View Full Version : Trac phone woes
I have had a trac phone for years and loved it, worked everywhere, no problems...Sept. 15 it would ring the dialed number, voice comes on , says dial again but without pressing send, do it, call goes through. Now when I call it rings and tells me I can press 1 to pay for a pin number! So I called Tracphone....one told me it will only work in the registered zip code, moved higher up to "I am the last person for you to talk to" They did some stuff, I don't know if it works because I am in the house and it has been fine in the house???? But, I wonder if anyone else has had this newly developed problem. He insisted it was the "tower". Thanks.
iris lilies
10-23-15, 6:40pm
I just tested mine, making a call from inside our house it is fine. But I use mine only once every 4-5 months to call out so,I am not a good candidate for a test.
keep us informed on what you find. If the thing is going to go bad, I'll oitch it and go without a phone.
Williamsmith
10-23-15, 7:49pm
I once had a trac fone It was great. Until it stopped working. I called support. OMG. I threw it in the trash and took two Advil. Their support stinks.
awakenedsoul
10-23-15, 8:04pm
If you end up looking for something else, I've had excellent service for my Jitterbug phone. I pay $20.00 a month, and it's been super reliable. Any time I have a question I can call them. They have always been very helpful. I can also change my plan and add more mins. if I'm going to be making more calls. The company's name is Great Call. I don't miss my land line...
I've been using a TracFone for a few years now and still have one of those old motorola flip types. A few years ago, the phone wouldn't work so I called support and it turned out that I needed another sim card for it. The customer service rep wasn't from the U.S. and I wasn't sure she understood what I was saying based on the conversation and language issues, but she was really nice and it turned out that she handled everything *perfectly*. She immediately mailed the new sim card and I haven't had any issues since. I don't use it often though since it's more of an emergency phone (I use google hangouts/voice primarily) so I'm hoping nothing changed for the worse for using it away from home.
SteveinMN
10-24-15, 8:10pm
For what it's worth, TracFone has some interesting agreements with the major cellular carriers. "Interesting" in that most prepaid carriers offer one network (AT&T, Sprint, etc.) and that's it. TracFone (and Consumer Cellular and some of the "Jitterbug"-type phone providers) has agreements with multiple carriers so that you have greater coverage when out and about. Not universal, but more than you'd get with a prepaid that offers, say, just T-Mobile's or Sprint's native (i.e., non-roaming) network. That's the good stuff.
The bad stuff is that TF's customer service is really really bad, as most of you have found out. There really could be any number of reasons things didn't work on nswef's phone; the ZIP code thing is nonsense because TF assigns you a primary carrier based on who has good service in your area. It could be a corrupt SIM; it could be that the tower garbled something (though not repeatedly unless somehow you were always "roaming" when you experienced this). "Tower", however, may be end-user shorthand for the carrier to which your phone primarily is assigned, and maybe they cleared something that wasn't connecting properly.
Anyway, I hope it's working for you. The kind of problem you were experiencing doesn't sound systemic.
After having been on the phone AGAIN for a long time...I asked about switching the new phone back to the old phone, which worked. The glitch- I lose my minutes because policy is to not give minutes back when downgrading. So, I have kind of thought that might be what I need to do. Still thinking about it. No one even suggested it could be a corrupt SIM or that maybe they could try a new phone with me....I remember when we first got trac- analog and they switched to digital they sent us a motorola that did not work here. On the phone call at that time a very pleasant person worked through the problem and decided we needed a different phone from another ZIP code and that is what we still have until this move to an Android. So thanks Steve, I'll call again to see if it could be the SIM card. I suspect they will not be able to tell if it is corrupt or will they?
SteveinMN
10-24-15, 9:09pm
I'll call again to see if it could be the SIM card. I suspect they will not be able to tell if it is corrupt or will they?
Well, a corrupt SIM is the kind of thing that shows up once almost everything else is ruled out. As for whether they can do it, it's TracFone. I have my doubts. :|(
TracFone SIMs are a little strange in that they are tied to the phone's serial number in a way that can't be undone. Most SIM-using carriers let you move the SIM freely among phones which can use that particular brand of service. TracFone likely will have to send you a new SIM in the mail; they most likely will deactivate the old one on first use of the new SIM, but at least you'll start with a new SIM which should clear up the issue if it's corrupted.
The one thing I would do if I were you is the following (courtesy of prepaid.com (http://www.preprepaid.com/whichtracfonecarrier.php)):
1. Go to Tracfone.com (http://www.preprepaid.com/tracfone.php) and enter your zip code. (Don't go there just yet, you need to know what you are looking for)
2. Confirm your area.
3. Look at the url (web address) in your address bar. You will have a url that looks like: http://www.tracfone-orders.com/bpdirect/tracfone/Start.do?action=view&market=GSM5AT........
4. The underlined bold part where it says market=GSM5AT is the part that tells you which carrier/technology Tracfone has selected for your zip code. More specifically, the part after the equals sign. (Above is just an example, it will be different for your zip)
Here is what the different market codes mean.
GSM4 - You will get AT&T
GSM5 - You will get T-Mobile
GSM5AT - You will get T-Mobile or AT&T
You'll want to know which underlying carrier TF thinks you should have. Is there any way you can look back and see what you had that worked? Otherwise, you'll want to ask for a SIM for the other carrier (which should work better in your area). They may hem and haw about this. They may tell you that you'll have to get a new phone number. If they do, you could ask them about "porting" your current number to the new SIM once it arrives.
Sadly, this will not be a slam-dunk. But if you know what you want and are patient about it, you should be able to get working service again.
Thanks Steve I am going to copy and print out what you wrote...not dealing with it tonight, but tomorrow.
Had to try the map of coverage and the GSM that should be there on direction 3- has BLOCK!! Surprise. I will call though with this new idea of a new SIM card. Thanks again.
Update- last night I used the chat feature of Tracfone and it was much less frustrating. I explained how we had a different zip than the one our phone is assigned and he asked for my actual home address....had me take the battery out while the phone was on, put it back in . He said he had reprogrammed it. so I had to wait until I was away from the house today to try it and it worked! I had bars and no searching for a mobile network. Before I trust it completely, I will try it in the other two areas where I generally travel, but I think he fixed it!!!!! I found the chat much less irritating because I could understand what was being said. So the next is to tackle the double phone dialing that is on my husband's phone. Thanks Steve for the ideas to try and ask about.
I was going to suggest the chat feature. Glad that worked for you. I've had good luck with that except one time I had a rep who kept typing "I can only take 7 minutes on this chat" and then disconnected himself. I complained about him.
I feel so sorry for those poor souls on the phone and chat. I am quite sure they have a quota and are rated on how quickly they get rid of a call. It has to be horrible, add in not being able to be understood easily and not speaking English well with people calling you who are angry and frustrated. I would never last.
SteveinMN
10-27-15, 7:40pm
I'm glad that's working out for you, nswef!
iris lilies
10-27-15, 7:57pm
Thanks for,the update, OP. I still have a Tracphone and so appreciate any news about it.
Bad news- the town where the trouble was first noticed...still a problem. No service, and my husband's phone ( the older trac that always worked in this town) no service either. So I am now thinking the problem was NOT solved. I just went to the right zip code. We're going to keep trying. I think when I chat I'll tell them the zip code where it is not working but the idea of having to figure out where I going has me NUTS. So, I'll keep posting as progress or no progress is made.
SteveinMN
10-28-15, 6:12pm
nswef, I know TracFone goes by the ZIP code of the billing address, but if you tell them where you need to have service (the troublesome ZIP codes) they may be able to do something. I am hopeful that the "something" does not involve trading phones for a CDMA carrier (Verizon or Sprint) but if that’s what gets you service where you need it...
Well, I tried again last night, chat version. I must be in the non working zip code for them to be able to do. I was flummoxed about that but remembered THE LIBRARY! I can use their computer to troubleshoot via chat in the non working zip code. Yea for my brain kicking in. Now to get there and try it. I was also told to try dialing *22890 to reprogram. I will try that, too. What's odd is that my "source" zip is about 30 miles from our house because our address zip did not work at our house when we first got a digital from Tracfone. They also had to change it from a Motorola phone to a Nokia. She said my new phone does not have a sim card. And the foolish double dialing on my husband's Nokia phone is just the way it is....
SteveinMN
10-29-15, 4:51pm
What's odd is that my "source" zip is about 30 miles from our house because our address zip did not work at our house when we first got a digital from Tracfone.
I'm not quite sure what you mean by this. "Our address zip did not work at our house" -- does that mean when you started with TracFone they told you they could not provide service based on your home address? Or that your current house location does not have TracFone service?
They also had to change it from a Motorola phone to a Nokia. She said my new phone does not have a sim card. And the foolish double dialing on my husband's Nokia phone is just the way it is....
It is possible that they've already switched you to a CDMA carrier (the TracFone version of Verizon or Sprint). The vast majority of CDMA phones do not have SIM cards (though that is no longer a universal rule). And the "dial-to-reprogram" is a common CDMA activity. It helps map towers and which carrier is to be preferred for service. Definitely try the reprogram.
Thanks Steve, again. Yes, Tracfone did not have good service at our home address when they started, so they routed us through a different Zip. I'll try the reprogram tomorrow. thanks for your help.
More on the saga. 1. Went to the library to try to use the computer in the "non service" zip code to get it programmed via chat. It would not reprogram using *22890 in the parking lot of the library. I only had 2 bars so on the chat line they could not trouble shoot, there had to be at least 3 bars to troubleshoot. I told her if I had bars I would not have a problem. So on the way home I was able to do *22890 and it did say it reprogrammed, but I will not know if that worked until I get back to that area again as we crossed to our zip code. So, I get home and I have 2 calls on my home phone about my problem. I called the number ( different from the regular number- perhaps more highly trained script readers?) and after 40 minutes I have a completely reset phone.We will see tomorrow if it worked. She said it would work in the ZIP I gave her that I needed. I'm thinking if this works, perhaps because it was a refurbished phone maybe it was just goofy. I will keep tracking this- ha ha and report.
No luck at all. I talked to a friend who just got an android in the "non service" area. He is having the same trouble. He's going to activate an old phone for home and keep the android as it is great where he works and travels, just not in the dead area. I was even able to program with the *22890- said it was successful, but it still doesn't work. So I will try the help line one more time and then switch back to the old phone. Even if I lose minutes, but I have a call number from them for my response in an email. I'll keep you posted. But as of now I would say do NOT bother to move up to an android if you have a Trac phone.
They are supposedly shutting down the new phone, transferring the number to the old phone, then I am to call and they will transfer my minutes. Not holding my breath, but hoping it will work.
Hope it does, nswef. That's a long time to be without service. Any chance you could press on them for a rebate or additional airtime? Once this is all over, of course.
I might do that, however the phone was $10...I added up my time on the phone. Nearly 3 hours in the two weeks I've had it and tried to correct the problem. Not counting "chat" time on the computer. We had a guy come today- ATT and his phone didn't work up here....but he said it works everywhere else.
Another hour on the phone- number is being transferred with minutes to the old phone and perhaps more minutes....we'll see. I am to wait for "the tower" to do what is needed for the transfer and it is already transferred on their system. While on hold I colored. Makes the time go faster. My friend who has Virgin Mobile had to move all around to get a signal here at our house...truly a dead zone which is why I want to keep the old phone! Who knew the "new and improved android" would be such a flop for me.
SteveinMN
11-2-15, 10:10pm
Who knew the "new and improved android" would be such a flop for me.
I am hopeful, nswef, that, by now, you're happily using TracFone.
I will just mention that a phone's ability to hold on to a signal depends on the strength of the wireless carrier's signal, the band on which that signal is being transmitted (higher Ghz often have trouble penetrating buildings, etc.), and the phone itself (some just have better antennas than others). The operating system on the phone probably is one of the last variables which would affect reception -- though it can affect it in a roundabout way.
After another hour on the phone it turns out they cannot switch and activate my old Nokia....so I am now waiting for them to transfer back to the LG...and I will be in exactly the same place I was Oct. 23 with no service in one area where I travel and 5 hours of my life lost in frustration. When I mentioned more service time and minutes the response was, we can probably do that but you have to wait until the phone is activated, then talk about that. I am asking for a year's service . All I really want is a phone that works everywhere. I've talked to many people with the same problem in that same area, Verizon and Trac. Our problem is for it to get service where we live...trac seems to be the only one and I hate the thought of paying $30 or more a month for the same coverage as Trac. Modern dilemma. I will post the end of this hopefully soon!
nswef, I'm out of ideas. If I'm understanding correctly, that must be a real dead zone if TF cannot switch you to a carrier that works there. I could see a couple not working, but all of them? Or maybe they're just being dense. Hard to tell from my distance from the issue.
So if Verizon and Tracfone's flavor of Verizon don't work, is there a way you could find out if AT&T, Sprint, or T-Mobile work (friends, family, acquaintances) in both locations? My apologies if you've already done that. But if TF is claiming it's the phone and dragging their feet on trading you for a phone which would work with another carrier, that may be something to try.
If it all pans out with Tracfone but you can find a viable carrier, however, I'd be willing to work with you either on this forum or through PMs to find a version of that service that is cheaper than $30/month.
Thanks Steve. I might take you up on your offer later. Right now I don't want think about it any more. I do have the LG working, when I called to ask for more service time or minutes the script reader said all she can do is give me 5 minutes....I asked for a supervisor...I'm sorry all I can do is give you 5 minutes.....So I hung up. They tend to call back if you hang up and I didn't answer because it was the same girl. Perhaps I will get someone better tomorrow. But I doubt it. I'm going to go eat dinner and watch tv!
continuing..Last night after I wrote an email I got a call from the corporate offices.This woman informed me that the androids are all Verizon- only Verizon and don't go searching for any other carried, thus they don't always work in areas where the old phones did. Had they told me that when I bought the phone I would not have bought it...She said someone would call in the am to let me know about extra minutes. So this morning, yes I have my android, she said she would research to see if there was a phone that would work in both Zip codes. I'm still waiting. They gave me 2 months and 200 minutes...but my old minutes have disappeared. I sent another email and will wait.
Resolved, I have all my minutes, a phone that works except in that one area, 2 months service and 200 minutes, data and text, and a nicer feeling about tracfone. I would warn anyone though to realize that tracfone's androids only work on Verizon...and do not switch your number from an old analog as it will NOT be able to go back from any new phone you get making your old phone defunct. Thanks Steve for the help.
Resolved
You're welcome, nswef. I'm glad things finally shook out to mostly what you wanted. Interesting that all TF Android phones run on Verizon. I know they do allow customers to bring their own Android smartphones, not all of which will be Verizon phones. But buying the TF-branded phone ... well, I'll file that one away. I'm guessing it'll come in handy someday.
I now have 2 phones, they both work just in different places. We can cope with that.
SteveinMN
11-14-15, 6:36pm
^^^ This place needs a "Like" button. :)
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