RWG Mobile... no SIM delivered, CS unresponsive

Boesewicht

I ordered a SIM w/ 24 month worth of service from RWG Mobile on 1st Nov.

(Hubby ordered an MSE blagged SIM from Lebara on 7th Nov.

My SIM is nowhere to be seen; my OH's arrived yesterday and is already in service. Just a FWIW.)

So Wednesday morning I sent an email to RWG re the missing SIM with no answer at all, not even an acknowledgement. (I didn't try to phone them as this seems to be totally futile.)

Apparently they can take the money but then they go AWOL. I am not sure what I can or should do now. I think I'd send them another email with a firm date for delivery, say in a weeks' time?

If that doesn't work I will have to go down the chargeback route I assume (the order was paid for by debit card).

The RWG offers do sound pretty good but if I look at my experience and also some recent trustpilot posts I am not sure whether they have become untrustworthy at best and possibly a scam at worst. Sorry to sound so negative but no reaction at all is really not a good sign.

savergrant

I contacted them a couple of weeks' ago using the online form;
https://www.rwgmobile.wales/support-eng-per/

I messaged them on Friday eve and they replied on Saturday morning.
Tbh I am waiting for a £1 sim to arrive and would always advise getting the sim first before paying anything more than £5.

d123

Boesewicht said:

I ordered a SIM w/ 24 month worth of service from RWG Mobile on 1st Nov.

(Hubby ordered an MSE blagged SIM from Lebara on 7th Nov.

My SIM is nowhere to be seen; my OH's arrived yesterday and is already in service. Just a FWIW.)

So Wednesday morning I sent an email to RWG re the missing SIM with no answer at all, not even an acknowledgement. (I didn't try to phone them as this seems to be totally futile.)

Apparently they can take the money but then they go AWOL. I am not sure what I can or should do now. I think I'd send them another email with a firm date for delivery, say in a weeks' time?

If that doesn't work I will have to go down the chargeback route I assume (the order was paid for by debit card).

The RWG offers do sound pretty good but if I look at my experience and also some recent trustpilot posts I am not sure whether they have become untrustworthy at best and possibly a scam at worst. Sorry to sound so negative but no reaction at all is really not a good sign.

I emailed them about two weeks ago and they answered in about three hours.

I emailed them on support@rwgmobile.com

Boesewicht

Yes, I also used support@rwgmobile.com. Perhaps I try the web form and send another email. I'll report any progress or lack thereof.

savergrant said:

Tbh I am waiting for a £1 sim to arrive and would always advise getting the sim first before paying anything more than £5.

I think this is sage advice. Alas, too late for me

I certainly hope it all works out but even if it does I probably won't do further business with RWG. Saving a few quid is just not worth it.

alanjones60

When i contact them,i cover all the bases, email,fb messenger,and the web contact us form on the website.
Got a reply within a day.
Iv noticed they are replying to questions on their fb page a lot more now,but of course you cant leave personal info on that

savergrant

My £1 sim ordered last Sunday (5th) was delivered today. I had wanted it for the weekend to put in a spare phone for my 10yo who was going on a youth weekend. Christmas postal delays already or issues keeping up with orders at rwg?

Boesewicht

So, after numerous attempts over various avenues to contact RWG I did receive a message from them. The wording was such that I assume they just did not come round sending off the SIM for a good while and so told me to wait just a little longer... until tomorrow or so. That was yesterday.

And indeed, today the SIM arrived but it's not possible to find out the posting date. Anyway, the thing is here now and it seems to work.

I know they are a low-cost provider (that's what attracted me in the first place ) but the experience has not been very positive especially compared with the two days Lebara (also low-cost) needed to send out their SIM. What's more of a problem that they were totally incommunicado for five days.

As @savergrant has said, it's probably best to order any SIMs first and only add the required bundles once they're safely delivered.

savergrant

I suspect part of the issue is that they are not standalone, but rebrand nowmobile sims.  Not sure exactly how that works and how they add bundles to sims.

alanjones60

savergrant said:

I suspect part of the issue is that they are not standalone, but rebrand nowmobile sims.  Not sure exactly how that works and how they add bundles to sims.

You on about now mobile,iv had no trouble at all with RWG,except i cant get them to take money for the bundles,iv bought for spain,£25 i owe them now,for bundles from june and september,e mailed,had a reply, thanks for telling us,and still no deduction in credit,perhaps they not telling nowmobile to deduct it

savergrant

Did you pay on rwg website? Or by calling?  I don't really understand how rwg process bundles from account credit when you contact nowmobile to check your balance.

alanjones60

Both times texted the bundle code to 669