I am not impressed with Lebara recently.
I have been a long time user of Lebara, firstly in Melbourne when they first opened in Australia maybe 6-7 years ago and recently in the UK.
Where the trouble started is with a text I received from Lebara saying that weekend national calls could now be made for 1p/min instead of 5p/min.
I know I was paying 5p/min at all times previously because I checked my statements online (PAYG).
I logged on to the website(http://www.lebara.co.uk/prepay/rates} to check the tariff and ..............whoa!!!! National calls 15p/min??.
I immediately sent an email to customer service suggesting an error in this page and querying the rate but they only replied that the page was correct without being specific about the rate and elsewhere on the websie I find 5p/min as being the standard national rate.
I am not paying 15p as Lycamobile is still only 5p/min so what is the correct rate?.
I am beginning to wonder how much change has come upon the customer care standards of this company. Been with Lebara 4 years now but recent experiences leaves much to be desired. Not only does my credit not tally with my call duration, some of the customer care advisors are not only unhelpful also very unempathetic! Imagine having to ring up about 2 to 3 times to see if you'd be lucky enough to speak to someone who would be willing to help. Its almost like playing the lottery with the hopes of being luck,its ridiculous.
Even the website does not provide sufficient information,what is the whole point of having an account if it means having to call up customer service for clarification of basic account information like call credit balance?
I think it only makes sense to consider switching to other providers, no point paying for a service which is not up to standards.
Trying to use the web site is not good, I can't register another phone having tryed many times and putting in the security code. I have not had a reply to a complaint sent to Lebara. When logged into my lebara it told me I had no credit when I was in credit.
When trying to add another phone there was no explanation why it failed.
I use Lebara when I am in the UK rather than get hooked up with BT etc. The company is well-run and accessible and the tariffs are great! If i went back there to live, I would stay with them as main provider. I would recommend Lebara to everyone as affordable, efficient and uncomplicated.
I've been a Lebara customer for more than 4 years and I'm delighted with the service. My only grouse is that, as I travel to and from the UK several times a year, I need to make sure I 'freeze' my account before travelling out otherwise, my account a lapse!
Its great.Ive used them for years.Firstly when I was working on mainland Europe,whatever credit you bought they doubled it.They don't do that here but that don't matter because its cheaper than all the others.I was going to change because where I was going to work I was told there would be no signal.I asked for a PAC code,but thought I would try it first and it worked better than others.All in all I would not be leaving Lebara any time soon,great oufit.
I am with the openion that you have to imporve your service! many take connecction and after sometime they do not use it. The satisfaction of your customers should be the prime motive and then profit comes.
You introduce many policies, for ex. 19 Euro Unlimited to India, people begin to appreciate, then you immediatels stop it?? Customers realize it isa cheating!!!
The aim of my conversation with Libara was to arrange sending me a sim card, which was agreed to and I was told was the only solution to the problem I had, as my current one had become invalid because it was not used for a long time. I still have not got it (12 days gone so far),
This continues my experience as described below.
As I could not find what happened with the internet pass I have ordered I decided to order a topup through Mylebarra for 10 GBP.
Used my card again and the response was an order number but the "payment failed"
I called my bank and they confirmed there was no payment authorization request received by them.
Called back at customer support and had to wait for a long time before I was connected to an advisor. he looked into the matter and he said he was sorry but the only thing he could tell me was that the payment details could not be verified by their peyment processor. Nothing else. he tried to convince me I made a mistake.
I told him I did not make any mistake and in any case I should get back a response like wrong card number or the bank did not authorise the payment. Not just "payment failed".
I gave up and told him I would change to another operator. He did not seem to bother !!
I closed the phone and went into Tesco mobile. Maybe they are more expensive but the order went through seemlessly. A girl steped in to help me through web chat.
My card was authorised instantaneously !! No problem.
12.5 pounds a month on a monthly contract for 500 min Uk, 5000 texts, 1GB data and ....4G !!!. Ok I pay more for calls to my country but then I deal with a serious company. Cheap meat afterall is for dogs to eat.
Bye Lebarra !!!
Lebara does not give complete info never.
Does not ease customers to get the best tariffs for them.
I am going to another company as long as I have no more credit, because Lebara dos not give back any extra money put in your phone by mistake.
My case is just to cry. HOrrible technical support, coverage impossible where I live now, no internet connection but data was being comsumed somehow.
Is it going to be for something all this??? So many times I claimed nothing happend because Lebara only wants money, not giving a service back to the customer.
A pity but true.
Stephen Pollard found this review useful
You have made it so cheap that there is no hesitation to make international calls. You have saved my life and allowed me to live peacefully. My wife is busy on phone!
I asked how to get my no-from other service provider was quickly replied but in the same and other separate mail asked to clearly clear " Do Pay-as you Go customers have to top-up every Three Months?" never disclosed clearly. All are to make money so have secret clauses. not to clarify Even Vodafone ? Different shops ,different cuctommer service gives different clarification.Sorry !!!!!!.
I like using the Lebara sim card to text my daughter who is studying in the UK right now. The problem is I am in the US and I CANNOT topup my sim card from here. My daughter has to buy a topup voucher then CALL your site to add it to MY PHONE.
I am paying overseas rates and the topup DOES NOT LAST LONG, so she has to do this often.
She said that the site she has to call is noisy and hard to get, she has had to call several times for some of the topups.
WHY CAN"T YOUR WEBSITE ALLOW ME TO TOPUP FROM THE US???????????
Since I got unto Lebara I have never regretted. I used to have problems talking to friends in Ghana but you have improved. I would like to see downward review of the changes to Ghana. Many Ghanaian prefer lica to Lebara and I challenge them.
I do not use a mobile phone very often about a year ago a friend of mine told me about Lebara and I bought a new fairly cheap mobile phone. My dearer phone with another service provider was unrealiable because they made changes and I could not be certain I could phone from my living room.
My lebara phone came into its own when a friend went abroed to work for two months, a five minute call to him cost me 50 pence while fis mother paid almost £5 for a similar phone. She soon converted to Lebara.
Lebara serves the purpose since I travel between UK and Australia. Whenever I reach London, I insert the Lebara SIM and I am able to talk to anyone straight away.
The customer support staff are always willing to help. If I don't use the SIM for an extended period of time, they even help me to freeze the SIM so that I can use it on my return to UK.
I recommend Lebara for its cost effectiveness and value or the money we pay.
I use Lebara because of the low call costs; 5p to land-line, 10p to mobile and free calls to other Lebara users. This means I actually use my mobile phone as a phone without thinking twice about whether it is worth making the call!
My only reservation is that I have lost service a couple of times (not due to signal strength) - but this was only for a short period - less than an hour.
okay . dear lebara
i am glad i changed to u
i had o2 before and my calls to ghana were killing me
ur calls ar emuch cheaper
the other day i coukld call my boyfriend in ghana and chat 1 hour with him for 10 euros
i was so happy
but then last week i wanted to call him again and after 10 minutes my 5 euros credit was finished
i was very sad then
but ...we all not perfect
so it is
but i am very happy to be with ur service and always recommend u to people who come to germany and need telefone
so far i got u 4 new customers
my 2 children
the friend of my friend and
may be u want to give me a reward for that
lets say some credit
so i can call my beloved again
ur gabriela milliner
Everything is fine if you do not have to contact customer care but if you end up doing so be prepared for few surprises. They say they are the best but truly they are not far from being the worst.
I bought a mobile about a year ago in England and it was serviced by Lebara.
I have only made 3 or 4 calls with it, as I live in France.
I have to remember to make 1 call a year I think so I don't lose my credit
Lebara have been most helpful
I was super happy using Lebara. Made cheap calls overseas and the service was excellent. Online top up also worked wonderfully. My only complaint would be that I went overseas for three months as I do per year and lost my number on my return. Henceforth, I have used an alternative supplier so that I do not have to loose my number again.
as i wrote above Sim card expire after only 3 months without top up, this is the bigest minus for me, I left Uk and after 3 months i tried to use my card and was blocked.
Besides I good network , cheap international calls and free lebara to lebara + many free minutes to others
Hey, I have this great network. No frills, no free gifts, no points or other gimmicks, just good all round value at call prices you can't believe. I use it frequently for all my calls. I have SIMs for Vodaphone, TalkTalk and 3Three, and all have put to one side in favour of Lebara.
I am on the phone all the time to my wife in Tanzania and often my sister in Australia. Lebara's call rates are half to one third of the rest. They say its not so good for UK calls but it is. I use it all the time. I even bought an expensive smart phone and the first thing I did was unlock it and put my Lebara SIM in it. Remember too, all Lebara to Lebara calls are free so my daughter and my sister calls me for nothing. Its great. I recommend it to anyone.
I highly recommend Lebara to anyone visits UK
I've not been able to use the labara website to top up since it was "upgraded" more than a month ago. I've reported the problem but nothing has happened to resolve the issue. when I try to chase the problem I get an e-mail back saying that the website is up and running and that most customer have been able to top up successfully. I then get asked for the details of the problem again so that they can "look into it". When I phone, I can't get and answer or explanation so I just end up going around in circles. This has been going on for nearly a month.
I've now asked for a PAC code so that I can move and this has not been sent as promised. Really poor customer service. If you want a cheap service then you are probably better off using ASDA mobile.
Many times can't use it because no signal over long long hours but all other different network are working well! I sent an e-mail when I didn't use my phone and I noticed that more than half of the credit from my balance just to be missing! O'h thanks Lebara! Only e-mail I got from the shiny Customers Service was just one simple conventional matter message wich is going to everyone If need any help! Im over 5 e-mail-no answer,still no signal a half of the day! What else can do? Break the card!
I purchased a platinum number online for my business mobile, which turned out to be a Lebara number. I paid a lot of money for this number and had it activated through the usual registration process and topped it up. I used it mainly to receive calls but because i never made a billable call in 72 days even though i did make calls they were not answered. They expired my sim card and would not reactivate it at all. They said they expired my number and were not willing to help in any way what so ever. This has come at a huge financial loss, not only to the money paid for this original number, but all my stationary and all clients who have this number. Not only did I try on my occasions to speak to someone on the phone about this issue, but sent customer service an email and have had not reply at all. I would not recommend using Lebara at all, as their customer service is non existent and if you have any issues be sure they will not help you out at all no matter what. I have dealt with many networks in the past, who have always helped and provided excellent customer service and made sure to sort out any issues. I have never dealt with such poor service before, and would not go anywhere near Lebara if you are a business or looking for a network that you can trust and will provide the support and service you would expect.
Whilst visiting France I wanted to obtain a French mobile SIM , partly to reduce the costs of using a standard UK service and I had heard that unlike many other French providers, any credit on the SIM was not time limited and could be carried over until my next trip. 6 weeks down the line I still have no SIM and no cogent communication from Lebara as to why, I just keep receiving the same stock e mail which either suggests they are too idle or are just not reading my e-mails to them. I have been going round in ever decreasing circles but NO MORE. Bought one from B & You which arrived in 48 hours and the rates are better too AND they are not time limited. RESULT!
I baught a new SIM card and top up £10.
I went for 150uk (u pay £7.50 and u get 150 min and unlimited texts in the uk)
I started to text my friends giving them my new number and suddenly the sim stopped working when I called customer service I was told that the card was barred because I made about 50 text in short amount of time and that is against the t&c when I asked how do u want me to inform my friends with my new number she said that I should email my friends (unbelievable ).
When I asked for my refund she said it is nothing they can do.
I am taking them to the small claim court ( matter of principle)
Stay clear of lebara it is a shit network with a shit customer advisors
they changed their system to make customers got ripped off, how can a customer services department can not do anything to help customers, Lyca mobile is better as they let u do the unlimited process with voucher bought in the shops online - i did that 2 days ago, lebara does'nt let u. Not everyone like to put their card info online. poor service.
i subscribed to their £39 monthly unlimited usage on the 23rd of march just to find out that my line has been cancelled on the 29th of march. I spoke to the customer service about it and all they can tell me was that the line was cancelled by their fraud department for our usage. They claimed that though i made a total of 1039 mins of call between that period that the last two day which was the 28th and 29th i made 52 call which made them cancelled my number.
I found this very painful as people have already known me with this number and now i can not receive or make call from the number again.
People should realise that this service provider are highly unreliable.
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