US Mobile Reviews

They would give totally inappropriate responses that had nothing to do with questions asked. They will give you a number out of nowhere and tell you that you can use it to come back and talk to another agent later. I think they do that so they don't end the conversation and have the rating box pop up. A way around getting in trouble, I guess. I have spent days and hours upon hours, and now one phone can't call out, receive calls, or text. That happened after one walked me through changing several settings to fix MMS texts that weren't coming through. My son is losing his job because of this. It has been months. I am beyond infuriated. This is the worst company I have ever used.

When I tried to work with them again to get my refund, they said I would have to provide a statement from them to my credit card company to reverse the process, then once completed I could get my refund. They created a one-off "Invoice" showing a wrong device and a credit for my payment, which I never received. I went back and forth with them for months and never got my money back and here I am, almost 1 year later after being scammed out of my money. DO NOT PURCHASE ANYTHING FROM US MOBILE!!!

The USMobile system does not allow their chat agents to review previous chats, even if you share the chat ID. So when you call, you have to explain the problem every time. When chat agents don’t know the answer a question, I recognized two strategies. First, they wait for a few minutes, then ask DON’T MEAN TO RUSH YOU BUT, ARE WE STILL CONNECTED? Then you say YES. Then they answer a totally unrelated question. Then you repeat the original question. The second strategy is that they offer no response for a few minutes, they ask if they are still there, you ask if they received your question, then they tell you that the SYSTEM IS GLITCHING. Then the recommend that you should start a new chat. You get to start over!

In every chat that I had, there was a minimum of 2 agents. The current agent does not tell you that there will be a new agent. You just see a new agent name on the chat. Then you pray that they will read the previous thread. Although I had shared the IMEI number with multiple agents and supervisors, on two separate occasions, agents gave me incorrect instructions. One agent told me to click on LTE. That option is not available on my phone. After I shared the three options on my phone, and I was told that I should click on LTE ON. Second, another agent told me to click on non-existent link NETWORK SELECTION. When I went to the chat to find an alternative to NETWORK SELECTION, the agent could not access the previous chat. So I had to describe the problem, and share the earlier agent’s recommendations.

Unable to answer the question, the agent defaulted to the usual response--DON’T MEAN TO RUSH YOU BUT, ARE WE STILL CONNECTED? When I said YES, the agent told me that USMobile does not have service in Tonga—although the USMobile website listed Tonga as a country was part of my plan. Two agents recommended that I schedule a call so that their agents would call me, despite the fact that I could not receive calls!

One Supervisor solved the problem of no access. When I asked him to describe the cause of my inability to make calls/get texts/internet access, he did not explain. Instead, he gave me a number to call if the problem recurred. I had access for 3 hours, and then I could not make calls/get texts/internet access. When I called, he was not available. As usual, when I described the problem to the Chat agent, the agent had no way of reviewing the original problem. So I had to explain the problem all over again!

Agents repeatedly gave me INCOMPLETE instructions. With one agent, there was no mention of roaming. So I followed the instructions. They did not work. After going back and forth, I discovered that Roaming should have been OFF. Two agents told me to add the ACCESS POINT NAMES BY adding three specific components. No progress! Then one agent shared the information that I needed to add to: MCC, MNC, APN TYPEAPN PROTOCOL. Only then, did I have internet/text/phone access.

My 22 emails were plagued by agents who would ignore my questions (how many GB did I use in one month, what is a working customer service telephone number, what do I need to do when I do not see “LTE” at the top of the screen?). They would offer recommendations which had nothing to do with my questions. The USMobile chat system does not include time, so I had to take note of the time that the chat began. Fortunately, I did. That’s how I know that it took 14 hours of chat time over 3 days to get phone/text/internet access. When I described the problem of no internet/text/phone access for the first 2 hours in 2 ports, the agent told me my “phone also needs some time to connect to a local tower that allows for access to roaming”. So I couldn’t use Google Maps for “SOME TIME” when I arrived in 2 ports.

I had no internet/cell/phone service in the first three ports--American Samoa, Samoa, and 1 port in Fiji. I had 2 hours of service in the first port in Fiji, and 2 hours in the second port. For 1 month, I used 1 GB out of 100 GB. Over the course of 3 days, I spent 14 hours of chat time, got or responded to 22 emails, and communicated with 20 agents. When I finally got through to the 2 telephone numbers, after 2 hours and 45 minutes with an agent—the result: no internet/text/calls! The local network wasn’t working! They gave me a $11 monthly discount for 4 months, but that was only after I requested compensation! There has to be a better way to get Internet access!