Parents! Beware!
I switched to Lebara recently because, after being with O2 since they were BT Cellnet 👴🏼, I felt absolutely mugged off by their price hikes and their deals did not represent my loyalty.
I found Lebara through USwitch and secured a good plan, and 3 months later decided I would switch my teen to Lebara too.
I went into the Lebara app (screenshot attached) and hit ‘Shop’ and ‘SIM only deals’ and opted for the 5GB plan. Some days later, I realised no new SIM had arrived and there was no indication of one being dispatched. I went back into the Lebara app to find that I had two plans attached to my phone number - my original plan + the new 5GB one. Very odd.
It cost me £2.49 to have a new SIM card sent out, it arrived planless, and I assumed it would be straightforward to add the 5GB plan I already purchased the week prior onto the new SIM for my teen. I was wrong. After far too long on the phone to a chap who didn’t seem to understand in the slightest what my problem was, I’ve managed to cancel the second plan on my phone number, need to set up a new plan on my teen’s number, and a refund request has gone to the finance team with no guarantee of a refund for the original plan that was bought for my teen that came SIMless and can’t be transferred to the SIM I ordered subsequently.
I am struggling to determine whether I’m just a bit thick, or whether their app’s shop was a bit misleading. Surely the plan should have come with a SIM? Who buys two plans for one phone number?
Anyway, I just wanted to highlight this in case anyone else was hoping to buy and manage a plan for a child and/or relative. You need to buy the SIM first, the plans do not by default come with a SIM despite being marketed as “SIM only deals”. Perhaps they should be renamed “SIM-less deals”.