Lyca No Service Unable to renew

HampshireH

So lyca switched me off at midnight 2 days ago as they couldn't take payment.

I added a new card but couldn't delete the old as it says pending renewal.

Tried to buy a new bundle and it's done nothing. Tried again it says do I want to use the same card as I've got a pending bundle with (well nothing is showing but no I don't want two)

Called customer services who said they have no access to customer systems!! They cannot view any accounts etc and to call back another time. Still without a working phone they suggest I buy a bundle at the shop and confirmed the £5one would be available. 

Off I go to a shop and no not available so I try a different payment method on my app and same thing nothing processed.

Don't know what to do next as I have no phone at all

PHK

Im afraid all I can suggest is that you complain .  I would also fill in the monitoring form on the Ofcom website.

Thousands of people are caught up in Lycamobile's issues and it's about time Ofcom stepped in to put things right. 

I think MSE have a responsibility here. They kept pushing Lycamobile despite the many examples of very poor service and technical problems  stretching back 18 months. The cyber attack has made things worse.

GrumpyDil

You might want to consider porting to another provider as that might be a quicker way of moving this on. 

PHK

Lyca porting is not working properly at the moment. Most ports  result in a split port which is currently taking weeks to resolve. 

HampshireH

I'm too scared of the porting fiasco to attempt to port at present and of losing my number especially as they cannot take a simple payment 3 times of asking.

HampshireH

Update.

Used the lyca chat and they were useless. Basically said they couldn't assist and escalate to tech as I didn't have a translation ID........they couldn't grasp that I didn't have one because they payment hadn't processed yet I could make a further attempt as it seemed to be recorded a pending in their system.

They told me to buy a voucher at the shop and top up credit which they said would convert to a bundle and told me to email (already did and didn't get a response)

I didn't risk it. I went to ASDA and bought a sim /bundle through them. Chancing the porting. For my PAC so waiting to see if it all works.

In the 3 months I was with lyca they

* Changed the network, had a data breach and then this. 

I definitely won't be returning

robk456

I had a similar issue yesterday morning when I had a text saying my MSE special 10GB for £1.49 bundle had failed to renew.  I lost all service and the bundle no longer shows in my account.  I checked the payment details and they are still valid and there has been no attempt to take payment according to my online banking.

I went on the live chat this morning and they have escalated to their product team but reading the posts on here I don't hold out much hope for a quick resolution!

robk456

I just had an update saying the payment was declined by my bank, which is rubbish.  They won't reinstate the bundle so I have no choice but to renew with one of their normal bundles.

PaulBear

Similar for me.

Today received Lyca email saying "Your current plan will expire in 3 days. " and suggesting a more expensive plan - I was on the £10 for 100gb one.

Last month, after much messing around, I was told to buy £20 voucher and given a code so I got 100gb, this expires after 03/11/23.

I got through to a human on 322 (the automated system is very difficult to navigate) and had the same problem as last month in that most of their agents have very thick Indian? accents that are difficult to understand.  She told me the 12 month package I signed up to was only a 30 day one and they could not activate the 100gb deal any more. Eventually told me she was passing it on to their technical team and they would get back to me within 24 hours, I received a text with an reference number.

I wish I had never gone with them as I am now locked in a quandary with my personal number (20+ years) held hostage.

HampshireH

Update: my port to ASDA mobile was successful I am no longer a lycamobile customer. Good riddance.