Truphone Omdömen 182

Worst company ever, very bad customer service!!!
I will never tell anyone to use or trust them.

Peor empresa de lineas de movil, nunca contratas con ellos. Servicio de cliente malisimo

The esim didn’t work. It kept saying that it wasn’t detected and nothing I did worked. I reached out to support but, even though everyone was very kind, all suggestions were like “activate your account” - I did that 10h ago; “reset the phone” - also did that twice already. Then, I was asked to manually install the esim, but it also didn’t work, so I took a print of the issue and they forwarded it to the tech team. And this is where I got really upset because the answer from the tech team was that I need to have wifi on while installing the esim. My wifi was on. You can see it connected on the print I send! What kind of useless answer is that?! So I gave up because it has been over 24h of going over this without any proper development or efficient help and asked for a refund. Again, the support team was very kind and polite, the product was the problem.

I travel to the US several times a year, staying up to six weeks at a time. Wanted a local phone number so I could receive text messages from the various organisations I deal with, including my bank here in the US.
I now find that my Truphone number is not accepted or valid with several of the organisations/bank that I deal with.
What a total waste of time and money. When I contacted Truphone to ask why I was not receiving texts from my Bank, I was told that Truphone has not approved my Bank for receiving machine generated SMS messages. They cannot tell me if, and when they will approve my Bank. I have also found that several large retail organisations such as Target also do not recognize the phone number for SMS notifications.
What a total waste of time having a Truphone number in the US.
I will let the account expire and move on. Waste of $30.00
Don't recommend Truphone to anybody. Be very careful if you sign up for a Prepaid SIM and expect to receive SMS notifications from various Banks & Retail organisations, as you will not be getting them!!
Customer Support is about as useful as a chocolate teapot, as they cannot provide you with any answers - useless!!
Glad I found out now before I invested some serious prepaid cash on my SIM.

I've had our small company (35 lines) with Truphone for some years.
The technology has stayed the same, but the support has got significantly worse over the last couple.
A recent service request really took the biscuit...

On Truphone our CEO (who was abroad) couldn't reply to his bank fraud alerts, so his card got blocked.
Truphone apparently doesn't allow outgoing SMS messages to those bank service numbers (ones that don't start with 07***).
I was told previously, months ago, that this was fixed. It wasn't.
Now their response is 'ask bank X to stop sending your CEO fraud alerts - that will fix the problem'.
I wish I was joking.

No other network has this restriction to service numbers, just Truphone. No other human would suggest that to solve what is Truphone's lack of technical ability, you should reduce your awareness of bank fraud on your accounts.

Needless to say we're looking to move everyone off Truphone now. It's a shame, because on paper their product looks good. In reality, they appear to have gutted their staff so don't have the ability to respond to legitimate service concerns.

Hey Truphone,
Nobody said the the charges were not valid.
I am used to being blamed by Truphone customer support for my “poor usage techniques.”
What I said was that your price structure is no longer practical or competitive, and that is a plain and simple fact.

Best,
Your customer

Hi Sir,
Hope you are well.
We have reviewed your most recent charges and can confirm that all charges are valid. Also I can see that your auto top up has already been disabled. Hence you now have full control of your top ups.
All our rates are indicated on our website.
We are constantly in the process of improving our product offerings, though not much has changed with our prepay SIM service.

We have recently launch our eSIM service for the latest iPhone XS, XR and XS Max.

Thank for understanding.

Kind Regards,
Truphone Help Team

--------------- Original Message ---------------
From: Customer
Sent: 1/30/2019 1:11 AM
To: Truphone
Subject: Keeping up with the times

I am [customer], Truphone phone number xxx-xxx-xxxx

Just got back from India where I used my Truphone SIM as sparingly as possible for two weeks, followed by my Verizon $10 per day unlimited calling and data plan. Truphone’s costs, which used to be competitive, are now ridiculously expensive. You sucked $120 out of my credit card and I hardly used the service at all.

It’s just the way the market has developed. I’ve been recommending Truphone for about 6-8 years or so, and on this trip all of my colleagues agreed, Truphone is functional but too expensive. And whenever I’ve needed help, I get someone in the Philippines who very politely lets me know that it’s my fault. This email for example: who wrote it? Someone named Truphone Customer Support? Not even a decision maker or a real human being.

What a terrible experience. 1) they didn't adapt their pricing structure to the new European roaming legislation, 2) many many 'outings' the last few months (meaning on or two days without signal at all, 3) no compensation for outings, 4) non-existing customer service > super slow in response.

I ran away from them and pay 65% less.

My experience with Truphone has been mixed. Functionality is great, though customer service is atrocious. For nearly 3 weeks now I've been trying to get an explanation and waiver for +100 EUR in overage charges (which have no basis) to no avail. Takes days for someone to *somewhat* respond to my email. In other words, so long as it works, it's fine but as soon as there's a minor issue, it turns into a big headache.

I have used truphone a few times now and find it works faster than others used .very happy with service as I travel abroad often will continue to use.
Truphone excellent

Convenient purchase process and priceworthy plans.
Good reception and fast datatransfers in coastal waters of The Netherlands.

Truphone the best! No problems with Apple SIM.

Thank you Truphone, excellent experience.

Very conbniens! and very easy! and very first!
This is very nice!

Very convenient to use, good coverage and quality of communication, a bit expensive for me.

A few dead spots for signal throughout London and area. Take a while for the Apple Sim to find the available networks. Other than that things were great.

Used in Greece. Great coverage, even in pretty isolated areas

Very Expensive for what it is.

Good and quick setup, pricing also good but did not in the end beat a PAYG data SIM which was ultimately cheaper and had more data. But would definitely use again in the future.

Very simple setup on iPad pro. Used truphone a few times during the trial period and it worked fine. In the end I used 3 as service provider as the deal offered was better than truphone with regards data and cost