If I could give 0 stars, I would.
After 2 months of almost daily texts & emails from Lyca urging me to upgrade my eSIM (due to the internal switch of network from tmobile to att), I called your customer service today at 12:12pm PST to request assistance in doing so. 23 minutes later I received my QR code via email. I followed the verbal directions I was provided, as well as the virtual prompts, and unfortunately this resulted in me losing all service. I'm now writing this review at 8pm PST, after going to the internet to see if this was a shared experience - the 1 star reviews from 2026 alone have confirmed this is not unique to me.
For the past 7+ hours, I've placed 6 more phone calls to customer service to try to have my service loss resolved, to no avail. My initial follow up call was 1 hour 2 minutes, which resulted in the agent who answered to place me on a hold that lasted almost the entirety of that call time, and never returned to pick up the hold. After such a long wait on hold, I reluctantly hung up and called again. This time I requested to speak with a supervisor, which resulted in a 26 minute phone call where, once informed I was being transferred to an available supervisor, the line was hung up on instead. I then called back again, this time resulting in a 35 minute call, where the agent informed me they'd need to escalate/open a ticket with the technical department and was informed they would reach out to me via email 24-48 hours from then. I explained that I was dissatisfied with that proposition and asked for alternatives. I was informed that there weren't any, so I once again requested to speak to a supervisor. I was informed that they would transfer me to an available supervisor, only to be hung up on, AGAIN, before being connected. I then called back and requested this time to provide an alternate phone number (since mine was still without service) for a supervisor to call me to ensure we could connect successfully this time. This call lasted 9 minutes and I was assured that I'd receive that call within an hour. After an hour passed with no follow up, I called back two more times - the first was 41 minutes, where I waited in the queue, briefly spoke to an agent and asked for help troubleshooting further after I had researched on Lyca's website and found a suggestion, where they then abruptly stopped replying and placed me into a queue for Spanish speakers, and when an agent picked up and I asked to be returned to the queue for English speakers, I waited on hold with no one answering for approx. 30 minutes. I then felt the need to hang up and call again, this time on a call lasting 44 minutes where I was finally connected successfully to a supervisor. Unfortunately they did not offer any alternative solutions either, other than communicating that my ticket was labeled as high priority, but that it would still be a minimum of 24-48 hours before we could expect a response. When I informed her that I was now entertaining an alternative solution: one where I'd request to leave Lyca and bring my business to a different carrier/provider, as I felt that would result in getting quicker coverage than Lyca's proposed timeline, she informed me that she hoped that would not be the outcome, but proceeded to inform me on how to navigate the Lyca website to retrieve my port information start the process. As I followed her directions, I informed her that the only option for receiving the port info was to first provide a verification code via SMS and reminded her that I don't have access to SMS due to no service. She offered to email me the information, but never did and as I continued to provide feedback about this experience thus far, she proceeded to fall silent on the line for 1-2 minutes and then hung up the call.
Lyca, your customer service is nothing short of atrocious. It's shameful that during an entity-wide, internal network transition, you don't have effective methods of resolution for your paying customers. These appalling business practices have now resulted in me being without any Lyca service despite paying for the service, no route to terminate services with Lyca and go elsewhere with my number and business, and with my billing cycle due to renew payment in 2 days, you have put me in a position to continue to pay for a service that I'm not receiving. Furthermore, after 7+ hours of self-advocating and trouble-shooting, with no actual resolution, and reading the similar experiences here of other customers recently, I've lost faith altogether that Lyca will follow through/resolve this matter. This is unacceptable, unethical and trifling, and as an international phone company in this technological day and age, there needs to be accountability, reflection and change. I'm open to suggestions on tangible next steps to rectify this situation - do better.
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The world's largest international mobile virtual network operator with over 16 million customers and a new customer joining every two seconds.
Lycamobile’s mission is to connect friends and family around the world. We aim to do this by offering low-cost, high-quality data and voice services across 23 countries. We are now expanding to offer a broad range of financial and travel services, including Lycamoney and Lycafly that help people stay in touch across borders.
Lycamobile is also available in Australia, Austria, Belgium, Denmark, France, Germany, Hong Kong, Ireland, Italy, Macedonia , Netherlands, Norway, Poland, Portugal, Romania, South Africa, Spain, Sweden, Switzerland, Tunisia, Ukraine and the UK.See more
