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Tue, Jun 29, 2021 5:22 PM

Unethical business practices

I am VERY dissatisfied. I called customer support a week ago because my phone had lost the network. The representative talked me through resetting it and everything was fine. He also said I was eligible for a FREE 5g sim card and he sent me one. Adding that I'd have to call or visit a store to activate it. Fast forward a week and the new sim card has arrived. I called customer support and spent more than an hour on the phone, with first tier and second tier support. The phone never recognized the new sim card. Okay let's just go back to the old card. You can't go back to the other network! Well, what is boost going to do about disabling my phone then? Nothing, they can only send one 'FREE' 'DEFECTIVE CARD'. My phone is now USELESS unless I buy a new sim card. I didn't ask for this. Boost Mobile should make this right. I feel like it is a scam. It's not the money to buy the new sim card. It's the principle of the thing. I'm not sure what I'm going to do. I REALLY just want to go back to my original sim card. I feel like I am being held hostage. Again, I didn't ask for this!

UPDATE I: I went to a local Boost Mobile store and they tried a different sim card. Still DOES NOT WORK. The helpful associate said that it was happening to a lot of people and they used to switch them back to the old network but won't anymore. Boost Mobile has BRICKED my practically new Samsung Galaxy S20 that they sold me with the sim card that they sold me and has no solution other than maybe buy a new phone. That is unacceptable.

UPDATE II: I spent another ~hour session on the phone with Boost Mobile Customer Care yesterday evening. At the end of it I still have no phone service. I insisted on speaking to a manager that had authority to return me to the network that my phone was WORKING on YESTERDAY morning. He didn't. We went through the same diagnostics that I've been through three times now with different Boost Mobile associates. I now have three of the new Boost Mobile sim cards, none of which my phone will recognize even as a sim card. It still immediately recognizes the sprint sim card that came with my phone that I bought from Boost Mobile less than a YEAR AGO. But Boost Mobile is still BLOCKING me from the service that was WORKING YESTERDAY. The Boost Mobile manager said he is turning my case over to a subject area expert that will call me within 48 to 72 hours. I try to remain hopeful, but unfortunately this feels like some sleazy tactic to get the hard sale guy in to convince me to buy a new phone of something like that. There are plenty of people that will get desperate enough after three or four days without their phone to agree to almost anything. I am not one of those. Now I'm thinking that it may be something like my phone is locked to the original network. But why wouldn't five different Boost Mobile customer care technicians suggest that? I hope it is something relatively simple like that. Nobody has time for this kind of nonsense.

UPDATE III: Day three and I am still paying for a  phone and phone service that I cannot use because Boost Mobile made an irreversible change to my account that 'broke' it and no one I've communicated with so far (seven different Boost Mobile customer care associates) has been able to help me get it to work. They all tell me what they can't do to fix it (put it back like it was Tuesday), but no one yet has told me what I can do to fix it (at least not anything that has worked). The Boost Mobile 'subject area expert' that I was told would call in 48 - 72 hours (48 hours ago) hasn't called yet. The supervising manager supposedly marked my case urgent.

UPDATE IV: I can't spend any more time on this. If Boost Mobile cannot resolve my issue today, I am changing carriers. And apparently they won't even care. I feel sorry for the customer care representatives who are trying to do a good job, the culture over there must be terrible. Bottom line is Boost Mobile is failing to provide the basic service that I pay for: cell phone service. Add to that, they broke my service without any way to fix it. So instead of spending an inordinate amount of time researching and trying to help Boost Mobile fix THEIR problem, I will be spending my time researching new carriers.

UPDATE V: That's it, I'm done. I spent another couple hours in chat with a customer care representative who could not resolve my issue. I'm certain that my phone just needs to be unlocked, but boost mobile refuses. I've tried very hard to help boost mobile resolve the issue that they caused. I was perfectly fine with their service and didn't want to leave, but they 'canceled' me. By the way, after 72 hours the original subject matter expert had never called. The latest representative said they were going to refer me to another subject matter expert that would call within 48 to 72 hours, ha!. Like I said prior, the culture over there must be horrible. The next communication that boost mobile gets regarding this will be that my number is being moved...

Responses

Boost Care

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2.3K Messages

4 m ago

Hi there! Thank you for bringing this to our attention. That’s definitely not okay. So sorry to read that you’ve been experiencing this. Could you please provide us with more details about the issue? To research further, can you send us the cross streets and ZIP code where this occurs? Did they check the expanded coverage in your area? Check out our Coverage Map to see what sort of coverage is available in your area:  https://www.boostmobile.com/coveragemap_xp.html.

56 Messages

3 m ago

Not quite having this issue but I gave had nothing but trouble with the so called expanded network and they won’t let me switch back to sprint eithier. It’s a joke and a breach of contract. I don’t have service where my phone use to work fine. They ask for all this extra crap and it like irrelevant. Know your not the only one having issues with this crap service. Something needs to be done about the expanded network it doesn’t work nearly as well as the original sprint network.

14 Messages

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1 Message

3 m ago

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3 m ago

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11 Messages

3 m ago

I have had the exact issue.  I'm also going to a different carrier,this is all un acceptable, I've waisted more time on this issue than I care to admit to.  I've been with boost for years and I also did not want to change carriers but they backed me in a corner and now I have a new useless phone,3 sims cards(that are also useless)and no service. I feel they should reimburse us all for our expense  on the phones,cards and our time but as we see that sure isn't going to happen, we get a "so sorry for inconvenience" well that does not fix the problem they created. it looks like they are going to be losing customers left and right,,dont know what they would logically expect after treating long time customers in this manner!! 

Boost Care

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4.5K Messages

Hello Misstracihughes. That is definitely not what we like to hear. We'd like to make it better for you. Can you tell us more about the situation? 
- EdmundM

1 Message

3 m ago

Same issue here.  I just got the new sim card yesterday and was told my service would improve.  Quite the opposite.  I have no service or terrible service everywhere I go.  After reading the other comments on this string I'm going to cut my losses and change carriers.  I've been with boost for at least 5 years but it looks like it's time to part ways.

62 Messages

3 m ago

I hate to be the naysayer boost but this kind of problem seems to be more the norm than the exception.  And unless you give people the option to go back to the old sim, your customer base is going to go down the toilet.  Because I'm having the same problem as these folks are having, and I made the mistake of referring my family members join Boost as well.  Never again.

12 Messages

2 m ago

Hook, bait and sink! I'm leaving also. Was working fine for the year I had my new phone. Sim card upgrade.  I have no service. Cant call/ text emergency services if I ever needed them from my home. Also I bought the phone for some of the features it had.  Chat settings missing. They do not support wifi calling or texting which could impede getting police, fire or any emergency service that may be needed and could cause the loss of a life. 16 faithful years with Boost and now I'm paying for something I cannot use unless I leave the property live on.

Boost Care

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64 Messages

Hello Laura. We apologize for this inconvenience. We understand how frustrating this can be. We are aware of some of the issues that the change to the new network has caused. We are working hard to get these issues resolved. If you would like we can make this conversation private so that we can look into your account and check if there is anything we can do to make your experience with us better.

-Marcos G

12 Messages

Ive already gone thru all that, heard all that.  Theres no point in doing it 3 times. I just seriously hope I dont need emergency services as I and I'm very positive hundreds if not more have serious health issues that may need to call 911 or fire. If you would just turn wifi calling and texting on you might not lose any lives. If this isnt resolved by next tuesday ill have no choice but to change providers who do support wifi calling and texting. This is the only issue in the 16 years or so Ive been with Boost. Worst upgrade ever.

This issue SHOULD NOT be taken lightly by Boost mobile. ALL LIVES MATTER!!

2 Messages

2 m ago

Same here… and I just found out five others at work also took a step backwards in coverage and speed with the new SIM card. I can see clearly now that it’s not just me. This is going to hurt Boost to have a mass exodus because the forced “upgrade” made the service so much worse. Maybe the “expanded coverage” they were talking about was the size of the dead zone. I’d been happy with the service for over a decade. Huge disappointment.

1 Message

1 m ago

I have been going thru the exact same thing since mid July.  It took six calls with different associates with took over an hour for each call.  I have been with Boost for over 8 years.  When I leave my house I have to restart phone to get bars....when I get to work I have to restart phone to get bars.  Have not been able to send or receive group messages even tho not a problem until I received the 5g sim card.  Cannot send pictures to group or one person.  Today it is saying I have no data.  I am with you...I am paying for service that does not work.  And reading the responses from Boost has not improved the issues.  It is September now and not any better.

2 Messages

2 d ago

I’m having the exact same problem after upgrade with a brand new iPhone 12 mini.  Boost customer service is horribly undertrained.  Spent literally hours on the phone with them.  And now they have sent me to Apple.  It’s not the phone but the network.  This iPhone 12 mini on the new network is worse than the old 2016 SE.  I can’t text or have a conversation in my house.  And evidently after reading everything here, this is a known problem but the customer service people tell me it’s not the network. Came to Boost from Virgin mobile buyout. This has been a horrible experience

2 Messages

2 d ago

Same kind of experience here.  They are blaming the phone (a new iPhone 12) and after reading here it’s the network. Texts fail.  Phone calls break up.  It’s awful.  No such issues with the old network even though I had a 2016 SE. hours and hours wasted.  Wonder if this is going to turn into one of those class actions that I’ve randomly been pulled into in the past?  No step back plan is not good.

3 Messages

10 h ago

Same issues here and I’ll be switching carriers because 2 months and speaking with 10 different rep’s is far too long! 
 Been with boost for many years on the family plan and loved the service until the “ THE NEW SO CALLED EXPANDED NETWORK “ which is GARBAGE! 
 So my money will be going to a carrier that knows how to treat loyal customers!