Sprint Customer Service Issues

Archive 14

The following are issues that customers reported to GetHuman about Sprint customer service, archive #14. It includes a selection of 20 issue(s) reported May 14, 2021 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Hello. My phone suddenly stopped working nearly a week ago. I have attempted various solutions like a forced restart, different chargers, contacting Sprint Customer Support, and visiting repair shops, but none have worked. Sprint Customer Service suggested I could file a claim with the in-network equipment protection agency since I am part of the Sprint Complete deal and have insurance. Unfortunately, the agency requires a PIN number which I don't have access to since my phone is the device with that information. I asked for alternative methods to file the claim or get a replacement but have not received a response. I'm unsure what steps to take next, whether to cancel my account or find a solution promptly as my phone is essential for both personal and work matters.
Reported by GetHuman-yarellis on Friday, May 14, 2021 3:31 AM
I received a call on 5/20 at 3:30 PM offering me an Apple Watch, which I declined. When I inquired about lowering my bill, I was told I already had the best plan. Shortly after the call, I received an email thanking me for reaching out to T-Mobile. The email is confusing and doesn't align with my conversation. Please help clarify. From, Lorraine S. [redacted] Sprint - T-Mobile
Reported by GetHuman6094294 on Friday, May 21, 2021 1:15 AM
Hello, I previously used Sprint/T-Mobile services and recently switched to a different carrier due to misinformation about the age restrictions on the Essential plan. Despite being 23 years old, I was approved for the $65 plan with autopay that should have been $55. After encountering an age verification notification on my phone ([redacted]), I spoke to two customer service supervisors, one from Sprint and one from T-Mobile. They informed me that I needed to switch carriers or change my plan. Although I was assured I wouldn't be billed if I made these changes by May 29th, [redacted], I'm now confused because I was already billed late in April. When I reached out to them on May 21st, [redacted], I was told I wouldn't owe anything. Why am I now receiving a bill from Sprint/T-Mobile after switching carriers?
Reported by GetHuman6104807 on Monday, May 24, 2021 10:45 AM
I contacted T-Mobile's customer service yesterday to make a payment on my phone service, using a friend's Sprint phone. I clearly stated my intention to the representative and provided my information for them to access my account. After a misunderstanding, the payment was incorrectly applied to the Sprint phone instead of my T-Mobile account. Despite spending hours on the phone with various departments and visiting multiple stores, the issue remains unresolved, and I had to make an additional payment to restore my service. I kindly request a refund of the $50 that was mistakenly applied. Thank you for your assistance.
Reported by GetHuman6197847 on Monday, June 14, 2021 10:22 PM
My husband passed away, and I need to close his business account. I spoke with the Family Assistance Department on 07/13/21 and sent his death certificate along with his contact information linked to the account. I was advised to follow up in 24 hours to confirm receipt of the documents, but the provided phone number was incorrect. The customer service line I try calling is constantly busy. I am looking for the correct number for the Family Assistance Department. The account in question is C and N Services under Tim Welch with phone numbers [redacted] and [redacted]. Sincerely, Annette Welch.
Reported by GetHuman6334528 on Wednesday, July 14, 2021 4:26 PM
I had Sprint service, which was the worst cell service I've ever experienced. I canceled the service in June of last year, [redacted]. However, Sprint has sent me to collections for $[redacted], which I do not owe. During the cancellation process, I got disconnected and had to call back twice. After speaking to a representative, I was assured that everything would be canceled after paying off the phone and the final bill. I need assistance in resolving this issue as I refuse to pay an additional $[redacted] to Sprint. My phone number was [redacted], and the last four digits of my social are [redacted]. My name is Debra Shepard, and my email address is [redacted] I hope someone can reach out to me regarding this matter. Thank you for your attention.
Reported by GetHuman-depach on Thursday, August 19, 2021 4:50 PM
I require assistance with unlocking my phone. I recently switched from Sprint to Verizon, and as a result, I also changed my SIM card. However, I am currently unable to access my phone due to an error message stating "SIM Not Supported." My Sprint account was closed upon the carrier switch. I reached out for support through the chat feature over an hour ago, where the representative mentioned the phone would be unlocked within an hour. Despite waiting for more than an hour, the issue persists.
Reported by GetHuman-axue on Saturday, September 4, 2021 2:09 AM
I previously had a Sprint number linked to my Google account, containing a lot of personal data. Due to unforeseen circumstances, my account was disconnected after 8 years with Sprint, leaving me unable to access my Google account or contacts. Despite my willingness to pay the outstanding $[redacted] bill, lack of assistance led to the loss of my cherished number, [redacted]. I believe Sprint should have policies in place to retain numbers for loyal customers, considering the potential loss of service and revenue. It would benefit both parties to allow customers to reclaim numbers after a grace period, outweighing the costs of keeping the number active. I hope Sprint considers such measures for others in similar situations. I request for the option to reactivate my number for personal use with a new service provider.
Reported by GetHuman6559689 on Sunday, September 5, 2021 3:18 PM
I consistently receive this monthly message and promptly respond each time to Sprint. Despite assurance from Sprint that the texts will cease since my details are correct and bills paid punctually, the messages persist. It's disappointing that Sprint, my trusted original provider, is incapable of using my unaltered information to send eBill notifications correctly. Receiving this unnecessary text every month is puzzling when my eBill is paid automatically. It seems to indicate it's time to switch to a provider that can recognize timely payments. The recurring message reads: “Sprint: We were unable to deliver your most recent eBill notification. Please go to sprint.com/eBill and make sure your information is up to date. FreeMsg” I am now exploring alternative carriers to potentially find better deals, suspecting I may have been overpaying for my family's five cell phones. Regards, E. O’M.
Reported by GetHuman-efomeara on Tuesday, September 7, 2021 10:02 PM
I recently cancelled my husband's phone line due to his passing on 9/17. I need to transfer the account to my name. Our payment method is through direct debit, and I usually access the bill online. However, since we cancelled his phone, I am currently unable to log in to view the bill that needs to be paid soon. I am waiting for the paperwork to change the account to my name. I was informed by someone that I am now solely with T-Mobile, but I am uncertain about setting up a new online account with them. During this process, I had a positive interaction with a representative named Penny from Family Support, who was exceptionally helpful. Initially, I spoke with someone at [redacted], but the conversation was challenging to follow due to a language barrier.
Reported by GetHuman-aliabbe on Tuesday, September 28, 2021 4:59 PM
I recently had a disappointing experience buying a phone from Walmart. When purchasing, I made it clear I did not want a TMobile account, as I had been with them before. However, the employee sold me a Sprint account without informing me that TMobile was being acquired by Sprint. On top of that, I wanted to pay upfront for the phone, but I was misled and signed up for a contract instead. After feeling uneasy about the transaction, I followed Walmart's policy and returned the phone for a refund, minus some fees. Despite being assured there would be no further charges, I have now received a bill for $[redacted].41 with more charges pending. The account has been closed, and I expect no additional fees. The original salesperson misrepresented the sale, possibly due to commission incentives. After discussing the issue with the Walmart manager, the account closure was handled by another staff member. I request a full credit for all remaining charges and a stop to any future billing. The account number is [redacted]55. Your prompt assistance is greatly appreciated.
Reported by GetHuman6701923 on Wednesday, October 13, 2021 1:10 AM
I recently checked my tracking information and it shows that my package was marked as delivered, but I did not receive it. After contacting UPS, they informed me that the driver claims to have delivered it, despite not taking any pictures or signatures. Strangely, I found a package for my neighbor in Apt [redacted], instead of the Sprint delivery I was expecting for Apt [redacted]. I promptly took the misdelivered package to my neighbor's door, but there were no other packages in sight in either location. The tracking states it was delivered at 1pm, yet it was actually marked as delivered at 2:04pm when I was attentive. The package received was not from Sprint and seemed to contain clothing. It seems like there was a mix-up, with the driver potentially giving me the wrong package and mislabeling it as mine.
Reported by GetHuman-darksile on Wednesday, November 17, 2021 9:41 PM
The APN settings on my Sprint unlocked LG V50 model cannot be edited after the recent security patch. The settings are now grayed out, with no options to modify or add new settings. Even using the unlock code in the service menu doesn't help. The phone was factory reset yesterday, causing it to stop working on the ATT network. Despite Consumer Cellular previously pushing the APN settings, ATT has refused to whitelist the model without providing a reason. After speaking with several supervisors and a tech manager, ATT won't provide the MSL code for the device. It seems the phone won't work on their network due to their policies. Despite its excellent audio quality, it's now limited to being a music player with many unused features.
Reported by GetHuman6850147 on Sunday, November 28, 2021 2:44 PM
Hello, I recently purchased a used phone and I'm encountering an issue! It seems to have been previously used with a different carrier's SIM card. My current SIM card is not connecting to the network. It looks like the phone needs to be unlocked by the previous carrier. My SIM card from Medion does not work properly. Here are some details about the phone: Model Number: SM-G950U, IMEI: [redacted][redacted], Software Version: G950USQU8DUD3, Hardware Version: REV1.0. I hope you can assist me with this matter!
Reported by GetHuman6929251 on Sunday, December 19, 2021 8:18 AM
Hello, I currently reside outside the USA and am not the original owner of the phone I purchased from eBay. Unfortunately, I discovered that the phone is locked to Sprint, a carrier not available in Ukraine where I live. The phone was meant to be a gift, but now I am unable to use it. I kindly request assistance in unlocking the phone so I can use it with local GSM providers. The IMEI number is [redacted][redacted], and the serial number is F2MVDKY4JCM1. Your prompt response would be greatly appreciated. Thank you in advance!
Reported by GetHuman-tnahnyb on Tuesday, December 28, 2021 9:44 AM
Hola, soy un cliente de Sprint desde hace varios años. Actualmente, me encuentro viajando por México, específicamente en Salina Cruz, Oaxaca, con destino final a Panamá. He notado un mal servicio por parte de Telcel, a pesar de que sigo pagando lo mismo. También estoy al tanto de que están migrando a la red de T-Mobile y ya tengo el chip correspondiente. Necesito conocer los pasos a seguir, ya que me están cobrando más de $50 al mes, pero llevo meses sin recibir el servicio por el que pago. Agradecería su ayuda. Gracias.
Reported by GetHuman-pazwalte on Tuesday, December 28, 2021 8:06 PM
I visited a T-Mobile store to upgrade my phones after being advised to switch to a 5G device. Initially paying $60 for 2 unlimited lines, they now informed me it would increase to over $[redacted] plus tax. Feeling this increase was unnecessary, and needing a new phone due to issues with my current one, I had to join my boyfriend's plan. As a result, I was told to cancel my existing plan, which I no longer require. I want to ensure that both my and my son's lines are successfully canceled.
Reported by GetHuman-neppunk on Thursday, December 30, 2021 9:07 PM
My husband's Sprint phone, ending in [redacted], drains quickly. We are on our daughter's plan. We visited the Sprint store on Bluemound Road and Best Buy, but couldn't swap the phone due to an unknown issue. Customer service at [redacted] asked for a dealer code. When I called *2, the representative needed a pin. The security question answered in the store didn't work over the phone. We need the phone replaced. Please let us know the next steps to resolve this. Thank you. - Aruna Gupta
Reported by GetHuman-upwali on Wednesday, January 5, 2022 5:50 PM
I am trying to receive a text message to set up my new account with the White Connect app for my apartment complex. I have used this app before but I am not receiving the text. I attempted this with three different Gmail accounts, all linked to the same phone number without success. I even tried using my mother's information to see if the password would be sent to her phone. The email address I used is [redacted] and my phone number is [redacted]. The password I am using is Honey![redacted]. Unfortunately, I am not receiving any notifications at the email address mentioned or on my phone when I try to reset the password. I am feeling very frustrated and just want to do my laundry.
Reported by GetHuman7004313 on Sunday, January 9, 2022 5:55 AM
Dear Sprint, thank you for providing this customer service number for assistance with phone issues. My partner, Bob, and I purchased our Galaxy 9 phones about 11 to 12 years ago and have been loyal Sprint customers since then. We've been satisfied with the service provided by Sprint over the years. We were informed that Sprint and T-Mobile are now the same company and were assured that we could keep our old numbers when switching over. This is crucial for us as we are expecting important calls on these numbers. I'm concerned that I might miss these calls during the transfer process. If we had known we couldn't keep our old numbers, we wouldn't have transitioned to T-Mobile. My old number is [redacted], now [redacted], and Bob's is [redacted]. He held off on purchasing a new phone until we were certain about keeping our old number. Can you please assist us in ensuring that we are able to retain our old numbers? Thank you for your help. Robert M. Patty K.
Reported by GetHuman7107409 on Thursday, February 10, 2022 3:24 AM

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