Lebara Group  レビュー 283

My account with Vodaphone was coming to an end and Lebara was the cheapest alternative and also used the Vodaphone network. I received confirmation of my order on 13 Aug. On 15 Aug I received confirmation by email that my Lebara SIM was now active. On 16 Aug I received an email saying my number had been successfully ported in to Lebara. It had not been. I called Lebara and explained that my number had not been ported in. They took the details and said it would take 48 to 72 hrs. It did not happen. I called again and was told that the previous call had not been acted on but that this call would be. 72 hrs later the number had still not been changed. When I called the third time, I was told that the previous handler had got the number wrong but this time it would work. On 23 Aug I had received an email with the number I wanted ported-in in the header and asking me for feedback. My old number had still not been ported in so my feedback was quite scathing. Today, 30 Aug, I called again and was told that this had been escalated (implying it had not been escalated before?) It has been over two weeks since I changed to Lebara and people who call my number are being told that the number is not in use. I will have to call all my contacts and tell them to try both numbers until the port in is solved. They are cheap so I suppose you get what you pay for. It is just as well this is my social phone and not my work phone.
Update on 2 September. Over the weekend the temporary number that came with the sim stopped working so I now have a mobile phone that has no number and can only be used over wi-fi on my home network or work network. Called Lebara again and was told I would receive a call back from the engineer to fix it. 5 hours later, I am still waiting for a call.
Update 3 September. Did not get a call back so called Lebara again and was told that the issue would be resolved in the next 48 - 72 hours. 3 weeks without my mobile phone now. I am staying with this out of curiosity now to see how long it will take. I feel sorry for the people answering my calls as they all have the same script but must know that after 6 calls there is nothing they can say that will inspire confidence.
Update 5 Sep: I still cannot use my mobile phone. I called Lebara again today and was told, again, that my issue has been escalated and they are still trying to get my number associated with my SIM. This has become truly amusing for me listening to each handler trotting out the same mantra, "This will be fixed in the next 48 - 72 hours." For fun, I asked to speak with a supervisor but none were available. Due credit to the handlers for sticking to the script even although both they and I know that 3 weeks to have a number ported in is just unacceptable. I have to believe that my situation is unique because no business could survive if it was this incompetent with a lot of customers. I wonder if it will ever get fixed?
Update 06 Sep: Still no number on the SIM.
Update: 9 Sep: Contacted Lebara again and was told by SHASHI that she would call me back before close of play today. This sounds promising but I am still going to keep this going as I think I am in with a chance of getting into the Guinness Book of World Records for the longest time to get a number ported in.
Update 11 Sep: Yesterday (10 Sep) the lady at Lebara told me that my SIM was faulty and I should buy a Lebara Pay as You Go SIM. She would call me back when I had the SIM installed. TESCO did not have the SIM but Morrison's did. I put the new SIM in my phone so that I had both Lebara SIMs. I received the callback and told the lady the new SIM was in and gave her the details. I was put on hold while they ported in my number to the new SIM. It did not work. They said they would call me back when they had resolved the problem. During the night the old Lebara number that had been on one SIM suddenly returned so I now have a Lebara number that is Pay as You Go with no credit on it and another Lebara number that has not been associated with my account. I cannot make calls on either. Today, I contacted Lebara again and told them I wanted to port in my old number. The handler took my details and said it would take 48 to 72 hours! I informed him that OFCOM says it should happen within 24 hours and, so far, you have had 27 days and still not been successful. He noted my previous calls and said that someone would call me back today. Ho hum.

Terrible company!
Custom service always lies about my refund. And never get my refund back!
Avoid!

My phone was hacked and someone else is using my number. I called and was told ‘it’s not our problem’ and ‘what do you want me to do about it’. I am now locked out of my email and amazon accounts and can’t access some of my savings accounts. Disaster. That call handler hung up on my and I am now waiting for them to pick up again… 1 hour 32 mins so far….

Very bad services if things dosent go smoothly, I have been without all mobile services more than 10 days since 16th August since number porting and have contacted many individuals in customer services, telephone, email and chat the issue is not resolving and everybody keeps promising resolution and call back but never happens.

After several attempts to try and activate their SIM card I just gave up. Couldn't even log on to my account to cancel it so ended up contacting online chat who assured me that if you can't activate the SIM you won't be charged any further monthly amounts. Cancelled my PayPal anyway, wasn't taking any risks. Would not recommend.

I had the worst experience with an internet company in the UK LEBARA. I paid for an unlimited data plan and simply received a message saying that I had exceeded my data usage without using it. I purchased the plan on 08/21/24 and had no data until 08/22/24. I never used the data I had contracted. As they were unable to resolve my case, they simply invited me to leave the company and refund my money of £22.50. I will only receive the refund in 5 to 7 days. As I work with data on my phone, I had to hire EE as an emergency. For anyone who works with data, I do not recommend this company. It has no respect for its customers.

I ordered a sim but used the wrong email address. So no receipt etc and could not log into account. I phoned them lady said email cannot be changed. She cancelled and advised I order again with correct email. Did this , it didn’t ask for any email and took my payment again. Rang them again, advised again email cannot be changed! Cancelled both orders. Waste of time

After a few calls I was reimbursed the amount and Was told that auto recharge was automatically set when I paid the initial amount DESPITE the info card saying the I needed to personally set recharge.
Lebara Australia. I bought a 30 day plan for a family member who was in the country for 10 days.
A quote from their info about auto recharge reads as follows.
"Simply login to your account, select billing and enable auto recharge"
I did NOT enable auto recharge as the number was only in use for 10 days.
A month later I get charged for another month.
I sent a message to their "care" address only to have it returned by the post master.
Be VERY aware that this company does not believe in fair trading.
I would advise that you steer clear of them.

Ignore the obviously paid for completely fake reviews on here for Lebara UK.

This company has very poor customer service.

Very good service by Mr Vishal B who quickly resolved our problem perfectly.

Terrible customer service. Very rude very snakes!!!

I have been a Lebara customer in Spain for one month. I still cannot gain access to the App so I can create an account. I keep getting told work in progress. REALLY!!!

So bad! Everywhere I go (as a live in carer, my address changes). I have roaming on in the UK!).It NEVER WORKS! It seems the standard response is,after giving them your postal code'there is limited signal there'. I NEED TO CHANGE FROM LEBARA, their service has git wirse and worse.

fell for the advertising and deeply regret it. No service and no help. Absolutely awful. For detail - I joined this week and have huge problems with setup and no service. Have spoken to five different people , all of whom have said something different. In the end someone said someone would phone me back within an hour, but an hour an a half later I am still waiting, and now do not expect any real service from this company. Avoid.

Poor, and getting worse. Several times lately I have no internet connectivity. I live and work near the centre of a major city not the back of beyond.
At one point no network connection at all for half an hour, right in the city centre.
Come on, Lebara, this is not good enough. I will be leaving.......

My Lebara SIM card has now been locked (by Lebara) through no fault of mine for a month. Every day, sometimes several times a day, I call them to get this resolved. The very friendly staff on the Unhelp desk in the Customer No Service Department promise to sort the problem immediately. 100% guarantee it will be resolved today. You will have service in the next 24-48 hours. We are so sorry for your problems, I have marked it as Priority !!! I have not been able to use the phone for a month, which causes major problems when trying to authorise bank or credit card payments. All I want to do is get a PAC code to transfer my number to another provider. But it won't even let me do this, and they won't provide one by email or on the phone. What am I paying for?

Poor, and getting worse. Several times lately I have no internet connectivity. I live and work near the centre of a major city not the back of beyond.
At one point no network connection at all for half an hour, right in the city centre.
Come on, Lebara, this is not good enough. I will be leaving.......

Pourquoi vous avez supprimé mon avis sur libara. Je confirme mon attachement chez libara comme le meilleur client qu'il soit à vie tout fonctionne très bien

Here below is the email that I sent to Lebara in early May 2024. After 2 weeks I received no response, so I rang them. Irfereed to the complaint and the Lebara member of staff assured me that the Complsint Team would get in touch with 48 hours. It is now 3 weeks on and I have heard absolutely nothing.

My advice to you is NEVER go with this company. Their customer service is truly awful.

Email sent to Lebara Customer Care email address in early May 2024:

Dear Complaint Team,

You state below that you apologise for all the inconvenience caused. We’ll, let me describe below exactly the impact of that inconvenience. So, as you have accepted responsibility I am requesting that you actually do something about this and recompense me for the substantial disruption to my life that being without a phone service has caused to me.

Due to Lebara’s incompetence in not be able to efficiently activate my new SIM card, I was without a useable mobile phone for 10 days.

The impact on me was:

1. 10 days of not being able to receive phone calls from my ill relative in North Yorkshire. He relies on ringing me when he is lonely or in an emergency. He said he had tried ringing me (during the period you did not/ could not activate my SIM). He said he could not get through and that my phone wasn’t working. He was distressed about this and now does not trust my phone that he can get through to me in urgent circumstances. This has unnerved him and is added worry on top of a lot of serious medical issues and loneliness that he is currently having to deal with.

2. I had got used to using my phone to pay for things like fuel for my car, so I don’t take my bank cards with me anymore. I couldn’t pay for petrol with my phone one day. I had to waste my time driving back home to get my bank card and drive back to the fuel station and buy fuel. I was running very low on fuel. Not what you want to have to when you’ve had a busy and long day at work. Very frustrating and time consuming. I am sure you will be able to relate to this scenario.

3. I am a treasurer of a badminton club. I need my mobile phone in order to receive text messages of the security code to allow me to make electronic transfers from the club bank account to pay for hall hire etc.
This I could not due during the period in question and delayed me making payments , which made me look unprofessional.

4. Frustration at the poor advice from Lebara customer service staff. I received an email that the porting over of my old number from Vodafone and activation of my new SIM would be complete by 23:59 hrs on 26.03.24. On 27.04.24 I rang customer services and was told that I had been misadvised by Lebara previously and that the porting process in fact took 48hrs and not 24hrs. So I patiently waited another 24hrs and still the SIM had not be activated. Then nothing, so I had to ring customer services again. I was told that they had consulted the technical services teams that the problem was DEFINITELY that Vodafone had not unblocked my phone and this why the Lebara SIM was not working. So then I had to go the time and effort to contact Vodafone. Vodafone confirmed in writing that the phone was NOT blocked and could be used successfully with any new SIM. I was furious with Lebara technical services making such a wrong assertion, wasting more of my time and causing me to be without a phone for even longer. I then had to ring Lebara customer services to feedback Vodafone’s report that the phone was not blocked. The Lebara member of staff then said that my phone should work in 24 hours. Finally, about 10 days of the phone not working, it started working.
So the big question is: why did it take technical services department so long to remedy the matter? Which was absolutely within their gift/power to remedy. All this caused me immense frustration and distress and a lot of my precious time in having to go backwards and forwards to the customer team on about 4 occasions. Simply terrible service.

5. I have had to use my landline to make calls which I would have done normally on my mobile. As a result, I have incurred £15 of extra charges. I can prove this on my normal bills compared to the bill that I have just received.

6. To collect the information to draft this email and to write it has taken over 45 frustrating minutes of my time, on a Saturday morning when I would far prefer to be relaxing.

I then asked Lebara for £60 in compensation in respect of my frustration, the impact of having no functioning phone and being charged £15 by my landline company ( as I had no mobile to make calls with).

This network is awful. Calls drop and the person on the other end sounds like they are underwater. Messages do not get through and your mobile data is often listed as E on your phone in large swathes of the country. Even when your phone states that your mobile data is 4G 4G plus or 5G it's still unbearably slow. E stands for enhanced GPRS and is the second slowest network type available and often the one that your mobile phone connects to last so this is how bad this network is. That network type sees a maximum speed of 400 kilobits per second but on doing speed tests I regularly get 10 kilobits or under which is absolutely no good for anything. I've tried a few mobile operators over the last few years and this trend of useless service is getting worse in the UK but upon trying Lebara they are definitely the worst I have tried yet. So avoid at all costs.