“My experience with mobiles.co.uk customer service was exceptionally poor and, frankly, incompetent.
Before a scheduled number port date (24 December), I contacted mobiles.co.uk to request a simple technical change: switching my wife’s line from eSIM to physical SIM, as her handset does not support eSIM. This was not a cancellation, contract change, or financial request.
First call
The agent, Kay, refused to speak to me, insisting only the account holder could make the request. I explained clearly that:
My wife wasn't present at the time of this first call, and I explained that she has a medical condition that affects her ability to communicate by phone
I routinely assist her with administrative matters.
Kay offered no explanation, no alternative process, and no empathy.
I requested a manager or supervisor. I was told this could only be done “by appointment” and that I would receive a callback within 24 hours then she cut the call while I was still speaking. I waited two full days. No one ever called back.
Second call
I called again and, incredibly, Kay answered again. This time I had my wife on the call. As expected, the conversation was difficult due to:
my wife’s medical condition,
her difficulty understanding Kay’s English
I intervened only to clarify and assist. Kay became obstructive and stubborn, refused to engage, offered no solution whatsoever, and again terminated the call.
Third and fourth calls
I called back immediately. A male agent answered. Despite my wife explicitly asking for me to help her, he refused, citing “fraud prevention”, again offering no workable alternative.
During this call, an address discrepancy caused by mobiles.co.uk’s own online form (which recorded 43 Longmere Road instead of 43 St Georges Court, Longmere Road) was used as a reason to end the call — again without any attempt to resolve it.
He also cut the line.
Final call
Only on the next call did a more experienced female agent answer. She immediately understood the situation, recognised my wife’s difficulty, and sensibly allowed me to speak on her behalf with consent.
Within minutes, the issue was explained properly and resolved:
mobiles.co.uk cannot process the eSIM-to-physical SIM change, Vodafone must do it.
That was it. Simple. Clear. Done.
Summary
What should have taken two minutes of clear explanation took multiple calls, line disconnections, false promises of callbacks, rigid and unthinking rule-enforcement, and total lack of accommodation for a medical condition.
This was not just poor service. It was systemic incompetence, a lack of training, and an absence of basic customer care.
The final resolution only happened by chance, when a competent person finally answered the phone.
I would strongly caution anyone who:
needs assistance
has accessibility needs
or expects basic problem-solving
to think carefully before relying on mobiles.co.uk customer service.
For your information, numbers haven't been ported yet, no QR been received yet as you offered on the online form an availability for 24th of December 2025 and today is 29th of December 2025.”
