I had an extremely frustrating experience with this service. I purchased a £7 per month SIM-only plan for my son, but it never functioned properly, as he couldn't receive calls or texts. When I reached out through live chat, they attempted to resolve the issue with three new eSIMs, but to no avail. I was then directed to visit a physical location, where they tried three different physical SIMs, yet the problem persisted. They confirmed that my partner's SIM from another provider worked fine, indicating the issue was on their end, not with the device. Despite this, they failed to provide a solution. I contacted their complaints department with reference number 480239824, only to be told to wait longer. I expressed my concerns, emphasizing that I was paying for a service we weren't receiving and that my young son needed his phone for safety. Unfortunately, they dismissed my situation, insisting I would have to wait and warning that canceling could affect my credit rating. It felt as though they were holding customers hostage, even while breaching the contract. I am currently in the process of pursuing legal action in small claims court and reporting the matter to trading standards, along with sending a formal complaint to their headquarters. This has been the worst customer service experience I've encountered, and their support team behaved unprofessionally.
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