Tesco Mobile

Ondiek

I am on a £10 rocket pack since 2022. Each month I get a text message to tell me the Rocket Pack is going to renew and I get debited £10. Last week I was in the ALPS, and perhaps outside the network area when the renewal took place. So the renewal did not take place. Instead i used up the £10 of Top Up that I had for calls that are outside my plan. When i called Tesco Mobile they explained that the renewal did not take place and gave me a "free" rocket pack for the month. But when I asked how this could have happened, I did not receive a satisfactory answer. I am thinking that surely Tesco must have a back up process if they are not able to reach someone's phone? What would happen if my phone was switched off for a few days? Can anyone help explain this please? thanks

Mark_d

I'm not with Tesco mobile but I do have a 'pack' that renews each month.  I've never had a problem cause by being abroad or with no signal.  My pack even renews when the phone is switched off.

PHK

Ondiek said:

I am on a £10 rocket pack since 2022. Each month I get a text message to tell me the Rocket Pack is going to renew and I get debited £10. Last week I was in the ALPS, and perhaps outside the network area when the renewal took place. So the renewal did not take place. Instead i used up the £10 of Top Up that I had for calls that are outside my plan. When i called Tesco Mobile they explained that the renewal did not take place and gave me a "free" rocket pack for the month. But when I asked how this could have happened, I did not receive a satisfactory answer. I am thinking that surely Tesco must have a back up process if they are not able to reach someone's phone? What would happen if my phone was switched off for a few days? Can anyone help explain this please? thanks

Renewals take place regardless of if your phone is even on. There will be another reason why it didn't renew. 

jaybeetoo

I was in Spain when my Rocket Pack renewed.  Where you are shouldn’t make any difference.

Ondiek

Thank you for your responses. looking back at the text messages, I found a message from Tesco Mobile saying "Sorry, something didn't work, so we couldn't apply your £10 Rocket pack. We haven't taken any money for it. Please try again a bit later." This was rather unsatisfactory, as I am not sure what trying later was supposed to mean, since I didn't "try anything" in the first place. But I do know what to do now if it happens again. I just think that Tesco could have been more forthcoming when i called them. They offered no explanation of what happened at all or even that they had been at fault.