Normally Lebara customer service has been very good, which is why this has been so disappointing.
I lost my phone during my house move and urgently needed a replacement SIM for my business number. I first contacted Lebara on 8th April and was told via live chat that the SIM had been hard ordered and sent, but it never arrived.
Since then, I have spent **hours on calls and live chat, including over 3 hours today alone, and I am currently still on another chat that has now gone on for over an hour, simply trying to get a replacement SIM card ordered.
The most frustrating part is that I have now been told on five separate occasions that my address has been updated and the replacement SIM has been ordered. However, every time they confirm the order, I later discover it has still been placed against my **old address.
This means despite repeated assurances, nothing is actually being actioned correctly, and I am being forced to start the process over and over again.
To make matters worse, I am repeatedly asked questions that are impossible for me to answer, such as recent call logs from the lost phone, which I obviously no longer have access to.
This is now seriously affecting my business. This number is linked to my clients, my social media accounts, and the wider rollout of my art project, which has already taken six months to get to this point.
My marketing team is effectively unable to do anything, meaning I am paying them to sit waiting until this SIM arrives, because without access to the number we cannot get into the social media platforms, post content, or begin influencer onboarding.
As a small business owner, I simply do not have time to spend over an hour on live chat just to order a SIM card, and if this is not resolved urgently I will seriously consider moving both of my phone numbers to another provider.
This is costing me work, visibility, momentum, time, and money every single day.
I have always rated Lebara highly in the past, but this experience has been incredibly frustrating, stressful, and unacceptable.
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Lebara is a mobile network provider in the UK, ideal for the value seeking customer. The brand offers budget friendly SIM Only and pay as you go plans with data, UK, and international mins to over 40 countries.
With Lebara you get total control over your spend - no contract, 30 days rolling plans. Easy sign up with no credit check and capped out of bundle spend.
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