RWG's New Website, Plans and new Charges

Phones4Chris

RWG's new site has been up for a few days now and several of us have been having a few issues with a variety of things, so I thought it a good idea to start a new thread rather than have spurious comments spread over two other RWG threads.

Logging in was my first problem. Although it obviously recognised my email address and identified my (main) number and sent the Text verification code, I never got the Email Verification code. I tried a few times. Eventually I phoned CS and that got sorted as they gave me a code for the email whilst I was on the phone and trying to log in. That sorted, log-in after has been ok.

A number of other users have had similar problems some of whom had previous registered on the NOW App which may have had a bearing on the issue! Eg. -
@alanjones60 when you say they didn't recognise your original email address , did you still get the text code on the phone?
Did all your details and balance transfer correctly with no loss of balance when registering using another email?

Several of us have got more than one SIM, and when trying to add another to the account, a Text Verification Code is sent which is 123456 and when entered says Invalid. This is obviously a bug which RWG will have to fix, an agent I spoke to yesterday said there were No Bugs !! I will be phoning CS again later about that one.

@2010 It seems my free bundle ends on 7th August.Looking at the plans the £2 a month would probably do me (750mb, 100/100) for RWG.It says you get a new SIM and then request them to port your current number.

The agent I spoke to said that shouldn't happen -
IF you are logged in to your account BUT you can't order it as a separate thing until the existing Plan has expired
OR you should be able to set up Auto Renew under "My Subscriptions".

On the Plans page, all the Plans are Dimmed IF you currently have an Active Plan however -
On the Home page 3 plans are appearing on mine - Basic Flex, Data Torrent Flex and EU Roam Basic, they aren't dimmed so whether they can be added "in parallel" with an existing plan, or whether they'd generate another SIM I don't know, I'm going to ask when I phone.
In a similar vane, IF you burn all your data on your existing plan, then supposedly -

You can easily purchase a data add-on or renew your plan early directly from your RWG Mobile dashboard

BUT there aren't any Data Add-on plans showing at the moment @alanjones60 's mysterious 200GB for £5 which disappeared could have been one but obviously was in error. I did ask the agent about these and was told that some updates to the site are coming to include those but no date yet promised! (How long might we wait?).

When you go and look at the "National" Rates via the link at the bottom of their webpage it now says the calls to Landlines are 10p/min and Other mobile networks 15p/min - NOTE - these are "overage" - out of bundle/plan charges - they used to be 5p/min. Texts and calls to other RWG numbers are now free. I've had No Email or Text to tell me about the change of Charges - has anyone else had notification?

Lastly, for now! I tried to set-up payment by PayPal but when it came to verification on PayPal for the payment from my Bank account it showed as $0.00 and it came back as card not available - showing fine in the PayPal account on a normal log-in there. The Agent said this was a PayPal problem not their site wrongly billing in $. Hmm, we shall see I shall speak to PayPal later.
Anyone else had a similar problem?

Acer321

I'm getting "123456" when trying to add an additional SIM, too. There is definitely a problem with their system.

The 200GB plan for £5.00 seems to be an error on RWG's side.

Phones4Chris

One other BIG issue for me, last year I had a Data Add-on bundle whilst I was away in West Wales and although it couldn't be paid for on the website by the credit on the account, a CS Agent was able to do that for me.
I asked if that was still going to be possible as paying from account credit was still not an option on the website, the agent said No it wouldn't be possible. I'm not amused as I have £17 credit on the account. It seems there is now little point in having large credit on the account unless you go over your plan limit excessively!

alanjones60

You can still pay for extra bundles with your credit,when on holiday, i buy the 5gb bundle.

The buy by text still works,so by texting ukrwg5 to 669 gets me 5gb,for 30days and my credit balance goes down by £5.

I screenshotted the bundle codes,from the old rwg website.

Phones4Chris

https://forums.moneysavingexpert.com/discussion/comment/82021106#Comment_82021106

From what you've just said, I assume you've done that since the new website has been up?
(And of course I don't think it's mentioned anywhere on the new website but I'll go searching).

alanjones60

I went to wales 18th may

Dont know when the new website started,but i can still text info ukrwg5 to get balance on mbs left, so i imagine it should still work.

Will find out on 21st june,when i order another 5gb bundle by text

Bob_Uppendown

My freebie finishes on 19th October. I only really use that number for incoming calls, so it looks like I'll be able to stick a fiver on as a top up and carry on using it as I have been.

Phones4Chris

Some updates - I phoned CS again last week

1) to sort out the adding of extra SIMs because the validation codes sent (123456) were invalid. Once logged into "My Account" and the phone with the SIM switched on, go to add it and the invalid code arrives on text, the CS agent can then give you a valid Validation Code. Entered it and all worked ok.

2) Still no Data Add-ons, no date yet known when they'll appear. The agent did say that when they appear, you should be able to buy them with your credit. (So I'll wait and see!!)

3) Beware - I mentioned in the opening post that all the Plans showing on the Plans page were showing "dimmed" because I currently have an active plan (a Teaser - the freebie each month) but on the Home page there were 3 plans Not dimmed. IF you were to select one of those, the agent seemed to think that you'd have a choice of being Sent another new SIM, or "Adding" it to your current one BUT it won't be "Adding" it will replace your current Plan and as it's the Freebie Teaser, you would not get that back again !!
So I haven't tried it as my Teaser doesn't expire until August 2027.
It will be annoying if I need extra data and the Add-on plans have not appeared.

4) Log-in issues. If you aren't getting the email Verification, and the system has recognised your SIM so you do get the Text verification then phone CS. They will give you an email verification whilst you try to log-in again and get the Text code but not the email.
He did say there was a possibility that if you try re-registering with a new email address you MAY lose any Plan you had. No certainty either way . The best option is to phone CS and give them the email address you used and/or the phone number if it's not recognised.

5) My Credit balance mysteriously went down - when it shouldn't have as I'd only been my bundle prior to it renewing. Another user also had a similar issue (mentioned in the other thread). Also I hadn't used anything since the Plan renewed. In "My Account" the History section was showing nothing either (similarly for the other user). Clicking on the 3 vertical dots on My Plan in the "My Subscriptions" page, the View Details showed no usage either. CS said I'd been incorrectly charged for a call and the credit was restored.

6) Despite usage now since the Plan renewed, History still shows nothing, Click on the Plan 3 dots etc to get the detail which does show. The red "circle" is only related to the data usage.

7) Trying to add a PayPal payment, as previously mentioned it showed as trying to bill $0.00. I had several exchanges with Paypal about this and they said it was NOT a Paypal issue (the account currency is set in £) it was RWG requesting the $. So I've not tried again since.

8) Both CS agents I've spoken to recently, advised that for all these various issues that the agents can't resolve, ie. no Data bundles, paying out of credit, setting up Paypal problems , lack of History, Invalid codes for SIM adding, *669# not working, no notification via Text or Email about the change in "overage" (out-of-bundle) charges, & etc. one should email support@rwgmobile.wales it should then be dealt with by the back-office teams. Hmm, we'll wait and see.
@Stompa the Email Us link at the bottom of the webpage will just open a new email in your default email app if you have one set up, otherwise you probably get the error you mentioned before.

Phones4Chris

Just to add, since CS sorted out the lack of email Verification code, see 4) above, log-in has been ok.

ScratchyCat

Thank you for update.

I will try ringing them monday re my missing money and about adding my other sim. Really I shouldn't have to.

Im sure enough people have probably already rung. There updated sites been live long enough this should have been sorted by now.

There system should have been properly tested before being made live. Whilst not fully linked in with Now Mobile. When Now made there system live they found flaws reading the comments online. RWG should have learnt from this and it should have dealt with flaws before there updated site went live. I could be wrong and as others have pointed out, there sites are very similar, so probably done by same developers. RWG could have saved some bother.

I know they hit a bad spell last year reading all the comments. There poor CS team must have been having mental health breakdowns with all the flack. I've worked in a similar office environment in CS role and the calls were awful. So I have some compassion. Much of it is out if CS hands and a management level issue.

I was going to just let them work through the site fixes, but now I find I have unexplained monies missing that is warranting them a call. Apologies in advance to the CS Team.

mnbvcxz

Hmm I had an account with rgw for years but it never obviously did anything. Relogged in and it asked for a new password and then codes to mobile and email which worked.

I now show two teaser plans, both 750mb ones. One expires june 2027 and the other on july 2029. They both show identical usage figures. So I don't know what that's about but pleased they don't seem to be closing.

My credit is down from the original £15 to about £10 which I suspect I accidentally purchased a something when trying to check the balance… Still not too bad for three or so years use.

Oh the history bit remains blank. But I can check my basic allowance usage by clicking the three dots on the plan, so thank you for that tip.