Total Wireless Reviews

I signed up with Total Wireless in February 2021, on a two-line plan through an attractive teaser rate that included a new, locked, Total Wireless phone. The onboarding experience through their website went well and the service started just fine. I enrolled in their autopay plan. Everything went fine until just after my second automatic payment, when I found my texts not going through and discovered my phone service was shut off.
I used the company's online chat function using my home wi-fi to connect with customer service, and they fixed the problem. During the call, I checked my credit card statement online and verified they'd charged me for the service. Phone service restored.
The next day, the same thing happened. My phone service was mysteriously shut off. Only THIS time, I was driving and suddenly lost my navigation. I had long ago thrown away my paper maps and suddenly was lost, with no phone service to call for help. It was certainly a "first world" problem to have, but you generally would expect your phone service to work and not find yourself in this predicament.
Once I got back home and on my home wi-fi, I used the text feature again. They once again solved the problem and the tech chat person assured me it was fixed.
The next day, my phone service was shut off a third time. This time, I called the company on the phone. TotalWireless is a low-cost company and they use a call center in what I suspect is India, and the accent of the agent was very hard to understand. The call was laborious and the agent could not understand my problem, and said she could not find a record of my payment. After 30 minutes of wrangling, they restored the service.
The next day, it happened AGAIN. Phone service cut off. I tried the chat function again after the previous day's nightmare on the phone, and immediately requested a supervisor. This individual, though kind, stated she could find no record of my payment. I told her my payment showed up clearly on Total Wireless' own website and on my credit card company's website.
At this point, I was prepared to cancel the service and take my business to a company that has its act together...and that's when I remembered that I bought a Total Wireless locked phone (which will remained locked for one year). So either I punted the several hundred dollars I paid for that phone, since I could not use it with another carrier, or try to keep resolving the problem with a company that isn't deserving of my business. Two poor options.
After what seemed like an hour (!), I suggested to the supervisor that the second phone # on the plan was still working, and could I add my phone # (which was the original plan #) to THAT plan? Incredibly it worked. My phone service was turned back on, and the next day I made sure to be home just to be safe.
The service kept working, and as I write one week later my phone is still working. But today, I discovered that Total Wireless tacked on a second monthly payment (of the same amount) four days after my first. The charge is visible on both my credit card statement AND Total Wireless's own website.
So I called the company AGAIN. Same call center, same language problem, same process of taking 15 minutes to have a conversation that should take 5 minutes. And after all that, the agent (who is in their refund department) can't see both charges, which I can see right on their website. The company's own agent then recommends I call my own credit card company to dispute the charge. I have never heard this before. Most companies want to stay on the right side of the credit card companies, for obvious reasons.
If you are reading this review, you are likely someone like me...someone who wants reliable service but doesn't want to pay the high prices that Verizon or the other major carriers charge. But choose a different company, not this one. I was with RedPocket before and their customer service was terrific. So I know it can be done with a low-cost carrier.
P.S. The company is now called Total Crap Wireless in our household. A bit juvenile of us? Yes. Accurate? Completely.

Absolutely the worst experience, borderline criminal.

My problem is the website sucks it just doesn't work at all for me called several times about it never got the problem solved, the data sucks its so slow it might as well be off, called about that and all they said was that it was normal and it would keep happening. I have 3 star review instead of 1 because the service itself is fine and the price is fine so, but i'm not going to keep dealing with this i'm eventually switching and so should everyone else who have these problems because its clear they have no intent of fixing it.

I have never ever been so frustrated and upset as I am with Total Wireless! After having me on the phone for 6 hours and transferring me to 15 people and the problem never ever being fixed.... not acceptable!! Then for the whole month I have no data and tried to call to fix it several times and always ended up getting hung up on! And then you won’t even refund me for that month since I did not get what I paid for! I consider that stealing! Just wow!!!!!

I tried their service because I was getting no network messages from Tracfone but they are part of Tracfone and just as bad. Their customer service stinks and is almost totally worthless for help with anything. I would never recommend them to anyone.

The service is fine when everything is good. It will be your worst nightmare if ANY problem at all! You have never experienced anything worst tham TW service, I guarantee you that. Stay away from this disaster.

Horrible experience with Total Wireless
I called them over 15 times regarding a refund for a 7$ dollar phone. I had multiple experiences including, calls disconnected, waiting on hold at a transfer, only to have an automated machine tell me that they were closed. This was after already speaking to the rep who transferred me for 20 minutes. Promised call backs that never happened. Extremely unclear reception at times due to overseas call centers, dogs barking in the background. I have been on the phone with total wireless regarding this refund for over 8 hours combined. After telling me that they have no documentation of the returned phone being received back to them and I will not receive a refund until I provide a tracking number. After laterally turning my house upside down and contacting fedex to find the tracking information. I called back and gave it to them. Their response was, if you already sent it back it may take 30 days to get the refund. Completely different news. They said I can contact them after 30 days if I get no refund. They keep no notes. They transfer calls without advising the transfer rep the reason for transfer. I can go on an on about this issue but I there is no point.
Order Number: 30254562
Order Number: 30254787
ref # 1222104783
2nd 1222104984
Tracking # 815564248179

The customer services is the worst!!!!! the girl on the phone speak really bad english and after hours of misery, I could not get a simply request done, which was to increased my plan!!! the worst

I had mobile service for an entire year with Total Wireless. I paid my last bill on with Pinzoo.com . I sent 2 letters to Total Wireless to find out why my service was cut July 10, 2020. No one ever answered me back. August 24, 2020 I was on the phone with Jose a Total Wireless operator and 2 others. I called Pinzoo and they refuse to solve. So between Total Wireless and Pinzoo. com I lost phone service. Both Total Wireless and Pinzoo.com refuse to give me a refund of my $50.00 dollars for service I did Not receive.

I've purchased a Total Wireless sim card and a $25 plan card from Target a week ago and nothing - I mean NOTHING - has worked as expected.
Phone customer service doesn't work (no option to get an agent).
Website doesn't work (down most of the time and when it's up everything is broken).
Signing up for automatic refills doesn't work (even when the website is up).
Wifi calling doesn't work (support pages say it should).
Cancelling the service doesn't work (requires you to select a reason for canceling but there is nothing in the dropdown and no way to get past it).
To add insult to injury, not a day has gone by without several emails asking me to buy more, engage more, etc. If only they spent a small percentage of their marketing budget on operations.

As others have said, if you get lucky and never need customer service, you might be ok. Unfortunately, I bought one of the phones on my line from Total Wireless (so I could avoid having issues- how ironic) and after a few weeks, the data connection failed. I spoke with several reps and they all told me to do the same thing, and kept transferring me to the "manager" or "advanced tech" until I finally had enough. When I told the last rep I had talked to several people already who told me to do the same thing, she still persisted so I just hung up while she was transferring me again. It's true the customer service calls "drop" a lot. There's a lot of static and it's just horrible. I tried to get a refund for the phone and was not successful. Instead of wasting time to get it fixed, I should have just canceled ASAP. It's 2020 and we're having technical issues like it's 2007. We should be compensated because no one could solve the problem and the phone is useless. Total Wireless clearly doesn't value its customers. I had to switch back to expensive Verizon, just so I would have a little more peace and less time wasted. I wish I had read the BBB reviews at first because other reviews were raving.