"RWG - Please Can you Help Us with our Daughter's Non-working SIM."

I am very reluctant to leave this comment on Trustpilot about RWG because I really do want RWG Mobile to be successful, (simply because their prices are affordable)...

...My wife & I already have two (2 year) SIMS with RWG and mostly it has been a reasonably good experience with both the SIMs.

So when our 11 year old daughter started secondary school in September; we decided to also get her a 2 year SIM. It initially worked and then around about 6th November 2024 it stopped being able to make & receive calls, (texting still works)

I have called customer service quite a few times (unlike some other customers I've sometimes managed to actually speak to someone). I've sent requested further info such as screen shots of signal strength, speed test, testing the non-working SIM in another phone & other details of network info via email (all of which is time consuming).

As it stands my daughter has gone to school today 7th Jan 2025 (after the Christmas break) still unable to make or receive calls.

Having paid 2 years in advance (having "lost" 2 months of service) it is a real shame to still be without a proper service, what's up RWG?

Also note that the my wife & my SIMs piggy back off the NOW network, which do work without much problems.

My daughter's SIM is on the Gamma Network; so does it make sense to send my daughter a NOW network SIM which should hopefully resolve this frustrating ongoing issue.

Btw, Happy New Year...

"No network connnection again!"

Once again, at the busiest time of the year there was no connection whatsoever to the network on Saturday 21st December. I lost lots of sales due to this. This has happened before - and the excuse was that 'EE did not give you the updates' - on another occasion I was told that I needed a new SIM, as did my colleague........why???? No response to my Facebook message either. Very poor service. Cannot rely on it so will change to EE direct - worth the extra money for peace of mind

"Have been happily using RWG for a few years, but…"

Given my positive experience with RWG previously, on the date of experience I ordered a 1GB per month all network data sim to give to my Aunt. She is in a care home and uses an iPad for FaceTime, and can no longer access the home’s WiFi. It has not arrived. I emailed Customer Service before Christmas asking when it was dispatched, as this might indicate whether it was likely to have been lost in the post or may yet arrive, but have not received a response. As it is now a month on from when I would have expected to receive the SIM, I suspect the former.

"RWG phone"

RWG phone, SMS and data down. I have three SIMs. No calls, SMS or data across Lothian or Fife today since 11am on all three phones. Has until now been reliable. No way to check network status anywhere and no contact to report/respond to it.

"SIM not working,don't pay in advance…"

SIM not working,don't pay in advance with these as they have no weekend customer service,even though they claim you can contact them on Facebook out of hours. Go with a proper provider.

I would just like to reply to their answer below . My review was about your lack of customer service ,not the network outrage! You stated on your website that out of hours we could contact you on Facebook! I never got a reply and did not know what was going on! A company is only as good as it's customer service and yours is lacking! I will be getting my PAC codes!

"Cheap and cheerful - brilliant as back-up."

My partner & me have been using RWG as a backup SIM on a couple of dual SIM phones over a couple of years. In the UK and Ireland it's been 5* for data and signal coverage at the price they charge. This month we needed to port away from our primary SIM providers, but we haven't ported to RWG as there's no WiFi calling and the data speeds in Spain were 0 to quite slow. Also, support via email has been somewhat mixed - I haven't bothered with calling because of the reports I read on sites like this. So I would be concerned about porting a number used for banking texts to them.
You pays for what you gets.

"Order a SIM did not work said need to…"

Order a SIM did not work said need to be active but asked for a refund said could not refund same way as I paid I've been not asking for a refund for over a week

"AVOID"

Update 6-1-2025; Hi andrew CEO pls help me.
I have complained in writing back in Dec 2024 about your awful Porting service that took 5 days but I have not had a reply nor compensation.
I have been attempting to contact RWG by telephone and email but have been unable to get through today 6-1-2025.

I ported mid-Dec 2024 from RWG number 07410584509 to my existing EE number. However multiple contacts have been telling me in Jan 2025 that they are still getting texts from from my discontinued number ending 4509. This is very confusing for both me & my contacts, including my doctors and the hospitals.

This problem is making it very difficult to run my life and has caused me much stress and anxiety as I am autistic, so I would appreciate a speedy resolution.
I require £100 compensation and a working phone service. I am looking for full re-imbursement of the £45 I paid you on 4-11-2024 as your service and very notably the physical SIM card you provided me with when I paid you £45 does not work correctly. Please refund this £45 to my credit card within 5 days.

AVOID: sad to say the worst new customer experience I have ever had with porting in my mobile number. Good service with emailing me an invoice for the 12 months I paid in advance for. Took 6 days to port my number & no reply to phone calls to complain. Still no reply to my email to support despite them asking me to email them below in their reply

"Unable to resolve an issue"

Unable to resolve an issue. When I asked to complain customer services ignored me. Also they did not reply with information concerning which ADR scheme they belong to and that information is not on the Ofcom website, so can't escalate the matter there. Furthermore, I can't escalate to their CEO, Richard Davies, as he blocks my emails.

"Got loads of great SIM deals from RWG…"

Got loads of great SIM deals from RWG mobile. great offers just reviewing a multi network all the big four networks UK SIM that came today see how it goes