Help! Can’t get Lebara to send me replacement SIM

I moved from Vodafone to Lebara porting my number. I needed to put in new SIM on 8 April. On that day I couldn’t find the SIM. I lost Vodafone and have been without SIM ever since. I can’t request a new one online because I get a response of either a) don’t recognise my number contact customer services or b) they send a verification code by SMS which I don’t receive because I don’t have a SIM. I’ve explained this on chat to a dozen people at Lebara. I’m told they must call me but I don’t have a SIM so yesterday I waited five hours at a friend’s house waiting for a call that didn’t come till this afternoon and I wasn’t there to take it I can’t work out how to change provider to a new provider and keep my number because I can’t SMS for a PAC code. Please can someone help me get away from Lebara or get a replacement SIM??!

rowena1978

I had similar experience. You can’t get a sim with your old number. It’s catch 22 it won’t allow you to order a SIM online and you can’t phone their helpline because you haven’t a SIM card. The helpline is useless. I know it saves money by basing it in India but, when you are dealing with someone with poor English, then it’s complicated

rowena1978 this sounds like a tricky situation! I'll escalate this to the team who can advice on the best way to proceed. I'll update you here once I hear back.

Bigowl how did you resolve the situation? I got a call. Went through half a dozen verification questions with the caller only to be told she’d send me an email with a link to order à replacement SIM. The email never arrived. So I’m back on the chats trying to get help. I’m 48 years old. I can say with absolute confidence that I have never before experienced such poor customer service in any setting. The people on chat say reassuring things that simply don’t happen - you’ll get a call within the hour - didnt happen, within two hours - didnt happen, the call came a day and a half later, I ordered your SIM it’ll be with you in five working days - didnt happen, get on the chat and ask them for a call and I’ll call you straight back - didnt happen. Meanwhile I can’t order medication, make or receive phonr calls,make or receive SMS, login to government gateway etc

rowena1978

The only way I could resolve the LEBARA problem was to move to another provider. I was reconnected within 24 hours. Having lost my phone and bought a replacement, LEBARA was most unhelpful. Not only did I have no phone connection but, they were collecting money from my bank account.

rowena1978 you can request replacement SIM via the Lebara website and the verification will be sent to your registered email address from your MyLebara account. If you continue to have issues with your number not being recognised, please contact customer support for further help.