Tescomobile Reviews 538

My mother was paying over the odds for a Vodafone contract she did not need (over £40 for a 50gb data contract for someone who barely turns the phone on!)

I tried to help her move to tesco mobile having been a customer for 13/14 years but it has been such a nightmare im cancelling my own contracts

Phone arrived (delayed) but they would not activate the SIM, she kept being told "wait 24 hours" for days on end. She didn't know what to do until i did a 100 mile round trip to see her and they tried to tell me the local mast was down (despite being on a tesco mobile myself with full signal)
We eventually arranged a return that did not happen I cannot work out why because despite them acknowledging the live chat arranged it - they did not do it - we checked on livechat twice at the time after being given different dates but apparently its OUR fault because they didnt give a reference or do the collection - claiming it wasnt logged at all, and wanting me to make a further trip to be there with her to arrange e a collection again ...despite me having screenshots and later confirming they saw in the live chat it was!

My mother lives probably a 100 mile round trip away and being elderly she just does not understand whats going on, they now refuse to speak to me and expect me to take another 100 mile round trip to try and make a phonecall to get anywhere.
My mother is now having to see a doctor about high blood pressure and stress caused by this!

Tesco mobile support is dreadful, sending out invalid password reset links, appalling call waiting times

Absolute terrible service and incorrect information provided.

visited on Saturday to buy a new phone. Only one sales assistant present. Customers walked in, walked out as assistant was with me for about an hour. She did her best. I bought her flowers as she looked so unhappy. Somebody else should have been on duty but he was on a break.

Luckily i don't make calls often, but literally every call has at least a glitch or a disconnection. Coverage is terrible. I cant get through to customer services. It doesnt even ring. Texting for my PAC doesnt work to change network. If i toggle flight mode, miraculously it all works fine for a couple of minutes then back the same. Avoid.

I ordered a SIM card and waited more than 2 weeks while being told every day that it'll "arrive by 6pm" while also being told it'll be sent by 3 different courier services. Have just been told today it was never posted and they have no idea why. I've now ordered a SIM card with ThreeUK at NO COST and it's due to arrive tomorrow. Do yourself a favour and opt in for a real phone provider.

Asked if they could meet an offer on another company and was to it would be better for me to switch. I switched for both myself and my wife. When I tried to get a refund on my credit I was told that I had to know exactly how much and could find it on 4488 or my online account. 4488 will not ring because I have switched and we have never had an online account as it was PAYG and just rang up when we needed a top up. I was told it was for Data protection and could not proceed, so they just stole our money.

As mentioned by others too many issues to detail. We had issues with 2 new phones which took weeks to sort out, multiple trip to the local store who were appalling & multiple phone calls to customer support. Promises of return calls, which didn't happen. Mobile data is unusable at present because of issues in the local area & we were told to use WiFi, but we're paying for mobile data!!! Multiple phone calls, trip to local store, days without service & mobile data still poor to unusable & they added £30 credit to the account.

Had to speak to custormer service. they where less than usless and blamed it all on me. They was so rude how tesco mobile is still going I will never know. I have been with them for years and always been loyal, well no more time to move on. I suggest you do the same if you have any thoughts of using them. so sorry Tesco Mobile but you really should connect with your customers better

Absolutely useless such a shame as price for contract would be good. Phone 3 times couldn't open me a business account only wanted me to do personal then take payment from a business account which is not legal from HMRC - .
Tried opening online could not find my address so failed. customer service non English spoken, barely understandable and didn't understand me.

By far the worst customer service I have ever encountered. If you’re “lucky” enough to be put through to their back house support team, good luck trying to decipher their appallingly written messages. Spent nearly 4 weeks and several wasted hours trying to fix a very simple problem with these characters. Please take my advice and avoid their mobile network at all costs.

Oh dear Tesco. I've been with you for many years because you had an intelligent UK call centre. I haven't had to speak to you for years until now. I discovered you've outsourced your call centre to Capita and even worse, it's now offshore. The whole world knows that's a recipe for crap service and disgruntled customers. All to save money and keep the shareholders happy. To add insult to injury your web site is wrong/confusing so I was forced to ring 4455. I wanted to change my monthly SIM- only rolling contract to a 24 month one to save a £quid. Web site says " to change your Pay Monthly tariff ring 4455." So I did and went through all the ID rigmarole (I understand why), Only to be told I should be talking to Sales 0n 4422 not Customer Care on 4455. Who's bloody fault is it that I rang the wrong number????? Had to go through more ID stuff AGAIN to eventually get what I wanted. AND the only reason I braved the phone was because doing it on the web site clearly would have resulted in the wrong thing. I logged in and chose my new tariff but it then wanted a payment. Uh oh I thought. I already pay by DD so smelled a rat. I abandoned my online journey and reluctantly resorted to the phone. Of course I was right. My DD would continue as usual on same day but just for the new £ amount. No upfront payment required of course.
TESCO MARKETING (you people with the coloured crayons)- GET YOUR WEB TEAM SORTED AND TRY TESTING SCENARIOS AND OUTCOMES. AND KNOW YOUR PHONE NUMBERS. You're paying Capita for unnecessary calls. Why can't large corporates nowadays organise a p *** up in a brewery. Maybe it's the know-it-all Gen Z's and millennials. They just don't care. Or maybe the employer treats them like dirt so this is their revenge. Sadly the product managers and Marketing probably don't even bother reading these reviews and I've just wasted my time trying to help improve things.

Been with Tesco Mobile for 20 years plus and the customer service used to be top notch…sadly they’ve gone downhill rapidly, dreadful customer service and product knowledge.

Tesco mobile appears to have an email address, but they’re not sharing it with anyone.
I have an issue with Tesco mobile and I want to contact them via email. I find that talking with someone via the phone I feel intimidated, and something gets lost in between.
In searching for Tesco mobile’s customer service email address I found this, quote:
“Email us. If you send us an email we will get back to you on your query within 48 hours.”
But if they are hiding their email address, then how is it possible to send them an email? It’s impossible?

It should also be impossible for me to connect to the Internet - according to them. They tell me that my iPhone runs on a 3G network, and that access to the internet is no longer possible. Both are wrong. My iPhone runs on 4G network and has no problem connecting to the internet.
It is that which I wish to email Tesco mobile about. But as I cannot email them, then I shall block all text messages from them. Because I do not need their silly text messages.

Absolutely appalling customer service. Far too many issues to even begin to list. They need to retrain their staff & the online chat is a waste of time...only took 6 hours in all & think they managed 2 sentences none of which made any sense! Received the same unhelpful response when I finally got to speak to a " manager" on the phone.
Will not be staying with tesco mobile when my contract ends.
The issue with my phone which has already been in for repair once has not been resolved after several calls

Tesco mobile, stay away, customer service is dreadful, some call centre in the back of beyond all sat there reading from a script, my monthly sim only top up service (that's a laugh) wouldn't recognise my number then couldn't top up with debit card had to drive to a tesco store 3miles away to buy a voucher, that was the last straw

TODAY TRIED THE LIVE CHAT WITH TESCO MOBILE, AS THEY KEEP SUSPENDING MY ACCOUNTS, AS THEY KEEP TRYING TO TAKE PAYMENT A DAY EARLIER THAN EXPECTED, NOW ON ONE ACCOUNT THEY TRIED TAKING IT 2 DAYS EARLIER, THE CUSTOMER SERVICES IN SOUTH AFRICA & PAKISTAN ARE FLIPPIN USELESS, THEY JUST DON'T UNDERSTAND ENGLISH OR THE PROBLEM, I WILL NOW LOOK FOR A NEW PHONE PROVIDER 😡

Tesco Mobile suggested I wrote a review so I will indeed!

After 27 years of being with a mobile provider (name is one vowel and a Nº) and annoyed with the price increases for SIM only, I opted for this provider and knew beforehand which product I wanted.

I want to stress that my rating is based on my first 2 1/2 days with Tesco M.

Anyway, on 27/01 I went to the shop in Grimsby. The female staff, boasting that she was the manageress with 16 years of experience, attended to me. The shop wasn't busy, with only one other customer with her younger colleague.
I'll admit that she was pleasant enough. While we were filling out the subscription form the computer froze. I was asked to come back later, so I did come back an hour later.
We had to restart from scratch but it went smoothly.

She also placed the Tesco SIM card in and removed one, saying "you don't need this one" but didn't give it back to me. After leaving the shop I thought it was weird she hadn't, even if it was the previous provider's SIM card.
Before I left the female staff asked me to restart my phone several times over the next 2 days (which I did) and said that for a very short while I wouldn't be able to make phone calls.
At no point did she say I'd have to come back or remove the SIM card myself!

I understood something was really wrong when after 2 days I still couldn't make calls.
More to the point, my previous provider informed me a few hours after me visiting Tesco that I'd been disconnected and Tesco sending me 2 emails on 28/01 and this morning, saying I was connected!?

Things went from bad to worse when Tesco texted me I had to text them back from another mobile number!? or ring them. Really? With my phone not making calls!?

Today, I tried to contact Tesco Mobile 3 times on line (between 11 a.m. and noon) and even if the live chat claims to be available from 7 a.m. to 11 p.m., I couldn't chat to anybody.

That's when I decided to drive to Tesco Mobile shop (30 min each way) to ask what was going on.

After explaining the problems Connor knew straight away what his "boss" had done so he removed the O2 SIM card AND gave it to me without me even asking for it. Surprise surprise it worked straight away!

What infuriates me even more is that I now know for sure it was the spare SIM she removed!...

In other words if you have to go to Grimsby shop (or any other shops really) make sure you don't deal with "a" Lucy and check that if they remove a SIM card they do NOT keep it!

Just to sum it up, I'm very angry and not impressed at all neither with a member of staff in a shop nor with on line customer service.
As far as I'm concerned, 2 bad experiences in 3 days 🙁 It's not exactly what I would call "a good start".

Why did Lucy say she was "shocked" when I showed her and asked about their rating on Trustpilot is a mystery. She said their customer service in particular was renowned for their high performance.
I wouldn't have thought 83% of 1 star was a high level of satisfactory appreciation...

Absolutely appalling..tried to get a new sim card but now coming into day 3 without any service on my mobile..and sent pin nose to ? What? Were they not listening?.SHOCKING..I've been with them for years too

Firstly, there is no option on this site to award no stars but, rest assured, if there was, that is exactly what Tesco Mobile would receive.
I requested a simple swap from pay monthly to pay as you go. I was advised that the switch would take "about 24 hours". That was seven weeks ago and, not only has the switch not happened, they've managed to change my mobile number with apparently no hope of retrieving my original number.
I have made four visits to their phone shop in-store and contacted "customer services" by phone on 12 occasions to try to get the issue resolved.
On no fewer than five occasions I have been promised a call-back "within 24 hours" from a customer services manager - I have yet to receive ONE of the promised calls-back.
Their customer services policy appears to be a simple one: promise the customer a speedy resolution then do absolutely nothing and hope the customer gets so frustrated at Tesco Mobile's utter and total incompetence that the customer will just go away.
They should not get away with treating customers in this manner and I will be pursuing them via the Communications Ombudsman.