Tescomobile Avis 

I am trying to end my contract with this provider after many years because I simply can't make calls. Coverage is dreadful. My phone doesn't work in my home, my workplace, on my journey from my home to my workplace ... It did not even work at the airport!
As I don't have a landline I'm reliant on my mobile. I know I can always call emergency services but I'll have to make sure I've got access to wifi before having any kind of personal crisis as there's no way of contacting family or friends.
On top of that the only "help" offered to discuss this is a chat bot that doesn't understand what the issue is, however many times I re-phrase it. This service may look reasonably priced but it is a complete waste of money if you can never actually use it.

Spoke to Two customer service agents today and the second one just hung up the phone on me because I asked 7 times if I could speak to management. Completely hung up the phone on me. I topped my phone up on Saturday expecting to have credit and it’s not went through but has came out my bank account I need my phone for Family emergencies and have no data. I have tried contacting Tesco mobile on Live Chat and getting nowhere at all. Customer services on the phone struggle with the language barrier and get frustrated with me and have hung up on me. Not once have I raised my voice I just continued to ask to speak to management and the man said No you cannot. On what planet is this Customer Service?? Will be changing phone networks after my experience today

I took my phone to Tesco Springhill, Bangor this morning Monday as strange things kept coming up on it and I couldn't use it.
The man who worked there was wonderful, he cleared it for me and explained to me what had happened.
He was friendly, helpful, so knowledgeable and a credit to Tesco's.
Your customer service there at Tesco mobile is excellent.

I ordered a new sim as mine didn't seem to be working properly they posted me a sim but turned my sim off before I have received my new sim so if my car breakdowns I have no way of contacting my my breakdown company or letting my family know where I am or what's happened gawd forgive if it was a serious accident and ended up in hospital and no way to contact anyone

Still not received a sim card after 12 days. Appalling customer service - spoke to four different people, none of whom could help. Go elsewhere!

Tesco Mobile cancelled my Dad's mobile phone connection by mistake, instead of converting it to a Pay As You Go contract. This left my 79 year old Dad without a working phone. This situation has been ongoing for 48 hours and Tesco Mobile's support centre in South Africa keep fobbing us off and seem incapable of resolving the problem. Tesco Mobile is a truly awful company.

From bs248eg Chas
See your latest, I completed a complaint form responding to your earlier trust pilot response when you said you would look at billing in view of poor service. We are not on Facebook and your virtual service is hopeless hence complaint form. Please look at complaint form and our exchange, I await to hear. I have said a text to my phone, number provided on complaint form, should move things along. Await to hear from you again in a proper and more substantive way

Terrible service paying monthly for nothing cant use the data ...they have given all the usual try this try that nothing works AVIOD AVOID

If I could give them 0 stars I would.

Been trying to sort out an issue for my mother for the last week and a half. The customer service has been absolutely shocking. Been told her phone is in warranty then told it’s not. Told three times now a courier is coming to pick up her phone to take it in for repair which hasn’t happened. Raised a complaint and she was offered £5 in club card points. What on earth is she meant to do with that. Her phone is broken and not only it this inconvenient in general but she is diabetic and has the app on her phone that tells her if her blood sugar is low. She relies on this so heavily. Still no one has been in touch. She has been left in tears because of this. Even wrote to the ceo with no reply. PLEASE PLEASE DO NOT TAKE OUT A CONTRACT WITH TESCO MOBILE

I have a broken SIM that will not text or phone. Tescomobile have told me multiple times over 2 to 3 weeks that a new SIM would be delivered within 5 days, then others within 3 days, and then it was being delivered between 11.00am and 3.00pm on Tuesday. But there has been no SIM delivery and our postman says there is nothing awaiting delivery.

In every phone call or online chat they insist on asking my balance which I can't access, or sending a security code to my broken SIM before they can access my account. I can't receive the code, so it always fails security.

When I tried to raise a complaint I got the same nonsense of failed security when I can't check my balance and I can't receive their text because my SIM is broken - which is why I am trying to get a new one.

I was told on 14th July that yet another SIM was being sent and would arrive by Friday 17th July. But today is Friday and it has not arrived.

Are they just telling falsehoods or when someone posts the replacement SIMs are they mistaking a waste bin for a post box?

Just went to top up on my app then said payment accepted,but top up doent show,tried again same thing ,but no money taken out of my bank account,so now will have to go and buy a voucher,since this tesco app,service has gone right downhill

I would give them a negative star if I could.

I ordered a phone but then returned it as I was able to get one on a better deal. I never opened the package, tesco itself arranged the collection & DPD gave me the confirmation that it had been collected.

6 months and many emails and calls and they still haven't resolved this and now I have a letter from debt collectors trying to pursue the full balance!

I called many times only to be told my account was closed and they can't access it. I eventually got through to complaints who told me several times they would resolve it and they never did. on the 9th June they said the balance would be cleared in 24 hours and then I got weekly emails asking me to pay the balance until finally the debt collectors letter came.

Avoid them. Avoid them at all costs. I don't care if you see a great deal just avoid them. The moment something goes wrong the call centre is useless, the complaints process is useless.

To top it all their complaints team emailed me that, despite a failure to process the refund and many many failed attempts to resolve this that "Having reviewed these matters, we have upheld your complaint. We firmly believe we have been fair and reasonable in dealing with this matter. We are therefore writing to confirm that we have now reached the end of our complaints process, and this is Tesco Mobile's final position."

Garbage

I had to call customer services and accounts today. 3 calls and each answered by South African women with very strong accents!
I had to keep asking them to speak SLOWLY as I struggled to understand what was being said!
Surely telephone services like this could be provided by people you can understand?

Terrible experience with a contract mobile.
Ordered a mobile for my daughter's birthday but it didn't come in time so I cancelled after a few days and we agreed. They continued to take money out even though I had no phone and no contract. Even after five separate emails of confirmation that everything was going to be ok, I still had issues.

Now, two months later, I'm still getting an email saying they're going to take a further £54 out of my account, still with no reason. And I still never got a refund after two months from them taking money out of my account. Never any confirmation emails either to confirm any cancellations even though I have a written word in text from a online chat. There is no email to complain to and it's very difficult to speak to a team. Awful experience, never again!

We've been waiting for over 2.5 months for Tesco to port our mobile numbers. Broken promises, lies and atrocious customer service have left us shocked and disappointed. In desperatiion sent a message to the CEO but again to no avail and again several weeks later have not had the courtesy of a reply. Have spent over 20 hours trying to sort this mess out but each time got absolutely nowhere. We need to keep our numbers for business reasons and have lost a lot of money because of Tesco's incompetence but no one seems to care. My number doesnt work at all and all my husbands calls come through to my phone. Still charging line rental too. Just cant understand how Tesco could treat us like this !

Placed an order for a monthly plan on a mobile phone and sim .
Was charged a joining fee . Order was placed easily and received documents and confirmation fine . Went down hill from there . Didn't receive tracking the day before delivery of the phone was due so was instantly anxious, ive had a phone contract since I can remember so know the process , thought maybe they'll just email on the delivery day . Didn't hear anything went into a tesco mobile store to be told they cant access the information of delivery etc , and was told to call customer service. I was being sent around in circles with customer service , apparently I was failing security with my bank account number , baring in mind it was the same card details I made the upfront payment with , but still according to customer services it was wrong . So I had to keep calling up again to re do those checks . When I finally got through the checks with them . They still couldn't tell me where the phone was and id receive a call back the same day . Never happened . So I had to go back into store again and re explain what had happened for them to tell me the phone must be out of stock . Which it was when the worker checked when going through the plan choice I chose , according too tesco mobile plans they shouldn't accept and charge for orders at least 48 hours prior to when the phones in stock . I never new that until I was trying to find out where my delivery was . So technically I shouldn't of even been charged let alone been able to place an order which was out of stock . Was then told by staff member at tesco mobile I cant do anything if its the case of being out of stock for 30 days but wait until tesco cancel the order . So in those 4 days of me thinking I thought my phone id paid for and signed a 36 month plan up with had gone missing. All along is wasn't in stock. It was finally cancelled only ydy and im awaiting a refund. I won't be going through the process of getting another mobile plan with tesco mobile again . The communication is terrible . Customer service is terrible . And the customer care is terrible . So if you want a stress free process I would avoid ordering online for a plan with tesco mobile and end up with a whole heap of stress due to their lack of communication...

I recharged my Sim card and I received a receipt from Tesco saying I'm all good to go . No internet available to me at all. Soooo frustrating whilst trying to enjoy my holiday overseas . Never ever will I use Tesco Sim again . No use trying to get help from there so called support system . No one available and they tell you to try again later , hence whilst trying to find reliable safe wifi . So unhelpful and waste of time & money.

I have been having problems with my signal at home for a number of weeks l. I have made many complaints to tesco mobile and nobody seems to be solving the problem.

They randomly locked the SIM on my (very) basic PAYG phone. To unblock, you need access to your account, which you can't do, because they blocked your SIM. Customer service were absolutely hopeless. The security questions required me to know what my current balance was, which i didn't know, because i couldn't access my account, because they'd blocked the SIM. When I asked what i should do, they shrugged and said to get back to them when i had checked the details and found teh answer. Utterly farcical.

Over the past 6 months I have called Tesco Mobile Customer service about 15 times. 1. Their communication skills are poor. 2. They say the same thing in every call " We have to pass this on to another team, who will get back to you" Noone does. 3. They insisted over 6 months that they had unblocked my phone when they had not. The Technical Support team in the UK have given up trying to communicate with the CUSTOMER SERVICE Team in South Africa, they are so hopeless, they tell me!!!