Virgin Mobile USA offers lifeline mobile phone services which are subsidized by the United States government. This program offers a free wireless smartphone, 350 free local and domestic long-distance voice minutes, unlimited text messages, and 1 GB of data per month to people who meet eligibility requirements and live in a participating state. In addition to the standard services users receive, users may add additional voice minutes, text messages and international long-distance via pre-payment using a credit card, debit card, Virgin Mobile top-up card or PayPal.
Assurance Wireless users do not receive a bill, are not required to sign a contract and do not pay activation fees or recurring fees. Virgin Mobile is owned by parent company Sprint. 
As of January 2013, Assurance Wireless service is available to qualifying residents of Alabama, Arkansas, California, Connecticut, Delaware, District of Columbia, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin and West Virginia.
The FCC announced in August 2019 that it planned to increase the number of free data gigabytes from 2 to 8.75 but stated that the program would offer providers, such as Sprint, no increase in fees. Sprint and other providers balked at this increase and asked for an extension of the existing program until at least 2021.
Headquarters for Assurance Wireless are located in Warren, New Jersey.
Virgin Mobile USA offers lifeline mobile phone services which are subsidized by the United States government. This program offers a free wireless smartphone, 350 free local and domestic long-distance voice minutes, unlimited text messages, and 1 GB of data per month to people who meet eligibility requirements and live in a participating state. In addition to the standard services users receive, users may add additional voice minutes, text messages and international long-distance via pre-payment using a credit card, debit card, Virgin Mobile top-up card or PayPal.
Assurance Wireless users do not receive a bill, are not required to sign a contract and do not pay activation fees or recurring fees. Virgin Mobile is owned by parent company Sprint.
History
As of January 2013, Assurance Wireless service is available to qualifying residents of Alabama, Arkansas, California, Connecticut, Delaware, District of Columbia, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin and West Virginia.
The FCC announced in August 2019 that it planned to increase the number of free data gigabytes from 2 to 8.75 but stated that the program would offer providers, such as Sprint, no increase in fees. Sprint and other providers balked at this increase and asked for an extension of the existing program until at least 2021.
Headquarters for Assurance Wireless are located in Warren, New Jersey.
T-mobile really screwed up assurance wireless. I have been with them for almost 8 years. This year has been nothing but emotional distress on so many levels. It use to be a good company. No one there is trained properly i thought this was only happening to me until i started doing my research
I think we have enough complaints for class action lawsuit against T-mobile please check with a local physician the phones they are sending out are giving people headaces my left wrist is hurting from all the over heating. I can barely use my right hand anymore.
Assurance wireless turned off my phone again send phones that are over heating but gave me no warning that my service was going to be cut off. I live alone have cancer and other aliments which my family stay in touch with me now i can not speak with they. I am on the computer writing to lifeline and the FCC Filing another complaint againt the ceo team leader. I feel like i am being treated like trash i need my service turned back on Joseph Doierr and jessica or jennifer at T-Moble have made my life a living hell. The agents do not care whether you live or die they just want a 10 rating and when i put 0 in. My phone was shut off. I have burnt fingers my phones are down graded phones people should not be touching overheating phones or phones that do not have a name on them and you cannt even open unless you break it first. No one should handle batteries with bare skin that causes cancer. I want my service on today
I have a new Assurance phone via Life Line. ALL I WANT IS MY OLD PHONE NUMBER from Consumer Cellular ported over. I gave Assurance all the requested info. and Assurance wants a 3rd party, unrelated phone to connect with to COMPLETE THE PORT PROCESS.
I have no one’s phone to use. No one. I asked a person at the library who literally ran away. I called both T-Mobile and Consumer Cellular who said the 3rd party phone trick was a phony stumbling block to discourage porting old numbers.
I called the Missouri attorney general consumer affairs and they took my complaint.
ALL I WANT is my old number ported over to Assurance. The reps spoke horrible English and the supervisors (2) were rude and nasty.
I’m going to Paul McAleese, CEO and staying with the state AG.
This is crazy I had unlimited service now I none phone has been off for a week and now I have to wait 7to10 days assurance wireless and acp has two different phone numbers but both numbers go to the same place
I’m having all the same problems. Does anyone have a number for a US representative? I can’t stand this company and want to switch. They need to be sued for all the damage they are causing people with lost phone service and very unprofessional service. It is disgusting how they treat us and how they don’t care about the bad service either. Someone will get hurt from their negligence and a lawsuit will ensue.
left previous message go to safelink . they are horrible i read all reviews my god youcan not treat people this way. all call esclated and recorded
You are so right the agents hang the phone up often my phone has been off for over a week. And now they telling me 7 to 10 days your better buying a phone
Now that I see your rating are 1.7 this has been the most horrific experience. I have been hung up
on called back 5 hours straight for no results. received new phones SI cards to be told
that you are being routed to TMOBILE you have no active sim card another ne wphone is sent for the same thing. to call back be hung up on speak to supervisors to do the same thing repetively state its a network engineering problem to be escalated to be hung up on that dept. NOTHING NOTHING NOTHING has been done better to get a prepaid phonr they treat you like cattle and again on the phone as I type this same thing over and over
How do we get a hold someone from the cooperate office? I’ve talked to 19 different people and 3 different supervisors and 1 manager. They ALL lied to me! Charged me for a new phone which I was promised to get the same phone. But gave me a garbage phone. I shouldn’t of got charged if I was under warranty. Then FedEx had problems sending the the phone. But I was promised a refund before I received the phone since I was under warranty.? Now I’m getting the run around about my money I paid. Plus I found out today that my phone is not a model they make anymore? Please have someone contact me I need to get my refund and I really pray you guys treat customers a lot better than the customer service line..
Call the number in our listing
The number is in the phillipines and noone speaks english or understands well. Stop screwing people around. You people are horrible and disgusting doing this to people.
I’m calling the BBB you all should do the same
Hi, I applied in April for my Assurance wireless phone and I am just meeting idiots on the phone and there’s no way to contact anyone unless it’s them I mean you cannot email them I was told to call on May 1st cuz my benefit transfer from lifeline could not transfer over cuz I had a contract with to connect or to mobile and it had to expire on May 2nd I called and the guy said okay I’m redoing your application and you should have your phone in 7 to 10 days I didn’t get a phone I called up and I asked the Bella when it was coming he said oh good news is coming tomorrow and guess what I never got a phone that day I called up again I ended up calling three times the next day and I even stayed on the website while I was in touch with a so-called supervisor and he said that I needed to wait for them to delete my old account and then reapply I was told by the first one and given a UPS number and without a tracking number and I thought it was a number for Assurance wireless where I could track my phone and yet it was the US postal office I was told by another one you have to have proof for your lifeline any transfer me to a lifeline number and the app I was using to try to make a call just disconnected even though I told him no my lifeline is good and I just got recertified for a year I was told I needed to reapply by the last one and maybe something else and when I stayed on the line I was not able to access my account I told him I don’t have a number and all he said was yeah that’s right you don’t have a number and he said he would do it on his end and that is to delete my account I’m still waiting he said it takes 24 hours it’s been 48 I’m still waiting I cannot access my account without a number and I cannot reapply because they say you have an account already I hope they get their crap together and I hope somebody answers this complaint and finds out why I’m having so much trouble and why can’t contact anyone that can do their job and you know when you call up to talk to insurance wireless they just give you a bunch of numbers and there’s no actual person to talk to unless you go through technical support or some mess through their voicemail I mean it’s like they directly do it on purpose to make sure that you can’t actually talk to anyone and this is the only way you can complain to corporate I mean this is the only way you can actually get any contact on the website or online is to make a complaint I mean when am I going to get my phone?
I have called the number 732-907-6745 and it’s a Walgreens I mean who puts a fake number on the internet for you to contact Assurance wireless I mean what’s going on that you can’t contact them in any way and when they tell you here you can email Assurance wireless and the CEOs you get their website which doesn’t allow you to email anybody
Thanks for letting us know that the number had been changed. We have update the listing
I have recieved a replacement phone and need to retain exhisting number. Your operaters cant locate my info so they just hang up on me…..HELP. scott 360350XXXX
I have been trying to get a replacement phone for over 2 months and have spoken to at least 8 representatives and each time more run around. I was last told on 12/24/21 that I would have it by the end of this week. ???? I am going to take to social media and the local news and report this situation. the last phone they sent me in July WAS USED AND HAD SOMEONE ELSE NUMBER in it and I could not retrieve it, then I was signed on as a guest???? thirdly it got stuck on voice commands and when they tried to trouble shoot they too were unsuccessful.
I so understand . I reaching out to my local House of Representative because this is government services.
My phone stopped working in July of this year. Since then I have been lied to numerous times by agents and supervisors that the phone is on the way. Each time I call I’m on the phone with an agent with very broken English refusing to get a supervisor on the line. With several reference numbers and names, they can never find notes. I just spoke with Celo another supervisor on Monday 13th and was told she was making notes and was going to walk over to the business building herself and I was to call back. Well, I called back and no notes, and a supervisor was not available. When I asked how could I reach corporate and to whom do we file a complaint to the representative stated he didn’t have a number. This is very frustrating that this is a government service and they lie to the customer on a regular.
Fed Up! They screwed up the Lifeline service for my mother. She was approved in July 2021 but did not receive the phone until September 2021. Out Of the Blue, this past weekend, they deleted her account, for No Reason. She had been using it for three months, but their records showed that it was never activated, really?! I work at a hospital, so staying on the phone is impossible. I have been messaging with them all day long and guess what, I had to reapply for my mother an account, and we have to wait 7 to 10 days for APPROVAL, even though we already have a phone, and an account. They ____ed this up, but we have to pay the price. Unacceptable service! I have filed a complaint with the FCC, and am filing one with the BBB, and the AG’s office. This is not how you do business. Grossly mishandled and just downright dirty.
Your corporate information is incorrect. Please update your stupid website page.
I was told I would be removed from there service I signed up for the ebb program on September . I was lie to.they took my info.yet know Internet . No service . an still using my lifeine.with out concent.haven’t release my info.it’s been a month . an.now they told with in 24 hours that they release.nothing . I’m angry , an frustrated , an still can’t get service .
I got my new phone on the 17th of August, at 2.30pm. I’ve been calling to get my phone activated with no results. I’ve called 5 times and spent more than 2hrs and all I got was put on hold for over 40min and when I finally got through, I was hung up on. I started calling again at 9am on the 18th of August. Its 2.40pm still not activated. I’ve called a number to complain in the morning and here we are in the afternoon still waiting for their call.
All I want is my stupid phone to be activated. No body seems to give a f****. 24 hrs ago I got my new phone. Its worthless because I can’t get it activated. This company really sucks and got worse when the merged with sprint. I’m from Cuba. Things are very bad there, but at least the phone service is way better than with Assurance Wireless.
HORRIBLE THEY REFUSE TO LET YOU SPEAK TO A MANAGER
So true. Can’t get ANYONE who can get my “new” phone to get info, apps, downloads, etc. from my old phone (which wouldn’t charge beyond 21%) . I’ve had responders who were answering with the same time, but half a continent sway! It’s been weeks now that I haven’t been able to contact my bank. Am I in debt? Am I overdrawn? Help! Maybe Obama is cursing us for taking what was considered a blessing.
Get rid of the WIKO phones. They keep putting blue rectangles around indiscriminately and blocking what I’m trying to accomplish.
The “customer service personnel never call back when they say they will (or ever).
I’m in my 84tu year and am so stressed by this, I’d love like to dir, but am not suicidal. Still….
Horrible, horrible, horrible, they turned off my service because of my delay in sending in the old phone, now for 3 days they’ve lied hung up and said it will be turned back on
they are doing the exact same thing to me. i have health probllems live alone and they turned my service off after many calls and emails to get broken phone picked up. they are just bad bad.
I have been trying to get my service cancelled since around Thanksgiving of 2020 when my phone got stolen. I have the opportunity to get a brand new phone with another company who also does the government phones. I have called three times to make sure that my account has been closed, because obviously I cannot transfer to a new phone company and get a brand new phone without that being established or completed. I have been reassured three times by three different Representatives that yes, it had been closed. I was given a confirmation number each time, which obviously was different all three times which proves right there they are not competent or I would have received the one time confirmation in the very first time and gotten the same number repeatedly when I called back. I have worked for telephone companies before in the past and I know this from experience in dealing with it as a representative talking to customers. The lady that is helping me get the new phone has been checking on it everyday for me and still to no avail. I totally first representative that I was going to do contact sec and I did not do that yet but as soon as I get done with this comment I will send an email to the CEO of this company and I will also be contacting the FCC it is too late I am beyond Furious I don’t have the money to pay for a regular phone right now because I do get government assistance and I cannot get that accomplished because insurance wireless is incompetent all the way around I do feel myself and quite a few other Americans need a public apology and reimbursed in other ways I just don’t know how they would go about doing that.
Turn my data back on .
I wish the had other companys more local options for low income cell phone the assurance wireless IS THE RUDEST COMPANY IN THE WORLD ,,, my cell phone broke , i needed a replacement ,, i did get the new piece of junk cell phone fast ,, but compared to the one that only lasted 1 year before breaking ,, never ever dropped my cell phone ,, the old one had way better quality picture and cell phone ,, i payed 26 dollars on my credit card on my new cell phone , I CANT MAKE ANY CALLS OR INCOMING CALLS ONLY TEXT MESSAGES,, they acivated my phone i would tell peaple if your old assurance wireless phone is working dont upgrade ,, assurance wireless told me iam getting a bigger cell phone better quality right , ya i got a better peice of junk cell phone
Sprint owned virgin so it would be ppl already in trouble with the feds on their life line contract defrauding poor ppl.
To Ron.
I agree with you and everyone. If one needs moderation for telling the truth what does that tell you.
moderation is to prevent spam and limit death threats, cursing, and the release of private information.
Today is my tenth call regarding the replacement phone I got today. They demanded the numbers on the box before transferring my call. I never had this before and by the so-call Assurance Wireless corporate number this is not necessary. The Executive office is of no use, they just transfer you back to the questionable tech support office. Another problem with Assurance wireless is when a supervisor is requested, the so-called tech support refuses to transfer you or hang up. It has become the mentality of Corporate, Head of customer service and other officials of the Federal program. state election officials and other staff members in correcting the problems and replacing staff members. It is the arrogance of the staff needs to be corrected and/or replaced.
There have been too many problems with this company. I am looking for another company to do business with. Phones don’t work. Too difficult to replace phones. Phone manufacturers do not exist but Assurance Wireless renews a contract with a company that does not exist.
This company is a scam and should be shut down.
They sold me a fake phone and not responding anymore.
I am thoroughly disgusted with this whole service. Since January 2020 I’ve had nothing but aggravation frustration anxiety and disgusting feelings towards in a company crew of yo-yos no. You get these overseas operators who don’t know how to speak proper English who don’t know what you’re talkin about make you repeat your information over and over and over again and they act like they don’t hear you. And you ask for an American USA operator cuz you don’t want to deal with those overseas bimbo’s. and here comes the Inquisition and you don’t want to answer the questions and you don’t want to talk to them. Everything is v,voo,that,there. Then you get a recording press this number press that number and it goes on and on and on with pressing numbers and you get nobody and then when you do get somebody overseas Filipino Foreigner it drives you nuts. When you ask for supervisor and comes another Inquisition when you don’t want to talk to them you want a supervisor and the delay and the nation and the stalling just goes on and on and on instead of being on the phone for 10 minutes you’re on the phone for 3 hours tell me about that time you ready to call it quits and say that end with the f****** phone bulsh*t. Nobody knows what they’re doing nobody knows how to do it nobody knows when to do it where did you do it why did you do it. Then they promised you a phone and you think you’re getting the far and it’s 3 months and you haven’t got a replacement yet so then you start all over again and it goes on and on and on the same b*******. I have never seen a more dysfunctional insensitive illiterate bunch of yin Yang’s in my entire life but yet they’re running an operation. How many others were feeling this way how many others are ready to call it quits. And say f*** the phone. I am calling every major agency that regulates companies like this and I am following a Whopper of a complaint. This is the worst company to get a phone from even if it’s for free it’s not worth the aggravation and the stress you have to put on yours self. The FTC the FCC needs to know about how dysfunctional and screwed up this company is. It is connected to Sprint it can’t be all that great. Anyone considering getting a phone here should think twice. There are a thousand other companies to get a free phone from. Don’t waste your time with these yo-yos cuz they don’t care about the consumer and they never will not when they do what they do to people that are indigent and low-income. They have been getting away with stuff too long. And they need to reconsider their contracts with these overseas dysfunctional pieces of s***. Cuz a lot of people are feeling this way not just me there’s thousands of people disgusted and I’ve walked away. Please to company corporate escalation level reconsider who you got your contract with and get somebody more confident more sufficient more capable. and I’m sure this little message I’m putting here is probably a waste of time cuz you people don’t give a f***
14 months and am waiting on my 6th phone. thats a new phone every 70 days!!! 4 umx,2 kivo(?) customer disservice-ive been at war with these a-holes for over a year. reported to FCC and USAC- i suggest everyone do the same
I agree with your frustration. Headquarters needs to take action of what’s going on with their employees. They won’t change my number, I have been getting unwanted calls, and spam messages. I truly think I have been sharing numbers with someone if that makes sense.
I am totally frustrated and disappointed with assurance wireless at this point. I have been trying to get a phone since November 1st, 2019. I have literally called your customer service 30, count them 30 times trying to get a phone. I have been lifeline approved and have completed the application process but each time I contact a csr they are “rude”, hang up in my face, will not let me speak to a supervisor, seemingly incompetent, and want me to repeat the same process over and over and over again. And I still have not received a phone and it’s been over 3 months. Utterly ridiculous, I promise. Please, I need and administrators help, or boss or something. Will someone please reply so that I may get a phone. It is now February 05, 2020. Thanks
The customer service is rude asked for corporate office numbers didn’t want to assist me with info never received my phone that I requested. Please call me back from corporate 917640XXXX thanks
I asked for headquarters number too, Ava would not give it to me. I had to look it up myself. New management as well as their employees!!!!
To whom this may concern: after working for 2 master agents so far, and screwed over 2x, I think its time to let someone know in head quarters. please give me a call @ 443-253-XXXX. Im sure the owner would like to know this information and possibly check it out!
Can you email me? I am very interested in hearing your story. I was recently an agent as well.
Email: M.prado_12@ yahoo.com
Assurance Wireless has been screwing me around and has said I have not done my California Life line stuff. I have and so California has said, but for two months I have tried everything. Finally I was told by a supervisor that it came in. Yesterday I called about something else and they said I hadn’t done the California Lifeline and will drop me Dec 8th. This is not helping my sanity. I had Virgin Mobile for years until I couldn’t afford it. Please fix this. You have the power. California Lifeline has assured me that I am good for the year and your people have don’t care.
I agree. Ava from customer service is rude. Be careful cause they can and will control what you do on your phone. I looked up headquarters number and I will be calling them. They invade your privacy and that is against the law.