RWG Mobile Arvostelua 

Cancelled my subscription the day I received my SIM, never activated. Yet the month later they took another payment, ignoring my emails too.

I purchased a 24 month sim on 30th March 2023, the Sim wasn't delivered or activated until early April, yet they cancelled the contract on 1st March stating I had used 24 months - needless to say, I have requested my PAC code and will be moving provider, the customer service person was not helpful at all, the service wasn't great either - AVOID

Edited: Calling DOES NOT work at all. CS non existant. I never had this problem with other SIMs in the same phone / places.
Support numbers don't work and you won't get a response via email, office is in Newport, it is a virtual office. There is no one there!!!
PAC code did not work. Unable to transfer number anywhere else.
Tried them for 2 weeks, not a good experience.
2FA texts are hit and miss too. Don't expect to do any banking when you need to.
Seems like a guy in a bedroom running a mobile operator.
OFCOM not interested - another ineffectual and useless UK regulator!!!!!
Comms Ombudsman say wait 8 weeks, then they can deal with it as complaint within 6 months!!
Unable to bank or do anything!
Resigned my self to the fact I'll lose contact with lots of people and spend months trying to change mobile number with every bank, business and friend.
***ENSURE YOU CALL OFCOM TO COMPLAIN ABOUT THIS COMPANY**
This may not help you directly, but will ensure others don't suffer the same fate. Companies like this need to be closed down by the regulators.
OFCOM knows nothing of this company being run by Now Mobile..............

Hi All, I agree with everything that has been said. From receiving a good service and response from the customer service to now totally abysmal. In fact a few weeks ago RWG went dark no service at all on three of my phones in different locations and customer service number ending as soon as it was called from any line, no apology or explanation (yes I know I'm being naïve in expecting an apology). Since then downhill fast. I'm wondering whether they are about to cease. Anyway regarding obtaining a PAC, I sent PAC to 65075 many times which did not work instead it returned the msg invalid port out code. Tried a number times. Emailed support, tumbleweed ! Called many times but waiting up to 30 mins and calls simply ended. However as I had a third sim tried and managed to get through to a human after a long wait and requested a PAC code, result! My tip is to keep trying as painful as it is and if you are fortunate to have another RWG sim, try from that number. Not guaranteed but worth a try if you still have the patience.

purchased a sim January 6th and was charged but the following month was charged again, in full inc. £9 p&p. After countless phone calls, as no sim had arrived, it finally arrived 2 months later. Failed to get a refund of the additional costs charged. Ended up cancelling contracts. £20 out of pocket.... BE WARNED

Currently trying to port my number but the PAC code doesn't come through. Tried to contact them via email many times since at least January, and submitted through their online form 2 weeks ago and got no response. What's going on? They used to be quick at this 1-2 years ago.

Another issue, since last year, for some reason it's really hard to make and receive calls. I've since switched to another sim and it works fine so i know it's not my phone that is causing the issue. I have yet to talk about this though.

I am grateful however for the sim i purchased years ago as it gives me a bite sized amount of minutes, texts and MBs monthly for free after an inital £5 top up but calls are pretty much useless right now.

Paid upfront, no SIM sent, no response to emails or online form contact, not much chance of a refund. From other reviews it looks like the company is struggling.

*Edit:
Three weeks later I still had no response, but managed to get a chargeback via my card. Rubbish.

I bought a 5gb add on two days ago to fill in when my local Spanish SIM expired yesterday. The status is still 'order received'. I tried sms on 699 as advised. It wouldn't go through on ten attempts. Reminding me that over the past year, at least, none of my photo messages have been able to get sent via RWG. Including from Wales!
So, I rang the number in the email they sent. No longer in use! Had to ring a second time with a pen ready to write the new number. After waiting ten minutes on that number they cut me off. Rung yet again. After ten minutes waiting cut off again. Basically no way to contact them and probably no affordable data.

Update. I did eventually manage to get through. But they took payment twice

Avoid, RWG do not answer any customer enquiries. I have 2 phone lines with them and I have not had any service for 2 weeks now. I wouldn't recommend RWG to anyone.

I've had a SIM with RWG Mobile since 2021 and it's been fine until three weeks ago, when it sudenly stopped working. Despite several emails to their so-called Help Desk, RWG haven't bothered to reply to any of them. There's no point in paying for a total lack of service, so I've had to cancel.

Bought a one year esim which will soon expire. RWG won't or can't extend or give me a PAC code so will likely lose my number that I have had for 23 years. They proclaim to be a member of the communications ombudsman on their website but according to Ofcoms website they are not a member of any mediation organisation.
Avoid like the plague.

Terrible company have blocked my card and lost my number - resetittotal joke company customer service line doesn’t connect

Hopeless communication. I had a data sim for use in a wifi dongle, which stopped working. I tried calling them - the number on their website is incorrect and you get a recorded message telling you to dial a different number - and was then held in a queue for about ten minutes before I was cut off. This happened five times.

I then sent an email to their 'support@' email address. A week later it hadn't been answered.

I then sent a chasing email, which again went unanswered, so I cancelled the service.

If they can't be bothered having the correct telephone number on their website or answer emails they shouldn't be in business. I would avoid at all costs.

I think RWG used to be OK. Not anymore.
Now they are just a scam to take your money, send you a SIM (eventually), but not activate it.
No answers from their support email, and if you phone them, the line keeps cutting off.

This network has an intermittent issue where sometimes incoming calls won't ever connect. This happens on two SIM cards I have with RWG mobile, so it's not localised to the devices themselves.

I'm now at the point of emailing this company 4 times regarding this problem over the course of February/March and have heard nothing back; not even an acknowledgement that my ticket has been received. I've also used the contact form on their website to no avail.

Can't even be bothered phoning them if their email support is this poor so I've since moved networks.

Two days ago the service on my RWG Gamma stopped completely. I am now without any communication on my iPhone. Paid £10 in advance and now nothing. Failed to contact support team. Telephone from another Rwg customer did not connect. Why why why Lots of emails stilll no answer

Day 1 (Monday 3rd of March):
Successfully charged my credit card (as they do each month) and the charge shows on my bank's website.

Day 2:
I can no longer make outgoing calls from either of my RWG SIMs. I email RWG to ask what's going on.

Day3:
I haven't had a reply from RWG. I check my RWG account online. The latest renewal of my bundle says "Order received" whereas all my previous monthly bundle renewals say "Dispatched". I try calling their landline but I hear an automated message saying to call a London number instead. (I assume it's the customer service number for NOW mobile, but I haven't checked.) I call 669 and the automated system thanks me for ringing NOW mobile. It plays me some wonderfully weird hold music (kind of Danny Elfman) and then drops the line after 11 minutes. I try calling back. Same result.

Day 4:
I try calling 669 a couple of times. Same result. That evening, I stop procrastinating and sit down to repeatedly call until I get through to a human. I lost count of the calls I made. It felt like a dozen or more. Eventually I speak to a person. They sounds like they are very stressed but still trying to be helpful. Asks for the reference/invoice number of the failed bundle renewal. I read it from the my RWG account web page. "No, that's last months order." Um, no. I can see last months order below it. I read out that reference too. "No you haven't made a purchase this month. You need to buy a new bundle." Mate, you've had my money, give me my service. He taps keys and says he needs to check this and that. I casually say, "So, I guess RWG has been taken over by NOW then." Defensive: "No! You have called RWG mobile." Really? That's not what your automated system says. After some back and forth, he tells me to email screenshots of my RWG account page and my credit card account page to support@rwg I ask for a PAC code for one of my two RWG SIMs. (I didn't know you could just text PAC to 65075 ! That would have been so much easier.) He sounds deflated while giving me the usual "sorry to see you go" spiel. I agree to send the screenshots anyway. I've got another RWG mobile SIM and I also want to give them any info that will help them improve their systems. I say, "I haven't had any responses to my emails to support@rwg this week. Are you sure that someone will respond to my email." "Yes, sir. I will make sure someone responds to your email." I feel sceptical

Day 8 (Tuesday 11th March):
Still no reply to my emailed screenshots. My number has successfully ported to my new Lebara SIM. I text PAC to 65075 from my other RWG SIM and receive the PAC code within seconds. Such a feeling of relief. I start the process of porting that number to my new 1p Mobile SIM. I do not want to put both my numbers on the same network again. This might be a bit paranoid, after all, RWG is a tiny operator, but once burned, twice shy.

I ordered a SIM card from the RWG website on 20 Feb 2025 and have never received it.

I emailed RWG several times and was ignored. On telephoning RWG on the number listed on their website I was told to contact a different company, Now Mobile.

I duly telephoned Now Mobile who had no knowledge of the incident so I had to get a chargeback from my Credit Card company.

Ordered and paid for a sim on 21/02 website, states will be sent out on the next working day, received nothing. No response to emails, facebook messages any social media message, cannot get through on phone as it asks for mobile number and seeing I have no sim or number is impossible, leave well alone unless you want to lose your money.

I have spent more than a month and numerous emails in trying to get Sims replaced or the deal cancelled and money refunded. Made a formal complaint, not sorted.
Promised new sims on 6th Feb 2025. Still waiting
RWG
Thu 27 Feb, 18:00 (4 days ago)
to catherinesheppard, support

Hi Catherine,

Thank you for your patience. and I apologize for the delay in responding to your concerns. I truly understand your frustration with the lack of connection on both your SIM cards and the lack of communication from our side.
Your SIM 0741029 was in a restricted state.

You must make an outbound call or text in any 90-day period for your SIM to remain active. If you don't do this, the SIM will enter a restricted state, which means you will only be able to receive inbound calls and texts. If this happens, you can contact our customer service team to reactivate the SIM.
We have reactivated the SIM for you.
​
I can confirm that your number 07410063 is already in an active state.
If you're still experiencing issues, please try the following steps:
Restart your phone to refresh the network connection.
Reinsert your SIM card – remove it, wait a few seconds, then insert it again.
Manually select a network in your phone’s settings under Mobile Networks.

If the issue persists, please let me know, and I’ll be happy to assist further.

Best wishes
RWG Mobile Support Team

Merlin House, Langstone Park, Newport NP18 2HJ | Tŷ Merlin, Parc Langstone, Casnewydd NP18 2HJ
On Thu, 27 Feb at 5:49 AM , CATHERINE SHEPPARD > wrote:
The following details were submitted through a form on Support-ENG-PER:
Mobile Number: 07410298 & 07410297
Name: CATHERINE SHEPPARD
Email:
Country: United Kingdom
Query type: Complaint
Platform - select your platform: Other
Message: My complaint is shown in email conversations listed below:
lack of connection with sims

catherine sheppard
21 Jan 2025, 12:03
Both my sims are failing to connect when I attempt to make calls. Tested on 3different phones. Screen shows 'calling' but but home 'phone nor other mobile rings

catherine sheppard
24 Jan 2025, 11:03
an early reply would be appreciated. thank you

catherine sheppard
27 Jan 2025, 15:48
Will you please respond to my request? thank you

catherine sheppard Date: Mon, 27 Jan 2025 at 15:48 Subject: Re: lack of connection

catherine sheppard
6 Feb 2025, 15:36
As you are not responding to my several requests made during the past 2 weeks, I will commence making an official complaint on Friday 07 Feb 2024.

RWG Mobile Support
6 Feb 2025, 19:11
Hi Catherine, ​Thank you for writing to us. Please share your complete postal address so we can post you 2 RWG SIM cards for the replacement. Best Regards, RWG

catherine sheppard
7 Feb 2025, 09:36
Thank you for your response. I trust the credit will be transferred to the new sims.

catherine sheppard
14 Feb 2025, 16:26 (13 days ago)
Please advise when these can be expected

catherine sheppard
18 Feb 2025, 14:16 (9 days ago)
Please advise these can be expected 2nd REQUEST I sent my address on 6th Feb

catherine sheppard
21 Feb 2025, 10:53 (6 days ago)
Please reply NOW and say what you 9intend to do

catherine sheppard
24 Feb 2025, 12:19 (3 days ago)
to RWG

No reply means I will be forced to file a formal complaint. I will also list on TrustPilot. .

I do not now want replacement.Sims. Please refund balance on both Sims

catherine sheppard. Lochinvar, Whielands Lane, Cheltenham, gl514ty

catherine sheppard
Fri 28 Feb, 15:47 (3 days ago)
to RWG

Thank you for your response. I have spent more wasted time trying to make calls, to no avail. Neither of these Sims will make outgoing calls.
They show that they are ringing but neither will they connect with my landline or another mobile 'phone.
1 did connect just now, without ringing and went to voicemail.

On 5 Feb 2025 you were going to send replacement Sims. They did not arrive ?

I can confirm that your number 07410063788 is already in an active state. This is NOT my number.

Replace both Sims immediately or cancel and refund the balance.

As my complaint has not been dealt with I shall now place all detail on

I have been trying to resolve this for in excess of 1 month and a mobile 'phone is no use if it won't connect.

Catherine Sheppard