To The Moon Mobile Reviews 243

They blocked my account within a week of creating and using it without any reasons which as a result blocked the funds I had in the account from use. Once I contacted the customer service both over chat and emails they just keep replying that they have "escalated the issue to the concerned team" but absolutely nothing comes out of it. I don't think they even have a concerned team anymore. Funnily my account is blocked from making any transactions so I cannot move my money anywhere but refunds are still received into it (which I tried my best to divert but some still got back). As a result, they have been keeping my funds hostage for over 5 weeks now without any resolution in sight. This company should be called out and fined before they scam more people with their useless corrupt services and management.

No Wi-Fi Calling despite them using EE.

Pointless.

Not made clear when you sign up.

Previously rated this company 5-stars back in early 2021 but I have no idea what's happened to them since then!
Original SIMs all stopped working requiring new ones being issued and the only suggestion that they could offer for keeping your number was to "request a PAC, move it across to another network and then request a PAC from them to move it back to us."
I left them although my partner remained with them and just used the new number instead.
Now, almost 2 years down the line, I thought I would give them a second chance since my partner rarely has any signal issues and they do benefit from offering EE 5G.
So requested my new SIM which arrived in good time, inserted it, tested the signal which was great and then the problems began as I requested to port my number across using my PAC code.
The number change portal on the app simply would not work for me so I messaged customer services using the in-app support feature and wasn't told until a day later that this was due to me having an old account with the number that I was trying to port. They asked whether they'd like that original account deleting so that my new account could be created and I agreed. This was 2 days before the first Christmas bank holiday so I was still confident that it would all be sorted before that.
6 days later, my number finally went across and the account view on the app changed to reflect this as my balance vanished. So I made the change in the settings to input my new number and to this day, I'm still unable to load the account view for my new number. Have been in contact with the customer support team since over WhatsApp and whilst they were initially quite helpful and suggested numerous things to try, they then changed their tone on 29th December and said this is a known app issue which we're working to fix soon. It's now the 7th and I've messaged several more times since to provide a few screenshots and videos to see whether that would help them diagnose my issue sooner but they have now started seeing and ignoring all messages.
I only paid £10 to this company and still feel ripped off! Avoid at all costs!
They should be ashamed of themselves! Especially given their multiple reviews regarding their new debit cards which appear to be losing peoples money. Sadly, I don't think they'll be around too much longer.

Terminated my account as it was inactive for just over 30days. Breaking their own ToS that says 90days. Was last topped up 13th Oct. Expired 12th Nov. This doesn't leave 90days between then for inactivity. Lost my number that iv had for about 4years. Along with a ton of Internet related apps like work, online banking, PayPal, etc. Customer services are the most unhelpful. DO NOT USE, STAY AWAY.

I will stress, this review is for the mobile side only, which has been faultless. The signal is strong, data speeds very fast, and I don't suffer with any drop outs. The initial switchover was simple, and i brought my number over with me easily too.

As a mobile company i would definitely recommend.

This network looked great on paper, with a well presented website and good looking app. The offer seemed too good to be true…. It was.
Where to start, as a new customer nothing is explained or instructed well, you pretty much have to ask the web chat how to do everything.
Such as, you top up an amount thinking that’ll be the bundle, no you have to the convert to a bundle. You have to order the cash card at the same time as the sim or the free bundle does not work, even if you paid online.
Now the cash card is truly awful. Firstly to activate to you have to activate online, makes sense, but mentioned nowhere, you have to go to a cash machine, enter pin and complete a balance request.
The card continuously gets declined, really embarrassing when it’s more than once, and for no reason. Topping the card up is very difficult. Me for example trying to request money from my bank, did it in euros which then lead to bank charges. Apparently this was a temp fault but no offer to return the charges. I couldn’t ever get the bank transfer to work so paid on card which incurred a charge each time.

I tried doing a cash transfer continually to a friend from my balance, the app crashed every time.
The network runs on EE which is the only saving Grace, good 5G and indoor signal. No Wifi calling though.
I doubt this company will see 2024.

You say you “reached out to me”. Outside this platform, I have heard nothing from you either by email or via your “support” function via the app or by phone. I have received no request for information.

No point telling me the CS times as my original messages were inside of the operating hours.

Diabolical service.

Change of review all sorted great support thank you

Updated 30/11/22

Ive previously worked for 2 mobile networks in the past; here is my journey with To The Moon mobile from start to finish, in full detail.

TLDR; be cautious of transfers, £400 of mine took over 32 days to complete

The good points:

Ordering a SIM and the whole signup process is a breeze, no issues whatsoever, the app is sleek and modern with almost a premium feel. The SIM arrived and worked straight away, no issues on the mobile side of things, however, it’s worth noting that you cannot send MMS messages.

The card on the other hand wasn’t so good an experience. When I initially got it, it worked the first day and then stopped working for 3 days. Contacting support resolved this for me but I was unable to use the card all weekend. There are relatively little issues using the card in general apart from the odd timeout however this has been resolved since they have moved their payments platform from Dzing Finance to Currency Cloud (also used by Starling Bank). The difference is night and day in card transaction speed and reliability.

The whole premise of using your card and getting rewarded with mobile data is great. The network itself runs on EE so you’ll get the same coverage and speeds as EE customers, this means signal is decent and speeds are likely one of the fastest networks available.

The bad points:

Customer service isn’t available on weekends, not for mobile or finance so if your card stops working (as it did in my case) then you are waiting until Monday for it to be fixed. I’m a bit disappointed by this as it stopped me fully investing into this account and using it as my daily driver.

My SMS service was cut off for some reason over a weekend and I couldn’t send text messages. Apparently their system identified my messaging patterns as suspicious and this flag needed cleared but I had to wait until the Monday to get my SMS functionality back.

When 5G was introduced to TTM customers, my iPhone 13 wouldn’t automatically connect to 5G. I tried every troubleshooting task in the book, bearing in mind, this was my job for years, and nothing would work. I advised that from my experience, a SIM swap fixes the issue and the support staff worked with me to send this out. Sadly, they failed to mention that in sending out a replacement, it cancels your current active SIM. To add insult to injury, Royal Mail were striking so I was going to be a while without a SIM. I was without my SIM and number for the guts of a week, which I needed for work. Thankfully the new SIM fixed my issues and I now have working 5G. In the meantime, I had to buy a £10 SIM plan from a shop out of my own money. It would have been nice to get a refund or at least airtime credit but staff didn’t acknowledge that I had to use £10 of my own money when I told them. At this point, I thought I’d give To The Moon one more chance as I love the premise of it.

On the 27th October, I sent £400 to my To The Moon account and I didn’t receive it until 28th November. The customer support staff are apologetic and it seems like they understandably are at the mercy of waiting for another department to sort this, however, this just isn’t acceptable. Sadly I had to also raise a complaint about this issue.

Summary: For a prospective customer considering joining, be very weary and cautious in the amounts you deposit. Only put money in that you can afford to be without and not have instant access to.

For those who reached this far into my review, thanks for taking the time to read this and I wish you all the best.

Disgraceful company. they hold your transfers. .money goes missing they say they sort it same day.. yet days go by without your money. STAY AWAY if you value your money. They will take it and make you chase for your own money for weeks. They have changed banking provider several times clearly because of this fraud they doing. They have too!!

Absolutely fantastic service. I reached out to the customer service team for some help with my finance account and they were extremely helpful and attentive. Received a response within seconds and resolved issue very quickly.

Great service and fast sim delivery! Very customer friendly network and good value for money

Opened an account hoping to be able to recieve my salary and some money from family customer service is very poor and slow replies transfer speed have no mention on the website and even on here it’s in the wrong category

Reply-
No you haven’t reached out directly also now I’m on day 4 of trying to recieve my money and the agents carry on lying to me have also reported them to financial ombudsman 🤷🏾‍♂️

I contacted them with a couple of questions about the mobile service. They did not answer my email. Not very good customer service for a new company…

In reply to the feedback. I received no reply to my email. It is now the 9th of November. No reply.

There have been many issues over the last month with TTM's system. My card has been declined far too many times for no other reason than TTM were having "issues". The free mobile side of things is great but if payments are constantly being declined it means you always have to carry another means of payment and it is difficult to reach your spending total. I have reached my free allowance this month but in order to do so I had to spend more than I originally planned. Customer service are slow to respond and if you don't keep on at them they never get back to you. I'll give it another month to see if things improve but I'll be going to another mobile provider if the problems continue. This has the potential to be a great service but there seems to be many problems at the moment.

Worst customer service. Second time they have had technical issues and lost money. It’s been 5 days since they have essentially lost 3 transfers made to the account. No actual resolution just ‘we haven’t got an ETA on when this will be fixed’. DO NOT use this!

Gutted to have to edit this but, as soon as I left a nice review they stabbed me right in the back, and now ignore me and have put me in massive arrears cheers for that, no wonder people get pissed off

My work paid my monthly salary into this account and till 5pm i haven’t received it, when i contact support they advised they’re experiencing some issues which affecting funds to reflect on the account but they’re not sure when it going to be resolved and no reasonable timing when i can get my money and i am in limbo thinking what’s going to happen to my funds, i don’t know if i can receive my funds by the weekend so i can sort out some personal things.

Seamless onboarding, did not even realise that I finished and had my sim card ordered, and current account and debit card issued. The site and the app are great! We need more of such companies! Would definitely recommend. Well done, guys!

Avoid like the plague. Transfers to the account just 'go missing'. I'm now hungry with no money 26 hours after sending money to my account which has not shown up. This is not the first time this has happened. No support whatsoever. No phone number. And they go home at 5pm every day. I will be filing a complaint to the ombundsman regarding these practices. After raising these concerns to the company via social media THEY HAVE BLOCKED ME.