RWG's New Website, Plans and new Charges

alanjones60

https://forums.moneysavingexpert.com/discussion/comment/82107736#Comment_82107736

Use now mobiles live chat. Very helpfull and quick to answer

BigBlueSky

Thanks for the reply and suggestion of Live Chat.

Now Mobile/RWG are telling me on live chat that they are not free-forever plans and were for 5 years. I can find no mention of this on my original e-mails. Was this the case? - All I Have is an email saying it will renew every month until cancelled.

ScratchyCat

When I had issues a couple of months ago I rang CS and the one issue was resolved straight away over the phone. The other issue at the same time they told me to email. Got the impression they didnt want to know. Ive never had a response to my email. I would try ringing CS. It maybe easily fixed over the phone.

MSEPete

https://forums.moneysavingexpert.com/discussion/comment/82107761#Comment_82107761

Perfect thanks - possibly I could have used my original e-mail since they could not find an account with it, but yes putting in a new e-mails address and my existing phone number at the account creation webpage has created an account with the dashboard I would have expected to see.

MSEPete

https://forums.moneysavingexpert.com/discussion/comment/82107840#Comment_82107840

No. I have a screenshot of the original web page- (unfortunately a bit truncated - the conversion to PDF lost some words :-(. But if you go to the internet archive then you can see what it said back in 2022 (which is when I took out my SIM). If you go to the Internet Archive, then you can see the webpage that was active when you signed up. If you use the timeline at the top you can find the page active when you signed up (the archive has hoovered up many websites over the years and you can see the different pages at different dates). I can't post links as I've only just joined the forum. This is the Internet Archive website www dot archive dot org. The URL you can to load from there is www dot rwgmobile dot wales slash mobile-sim-card-t-c

The relevant wording (for the offer I got) is "50 mins/SMS & 250MB offer To qualify for the offer above you must make an initial top-up of £5. This will remain as credit on your account and never expire. Your bundle of mins/SMS and data will be added your SIM each month until you cancel the bundle, port your number away from the network or your SIM becomes inactive in line with the conditions below. ". No mention of five years in there and they have never communicated that to me.

There are two clauses that they could use to change that though:

• We can change or update these terms at any time.
• If we make a change to these terms which makes things materially worse for you, we will tell you about the change and publish details of it on the Website. If you do not want to accept the change(s), you can end this Agreement by telling us in writing and stopping using the Services. You can then also claim a refund of the unused credit associated with your Account. Any claim for a refund under this paragraph 10 c) must be made in writing to us within 60 days of the change coming into effect. If you continue to use the Services after 60 days from the date the change came into effect, we will treat that use as your acceptance of the change. 
• All changes will be posted on the Website; it is your responsibility to regularly check the Website for changes affecting the Services. 

So it is entirely possible that at some point they posted on the website that there was a five year limit and by continuing to use the SIM we have all accepted that. They should be able to prove that though (otherwise they have not changed the terms) and if they say when and where it was published hopefully there will be evidence in the Internet Archive.

alanjones60

This was the original terms for the free bundle of £15 one off payment

MiserlyMartin

Hello guys. I have registered for the new website. My old email did work to log in but they wanted a new password set to log in to the new site and a code texted to the phone AND the email to log in Upon logging in, changing password and checking my allowance it is telling me that my "UK Teaser" is expiring 1 Sept 2026. So what will happen then? Not only that - my £15 top up balance has disappeared. Is it possible that in some some months I might have used up my 100 mins and started to use the £15, so that's how its gone? (There is no history of the original top up shown)

Anyhow, like many have said, there was never any mention of a 5 year expiry of this top up deal, mine was ukwrg1. Even if the 5 year expiry thing is true, I checked my order date and email (which does not mention any expiry of course!) Here are the relevant points:

"This e-mail confirms that we have received the order you placed at xx:xx
on 21/10/2022. The details of your order are shown below:

Items in order

1	FREE 100 mins, 100 SMS plus 750MB data • RWG Mobile number (new customers leave blank): 07xxxxxxxxxx	£15.00

So, 5 years would be 21/10/2027 not September 2026! So should I be worried about this date on the website, or will it just auto renew and the date should be ignored»??

Looking at other posts here from whom have been losing data or not getting their allowance, I did notice that I wasn't getting my data allowance recently but it seems back now this month. The info text has not worked and gives the IP address and timeout error, texted back.

MiserlyMartin

https://forums.moneysavingexpert.com/discussion/comment/82097181#Comment_82097181

That's a good sign then, if that's what it does. I will log in and see what it says next month.

alanjones60

Update for my free 100 100 750mb bundle.

It did not renew on my main number,so for the sake of £2 a month, i wont complain.

My other rwg number did renew,but not with the original 50 50 250mb, it renewed,for free, to the 100 100 750mb.

How does this happen?

kfsimpson

If the original ‘Teaser’ plan with the monthly free mins/texts/data was for a maximum of five years, has anyone confirmed whether the current £2/£3.50 Teaser plans will also be time limited? No mention of an expiry date in the Ts and Cs on the website. I can’t see an answer in this forum.