Terrible customer service
Terrible customer service. Very rude very snakes!!!

Lebara Mobile (FR) is a telecommunications company that provides mobile services primarily focused on offering affordable prepaid mobile plans. Catering to a diverse customer base, Lebara Mobile targets individuals seeking cost-effective solutions for international calling and data services, particularly those with family and friends abroad. The company emphasizes simplicity in its offerings, allowing users to easily manage their mobile services without long-term contracts. Through its user-friendly platform at mobile.lebara.com, Lebara Mobile enables customers to access a range of mobile plans with competitive pricing, making it an attractive option for budget-conscious consumers. The company is committed to providing reliable connectivity and excellent customer service, ensuring that users can stay connected with their loved ones, whether locally or internationally.
Lebara Mobile receives overwhelmingly negative feedback from customers, with many expressing frustration over poor service and unreliable support. Reviewers frequently mention issues with customer service, describing it as "terrible" and "poor," with long wait times and unhelpful responses.
Complaints about misleading roaming information are common, as customers report being unable to access data while traveling, despite promises of coverage in over 100 countries. Additionally, several users experience problems with SIM activation and phone functionality, leading to further dissatisfaction. While a few customers appreciate the competitive pricing and data offerings, these positives are overshadowed by the overall negative sentiment regarding service quality and support. Consequently, the majority view is decidedly unfavorable.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 1.8 | 246 | 100% | -0.4 | ● Low |
Monthly average rating from reviews written by people · latest review Aug 2025.
| Month | Average | Reviews |
|---|---|---|
| Sep 24 | 2.0 | 8 |
| Oct 24 | 3.0 | 14 |
| Nov 24 | 2.8 | 13 |
| Dec 24 | 2.0 | 14 |
| Jan 25 | 2.1 | 11 |
| Feb 25 | 1.5 | 8 |
| Mar 25 | 1.7 | 6 |
| Apr 25 | 2.8 | 8 |
| May 25 | 2.1 | 7 |
| Jun 25 | 2.2 | 10 |
| Jul 25 | 1.8 | 5 |
| Aug 25 | 1.2 | 6 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 246 most recent reviews.
“Jeg spurgte om det var muligt at få min opkaldshistorik fra 2023”
“Had 1 sim really good price order another a few months later waited a week for the second sim never arrived I rung Cu...”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Mobile Carriers.
| Company | Overall | Legit | Service | Value | Website & app | Trend | Reviews |
|---|---|---|---|---|---|---|---|
| 1.8 out of 5 (poor) | 100 out of 100 | 1.6 out of 5 (poor) | 1.9 out of 5 (poor) | 1.3 out of 5 (poor) | −13% | 246 | |
| 3.8 out of 5 (good) | 50 out of 100 | 3.6 out of 5 (good) | 4.1 out of 5 (good) | 2.3 out of 5 (poor) | — | 1,060 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.8 out of 5 (good) | 4.6 out of 5 (good) | 4.1 out of 5 (good) | — | 1,060 | |
| 3.3 out of 5 (fair) | 100 out of 100 | 3.1 out of 5 (fair) | 3.6 out of 5 (good) | 2.3 out of 5 (poor) | — | 1,060 | |
| 3.9 out of 5 (good) | 100 out of 100 | — | — | 3.5 out of 5 (good) | — | 1,060 |
Bottom line: Lebara Mobile (FR) is #5 of 5 on overall rating in this group. On service, Maya Mobile scores higher (4.8 vs 1.6).
246 reviews of Lebara Mobile (FR). Filter by what matters to you.
I have been a Lebara customer in Spain for one month. I still cannot gain access to the App so I can create an account. I keep getting told work in progress. REALLY!!!
So bad! Everywhere I go (as a live in carer, my address changes). I have roaming on in the UK!).It NEVER WORKS! It seems the standard response is,after giving them your postal code'there is limited signal there'. I NEED TO CHANGE FROM LEBARA, their service has git wirse and worse.
fell for the advertising and deeply regret it. No service and no help. Absolutely awful. For detail - I joined this week and have huge problems with setup and no service. Have spoken to five different people , all of whom have said something different. In the end someone said someone would phone me back within an hour, but an hour an a half later I am still waiting, and now do not expect any real service from this company. Avoid.
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Poor, and getting worse. Several times lately I have no internet connectivity. I live and work near the centre of a major city not the back of beyond. At one point no network connection at all for half an hour, right in the city centre. Come on, Lebara, this is not good enough. I will be leaving.......
My Lebara SIM card has now been locked (by Lebara) through no fault of mine for a month. Every day, sometimes several times a day, I call them to get this resolved. The very friendly staff on the Unhelp desk in the Customer No Service Department promise to sort the problem immediately. 100% guarantee it will be resolved today. You will have service in the next 24-48 hours. We are so sorry for your problems, I have marked it as Priority !!! I have not been able to use the phone for a month, which causes major problems when trying to authorise bank or credit card payments. All I want to do is get a PAC code to transfer my number to another provider. But it won't even let me do this, and they won't provide one by email or on the phone. What am I paying for?
Poor, and getting worse. Several times lately I have no internet connectivity. I live and work near the centre of a major city not the back of beyond. At one point no network connection at all for half an hour, right in the city centre. Come on, Lebara, this is not good enough. I will be leaving.......
Here below is the email that I sent to Lebara in early May 2024. After 2 weeks I received no response, so I rang them. Irfereed to the complaint and the Lebara member of staff assured me that the Complsint Team would get in touch with 48 hours. It is now 3 weeks on and I have heard absolutely nothing. My advice to you is NEVER go with this company. Their customer service is truly awful. Email sent to Lebara Customer Care email address in early May 2024: Dear Complaint Team, You state below that you apologise for all the inconvenience caused. We’ll, let me describe below exactly the impact of that inconvenience. So, as you have accepted responsibility I am requesting that you actually do something about this and recompense me for the substantial disruption to my life that being without a phone service has caused to me. Due to Lebara’s incompetence in not be able to efficiently activate my new SIM card, I was without a useable mobile phone for 10 days. The impact on me was: 1. 10 days of not being able to receive phone calls from my ill relative in North Yorkshire. He relies on ringing me when he is lonely or in an emergency. He said he had tried ringing me (during the period you did not/ could not activate my SIM). He said he could not get through and that my phone wasn’t working. He was distressed about this and now does not trust my phone that he can get through to me in urgent circumstances. This has unnerved him and is added worry on top of a lot of serious medical issues and loneliness that he is currently having to deal with. 2. I had got used to using my phone to pay for things like fuel for my car, so I don’t take my bank cards with me anymore. I couldn’t pay for petrol with my phone one day. I had to waste my time driving back home to get my bank card and drive back to the fuel station and buy fuel. I was running very low on fuel. Not what you want to have to when you’ve had a busy and long day at work. Very frustrating and time consuming. I am sure you will be able to relate to this scenario. 3. I am a treasurer of a badminton club. I need my mobile phone in order to receive text messages of the security code to allow me to make electronic transfers from the club bank account to pay for hall hire etc. This I could not due during the period in question and delayed me making payments , which made me look unprofessional. 4. Frustration at the poor advice from Lebara customer service staff. I received an email that the porting over of my old number from Vodafone and activation of my new SIM would be complete by 23:59 hrs on 26.03.24. On 27.04.24 I rang customer services and was told that I had been misadvised by Lebara previously and that the porting process in fact took 48hrs and not 24hrs. So I patiently waited another 24hrs and still the SIM had not be activated. Then nothing, so I had to ring customer services again. I was told that they had consulted the technical services teams that the problem was DEFINITELY that Vodafone had not unblocked my phone and this why the Lebara SIM was not working. So then I had to go the time and effort to contact Vodafone. Vodafone confirmed in writing that the phone was NOT blocked and could be used successfully with any new SIM. I was furious with Lebara technical services making such a wrong assertion, wasting more of my time and causing me to be without a phone for even longer. I then had to ring Lebara customer services to feedback Vodafone’s report that the phone was not blocked. The Lebara member of staff then said that my phone should work in 24 hours. Finally, about 10 days of the phone not working, it started working. So the big question is: why did it take technical services department so long to remedy the matter? Which was absolutely within their gift/power to remedy. All this caused me immense frustration and distress and a lot of my precious time in having to go backwards and forwards to the customer team on about 4 occasions. Simply terrible service. 5. I have had to use my landline to make calls which I would have done normally on my mobile. As a result, I have incurred £15 of extra charges. I can prove this on my normal bills compared to the bill that I have just received. 6. To collect the information to draft this email and to write it has taken over 45 frustrating minutes of my time, on a Saturday morning when I would far prefer to be relaxing. I then asked Lebara for £60 in compensation in respect of my frustration, the impact of having no functioning phone and being charged £15 by my landline company ( as I had no mobile to make calls with).
This network is awful. Calls drop and the person on the other end sounds like they are underwater. Messages do not get through and your mobile data is often listed as E on your phone in large swathes of the country. Even when your phone states that your mobile data is 4G 4G plus or 5G it's still unbearably slow. E stands for enhanced GPRS and is the second slowest network type available and often the one that your mobile phone connects to last so this is how bad this network is. That network type sees a maximum speed of 400 kilobits per second but on doing speed tests I regularly get 10 kilobits or under which is absolutely no good for anything. I've tried a few mobile operators over the last few years and this trend of useless service is getting worse in the UK but upon trying Lebara they are definitely the worst I have tried yet. So avoid at all costs.
It was unclear where to call from the United States and representatives randomly hung up without helping. Was left on hold for 30 minutes before calling each time. The sim card/number expiry regulations are unclear + inconsistent. Don't buy this sim!
Købte et taletidskort i Netto på 50 DKK fra Lebara, foretog et opkald i DK på under 2 minutter og ved næste opkald siger metaldamen at kortet skal optankes??? Vælger en anden udbyder næste gang🙂18-5
I bought the simcard of lebara £1and then top up £10 to get international calls I just spoke twice And then I couldn't make another call Us said on offer 100 international min So 8am shoked I asked for refund they completely ignore me and they hang up on Very bad service,I don't recommend this service at all is completely waste if money
Is this the same company that provides sims in the UK? I notice a few companies tend to have a few listings on Trustpilot, is this to avoid a bad press? Anyway i have had the run around from Lebara agents since February. Very poor😩 No voucher ever arrived. I am now waiting for a manager to phone me but I am not holding my breath, the customer support from this company is the worst I have ever had my misfortune to experience. I don't believe anything they say. I will be taking my business elsewhere, and would advise others to avoid LEBARA. UPDATE We are now in May, and No manager ever phoned and in another chat a promised email of my transcript also never arrived. I think the agents just make promisses to make you go away. Jean-Paul left a message on Trust Pilot stating that an agent would contact me, guess what. TO:John-Paul Patten Operations Director No one has been in touch, why am I not surprised?
So reading the reviews, I'm not the only one that had roaming issues. Absolutely shocking that they offer you things as compensation that are completely useless. I just want the money back that I paid for a service that was mis-sold. I can guarantee I'll get a generic response to this review telling me contact john-paul direct. I will do, then Customer service will try to ring me. Their own lebara sim will block them from calling me. I'll try calling them back and the line will be unavailable. I must be psychic.
Left feedback on the other lebara trustpilot because it has 5 star's I wondered why I'm the only one having problems. Set up was easy but the data strength is pants. Yet again the fake 5g faster speeds isn't at all. It's taking 25 minutes to upload a 90 second video. I've been losing signal all together at times rendering the phone completely useless in these moments. All these networks aren't cracked up to what they say and advertise at all. I'm not getting WiFi to fry my brain with emf that's the goal I believe for giving people crappie service. Giffgaff is worse so I don't know what to do at this point.
I had a discounted sim with the company for 6 months, and every single month they charged me incorrectly. Each month they offered a refund and assured me they had changed the system and it wouldn't happen again, and each month the same thing happened. They couldn't even get the refunds right - once it didn't come through at all and I had to open a case with the bank, another time a £5 refund came through as two separate £1.99 refunds?! Avoid unless you want the hassle of contacting customer service every month!!
This EU "roaming" with Lebara is an absolute nightmare! It's beyond terrible! Despite their repeated promises, it NEVER works! Don't even bother trying! The customer service team is a joke; they keep saying they'll call back but never do, leaving you stuck waiting on hold for ages, only to start the whole frustrating process over again. Three of us on Lebara couldn't get roaming to function in two EU countries, while everyone else around us had no trouble at all. We wasted hours and hours on the phone with multiple people, but it never worked! We were left stranded in unknown cities without internet access! It's absolutely APPALLING service and total FALSE ADVERTISING! Thank goodness we switched to Lyca, where we're not dealing with this nonsense anymore!
Bought via MSE £40 cashback offer July 2023 for my son Finn. A con. Voucher email arrived, but would not open. Cust service said they could not help, as voucher service is outsourced to a cloud company. Reported to MSE as they are con artists. Does not work abroad and coverage is awful.
Lebara Mobile (FR) is a telecommunications company that provides mobile services primarily focused on offering affordable prepaid mobile plans. Catering to a diverse customer base, Lebara Mobile targets individuals seeking cost-effective solutions for international calling and data services, particularly those with family and friends abroad. The company emphasizes simplicity in its offerings, allowing users to easily manage their mobile services without long-term contracts. Through its user-friendly platform at mobile.lebara.com, Lebara Mobile enables customers to access a range of mobile plans with competitive pricing, making it an attractive option for budget-conscious consumers. The company is committed to providing reliable connectivity and excellent customer service, ensuring that users can stay connected with their loved ones, whether locally or internationally.
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