Hello Mobile Telecom
Reviews and Complaints

This is indeed an eye opener for me to have experienced hello mobile support tactics, i.e. to keep customer waiting on phone for a long time, and sometimes even drop your call after waiting for about an hour as hello mobile knows there is no solution can be provided for this customer. Our story starts here. We have purchased two lines unlimited for $40 on April 20th. And after we received long awaited sim card, we then ported in our own numbers on 5/12, that's when my phone lost internet data access until today. I have been calling in since 5/13, staying on the phone with hello mobile for at least 2 hours a day without finding a solution. Now, we are approaching two month period at which time, our account will end so I would like to share this terrible experience, so hopefully, no one else will suffer the same. To summarize my experience, the following is typical pattern from hello mobile: 1. Every time you call, you will be able to talk to first line courteous representatives in about 5-10 minutes. 2. When the first line representatives could not fix the issues, then you will be transferred to technical support and that can take up to one hour or more wait time. 3. When your issue still is not resolved, then your misery starts as no one is taking ownership of your issues and you just have to call back on the next day. 4. So far, for almost one month, I have been told by some representatives for at least 4 to 5 times that someone will be contacting me, but none has called. And some representatives even told us that hello mobile will never call you and you should always call back for the issues. 5. I think main complaint that I have for hello mobile is that there is no accountability for their support failure. And when you call, they are not interested to know that you have been calling in for the same issue for quite some time. So, for a typical business, if I can not use the service that I am paying for, then hello mobile should refund me at least for the pro-rated portion of lost usage, otherwise, their delay tactic seems to only help them continue to stay in business. 6. On my previous call on 5/29, representative told me someone will be contacting me within 48 hours, but that did not happen, so I called in earlier today and was on the phone for about one and half hours and while waiting for the third person and my call was dropped by hello mobile. If this occurred previously, I would have called back again but today, I think it is better for me to share my experience on this site. 7. My conclusion is that hello mobile should not be allowed to be in the business when its customer's frustration can not be heard by anyone else.

STAY AWAY AT ALL COSTS! I had the absolute worst experience of my 30 years of using cell phones with this company! But it's partially my fault for not doing my due diligence as well and coming not here to see the horrid reviews! I was shopping around for a new service provider considering I was paying $90 a month for AT&T and low and behold HELLO MOBILE appeared in my search engine! Their webpage is very eye appealing and their rates look unbeatable so I was sold! My ATT contract was over on July 8 so I ordered the HELLO MOBILE SIM way in advance on JUNE 20th to make sure it arrived in time so I was never without service, So I received my sim sent via regular mail, took about 4 business days knowing that I'm still covered by ATT until July 8. So July 8 arrives, ready to transfer lines, surprisingly this went smoothly, NOW this is where everything goes down hill and stays down hill quickly. Regular phone service is mediocre at best, text works ok BUT NO DATA! NOTHING, ZILCH ,NADA no data, which means no internet, no Siri, no IG no FB and most importantly no IMESSAGE! So I called the HELLO MOBILE NUMBER they have no idea why or how to fix it, she then transfers me to their MOTHER COMPANY, QUALCOM? I think it is? the lady tries fixing it through a number of VARIOUS operations on my phone and RESETS, NOTHING! she then puts me on another long phone call and get this, she tells me that they are working on the Lines of service and I would have NO DATA SERVICE until JULY 10'th which I think is absolutely outrageous but I try to be patient and give it a shot, I call back everyday for maybe the lady was misinformed or LYING to abide some time and shut me up, who knows, I think that's what happened! So the 10th comes and goes I call again and after more trouble shooting and multiple agents, I say forget this company and get service from another absolutely amazing and brilliant company with incredibly fast unlimited internet! Some other HUGE POINTS! They are very shady, First of all the gave me a WRONG account number so when I wanted to switch from them I had to call back 2 times just for this, they tried adamantly to talk me out of it with guess what? More "trouble shooting" and NOW I'm trying to get a refund but they are denying me, for get this, I waited to long and it's past the 7 days of when you purchased the SIM, NOT when you activate the phone! They actually told me this EVEN AFTER I explained to them that I never had data, I was lied to and I didn't activate my phone until my old contract expired on JULY 7th, I am not a complainer nor have I ever in my life have taken the time to write a scathing review but this company totally deserves everything they have coming to them, I do not foresee them lasting long!

AVOID THIS COMPANY AT ALL COSTS. SERVICE IS HORRENDUS BUT EVEN MORE SO THE CUSTOMER CARE. THIS IS THE MOST AWFUL COMPANY EVER. THEY'RE INCONSISTENT, INCOMPETENT, UNHELPFUL AND DO NOT CARE ABOUT RESOLVING TECHNICAL ISSUES OR DOING THINGS IN A TIMELY MANNER OR EVEN COMPLETING TASKS. AND MANY OTHER PEOPLE HAVE FACED SIMILAR ISSUES AS PER ONLINE FORUMS AND COMMENTS LEFT ON ALL THEIR HANDLES. I HAVE HAD NOT ONLY ONE ISSUE BUT MULTIPLE AND FOR DIFFERENT REASONS. NO SERVICE, LOSING MY PHONE NUMBER, AND BEING OVERCHARGED WITHOUT REFUND. I'VE HAD MY SERVICE INTERRUPTED ON MULTIPLE OCCASIONS BECAUSE THEIR PAYMENT SYSTEMS DO NOT WORK AS WELL AS THEIR UNLIMITED PLAN IS USELESS AFTER 10GB. THEY THROTTLE DATA BUT SERVICE IS NON-EXISTENT, IT DOESN'T WORK AT ALL. I HAD MY PHONE NUMBER FOR OVER 6 YEARS AND BECAUSE THEY COULDN'T RESOLVE THEIR PAYMENT ISSUES NOR DID THEY ACCEPT MY CHECK BY MAIL, I'VE NOW LOST MY PHONE NUMBER AND CAN'T GET IT BACK. ANOTHER ISSUE WAS THAT THEY OVERCHARGED ME FOR A MONTH OF SERVICE ONE TIME, AND FOR TWO GB OF DATA WHICH THEY REFUSED TO REFUND EVEN THOUGH YOU COULD CLEARLY SEE THAT NO DATA WAS BEING USED, AND THE PLAN HAD JUST STARTED THAT SAME DAY. IT DOESN'T ROLL OVER AND MAKES ZERO SENSE TO HAVE PURCHASED 2 GB WHEN THE PLAN JUST CHARGED YOU TWICE THAT SAME DAY FOR UNLIMITED. AND THEIR ONLY RESPONSE WAS "CAN'T BE REFUNDED" IT'S LIKE THEY LACK CRITICAL THINKING SKILLS. IT'S IMPOSSIBLE TO GET ANYWHERE EVEN WHEN YOU BREAK DOWN THE ISSUE IN SIMPLE TERMS. I TOLD THEM I WOULD BE FILING CLAIM FOR FRAUDULENT CHARGES WITH MY BANK SINCE SERVICES WERE NOT RENDERED AS WELL AS FILING COMPLAINT WITH Complaintsboard.com. THEY FINALLY AGREED TO REFUND IT BUT THAT TOOK WEEKS TO DO AND THEY ONLY REFUNDED PARTIAL WHEN THEY PROMISED FULL. $10, NOT THE FULL $60. I DISPUTED IT WITH MY BANK. ANOTHER ISSUE IS THAT THEIR "ALWAYS ON GUARANTEE" FEATURE DOESN'T WORK AND WHENEVER YOU ASK ABOUT THE FEATURE, THEY CLAIM THEY NEED TO VIEW YOUR ACCOUNT INFO BEFORE ANSWERING GENERAL QUESTIONS. AND STILL, THEY CAN'T ANSWER IT. THAT FEATURE ALLOWS YOUR PHONE TO MAKE AND RECEIVE CALLS AND TEXTS FOR 30 DAYS AFTER MISSING YOUR PAYMENT DATE AND IT WORKS BUT IT DOESNT WORK ON ALL THE LINES YOU'RE PAYING FOR. IT'S ADVERTIZED ON THEIR WEBSITE, AND ALL THEIR SOCIAL MEDIA HANDLES. AND ON DIFFERENT PAGES THROUGHOUT THE WEBSITE SUCH AS PLAN, PAYMENT AND ACCOUNT OVERVIEW. BUT THEIR ONLY ANSWER IS "YOU DIDN'T PAY" THAT DOES NOT EXPLAIN ANYTHING. IF ANYTHING, IT SHOULD WORK BECAUSE I DIDN'T PAY. LOL THATS THE POINT OF THE FEATURE, NO? AND AGAIN, NON-PAYMENT DUE TO THEIR OWN ERROR. YOU CAN NEVER PAY; IT WON'T ALLOW YOU TO. BUT STILL, THEY CANNOT ANSWER GENERAL QUESTIONS AND AVOID ANSWERING WHAT THE REAL ISSUE IS. I'VE TALKED TO MAYBE 30 DIFFERENT PEOPLE BOTH CHAT, EMAIL AND PHONE. AND FILED NUMEROUS "TICKETS" THEY HAVE NO IDEA WHAT THEY'RE DOING.

I purchased a small plan 1 go or so to try out at my home .my house has a history of bad reception. Initially I was told the service would work .i tried upon receiving the SIM card to activate it. I could not it would not pick up a signal.i looked for help online and tried to do an update of towers and did the ##XXXXX#. That would not connect just said error. I tried to get ahold of customer service. I could not get through . I was frustrated and tried many times my input numbers didn't go in the system.i thought I would try again after the bit.i forgot about it until it came up on my bill in two months. (So to recap..I hadn't used a minute of the service at this point)
I finally was able to connect to,customer service on sept 15th .somehow they activated my phone over the phone..I had no bars no connectivity when I placed my sim in my iPhone 10. For the record my phone was in perfect shape without water damage which I was asked many times. . Until now this took a very long time and they told me they could see I had no connectivity at my place . But what did I want ? U. I wanted to end the service and have money refunded if possible.they did I had to be put through to a technician ? I asked if it was necessary they said they had to try everything .upon then trying to connect I was told it would be a 50 minute wait.after about 15 minutes I hung up. Then I called back hoping I could just have them call me when they freed up in the queue.at this time I was asked the same questions . What did I want. I was told I had waited over the 7 days to complain about my service. They were going to put me through to a technician .. it said 5 minutes and so I held on. They put me through to a person who said his name was *** he refused to give me his customer I'd number.he said he was in Florida. He kept telling me that it said on some website that I had 7 days to complain. I told him I tried to call and could not get through . He said I never tried. I said no where in the information pack I was given with the SIM card and the activation package was there a mention of the 7 day policy he kept speaking of. He said again it was on the website. (Why would I go to that website when it says in the paperwork I was given 100% customer satisfaction guaranteed. He put me on hold many times kept telling me he was looking into it. I asked to speak to his supervisor he said he was working remotely from home because of COVID.he told me I could not get any type of refund and I had to continue my service he refused to end it. I was angry very angry at this point . I told him the business I felt was a sham to treat customers like this. I was yelling at this point which I never do.so he wanted to put me on hold again . I told him he was hoping I would hang up. That's why he kept putting me on hold. So I got online to a chat support and ended my conversation with *** I then talked to a woman name ***.employee I'd ***. Again she took all the information I had given ***, told me they do not give full refunds. So I asked for this months . Then sshe informed me they do not give partial refunds. So I got the message no refunds. I told her for the record I was dissatisfied. I wanted to stop my service get a refund. I never used one minute of there service. I really wished it was a service I was able to use. After all this she asks what can I do for you.really . Now we're at just cancel my service I don't want to pay another dime to your company . She asks ifs there anyway we could get you to stay . We have good rates. I felt like I was talking to a wall. I screenshot Ted the whole conversation as best I could. She after many times asking me to hold was able to tell me my service would be discontinued. I asked her how long it would take and she said as of tonight. . I have had no level of satisfaction. I was angrier than I have ever been in most of my adult life and I am 61 years old. I would never suggest this buisness to anyone .

This is by far, the worst mobile network out there- customer service is outsourced overseas and employees are unable to think outside the box to answer real life network issues to offer agreeable working solutions to connectivity or equipment issues (as evidenced below)

On March , We paid for 3 months of service with Qlink/Hello Mobile Wireless service on both a CDMA and unlocked GSM device. At this time we requested the appropriate SIM cards to work with each of these devices. Instead however, we were provided with 2 CDMA Sprint SIM cards. Several attempts were made to request a GSM SIM card from customer support, but we were informed they could not provided the correct SIM card because one had already been provided. We were then instructed to install the CDMA SIM into a GSM phone and it would work correctly. For approximately 3 months (during the promotional period, said SIM card worked efficiently in both devices).
However, on or about 1200 am on 6/15 (after the expired promotional period and following payment for 1 month of additional service) Qlink performed a system upgrade which rendered mobile data on the GSM device ineffective after receiving full payment. Daily attempts to reach customer service and tech support at Hello Mobile have been initiated on the part of the customer since this update; with no solutions or remedy being offered by the mobile provider. Specifically, on 6/17 after 24 hours of mobile data loss, the customer contacted customer service and after approximately 45 minutes the customer was informed to "call back tomorrow" because technical support was unavailable. The customer contacted Hello Mobile again on 6/18, spending approximately 1.5 hours on the phone with both customer service and technical support agent *** who was unable to remedy the problem and ended the call by informing the customer to "wait until this evening and restart the phone" because "there is a power outage in the area". This was incorrect information however, as the CDMA phone on the account was able to connect to mobile data on 6/18 without issue. At this time the customer informed technical support the issue was with the SIM card as the phone is a GSM unlocked phone not a CDMA phone which has since been effected by the mobile providers update. Customer requested that the technician put in the notes if a remedy is not available by 1200 am on 6/19 with the restart of the phone, customer would like a refund for dates of service payment was received but service was not rendered.
Customer then followed the directive of Hello Mobile employee "***" and restarted the mobile device on the evening of 6/18. No improvement was observed. Customer then contacted customer support on 6/19, spending approximately 2.5 hours on the phone with various personnel including employee Leandra (employee number not provided), *** employee *** and *** employee # *** as well as other employees who refused to offer the customer sustainable solutions to the connectivity issues. Instead, technical support attempted to read a script of the same trouble shooting steps as the previous day. Customer requested that the technician skip these steps as they have already been attempted without success. At which time, the technician informed the customer they could not go on to the next step without completing the current and successive steps outlined in their protocol. Customer asked to speak to a supervisor on several occasions who had authority to override these steps to obtain an actual solution. The customer was transferred several times with the promise that the next person would be able to assist and remedy the issue. At no point, was a sustainable response or solution offered to the customer. On 6/19, customer did request a GSM SIM card be sent out or a refund be issued. Hello Mobile's response was their network determined the appropriate SIM card and the phone is a CDMA phone; refusing to send out a GSM SIM card or refund money to the customer for services not rendered. A local search of the phone's IEMI number does in fact demonstrate the phone needs a GSM SIM card. Since the provider cannot offer appropriate equipment to be used with a compatible device on their network, a refund should be issued, but Hello Mobile continues to refuse to comply.
Save your money and do not waste your money on a service which cannot remedy their own technical problems.

Perhaps one of the worst companies to deal with on so many fronts. The lure is the pricing; they offer some of the cheapest plans on the market, but you get what you pay for on the back end with questionable customer service and a web portal that is completely useless. More on that in a moment. First, I readily admit Hello Mobile has a multitude of plans at great rates. Very few MVNOs can match the pricing. But in order to sign up for their service, you have to wait for the SIM to be shipped from Florida. On one account for a family member, the SIM took over 30 (thirty--not a typo) days to arrive. On my account, after that previous experience, I monitored the SIM process. Of the three SIMs I ordered, one arrived in 7 days. The other two never arrived. In fact, this was the message I received when checking the UPS tracking status: "UPS cannot locate the shipment details ordered on ______." So I basically gave up on two lines and settled for the one. Never having received the SIM and and never having activated those two lines also means you don't get your money back when you cancel the lines. It was a small amount I had paid ($1.50 for each SIM) even though their website indicates the SIMs are free. I did not bother to pursue that since my initial attempt ended up going in circles with the rep. So that was ISSUE #1. For the SIM that I did receive, even though I had not activated it and did not even put it in my phone, I noticed that when checking the online portal for usage that there were minutes and text from that very SIM card. I contacted Hello Mobile twice about this. The first time I was told that Hello Mobile occasionally test their SIMs. I think the rep must have been misinformed since there were over 39 minutes of calls from a multitude of numbers to this UNACTIVATED line. On another call for a different reason, I asked another rep the same question. I was told this time that it was probably a system glitch or that it was call records from another number. This really raised the alarm bells. If that was the case, how many of the calls people make on their Hello Mobile numbers are being recorded elsewhere? In fact, I took a screenshot of the online portal and noticed that at least 8 different phone numbers belonging to others appeared under my usage list. Let's just say account privacy is quite shaky. And I have actually filed a complaint about this with FCC. Having been a victim of identity theft and having spent a ton of time dealing with that, I take privacy issues very seriously. That's ISSUE #2. Now the customer service. Canned responses with reps who have very little info beyond the canned responses. It takes a lengthy amount of time just to reach a rep by phone or chat. It takes an inordinate amount of time to cancel a line. The reps are also trite and lack GENUINE customer service; of course, this is a subjective viewpoint, but you can determine for yourself when you deal with them. The reps tend to read from extensive scripts on why their service is superior, and it gets overwhelming having to listen to the verbiage. Check out their social media on Facebook, and you can also read for yourselves canned responses, especially when individuals are looking for clarity on the plans and service. I tried asking for a different area code for the one line and was told that phone numbers are assigned by zip code. Note that every other carrier out there can do this without any restrictions, and when I pointed this out, the rep's tone changed immediately to being very hostile and defensive. There are two other specific and unfavorable instances with customer service that I do no wish to illuminate. That's ISSUE #3. The online portal is horrible. You can't add new lines using the portal. You have to call in and deal with a customer service rep. You can't change your plans using the online portal. Again, you have to call a rep, You can't cancel your service using the online portal. Again, the M.O. is to call and deal with rep, even though other MVNOs like Red Pocket allow you to do so. You can also try using the automated phone system. It takes you on a loop for anything you try to do (add a line, change a plan, etc), and you end back at square 1. That's ISSUE #4. I can continue, but really, what's the point. You would think that a company that has been in business for two years now should at least get some of the basic things down, like shipping the SIM in a timely manner, having a working phone system and online portal, and better training of customer reps.