Truphone Anmeldelser 182

Absolutely disgraceful customer service. I’m in the texh industry and if I ran my business like this I’d have no customers. But since they are a monopoly in Australia what choice do we have. Has a family share Apple Watch with truphone plan working perfectly. The watch broke and Apple replaced under warranty. I got onto the truphone portal and transferred the EID to the new watch. But the plan is not activating on the new watch. I did everything as per instructions. Contacted support numerous times was was treated horrendously. Was treated like an idiot. They kept closing the ticket without solving the issue. Refused to help say there is nothing they can do. They closed each one of my support tickets immediately. Clearly happy tot take the money but not help. I’m just disgusted. Worse customer support I have ever received.

I purchased a monthly plan for my Apple Watch with family setup. The website is made such that you can set up everything quickly by yourself. I was able to text and call with my watch in minutes.

As I eventually decided to return my Apple Watch, I didn't need their plan any more and could simply cancel online within the trial period. So in my experience, their website makes things so simple that no communication with the customer service is required.

Per 1/1/2022 geswitched van Truphone naar een andere provider. In juli 2022 credit nota ontvangen. Ondanks gedurende 6 maanden 5x bellen, en elke keer te horen krijgen dat er aan wordt gewerkt en dat het bedrag betaald zal worden, nooit het credit bedrag terug mogen ontvangen (status 30/1/2023).

In March last year I would have given 5 stars but with my recent experience I would give them zero. I bought a Truphone eSim in Australia in March 2022 and it worked perfectly. However in November 2022 I bought a Regional eSim in Singapore which should cover Australia as well. It worked fine in Singapore but as soon as I landed in Brisbane it stopped working. I tried everything even asking an Apple expert for advise (I have an iPhone 13 Pro) but there was no way that we could get it working. We even removed all eSims and reset the phone. All over Christmas it did not work and to my annoyance it autorecharged even though I specified on the App that this should not be done. During this time I was trying to speak to Technical support and although (when I eventually occasionally got through) they did give some advise, it was of no use and has never worked
Furthermore their 'Award Winning' customer support is absolutely appalling and not as claimed on their website to call back in 60 Seconds and email back in 60 minutes - its more like 60 days, if ever. They log a complaint and give it a number but don't respond to it. There is a UK number that they suggest you call but that is not much use for an eSim in a foreign country with only data. When I did call using Skype and my son's phone they took ages to answer then promised to call back but did not. The two emails
out of the 30 odd that I sent over the two month period to which I had a reply were of no help at all.
When I got back to the UK I eventually got through and although Antonio was very polite he could not help me fix the problem but offered to give me a full refund which I have now received. I asked for compensation for the hours I had spent over the Christmas Holidays trying to sort this out instead of enjoying Christmas with my family but that was not forthcoming. The funny thing is that my wife who has an identical phone to me and the same eSim had no problem but my daughter who has an iphone 14 suffered the same problems as me and never got it to work. I will not be using them again!

Wie bei vielen anderen hier. 7 Tage Testzeitraum danach der Versuch mit 0Eur die Jahresgebühr von 79Eur abzubuchen. Da klappt nicht und jetzt können wir die Apple Watch mit Familienfreigabe nicht nutzen…Support ist nicht existent.

Ständig Probleme mit der Abbuchung von egal welcher Kreditkarte. Sie wollen offenbar mein Geld nicht. Die AppleWatch mit Familienfreigabe wird dadurch nutzlos. Ich bin in erster Linie stocksauer auf Apple, dass ich gezwungen werde, so einen Laden wie Truphone zu nutzen.

Terrible customer service. I tried to subscribe to their service but could not sign up for an account. They wanted me to verify my e-mail address by clicking a link in an e-mail. Thei link did not work and I reported this 10 days ago and repeatedly reported since then. No response. I will take my money elsewhere.

Ich lese die voran gegangen Kommentare wie ein Déjà-vu.
Konto wurde vor kurzem gesperrt, obwohl die KreditKarte vor über einem Jahr hinterlegt wurde. truphone kann aber jetzt nicht abbuchen !?
Versuch die Karte erneut zu registrieren funktioniert nicht.
Neue Karte zu registrieren funktioniert, aber der Account bleibt gesperrt.
Der Customer Service ist unterirdisch.
EmailAntworten scheinen automatisch generiert.
Bei Emails, hinter denen man eine menschliche Aktivität vermuten könnte sind kurz, lustlos und gehen nur oberflächlich auf das noch immer nicht ungelöste Problem ein.
NICHT zu empfehlen!

I used Truphone in the US a few months ago and it worked great. I bought a new data package a week ago. They took the money from my card and after a week the eSim still will not activate despite me resinstalling it multiple times. I have tried emailing them and even managed to speak to someone on the phone. But it still doesn't work.
Avoid this company.

Bought 2 apple watches for Christmas and there is an error in the cellular setup. I cannot get in touch with a person to save my life. Email is only form of customer support for non-business customers in the US. No response after 3 full days. What about a live chat? What about a phone number? I don't know if the service is good or not because I can't get it started, and apparently, no one at Truphone cares because they took my first month's payment. Shocked that Apple recommends them for the United States.

I have raised a ticket on Saturday and had zero response. Bought an esim package that is not working in any way for use in UK. Trying to call the number gives you an automated message and cuts you off. They claim to reply to emails within an hour. I have had no replies despite chasing up twice. Avoid, they are a joke.

TERRIBLE ATENCION AL CLIENTE

No lo recomiendo para nada.

cogí un plan de e-sim para una Apple Watch y los tres primeros meses funciono bien después dejo de funcionar y no me dieron respuesta eso si todos los meses me cobran un servicio que no me están dando. Solo les puedes contactar por email te dicen que lo están mirando y nunca mas responden.

A big fat zero, if an option !!! They are not meeting the security regulations brought into place last year, by processing 3D secure, so our bank HSBC won’t transact with them !
They don’t reply to anything, can’t contact them. Have asked them to purge all data on us… can’t get anywhere on that… so they are in breach of data protections laws too..
My son’s Apple Watch is now locked to Truphone, even though we have cancelled everything, but can’t reset it.. and again no response of any use from them.
HAZARDOUS WARNING: DO NOT USE TRUPHONE !!

7 Tage sind vorbei und das Handy wurde gesperrt, obwohl Kreditkarte hinterlegt ist. Zu meinen erschrecken steht jetzt auf einmal auf der Homepage, dass keine neue Kunden angenommen werden.
Die Zahlung wurde auf technische Grunden abgelehnt: in die bankbestätigung wird die Genehmigung gegeben für eine Bezahlung von€0 und dann wird versucht die €79 für einen Jahr abzubuchen. Natürlich sagt der Bank dann: nee, das darf nicht sein, und lehnt die Zahlung ab…
Kundenservice ist nur per email oder über die AppleWatch erreichbar!!
Aber die Kundenservice versteht nicht was genau das Problem wäre, bzw. „Spielen so“ also sie es nicht verstehen. Und dann versteckt man sich hinter die Ausrede, dass es eine andere Abteilung ist, die es lösen sollte.

Update - 2025: mitlerweile hat sich das Problem (schon längst) gelöst. Truphone hat sich jetzt in 1Global geändert. Dort funktioniert es. Aber ich muss leider sehr oft die Apple Watch neu starten um wieder Verbindung zu haben. Ein super Erfahrung ist es nicht - aber es funktiniert einigermaßen - jetzt schon seid über 3 Jahren.

Seit Anfang an funktioniert die esim nicht mit meinem iPhone! Alles richtig eingestellt und reguläre simkarten funktionieren. Andere esim Verkäufer haben immer funktioniert.

Warum verkauft man ein Produkt welches gar nicht funktioniert in dem Land?

Ich würde dringend abraten hier etwas zu erwerben.

Mit freundlichen Grüßen

Ca. 1 Jahr lang hatte ich alle von den anderen schon beschriebenen Probleme mit der e-sim für die Apple Watch für mein Kind: telefonieren war nicht möglich, nur tracking, aber auch nicht immer zuverlässig. Kundensupport konnte nicht helfen. Irgendwann kam ich auf die Idee, einen neuen Vertrag zu machen, mit neuer Nummer, das ging dann eine Zeit lang. Jetzt allerdings ein neues Problem (auch hier schon erwähnt): die Kartenzahlung geht nicht mehr durch, dabei funktioniert meine Karte, ist nicht gesperrt oder so. Karte gelöscht, Karte neu angelegt, funktioniert weiter nicht. Kundensupport empfiehlt anderen browser oder andere Karte. So ein Sch....Im Grunde bin ich eher sauer auf Apple, dass es nicht möglich ist, andere Anbieter zu wählen und denen das Problem gänzlich egal ist. Der einzige andere Anbieter, Telekom, verkauft die e-sim nur mit Watch. Daher keine Alternative, denn ich habe ja eine Watch. Daher kann ich nur sagen: Finger weg davon, die Apple Watch mit Familienfreigabe bei Apple direkt zu kaufen, es ist nutzlos. Dann lieber ein eigenes Iphone für die Kids.

Firstly, my bank couldn’t process my monthly payment as Truphone don’t use 3D secure. So I ended my plan and took out another plan and now I have no network connection. You can’t speak to anyone as their phone lines aren’t working (oh the irony) and they are not replying to emails.

Can I give this a zero!? My modem went out, and I went through my Apple iPad, which I paid extra on the iPad to get cell service on it, if needed, for vacations or emergency. Truphone was an option. I went in, and they offered five gigs for $55. I bit the bait and next thing I knew, I was told I had used up my 5 gigs in less than 11 hours using email & Facebook. (I slept through the night, so I wasn’t using data in my sleep for the other hours) When I contacted Truphone to try to get help, they were unhelpful and unfriendly. When I finally got service, (BTW, through AT&T —they were wonderful!) and then I got my modem, I found out through research, that Truphone had options for much less cost and much more gigabytes, but it never was offered or showed up when I was searching. When I went to Truphone customer service, it was basically, “too bad,“ and they really didn’t care—pay up. I was so disappointed, and I have never reported poor customer service, but this was too much.

ZERO stars. I have dual eSim. I live in Poland and travel Western Europe for work. Every few months my phone simply stops working. I get call failed messages. I report it and I can go weeks before Truphone is able to repair. If you rely on your phone you can’t rely on Truphone. Terrible product. Terrible service.

In het begin werkte Truphone prima maar helaas, we zijn nu 3 jaar verder en het portal waarin we onze mutaties bijhouden werkt van geen kanten, mutaties worden niet doorgevoerd, feedback vanuit hun helpdesk is zeer slecht en klantonvriendelijk.
Ontvangst in diverse Europese landen is niet goed, iedere keer dat er een landsgrens gepasseerd wordt moet een gebruiker handmatige handeling uitvoeren om weer data te kunnen gebruiken.