Lebara Mobile (UK) Reviews

I basically chose to use lebara barely 2 weeks back and it has been 1 problem after another. The first nightmare was the customer service staff who kept me on hold for ages without letting me know and failed to give me enough details with regards to my query. The second and worst of all times nightmare is the internet service, its poor than the word poor, my internet connection is constantly unavailable so much that i have missed important viber calls and had message delivery delays which may cost me my life. I regret having chosen to use lebara and its only a matter of time before i flush my sim card on the toilet. I am so tired and never expected such a horrible service. I put 1 star because there was no option for NO star.
By the way you need to pull up your socks and keep up with UK standard; future users of lebara may need a mobile app, the long message on 5588 is too long and boring, its a waste of precious time, do you have a customer service office?, the website is not interactive at all and not informative.

Date of experience: February 25, 2014

Extremely poor service.
Malfunctioning website.
No reply to queries lodged.
Lack of clarification on charge scheme.
Unable to verify charges applied.
Unable to register mobile for top-up.

Date of experience: February 15, 2014

Promo data packages that change with the wind
Cant check balance via mobile or website
Cant check package on website
website down for days
extortionate, disproportionate rates uk gets unlimited data for £12 spain gets 3GB for 12euros
Cant top up after credit gone via web or text only by hunting for a store
Cant view account details - . removing my card details from their system will be the next challenge.
After reading the previous reviews since 2011, this is not news to the staff, company or consumers.
Rated no star! but forced by this system to give at least one star - which only helps keep up the stats by a fraction...


clearly one of these get rich schemes
will be taking my business elsewhere

Date of experience: February 01, 2014

I ve never see bad mob company but lebara,they say unlimited data, but then you get charge,when I call them where my balance is gone they are not even sure that why I get charge ,and then they say some stupid things ,I might charged for watching youtube,anyway don't want to waste my time once my free minutes finish ,this SIM card nothing deserve but bin,it deserve some stars but negative

Date of experience: January 26, 2014

Last year in Sep-Nov they ran scheme to give FREE DATA to whoever recharges PAYG. and after every 30 days it would renew as long as you recharge before the 30 day period. At least thats what their WebSite as well as SMS received on phone said.

Fair Enough , and like all trusting customers , I took their word and sent SMS to join the scheme after first recharge, I instantly received SMS stating Enjoy your FREE Data and all you now need to do is recharge again in 30 days to keep using FREE DATA (as scheme would still be running during those 30 days as well) ..

for those 30 days were good and there were no issues with data, just before 30 days I received the message again to recharge to continue using FREEDATA (And it clearly stated that you need to *just* recharge before 30 days are over).

So I recharged again on 29th day and kept on using the same believing the scheme and SMS from the LEBARA itself. After 7-8 days I checked balance for something and was surprised to see it quite LOW, on checking I found out I was being charged for Data usage .

I instantly lodged complaint with their website , and after 2-3 days I got the answer , I had not recharged in 30 days hence the scheme is not valid for me.. I replied to them stating I infact did it on time.This went on 2/3 times (and each time took 2-3 days for their response) and I had to literally show them each day by counting DAY1- , DAY2- , DAY3 (so I had recharged on DAY 29 ),
By this time, the scheme was over and I was confident that since I was right, I at least would be compensated for the money wrongly charged, but I was living in some fool's paradise to believe that money could be returned.

now they changed the story by stating I had to sent SMS again to RE-ENTER the scheme and that could no longer be done as the scheme is now finished.
I countered this by stating their own terms and conditions and SMS they had sent which merely stated to Recharge the account and it would AUTO renew, but to no avail.
I am yet to receive any reply on my last email send on same subject which is now more than 30 days old.

I am now just waiting for whatever balance is left in my own account as well as my family's account to switch to other mobile companies.

I am known in my friend circle as System -lover as more or less I favor the system and say to give benefit of doubt to system till the problem is resolved. If I am stating this company and their process as BAD, you can imagine how BAD this would be.

Date of experience: January 08, 2014

The staff at Lebara are friendly and nice. However . . .. . ..
I wrote an email of complaint after having a problem with my credit disappearing within 2 days. No reply. Nothing!
My problem was that all my credit disappeared within 2 days (around 25 pounds)
I had initially phoned up Lebara to find out what happened. I was told I didn't initiate my package properly asI hadn't texted them back properly.
However, after initiating the same package (with more money), I realised that the previous time they hadn't sent the text message they claimed (I checked the text message history too!).

Date of experience: December 28, 2013

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.

Date of experience: December 05, 2013

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.

Date of experience: December 02, 2013

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.

Date of experience: December 01, 2013

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!

Date of experience: November 30, 2013

Customer service excellent, my card had expired as I didn't use it, they rue credited money

Date of experience: November 29, 2013

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.

Date of experience: November 29, 2013

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!!!

Date of experience: November 29, 2013

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),

Date of experience: November 26, 2013

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 !!!

Date of experience: November 26, 2013

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.
Never ever.
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.

Date of experience: November 20, 2013

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!

Date of experience: November 18, 2013

overpriced,poor customer service.

Date of experience: November 15, 2013

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 !!!!!!.

Date of experience: November 15, 2013

SIM never arrived!

Date of experience: November 15, 2013