Review Time
If I could give a ZERO I would. I've been a customer for a long time, in Spain, the UK, Portugal.... but unfortunately, over time, the network has deteriorated and worse, the service also. There have been issues with receiving telephone calls, we have multiple Lyca sims in our household, one person would call another to test it, and there would be no connection although the other was right there available with their phone in their hand - it would go straight to the answer service or do nothing. The carriers that Lyca contract with to deliver their calls, obviously weren't for some reason delivering the calls. Text messages would not arrive - sometimes until DAYS later; all of this although the area we were located in benefits from EXCELLENT connection from other providers! More recently during travel over the border to Spain, where we should be able to use the service without issue, my sim has NO SERVICE!! It cannot connect to any of the networks. I have tried everything - I have multiple sims and multiple devices to use to test and troubleshoot, and the only consistent thing is that if I put my sim in a device it is not possible to make calls, receive calls, send or receive texts. I can connect both manually and automatically to the very same network my other sims are connecting to (and they work fine), and I can see that there is receiption. But instead of being able to make and receive calls there is just a notifcation sent via android that I must sign in to use that network. So it seems that whatever credentials are required to connect, they are not available for the network on that one phone number, & it doesn't work so that the network can verify that as a Lyca customer I'm entitled to use their network. Frustratingly, I have been given contradictory info by agents, who don't seem sure what's going on. Some have said Movistar will NOT work, only Vodafone (but it works for my other numbers, and Vodaone specifically appears in the network choices with the word FORBIDDEN and doesn't work when you try to connect... although some agents I've spoken with at Lyca say it is the ONLY choice. So why do my other numbers connect, whether automatically or manually with Movistar, and function perfectly? Yet this other number won't? And when I try to seek help I don't receive return contact! For example I will call back, and say "I haven't heard anything and I was told 24-48 hours", and the agent will say that 'the technical team has made contact to say this or this....' and I ask "Made contact via which of my contact details?! Because I have heard nothing?!!" But it is because nobody contacted ME, they just replied internally to eachother!!!! It's unbelievably poor! I have multiple ticket numbers, nobody replies, I have called multiple times this morning on the customer service line, and when I'm transferred to a supervisor the phone just rings and rings and rings and rings!!. There is no automatic message determining a place in a queue, or reassuring that someone will answer if you hold, eventually.... nothing. Just a ringing a phone. But the agent doesn't tell you about this before transferring you, so you are left to assume that you are just somehow lost in the system in error, and then you eventually have to put the phone down and call again, explain EVERYTHING AGAIN and then you are transferrred to a supervisor.... and it rings and rings, and the same thing all over again!. I explained to an agent what happens after transferring and he said "Sometimes there is a queue, but the supervisor will pick up..." But why isn't there an explanation that there is a queue? And why aren't suitable resources made available by management such that there enough supervisors to field issues in a timely way!! I have been here for 58 minutes so far - and the phone is simply not answered, it's such an irritating experience as a customer!! It's 2024!! It's easy to organise for an appropriate voicemail message or ticketing system of some kind!!!! This is clear DISREGARD for the customer experience! Even if Lyca have chosen to outsource to an external contractor who has comparatively low-tech solutions available, Lyca should still CARE ENOUGH to ensure that problems are solved in a timely way, and that any already unsatisfied customers, aren't made to pursue a merry dance through many hoops and additional inconvenience with contacted parties, to seek solution to a problem that is THEIR RESPONSIBILITY!! CALL ME URGENTLY LYCA - YOU HAVE MY DETAILS!!!! THIS IS URGENT!! THIS NUMBER IS USED FOR BANKING, THEY SEEK TO VERIFY ME USING IT!! AND WHERE I LIVE, IMPORTANT BILLS AND LIFE COMMS.... It's having a HUGE effect on my life that you won't assist!I have TRUSTED you in good faith, I am spending my money with you and you are not supplying what I'm paying for.
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