My phone broke and I do not have access to my esim anymore, so requested a sim swap online. It has now been 3 days and the sim swap has not worked. I called 4 times, every time I had someone incredibly condescending on the phone who refused to let me finish and clearly explain. They rushed me to do processes I have never done and without properly explaining how to. I did every possible verification, yet they needed me to say my top 2 used numbers. The phone is only ever used for calling around 6 times a year, and I never call personal contacts - with a broken phone, how am I supposed to answer this question? There is no workaround, you have to answer this desite having already verified your name, DOB, email (via PIN), ICCID, both (old and new) number, last top-up date and top-up amount. The agents say stuff that is incorrect (i.e. that there was a reference number when SIM swap was requested when there is not). Never been on the phone with such incredibly impolite people. The issue is still not sorted, and I am unsure how to change my number over and how to ever get back the money in the account for my old number. Beware of losing money. Go with a different provider and save yourself the frustration.
Update: changed to 3 stars as lycamobile customer service reached out to me and sorted the issue within a day, thanks to Dhatchayani.
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Lycamobile’s mission is to connect friends and family around the world. As the world’s biggest international mobile virtual network operator (MVNO), Lycamobile provides low-cost, high-quality data and voice services to over 15 million customers across 23 countries. It is now expanding to offer a broad range of financial and travel services, including Lycamoney and Lycafly, that help people stay in touch across borders. Founded in 2006 and with a turnover of €1.5 billion in 2014, Lycamobile continues to grow rapidly and now welcomes a new customer to its family every two seconds.
Lycamobile is available in: Australia, Austria, Belgium, Denmark, France, Germany, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Romania, Spain, Sweden, Switzerland, Hong Kong, the UK, the USA, Ukraine and South Africa.See more
