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Updated: Cricket Wireless Working to Keep Our Communities Healthy and Connected

Community Manager
Community Manager
0 4 1,058

Updated: 3.30.2020

We are experiencing higher than normal call volumes. To save time, please use an option below.

  • Sign in to the myCricket app or My Account Online to pay your bill, manage your lines, edit plans and features, and check your usage from your device and more.
  • Register for an online account if you have not already enrolled.
  • Visit our support site for answers to common Cricket-related questions.
  • Click here to launch our interactive chatbot and get the answers you need. You can also launch it by clicking the green question mark in the bottom right-hand corner of any page on our site.

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Cricket Wireless proudly provides millions of customers with reliable connectivity to the world, and award-winning service when you walk in our stores, talk to us on the phone, or visit our website. As a part of this, we always do our best to ensure that we provide a safe environment.

We know how important our service is to the communities we serve, and we are committed to continuing to be there for you. In that spirit, we’ve been working around the clock to ensure our stores are responding appropriately to the COVID-19 pandemic.

 

Reconnect & Automated Phone System Fees to be Waived for Customers Financially Affected by COVID-19


We’re committed to keeping our customers connected to family, friends and the latest information.

  • Beginning March 14, we will waive reconnect fees & automated phone system fees for customers who are affected by the COVID-19 pandemic. If your service has been suspended, make a payment for the balance due, and we’ll get your service back up and running.

    These are the fastest ways to make a payment:
  • We’re automatically adding data for new and existing customers to capped and unlimited voice and data plans for a limited time.
  • We have a new $15 2 GB plan available as a limited time offer. For a limited time, we’re offering 2GB of data, with unlimited talk and text, for $15/mo. *

    *Pricing subject to change. One-time fees may apply. See cricketwireless.com/fees for details. Terms & restrictions apply. Avail., terms & data usage & speed & other restr's subject to change w/o notice. Service subject to Cricket network management policies, see cricketwireless.com/mobilebroadband. Coverage not avail. everywhere.

Please click here for more details regarding how Cricket can help you and your family during the Covid-19 pandemic. 

What We’re Doing to Provide a Safe Environment

 

Our frontline employees and authorized retailers across the country care about your health, which is why we ask them to:

  • Disinfect their workspace after every customer interaction
  • Wipe down all displays and hard surfaces multiple times a day
  • Pay extra attention to sanitizing common areas
  • Quickly report if they are not feeling well.

 

How you can get all of the goodness from Cricket from home

 

We offer multiple options to connect with us if you have concerns about going out in the community or are unable to make it to a store. The easiest way to stay in touch with us is on the MyCricket app, which allows you to pay your bill and check your data usage. If you don’t have that you can download it here or here. You can also visit us at www.cricketwireless.com.

 

How you can keep your personal devices safe

 

Here’s a few extra tips to help keep you healthy and connected using your own devices:

  • Keep your device clean. Spray a non-abrasive or alcohol-based (70% isopropyl) disinfectant directly onto a soft lint-free cloth and wipe down your device while it is powered down and unplugged.
  • Share things like photos through text messages instead of passing your phone around.
  • Since devices can collect germs, avoid putting your device on public surfaces and try to use a Bluetooth device or a hands-free headset to minimize physical contact with the device.

For more information on how to protect yourself from COVID-19, visit the Centers for Disease Control and Prevention website.

4 Comments
Fan

I dont have wifi at my house and I have my daughter trying to finish up her freshman year of college online and my son trying to finish up the 8th grade online. Will the cricket hotspot work for them to do what they have to do for school? Will there be. Discount because of the pandemic

Please help us stay connected in the pandemic.  No ones working. Schools are closed, everyone is to stay home.  We need free month or don't shut phones off this is all I have for my children to stay connected for the schools. Please help us 

Paparazzi

Lol you state Cricket customer should call the Cricket support line if they need help. You can't be serious? Nobody can get in touch with the support staff for help. Worst customer service.

Extra

I placed my account on a bridge pay agreement because (and only because of) the fact that Cricket didn't have any forgiveness programs or the ability to postpone a payment. Not only do we have a family plan of 5 we rely on, but I also switched my business accounts over as well and have been a paying customer in good standing the entire time.

Keep in mind while reading that I record all my calls personally and have the recordings to back my story.
I reached out to place my account on a bridge pay and pay half of the bill upfront and half a week later. I made my initial payment, and on the 7th day before midnight (when the payment was due) I phoned in around 10pm to request an additional 7 day extension as offered and advertised and to make a partial payment on the remaining 60 dollar balance.

I waited in the call que from before 11pm, until after 1:30am. Which at that point I had a representative pick up after the call que was no longer accepting calls so they could close and go home. The employe decided rather than quickly get me off the phone by greeting me and resolving the issue quickly. They tapped on the microphone and sighed, then disconnected the line. I redialed but to no surprise I got the standard "our office is now closed" message.

My service on all of my lines was disconnected around 2am while I was trying to email support regarding this entire issue. I figured it would be fine, I will call support first thing in the am and get it corrected.

Boy was I wrong, and here's where I got charged out the rear because of their mistakes.

I called in as soon as they opened and was in the que again for hours before talking to someone. I explained that I called in before the deadline to make sure to extend my bridge pay before the deadline, and that I would like to have my service reconnected and I would pay my partial payment still as I was to before. The rep rudely told me no, it's my fault that my bill wasn't paid on time, and boasted that just over a hundred dollars is quite easy to come up with. (amid a global pandemic and mass layoffs \ bankruptcies at that)

I tried to tell him I had the recording for proof that I called in and the rep hung up on me initially, preventing me from making a payment. He said I was "not truthful" and lied saying he was viewing my call log for the day prior and that I hadn't made any calls.

I finally requested to speak with his supervisor because he continued to call me a liar and speak over me, at that point he said something about how nobody there was going to give me a different answer and he couldn't let me speak to a supervisor and he then hung up on me.

I immediately redialed and was on hold for a hour or so again. Finally connected to a representative, requested a supervisor off the bat and explained the situation behind why and apologized to the rep on the phone because I was immediately asking for management. They agreed and placed me on hold for over a hour, when finally the supervisor connected I explained and he said that he was familiar and that it was my fault and I wouldn't get another answer. At that point I explained I'd like to send my recording in to that supervisors manager because I felt that the situation was being handled wrongly and I was being mistreated. Immediately they hung up.

Called in again. Waited again forever. Spoke to a very nice rep who was apologetic about the management and situation, and acknowledged that it wasn't my fault but said she would need a manager to authorize the fees to be removed to reactivate. She placed me on hold for a while and checked in and out while I was on hold to make sure there wasn't a connection issue.

She finally chimed in and said her managers meeting was over and she was available to speak to me and informed me I would be connected now. She dialed the extension and it rang for a while before stopping ringing and immediately being placed on the managers personal hold. I was on hold anticipating her to pick up at some point, for another hour or so and at the very end, the manager picked up, and you could hear the phone being disconnected again on their end.

At this point I wrote off contact general customer service and tried chat. Chat was down. Out of frustration I requested to take the call survey and explained my dissatisfaction, and again requested management reach out to me.
There was no response to the surveys.

Out of desperation because my family and business depend on my cell plan being functioning, I paid the total they asked to reconnect. My bill regularly runs me 125/month. I was forced to pay $60 in my first payment, and an additional 140 to reconnect my service due to their error. I paid 200 during a global crisis because management failed to do their job.

Without my cell access my business cannot run, my employees don't get paid, and the list goes on. So I was bent over a barrel and had to choose between rent and the phone this month as its essential to my income that my service stays active. Way to go cricket, you advertise a service offering extensions, and then do not deliver, and over charge your customers who have had good standing accounts for years. This is the only time I've ever reached out to express dissatisfaction and to request management do their job and manage their employees so that their customers can 1. Make a payment. 2. Answer inquiries 3. Pick up the phone without hanging up out of frustration with call volume. I sympathize for the workers in the centers as I have worked in call centers and managed for years, but the key to customer support is the service and it has clearly not been crickets managements priority during a pandemic. We will be taking the 5 family lines and 15 business lines back to sprint or Verizon at this point if management doesn't intervene.

If anyone else has had similar experiences, I encourage you to reach out and investigate what it takes to file a class action lawsuit, as the lawyer I've spoken with has reviewed their t/s and has found multiple points they're failing to deliver on, which is false advertising and misrepresentation at the least. Failing to deliver or under delivery, ESPECIALLY now for a essential business is wrong and it's clear over payment is theft.

Cricket nation needs to do what's right and credit their customers. The ones filling their pockets and paying their payroll. All customers should be credited for their wrongdoings and I should be refunded the excess amount above the 125 payment that I had that was due rather than the 200 I was forced to pay!

 

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