RWG terminating all users on e-sim's without warning - zero notice cut off

not2plan

My partner received a PAC code yesterday out of the blue.
Alarm bells started as all the reasons that you look for this happening suggest it's part of "sim swap fraud" so whilst trying to contact RWG, a pointless exercise it seems, she went around changing all her passwords and 2FA contact number.

The PAC code wasn't just a you've got 30days, it also said that outgoing voice, text and data would cease with immediate affect. Not only that, but it turns out incoming is also dead so the number have effectively been put out of service with no warning and without her permission.

Finally managing to get hold of RWG this morning via chat, they or their AI bot said that ALL customers with e-sims are being immediately issued PAC codes as they are moving away from servicing that business model.
No warning.
No email.
No sms to explain, just a PAC code with ominous message.

They even took the money off two days ago for another month's rental !!
Which will be reversed via the bank in due course.


Therefore a warning to all on RWG; it seems you'd better leap before they kick you off.
They are a dead network walking.

She's now got a new SIM with a different provider and has to wait till the PAC code is implemented so effectively cannot receive calls from anyone that had her number until that is hopefully actioned shortly.

Disgraceful behaviour by RWG and a complaint will be going to ombudsman and compensation sought. Will be checking T&C for breach of contract.
This could have been handled better by them and much more reasonably with a simple automated sms and even a week's notice.
I guess they just wanted a month's rental for free.

QrizB

It might be wider than that.

I have a physical SIM - one of RWG's 5-year deals. I've received a similar SMS from Gamma telling me that outgoing service has been suspended and that my account will be terminated in 30 days.

They've also given me a PAC code, which I'll use once I pick a replacement MVNO.

muffinhead

According to this ISP Review thread Gamma stopped working with RWG back around March / April so perhaps they are tying up loose ends with the remaining RWG customers.

Phones4Chris

I was wondering if this was only affecting those with SIMs that were using  Gamma.
Whilst there've been the odd tech issues, it seems those with the RWG/NOW/EE SIMs are unaffected.

Bob_Uppendown

I've got one of the free 50/50/750 SIMs. Outgoing and incoming voice calls have all stopped, plus mobile data isn't working.
I can still send and receive SMS, but I guess that'll be going next.

Beachcomber_252

I'm on the 50/50/250 £5 freebie, and calls are still working for me at the moment.

I found that setting my phone to 2G only mode cured the problem of calls only working intermittently.

I've tried the sim in two phones from different manufacturers and from 9 years apart. On both phones, calls fail about 50% of the time went set to 4G/3G/2G auto mode.

It's as if their network fails to switch the phones over automatically from 4G to 2G for calls. 

Yes, it's a pain having to switch my phone back to 4G if I want to use mobile internet, but it's very rare that I need to do that, as I only have 250 M/b to use each month.

Phones4Chris

Bob_Uppendown said:

I've got one of the free 50/50/750 SIMs. Outgoing and incoming voice calls have all stopped, plus mobile data isn't working.
I can still send and receive SMS, but I guess that'll be going next.

That should be using the NOW/EE network. Have you tried ringing Customer Service on 669? It's managed by Nowmobile (as it always has) which is the service RWG use. If that doesn't work you can ring 0207-871-7669 from any phone, obviously have your mobile number (and maybe SIM card number handy just in case). Had you previously made a call or sent a text in that 90 day period?
As detailed in some of the previous RWG threads recently, they've fixed peoples' problems such as those similar to you.
My 100/100/750 is still working fine.

Beachcomber_252 said:

.........

It's as if their network fails to switch the phones over automatically from 4G to 2G for calls. 

Yes, it's a pain having to switch my phone back to 4G if I want to use mobile internet, but it's very rare that I need to do that, as I only have 250 M/b to use each month.

It'll likely be a combination of phone not switching over in a timely manner as well as the network. I have that problem from time to time usually when the 2G signal is not very strong, BUT it is not just an RWG issue, it can happen with any phone/MVNO that doesn't have VoLTE when it's connected to 4G.

Bob_Uppendown

Phones4Chris said:

Bob_Uppendown said:

I've got one of the free 50/50/750 SIMs. Outgoing and incoming voice calls have all stopped, plus mobile data isn't working.
I can still send and receive SMS, but I guess that'll be going next.

That should be using the NOW/EE network. Have you tried ringing Customer Service on 669? It's managed by Nowmobile (as it always has) which is the service RWG use. If that doesn't work you can ring 0207-871-7669 from any phone, obviously have your mobile number (and maybe SIM card number handy just in case). Had you previously made a call or sent a text in that 90 day period?
As detailed in some of the previous RWG threads recently, they've fixed peoples' problems such as those similar to you.
My 100/100/750 is still working fine.

Beachcomber_252 said:

.........

It's as if their network fails to switch the phones over automatically from 4G to 2G for calls. 

Yes, it's a pain having to switch my phone back to 4G if I want to use mobile internet, but it's very rare that I need to do that, as I only have 250 M/b to use each month.

It'll likely be a combination of phone not switching over in a timely manner as well as the network. I have that problem from time to time usually when the 2G signal is not very strong, BUT it is not just an RWG issue, it can happen with any phone/MVNO that doesn't have VoLTE when it's connected to 4G.

It's working again now, apart from mobile data, with no input from me. 

Random. 

not2plan

Interesting that so many other people are having problems.
Im wondering, were any of you notified of being cut off before it actually happened as I'm sensing that it was a surprise to you all too ?

Phones4Chris

As far as we can tell it's only those with e-SIMs (exclusively on Gamma AFAIK?) that have been "cut-off" which apparently happened March/April.  That's when Gamma said that RWG were no longer partnering with them.

savergrant

Phones4Chris said:

As far as we can tell it's only those with e-SIMs (exclusively on Gamma AFAIK?) that have been "cut-off" which apparently happened March/April.  That's when Gamma said that RWG were no longer partnering with them.

Rwg website is now back up and still says sims are powered by nowmobile and 3.