Spusu Customer Service Feedback

dwainpipe

I noticed on the main site there is 'too little feedback' on Spusu for a rating.  I've been with Spusu for 6 months on a rolling 1-month unlimited SIM only at £29.90/month, for data only use in my 5G router.

It's been a great experience.  Good internet speed, solid connection, no drop-outs.  I'm in a Vodafone only 4G service area (nothing else available at all), so picked Spusu for the best value unlimited data service.

I've been in touch with their customer services this week via Whatsapp, to enquire about pause/cancelling the service for a few months.  

I had replies with a couple of hours and they gave me good advice, so a positive experience.

Wanted to put it in the forum so that Martin et al can pick up on it and update the SIM only deal page.

d123

I’ve had very good service from them as well, via email and WhatsApp.

d123

dwainpipe said:

 I'm in a Vodafone only 4G service area (nothing else available at all), so picked Spusu for the best value unlimited data service.

By the way, as an FYI, Spusu is an EE MVNO 

Smudge's_Lot

I started my Spusu contract on 02/09 but they would not allow me to give them a PAC code at the buying stage from Lebara as they said it was too difficult and that if I bought a new number from them and then use the PAC code, that would work better.

However, 3 weeks after starting they still could not transfer my number from Lebara. I was using the WhatsApp chat which does work well, though you do not receive instant replies.

After a chat about how long it would take to transfer my number, they have said that it could take weeks. I explained that I wanted to keep my number and that the Spusu one they gave me was of no use to me.

They have agreed to cancel my contract and refund me the initial cost which they have done.

So just a warning if you are trying to use a PAC from Lebara, Spusu cannot seem to do it.

frankst237

Hello, ref the post by Dwainpipe and using the spusu SIM in a router.  I have a supposedly unlocked Three 5G router (that does work with other providers so I guess it is unlocked) but trying to get the spusu SIM to connect when in the router, simply no go.

I have tried manually configuring the APN (both the "auto" default one and then adding a second, specific one) with no success despite using the recommended spusu APN settings (APN = web and name = spusu).  In the router ADMIN pages it simply says that the connection is down.

If Dwainpipe (or anyone else who has succeeded) can help me out with any specific / clever settings that they used it would be very useful please.

Thanks, Frank

flaneurs_lobster

I wonder if Spusu are having a huffy about using their SIM in a router

From https://www.ispreview.co.uk/talk/threads/spusu-warning.42589/ October this year

"I am emailing you on behalf of your usage for the month of October. All of our plans are for personal and non commercial use in mobile handheld device only. Your sim card should not be used as an alternative to home broadband. In this case since we have noticed that you are using the device within a home broadband router we still want to offer you the opportunity to remove it from the device and to use it within a device which falls under our Terms & Conditions.

If we notice that there are no changes in the next 48 hours. We reserve the right to investigate your usage, protect our network by imposing controls on your connection, suspend our services or disconnect your plan.
You can find the following information within our Terms & Conditions document which is available on our website under the legal section. www.spusu.co.uk/legal"

There's some further discussion there as to the legality of this restriction but that's not going to aid your immediate requirement for connectivity.

Frozen_up_north

From Amazon there are unlimited data SIMs on EE and others, on a pre-paid non contract basis. Cost works out around £14~£15 per month. Note unlimited may be capped at around 500 GB per month, depending on network.

These SIMs are from Scancom and are for “business use” only, in practice anyone can buy one. I have been using their EE cards in a couple of TP-Link 5G routers for a couple of years, I’m on my second set of SIM cards and no problems at all.

kwackerjeff

I bought a phone in their supported list and started with them, but could not get the wifi calling working which was very important as living in the sticks we have no indoor network coverage at all from any network.
After 6 weeks of them telling me they would get it working I had to cancel, was still running original sim so still had my number and wifi calling.
My supported phone has now been removed from the list.
Customer service was always quick to answer and saying they would get it chased up but nothing happened.
Phone was Xiaomi Redmi Note 13 Pro 5g.

Walter_Mitty23

Just today I've become a SPUSU (EE MVNO Network user) following a shortlisted selection of mobile providers. Experienced a speedy bill and SIM card delivery but looks like they're falling desperately short on good customer experience when it comes to post sales service. Issue seems to be that it's taken, so far, 5 days and still no fix for the voicemail service. 

Proudly advertised as being able to upload your own "personalised" voice mail prompt it seems that it doesn't work. Disappointing too that the general attitude from "Customer Service" is that after 4 days of not working they don't know when it will! No commitments , ETA of a fix or even fault reference and progress updates .... Poor service all round. Apparently I'm the only one with the issue! Looks like "The elation of a low price will be forgotten as poor support sets in"!