Review Time
After 7 weeks of back and forth. I'm done!.Case #02380567.Synopsis: When purchasing a subscription for an Apple watch roaming plan, the payment was processed, but an 'activation error appeared on screen', later confirmed by 'technical support team' as a system error. Key Issues:1) It takes three days for email address "support'at'betterroaming.com" to respond.2) each time Support team responds, its a different person, and the problem needs to be re-described.3) promises made to fix their technical issues are not fulfilled. 4) promises to reply to 'follow up and respond' are not fulfilled.5) Australian complaints department (+61861863635) conveniently redirect calls to voicemail. messages are never responded to.6) A refund was issued, after which, the instructions given to me to 'try again', failed. "You already have an active plan in this device's EID. Or we are activating a plan for this device's EID, at the moment it's not possible to activate another."7) No further responses to emails were received and requests to call my mobile were ignored.Update 18Feb25. A disingenuous response from BetterRoaming. An email and voicemail received (from UK number) in response to my trust pilot review confirming their failure, and another empty promise made to fix the issue… two weeks later and no response or rectification.
Update January 6, 2025: Changed from 1 Star to 3 StarsAfter weeks of trying to explain my situation, someone finally realized they in fact charged me money (which was denied by BetterRoaming for weeks) and eventually refunded me. Will stay at 3 stars as it cost a lot of time and energy arguing with their CS about a super simple and clear matter. -----------It's not great being left stranded in a foreign country without internet when you relied on an eSim from BetterRoaming. What's even worse is when they outright deny that you even purchased the service from them, although I have the plan visibly available as purchased in my Better Roaming App, a BetterRoaming eSim in my device and a charge on my credit card from their parent company "TP Global Operations". They cannot refund me "because they never charged me and I bought my plan at another provider", although my credit card statement clearly shows the charge with their merchant ID.The is the stupidest "explanation" I ever heard in my life. PS: eSIM from another provider worked instantly and reliable
My Apple Watch eSIM does not work. The network coverage is extremely poor (in central Manchester!) The Watch cannot make or receive calls even when it does have network connection. I was getting support via Better Roaming, I did all the tests they asked me to do, I even went to an Apple Store and had them check that it wasn't an issue with the Watch. The Apple Store said the Watch is 100% fine and it is an eSIM issue. But now Better Roaming are ignoring my emails. I don't know why they can't just give me a new eSIM and see if that resolves the issue. They don't accept phone calls so I am now stuck paying for an eSIM that does not work and no way to resolve this. It was Case 02353281.
My wife is stranded without data overseas even though all steps were followed to perfection to setup eSim. It didn't activate on arrival. No phone number to call. Support take almost 24hrs per email. This is still ongoing. Even better, their solution is to delete the plan (you cant, tapping on it does nothing) and buy another. This hasn't worked and we have now paid for two plans and still have no data. This is shocking given anyone using this service obviously has limited access to data!!! It might even just be a scam.
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