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Old 15.02.2015, 16:37
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Lycamobile, advice needed...

Anybody uses or has experience with lycamobile?

I recently lost my sim card, which has more than 100CHF credits in it. I would like to know what to do now, and if it is possible to buy a new sim card and transfer the credits?

The other problem is I can never get in touch with their customer service. I called the lycamobile hotline for more than 15 times, everytime after I followed voice intructions, selected languages and waited for the telephonist, I was put on hold forever. Once I even waited for 20 minutes and still no answer. I tried different languages as well, the same thing happened. I also tried to write email to them, no response either. Anybody knows how to contact them?

Thanks.
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Old 15.02.2015, 23:24
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Re: Lycamobile, advice needed...

Had you a PIN?
You should immediately call lebara or try in the customer portal on the website to cancel the card and get a new one. This is like losing a credit card.
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Old 16.02.2015, 11:01
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Re: Lycamobile, advice needed...

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Had you a PIN?
You should immediately call lebara or try in the customer portal on the website to cancel the card and get a new one. This is like losing a credit card.
Thanks for your advice, but as I mentioned in the original post, I am not able to get contact with their customer service. Are you able to successfully call them?
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Old 16.02.2015, 11:04
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Re: Lycamobile, advice needed...

Not sure about the SIM. But I've called them a few times, always answered quickly and had an email response within 24 hours.

I would imagine you cannot transfer credit unless you report the old one lost and have it cancelled. Either way you are gonna need to speak to them. Keep trying is only advice.
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Old 16.02.2015, 12:30
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Re: Lycamobile, advice needed...

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Not sure about the SIM. But I've called them a few times, always answered quickly and had an email response within 24 hours.

I would imagine you cannot transfer credit unless you report the old one lost and have it cancelled. Either way you are gonna need to speak to them. Keep trying is only advice.
I called them a few months ago, that time it was connected quickly.

But I tried again today, still no response. Not sure if sth went wrong recently, or simply because I am calling from a non-lyca number?
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Old 16.02.2015, 12:43
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Re: Lycamobile, advice needed...

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I called them a few months ago, that time it was connected quickly.

But I tried again today, still no response. Not sure if sth went wrong recently, or simply because I am calling from a non-lyca number?
Wouldn't worry about that, I always call from the office 'cause it's free
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Old 16.02.2015, 20:31
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Re: Lycamobile, advice needed...

Don't be shy and try it again.
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Old 25.02.2015, 13:18
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Re: Lycamobile, advice needed...

I am also having really poor customer service experience with LycaMobile Switzerland.

I "just" want to become their customer: I requested a SIM card, they sent it, along with a registration form & a prepaid letter to send it all back to them.

I filled the form, added the copy of passport & copy of proof of address they requested. Sent the whole thing back to them.

After not hearing from them for a 4 working days, I tried to contact them. I kept being redirect to a voice saying "due to technical issues, we cannot take your call", then it would hang up!

Next day I tried again. For some reason I got to speak to someone this time.

Here is a summary of the conversation we had:
Me - "Hi, I would like to activate my SIM card. Because I sent you my registration by post last week & I still have not heard from you since then"
Employee - "You should have not sent this by post"
Me - "....." silence. My thoughts at this point: LycaMobile provided the prepaid letter & the printed formular to send my registration by post. First question: why would you do that if it does not work?. Second question: where did this sensitive information (copy of passeport & proof of address) land !?
Employee - "Send us your passport scanned & your proof of address by email"
Me - "it's not possible, it's too unsafe, do you have a secure way for me to transmit those documents?"
Employee - "No"
Me - "Can I activate my SIM card in a shop in Zurich?"
Employee - "yes of course, go to any of the partner shops"
Me - "are you 100% sure of what you say?"
Employee "yes, I am"
Following this conversation I went to 3 different KKiosk shops (these are the partner shops of LycaMobile) in Zurich central station.
None of them could activate my SIM card.

What the hell is going on in this company!?
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Old 13.03.2015, 21:37
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I've been with them 2 months and have noticed the uneven service. For example, I can rarely access my voicemail. The call just doesn't go through. Has anyone else had this? I've also experienced the customer service "not avail for technical reasons" message, but only when calling the English line. Whenever I called back and selected German customer service, I got right through. You might try that.

Oh yeah, and one more thing, sorting out the sim by post was a big hassle. They initially claimed no record of me receiving the sim or they getting my reg forms, even though I had gotten a text confirming porting my mobile number. Turned out I was supposed to have called the Geneva cust Svc number. Who knew? On the other hand, I've cut my monthly mobile costs by some 80%, so that's nothing to sneeze at.

Last edited by 3Wishes; 13.03.2015 at 21:54. Reason: merging successive posts
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Old 16.03.2015, 21:19
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Re: Lycamobile, advice needed...

I do generally like lycamobile. But i just don't trust them not to kill off my number unannounced. Their terms and conditions change behind the scenes a lot. Their customer service has been reasonable to me, although they tried to prevent me from moving my number form lyca to new provider. It was only the new provider who yelled at them for them to release the number. lyca was claiming i never authorised the transfer SENT YES to 499.. but I kept the text as proof for new carrier.

Their bonus money can only be used for calls, really is ok but burns me that it was not shown anywhere on their website. I like the discounts of calls overseas and the great prices for data, but their increase in connection charges 29c and their stupid high prices for making a local calls. Well...

I like saving money, but their inconsistent service did my head in..
Still if you want a cheap data only provider and don't give a crap about calling,
go with lycamobile.. if you can about customer service or if you have any issues in activation or tech issues, just walk away, as i did by moving the number ..

time to go looking.

ps: lycamobile seems to have become a little popular due to their cheap prices on data, etc. however their
customer service has been appalling..

a.
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