RWG

Lad

My experience was similar to SpanishBlue except I didn't get any emails from them after I placed my order for the SIM.

I ordered the £15 SIM and it arrived a couple of days later. I popped it in my phone and typed *669# for balance enquiry and it said £15. I made test calls and texts and balance is still £15. I half expected it to arrive with zero balance and having to contact customer service to get my credit added based on reading some posts here but no, it was as customer service said when I sent them an email before ordering the SIM. Buying the £5 or £15 bundled should give you a SIM card with that bundle already activated so there shouldn't be a need to contact them.

@Murmansk Not quite sure why you had to top up but it sounds like they gave you the Free SIM card (i.e. no bundle is associated with it) by mistake so meant you needed to top up to make calls and texts. When you emailed them, they realised the mistake and are now sending you what you ordered - the £15 SIM card?

Murmansk

Lad said:

@Murmansk Not quite sure why you had to top up but it sounds like they gave you the Free SIM card (i.e. no bundle is associated with it) by mistake so meant you needed to top up to make calls and texts. When you emailed them, they realised the mistake and are now sending you what you ordered - the £15 SIM card?

I've now received the £15 card and entered the bundle code UKRWG1. I checked my balance and it was £13. This doesn't sound right to me as my balance shouldn't drop until I've used my free allowances. The confirmation message that came back after I submitted the bundle code didn't seem correct although I can't remember what it was.

Lad

Murmansk said:

I've now received the £15 card and entered the bundle code UKRWG1. I checked my balance and it was £13. This doesn't sound right to me as my balance shouldn't drop until I've used my free allowances. The confirmation message that came back after I submitted the bundle code didn't seem correct although I can't remember what it was.

That sounds wrong. The idea is you buy your £15 bundle and then you get a monthly allowance of 100 Mins, 100 Texts and 750MB free every month. Only when you go above your allowance does your £15 gets eaten into.

I'm not sure where you got the idea of having to enter UKRWG1 from as the SIM should come set up with the bundle. I noticed that UKRWG1 is also the code for the TEASER bundle which costs £2 a month. Maybe texting the code has moved you over to that bundle hence the £2 deduction? If so, it could be a system error and they don't realise it's the same code and needs correcting.

Best email customer services and check what bundle you're on and get them to move you back to the FREE £15 if it's not correct. I got a reply to my email the day after I sent it on a weekend so they were good at responding.

Murmansk

Lad said:

I'm not sure where you got the idea of having to enter UKRWG1 from as the SIM should come set up with the bundle. I noticed that UKRWG1 is also the code for the TEASER bundle which costs £2 a month. Maybe texting the code has moved you over to that bundle hence the £2 deduction? If so, it could be a system error and they don't realise it's the same code and needs correcting.

Best email customer services and check what bundle you're on and get them to move you back to the FREE £15 if it's not correct. I got a reply to my email the day after I sent it on a weekend so they were good at responding.

I got the idea of entering a code from someone earlier in this thread when I received a £15 SIM and it refused to allow me to make calls until I'd topped up and yes, I've just noticed that the same code is used for two different bundles which must surely be an error.

I've emailed RWG and I'm sure they'll sort it quite quickly but the system clearly needs a bit of fine tuning as elements of it are a bit inconsistent and unclear - although I'm sure someone will be along in a minute to tell us it's all crystal clear and they've had no problems whatsoever!

Murmansk

This is part of the wording in the letter that came with the SIM

SpanishBlue

This is the email I got about a day or so before my sim arrived. The Sim arrived already activated and all ready to go...

As mentioned previously, my experience with RWG so far is excellent, but I will be interested to read how anyone who does have problems with them have their issues dealt with.

Murmansk

That's interesting, I've now received two SIMs from them and haven't had an email like that with either. 

I think I might send them a link to this thread!

Lad

Murmansk said:

This is part of the wording in the letter that came with the SIM

When I received their response to my email, they said that the SIM card will arrive already setup with the bundle I've bought. So when it came, I popped it in my phone and checked my balance to see if what they said was correct. I made some calls and texts and the balance remained as £15 so I assumed the bit about activating the SIM via their website wasn't applicable as it seemed it was already done (as per email from customer service).

I agree that it is confusing to have that section in the letter if you don't really need to do it or indeed if some people are finding they need to activate their SIM card and some don't.

Like you I also didn't get a welcome email from RWG to say the SIM card was activated. I assumed that it was already done and it was.

I think you said you created an online account earlier. Does it give you anything useful? for example, does it confirm what bundle you're on and your remaining allowance? Does it detail the calls and texts you've made? I'm just wondering if it only gives you the ability to top up online and nothing more.

alanjones60

Texting infoukrwg1 to 669 is a free text,it tells you how many calls texts and data you have left

Murmansk

Lad said:

I think you said you created an online account earlier. Does it give you anything useful? for example, does it confirm what bundle you're on and your remaining allowance? Does it detail the calls and texts you've made? I'm just wondering if it only gives you the ability to top up online and nothing more.

As far as I can see, the online account only gives the ability to top-up.