was apparently a glitch, but it took years for SafeLink to figure it out and only after I found the Florida Tracfone Executive Resolution Department number online and a manager helped me get a new phone and then manually reprogram it while I spoke to her using Google Voice via the computer. I can't even begin to explain how much time I lost/wasted over the years just trying to get that one problem fixed...

or how many opportunities to better take care of my health and improve my overall life slipped through my fingers because of the lack of having anything other than outbound-only Google Voice through Gmail service. Honestly, the losses are well over $1,000 -- several thousand dollars in fact.

Salomon Rnl
reply icon Replying to comment of Salomon Rnl

Note: VitalDrever is me (Jher). I didn't know last night that I could add text to the review as I did this morning and added the above comment when I could see that there wasn't any sort of Edit feature.

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