“A Service and Customer Support Failure
If you're considering LycaMobile, I strongly urge you to think again. My experience with this company has been nothing short of a nightmare. What started as a seemingly reasonable mobile service turned into an exercise in frustration, incompetence, and complete disregard for customer needs.
I joined LycaMobile in August, and by November, the service began to fail catastrophically. For over a month now, I have been unable to access mobile data and have experienced intermittent and unreliable network service. This alone is unacceptable for a paid service, but what makes it worse is the shocking response from LycaMobile's customer service team.
Timeline of Failure:
Initial Issues
The problems began with my inability to access mobile data. On my first call to customer service, I was advised to create a new APN. The representative walked me through the process, but the call ended before I could complete the steps. After following the instructions to the letter, nothing changed. I had to call back, sitting on hold for ages, only to find no resolution.
Emails and Template Replies
Frustrated, I sent my first email to customer service, providing clear details about the issue and the steps I had already taken. The response? A generic, copy-paste reply about creating a new APN—something I had already explained I had done multiple times.
After replying again, I was asked for detailed information about my phone, including the make, model, and IMEI number. I provided all the requested details, only to receive another template reply stating that my "request had been forwarded to the concern team" and that I should "appreciate their time and patience." No follow-up ever came.
Phone Calls: A Cycle of Futility
I called customer service several more times, each interaction more frustrating than the last:
Call 3: After being on hold for an extended period, the call was disconnected.
Call 4: I was asked to manually connect to the network. This action not only failed but caused my phone to lose all network connectivity entirely, requiring a restart just to make another call.
Call 5: Customer service promised urgent escalation to the technical team, who would contact me within 48 hours. When I pressed to speak directly to the technical team, I was told this was not possible. Their promised timeframe suspiciously shifted from 48 hours to 24 hours during the same conversation.
Two days later, at 3 AM, I missed a single call from LycaMobile. This appears to have been their idea of "urgently" resolving my issue. It’s baffling, as LycaMobile claims to have no after-hours service, yet someone was apparently working in the middle of the night. This absurdly timed call felt like a deliberate attempt to avoid actual resolution.
Further Emails Ignored
Following this, I sent multiple additional emails demanding updates:
Email 3: No response.
Email 4: Still no response.
Throughout this ordeal, LycaMobile has demonstrated an astonishing lack of communication and accountability.
Technical Team: Repeating Past Mistakes
On 6 December, a member of the technical team called me. I was again walked through troubleshooting steps I had already performed multiple times, including creating a new APN. Unsurprisingly, this was as ineffective as before. The representative promised to call back on a conference call with another team member to provide further assistance. This call never happened.
No Contact or Follow-Up Since My Last Email
Most damning of all, since my last formal complaint email demanding immediate contract termination and a refund, I have not received a single reply or meaningful attempt to contact me. The one call they made came at a time I could not answer, and they have since made no effort to follow up or address my concerns. Their complete silence in response to a clear and serious complaint shows a blatant disregard for their customers.
Continued Failures and Broken Promises
My service remains unusable, my emails and calls unanswered, and yet LycaMobile continues to take payment for a service it is failing to provide.
Final Thoughts: LycaMobile Has Failed on Every Level
LycaMobile has not only failed to deliver the service I am paying for, but it has also failed to meet even the most basic standards of customer care. The repeated use of template responses, lack of follow-through, and outright dismissal of my concerns have left me with no confidence in this company.
At this point, I have demanded:
Immediate termination of my contract without penalties or further charges.
A refund of all payments made since 18 November 2024.
I will not accept any other resolution. If LycaMobile fails to address this, I will escalate my complaint to regulatory bodies and pursue legal action.
LycaMobile’s handling of this situation has been appalling. Their inability to provide a basic service or engage meaningfully with their customers is a glaring red flag. If you're considering joining, save yourself the stress and look elsewhere.”
“I would give ZERO stars if I could.
I made the mistake of switching to LycaMobile in April 2024 by porting my number from EE. The number porting process was successful, but the SIM card they promised never arrived, leaving me unable to reclaim my number. Over the last several months, I've purchased seven new SIM cards at their request, submitted all the required details, and yet my number remains inactive.
Since April 2024, I've sent a staggering 201 emails, all of which have been ignored. Despite providing photo ID and proof of ownership of the number, the situation hasn't improved. LycaMobile’s consistent disregard for my pleas has forced me to involve OFCOM, who are now assisting me in taking up the case, with potential fines for LycaMobile. I have a file of evidence ready to be passed to regulators who are keen to take this case on my behalf.
Throughout this ordeal, LycaMobile has shown a blatant disregard for UK law. They have consistently ignored my communications, which goes against regulations that require timely customer support responses. Their refusal to help or even apologize shows their lack of accountability and customer care. In fact, they explicitly refused to apologize to me, which only adds insult to injury.
Their live chat and call center staff have been extremely rude, condescending, and evasive. Instead of resolving issues, they seem more interested in deflecting responsibility and providing unhelpful responses. This kind of treatment is not just unprofessional but also unethical.
For anyone considering LycaMobile, I strongly urge you to think twice. A quick search on their history will reveal numerous cases of tax evasion and corruption. It’s evident that this company operates with total disregard for customer service and UK regulations, preferring to act under their own rules.
Avoid LycaMobile at all costs. The stress, frustration, and financial loss are simply not worth it.”
“Moved from Lebara to Lyca on a SIM-only contract as the data allowance was better than Lebara but I have discovered that the call connection times are slower and some didn't connect at all. It seems I am stuck between the devil and the deep-blue sea, so choose whichever is more important to you. Lyca does not appear to do direct debits, only continuous authority, so if your bank account requires two debits as part of the deal you may wish to ponder. The customer service at Lyca is not good either with no response to emails.”
“The bad - no customer service, lose people numbers, ridiculous logon system. End your contract saying they couldnt take payment on a card with no blocks, 1hr waits on phones , online chats where they cut you off if you dont reply in literally 3 seconds
The good - ee for cheap”
“They are so horrible they won’t help u with anything tell u to call back all to say the same thing over i wouldn’t dare use them u get no internet service just call n text nope won’t and then they so rude on phone won’t connect u with supervisors they just lie and be nosey once u switch and really don’t won’t to help cus u want to switch services 0 stars !!!!!!!
DONT DO IT”
“I wish I could give 0 stars. Since LycaMobile recently switched from using the O2 network to EE, there is absolutely no coverage in my area and I'm on a large housing estate just 6 miles from a major city. They agreed to refund my £5 payment but this has never been returned in three months and to rub salt into the wound they have since taken two further payments of £5 each because apparently my bank tells me that a subscription was set up when I joined LycaMobile, despite me thinking that I had taken out a one month SIM only plan but my bank said that they had set up a subscription and so payments will keep being made until LycaMobile tell them to stop, which clearly they haven't, despite my number having been ported to another provider several weeks ago. I encourage anyone to check EE's coverage in your area before giving any money to this outfit as you'll not be getting it back!”
“I am quite unhappy with Lycamobile. I felt like I have been theft.
I use bundles and the every month it renews automatically. I too up the day before £30. I had still data. Just 2 hours before midnight I ran out of data in the bundle (without notifying at all) and they charged £20.20! Of course, they said the bundle couldn't be renew because of insufficient credit. I was shocked wondering how it was possible.
I bought another bundle to carry on.
I call on Monday, 25th of March to customer service, and first, I am attended by a staff called Ali that as soon as I explained the problem, abandoned the conversation.
I contacted again by another stagmff called Christie and said about I ran out of data (again, without notification at all and just 2 hours before the renewal of the bundle £20.20! I asked if it was not possible the refund as it is unfair really and was quite unhelpful.
I have been customer of Lycamobile for years but I am reconsidering to change of provider. I felt like appalling service to a loyal customer that have been with them for ages.
Edited: On 25th of March I received a call from Lyca but as soon as I attended automatically the call was hang up. I call back and then I am redirected to a voice message system which says if I know the extension I am calling press 1 (which I do not know) or press 0 for further assistance. I pressed 0 and I waiting for more than 15 minutes, nobody attending. Iade a conversation and have screenshot if required.
I saw the reply of a agent through my review. I had no the chance to talk by phone.
As I wrote. It is quite unfair that the last time I checked the balance is still £30 on 22nd at 7pm. It was supposed to be renewed on 23rd, next day. Then I am told I used my allowance and I was being charged. £20.20? I wonder myself how is that possible? I never received any notification saying I spent allowance and could have turned off the datas.
The disappointment experience and frustration is that they are not able to help despite having been too much (£20.20) and no adviced in advance to turn off data until next day. Not nice”
“Awful company, make no effort to fix faults/issues.
The worst customer services I have ever experienced.
Repeatedly cut off from customer services when trying to make a complaint”
“very worst service and they rob the money simply. i lost my money twice and i raised the complaint but no reply and 1 months passed now. don't use lyca and they never bother about the customer.”
“When I saw the largely negative reviews, I was surprised and so I thought that I would share my experience. I have been a Lycamobile customer for over five years. While I have struggled with their customer service on some occasions, I have never had any major issues, and find most of the people I have spoken to, rather helpful. I have never had any problems with signal and connection speed and I use the internet everyday for research and entertainment. Looking back, I used to always insist on fiber unlimited, now I just use my mobile hotspot as my internet connection for all my devices. This has saved me a ton of money and kept me more in control. (bare in mind everything I've mentioned above is relative to price. Don't expect first class when you pay for economy).”
“This is a company that doesn't care about its customers one bit. I topped up my mobile number only to discover that it was the wrong number. After contacting Lycamobile, which took about a week before I could speak to anyone they told me to send an email which I did and I got no reply or acknowledgement. I called them back and they said they would reply in 48 hrs. Long story short, 6 weeks on and I am still unable to speak with the department responsible or get a straight answer. AVOID IF YOU CAN!”
“Made a top up payment via PayPal and a week later my balance is still showing Nil . The payment is also showing on my bank statement. Tried to contact customer advisor but no resolution yet. My only option was to pay twice for the top up. Useless service.”
“It is one of the useless companies in the world ,no one cares about the customer ,just think about your money , never trust them,no customer service ,no complain department ,you cannot find ny one expert here”
“It is one of the useless companies in the world ,no one cares about the customer ,just think about your money , never trust them,no customer service ,no complain department ,you cannot find ny one expert here”
“Took my money and never sent me the prepay sim I had ordered. Their page failed during a PayPal transaction and now there is not confirmation or anything. Customer service complete rubbish. Sent so many emails now and no response. Cannot contact these people! It's been nearly a month!”
“I rang Lyca Mobile call centre and spoke with Fidal with my mobile having problems. He was very pleasent, polite, knowledgeable and very reassuring. I will know in a week's time if my problem is resolved. Thank you Fidal.”
