ComplaintsforEntouch Wireless

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Entouch wireless disconnect my service with waiting til I'm establish with assurance wires when I did a transfer request online. I have not gotten a new phone with service transfer yet and entouch wireless disconnect me immediately from 1 day I did the online request .they should know it would take days or a week before I can recieve a new phone service from.assurrance wireless gov free phone by mail. I have a chronic disability I'm 65 and I have a appt where I will have to be pick up .how will they call me?? They need to give me back my phone number. This is not fair

  Business response

  04/21/2023

  Please see attached. 

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was given this free phone by *********************** in **********, *******. It never worked right. I got it around December 8, 2023. The phone # on it is ************. It has frozen since the day I received it. Now it has been frozen in a state on white 'on' for a week. I have been on hold with Entouch for half an hour. This is unacceptable. Before the phone froze completely last week, it also said it was out of minutes and I could not make calls. Being a single middle-aged woman with myriad health conditions and no car this was extremely dangerous to be without a phone. I cannot sit on my laptop--which is what I am calling them from on ****** Voice--for hours. I jsut want them to send me a phone that is not defective and transfer my phone number to it. The **** on the defective phone is ***************. The sim card is 8901240320112392090F. these numbers have come off the box obviously since the phone is useless. They have just answered the phone after nearly an hour and then hung up on me. This hour could have been spent cleaning since I am disabled and rarely get oout of bed. Just want a phone!

  Business response

  02/23/2023

  Please see attached. 

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I cannot get a free phone sent to me ... Cannot get through to any one who will help me, either by phone or email ... They indicated that I was approved .. but nothing ... Run around NEED MY PHONE

  Business response

  03/20/2023

  See attached 

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  No Service for 2 weeks 13 hours of **************** calls and chats, no resolution.

  Business response

  02/23/2023

  Please see attached. 

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  LIES LIES LIES!The company lied and misled me and the public regarding my request to port my current number from another provider to my new account with them. Their website specifies steps to transfer current number to them which basically instructed the public to call their only support number ************** to process the porting process. ********************************************************************** Two separate calls made today 1/30/23 which are summarized below:Agent #1: She repeated from a script stating that they can't do that. They don't have that access for porting. I repeatedly referred her to the webpage. Ultimately, she hung up Agent #2: He stated that my phone number from the previous provider is from same tmobile ******************** and their network is also tmobile. Thus, can't port. First, I repeatedly asked *** is ********? No resolution there. Second, different providers riding on tmobile network are allowed to port, which is specified by FCC. So, the agents lied. The company lied. Their website lie & mislead. They are breaking FCC rules and laws

  Business response

  02/20/2023

  Please see attached. 

  Customer response

  02/20/2023

  Complaint: 18956041
  I am rejecting this response because:
  

  I have not received clarification to my questions to the number transferring and the absurdly slow data speed, which has been throttled on a fulltime basis since day 1. Even after the porting question is answered satisfactorily, there would still be a pause because of the full time slow data throttling. Why would one continue with a porting when the fulltime data deprioritization is being implemented and not being addressed? These two examples of complaints should bring to the attention to the various consumer reporting agencies of how many of their affected customers have not been addressed because they don't know about or don't submit complaints to BBB and to other agencies? 
  
  I have been in touch with *************************** (Sales Support Coordinator), with whom I emailed last on 2/13/23. I have been waiting for her reply to the needed clarification of the porting and its new SIM as well as of the very slow data speed. Her feedback has been quite slow, as exemplified by a prior reply email which didn't answer my questions as well as to me waiting on her reply to my latest email 7 days ago. Also, I don't know what "terms of service" in regards to data speed was ever explained to me, as was referenced in their correspondense via BBB.
  
  Regarding data speed: 
  On a fulltime basis (since activation), my data speeds have been reported as being between LESS than 1 to 5 mbps (averaging 2 mbps). This is the slowest data speed compared to any of my past networks by far. My previous carrier was via another ******** service provider Safelink with whom my line was on ******** network, where I was receiving ***** mbps consistently. Both ******** providers, Safelink & Entouch, are using the same ******** network. I've used the SAME phone and tested the speeds at similar to exact locations indoors and outdoors over various days, where in both instances my phone had up to the maximum signal bars of 4-5. So, the only factor that is different is the network sim card from Entouch. The slow speed affected me in a recent example of needing some medical info as I was waiting in OUTSIDE front of a medical office but I couldn't get the info in time or the website would time out. I have used much of my time in communicating this with ******* & and assistant, as well as via a handful of calls to customer support including their *************** on 2/7/23-2/8/23. Everytime, an agent would quickly replied that they have just fixed the issue on their end immediately hearing my complaint (as if they didn't actually do anything on their end). As instructed, I would restart the phone, only to find the speed issue remained the same. On a 2/8/23 call, an agent said he would ship me a new sim to see if issue gets resolved. As of 02/20/23, no sim has arrived. So, I have been receiving false resolutions and a waste of time on my end.
  
  Regarding the number porting: 
  As explained to ******* a couple of times and patiently awaiting her reply which is passing 7 days, I activated on my BYOD with a new sim card from Entouch under the CA ******** plan. So, I already received a new number. Is she saying that upon number porting, I would need to acquire another new sim that would have my ported number attached, even though I just activated with Entouch? Also, if so, how does the ******** benefit get transferred to the ported line?
  
  Sincerely,
  ***************

• Initial Complaint

  01/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I recently was informed that someone has used my information to obtain a wireless account under my name. When I try calling the number to there customer service number it just seems like no one answers the phone. I call back to back and all day and night and I still have yet to speak to a agent. I need to resolve this identity theft matter ASAP and I need them to answer the phone to assist me. .

  Business response

  02/09/2023

  Please see attached.

  Customer response

  02/11/2023

   
  Complaint: 18940773
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Entouch wireless is horrible completely breaks all the rules of acp . I watched a agent use two separate ids for one individual. Seen them tell someone that they are rejected and then try and sell them the phone they actually got qualified for .. most of theyre agents work for multiple campaigns and sell them under the same tent. It's absolutely ridiculous and needs to be looked at asap

  Business response

  02/15/2023

  Please see attached. 

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received the phone with the *** card already in the phone on Thursday the 19th of 2023, i was not given the 10 digit number, I've called the number it says to call and all they tell me is my order number is still pending and then hang up on me... And all I want to do is get the phone number so I can activate the phone. I've been calling all day today!. My name is ***********************, last 4 of my social is ****, and my date of birth is 12/22/93 this company is non helpful what's so ever...

  Business response

  02/01/2023

  Please see attached. 

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up to receive full unlimited covid funded internet service. the person lies constantly and always has three people there with he. After receiving the phone I noticed the battery was not working and was getting drained. I told three people in the company that I needed to cancel any they say that they will not cancel. This is a horrible thing to happen when I need to find a job and they took away all my data and told me NOW they only allow the free in **********. I just want them to turn off all services they already turned phone off I called to remove all services but it keeps cmming up my name that I already have service and,m I have not. Please close my account with this horrible company.......

  Business response

  02/09/2023

  Please see attached. 

  Customer response

  02/10/2023

   
  Complaint: 18834127
  
  I am rejecting this response because: Through no fault of my own I was out of phone service for 30 days and I am continuing to be out of service today so now it's ********************************************************************************************************* customer service.  They will not provide any important information up front when you enroll with their program they are unclean they're dirty they're all addicts and they really need to clean themselves up and stop working on the streets and just do this online.
  
  Sincerely,
  
  ***********************

  Business response

  02/15/2023

  Please see attached. 

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am currently a lifeline recipient and have entouch wireless services. I have had issues with not being able to get or make phone calls. This has happened each month for the past 4 months. I have contacted them via email each time and they tell me "each time" that they will fixed the issue but it continues to happen. They tell me to call the tech department, I don't have another phone and the 611 number doesn't work either. I have to find a cell phone that I can borrow in order to get help. As a senior living alone I need to have cell phone service, not everyone can receive text messages. Please help Thank you

  Business response

  01/10/2023

  Apologies for the delay in response in this case. The customer also issued complaints with other sources, and when we responded to the other entities, this one accidentally got closed out. 

   

  In summary, we have been trying to reach the customer to confirm the address in order to ship out a new replacement device. We've been unsuccessful in reaching her, so a replacement device was mailed to the address listed in the complaint. We haven't heard from the customer since the new device was shipped, so unless we hear otherwise, we'll assume that the new device resolved the issue.

   

  Again, sorry for the late response.

   

  Thank you,

  Customer response

  01/10/2023

   
  Complaint: 18595944
  
  I am rejecting this response because: They have not reached out to me the last communication from them was via email 1/5/2023. They only stated that they were having issues due to a switch and that they were working on it. I was also asked if I could call them "how" I have no service. The email said nothing about them sending a replacement phone. I do not need a replacement phone my cell phone works fine, when I have service. They sent a sim card and I received it on 12/28/22, it didn't correct the issue of my receiving calls or making calls; I did let them know. As of today (1/10/23) I still do not have service, nor have I received the "replacement cell phone" I believe that the problem is on their end not the phone or the sim card. I have now been without service for a month.
  
  Sincerely,
  
  ***********************

  Business response

  07/24/2023

  Please see attached response for complaint #: ********

  Customer response

  07/24/2023

   
  Better Business Bureau:
  
  I have not reviewed the response made by the business in reference to complaint ID ********,  because I have not received one. But I will close this complaint at this time since there has been no resolve to the issue that was filed since 2022. Still continue to have issues with their service each month.
  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩