Lebara Mobile (FR)
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Unable to use my full data allowance while roaming and no communication from Customer Service.
Until recently I have praised Lebara for service, signal and ease of set up. I had the 6 month introductory offer from MSE and am now on the normal monthly tariff for 5Gb of data. However........ I was recently in Spain using my phone for "Roam like at home" as is advertised. When at home I'm usually using WiFi and home broadband, so my sim data usage rarely exceeds 2Gb per month. I received a text from Lebara in Spain telling me that because I was using more data than I usually use at home, they would start charging me. This was despite being well within my monthly allowance and just a few days away from my monthly refresh and top up. I phoned the helpline which was not easy to understand and was told that I'd been away from the UK longer with my phone than I'd been at home with it, which is completely wrong. The phone helpline was not able to help or sort the issue at all. I sent an email asking for clarification and used my phone sparingly. I received a receipt message for the email, but no reply within the specified number of days. I sent a reminder and still no reply. I bought £10 of top up credit in case there was any emergency to deal with, but then turned off my phone until I got back to the UK. Still no response from Lebara and a worry for anyone who thinks they'll be able to use their full data allowance while roaming. Extremely poor service.