Go, go, go with Pay As You Go!

Ordering and Follow-Up Process

Ordering was easy but the "free SIM card" as stated on the "Phones" page with the purchase of a new phone, became questionable. I was unsure whether one needed a SIM in both (new and old) devices in order to port one's number and data between the two, leaving me to believe that two SIMs weren't a problem. When I didn't get a free one with my new phone, I did everything manually in order to activate it. The Tello emails with directions that I received were somewhat confusing because they were inaccurate. Also, Tello uses the word "line" and I wasn't sure if that meant a "new number" or new service or plan? Anyway, I extracted my SIM card from my old iPhone and inserted it into my new iPhone and finally got it activated after some frustration. I sent this info via email to Tello Customer Service (TCS) and immediately received several positive responses. The info received back from TCS should be placed under a "Contact Us" banner on Tello's main website page. One of the frustrations by friends of mine that use Tello is the difficulty of being able to physically speak to a Tello rep instead of responding to an automated phone system. A HITL (Human in the Loop) is ALWAYS a good business practice vs AI or any other digital-only business practice. Thank you and have a great day!

Excellent customer service incident

I needed to speak to a human to resolve a password problem. Unlike most such experiences, I reached someone with knowledge and a clear voice at once, who was both patient and helpful.

Tello representative was knowledgeable

Tello representative was knowledgeable, understanding, extremely patient and encouraging in helping me to renew my payment. I thanked him for helping me with my difficulties and I am pleased with this opportunity to say what a fine quality service provider he is.