Candace H.
Posted
300kbps download speeds
I am shocked the reviews are so high on here, they must be paid for. Up until two weeks ago I had fairly decent service since they changed from Excess Telecom whom I have no complaints about. For at least two weeks my data speed has been downloading at 300kbps. I contacted chat support who gave me a couple suggestions which I tried among other things. Chat support claims to be 24 hours, but at 4am this morning it said they were unavailable and had me leave my name and email, but now I'm too frustrated, and will be switching phone carriers.
Response from Flex Mobile· Oct 22, 2025
We’re truly sorry to hear about your frustrating experience with slow data speeds and difficulty reaching our support team. That’s not the experience we want for any of our members, and we completely understand how disappointing this must’ve been. We would be happy to offer you a free plan upgrade for one month from your Flex Standard plan to the Flex Unlimited plan to test the difference in network connectivity! Our Standard Plan only includes 5GB of data, and it sounds like you would benefit from having more monthly data. We also want to clarify that while our virtual assistant is available 24/7, our live chat agents are online from 9 a.m. to 6 p.m. EST. Outside those hours, messages are routed to our support inbox so our team can follow up as soon as they’re back online. We’re sorry if this wasn’t clear during your chat. We’ve already updated the website to make this more transparent moving forward. If you're interested in a plan upgrade, please reach out to us at [email protected] or via chat, and we’d be happy to take make the change. We sincerely appreciate your feedback and the opportunity to improve. Thank you for bringing this to our attention, we’d love the chance to make things right and earn back your trust. Warmly, The Flex Mobile Team