Do not be tempted by cheap Lycamobile deals - AVOID

macbreath

Since it was MSE that put me onto Lycamobile last year as a cheap O2 alternative I think it's only right that I warn users here of my experience.

In short, I've had my phone number for about 25 years on pretty much all providers yet Lycamobile have lost it, blocked me and rendered me provider less.  It feels like one of those movies where you've been unpersoned but the authorities don't listen.

About 5 days ago I woke up to a text saying overnight someone had requested a one time passcode to access my account.  By the time I read it my SIM was dead. No signal, could not even search or register providers.

Lycamobile have been worse than useless, extremely rude staff who hang up on me and totally incompetent.

I cannot pass their security verification anymore due to the hack, so they refuse to discuss the account.  It should be simple to check the account was registered to me 5 days ago but no.  I have submitted proof of purchase, number, SIM etc but all is ignored.

Complaints and customer services both give generic copy/paste responses and if you eventually get an agent you have to start explaining right from the start and go through all their canned troubleshooting everytime. Most barely speak English and are hard to understand.

The last guy said my case number was closed so just hung up.

Of course I'm leaving but still making vain attempts to salvage my number before finally moving + making sure I shout out on every possible medium to help make sure others don't make the same mistake.

I cannot foresee them being in business for much longer so definitely pay a couple of pounds more for a reputable company if you don't want to pay in the long run.

PHK

I agree, even before the ransomware attack (caused by their poor internal security) their customer service was absolutely useless and shocking and chaotic.

For example, things go wrong occasionally with every network but Lyca just dont have the customer service to sort it. 

Unless it's a trivial question they will hang up or disconnect. The advice they give is nearly always wrong. Their complaints process is not followed (as you have found). 

I really don't understand why MSE keep promoting them. The harm that has been done to MSE members (as evidenced by the many many warning threads) is such that I think MSE should take some responsibility.

AW71

Maybe Lyca aren't a great option? But I swapped my daughter to Lyca for a cheaper option about 3 months ago and to be honest everything went to plan including keeping her old number.

cherryade44

macbreath said:

Since it was MSE that put me onto Lycamobile last year as a cheap O2 alternative I think it's only right that I warn users here of my experience.

In short, I've had my phone number for about 25 years on pretty much all providers yet Lycamobile have lost it, blocked me and rendered me provider less.  It feels like one of those movies where you've been unpersoned but the authorities don't listen.

About 5 days ago I woke up to a text saying overnight someone had requested a one time passcode to access my account.  By the time I read it my SIM was dead. No signal, could not even search or register providers.

Lycamobile have been worse than useless, extremely rude staff who hang up on me and totally incompetent.

I cannot pass their security verification anymore due to the hack, so they refuse to discuss the account.  It should be simple to check the account was registered to me 5 days ago but no.  I have submitted proof of purchase, number, SIM etc but all is ignored.

Complaints and customer services both give generic copy/paste responses and if you eventually get an agent you have to start explaining right from the start and go through all their canned troubleshooting everytime. Most barely speak English and are hard to understand.

The last guy said my case number was closed so just hung up.

Of course I'm leaving but still making vain attempts to salvage my number before finally moving + making sure I shout out on every possible medium to help make sure others don't make the same mistake.

I cannot foresee them being in business for much longer so definitely pay a couple of pounds more for a reputable company if you don't want to pay in the long run.

Can you explain exactly what you are saying, is it that your account was hacked and then blocked by Lyca,what do you mean Lyca has lost yout number. Is it possible for someone to clone your number and receive a OTP or have you received a OTP and entered into a fake site, sorry if I sound confused, I am

TMSG

PHK said:

I really don't understand why MSE keep promoting them. The harm that has been done to MSE members (as evidenced by the many many warning threads) is such that I think MSE should take some responsibility.

This^

I think you have a very valid point there. MSE is normally a trustworthy source for many money-related things but why they keep recommending Lyca is hard to understand. These things are a matter of trust and if enough people get burned then it hurts that trust.

macbreath

@AW71 I did the same. Everything went well for a year until it didn't.  Then I found out the true cost of dealing with such a company.

@cherryade44 I presume the hacker accidentally pushed the OTP option first because I received a text message (while I was asleep and not using my phone), but then used the hacked password to access my account.  If I hadn't received the text I wouldn't have been so sure about why my SIM stopped connecting. 

If you dial my number now you get the message that my number is not in service, which shows it's at network level, not just the SIM in my phone.  I have no idea if the number was used briefly for criminal purposes then blocked, or if it's just a 15 year old hacker messing with people for the fun of it.

Lyca say the SIM logged on my account now does not match the actual SIM I have in my possession.

BeerSavesMoney

macbreath said:

@AW71 I did the same. Everything went well for a year until it didn't.  Then I found out the true cost of dealing with such a company.

@cherryade44 I presume the hacker accidentally pushed the OTP option first because I received a text message (while I was asleep and not using my phone), but then used the hacked password to access my account.  If I hadn't received the text I wouldn't have been so sure about why my SIM stopped connecting. 

If you dial my number now you get the message that my number is not in service, which shows it's at network level, not just the SIM in my phone.  I have no idea if the number was used briefly for criminal purposes then blocked, or if it's just a 15 year old hacker messing with people for the fun of it.

Lyca say the SIM logged on my account now does not match the actual SIM I have in my possession.

I’m not sure on exactly what was exposed as a result of the Lyca hack but if any other accounts use the same password then change them immediately.

It’s terrifying now how many companies use mobile numbers for multi factor authentication and the damage that could be done if some has access to your number and/or username and password details. 

MiserlyMartin

I ordered a 45p a month new customer promo esim and I never got the QR code in the email to set it up. Called them, they said give 24 hours for one to be sent, but had no email. I'll have to phone them again, but they take a long time to answer and they don't seem very helpful

MiserlyMartin

I've been told by the third agent I've spoken to in the past week that they have systems down and big problems issuing e-sim QR codes and to wait until tomorrow (Monday 27th) when they will start to work on the backlog of QR codes to issue to people. If this is true, there must be a whole load of annoyed customers out there, but there seems to be no mention of it on this board

MiserlyMartin

I duly got an email containing the QR code on Monday by the way

HHUK

My issue isn't related to the network, e-sims etc, but yesterday I noticed that on 24/03/2024 Lycamobile took £5.85 from my credit card after I had disabled the auto renew and top up features. Their app confirms that I have a credit of £5.85, but no active plan.

The customer services agent advised in the course of our online chat that

'as per checking the bundle has a usage and we can not cancel the bundle and give you a refund  ...  if you still insist. I can still escalate the request for the refund but its subject for approval and it will take 5 to 7 working days'

I only took out a cheap 99p per month MSE blagged plan initially to see if I could resurrect the other half's deceased Samsung phone. I confirmed I would like the matter escalated and await developments.