RWG won't phone out

Bogof_OAP

Just trying to make a call from our two RWG (spare) phones before we get too near to the SIM cancel dates, and for some reason the calls won't connect.  Managed to send (some, not all, some failing) texts and look at Google maps on one phone but no Internet connection on the other.  Is it 3 or 6 months, we're just within 3 by a couple of days? 

Recorded message every time I dial out from the RWG phones saying "I'm sorry, calls to this number are not being connected.  If you've dialled correctly I'm afraid it means the number is not available", which is twaddle as dialling the same numbers from other devices works fine.  Have tried dialling several numbers including our landline, same message every time.

Incoming calls are connecting okay, but can't dial out at all.

Has anyone else experienced this?  Any suggestions?

Neil_Jones

Believe you have to make a chargeable call (or activity) at least once every 90 days on RWG otherwise it "freezes" and then you have to speak to customer services to unblock.

https://www.rwgmobile.wales/mobile-sim-card-t-c/ - "You must make an outbound call or text in any 90-day period for your SIM to remain active. If you don't do this, the SIM will enter a restricted state which means you will only be able to receive inbound calls and texts. If this happens you can contact our customer service team to reactivate the SIM. If you do not make at least one chargeable call or send one chargeable SMS/MMS every six months (in either case that results in a charge against your Account or a deduction from the credit or bundle allowance recorded against your Account), then we may terminate this Agreement by giving you 30 days’ notice in writing"

So it works in calendar days, not calendar months, so 87 days is not automatically thee months, though in a lot of cases it will drift by a day or two.  90 days before today's date (18/10/23) for example is July 20 2023.

Bogof_OAP

Oh drat, it's probably that then.  Thanks for clarifying.  This summer has flown by, I hadn't realised how long it was since we made the last calls.  Now to find out how to contact them...

savergrant

Bogof_OAP said:

Oh drat, it's probably that then.  Thanks for clarifying.  This summer has flown by, I hadn't realised how long it was since we made the last calls.  Now to find out how to contact them...

From their website support page;
01633 415 333

https://www.rwgmobile.wales/support-eng-per/

Bogof_OAP

Brilliant, thank you so much.  Will give them a call tomorrow.

Bogof_OAP

Update - couldn't get a reply on the phone so emailed them at support@rwgmobile.com and they have sorted it out for me.  

Have diaried to make a call every month now, don't want that happening again!

savergrant

Funnily enough I now have a problem with my rwg sim. But I think it must be scratched as it was working to call and text out yesterday.  I have asked them to send me a replacement sim on the £15 topup 100/100/750 bundle. Hopefully it will work out OK.

savergrant

Have solved my issue thanks to a tip from wikihow, turning off auto network and selecting it manually. Odd that the sim wouldn't work in two phones though.

roddydogs

Just found this old thread to post that RWG keep switching off my mobile, despite the fact that I've made sure that the 90 days usage is adhered to. The phone is switched off for long periods, perhaps their system senses this, and disconnects? Or do RWG not want their "free" customers, yes it's switched back on when you notify them, but why?
Another gripe is their non answering of phone calls

savergrant

I doubt they check whether a phone is switched off for long periods. How do you use the phone to keep the sim active? I understand that restrictions and eventual disconnection are done by nowmobile, so their records and rwg's may not match up.
Rwg does seem to have grown too fast though, perhaps that's why they have pulled a lot of low usage offers recently, including their £1 test the signal sim.

roddydogs

By sending a text within the 90 days as advised.