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enTouch Wireless Replacement Phone-Complete Guide

enTouch Wireless Replacement Phone

One of the best things about having an enTouch wireless phone is that it lets you improve the quality of your life by becoming an empowered “digital citizen.” This national wireless phone company operates hand-in-hand with the Lifeline Assistance service, which provides free government smartphones, cheap internet and cable for low income families and they were established in 1985 by the Federal Communication Commission.

What started out as just a wireless phone provision, enTouch Wireless has quickly become a modernized, highly sought after wireless alternative. Now, data services are supported as well. In fact, enTouch operates on the “premier 4G LTE network.” If you belong to any of the millions of homes with enTouch phones, chances are, you may need an enTouch wireless replacement phone one of these days. Here are some things to keep in mind.

Grounds for Replacement enTouch Wireless Phone

enTouch Wireless Replacement Phone

Lost or Stolen enTouch Wireless Phone

You can get an enTouch wireless replacement phone if your current unit gets lost or stolen. Likewise, if you happen to receive a defective phone, you may be eligible for a replacement unit through exchange. The first thing you need to do when you find out that you may be eligible for a replacement phone is contact enTouch Wireless Customer Service.

If your phone is lost or stolen, enTouch will deactivate it right after you notify them of the loss or theft just like qLink. Needless to say, you remain responsible for any service provided to the stolen phone that already existed at the time of loss or theft, and up to the time of reporting.

Take note that if you end up finding the phone later, that does not mean that you can have it reactivated right away. In fact, enTouch may require that you get a replacement unit anyway before they reinstate services to your account.

In relation to phone replacement requests, enTouch is aware and very much on the lookout for any potential fraud or any form of unlawful use of their units or services. In this case, they can cut off your service without any warning and you will be required to comply  in any  resulting investigation.

Defective Phone

Say you received a defective enTouch wireless phone. That may be eligible for a replacement. We say “may” because the company still has to investigate and evaluate. Customer negligence, including but not limited to water damage, are by no means eligible for exchanges.

To take advantage of this provision, call enTouch right away. They will give you a “return authorization,” along with some shipping instructions. Sadly, you will have to shoulder any expense incurred by returning the defective phone to enTouch.

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When returning a defective phone, make sure that the unit itself, plus all the accessories, materials, and inserts that originally came with it, are placed in their original box. All of these have to be done within 30 days of receiving the defective unit. If you return after the 30-day window, you will have to pay a $25 fee before enTouch ships out a replacement.

Are there any fees for Replacement enTouch Wireless Phones?

enTouch Wireless Replacement Phone

Although Lifeline is a government benefit program, enTouch wireless phones do come with fees just like other phones. If you are a California resident, just the processing of the paperwork and your first phone activation will set you back $39 at the time of this article. However, for upgrades and replacement phones, no such fee is charged regardless of your location.

The replacement itself, though, does come with a fee. The charge can be anywhere between $25.00 and $75.00, and this is mainly dependent on the device that was lost or stolen. You need to pay the replacement fee before enTouch can send a replacement over. Payments can be made via credit card (pre-payment) or money order.

For defective units, though, you will only be charged a replacement fee if the defective phone is not returned within 30 days of receiving it. This fee can also be paid via money order or credit card.

Timeframes for Replacement

In some instances, you may be charged for certain maintenance services offered by enTouch in relation to your plan. These scenarios include getting a replacement phone. If there ever comes a time that you need to dispute such a fee, make it a point to let enTouch know within 30 days of receiving your replacement phone or the date you are charged, whichever comes first. If you fail to do this, you are waiving your right to dispute the charge and will therefore have to pay for it.

Another timeframe to keep in mind is the window for returning defective phones. You need to return the defective unit in its original packaging, complete with all materials, inserts, and accessories, within 30 days of getting it in the mail. Otherwise, you may be charged a $25 fee before the replacement phone is mailed to you.

Contacting enTouch

If you believe that you are entitled to receive a replacement phone from enTouch, make sure to contact them right away. Do this as soon as possible because time is of the essence when it comes to such matters. If you wait too long, you may have problems getting a replacement phone even if you were initially eligible.

You can use your phone to call enTouch without consuming your minutes by dialing 611. If you have to use another phone, you can dial 1-866-488-8719. You can also contact them through email by writing to [email protected]. They are open to complaints, requests, questions, and other concerns.


As previously mentioned, eligibility for an enTouch wireless replacement phone is on a case-to-case basis. To make sure that you are complying with their requirements and eligible for replacement, give them a call or send them an email as soon as you can. That way, you can be assisted and notified of any important information you may need to know to get a replacement phone.

In a nutshell, a unit with a valid manufacturer’s defect should be eligible for a free replacement, provided that it is returned within 30 days of getting it. For lost or stolen units, you may be charged before the replacement is mailed out by enTouch.