“To whom it may concern,
-Request: account info and transfer pin
-Reason: inconsistent and bad service experienced with Lyca
Here is a full description of the service I was rendered over 2 days on a simple physical to e-sim request/
I would like to express my dissatisfaction regarding the poor communication and handling of a simple request that started off yesterday, 1/5/2026.
I was gifted an iPhone 17 by my children for Christmas. I decided to start using it and called the customer service line to get an e-sim instead since this devise doesn’t take physical sims.
After waiting for almost an hour, using a business mobile phone, I was connected. I asked if I could keep my same number first, I was told that I’ll get a different number, which I opposed. It has been 2 years since I got this number and doesn’t want to change it as it is recorded and linked to many things - I simply cannot change it.
After being told that changing will result in me using a different number with Lyca, I approached another service provider that could help me keep the same number. I called back so I can get my account information and transfer pin.
This time, also waited for almost an hour, this consultant said that Lyca mobile could effectively get me the same number on an e-sim at no additional cost. Excited, I was eager for the process.
I was transferred to the technician who sent me a text message to verify my number and that I should read it back, unfortunately, I wasn’t using my Lyca sim for the call and did not have the phone with me, so I couldn’t read back the numbers… this great agent asked that I call later, when I have my Lyca phone so they could verify me. later on, I saw all the verification texts sent…
I called later on, after 9pm and was on hold for less than 30 minutes, at least for this time.
I called using the Lyca number. I advised that I just wanted to move from physical to e-sim, while keeping the same number. The agent was pleasant and very helpful. He spoke of an easier process online, I went on the website and entered a code.
The code didn’t work. After checking, I had entered an old one instead since I received a few from my earlier calls. The page asked me to try again after 30 mins. But the time got to 10:00pm very quickly and I knew the service desk was closed then as no one picked up my last call launched after 9:40pm.
Finally today, I took an hour pause to sort this out, launched a call just before 3:45pm, using my Lyca. The call was picked up faster than usual, less than 20 minutes. After explaining that I need to get an e-sim, this time I was asked to send an email and attach the picture of the actual sim as I had a special number ??? This was new from all the other calls. I asked to speak to a supervisor as I spend 2 days, hours on calls just to be told another scenario. I was on hold for over 30 mins, no supervisor was available and twice I got sent back to another agent…
After waiting 2 days and hours of calls, frustrated that I have been punished for simply choosing Lyca! I’ve never experienced another operator with inconsistent, difficult or almost impossible service! Just to move to an e-sim, continuing with the same carrier and number seems to be a « mission impossible » from what I’ve experienced thus far.
I have made up my mind, I will no longer continue with Lyca, the unnecessary stress and frustration pushed me out.
I just want my account information and transfer pin at this point so I can move my number to a different service provider.
I’m also planning on removing my children from Lyca, no one deserve this kind of stress.
Please send the above requested information so I can finally use my new phone and transfer to another service provider for better services.
I might just be a number out of the millions users but I surely deserve a good service for trusting your network, so disappointing.”
“I checked with Lyca to make sure my phone is compatible which was confirmed. Then I purchased a plan and the SIM I received did not work. Lyca offered a refund. Then I received email stating that I cannot get a full refund. All this took a relatively long time and so far no refund”
“The worst company i have ever encountered!!! I purchased a plan and wanted to port in my number - they said their system is down & couldn't port it in, I then asked them to port it out they wouldn't help me either, now I'm stuck for 3 weeks with no service on my phone.
Worst communication- no customer service- and longest wait time up to 40 minutes long with no resolution.”
“Poor Customer Experience with Prepaid SIM Purchase
I had a very disappointing experience with this company. After purchasing a prepaid SIM, they activated auto-renewal without my consent. It then took over four months to process a refund, despite multiple follow-ups. The customer service was unhelpful throughout the process. I strongly advise caution if you are considering buying from them.”
“I had terrible experience with Lyca in December 2024. I purchased a prepaid SM card from the SoundBalance store at the Orlando International Airport. It was very expensive to begin with. It didn't work when the salesperson installed in my iPhone 14 cell, but she assured me that the reason was the very busy airport, and that it would work fine outside the airport. It never did anywhere in the Orlando area. I tried calling the listed customer service number but no answer. I asked the store for a refund on my way back to Canada, but they flatly refused. In summary, it was the worst service ever experienced. Plain robbery. Avoid the company and the store.”
“Lycamobile itself a big trap to attract the people to get in the LYCA and start stilling their money by using different trick and destroy customer's life”
