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Svar från Silux Mobile

1 juli 2026

Firstly, you are not the account holder on this account. While we appreciate your wish to comment, we are unable to discuss account-specific details with anyone other than the account holder due to data protection obligations.

We have made multiple attempts to communicate directly with the account holder regarding the return of our equipment, but they have chosen not to engage with us. During our interactions with you, we also experienced repeated verbal abuse and offensive language, which is unacceptable.

Your review contains a number of statements that are factually incorrect and present a misleading account of events. The return of the router is a contractual requirement at the end of the service. Where equipment is not returned, the applicable non-return charge applies.

If the account holder wishes to resolve this matter, they are welcome to contact us directly and return the equipment. Once that happens, we will be happy to assist further.

Svar från Silux Mobile

Uppdaterad 22 maj 2026

Hello Gareth,

We are quite surprised at this review.

To put it clearly, there was never any communication from your side regarding these issues. In fact, we went back on our records for 2 years and could not find any contact from you regarding service problems, so therefore we find it strange being accused of poor communication when no issues were raised with us during that time.

Recently you did give notice to cancel and at the end of the notice period we sent you a return label to return the hardware. We did not receive a reply or the returned hardware, so correspondence was sent advising that unreturned equipment may be charged for.
A few hours later we received this review.

Secondly, you complained about internet speed, but once again no issues were ever raised with us during the 2 years of service. If any customer complains about anything, we take all complaints seriously and address them immediately, but as you know, we cannot fix problems we have not been made aware of.

From our perspective, the concerns raised in this review do not reflect the communication history we have on record over the last 2 years.

We are sorry if you did not have the best experience and we wish you well.

Svar från Silux Mobile

Uppdaterad 31 dec. 2025

We are sorry to hear you felt frustrated.
The notices are sent out 24 hours before the sim terminates.

We previously did send notices out 7 days prior and customers complained they forgot about the renewal to top up.
Therefore we changed it to 24 hours.

We have offered to send you a replacement sim overnight which you declined.
Thank you for your business over the past few months, and we wish you well with your choice of provider.

Svar från Silux Mobile

28 nov. 2025

Thank you for your support

Svar från Silux Mobile

18 nov. 2025

Hello Paul,
We’re sorry to hear you were disappointed with your recent experience, and we appreciate the chance to clarify a few points for accuracy.

This was your second order with us, and before you confirmed the contract our team explained that the router model would be the same as the one supplied during your previous order. You confirmed you were happy to proceed. All hardware we provide is fully tested, under warranty, and remains company property for the duration of the contract.

You notified us that you had opened the device and removed the warranty seal. As the equipment has not yet been returned to us, we cannot comment further until our technical team is able to inspect it.

Regarding the weekend messages, the only communication received was a request to cancel your service. This was forwarded to our back-office team, as per our standard process. No technical support request was made, and our support team was available as normal.

For clarity to future customers, the issues you experienced occurred after the device warranty seal had been removed and the device was tampered with. As advised, we will review everything once the router is returned so we can assess the situation properly.

We also note that during your first order you shared a positive 5-star review, which reflected your satisfaction with the service and speeds at that time.

We’re always happy to resolve any genuine concerns, and we encourage you to continue the conversation directly with our team.

Svar från Silux Mobile

5 aug. 2025

Thank you for sharing your feedback. We’re sorry to hear about the delay in activating your Free Trial SIM card. While we aim to process activations within 24-48 hours, we regret if this didn’t happen in your case.

Since this was a free trial, and you never contacted us in the 24-48 hour window, we weren’t aware of any concerns. However, we’d still like to make this right. Please reach out to our support team at info@siluxmobile.co.uk, and we’ll assist you immediately.

We appreciate your patience and hope to resolve this for you promptly.

Svar från Silux Mobile

24 juni 2025

Hello Rob, We’re very sorry to hear about your experience with our 7-day free trial and the difficulties you encountered getting connected. We understand how frustrating this must have been, especially after following the setup instructions and reaching out for support.

Our intention is always to help every customer get connected quickly, and it’s clear we didn’t meet that standard in your case. We appreciate your feedback — it helps us identify gaps in our support process so we can improve.

We’d still like the opportunity to make this right. If you're open to it, please contact us directly at support@siluxmobile.co.uk with your order details. We’ll escalate your case to a senior technician to investigate further or arrange a resolution, even if you've deleted your account.

Thank you again for trying Silux Mobile, and we're genuinely sorry that your trial experience didn’t reflect the service we aim to provide.

— Silux Support Team