Lebara nightmare: number not working for over 2 months

ThinkResponsibly

I'd like to share my experience switching to Lebara after seeing their cheap deals being promoted quite heavily on this site.

Almost three months ago I switched to Lebara using an MSE-blagged deal. After transferring my old number I found I could no longer make or receive calls and texts unless I was at home and had Wifi Calling enabled. Mobile data continued to work at all times.

I spent weeks chasing their customer service about this and found them to be absolutely useless. Each time I was forced to re-explain the problem and go through the agents' tedious instructions ("check network settings" etc.) before being promised a resolution which never came. Frequently I was asked to telephone for help and had to explain that I couldn't make any calls.

I noticed my Lebara eSIM's label had the text "vf nl" which I assume means "Vodafone Netherlands". I told agents this several times and was ignored.

I left several negative TrustPilot reviews and was asked to contact their escalations team. I did, but it made no difference. Most recently I asked for a deadlock letter so I could complain to the Communications Ombudsman but my request has been ignored.

All of this is to say I would absolutely steer clear of Lebara. They might be cheap, but is saving £2 per month worth your sanity and your time?

P.S. This is not the first time I've had issues with Lebara. Many years ago I switched to them and had my number lost during the porting process for over a week. Serves me right for giving them another chance, I suppose?

JSmithy45AD

My experience is that it went without a hitch.

sheslookinhot

Lebara has provided a good service for 2 mobiles in the family. No issues.  I suppose it’s only when you have a problem and how it’s dealt with that you see the real measure of customer service.

JSmithy45AD

ThinkResponsibly said:

I'd like to share my experience switching to Lebara after seeing their cheap deals being promoted quite heavily on this site.

Almost three months ago I switched to Lebara using an MSE-blagged deal. After transferring my old number I found I could no longer make or receive calls and texts unless I was at home and had Wifi Calling enabled. Mobile data continued to work at all times.

I spent weeks chasing their customer service about this and found them to be absolutely useless. Each time I was forced to re-explain the problem and go through the agents' tedious instructions ("check network settings" etc.) before being promised a resolution which never came. Frequently I was asked to telephone for help and had to explain that I couldn't make any calls.

I noticed my Lebara eSIM's label had the text "vf nl" which I assume means "Vodafone Netherlands". I told agents this several times and was ignored.

I left several negative TrustPilot reviews and was asked to contact their escalations team. I did, but it made no difference. Most recently I asked for a deadlock letter so I could complain to the Communications Ombudsman but my request has been ignored.

All of this is to say I would absolutely steer clear of Lebara. They might be cheap, but is saving £2 per month worth your sanity and your time?

P.S. This is not the first time I've had issues with Lebara. Many years ago I switched to them and had my number lost during the porting process for over a week. Serves me right for giving them another chance, I suppose?

BTW, why leave "several negative TrustPilot reviews"? Was one not enough for you?

ThinkResponsibly

JSmithy45AD said:

BTW, why leave "several negative TrustPilot reviews"? Was one not enough for you?

Honestly, no. When you're without your mobile phone number for several weeks and their "TrustPilot escalations team" don't do a single thing to help you, it's worth letting people know.

I must have re-explained my issue no less than 6 or 7 times over a two-week period. Nobody at the company has a clue when it comes to eSIM issues. Please don't try to defend them.

JSmithy45AD

ThinkResponsibly said:

JSmithy45AD said:

BTW, why leave "several negative TrustPilot reviews"? Was one not enough for you?

Honestly, no. When you're without your mobile phone number for several weeks and their "TrustPilot escalations team" don't do a single thing to help you, it's worth letting people know.

I must have re-explained my issue no less than 6 or 7 times over a two-week period. Nobody at the company has a clue when it comes to eSIM issues. Please don't try to defend them.

I'm not "defending them", I've just stated my personal experience with them, which has been flawless. Trustpilot BTW is a total waste of time, it's almost exclusively used by people to have a whinge.