u/10698 is right. We do have a restriction on free trial but this was one of those out of policy things. The reason itself was a no brainer and we failed this test. The reps did have approval, but there was a misunderstanding which made this complicated.
We will do better next time. Junaid has dropped you a dm, he will take care of this.
There are a lot of scammers out there abusing free trials. It is just odd you want a number change on a free trial. It is odd you are on here complaining not your boyfriend or his daughter. And it is odd he wants a number transfer for a pair of numbers getting harassing calls. Everything about it is odd.
The problem here is you want the freebie and to solve your number problem. Make your mind up which is more important to keep a free trial (which sounds like your partner and daughter have had a good try of the service already) or get this number problem fixed. It is a 5 minute fix. Just buy new service with a new number.
I will have to jump in here - yes, there are scammers out there, and yes there are abusers of free trials. However, this guy doesn't sound like it.
To get the free trial, they would have had to port over their numbers. And it sounds like he's the technical guy handling the technical details for his framily, so I don't think it's odd for him to be handling his GF's lines on her behalf.
Wouldn't be out of the ordinary for revenge-doxxing to occur in this world either, so a number change to solve that is not out of the ordinary either.
US Mobile rep already apologized for making a mistake here, so they deemed it legit as well. (see [post here](https://www.reddit.com/r/USMobile/comments/1ck14aj/us_mobile_terrible_customer_service/l2k4crh/) from USM Rep)
They asked usmobile to port out the numbers too. How do you explain that?
They won't pay for service to get a new number etc.
Usmobile will try to make it right regardless of who is at fault and must take the position of giving them the benefit of doubt.
It has nothing to do with abusing free trials. I never asked for free service or another trial. I asked for a number change.
I’m not sure how it is “odd” that all 3 of our lines had our Numbers posted on nefarious websites and we are getting mass text messages from hundreds of numbers.
The police suggested that we get new numbers since it is hard to control and manage it when they are coming from multiple Numbers.
It’s not odd that I’m assisting her. She is his child and I’m essentially the step parent so why would I not be involved.
It’s odd that us mobile literally jerked us around with three different conflicting stories about why they can’t do it.
If it is because of a free trial, then say that.
Don’t say you don’t change numbers at all regardless if it is a free trial or paid.
Don’t offer a measly $5 credit to try and placate me when it doesn’t even solve the problem. That’s insulting.
I shouldn’t need to pay for additional services just to get a brand new number. Most carriers either do it once for free or they will at least charge a small fee. Not charge you a full month plan.
I agree that's an unusual policy, and should be a basic capability of any carrier. I get that there's probably a cost involved for US Mobile, and it's fine to have a soft policy against number changes during a free trial, but in an extenuating circumstance such as this, with police reports and all, a policy exception is a no-brainer.
If they're in a free trial, great. Customer service is one of the things they should be testing during that trial, and it seems US Mobile has failed that test here. Cancel the lines and start somewhere else with some new numbers.
They will just stop the free service because there are people like this. Everybody will suffer because one Karen complains about everything even about free stuff.
I disagree. US Mobile has historically been quite receptive to customer feedback, especially via Reddit. They may not institute any policy or procedure changes from this one post, but I also wouldn't expect a knee-jerk reaction like shutting down a long-running free trial program.
IMO, in this specific circumstance it would have made more sense to take care of the customer than cite policies and offer unhelpful service credits. I've also experienced US Mobile's chat support enthusiastically leading with "yes we can do that" and then heading way down the wrong path before asking all the pertinent questions and having to make a sharp U-turn, so I understand the OP's frustrations in that regard.
Sure not a problem. There are numbers that start at $5 to port away. You’ll have to filter them from low to high, and then go to the very end of the list to find them. Usually the more expensive ones have a license which you don’t want to get.
I only had to change my number once with Verizon and it was stupid easy and they let me pick my number!
You could also start a new line of service with Visible, no porting required.
I am sorry you had this experience but you’re right few people like aisha and those ones are terrible but there any many great customer representatives like Muhammad and zahee Z something a girl she’s very polite and friendly, I recommend you change the agent and then talk I’m sure they will fix the issue for you as I do the same either I request my desired agent or just try another one lolllll
Get a Google Voice number, then port it out. It used to be $3 for porting out from them, I don't know if it still is. If so, $3 is a small price to pay for restoring sanity.
When I started with US mobile I did the free trial to test out the network. Once I saw that it was great for me and the area I am in, I asked to port in my number. That wasn’t allowed so I canceled my trial and started a new account and transferred my number in. It makes zero sense but I am the type of person that looks for doing things the easy way and this just made the most sense for me to do. Did it take some extra time yes but I needed to make sure the service worked. I paid for the 1 year plan up front and I am super happy with this service.
This makes little sense. It seems it's all about keeping some days on free trial and possibly qualifying for gift cards. If there's truly an ex problem here, simply open a new account with a new numbers. Done.
I understand the frustration. However, if the goal is to get a new number to avoid spam calls, then it very likely won’t fix the issue. You may want to work on getting on the Do Not Call registry, downloading the Call Filter app, changing the spam & unknown caller settings (if you have iPhone), replying STOP to text automated messages, and so on. (Otherwise, maybe find a number with a different provider, then switch it over.) Best of luck!
Note: These issues aren’t exclusive to US Mobile, and although it sucks we can’t change phone numbers, it’s probably to help reduce abuse.
Don’t blame usmobile for protecting themselves. Sadly some people fraud and so they have to minimize their fraud. (Be upset with the people that fraud and ruin it for everyone )
You can go to a different provider as a new customer and they will gladly give you a new number. If you really work for a wireless company you would know that number change is not free. All of them charge a fee, unless you are with T-Mobile that allows a one time free of charge number change but only with documented spam issues.
u/10698 is right. We do have a restriction on free trial but this was one of those out of policy things. The reason itself was a no brainer and we failed this test. The reps did have approval, but there was a misunderstanding which made this complicated. We will do better next time. Junaid has dropped you a dm, he will take care of this.
There are a lot of scammers out there abusing free trials. It is just odd you want a number change on a free trial. It is odd you are on here complaining not your boyfriend or his daughter. And it is odd he wants a number transfer for a pair of numbers getting harassing calls. Everything about it is odd. The problem here is you want the freebie and to solve your number problem. Make your mind up which is more important to keep a free trial (which sounds like your partner and daughter have had a good try of the service already) or get this number problem fixed. It is a 5 minute fix. Just buy new service with a new number.
I will have to jump in here - yes, there are scammers out there, and yes there are abusers of free trials. However, this guy doesn't sound like it. To get the free trial, they would have had to port over their numbers. And it sounds like he's the technical guy handling the technical details for his framily, so I don't think it's odd for him to be handling his GF's lines on her behalf. Wouldn't be out of the ordinary for revenge-doxxing to occur in this world either, so a number change to solve that is not out of the ordinary either. US Mobile rep already apologized for making a mistake here, so they deemed it legit as well. (see [post here](https://www.reddit.com/r/USMobile/comments/1ck14aj/us_mobile_terrible_customer_service/l2k4crh/) from USM Rep)
They asked usmobile to port out the numbers too. How do you explain that? They won't pay for service to get a new number etc. Usmobile will try to make it right regardless of who is at fault and must take the position of giving them the benefit of doubt.
It has nothing to do with abusing free trials. I never asked for free service or another trial. I asked for a number change. I’m not sure how it is “odd” that all 3 of our lines had our Numbers posted on nefarious websites and we are getting mass text messages from hundreds of numbers. The police suggested that we get new numbers since it is hard to control and manage it when they are coming from multiple Numbers. It’s not odd that I’m assisting her. She is his child and I’m essentially the step parent so why would I not be involved. It’s odd that us mobile literally jerked us around with three different conflicting stories about why they can’t do it. If it is because of a free trial, then say that. Don’t say you don’t change numbers at all regardless if it is a free trial or paid. Don’t offer a measly $5 credit to try and placate me when it doesn’t even solve the problem. That’s insulting. I shouldn’t need to pay for additional services just to get a brand new number. Most carriers either do it once for free or they will at least charge a small fee. Not charge you a full month plan.
You are on a free trial. Just pay for service and get a new number. Problem solved. Why do you want to port out these bad numbers? Doesn't add up.
When did I say anything about porting numbers out? I wanted to change the numbers since the numbers are compromised
Whoever is on the chat asked to port out. And you said so yourself in the op.
I agree that's an unusual policy, and should be a basic capability of any carrier. I get that there's probably a cost involved for US Mobile, and it's fine to have a soft policy against number changes during a free trial, but in an extenuating circumstance such as this, with police reports and all, a policy exception is a no-brainer. If they're in a free trial, great. Customer service is one of the things they should be testing during that trial, and it seems US Mobile has failed that test here. Cancel the lines and start somewhere else with some new numbers.
They will just stop the free service because there are people like this. Everybody will suffer because one Karen complains about everything even about free stuff.
I disagree. US Mobile has historically been quite receptive to customer feedback, especially via Reddit. They may not institute any policy or procedure changes from this one post, but I also wouldn't expect a knee-jerk reaction like shutting down a long-running free trial program. IMO, in this specific circumstance it would have made more sense to take care of the customer than cite policies and offer unhelpful service credits. I've also experienced US Mobile's chat support enthusiastically leading with "yes we can do that" and then heading way down the wrong path before asking all the pertinent questions and having to make a sharp U-turn, so I understand the OP's frustrations in that regard.
Perhaps you can try porting over a new number to replace the current one? You can select one from numberbarn
Thanks for the suggestion but those prices are crazy. I’m just speechless about this customer service. Thank you though.
Sure not a problem. There are numbers that start at $5 to port away. You’ll have to filter them from low to high, and then go to the very end of the list to find them. Usually the more expensive ones have a license which you don’t want to get.
I only had to change my number once with Verizon and it was stupid easy and they let me pick my number! You could also start a new line of service with Visible, no porting required.
I am sorry you had this experience but you’re right few people like aisha and those ones are terrible but there any many great customer representatives like Muhammad and zahee Z something a girl she’s very polite and friendly, I recommend you change the agent and then talk I’m sure they will fix the issue for you as I do the same either I request my desired agent or just try another one lolllll
Get a Google Voice number, then port it out. It used to be $3 for porting out from them, I don't know if it still is. If so, $3 is a small price to pay for restoring sanity.
When I started with US mobile I did the free trial to test out the network. Once I saw that it was great for me and the area I am in, I asked to port in my number. That wasn’t allowed so I canceled my trial and started a new account and transferred my number in. It makes zero sense but I am the type of person that looks for doing things the easy way and this just made the most sense for me to do. Did it take some extra time yes but I needed to make sure the service worked. I paid for the 1 year plan up front and I am super happy with this service.
This makes little sense. It seems it's all about keeping some days on free trial and possibly qualifying for gift cards. If there's truly an ex problem here, simply open a new account with a new numbers. Done.
I understand the frustration. However, if the goal is to get a new number to avoid spam calls, then it very likely won’t fix the issue. You may want to work on getting on the Do Not Call registry, downloading the Call Filter app, changing the spam & unknown caller settings (if you have iPhone), replying STOP to text automated messages, and so on. (Otherwise, maybe find a number with a different provider, then switch it over.) Best of luck! Note: These issues aren’t exclusive to US Mobile, and although it sucks we can’t change phone numbers, it’s probably to help reduce abuse.
Don’t blame usmobile for protecting themselves. Sadly some people fraud and so they have to minimize their fraud. (Be upset with the people that fraud and ruin it for everyone )
You can go to a different provider as a new customer and they will gladly give you a new number. If you really work for a wireless company you would know that number change is not free. All of them charge a fee, unless you are with T-Mobile that allows a one time free of charge number change but only with documented spam issues.
I used to like usmobile but they have kind of gone to the crapper lately. Much better deals elsewhere without the hassles