UNACCEPTABLE SERVICE

Extremely Disappointed with Service – Unacceptable Experience

I rarely take the time to write public complaints, but the service I’ve received from this provider has been nothing short of appalling — and I believe others deserve to be warned.

It took weeks just to cancel the service. Endless back-and-forth, no clear direction, and a complete lack of urgency from the support team.

After finally cancelling, I was told couriers would collect the router. That part was oddly efficient. However…

Out of the blue, a debit order went off for a monthly payment — even though the service has not been in use for months. This is a pay-to-use agreement, and there was no usage. No warning. Just money taken.

When I contacted support to reverse the charge, they managed to delete one of my SIM cards entirely without performing a SIM swap. This has now made my number unretrievable — a number I’ve used and intended to keep.

I went to the Queenswood store to try and resolve it face-to-face, only to find a visibly furious police officer dealing with the exact same problem. Clearly, this is not an isolated incident.

While in store, they activated a refund. I was promised it would reflect shortly. A week later — nothing. No follow-up, no refund.

To top it all off, calling the service line is a waste of time. You are directed to a foreign call center where the agents repeat the same scripted lines and offer no actual help or escalation process.

I’ve lost money, a personal phone number, and an enormous amount of time. The lack of accountability, transparency, and professionalism is deeply concerning.

To anyone considering using this provider: proceed with extreme caution. I sincerely hope this company takes these repeated complaints seriously and re-evaluates how they treat paying customers.