What happened to Ting's great customer service?

I have been a Ting subscriber for many years. And I have always thought the customer service was the best.  I would even brag to my friends about how you could call and get an American on the line to help you within a couple of rings.  Now... now support is closed?  On your website you show technical support available until 11pm.  But calling at 8:30pm, I got a message saying you're closed and to call during normal hours.

I have been having lots of trouble with my phone recently.  It's an LG V60 Thinq 5G. 

1)  I have never been able to get Wi-Fi calling to work on your system

2)  I can only send and receive MMS messages if I disconnect from Wi-Fi first while on your system

3)  Then yesterday I lost the ability to make and receive phone calls, but could still send SMS text messages.

4)   And then today, for a while, I even lost the ability to send and receive text messages.

I chatted with support last night and they're sending me a new SIM that will arrive 9/7/2022 (it was ordered on 9/1 and today is 9/2) so I'll have no phone for a week.  Thinking I didn't have much to lose ( I was wrong) I was on the Ting site looking at device settings and thought I would deactivate and reactivate my phone and see if that helped at all.  It was very easy to deactivate.  There were no warnings about this being a serious decision that you couldn't reverse.  No warnings about the deactivation being permanent.  Nothing.  Well, imagine my surprise when I went to reactivate it and it had disappeared from my devices list!  No way to get it back.  No way to activate it as a new phone with my old number.  So this is when I attempted to contact Ting customer support, only to find out that NONE of your support options were available at 8:30 in the evening.  How can you POSSIBLY think that your customers will find that an acceptible customer support policy!?  No live phone support, no chat even.  And now my phone (the phone I use for business and depend on every day) is completely useless, and I have no way of contacting anyone for help in reactivating my phone.

I'm absolutely livid about this situation and the absolute absence of customer support available to me from Ting. So my question for you, Ting, is - Do you still care about your customers?  Are you going to continue with this massive lack of decent customer service?  Or should I start looking for another carrier to give my business to?

A Disgruntled Ting Customer

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Comments

8 comments
  • Hey Brad,

    Thank you for reaching out to us and sorry to hear about the issues you have been experiencing with our service lately. Deactivating a line on your account via the website will unfortunately expire it. There is a warning with the following prior to the final confirmation to do so:

    "This is important. Choose this if you want to remove a device from your Ting account. You will lose the number associated with the device or SIM card. You will no longer pay the $/mo. active device charge after this current billing cycle closes. Devices can be reactivated again on Ting at any time. GSM SIM cards, though, are single use and cannot be reactivated. OK?"

    In order to reactivate and get the number back, support will need to manually do so from your account on the backend. Our live customer support via phones and chat is still 8:00 AM until 11:00 PM EST every day of the week, (this may have been a little different a couple years ago when our operational hours were open 2 hours later Monday to Friday). If you were calling from the west coast, this would explain why you were unable to reach our support when you called as it would have been after 8:00 PM PST.

    I would be more than happy to take a look at your account to retrieve the number and continue troubleshooting on the other issues you have been having. It's looks like the email that you reached out to us here is not associated with an active account. Please let me know the most recent ticket number associated with your ting account so we can discuss this further and I can assist you.

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  • The main phone number on my account, is the one that I deactivated 714-305-6344.  This also presents problems when trying to login, since 2 factor authentication requires that I be able to receive an SMS with a code - which I no longer can.   The email address associated with the account is sonianbrad@gmail.com.  As far as the warning message you mentioned that should appear when deactivating the account?  You should check your system to see if it is working as you think it is.  I didn't see any such warning when deactivataing my account.  So if it DOES appear there, it must not be in a very noticable way.  Any help you can give in reactivating my phone will be greatly appreciated. A recent aborted chat reference number is 6200152.  I'm not sure if this is what you're looking for.  Another recent reference number is 6199602.

    I wanted to point out also, that the message that you stated appears when someone deactivates their phone in settings on the website, if that is the message that appears, the part (unfortunately) that stands out to me and possibly many other people, is that it says "devices can be reactivated on Ting at any time."  So... yeah.   Any time, except after 8:00 pm - and even then, not without the assistance of a customer service agent - and in the mean time, you'll lose all abilitty to use your phone in any meaningful way.

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  • I have replied to your response to my original post here.  I also had a support ticket #6200152 that I replied to by email.  However, when I click the View Ticket link in the email, I'm sent to an "Oops" page that says "The page you were looking for doesn't exist.  you may have mistyped the address or the page may have moved."  I feel like I'm stuck in customer support HELL!  So I'm waiting for a response on both this forum thread and email communication re: support ticket #6200152.  I can't call in (for obvious reasons - my phone is deactivated).  And I can't do online chat, because SMS verification code is required to login to the chat feature, and I can't receive SMS messages!  So please help.  You can reach me by email at sonianbrad@gmail.com. I don't have any other way to communicate with you other than through this forum or by email.

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  • Now I'm being told by Amina A in Ting Support that my phone number is not recoverable at this time!  She's also suggesting that maybe I can buy it back from some third party company that's holding it hostage.  This is a number that I've had for 20 years!  And because customer support wasn't available when this happened, to help me reverse the deactivation, now my number has been stolen from me, to be held hostage by some "Number Barn?" that will extort me to get my number back?  WOW!  This is some crazy customer support HELL I'm stuck in!

     

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  • Hey Brad,

    I've replied to the ticket 6200152 where we can discuss this further as we will need to verify the account with account specific information to proceed. I do see that you are still currently in conversation with Amina A in chats as well. Just for clarification the statement "devices can be reactivated on Ting at any time" is in reference to the actual device with the IMEI. It means that to activate again via the website you could reactivate that device, you would just need to do so with a new number and new SIM card (if it is GSM). 

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  • And after checking, Number Barn doesn't have my number.  How the hell did this happen?  Please... I don't know who you are.  But you offered help and I need help.

     

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  • Here's a screenshot of the page I'm sent to when I try to follow the link to support ticket #6200152

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  • Hi Brad! Your number has been recovered. We're sorry that you were referred to Number Barn. That should not have happened as your number was expired just a day prior. We will send feedback to the representative you spoke with to prevent this happening again as I understand how stressful that situation was for you. I will be sending you an email as well through the ticket previously mentioned.

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