Lively Reviews 302

Lack of support regarding an issue with my mom's device. Submitted support request online - never received a response. followed up with a call to customer service. Rep was not friendly at all. Waited one week, still no response. Followed up again, Rep was helpful, but I was told the unit had to be replaced, at my cost. I would not have known about the replacement if I hadn't called.

Payed for a subscription that never worked on my phone. Emailed support a bunch of times and no response. Do not recommend

This company is a total failure and ripoff . I wasted a whole month of coins and time for nothing. I purchased the phone from them and was secretly charged an activation fee that wasn't transparent. I paid for service upfront ( in full) and customer support had no proof of my purchase once so ever. They representatives are rude ( the ones I've encountered with) , especially when I asked about candid account details! They overcharged me for data that wasn't even used for a whole month! Awful marketing and promotions to say the least! This company definitely needs to be out of business immediately! Gene was one team member who was understanding .This brand has no future. Don't use them at ALL! Total SCAMMERS ! I suggest that the reps have a course of " courteous implementation" before being placed as a employee. PERIOD.

If you need a product with fall detection do not buy Lively. The account I set up for my 90 yr old mother (set up on auto pay) was randomly disconnected and we were not notified! The unit just wouldn’t charge anymore so I called to ask if there was a tech problem. Turns out they just disabled it and they couldn’t explain how or why it happened! For a company that’s provides life saving equipment, this is very scary.

This is one SCAMMY company. Opened up an account for my elderly, senior parents back in June 2025. At the time they were running a special, in total...$19.99 for one line with unlimited T&T. And because my parents are 'old skool', we requested a paper bill be sent to them for them to pay every month. At the very last minute, the sales rep. said he had gotten 'special permission' to UPGRADE it to TWO lines for the same price of $19.99 but the paper bill would be an additional $5 a month - bringing it to $24.99/month. Was fine with that and was told that taxes, surcharges and fees would STILL keep it under $30 a month for TWO lines. We signed up. WELL...fast forward 6 months later, NO paper bills were ever sent and they activated auto-pay without our permission or consent. When we called to 'straighten it out', they refused to honor the ORIGINAL deal that was given to us back in June 2025 and all of a sudden they wanted some $57 a month plus $10 more a month in taxes, surcharges and fees. BE WARNED....they seem to take advantage of seniors with a great low, low price at the time of sale, but when forwarded to the billing department, prices shoot up DOUBLE FOLD for no apparent reason. QUITE THE SCAM!!

And this company, Lively, is DOUBLE SCAMMY and SLIMEY. I posted to their Facebook page, to shine a light on their poor practices...to give someone from executive customer service the opportunity to reach out to me and 'make it right' BUT...THEY DELETED MY POST as to not allow others to see what I said about the atrocious service we were getting.

I cancelled Lively phone service and asked for written proof of the cancellation and requested disconnection. The company continued to bill past this time. Calls and letters did not work. I finally paid the unfair billing to avoid a mark on my credit and to avoid the stress of continued bills.

The online billing system does not make sense. For example, I made a payment on November 2, 2025. The due date was on November 5. Today I call in and the recording says my next payment is due on November 5, 2025, which is a little over a week ago. Online it states my balance is zero and my next due date is November 19, which I was told is not the due date, but it is when the next billing cycle starts. A billing cycle is NOT the same as a due date. Someone at Lively does not understand the difference. In reality my next payment is due December 5, 2025. Yes, the billing system here is a mess.

My time with Lively was marked by persistent friction and lack of support clarity. If you value ease, responsiveness, and straightforward service, this provider may not meet your expectations.

Customer service is extremely difficult to access: Calling in means navigating a maze of complicated menus, followed by wait times that stretch 25 minutes or more.

Email support is slow and unreliable: Replies can take up to 5 business days, and when they do arrive, they often contain incorrect or misleading information.

Porting out is unnecessarily complicated: Even basic account details like the port-out PIN are obscured or miscommunicated, causing delays and confusion.

I’ve since moved on to a more customer-friendly cell service. Lively may work for some, but for those who value their time and reliable support when they need it, it's a frustrating experience best avoided.

I bought this phone for my 94 year old father in June. I canceled at the beginning of October when we moved him into Hospice. Between the time I purchased and set up phone I talked to 5 different people. When I finally had someone that knew what they were doing it didn't take long. The other inexperienced staff I was on phone over 30 minutes and getting no where. I was going through my father checking account and notice another deduction. I called and spoke to a rep. She went to account and seen where it was canceled. After 30 minutes on the phone to resolve this the rep said she notified the supervisor of the inexperienced rep. Now just waiting to see when the money goes back in account.

DO NOT BUY THIS PHONE THRU LIVELY

Terrible service. I received a phone that never worked even after a replacement. Stay away.

Horrible service - there is always a 30 minute or more wait to talk to a representative and they don't respond to emails. My cellphone is my only phone, so to activate a new phone I have to borrow a phone from someone. Their voicemail is a joke - it cuts messages off when you try to listen and you have to replay them over and over to get the whole message. Next phone will be with another company!

I am extremely disappointed with Lively and their so-called “senior-friendly” service. The Lively Mobile device has been nothing but a headache, and the customer service is downright unacceptable. Every time I’ve called, I’ve been met with rudeness or indifference. It feels like no one is actually trained to handle customer concerns, and each representative seems completely disconnected from what the technical team is doing.

The biggest issue is with the “Out and About” notification feature. It simply doesn’t work on iOS. It took me multiple frustrating calls just to get someone to admit this was a problem for all iOS users, not just me. Even worse, the one technical person I finally spoke with admitted he had to escalate the issue to a higher level for an iOS update, but since then nobody at Lively has any idea what’s happening. The customer service team pretends to know nothing, can’t provide updates, and leaves customers in the dark.

For a product marketed toward seniors, who depend on these devices for peace of mind and safety, this lack of accountability and outright rudeness is disgraceful. If you’re considering Lively, save yourself the aggravation and look elsewhere.

I drove my mother to best buy to get her a phone. We picked out a jitterbug. The folks there at the store were fabulous. They tried to activate that phone with lively for well over an hour. They had to finally tell us that they couldn't get anywhere with them and gave us the phone number and cancelation information to handle it at home. What a hassle. Don't waste your day like we did

The technology for customer service and website is incredible bad. First, setting up my mother's phone was extremely convoluted and now i've been trying to set up a new auto pay credit card for the past few months. First, I cannot log into my account and after changing password the page goes to a bad link, this has occurred every single time i've tried to go online. When I try to pay online I go through the entire process only to be told there was an error prompting me to wait another 10 minutes for a live person who again tries to send me to the automated system which still does not work. After mentioning this happened last time I was transferred to another individual who manually took my card information and ensured me the new card is now entered and my balance was $0. I hope it works this time because i've done this before and it didn't.

I am not someone who leaves feedback but I would like to inform everyone using or looking to use Lively.com about their customer service when trying to end your service with them.

They are a medical alert company. I need them for about 3 mounts. They were so easy to deal when and purchasing the alert device and setting it up, but when it came time to discontinue the service, it was another story!

WARNING: When it comes time for you to discontinue the service, it’s very difficult. You can’t do it on the website. You have to call and do it. Also, you cannot remove you card I information from their website. I think that should be illegal. It’s at least unethical.

The woman who I had the unpleasant experience of speaking with for customer service was so rude and so intolerable. She consistently talked over everything I had to say. She said they would bill me for one more month ever though the payment was not due for at least another week? I have the email to prove it! I literally had to contact my bank to stop payments to them!

Be very wary of this company. They are very deceptive and extremely unprofessional! I would not recommend them to you!

Only quick to answer if placing a new order. Otherwise, very slow to answer. Prices are higher than others.
Batteries wear out and you get to buy another device.
Recieve conflicting info from various representatives. No loyalty for decades long service. The customer service has dropped!
I finally had enough and switched to someone else who values their customers.

MobileHelp for pendant and a trac phone with $5/mo cost.
800-949-6200. Don't wait any longer!

I bought this device for my mom before I took a week-long trip out of town last year.

1. She had difficulty working it and keeping it charged. It's NOT simple for an older person and it's definitely not for someone with memory issues or dementia.

2. Earlier this summer (while I was back home), Mom fell three times with this thing's fall monitor system - which is an upcharge - turned on. It did not detect her falls at all. They did, however, have two or three false alarms and call her when it was not necessary to do so.

3. You can do everything online EXCEPT cancel their service. For that, you have to call their support. They called me - doubtlessly to talk to me about why I changed my credit card (unrelated) so they haven't been paid for a service I have not used at all in about four months. I've been on hold for about half an hour... so far. They called me at 7:15 AM on a Saturday, by the way.

(Note: If you change a credit card and a service can't collect payment, most services simply cancel the service. Not Lively! They continued to charge me before calling to collect.)

4. I worked out a better medical monitoring system on my own and for much less money monthly. (I bought a wireless security camera system, installed them in the house, and bought Mom a one-touch-to-call video phone.)

Long story short, Lively is false peace of mind. It's not going to detect anything, you are likely to need to maintain it for the person using it so you'd better live with them, and they're probably not going to remember to use it. And when you discover that it's junk, they make it as difficult as possible to cancel their overpriced subscription.

Lively/Jitterbug Smart has an interface with the Lyft ride service that is just outstanding. I used it for the first time today -- it was easy and efficient. The Lively operators were knowledgable, helpful, and responsive. I can't say enough about how well this worked for me! I will definitely use it in the future. Very grateful! Thank you Lively!

Customers run from this cellphone company, there cost is much to expensive, taxes and fees are NOT included.Get a good price from either Boost mobile or Metro mobile,there prices includes all FEES .

I am in process of setting up a Lively account for my disabled sister who lives quite a distance from me. I first purchased an unlocked phone from Best Buy along with the Lively 3 month SIM card and was assured that all I had to do was insert the SIM in the phone and call Lively to activate. After doing so, LIVELY informed me the phone was not compatible so I returned it. I was going to keep the 3 month SIM and use it on a phone I purchased direct from Lively but they informed me the "discounted 3 month plans" from Best Buy ONLY work if you transfer a phone from another carrier. NOWHERE does it state this info. OK. I went ahead and ordered the Jitterbug 4 from Lively and one month of service. The phone would be completely set up, READY TO GO, and then shipped to my sister so all she had to do was open the box and she could use it. I called the next day to confirm everything and see if I could find out what phone number she would have. According to the customer service agent , there was nothing on the order about the phone being pre-activated and "ready to go" and my sister would be required to activate it when she received it. WHAT? I confirmed that with the sales rep (MIKE) several times before we ended the call when I ordered it. He assured me. All she would have to do was take it out of the box and start using it. Either he was lying or he simply doesn't have a clue what he is talking about! With each phone call to Lively, I have had at least 15-20 minutes wait time before speaking to anyone. SO far, very very unimpressed with this company. The only reason I picked them was the "completely USA based service reps" but no one seems to know left from right at this company so I am afraid this is going to be a nightmare. I'm trying to cancel before they ship but getting the run around.