Unresolved PAC code transfer issue and persistent poor customer service

Thought I’d document a serious ongoing issue with Lebara Mobile that has now lasted two and a half weeks without resolution. I switched my business account to Lebara and paid for substantial printing materials with my previous number. However, the pack code transfer has failed completely.
What's deeply concerning is not just the initial failure, but the response since then. I receive identical responses daily as though my previous communications have never been heard. The complaints team rings almost daily to rehash the same ground and I'm being given contradictory instructions and frankly, misleading information. I've been asked to buy additional SIMs and visit Tesco to purchase a blank SIM, with assurances each time that 'this will be sorted today'—it never is. When I've explained repeatedly that my previous network has confirmed the number is gone to Lebara, I'm now being asked to return to my previous provider, a request that makes no sense given what I've already been told.
The incompetence, the apparent disregard for the impact this is having on my business, in time and lost revenue, along with the lack of honest communication is beyond acceptable. My business has been without a live number for two and a half weeks. This needs escalation and genuine resolution, not recycled responses and empty promises. I seriously hope that if call recordings are used to improve quality and customer service, someone listens to the hours I've wasted and acts upon it.Incredible.

Can you request a pac code?
i have just got my number working fully, had issues with eSIM not letting people call or text me. Ended up buying a Lebara sim and got an agent that new what they where doing and transferred my eSIM to the physical sim next day. It did take me 2 weeks of useless Lebara customer service before I got my number fully working.
Good luck

ItsFobbo I'm 3 weeks without a number now and had hours of daily converstations with complaints team and regular agents, still, to no avail? The worst customer service block i've ever encountered, that's a fact. Daily apologies, followed by, it's been elevated, then a not so funny comedy of errors in having to purchase another esim...number had been transferred in to Lebara from original pac code and it appears the esim code they sent me (twice) was'nt for the new one they asked me to buy..couldn't make this up, beggars belief. Personally, im not convinced that Lebara are ready to offer a proper esim service, particularly if you wish to retain a number on another network.

It's going from bad to worse!! Daily lies from Complaints team and agents claiming a superviser willl call, then nothing? Anyone of 30 day rule that you can't add another Lebara esim in that period?

Having a similar problem. My number ‘apparently’ ported over 2 days ago, however I cannot do anything, no signal on my phone, no calls, texts, iMessage/FaceTime don’t work and I can’t even request a pac code as I can’t receive it!!! They told me the number swap feature isn’t available so I can’t buy a sim in store and swap my number over that way either. Wish I hadn’t even bothered moving from my old provider!

Limebasil I feel your pain and regret massively, switching provider...I'm a month in now without the number I needed to port! "The bitterness of poor quality remains long after the sweetness of low price is forgotten" comes to mind unfortunately. Sadly, I have no advice to help you with, i'm averaging an hour a day on the phone to complaints and suppport numbers 5588 and 0207 031 0791...if your existing number isn't overly important or needed, maybe get a number from Lebara and a pac at the same time?

PACMark it’s a total joke. I cannot get a pac code as they send it via text and I cannot receive or send text messages!!! I’m just going to have to get a new number I think. What a PITA

Disaster! Changed from another provider, followed all the PAC rules, set up the Lebara SIM with credit for 3 months, Nil showing on account. Added credit card details. Need phone for travel next week and to confirm various online and banking transactions. Wish I had never changed. Why do Which? recommend them? Wish I'd stayed with old provider.

Another hour of over explaining from Complaints team in progresss now still...nothing changed as an outcome!! Has anyone else experienced talking to a network daily, where your call is recieved like it's the first time you've reported it?
I'm convinced that Lebara have offered an esim service when they are clearly not set up and geared for it. There are many of us Guinea pigs,I'm sensing.

I have exactly the same problems coming from Smarty to Lebara, so it sounds like they are using the same script sheets, just changing the company name. Come to think of it they all probably use the same Indian Call Centre. I just need a PAC to keep my old phone number. I have got nowhere for 5 days now from either company.

Im facing a similar issue with them. I have lost access to my number since October 25. The customer service say they can't transfer my call to complaints team and promise me a call from their supervisor which has never happened. I have repeatedly provided them a contact number almost every other day still no response from them.

I am still talking to them daily being told it's escalated and getting varying answers such as, 'you can't transfer esim to esim' then another operator saying that you can. it's beyond farcical now and needs to be shared in the media. Daily lies and total incompetence, 7 days a week of being told it has been escalated and technical will sort this.

Just reset phone and all settings...3 lots provided by complaints agent thats taken another hour of my time...zero change, same issue, temporary Lebara number still apparent...worst incompetent service i've ever encountered.

Leaving Lebara, now requesting pac codes for all numbers ported, or attempted to port, farcical service.

I also left in the end, I joined ID mobile. My experience couldn’t be more different, so much better!