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.

2010

https://forums.moneysavingexpert.com/discussion/comment/82107881#Comment_82107881

There should be an expiry date for your free bundle.

It's usually five years from when you first got it.

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