Lycamobile issues

wfcchris

I'm surprised there hasn't been more about this but following on from the Cyber attack that Lycamobile experienced almost a month ago I understand many customers are still being affected and in my case an attempt to leave has been botched by them.

I won't go into what happened at the start and the horrendous issues I had (similar to thousands of others) but safe to say it was enough to ask for a PAC which it took the 5 or 6 days to provide. Once received I gave it to my new network and a porting date was set. All seemed to work except a few days later it became apparent that I could not received phone calls.

I could make calls, I can send/receive texts but when someone calls me they are told my number is invalid. 

My new provider explained that they had not received all the information from Lycamobile and I along with thousands of others had been affected the same way and that they were working on it.

They did suggest calling Lycamobile myself which I have done several times along with messaging them and emails. It is the same response every single time. 24-48 hours. Call back 72 hours later (trying to give them a chance) and it's again it'll be fixed in 24-48 hours.

 A complaint email has not been answered and I have reported it to Ofcom for what that's worth.

Is there anything else I can do?

I don't want to sound money grabbing either but can I claim compensation at all for the issues prior to leaving and since?

PHK

The good news is that Ofcom regulations say that your new provider must pay you "reasonable compensation" when the situation is sorted. I guess that they pay this and claim from the original network.

The bad news is they are right that thousands are caught up on this. If your number was originally allocated to Lycamobile or you are porting from Lycamobile then there will be significant delays.

I know this because I am on day 21 of a similar split port and there is no end in sight. Its appalling and MSE should be campaigning for better treatment of consumers. Lycamobile couldn't help the cyber attack but it exposed how bad their customer service is and how technically inept they are.

There are many people who don't realise that they have a split port (eg can't receive calls) so the actual position could be worse@

RoyBrock7898

Thanks for these messages.  Never heard of split port but have experienced this with Lyca.  Our problem was put down to the SIM card and was eventually fixed.

RoyBrock7898

wfcchris said:

I'm surprised there hasn't been more about this but following on from the Cyber attack that Lycamobile experienced almost a month ago I understand many customers are still being affected and in my case an attempt to leave has been botched by them.

My auto renewal failed today.  Then discovered my wife's 5 days earlier had also failed. I tried set up a new plan and ran through the hoops several times always failing with transaction failed.  Lucky I guess.

 I rang Lyca this morning and no hint that they had a problem.  I was advised to buy a top up voucher.  The woman was very hard to understand and I decided to change suppliers.  I hope the PAC process and spilt porting are resolved quickly.

Lizbetty

RoyBrock7898 said:

wfcchris said:

I'm surprised there hasn't been more about this but following on from the Cyber attack that Lycamobile experienced almost a month ago I understand many customers are still being affected and in my case an attempt to leave has been botched by them.

My auto renewal failed today.  Then discovered my wife's 5 days earlier had also failed. I tried set up a new plan and ran through the hoops several times always failing with transaction failed.  Lucky I guess.

 I rang Lyca this morning and no hint that they had a problem.  I was advised to buy a top up voucher.  The woman was very hard to understand and I decided to change suppliers.  I hope the PAC process and spilt porting are resolved quickly.

We have had this with my daughter's mobile today too. £5.99 autorenewal failed, my other daughter's worked fine. I had to top up as my daughter needed a phone as she was due out working late, the £20 top up worked for an hour or two and then has stopped working at all. She tried calling CS, rang then cut off. Asked for a PAC code as she really needs her phone and this number, so hopefully we'll be free of them soon but no idea where my £20 plus £3.95 card charges have gone.

Really frustrated as she had to cancel her voluntary work tomorrow as she has no phone and needs to be able to contact us as she'd be stuck miles away otherwise. 

d123

Lizbetty said:

RoyBrock7898 said:

wfcchris said:

I'm surprised there hasn't been more about this but following on from the Cyber attack that Lycamobile experienced almost a month ago I understand many customers are still being affected and in my case an attempt to leave has been botched by them.

My auto renewal failed today.  Then discovered my wife's 5 days earlier had also failed. I tried set up a new plan and ran through the hoops several times always failing with transaction failed.  Lucky I guess.

 I rang Lyca this morning and no hint that they had a problem.  I was advised to buy a top up voucher.  The woman was very hard to understand and I decided to change suppliers.  I hope the PAC process and spilt porting are resolved quickly.

We have had this with my daughter's mobile today too. £5.99 autorenewal failed, my other daughter's worked fine. I had to top up as my daughter needed a phone as she was due out working late, the £20 top up worked for an hour or two and then has stopped working at all. She tried calling CS, rang then cut off. Asked for a PAC code as she really needs her phone and this number, so hopefully we'll be free of them soon but no idea where my £20 plus £3.95 card charges have gone.

Really frustrated as she had to cancel her voluntary work tomorrow as she has no phone and needs to be able to contact us as she'd be stuck miles away otherwise. 

£3.95 card charge?

sounds like you topped up through a shady third party reseller, there shouldn’t be any card charge when topping up.