"Lively is anything but reliable!"

My 91 year old mother has a Lively phone. The locater service stopped working on December 26th and the phone service stopped working on January 3rd. They are blaming it on a software update that negatively affected the jitterbug flip phones. Nothing works for incoming or outgoing calls. Their recording suggests that an alternative phone be used for 911 calls. What about customers who do not have an alternative? Today is January 7th and they STILL HAVE NOT FIXED THE PROBLEM!!! This is ridiculous. They term themselves "reliable" and try to cater to seniors who have limited technical ability. If they really cared this problem would have been corrected within hours.

""No service" as of Jan 3nd"

"No service" as of Jan 3nd, the tech claimed they had experienced some sort of problems related to the weather/storms. Now it's Jan 7th and still no service.
Initially told it would be resolved in 24-48 hours.
Tech claimed this was only affecting the "flip phone" models they offered.
I asked if they would send me a working phone replacement as a workaround in the interim. They rep told me it would be faster and easier for me to go to Best Buy and purchase a phone myself. Tech then told me they would not send a replacement phone while their service was down. TRASH Customer Service.

"Great company"

Great company

"No service and seriously mislead"

The service went off in the phone on Monday Jan 2nd, I contacted customer service said the service was in repair and would be on 2-4 hours
Tuesday Jan 3rd still no service I called back lively rep stated she had no knowledge why the service was off but that she will Report it and stated. Could buy a new phone that it may be the problem so I purchased a new phone then she gave me 50 off for inconvenience, still no service as of Friday Jan 6th I have the new phone and can not activate it
Have been on hold for 3 hours on another phone and no one will answer
The new phone guide says got online to activate but it’ll ask for your zip code approve service for that area but won’t allow you to go any further.
The last rep I spoke with on Friday at lunch told me the reason there was no service was because lively was shutdown for updates and everyone was getting a free new phone
I inquired why didn’t the company notify customers
This phone is for an elderly disabled person whom has had no phone all week!!! Also why didn’t the first rep I spoke with explain that instead of saying she did not know why the service was out
Also why did she charge me for a new phone if livley is giving the new phones as replacements, she stated she was giving me a refund but still NO PHONE SERVICE AND CAN NOT ACTIVATE THE NEW PHONE!!!!

"The absolute WORST COMPANY SERVICE…"

The absolute WORST COMPANY SERVICE EVER!!! My son lives alone and is disabled!!!!This LOUSY company provided NO SERVICE because they claim my sons Jitterbug phone was OUTDATED and their wireless network was having problems providing service to a 3 year old purchased product!! GIVE ME A BREAK!!! My son has a heart condition and each time I called his phone it went directly to voice mail. I have to call the police to do a wellness check or knock his door and scream at him wondering why he’s not answering!! Through NO FAULT of his! I receive an email 2 weeks later with THEIR LAME EXCUSE!!! NEVER EVER PURCHASE ANY PRODUCT FROM THIS UNPROFESSIONAL CARRIER!!! JITTERBUG/LIVELY.COM. ALSO, they automatically charge my credit card for monthly service AND sends me a bill..WHO’S RUNNING THIS COMPANY???

"Yikes!"

Without a doubt, this is the most consistent poor Customer Service experience I have ever had. I have been dealing with these folks on-and-off for months now regarding my 92-year-old mother-in-law's phone and her wearable device.

Over the course of the past 20 or so calls:
1.) 40% of the time, I have waited on hold for at least 15 minutes, only to have my call disconnected.
2.) 80% of the time, I have been told that my issue will be resolved after the "system" updates overnight, only to find out that it was not.
3.) 99% of the time, the first person that I spoke with could not help me so I was transferred to another person (who also could not help me) and so on... This can go on until I request a Supervisor.
4.) Twice while on hold, I decided to go with the "call-back service", so as to not lose my place in line.
5.) The equipment is junk. Within two months I had to replace the wearable pendant twice. Finally I went to Amazon and purchased one that mananged to last 6 months.

On the up-side...
1.) The Urgent Response Service was always terrific when the wearable pendant was working. The outfit that Lively outsources that leg of the business to, does a reliable and concientious job.
2.) When I called to cancel the Urgent Response Service (mom lives with us now) the gal that took the call knew exactly what to do and executed the task (as far as I know right now) as requested. This was after waiting 15 minutes, getting disconnected, calling back and waiting another 13 minutes.

I guess we'll see when I get the next bill.

"poor customer service While trying to import old phone…"

While trying to import old phone numbers the Lively representative asked for a Pin number. We kept getting new Pin numbers that didn't work. What they should have asked for was a "Transfer Pin".. When the Pin didn't work, Lively never called me to let me know there was a problem. I called back in 10 days to report non transfer. This happened 3 times until the last Lively representative asked for a "Transfer Pin".. This took over a month to finally transfer these numbers. Lively insisted they called me with the difficulty of wrong Pin. They never did.
Since I had to keep both phone services I thought I should get some credit. They stopped the emergency service during this time Nov. 11 thru Dec. 15 and I thought I should get credit for this no service during that time.. Again credit for their mistake was denied. Lively "Customer Care" representatives denied my claims.. in essence calling me a liar. Phones seem to work OK but the service people 1. Do not complete the job. 2. Do not communicate with customer there is a problem. 3. deny any responsibility for their mistake.

"Awful; especially for a call center company"

Awful! Purchased device but it would not "activate" per instructions. Called customer service and was transferred 3 times to find out I had to return the device. And even though device didn't work, I was charged an activation fee of $26.50 which they would not credit back even though the device never activated.

"You Need To Know Before Ordering"

Something was wrong with my wife's smart phone and it would not ring. It would vibrate when it had an incoming call, but no ring. Service rep could not reset or fix the issue on three call to them. It was supposed to be escalated to a higher help level and someone would call us. Three weeks later no one had called. Called again and had the phone service discontinued. Then I got a bill for a months future service and an added $40 for data overage. Heck my wife doesn't even know what data is! This company will take advantage of you. Trying to be nice, but they are not helpful to the customer.
Oh, almost forgot, had to turn off the Emergency Call icon and plan as it is totally in the wrong place on the screen for a right handed person. My wife called the Call Line eight (8) times the first two days by accident. They have no plan to move it somewhere else on the screen or making it harder to use. After looking at Internet reviews found this Emergency call icon has been a problem for thousands of people.
Pat Turner, Tennessee

"Don't waste your hard-earned money...."

I gave this one star but even that was too many. I purchased the Jitterbug Flip 2 phone for my 85 y/o friend who wanted a very basic phone. I thought this would be a great phone for her. Unfortunately it turned out to be a nightmare and she has only had it 3 weeks now. Thankfully the phone itself was inexpensive and there is no contract to force her to keep this piece of junk phone. Within two weeks of having the phone she has received 80+ notifications on it and there is no way to block them. I've reached out to Lively multiple times and nobody seems to care and they say there is nothing that can be done to stop them besides doing a factory reset. Had I known this to begin with, I'd have never purchased the phone. Needless to say, I plan to find her something better! My only advice.... Don't waste your money!