My account now says "Inactive Phone" but I have time left!

My account now says "Inactive Phone" but I have time left!

Postby Labby » Sun Sep 21, 2014 8:57 pm

I am about at my wit's end on this one, especially because it doesn't make much sense to me. Here's the chain of events:

1. A little less than a month ago, had my long-time cell number successfully ported to ST BYOP plan. I've been using the phone ever since.

2. Today, I figured it was about time to purchase a new service plan, as there are only a few days left. I went on the ST Website and logged into my account. There I saw that it showed my SIM card number, and stated "Inactive phone" WHAT?? The phone works and there is time left! How can it be inactive. Previously, the Website correctly showed my phone as active, with the correct phone number.

3. I double checked my phone's data settings. Sure enough, it shows the SIM card attached to my correct phone number. I'm getting and making calls.

4. I call ST customer service. This is where things begin to go downhill. The first rep tells me that ST's system had an error, and the phone number is no longer a ST number. And, he says there is nothing that can be done but assign a new phone number. WOW!! That is unacceptable. I've had this number for quite some time and it's used for far too many things to simply let it go.

5. After going round and round, I get another rep who says he "might" be able to retrieve my old number, but he'll have to send me a new SIM that will take 3-5 business days. Then, MAYBE my number can be re-assigned, but maybe not.

6. I get cut off and call back. Next person goes round and round the same stuff and finally gives me to a manager. This person tells me that there is a 100% guarantee ST can still retrieve my number that they lost out from under me, but I'll have to wait 3-5 business days for a new SIM.

7. After nearly 2 hours of all this craziness, I am worn out. I get my case number and hang up, hoping that at least they can save my phone number, but extremely dismayed that I will be without service for a few days because my service plan runs out in a few days and I still have to wait for the SIM card to arrive.

8. Despite what the last rep said, I still don't feel fully assure that my number, which ST has lost, will be retrieved for me. All I wanted was an easy resolution to an issue that all of ST's reps admitted was an error with ST's system. But, that didn't happen. Can anyone here help facilitate a simple, clean fix to this issue that guarantees me I won't lose my phone number?

Thank you.
Labby
 
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Joined: Sun Sep 21, 2014 8:40 pm

Re: My account now says "Inactive Phone" but I have time lef

Postby alita » Sun Sep 21, 2014 11:12 pm

Hi Labby. My name is Straight Talk Alita. Please check your Forum inbox for a private message. Thank you.
alita
 
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Joined: Mon Mar 21, 2011 8:02 pm

Re: My account now says "Inactive Phone" but I have time lef

Postby Labby » Sun Sep 21, 2014 11:45 pm

Unfortunately, that was beyond useless. It was simply a link to customer "service" chat. They couldn't do anything more than reiterate the mediocre "solution" given by the call center. I was really hoping for something better. Straight Talk's customer service is really disappointing. That's too bad. This service could really be good if it weren't for the horribly lacking customer service. :(
Labby
 
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Joined: Sun Sep 21, 2014 8:40 pm

Re: My account now says "Inactive Phone" but I have time lef

Postby Debbie_ST » Mon Sep 22, 2014 12:19 am

Hi Labby. My name is Straight Talk Debbie. Please check your inbox for a message. Thank you.
Debbie_ST
 
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Re: My account now says "Inactive Phone" but I have time lef

Postby ST-Linda » Mon Sep 22, 2014 8:19 am

Test
ST-Linda
 
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Joined: Thu Aug 07, 2014 2:55 pm

Re: My account now says "Inactive Phone" but I have time lef

Postby Labby » Mon Sep 22, 2014 3:49 pm

Debbie_ST wrote:Hi Labby. My name is Straight Talk Debbie. Please check your inbox for a message. Thank you.


I can read the PM but cannot respond to it, as I don't have the permissions to do so.

I have to ask you, anyway - do you think you'll be able to do anything different than the 5 other reps with whom I've dealt who already had my phone's serial number? If you can, I'd be thrilled. So far, I've had no luck with reps checking on my account via my SIM's serial number. The best they can tell me is that their "system" won't allow them attach my SIM serial number to MY phone number that I am CURRENTLY USING. I find this quite odd, since my phone is actually working just fine. But, I cannot add a new service plan since the ST system sees my phone as "Inactive phone." When I look in my phone's system settings, however, it clearly shows my SIM is, indeed, attached to MY long-time phone number that I ABSOLUTELY do not want to have lost!! I'm very concerned about ST possibly losing my phone number because of an error on the part of their system (which is what all the reps say has happened.) This is quite disturbing, and I am highly disappointed in the lack of concern or action on the part of ST in resolving this matter. ST reps keep referring to my number as my "old number." This is NOT my "old number." It's my CURRENT number. I am using it right now, and want to be able to continue using it indefinitely. ST really needs to make this right.
Labby
 
Posts: 6
Joined: Sun Sep 21, 2014 8:40 pm

Re: My account now says "Inactive Phone" but I have time lef

Postby ST-Daisy » Mon Sep 22, 2014 4:00 pm

Hi Labby! My name is Straight Talk Daisy. Sorry that you’re having a problem. We need to take this issue offline so I can address it further. I will contact you directly with a private message. Please check your Forum inbox. Thank you.
ST-Daisy
 
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Re: My account now says "Inactive Phone" but I have time lef

Postby Labby » Mon Sep 22, 2014 5:03 pm

ST-Daisy wrote:Hi Labby! My name is Straight Talk Daisy. Sorry that you’re having a problem. We need to take this issue offline so I can address it further. I will contact you directly with a private message. Please check your Forum inbox. Thank you.


Another link to chat with service? Not useful. Sorry. I've already spoken/chatted with 5 reps and not had a good resolution to the issue.
Labby
 
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Joined: Sun Sep 21, 2014 8:40 pm

Re: My account now says "Inactive Phone" but I have time lef

Postby ST-Daisy » Mon Sep 22, 2014 5:08 pm

Hi Labby! My name is Straight Talk Daisy. I will send you a private message again. Please check it.
ST-Daisy
 
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Re: My account now says "Inactive Phone" but I have time lef

Postby Labby » Mon Sep 22, 2014 7:03 pm

ST-Daisy wrote:Hi Labby! My name is Straight Talk Daisy. I will send you a private message again. Please check it.


Can't respond to your PM - still no permission to do so. I don't wish to post my phone number on the open forum. Unless you can guarantee me that you can re-connect my SIM and MY phone number in YOUR system, getting my phone number (which ST states is "inactive") won't do much good. Can anyone here tell me that they have the capability of FIXING the issue at hand? I've had numerous ST reps tell me it can't be done, but that makes no sense to me. If you can tell me that you absolutely UNDERSTAND AND CAN FIX this issue, then we can see about moving forward. Otherwise, it's just more frustration for me, and I'm tired of the same old "can't do" and go nowhere responses. Sorry to sound so mad here, but I feel I've just been going around in circles, and have spent so much time on an issue that ST should have fixed already, but can't seem to resolve for whatever reason.
Labby
 
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Joined: Sun Sep 21, 2014 8:40 pm

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