To sign up or enroll or to reapply for a Assurance Wireless service, press one. To check the status of an application that you've already sent in, press two."
Calling Assurance Wireless was a bit of a hassle, but if you are willing to hang on and navigate your way through numerous directory trees, you can eventually get to someone real to talk to. I was searching for information on a free phone for my grandmother, who lives out of state. I knew she would never be able to navigate the system on her own, so I planned to call the company to see if she would be eligible and then see how much of the process I could complete for her online.
When I first called, it thanked me for calling Assurance Wireless. It then told me I could sign up, enroll, or reapply by pressing one. To check the status press two, existing customers press 3. Then, it asked me to enter my five-digit ZIP Code to determine eligibility, so I entered my grandmother's and waited. It told me then that it was available in my area and the fastest way to complete an application was to go online and place an application. It asked me to please hang up, but I didn't want to since I wanted to talk to someone.
There was a lot of silence, but it didn't hang up on me, so I tried saying customer service repeatedly to see if that would help. Eventually, it started talking to me about what makes someone eligible for Assurance Wireless. I don't know if saying that I wanted to talk to customer service helped at all or if the line would have switched either way,
It then said that I could press 2 to continue with my request. This is exactly what I wanted, so I chose two, and then it asked if I had a phone number associated with my account. I did not since I am trying to open a new account for my grandmother. It then told me to wait on the line, and someone from their customer service department would address my concerns. It took about 30 seconds of waiting on the line, and then someone picked up.
The agent was a male with a slightly thick accent and, a couple of times, I had to ask him to repeat himself, but I got the information I needed and got my grandmother signed up for service, so in the end, it was fine. It took me about four and a half minutes to get to a live agent, so while it was a bit tedious, it wasn't as bad as it could be. I appreciated the low wait time once I got placed in the queue.