Tracfone's International Service

I bought a Tracfone for the sole purpose of make and receiving calls from Mexico. I bought the phone last week, successfully activated the thing, and then proceeded to try to sign up for a Mexican phone number using the Tracfone web site. On the web site I receive an error message that says one or more of your numbers (which would be the IMEI and 10 digit phone number) are not on file. After a couple of failed signup attempts the web site suggests I call customer service.

Tracfone’s customer service department has successfully reminded me of why I don’t want to move away from Verizon. I’ve called them four times now. Waited on hold for over a half hour each time, got through twice and spoke to an English speaking person once. During my last call to CS the Tracfone CS representative asked me for the zip code of Michigan.

The CS person told me to wait another 48 hours for the phone to activate (that will make it 7 days since I activated the phone) and to try to make a test call using the Tracfone international access 800 number (800-706-3839) to a Mexican phone.

I call the Tracfone international access number and wait for a bit, the phone will beep three times, and then hang up.

So anyone on this Tracfone forum have any insight into this process or have I just wasted $60 trying to establish this connection to Mexico?

I've never tried the international feature and understand your frustration with Tracfone's customer service. I was told today, after being on a hold a long time, that the some of their system was having problems. I don't know if that's go something to do with the long wait times, or maybe with schools getting ready to start, everyone is buying Tracfones?

I saw on another forum that you could call an executive resolution department, which had people who spoke English very well. I've never done that, but maybe some of the other members could help. By the way, there's a good Yahoo group, TracfoneWV, I think is the name, that has a ton of GREAT information about Tracfone and handling any problems.

Good luck....j c

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Originally Posted by jalexand69

I've never tried the international feature and understand your frustration with Tracfone's customer service. I was told today, after being on a hold a long time, that the some of their system was having problems. I don't know if that's go something to do with the long wait times, or maybe with schools getting ready to start, everyone is buying Tracfones?

I saw on another forum that you could call an executive resolution department, which had people who spoke English very well. I've never done that, but maybe some of the other members could help. By the way, there's a good Yahoo group, TracfoneWV, I think is the name, that has a ton of GREAT information about Tracfone and handling any problems.

Good luck....j c

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Thanks for the update. I looked at that yahoo group, there is a lot of information out there but nothing on international calling. One post said that Tracfone's CS is in Mexico. I'll select spanish next time I call in and see if my Spanish is better than their English. I thought accent was Indian.

I searched for additional information on the "executive resolution department" and came up blank. If you have any hints where to find information on that forum message please pass it on. Thanks.

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Originally Posted by knkrhs66

I searched for additional information on the "executive resolution department" and came up blank. If you have any hints where to find information on that forum message please pass it on. Thanks.

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Tracfone Executive Resolutions Department:

305-715-6673 (M-F 9am - 6pm EDT)

It appears that the Tracfone Executive Resolutions Department has hidden itself. The above number rings to some Tracfone employee's desk and I googled "Tracfone Executive Resolutions" and came up with two other numbers and neither of those work (one rings to some insurance company).

This whole thing with Tracfone inability to execute blows me away. I have approx. 10 software engineers assigned to a project in Mexico. I keep as many of them here in the US as possible because some of them can’t even get along in their native US culture. If I put the complexities of getting around in Mexico and the Spanish language on these people and I’d lose half of them in a week.

Right now the people on site are using their company paid for personal cell phones to call the US and the same of true for the folks here in the US calling Mexico. I charged $1200 in international mobile calls to the project last month. Our purchasing department refuses to address the problem because they could care less how a project performs.

I wanted to buy 5 Tracfones, enable international calling, get a Mexican phone number for each phone, and give them to the engineers in the US that support the people in Mexico. I went out and bought two test Tracfones with my own money just to see if I could get them to work. I can get the phones to work locally but the advertised Tracfone international feature does not work. If I call the 800 international number and all I get silence and then the phone hangs up.

So far I have talked to Tracfone’s technical support people three times (unbelievable wait times). Each time they tell me the problem will be resolved in 48 hours. I would be grateful if anyone has any suggestions, I have to find a solution because I am running out of time; right now I think I’m am going to go out and buy three non-contract phones from Alltel under their North American plan and give them to the people in Mexico.

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Originally Posted by knkrhs66

It appears that the Tracfone Executive Resolutions Department has hidden itself. The above number rings to some Tracfone employee's desk and I googled "Tracfone Executive Resolutions" and came up with two other numbers and neither of those work (one rings to some insurance company).

This whole thing with Tracfone inability to execute blows me away. I have approx. 10 software engineers assigned to a project in Mexico. I keep as many of them here in the US as possible because some of them can’t even get along in their native US culture. If I put the complexities of getting around in Mexico and the Spanish language on these people and I’d lose half of them in a week.

Right now the people on site are using their company paid for personal cell phones to call the US and the same of true for the folks here in the US calling Mexico. I charged $1200 in international mobile calls to the project last month. Our purchasing department refuses to address the problem because they could care less how a project performs.

I wanted to buy 5 Tracfones, enable international calling, get a Mexican phone number for each phone, and give them to the engineers in the US that support the people in Mexico. I went out and bought two test Tracfones with my own money just to see if I could get them to work. I can get the phones to work locally but the advertised Tracfone international feature does not work. If I call the 800 international number and all I get silence and then the phone hangs up.

So far I have talked to Tracfone’s technical support people three times (unbelievable wait times). Each time they tell me the problem will be resolved in 48 hours. I would be grateful if anyone has any suggestions, I have to find a solution because I am running out of time; right now I think I’m am going to go out and buy three non-contract phones from Alltel under their North American plan and give them to the people in Mexico.

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One thing immediately stands out to me, besides the inability to get ILD working on your phones and, of course, Tracfone's CS or lack thereof.

You cannot get Mexican phone numbers for Tracfones because Tracfones will not work in Mexico. You can, in theory, call Mexico from the US, provided that you can get ILD to work, but not the other way around.

The thing to do would be to get some unlocked GSM phones on eBay then get Mexican SIMs for them, so you would have Mexican numbers...

There are two prepaid GSM's in Mexico: http://www.prepaidgsm.net/en/mexico.html

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Originally Posted by dd78749

One thing immediately stands out to me, besides the inability to get ILD working on your phones and, of course, Tracfone's CS or lack thereof.

You cannot get Mexican phone numbers for Tracfones because Tracfones will not work in Mexico. You can, in theory, call Mexico from the US, provided that you can get ILD to work, but not the other way around.

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Here's what I'm after, I don't want to use the Tracfones in Mexico. Here's a snip from their web site >>>Now your family and friends living in Mexico or Canada can call your TracFone, without paying for an international long distance call, and you will pay just a regular call.

TRACFONE International Neighbors service allows you to obtain AT NO CHARGE three Mexican or Canadian local phone numbers, which your family and friends (in those countries) can dial, and you will receive those calls directly to your TracFone in the U.S.<<<

This above feature does not work and the Tracfone international access number also does not work either.

I went to Alltel today and got three phones on the North American plan without a contract (the person behind the desk thought I was santa because I had to pay full price for non-contract phones). These phones WILL go to Mexico. Alltel works just the reverse of Tracfone (which doesn't work at all).

I wasn't aware of the International Neighbors program. It's too bad that Tracfone can't get their act together and get that service working on your phones. It could be a huge selling point, provided that it actually worked.

It doesn't surprise me though, as Tracfone service and Tracfone CS is very hit or miss these days. Lately, they've had a ****load of misses.

Anyway, glad to hear that Alltel solved your dilemma.

Here's what I've learned about Tracfone's international service. The Tracfone web site for international features that requires you to enter you phone and "serial" numbers doesn't work. You have to call the Tracfone International Long Distance customer service number 888-453-0011. These folks will activate your phones ability to dial the 800 international access number and they will also allocate a Mexican or Canadian phone number for the same phone.

The only problem with being forced to use this international long distance customer support number is you do not have visibility into the list of cities in Mexico and Canada where you can get a phone number. I simply selected Mexico City because I know that city is relatively close to the people who will call the Tracfone Mexican number (but they are in a different state).

If there is anyone out there that can actually get the web site to please consider posting the list of available cities here on hofo.

On a positive note, Tracfone’s customer service has improved since I first called them. My only real complaint now is when you get transfer to one of the other departments the call quality drops off and it is hard to understand the support people. The wait times are ten minutes tops.