topic Re: Refund for unused SIM in Account and services

Refund for unused SIM

Dneptun4o — Mon, 20 Oct 2025 13:50:06 GMT

Hello, I arrived in this country on the 14th and bought a SIM card. I put 15£ but my SIM wouldn't work. I used the hotels wifi to call the technical team and we tried many troubleshooting guides to no avail. The SIM wouldn't work in my phone. I couldn't receive calls nor use the internet, even the auth codes wouldn't go through. It said no service. I spent 2-3h for nothing so naturally I went and bought from another company and it worked. Great, now I had a useless SIM card with 15£ inside. I called to get a refund since I haven't used it and after 30 mins was told that I won't be getting a refund. Isn't there a 14 day return policy? Also I want to write an email but an email wasn't provided either. This feels like a scam company honestly. How can I get my refund? I haven't spent a single GB or made a single call.

Re: Refund for unused SIM

MichaelP — Tue, 21 Oct 2025 12:23:14 GMT

Hello @Dneptun4o,

It's not good to hear that you had no service after purchasing the PAYG SIM and adding credit.

I'm going to send you a PM to connect you with some colleagues, who'll be able to check your account to see what we can do.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Michael

Re: Refund for unused SIM

JonathanB — Wed, 29 Oct 2025 14:32:41 GMT

Hi @Dneptun4o,

Did you manage to speak to the team Michael suggested about this? Please let us know if this was all sorted out or if you still need any help.

Thanks,
Jonathan