"RWG cancelled my prepaid sim"

RWG cancelled my sim midway through the 24 month term, without warning, and then refused to answer my several emails or answer the phone. I paid in advance for the 24 months, it worked ok for several months but then on Jan 1 2025 it stopped working and despite several emails they did not reply to explain. I had no way to contact them and had to switch away in order to continue using my phone and access my apps via 2FA which uses SMS. The SIM also never worked in Europe despite the plan including EU roaming, we tried in France, Belgium, Germany on several trips but it never worked once, and again despite contacting support several times we got no response. They do not answer the phone, you can test this yourself before buying. Emails will be ignored 9 times out of 10. Save yourself the headache and avoid this company.

"Failure to deliver service "

Back in November 2024 I purchased upfront a SIM from this company for £45 and they promised to provide me with unlimited calls and text plus 5GB data for 12 months. Everything was fine until 3 days ago when all connection to the mobile network was lost. After emailing and finally managing to get through to the customer service yesterday morning, they confirmed that they were having technical problems during an upgrade, which is why I lost my service. The customer service person told me to be "patient", they were apparently working to make my service better. He didn't apologise or understand the impact of losing phone connectivity. He said the technical problems were affecting a lot of customers but did not offer any guarantee when I would have the network service back, only said I should have back by end of day or today. I called this morning again and explained the situation, this time customer service person slightly better, apologised and said I should have connection back very soon, and should try in 3 hours time. However, I still have no phone service, so been down for 3 days without service from them, which I already paid for.

This is a very immature company, be careful before you part your money buying anything from them.

"Outages And Poor Communication"

Currently, I have received no signal for over a day. I have no estimate of when this will be fixed, despite trying to contact support. Phone support has told me that the outage is due to "upgrades" despite other people on the same network having no issues.

When I first got the sim, I was misled by the advertising. The "1GB per month" sim on the data only store page was excluded from BOGO free deal despite no clear indication on the page.

"Don't, just don't..."

Bought a 1 quid traditional PAYG sim to test. The sim took well over a week to come which is pretty slow but I finally got it.

I put it in my unlocked mobile and it was working so I thought it's fine and tried to top up 5 quid using their website and this is when everything fell apart.

First the top up didn't go in the phone at all even though the money was taken from my bank. Then after a while I couldn't even use the phone it was coming up with the messages "failed" or "unfinished" whenever I tried to check my balance or make any phone calls etc...

Eventually I got the "Invalid Sim" message on my phone. I tried emailing, using social media and even phoning them all with no response.

So now I'm 6 quid down and I can probably whistle for a refund.

Shocking, beware!

"Almost non-existent customer service"

Almost non-existent customer service. Ask to start a formal complaint and I have had no response for 12 days.

"Failing at the basics"

SIM card arrived without the pre-paid credit I'd paid for. Still no response to my email about that.

Added extra £5 credit and made a call successfully. Then two days later the SIM card stopped working entirely. Helpline gave some vague response that the SIM was fine and that here was some "backend problem" with the network. No indication of when it would be fixed and no apology.

Called back 6 hours later for an update and told to restart phone. Still no service.

So, my SIM has been out of action for over 24 hours and I have no idea what's going on.

All feels a bit generally sloppy too. The welcome letter tells you to email them to activate your SIM and when you do so they reply saying it's already activated. Automated responses to email enquiries include the wrong customer service number.

I would strongly caution against porting your number to them or signing up to a contract, as they clearly don't have a handle on the basics.

"Still paying for disconnected SIM"

Cancelled an eSIM contract two months ago and they continue to take money as a reoccurring debt card payment.
Despite emails and getting a number for my enquiry I have had no further action from them.
Next move is to cancel at the bank

"Non existent customer service"

No response to emails, no one answers the phone! Absolutely useless.

"Just don't sign any contract with these…"

Just don't sign any contract with these scammers! My phone died, I wanted to stop the monthly contract but there are no such options on line! And it is impossible to reach their office! I don't understand the point of having a contract with these scammers when there are many other similar telephony providers, which are not all reliable either, but the worst are more reliable than RWG Wales. The government should ban such scammers who do not allow people to suspend their monthly contract. I hardly use RWG Wales and now my phone is broken I wanted to temporarily suspend my monthly subscription, but that is impossible!
Apparently, when you have a small company, the owners want to increase their wealth in every way possible, so they cheat.
Once again, the government should take away the permission for such companies to provide such a poor quality service to customers!

"The customer service line is just an…"

The customer service line is just an automated message to say the number's changed. You ring that number and there's no connection to it. The SIM card doesn't connect to the network properly unless you chat online to someone there for them to finally sort it out half-an-hour into the chat. And then the credit is swallowed up by the data you didn't intend on using but thought it might have been the only way to kick the damn SIM into action. As soon as the advisor knew I was going to complain about the credit being taken for no good reason she disconnected the chat.
Shocking company but you get what you pay for I guess (or not in my case, as I didn't get anything but a headache). Avoid.