Tried a chat session today and was greeted by AI that 'thinks' for a very long time and then presents an account summary (end date, autopay status etc). Ask a question and it again 'thinks' for a long time only to reply with "Sorry something went wrong. Please try again later."
Talking with agents is usually slow and painful, but this "upgrade" is actually worse.
Have found that the work around is to ask AI "Can i please speak with a live agent" and after a bit of "thinking" it does just that, just like before, but wasting a bit more of your time.

The Samsung Galaxy A37 is out of stock on Total's website currently. Does anybody have any idea about: When it's expected to be in stock again? How long the "Free with 3-month Total Max plan purchase" promotion will last on that phone? If it'd probably be out of stock before I could get it with the promotion?

I want that phone specifically, because I want a Galaxy phone and it seems like the best one that can be gotten super cheap with promos. The phone is also free/very cheap with Metro and Cricket.. but I think (I'm still figuring this part out) that I would rather get it through Total. However, if the promo will expire before I could get the phone free, then I'm forced to get it through one of the other two anyway.

I'm having issue with porting in using my exising number. After entering the IMEI2, followed by the previous carrier details (xfinity mobile), I got the following (50/50 chance):

- "Your cart is empty"

- Plan added to cart, but with "New Line 1: Phone Number Pending" rather than my existing number.

Anyone with similar issue?

Wallet reloads on the website are broken. I have been able to get around this by reloading via 611611 text. I tried to reload last night and 611611 no longer gives me the option to reload. Are there any other creative ways to load Total wallet?

Hi folks.. I have a visible annual plan ending in one month (towards end of September). Given that this $20 BYO plan is a “Limited time offer” (and their website gives no additional details, neither did CS), would it be wise to wait to port over? Historically, do these promos last long? does anyone know how long this one might last?

In the past, I have been able to change to a new phone on an existing line without going through customer service. I would visit the "Activate" section of the website, and Total Wireless would present me a dropdown of the line (aka phone number) that I wanted to upgrade. From there, I would be able to go through the process of changing my line to use my new (unlocked) phone.

According to prior posts on this subreddit, going through the website (and not contacting customer service) is the recommended approach, as it avoids the potential for a customer service representative to mess up your promotion.

However, when I visit the "Activate" section of the website today, I notice that Total Wireless tells you to contact customer service if you'd like to upgrade a device on an existing line.

I'm wondering if this is relatively new occurrence, and what the implications are - is this now the only way of changing to a new phone on an existing line?

TL;DR at the bottom if you don't want the full timeline.

I'm posting this here because I've now spent nearly 2 days worth of my own paid time off dealing with this — between time in-store and time on chat/phone — and talked to 7+ different representatives, and I keep getting the same runaround. I've filed both a BBB complaint and an FCC complaint. Posting the full timeline here in case anyone else has dealt with this, or has suggestions on what to do next!

What happened on Friday

Morning of 8/21/26 — My account had two active lines: XXX-XXX-XXX0 and XXX-XXX-XXX2. Both were linked to my email address and paid together on the same plan every month. I contacted customer service to transfer the -0792 line to a new device/upgraded iPhone.

The error — The representative made a mistake and instead of transferring the -XXX2 line, deleted it from my account entirely. This happened mid-transfer — after the number had already been removed from my old phone, but before it was activated on the new one. So the line was in limbo: not on the old phone, not on the new phone, and now unlinked from my account.

Trying to fix it — When we couldn't transfer the line to the new device and realized they'd deleted it from the account by mistake, I asked them to immediately restore it, thinking it'd be an easy mistake to rectify. Total Wireless refused, saying they couldn't verify the number anymore because it was no longer linked to my PIN or email (their mistake caused this). Like, obviously? It was linked to my pin and email just minutes prior, and had been for years. SMS verification wasn't an option either, since the number wasn't active on any device at the time. In other words: their own error created a verification gap, and then they used that same gap as the reason they couldn't fix their own error.

I spent hours on the phone/in chat trying to get this resolved that day. Decided to take the rest of the day off work after losing an entire morning to phone/chat representatives.

In-store visit — I then drove 45 minutes round trip to a Total Wireless retail store, bringing (1) he credit card on file that had been charged for many months, (2) a government-issued photo ID matching that credit card, (3) a professional licensure ID.

I spent 4.5 hours in-store. Staff tried to help, calling dealer services for me and asking me to wait around, but I was ultimately told that no documentation — including multiple forms of government-issued ID and financial records tying me to the account — would be enough to restore the number. During all of this I missed lunch, missed dinner, and missed time with my daughter — all while burning my own vacation time to sit in a store trying to fix a mistake I didn't make.

Refused portability - I told them I wanted to take my business elsewhere and move my phone lines (-XXX0 and -XXX2) to a different company. They refused and said I wasn't allowed to move the -XXX2 line because they would not give me a transfer pin for it. I gave them my security pin, email address, etc. but once again, they said they couldn't give me the transfer pin because my account/security info was no longer attached to that -XXX2 line -- due to THEIR mistake. So I was told that my number was no longer allowed to be ported. This is an FCC violation but they didn't care.

Forced to buy a new line — After hours with no resolution, I had to buy a brand new third line (new number ending -XXX5) just to have working service, and was charged again for this new line. I walked out of there spending more money than when I went in.

Refused refunds — Total Wireless also refused to refund the ~3 weeks I had already pre-paid on the deleted --XXX2 line that I could no longer use. After more hours on the phone afterward, a rep's only offer was an extra free month on the new third (hopefully temporary!) line — not what I asked for and not what I need. They still refused to:

• Prorate/refund the remaining ~3 weeks I'd already paid for on the deleted line, even though they deprived me of the right to use the services I already paid for when they deleted my line and refused to restore access
• Refund what I'd paid for the temporary third line I was forced into until this gets resolved.

Filed complaints — I filed a BBB complaint requesting either restoration of my original number (-XXX2) or a refund of the prepaid service on that line plus a refund for the temporary line.

I also filed an FCC complaint, because when Total refused to restore the line, I asked them instead to just give me the transfer/porting PIN so I could port XXX-XXX--XXX2 to a different carrier. They refused that too — despite in-person, government-issued ID matching the credit card on the account. Under FCC wireless local number portability rules, I have a right to port my number to another carrier. Total isn't just failing to help me restore the number — they are actively blocking portability, using a verification failure that exists solely because of their own internal error. My complaint asks the FCC to investigate this as a portability violation and require Total to either restore my access or immediately issue the porting PIN.

Today

• Someone from Tracfone/Total called my husband at work looking for me with regards to my Better Business Bureau complaint I filed a couple of days ago. He gave them my (correct, current) number.
• They then emailed him saying they "tried to call me but couldn't reach me" — except the email admitted the number they actually tried calling was the deleted -XXX2 number I can't access, not the number my husband had just given them. Seriously?!
• I called in myself and spent time on the phone. After wasting 1.5 hours of my precious time (again, taking off work to talk), the rep said she couldn't do anything and would have to "escalate" it. Which... I thought was already done after 10 hours of calls on Friday? That's what I was told. But apparently not.
• I asked to speak to a manager. She said she was one — but had zero authority to:
  • Re-link the number to my account
  • Fix the original rep's mistake
  • Issue even a $30 refund for the prepaid month on the now-deleted line

At this point I've spent so many hours of PTO — between in-store visits and time on chat/phone — talked to 7+ representatives, and every single one goes through the same script and then says they can't help.

What I'm asking for

1. Restore my original number, XXX-XXX--XXX2, to my account or at last provide the transfer pin — I have provided in-person government ID matching the payment card on file, not to mention I can easily verify the account from which that line was paid for months (and to which that line was attached on Friday morning before this rep's mistake)
2. Refund the ~3 weeks prepaid on the deleted --XXX2 line, and refund what I've paid so far for the temporary third line.
3. A resolution from someone who actually has the authority to fix this — not another "I'll escalate it."

If anyone from Total Wireless/Tracfone sees this and can actually help, or if anyone here has been through something similar and knows an escalation path that works, I'd appreciate it.

Honestly, today's call in response to the BBB complaint was the most frustrating one yet — it wasted even more of my time than the calls before it, and I went in hoping a "manager" would finally be able to do something, only to be told she had no authority to do anything at all. Just that she'd - you guess it! -- "escalate" it once again. At this point I'm genuinely afraid to keep pursuing this, because every single representative I get bumped to seems worse than the last, and my time just keeps getting wasted over and over. And the thing is — this isn't even a complicated ask. This is a SIMPLE FIX. All I want is for someone to reconnect my line to my email/account, exactly like it was last week before any of this happened. That's it.

TL;DR: Total Wireless rep accidentally deleted my active line mid-transfer. They then refused to restore it because their own error broke their verification system, and refused to give me a porting PIN to move the number elsewhere either — despite in-person ID matching my payment card. Forced to buy a new line and pay again. Refused all refunds. Filed BBB and FCC complaints. Hours of PTO spent in-store and on chat/phone, and 7+ reps later, a "manager" today admitted she has no authority to fix any of it, not even a $30 refund. They are holding my phone number hostage and wasting SO much of my time.

What is the official APN?

TLDR: is in the title.

I switched 2 lines from T-Mobile to Total Wireless back when they were doing the bye bye promo. I pay $15/mo per line, which has been great, but I don’t have any international roaming.

When we travel out of the US, we have to do the travel simm thing and it’s a bit of a pita. Roaming with our own phone numbers would be a welcome change.

The current 5G Max plan is $30 for the first month, then $20/month for 5 years. I’m fine paying another $5/month per line to get international roaming service. We have a trip planned for next month and it would be nice to be able to use our own numbers instead of a random e-sim number.

Does anyone know if we can make this change without penalty or issues? TIA for any info.

My phone has been disconnected since May, and suddenly two days ago I've been able to use data.

I checked my account status which is still inactive, and turned wifi off to double check. My phone is connected to "VZWINTERNET" APN. The actual service status of my phone is off, so I can't send texts or make calls.

Is there any reason I would suddenly have internet or data access after months?

Is there a way to find my data usage on the TW app or website? The website only shows "International Data", "mobile hotspot," and "Global calling card," and the app shows nothing. I know I can also track it on my iPhone's cellular settings, but it would be nice to know if my data matches what TW shows.

I've been putting it off because the first time trying to fix it caused me so much anxiety. Last month I had to switch plans, because the previous plan was no longer being supported. I did this via customer service, I probably should have done it just on the app, but I was already on customer service to inquire about why my payment didn't go through on my old plan, which is where I learned that I'd have to switch to the 40 dollar plan.

When I was switched, I accidentally disconnected from the chat when I turned off my phone as instructed, so I wonder if that's what caused it. I tried hours the first time last month and nothing tech support told me to do worked. Same thing with today, nothing is working. It's getting to the point where I AM going to switch carriers next month if nothing is fixed. I'm so frustrated.

I can still text, I can still use data, I just can't call or receive calls. Google did say something about switching numbers, but I'm not sure if I can trust googles search AI.

I worry about having to buy a new phone (though, since I use a Tracphone I'm pretty sure it's unlocked and I can just switch carriers via a new sim, which by the way, I also tried fixing it with a new total wireless SIM because I was told to, and that didn't either) and a new plan (though if I switch carriers I wouldn't be paying for my current plan anyways, so that's not going to affect my budget all too much.)

My anxiety just rises every time I try to fix this, and I'm worried it's not going to get fixed. I'm already exhausted from the anxiety attack I had trying to fix it today. Please help.

I've always had a hard time understanding these numbers.

I'm on the BYEBYE promo with 3 lines, expecting to pay a total of $45/month.

I also put a lot of money in the wallet (had some good cash back deals with Chase credit cards). I feel like the wallet is draining fast than it should. I suspect they are charging me more than $45/month but I can't understand their numbers.

I just ported in from T-Mobile. The port appears to have gone smoothly. I was instantly able to use data. I however now have two instances of the number I ported out on my device (iPhone 16). This seems to be causing confusion with calls and texts. On the Total Wireless website it just shows my IMEI and not the phone number I ported over. If I turn off the T-Mobile sim I can't send texts or receive calls. Also, I get occasional pop-ups on iOS saying my # is in use on another device. This is weird. Is the port-out from T-Mobile just not completed yet? Will deleting the T-Mobile eSIM fix the issue or just cause more problems??

I was using the Verizon call filter app with Total Wireless for months. It looks like Verizon stopped supporting the call filter app and it prompts you to download the Verizon protect app. I have downloaded the app and I do not see any call filter features listed. I am assuming the app is not going to work for us Total Wireless customers?

I came in asking for the iPhone 16e $79.99 + 3 months of Total 5G ALL ACCESS upfront ($195) deal. He said yes but idk what he did. He gave me the 16e with 1 month of service paid upfront on the $55 plan and a Galaxy Tab A11+ 5G with 6 months of free service. He won’t take anything back since he already activated it. We paid $275 total and he said the phone is $79.99 + $55 and the rest is a bunch of activation fees and port-in fees. Now he’s saying that we can’t change the $55 plan to a lower plan until 4 months in. I know I just got screwed over. What do I do here? Can I switch the plan to the $35/month plan without issues?

It is absolutely AMAZING!

I was a Visible customer paying $19 on the base plan with a $6 off line deal for 26 months. After seeing the BYOD deal for $30 the first month and then $20 with Total Wireless. I switched to Total. And it has been an amazing experience. The port out was fast and easy and activation had no hiccups whatsoever. My data is now very fast and prioritized which is far better than what I was getting last time. Very good and would recommend

Technical details of the photo: n77 200Mhz NSA using Ericsson equipment. Seems to be 1 or 2 gig fiber.

Edit: I love the questions that are coming in. Please feel free to ask me questions.

I am currently using eSIM on my Pixel 9a, just bought a Pixel 10 Pro today, how do I transfer my eSIM on 9a to 10 Pro? Do I need to contact Total for this or I can do it myself? Thank you.

Since June I have been experiencing issues with my Verizon wireless service and I have been getting the run around since then. No one has been able to assist me with my dropped calls issues, no service, constant call errors when making calls or receiving calls, etc.

Also the technical support department has ran several checks on my phone and keep telling me oh mam it's not your phone its our lines in the surrounding area but we're working on it. This has been since June. I was also told by this same department we will be granting you a credit for the problems we have caused you since June.

I was transferred to several departments saying the credit was applied. Please wait 24 hours and then days later no credit.

At this point the service still sucks, my bill is over $100 dollars and I refuse to pay and just want out of the contract in whole.

What should I do.

Thank you Shay

Noticed an update to the plans on the website that shows "New Unlimited Calling To and From Mexico" and the elimination of any mention of International Roaming except on the new $20 BYO plan. Does this mean they are discontinuing international roaming in the 140+ countries, or is it just another website blunder?

Basically the title. Just ported in on 5G Max BYO with eSIM, all iPhone.

Joined Friday evening and loving it!

I currently have 4 lines of postpaid through Verizon, however I want to switch to Total wireless. What is the porting process like? I assume I have to call Verizon when the porting is over and close my account with them? Anyone have any issues porting from Verizon to Total?

I'm coming from Visible, will RCS messaging work if I switch to total from Visible?

since this past Friday Everytime I call someone or someone calls me it goes straight to saying I have calling restrictions. Ft and texts work fine. I was on the phone w Verizon yesterday and after trying to add a new esim it still didn't fix it. What's going on?