Absolute scam. Keep on adding fees only in the end. Called the store as I can't receive any messages for some reason, came in only for them to tell me that I'm not authorized to make them fix my phone plan that isn't working, as we're on a family plan. What's up with American phone lines? One is shittier than the other. Nothing works, and the waiting times on phone and in store are unbelievable. read more

These guys rock!!! Manager Danny & everyone @ this store are awesome!!! read more

I was helped by the Manager Chris Cruz. He was super helpful and went out of his way to assist me (even showed me how to adjust something in the settings of my new iPhone). Great experience over all!! read more

The Verizon Store in the Mission is a great with me especially when I got a problem with my devices and with my billing issues the Sales guy Dennis is great guy he helped me yesterday when I got a bill from their corporate office of a total of $465.25 which I thought it was way high and Dennis explain to me this bill will be last high bill I will received from Verizon hopefully I think Verizon should changed back to unlimited data instead of 10GB be in a completion with Sprint and T-Mobile. Sprint sucks ass. read more

Verizon - Mobile Phones Near Me - San Francisco, California

To follow-up on Verizon's COMPLETE LACK OF CUSTOMER SERVICE: after not delivering my phone on Friday as promised, or even on Saturday, they said it would arrive Monday after I had left for vacation. So they said that UPS would hold it, and I could pick it up Friday August 2nd, when I returned. They assured me that UPS was open until 6:30PM. So after driving for 5.5 hrs home from Sequoia, I drove 30 minutes in heavy traffic to get to the UPS warehouse in Menlo Park at 5:45PM, only to find out that customer service for pick up closes at 5:00PM. However, all was not lost, as it was possible that my phone was in the "lockers" out front, for which I needed my UPS tracking number. All I had with me was my Verizon cell phone, which downloaded all the e-mails that came in while I was in Sequoia with no wifi, but couldn't load any e-mails from July 31st, including the one with my UPS Tracking Number. No, problem, just call Verizon Customer Service to get my UPS Tracking Number....but wait, as I said, Verizon has a COMPLETE LACK OF CUSTOMER SERVICE. I was placed on hold, with a recurring message every 5 seconds saying that "because of unexpected heavy calls, the wait time may exceed 5 minutes, if you want a call back without losing your place in line, hit "1"". Every 5 seconds. After about 15 minutes on-hold, it changed to "because of unexpected heavy calls, the wait time may exceed 10 minutes, if you want a call back without losing your place in line, hit "1""....and after about 20 minutes on hold, it changed to "because of unexpected heavy calls, the wait time may exceed 15 minutes, if you want a call back without losing your place in line, hit "1"". Because, like I said, Verizon has a COMPLETE LACK OF CUSTOMER SERVICE, I was hesitant to hit "1" as I doubted they would call back, so I stayed on hold for a full 60 MINUTES before hitting "1" to get a call back, as it was now 7PM and I was exhausted. No call back during my 30 minutes drive home from UPS, of course, because Verizon has a COMPLETE LACK OF CUSTOMER SERVICE. It is now 9:15 PM, and still no call back, because, as I've noted previously, Verizon has a COMPLETE LACK OF CUSTOMER SERVICE. So, after paying $1600 for a Galaxy S10+ 1TB phone 8 days ago, I still don't have the phone. UPS is closed on the weekend, so I suppose I will have to wait for Monday, then leave work early to drive up to UPS before 5 PM. I hope I like the phone but Verizon has a COMPLETE LACK OF CUSTOMER SERVICE. David B. Karpf, MD read more

Always friendly, helpful service here in the Mission. They are busy, but make up for it in thorough, kind and respectful business.

This is a reflection for Javier, one of the associates. He is a great guy, not only a fantastic listener, but great conversationalist. He will take the time to make sure you leave satisfied in a timely professional manner. However, I cant yet give props to verizon, I have a Samsung Galaxy S8 I bought outright, and am still not getting clean reception in the Marina, Pac Heights area. A new phone is in the mail thanks to Javier, we tried replacing the SIM, hard reset on the phone before, hopefully the new S8 will get good reception SF wide! Thanks for being not only a great employee Javier, but also friend. read more

their subsidiary asurion is awful. week later still don't have my phone, nothing but excuses and lies for why they hassle customers with unnecessary paperwork read more

Memorial Day weekend. End of School. 3 DAYS to myself after months of 18 hour days and total lack of sleep. What could possibly go wrong? Well, allow me to itemize: 1.Ex gets back from 2 week trip. I go mental. 2. Laptop melts down with a week of data needed for finals on it, 8 hours before deadline to turn shit in. 3. Due to #2, school work gets turned in past deadline and AK gets reamed. 4. Phone breaks for the millionth time and AK has to leave party to hit up Verizon store, drunk, with 30 minutes to spare. So...I must make clear: I LOVE Verizon. I have been with them for 10 years because of their customer service and tech support. However, I have BAD tech karma and my phones (specifically Samsung and LG) are eternally faulty. I went through 5 phones last year alone with no explainable cause. The Verizon store people are typically impatient, callous, and totally usesless. Once again, the charge port on my phone broke and I was all out of juice. Drunk and disorderly, I stumble into the nearest Verizon store. I was shocked! Typically, I am told there is nothing they can do and I need to call the insurance folks and plunk down another $70 even though it is clearly a manufacturing defect. NOT SO this time! The adorable man there agreed with me that it was a defect, got me a refurb, found a way to transfer my phone book (even though the port was broken), and taught me how to transfer all of my naughty pics to a memory card. And all for the $20 it cost to buy the memory card!!! They didn't charge me for the refurb!!!!!!!!! Most importantly, they didn't argue with me, turn me away, or threaten to call security (long story...). These folks were polite, humorous, supportive, and knowledgeable. This is top notch service. I will be back the next time my cheap-ass excuse for a phone craps out on me. Thanks, Verizon guy. I'm kind of crushing on you right now. Enjoy the dirty pictures I couldn't figure out how to erase off my phone! You deserve them :) read more

Had the best customer service when I switched from pathetic ATT to Verizon. Luis and his manager helped me look at my current plan then gave me options to choose that will go with my new iPhone 4. The support I received was excellent and there were no glitches during the process. Most of all, I now have strong signals at my home and office, plus an unlimited 3G plan. The taxes and additional fees were exorbitant but I feel it's worth it. I'm also looking to switch my landline to Verizon in the near future, FYI. read more

I can't stand this place and it kills me every time I need something for my phone that this is the place closest to my house. Today I went in around 4:30 to exchange a phone that had broken within the first week of having it. Not a surprise from Verizon. The store was empty, there were two customers ahead of me when I got in line and both were already being assisted. I waited for near 20 minutes without being spoken to by a single staff member before I approached the counter and asked when the next staff member might be able to help us as there were now three other people in line besides my self and not any more sale associates. They brushed me off, saying "sorry mam, we're already working with customers," as if that wasn't made perfectly clear by the fact that the two sales reps behind the counter had been both silently staring at the same phone in a room behind the counter for the last 10 minutes. They didn't even talk to the customers they were supposedly helping. Eventually a man from the front of the store offered to take the next customer, who was, thank goodness, me. I saw he was the manager, Mr. Chris Solanos, and told him how inappropriate I thought it was that with a line of 4 people not a single staff member greeted us or apologized for the untimeliness of their service. He quipped back with a nasty tone that everybody was helping a customer already and that we (the remaining customers) just had to wait. Now I work retail, and I've had bad days, and been pissy with customers (retail gods forgive me) but there was just no excuse for the lack of service and absolutely rude behavior of the employees at Mission Verizon today. If I was in charge of the account I'm part of I would drop Verizon today and switch to a competitor just for the disgusting service I've received on multiple occasions at this particular shop. In fact I will speak to the account holder about switching wireless companies because if that is going to be the level of customer service I receive from "America's Most Reliable Wireless Network", I'll take a crappier connection with kind Customer Service reps instead. What schmucks! I don't care if you live right above this place. If you need service for your Verizon phone, hop on a bus and go to a Verizon store down town or in the Marina. I am so disappointed in the service I received today, if you can call it that. read more

STAY AWAY from this store, and definitely don't accept any upsells from them or you will be sorry! My wife went in to get a new phone, and they offered a 'free' tablet. What they didn't tell her is that this tablet would cost us an extra $10 a month on a new 2 year contract that can't be cancelled without paying a fee. When we found out about this and tried to return the tablet (in the unopened box, btw), they wouldn't accept the return, even though they hadn't disclosed the new contract at all! In order to 'make things right', they gave us a $10 dollar a month discount on one of our lines. However now I find out that this 'discount' actually extended the contract on that line by 1 year. AGAIN this was done without disclosure. I'm seriously considering reporting these crooks to the state district attorney for illegal business practices. I'm also currently in the process of switching all of our lines away from verizon. I was a happy customer before all of this... read more

I came here one Friday, and stop by to check out the iPhones, the nice flip hair Latino guy help me , his customer service SUCKED . Fact because he told me that "if I buy an iPhone 5 I'll be coming back in 3 months unless if I take care of it?" -___- For my point of you view everyone knows iPhone 4 steve jobs make it, after that China people so your iPhone sucks after that. Supposedly "iPhone 6 is better, cus he has one" . He can't sale lmao he couldn't find my number, try to charge me 500$ not knowing I already have a contract, ya I'm not going back. read more

This goes out too Miguel and his wonderful customer service, as well being VERY patience with me and my husband. We got a plan with Verizon and then came back the next day since we changed our minds to go back to our previous carrier. He was very patient with all the back and forth. Thanks Miguel for giving A1 customer service. read more

I am extremely disappointed with Verizon Wireless and everyone should be aware of the experience I am having with Verizon. Verizon has repeatedly allowed others to fraudulently use my name to buy phones and add plans to my account. And when I called to report the fraudulent charges, Verizon repeatedly failed to cancel the orders. Also, I've been charged for plans that I didn't use. When I ask to speak to the supervisor, I am placed on hold and then disconnected. After multiple attempts to talk to someone, I gave up and ended up paying over $250 for a service that I didn't use. I've tried walking into the Verizon store to complain but I am told that they can't do anything and that I need to call Verizon Wireless. When I call Verizon Wireless, the rep tells me that there is nothing they can do and that I should try talking to someone at the Verizon store. When I ask to speak to their supervisor, the calls never go through. Verizon's customer service is horrendous and I am appalled that they allow random people to buy phones and plans using my name without verifying their identity. I will be filing a police report and anything else to prevent any additional fraudulent activities but I also want to inform the public so that no one else has to go through this awful ordeal. STAY AWAY FROM VERIZON WIRELESS because they allow others to use your identity to purchase their products and do not take any responsibility for it. I tried purchased my last verizon phone from this location and had an equally horrible experience. The representatives are not competent and they often tell you incorrect information. I am not sure if they are just too lazy to look up the correct information or if they are just incompetent. Either way, it's bad. read more

We came into the Mission Street Verizon store yesterday to upgrade our phones and change our plans - we are no longer able to use our old plan, which had unlimited data, if we wanted new phones. You're more or less forced to wait on line on premises - the reception guy told us that if our names were called and we weren't in the store, we would lose our place in line. They took our cell # but would not call us to let us know they were ready for us. Sadly, the phone company isn't able to call you. Both the salesperson and manager claimed we would not be able to get the data plan with the limited minutes that we wanted (since we use WiFi most of the time). We had seen this limited data plan on the web but they refused to sell it to us. First, they told us we would be required to buy a data plan with more usage, you can't get a shared plan with 500 MB. As we were leaving the store (after about a 45 minute investment of our time), one of the salespeople told us we could in fact get that plan online but not in-store. Really, Verizon? You won't sell us the plan you have advertised on the web in your company store? Or did you just want your $240 more (which is what the plan with more data usage would have cost us over two years)? We went down to Costco and got our new phone there. Strangely - when the guy at Costco looked at our plan, it had been already changed to the new plan, with the amount of data usage that we had originally requested at the Verizon store. I can only guess that someone at the Verizon store had changed our plan, without our express authorization, as a result of the inquiries we had made when we were at the store. By the way, Costco was great - the guys there were quick, friendly, and knowledgeable. We also saved $70 on the phone we wanted. I recommend going there instead of this Verizon store if you have a membership. Our previous experiences with this store were great - friendly people, helpful and knowledgeable, but the current crew working there is sort of clueless. I didn't think it was possible to hate Verizon as much as AT & T, but there you have it. read more

George is a gem. I came here the day after I got my phone stolen, and he patiently helped me figure out what my best option was for a new phone. My friends had to wait over an hour for me to get everything set up but he kept them entertained. Plus it didn't hurt that the store's playlist was A+. Tbh had a better time at this Verizon than I did at the bar I got my phone stolen from. My friends and I joked that we should just come back to Club Verizon that night. George seriously brightened up my entire weekend - thank you! read more

Terrible customer service. Incredibly long line. Employees have no idea what they are doing.

These are good ppl!!! After getting played at sprint I went across the street to Verizon and maribel s. helped me out! I told her what I need and what I was looking for. She told me everything I needed to hear. She set me up on a time crunch because I only had 30minutes to do everything and she did! After she set me up Ciara set my phone up and made sure I knew how to use the phone and my contacts! I love this phone so easy so simple! Broke down my first bill to me and I honestly was happy! Thanks maribel and Ciara! P.s- they are all good looking ppl! Wasn't able to keep my eyes off them! Hehe! Overall they are friendly and understanding of me,my time and budget. I'm activating two more lines in November! read more

I was walking by this store at 7:50pm and my phone gave a notification that I was due for an upgrade. I thought it was a little creepy but the phone was right. I was getting an attractive young woman's phone number the previous day and she described my iPhone 5 as ancient as she was punching in her digits. I popped my head in the door with intention of making an appointment for the next day since they closing at 8 but Martin invited me in and said he would take care of me right away. He got me into an iPhone 6s, lowered my monthly bill, bought my 5 which gave me enough credit to buy a cover and a sweet set of head phones. All this for $65! He stayed an hour after closing and even turned on the Warriors game while I waited for everything to download. Overall I have had mixed experience with Verizon but this was one of the best customer service experiences I've had. It sounds corny but Martin really went the extra mile. read more

My husband and I went in two weeks ago to purchase new phones and get a new contract. Rebecca helped us and she was great. She was very nice, and very knowledgeable. She was also very patient and answered all my silly questions. Best customer service I've ever had at a cellphone store! read more

Can't believe my first review on Yelp is going to be for a mobile phone chain but there you go. First things first, going into mobile phone shops (yes I'm British and yes you can translate for yourselves) is never any fun. They are full of jargon, bizarre contract conditions and so on. What was good about this branch in the Mission was the staff - Chris and Ernesto to be specific. We had to buy a pay-as-you-go mobile phone, and then a week or so later, we had to get a replacement droid for my husband who took it for a splash in the river (accidentally but still!). One cost a lot, one didn't. There was no difference in terms of service - both times it was good and both times we felt we were being given the best deal and the best information. And FWIW the service was much much better in the Mission than in Palo Alto where my husband was given short shrift by a disinterested staff member who didn't seem to know what was on offer, let alone want to sell him a new phone. read more

These guy give horrible customer service period.

Save yourself the hassle and call the customer center instead. After several unsuccessful attempts to make changes to my service contract at the store, I called the 1-800 number and they were significantly more competent, no wait times, actually got the stuff done, and, by the way, they also avoid charging unnecessary fees. read more

Bryan Velazquez is a Mission Miracle Maker. My iPhone 5 went through the washing machine, and I walked out of there with another iPhone, a TABLET and the same phone bill for $100. I don't know how he did it. I don't NEED to know how he did it, and most of all, I don't CARE how he did it. He did it. Go see that guy. read more

Anyone buying a "new phone or tablet" from Verizon this holiday season needs to call apple and verify it is actually a new device using the serial number! Verizon is repackaging items that have been previously bought and returned and selling them as brand new! This happened to me from two different locations and three different devices. after waiting on hold for two hours Verizon was not surprised and only offered $30 for the mistake and exchange of the devices for "new ones". I Will Never buy from Verizon again read more

This store is slow! stood in there for 90 minutes to get a phone. Verizon customer service as a whole has been awful to me. When I signed up I told them to put me on a plan they thought fit based on my history- I told them I did not want to pay any extra. My first month, I got a text that I was about to go over my minutes so i went online and changed my plan to unlimited. They still charged me for $259 of overage calls. I explained that as a new customer I did exactly what they store told me to do. I spoke to 2 customer service agents and was quoted $60 off first, then $206 off- I said that they should reimburse me for all the money. He kicked me to someone else, that said he would give me $90 off, then 50% off. They obviously have the power to discount what ever they want. The second guy was a manager and a mean person. I finally said to just give me the $206 off and he said he can't . I was blown away and said everything should be noted on my account and it was quoted to me. He said 'yes' but for some reason he can see my account. I said kick me back to the first guy I spoke with and he said he couldn't. These guys are trained to lie. This is awful business practice all around for Verizon. This is how you treat new customers? read more

Excellent customer service! A Verzon gem! At some Verizon stores (i.e. Stonestown kiosk) the service is horrible. Not here, I don't get the feeling that the Verizon employees talk down to me or are disrespectful. read more

I decided to do the switch from AT&T. I was in this area when I decided to make this lifetime change and boy oh boy was I glad I chose this store. The male greeter had the most genuine smile ever! I was greeted as soon as I entered their store which made me feel important. The whole experience was seamless and was definitely a group effort. The manager Norma was phenomenal, she came over to see that I was well taken care of and answer any additional questions I had. This was a first for me where the manager goes out of their way to ensure the customer is satisfied, I really appreciated all of the employees efforts to make my first experience at Verizon unforgettable. I can not wait to tell my friends and family about my awesome experience here at Verizon. Thank you Mission store for your excellent manners and a wonderful customer experience. read more

I switched back to Verizon from T-Mobile to get the i-phone 5. Return to crappy customer service. Read the fine print on the sales rep's i-pad (that they'll try not to show you) because they will do anything to get you out of the store with a contract. I should have more carefully read the fine print. Oh wait, I did. And asked my rep. about why there was no text plan. She said I shared 250 txts across my family plan. Alas, what the rep was perhaps referencing ($5/line for 250 txts) hasn't been available at Verizon for 2 years. I called the store the manager who said he is sorry that the 10-yr sales rep mis-communicated the plan, but there is nothing he can do. It took about an hour to get my crappy contract because the i-phones were hidden in some hard to reach place in their storeroom. Thankfully, T-Mobile's new plans will be out in a few days and I can consider switching back. The only time I'll be returning to this store will be to return my phone and void my contract. Otherwise, it'll be easier to do everything online and read the fine print in peace. read more

This is my second visit to a Verizon store in 2 days. My brand new iPhone died suddenly. At the first visit they said it was my charger and declined to replace the phone. gave me new charger. Last night it died again and would not charge. I have now been waiting 64 minutes to get help. They say they will replace it--but I am in line. I was told it would be 40 minutes--bad enough! but now it is more than an hour. It is clear that this is not unusual and that there should be more people working. Really unacceptable service. read more

Came in to buy a phone off Craigslist; both the greeter and the guy at the counter (Dennis Franco) were super friendly. They helped look up my account info when I couldn't remember my old phone number, transferred the account and got me a new sim for free. Hooked me up with a new battery & back for half off, and I got to keep my unlimited data plan too. No bullshit, and surprisingly honest opinions about the phones and software. Best experience I've had with a phone company. read more

AT best, the employees are unprofessional and/or do not know what they are selling!! At worst they are down right liars!! Just like the other post...I vote for ZERO stars! Ask about their replacement warranty plan, I did and I was told; "just bring the damaged phone in and we will replace the phone" which I did and I just got the run around and I was told I would need to contact their insurance provider and would not get a replacement from the store. I would not have a problem with this except that the person who sold me this insurance stressed that all I had to do was come in and make the exchange. These product warranties are great in theory, but I have yet heard one person who wanted to make a claim and was happy about the service. This will be the last time I will buy an extended warranty and I see no reason to go back to this location for any future purchases. It is a shame on this business to boost their bottom line at the sacrifice of good customer service! read more

My husband and I just got back from an overseas Air Force duty station in December, we went to turn our American numbers back on and add him to my Verizon account. They said we qualified for a $450 eGift Card for adding a new line to the account. This was perfect because I was 3 months pregnant at the time with our first baby. February our bill came in higher than promised but we thought maybe with turning the service back on that was why. At the end of February I received an email saying we didn't qualify for the eGift Card because my husband's line technically wasn't new, it was ported. March came and our Verizon bill was hundreds of dollars over what we were promised our bill would be. So I called and shut our account down after having it for 7 years. We switched to AT&T. I was told there would be one more fee in April. We paid that. May came around and the automatic payments were still enabled even though I shut our account down and couldn't even log into the app anymore. They automatically pulled $450 from our bank account. I called customer service, spent hours on the phone/hold with them. They sent me to their rebate team. Their rebate team looked into and confirmed we never received the $450 eGift Card but their rebate team does not have the power to reimburse. The customer service team does. So I was sent back to customer service and had to explain that whole thing to them. Finally was told I was receiving our money back in 5-7 business days. We waited that time and then some. There wasn't a reimbursement in our account. So I called AGAIIN. And had to do the whole process again with customer service and the rebate team. I get the same results, hours later, to wait 5-7 business days. Verizon never gave us our money back. So I had Navy Federal dispute the charge. Navy Federal opened an investigation and had our money back in no time. This was in July. Now in September I received a letter in the mail that Verizon had sent the $450 charge to collections. I never received an email about this. I never received a call. It's almost been a year and I am still fighting a $450 eGift Card charge that I never received while my husband continues to serve our country and I as a veteran raise our now 4 month old baby. I used to say Verizon was the best cell service to choose from but now I tell people to RUN. Their customer service is trash and their departments obviously don't talk to each other or I wouldn't have this issue with the rebate team and customer service team. I am deeply perplexed as to why this has been drawn out for almost a year when we do not owe Verizon any money! read more

I HATE VERIZON WIRELESS. Not necessarily this branch...But if you are considering a cellphone service, I highly discourage using Verizon. I have been locked in a lame contract and have tried working with customer service about finding a better plan for my situation, but they could care less. Save your money, go somewhere else... read more

FANTASTIC SERVICE. INCREDIBLY KNOWLEDGEABLE STAFF. Trent, Luigi, and the other staff members helped me diagnose a problem with my phone, helped me transfer all unstored data to my chip, order a new phone; all of this accomplished on a phone with an unreadable/unusable screen glitch. The employees informed me that they had never seen this screen glitching problem that I was having. They patiently attempted several different ways to download and save 1000+ pictures and video of my 1 year old daughter, which for some reason had not saved on my chip. After several unsuccessful attempts to download, they did not give up and were finally successful. I am so grateful to have found such a knowledgable team to help me. If I ever have a problem again, I am coming back to this store. Thank you so much. Those pics/vids were priceless to me. read more

Ok... mixed bag here... The tech folks are in the back area... which I think gets the most business. The problem is that there is only about two of them... sometimes just one if one goes on break. Meanwhile in the front room there are about 6 sales people that often just stand around. What the hell? Last time I was there it took me almost four hours to get my phone dealt with. I am not joking. I had to leave, come back, leave again, and then come back... To their defense, they did replace my phone, and do a bunch of various work on it such as transferring contacts... but four frickin hours???? read more

I recently upgraded from a regular phone to the iPhone. I knew what I wanted when I walked in the door - should've been a pretty seamless transaction. Picked out my phone and wanted to replace my Mi-Fi with a new one. The sales associate was luke warm at best whereas I had noticed other associates were far more personable. Whatever, I thought, I'm not there to make small talk. My associate persuades me to buy screen protectors. I do. Give her a $20 and she forgets to give me my change. Puts one protector on my phone and doesn't put the other ones in my bag. I remind her to give me my change, she doesn't apologize, and I don't notice the protectors until I get home. A few days later - I go to set-up my new MiFi. It doesn't work - I 'll call Verizon tech support and the guy tells me the sales associate didn't activate it. The guy at the call center rocked - works with me for 53 mintues to get me going. A few days later my first bill arrives. It's higher than I expected. Call the center - the associate tells me that the Mission store rep indicated that I switched phones about a month earlier than I had. It was not just a right month - wrong day kind of thing. I decided to call the store to complain. The manager was very apologetic and gave me a credit for my inconvenience. I am writing just to advise others to be sure to check your statements, ensure things are activated, etc. before you leave the store as other reviewers have mentioned. read more

I always have a good experience when I go into this store. The staff is very friendly and I am always greeted within seconds of walking through the front door. The manager is always one of the first to greet me and is really concernced with answering any questions I may have and pointing me in the right direction. Thanks Norma! Jasmine helped me upgrade to a different phone and I have to say she is very professional, patient and thorough. I came in close to closing and she still took her time and I did not feel rushed. I highly recommend her for any of your verizon questions read more

Bought a Verizon MiFi cause I thought I would give Verizon a try. 4 days later I tried to return it because it was terrible. They wouldn't let me return it because I didn't have a box. Then the rep still tried to get me to switch from AT&T. In the end they made me pay the cancellation fee. BS read more