Family Mobile Customer Service Issues

Archive 1

The following are issues that customers reported to GetHuman about Family Mobile customer service, archive #1. It includes a selection of 20 issue(s) reported December 30, 2015 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I purchased an unlocked Samsung Galaxy Note 3 online. I inserted my T-Mobile (Walmart Family Mobile) SIM card, but I am facing issues. I can make calls and send texts, but I cannot access the internet without wifi. My plan includes 4G with unlimited everything. The notification panel reads "SIM card is not from Verizon Wireless," but in settings, it shows the mobile network as "T-Mobile." Despite the notification, the phone can still make calls and send texts without wifi. Can anyone offer assistance with this issue? Thank you.
Reported by GetHuman-kelseyb on Wednesday, December 30, 2015 3:33 PM
I am experiencing issues with my service. I own a Family Mobile account under the phone number [redacted]. Unfortunately, my phone was lost or stolen. Consequently, I contacted customer service and provided them with the SIM card number from a previous account of someone else. They assured me they would transfer my account to that old SIM card to help activate my new phone. Despite their promise of a 24-hour wait time, it has been much longer, and I am encountering difficulties in getting my new phone to be activated.
Reported by GetHuman-rdalton on Wednesday, February 24, 2016 4:14 AM
I am an existing customer and I am facing an issue with two-step verification codes being sent to my old phone number ***-***-****, which is causing me to be locked out of my accounts. I need to update my phone number to regain access to my accounts and secure my information. I would like to remove my old number ***-***-**** and add my new number to receive the verification codes correctly. This situation is concerning as my personal information is at risk. Thank you.
Reported by GetHuman-meamy on Saturday, April 28, 2018 5:20 AM
Hello, I'm a former customer named Nicole. I need to update my phone number to receive verification codes. Currently, the codes are being sent to my old number, [redacted], which is no longer valid. As a result, I am locked out of my accounts with two-step verification enabled. I would appreciate assistance in removing the old number and adding my new number to avoid potential security risks. Thank you for your help in resolving this issue and allowing me access to my accounts.
Reported by GetHuman-meamy on Saturday, April 28, 2018 5:32 AM
I recently bought a SIM starter kit and a 1-month service plan from Walmart. The packaging has a scratch-off area to reveal the service plan pin. Unfortunately, the pin got damaged during scratching, even though I was very careful. I contacted MyFamilyWireless, but they claimed Walmart didn't scan the product, despite it being on my receipt. This discrepancy is confusing, as it implies there might be a specific scan process unknown to Walmart or maybe MyFamilyMobile isn't providing accurate information. I expect MyFamilyMobile to fulfill their end of the contract (as evidenced by my receipt) by providing the service I paid for. Whether that means issuing a new PIN or service plan, as long as it's for the same line, I believe that's the necessary step to resolve this issue. Thank you, Walmart
Reported by GetHuman759131 on Thursday, June 7, 2018 10:52 AM
My phone constantly disconnects, making it impossible to have a conversation. I even had trouble reaching [redacted] in an emergency as it wouldn't connect. No one can hear me, and the calls always drop. Customer service is challenging as they struggle to understand the issue. I was supposed to receive a new SIM card, but it never arrived. Additionally, my phone screen has developed yellow marks. I wish there were American representatives available to assist with this frustrating phone service.
Reported by GetHuman-michwolv on Friday, July 13, 2018 9:08 PM
I recently purchased an LGL63BL phone and bought two refill cards in advance. I have been experiencing issues with service, such as frequent dropped calls and poor reception, for the past two months. Whenever I contacted customer service to address these problems, I either got disconnected or faced arguments. I decided to unlock my phone, only to find out that I have to wait 12 months of service before doing so. I am dissatisfied not only with the service quality but also with the dishonesty I encountered. When I inquired about changing carriers, a Walmart representative assured me that I could without any problems. It is frustrating that there is no clear policy for customers who are unhappy with the service. As a travel nurse driving from Texas to California, I had no service 90% of the time. I believe I deserve a refund or two months of complimentary service to see if the situation improves. If not, I would like to switch to a different carrier with the same phone. I feel like I have not received the service I paid for in advance.
Reported by GetHuman950590 on Saturday, August 4, 2018 11:48 AM
For the past few months, I have been unable to access my account to make payments due to persistent login errors. When trying to use the phone service to pay, I can only process payment for one of my two lines. Contacting customer service has been challenging, as it takes a long time for them to comprehend the issue, but unfortunately, none have been able to resolve the problem of paying for both lines at once. Recent experiences with customer service have been disappointing, leading me to consider switching to a different provider. I wish to regain the ability to log into my account and conveniently pay for both lines simultaneously, as I had done previously.
Reported by GetHuman-tlprealm on Saturday, August 11, 2018 12:59 PM
I recently signed up with Family Mobile and purchased the international add-on. I was informed the rate was 1 cent per minute, giving me [redacted] minutes. However, when I made my first call, it was disconnected. It took speaking to 11 representatives over 4 hours to fix the issue, which was on their end. I asked for compensation but was left waiting on hold for over 40 minutes by 2 reps who never returned. Now, two weeks later, my international call was cut off again after using only 30 minutes. This is causing significant financial loss and interruptions during my workday. I need them to address this immediately, ensure my calls work, and provide a second month of service at no charge for me to evaluate properly.
Reported by GetHuman981813 on Sunday, August 12, 2018 9:55 AM
I recently activated a line for my son but have since moved him to a different line on my monthly AT&T plan. I attempted to remove the automatic payment for his phone number on July 10 and requested a refund for the July service. Despite having the automatic payment removed, my account was still debited in August for the same service. I called customer service to address this issue and was informed that I do not qualify for a refund as my account was deactivated, even though I did not deactivate it myself. After several frustrating interactions and being hung up on multiple times, I was initially told a refund would be processed, only to be later informed that it could not be done. I am unable to access my account as it has been deactivated, adding to my frustration with the situation.
Reported by GetHuman-lizlewi on Tuesday, August 14, 2018 7:31 PM
I am experiencing a network issue with my phone when switching back to my original device. I first bought a phone from Walmart and activated a Walmart Family Mobile plan. Subsequently, I purchased a better quality used device (previously under a T-Mobile plan no longer active). I transferred the SIM from my LG K20 under the Family Mobile plan to the HTC One M8, where it worked fine until the M8 malfunctioned. When I inserted the SIM back into the LG, it now asks for a network code, and shows "no USIM card" when attempting to text. Making calls results in "emergency calls only," and the display indicates "network locked" in the upper left corner. I am seeking assistance in obtaining a network unlock code for the IMEI [redacted][redacted]-09.
Reported by GetHuman1189683 on Monday, September 24, 2018 5:27 AM
I was mistakenly charged twice for the e911 service. When I contacted customer service, my call got disconnected twice. Finally, on the third attempt, I spoke to a supervisor, but the call got cut off while my issue was being resolved. The next day, my calls resulted in dead air and being hung up on. During my third call, I was able to talk to a supervisor, but due to frustration, I became upset, leading to being disconnected again. I feel the company unfairly took my money. I am requesting my phone network be unlocked, and I desire a refund to explore other service options. My contact number is [redacted].
Reported by GetHuman-timrrow on Saturday, November 17, 2018 6:05 PM
I am a customer of your carrier, and I recently had an issue with a defective phone that was given to me. After contacting customer service, my phone was replaced with an upgrade due to the inconvenience caused by the faulty device. I was promised a credit for the month of service that I paid for but was unable to use, equating to $3,[redacted] worth of work that I lost because of the defective phone. Despite being told I would receive the new phone within two days, it took 14 days. When trying to activate it, I encountered difficulties and unhelpful attitude from an employee named Rafael, employee number [redacted] from the Philippines. This poor experience led me to consider taking my complaint further, including going to News Channel 3 On Your Side, contacting Walmart, the FCC, T-Mobile, and the Better Business Bureau. I am disappointed with the lack of professionalism and customer service shown by your representatives and will explore legal options to address this matter.
Reported by GetHuman-srlunt on Wednesday, November 21, 2018 3:26 AM
I have been a loyal customer, consistently paying my bills on time. Recently, I contacted Family Mobile regarding a family tragedy and requested to speak to a supervisor. The supervisor agreed to a one-time courtesy extension until January 14th and provided me with a transaction number for reference, which I verified with her. Despite this assurance and even having witnesses present during the conversation, my phones were still disconnected. Family Mobile is now denying the extension, claiming the transaction number is invalid, and accusing me of lying. This situation is particularly urgent as my husband relies on his phone due to epilepsy. I urgently need Family Mobile to honor the agreed-upon extension and reactivate our phones promptly.
Reported by GetHuman-cottaram on Tuesday, December 18, 2018 3:35 AM
I had an unpleasant experience trying to unlock my phone from Family Mobile. Even though I've been a customer for over 10 years and paid for my device in full, I was denied because they claimed it hadn't been active for 12 months, which doesn't make sense considering I bought it in December [redacted] for a Christmas gift. When I called and explained I was still a customer, they still refused based on false information. After being hung up on twice while trying to speak to a manager, I called a different number to inquire about unlocking and was met with more obstacles. I'm frustrated by the lack of transparency and poor customer service. I believe customers who have paid for their devices should have the right to unlock them regardless of service duration. I will not let this issue go unaddressed and will pursue other means of resolution if necessary. Thank you for your attention to this matter.
Reported by GetHuman-hhpromo on Friday, March 15, 2019 12:02 AM
I believe my phone is connected to a private server without my consent, recording me 24/7. Jay Dapper seems to be involved in attempting identity theft, falsifying records, causing psychological and sociological harm, public embarrassment, and fraud using my personal information across various platforms. Recently, I discovered his connection to "vegasliveinc" through Google, where his friend Josh owns Vegas Vegas Autobody, which was closed due to slander. The Wynn "Beach Club" and other entities are also involved. There seems to be an attempt to falsely incriminate me and even threaten to send me back to prison. I fear for my safety and well-being. My contact number is [redacted], and the address in question is [redacted] Old Street, [redacted].
Reported by GetHuman-vegasliv on Monday, April 29, 2019 6:54 AM
There seems to be a tower in my current area causing service disruptions, preventing me from making or receiving calls or texts since yesterday. The service comes back briefly but then disconnects again. My phone keeps searching for service throughout the day, indicating no network connection. I spent an hour troubleshooting with tech support yesterday, but this has happened before. About 40 days ago, I encountered the same issue and spent multiple hours on the phone with tech support. I'm concerned about the frequency of these disruptions, as the inconsistency is impacting my ability to communicate effectively. I may need to consider switching providers if this continues to occur every 40 days. Missing important calls for prolonged periods is not sustainable for me.
Reported by GetHuman2845345 on Wednesday, May 1, 2019 7:19 PM
I have the unlimited $49.88 plan and have been facing internet issues for the past 2 days. I visited my local Walmart, but they couldn't assist, so I was directed to call [redacted] for help. Despite calling [redacted] four times today, my problem persists. Each call puts me on hold or prompts a call back, leading to repeated explanations to different agents. This has disrupted my work-from-home routine and caused me to miss deadlines. I've been a loyal customer for over 3 years and don't wish to switch services. I value the unlimited phone service I pay for and seek a prompt resolution. Your assistance is greatly appreciated.
Reported by GetHuman-jacjactu on Sunday, November 10, 2019 9:39 PM
During the last 3 months, my phone has been losing network service intermittently without any apparent reason. It's becoming more frequent, and I'm facing problems due to not having a phone at times. I usually contact customer service through the [redacted] number to resolve it, but currently, I can't use another phone for this purpose. I'm quite disappointed with this recurring issue since I pay nearly $60 monthly for phone service. I expect it to function properly. I'll have to wait for access to another phone to call customer service again. This issue occurred just 2 days ago, and it's been happening quite frequently lately. I believe the phone company should compensate me for this inconvenience. Thank you.
Reported by GetHuman-jmelang on Saturday, November 23, 2019 12:43 AM
I recently switched my service from Family Mobile to another provider, but decided to switch back. Due to an early receipt of my disability check, I inadvertently paid my bill ahead of time. As a result, my billing cycle has changed, and I now face a service disconnection due to not receiving my check yet. I would like to request to have my billing date moved back to the 4th of the month, allowing me to make payments as usual.
Reported by GetHuman-poteetd on Monday, December 2, 2019 1:30 AM

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