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Review summary
VOXI Mobile has room for improvement based on customer feedback. Customers particularly appreciate service and great value, though some mention concerns about customer service and communication.
Can't believe a simple process of getting started with a SIM could be made so difficult. The initial information with the SIM indicated that once it was in the phone and registered it would take 24 hours to activate. After 24 hours it hadn't so contacted them through the Chatbot and was advised it takes up to 48 hours. It activated after 54 hours, other SIM's I have used take an hour at most.
Not liking the service I decided to cancel, another process that is not straight forward. If you cancel then the contract is not cancelled until you use your STAC with another provider. I wasn't going to use the STAC. You can't remove your payment card from your account unless you contact them. I ended up pausing my contract and will let it time out over the 6 months timing out period. Everything about Voxi is designed to make it difficult for the customer.
I'm shocked at reading all the negative reviews. Been with Voxi for a good few years now after deciding to avoid expensive contracts and to buy my phones outright.
I've had no issues at all with Voxi and only had to speak to them when I first moved to them, which must have been over 4 years ago.
You get great sim only deals and they are essentially Vodafone, so you're getting a great network as well. You can also keep an eye on the website, and if a new plan comes along that offers more, usually always at the same price you're already paying, you simply purchase a new plan, which I've literally just done.
I would take the negative views as a pinch of salt. Voxi are fine and I was happy with customer service when I did speak to them, but that was many years ago. The fact I don't need to call customer service shows I've had no issues.
Voxi – Surprisingly Excellent Value with Solid Performance
’ve been using Voxi for a while now and honestly, it’s been a genuinely great experience all round.
The 5G speeds are fast and reliable, especially in London — no lag, no buffering, no dropped signals, just seamless connectivity whether I’m on the tube platform or walking through central. Even when I travel around the UK, coverage holds up really well. For a low-cost network, it punches way above its weight.
Sure, it’d be great if EU roaming was included, but even then, paying £10 for 60GB of data is an absolute no-brainer. The value you get is hard to beat, especially with unlimited social media usage on top.
It just works. No fuss, no hidden charges, no nonsense. Voxi might be low-cost, but it doesn’t feel budget — and that’s rare.
Highly recommended.
Awful customer service and plan.
Customer service used to be good but now it's bey poor with lots of copy and paste answers where they don't actually read the issues you are having. They also don't have a contact number to ring on so you HAVE to deal with the poor customer service online.
Also I got a plan with 60gb and they are telling me I have ran out of data even though this isn't true when looking at my usage. When I tried to raise this with CS they wouldn't address this.
Also the "perks" (in quotation marks as they are hardly perks) are very poor compared to other providers.
Also the free social data seems like a con - quite from CS when I said social data was being included in my overall usage - "for you to enjoy unlimited social media data whilst using WhatsApp means you should have normal data for it to work and that depletes your data.". So basically saying that using WhatsApp (which is meant to be free data), will in fact actually deplete it.
Went with Voxi in June to try and get better internet as the site we are based on has poor reception. Only Vodaphone works. So went with Voxi (they are Vodaphone )as they cheap prices to lure you in but the worst customer service possible! Signed up to a data plan, pay as you go and it literally does not work. Total waste of time. There customer service is entirely online so trying to contact these muppets via the online chat. AI bot works but as soon as you ask for an agent it tells you to wait and no one answers. Shame Smarty does not work in our location as so easy to use compared to Voxi
No internet, no refund, and extremely poor support
I have had no internet service since the SIM card was delivered. Despite explaining this several times through their chatbot, VOXI refuses to issue a refund, only quoting their 14‑day policy, even though I have been paying for a service that has never worked.
It is extremely difficult to communicate with them – there is no clear phone support, and the chatbot simply loops through scripted responses. I have wasted hours trying to resolve this and still have no working service or refund.
Very disappointing experience. I cannot recommend VOXI.
Terrible signal but that’s not the worst part of this company. You can’t speak to an actual human on the phone. I resulted in setting up an X (twitter) account in order to communicate with a real person. Even then it’s painful. AVOID
I just want to express my feeling to Voxi and pass it to the related department.
Base on the data cover issue recently at our property location.It really disturbs me of our daily life.And we are planning to leave Voxi which both of us me and my partner.
And it happens two times,The second time was completely losing network cover with out any notice before happen.It last a week or more and from day to night.Unacceptable service that I do pay for the service but I can’t get any service at all after I paid.
Cancelled within cool off period, but refund still hasn't been provided beyond the 8 working days stated
I ordered an eSim whilst on holiday as my current provider's coverage was pants, but Vodaphone's seemed good in the area.
Voxi claim that eSims should take no longer than 24 hours to be emailed to you. However, 24 hours past and it didn't appear (not even in the junk mail). In the meantime, I managed to set up an eSim with ID Mobile who sent the eSim instantly.
I therefore choose to cancel the service with Voxi within the cooling off period, claiming a full refund for the unused sim. The only way of contacting them was via the chat bot which eventually took me to a supposed actual person (although I do question this, as they seemed pretty robotic).
We seemed to go around in circles regarding whether the service was cancelled or not, with answers provided contradicting previous statements on cancellation. I therefore requested an email confirming that the service had been cancelled, and they tried to weasel out of it, but after half an hour and escalation to their line manger, they finally confirmed the service was cancelled and sent an email according. They also confirmed that a refund would take 8 working days maximum.
Eight working days past and there was still no refund. I once again went on the chat bot and was eventually referred to a "person". However, this person insisted that they needed to reactivate my account to process the refund, and this required me to set up a new eSim.
I told them that I did not trust that this wouldn't reactivate my service, and thus void the termination within the cooling off period. I therefore wanted the refund to be sent to my provided card details. I was told repeatedly this wasn't possible.
I therefore requested the issue was escalated to their line manager and a complaint was raised. After ignoring my requests three times, and repeating the need to set up an eSim to carry out the refund, I eventually got referred to a "manager".
This "manager" asked me to repeat the issue again and then proceeded to try and get me to set up another eSim...
After repeating my request for a refund to my provided card details, I got told I had been referred to the wrong "manager" and waited another 10 mins whilst a new "manager" repeated yet again the computer says no answer of setting up an eSim to issue the refund...
I ended the chat (after an hour) with them confirming they had escalated the complaint and that I would receive a text to my provided mobile number (not the Voxi eSim) confirming the complaint had been logged within 2 hours. However, it is now nearly 5 hours and no text has been received.
I have therefore pursed a complaint with an email address I found for Voxi (which incidentally the chat people refused to give to me). Unfortunately, Trustpilot won't let me add it here for your benefit, but if you Google "Voxi email address" it does come up lower down in the search.
I had a problem with my order (phone). Voxi rave about their passion for ‘easy returns’. They issued me a PrePaid DPD label and I posted this and got my postage receipt.
After 14-15 business days, I contacted Voxi as I wasn’t refunded. They told me that dpd haven’t delivered this item and that I need to wait.
It’s now been 1 month. I’ve spoken to DPD and they have confirmed that this parcel ‘should’ve been delivered my now’ and that the shipping label buyer (Voxi) need to open an investigation.
I’ve tried extremely hard to communicate this with the Voxi representatives, but they seem to follow a script of ‘we can’t do anything until we receive the item’.
If you use Voxi, your consumer rights will get violated. I am opening a claim in the small claim courts for this, and will edit this post with an update when I’ve been to court.
Please please please, avoid VOXI at ALL COSTS (unless you want to be violated and robbed).
£900 lost, into thin air. (For now)
So I’ve been having many issues 2 weeks into voxi they are telling me to wait 2 days without sim???
And it’s their fault they can’t manage me a e sim when I tried contacting they ended the online chat on me
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