RWG Mobile Reviews 

I ordered a SIM card from the RWG website on 20 Feb 2025 and have never received it.

I emailed RWG several times and was ignored. On telephoning RWG on the number listed on their website I was told to contact a different company, Now Mobile.

I duly telephoned Now Mobile who had no knowledge of the incident so I had to get a chargeback from my Credit Card company.

Ordered and paid for a sim on 21/02 website, states will be sent out on the next working day, received nothing. No response to emails, facebook messages any social media message, cannot get through on phone as it asks for mobile number and seeing I have no sim or number is impossible, leave well alone unless you want to lose your money.

I have spent more than a month and numerous emails in trying to get Sims replaced or the deal cancelled and money refunded. Made a formal complaint, not sorted.
Promised new sims on 6th Feb 2025. Still waiting
RWG
Thu 27 Feb, 18:00 (4 days ago)
to catherinesheppard, support

Hi Catherine,

Thank you for your patience. and I apologize for the delay in responding to your concerns. I truly understand your frustration with the lack of connection on both your SIM cards and the lack of communication from our side.
Your SIM 0741029 was in a restricted state.

You must make an outbound call or text in any 90-day period for your SIM to remain active. If you don't do this, the SIM will enter a restricted state, which means you will only be able to receive inbound calls and texts. If this happens, you can contact our customer service team to reactivate the SIM.
We have reactivated the SIM for you.
​
I can confirm that your number 07410063 is already in an active state.
If you're still experiencing issues, please try the following steps:
Restart your phone to refresh the network connection.
Reinsert your SIM card – remove it, wait a few seconds, then insert it again.
Manually select a network in your phone’s settings under Mobile Networks.

If the issue persists, please let me know, and I’ll be happy to assist further.

Best wishes
RWG Mobile Support Team

Merlin House, Langstone Park, Newport NP18 2HJ | Tŷ Merlin, Parc Langstone, Casnewydd NP18 2HJ
On Thu, 27 Feb at 5:49 AM , CATHERINE SHEPPARD > wrote:
The following details were submitted through a form on Support-ENG-PER:
Mobile Number: 07410298 & 07410297
Name: CATHERINE SHEPPARD
Email:
Country: United Kingdom
Query type: Complaint
Platform - select your platform: Other
Message: My complaint is shown in email conversations listed below:
lack of connection with sims

catherine sheppard
21 Jan 2025, 12:03
Both my sims are failing to connect when I attempt to make calls. Tested on 3different phones. Screen shows 'calling' but but home 'phone nor other mobile rings

catherine sheppard
24 Jan 2025, 11:03
an early reply would be appreciated. thank you

catherine sheppard
27 Jan 2025, 15:48
Will you please respond to my request? thank you

catherine sheppard Date: Mon, 27 Jan 2025 at 15:48 Subject: Re: lack of connection

catherine sheppard
6 Feb 2025, 15:36
As you are not responding to my several requests made during the past 2 weeks, I will commence making an official complaint on Friday 07 Feb 2024.

RWG Mobile Support
6 Feb 2025, 19:11
Hi Catherine, ​Thank you for writing to us. Please share your complete postal address so we can post you 2 RWG SIM cards for the replacement. Best Regards, RWG

catherine sheppard
7 Feb 2025, 09:36
Thank you for your response. I trust the credit will be transferred to the new sims.

catherine sheppard
14 Feb 2025, 16:26 (13 days ago)
Please advise when these can be expected

catherine sheppard
18 Feb 2025, 14:16 (9 days ago)
Please advise these can be expected 2nd REQUEST I sent my address on 6th Feb

catherine sheppard
21 Feb 2025, 10:53 (6 days ago)
Please reply NOW and say what you 9intend to do

catherine sheppard
24 Feb 2025, 12:19 (3 days ago)
to RWG

No reply means I will be forced to file a formal complaint. I will also list on TrustPilot. .

I do not now want replacement.Sims. Please refund balance on both Sims

catherine sheppard. Lochinvar, Whielands Lane, Cheltenham, gl514ty

catherine sheppard
Fri 28 Feb, 15:47 (3 days ago)
to RWG

Thank you for your response. I have spent more wasted time trying to make calls, to no avail. Neither of these Sims will make outgoing calls.
They show that they are ringing but neither will they connect with my landline or another mobile 'phone.
1 did connect just now, without ringing and went to voicemail.

On 5 Feb 2025 you were going to send replacement Sims. They did not arrive ?

I can confirm that your number 07410063788 is already in an active state. This is NOT my number.

Replace both Sims immediately or cancel and refund the balance.

As my complaint has not been dealt with I shall now place all detail on

I have been trying to resolve this for in excess of 1 month and a mobile 'phone is no use if it won't connect.

Catherine Sheppard

I purchased a multi-network SIM at the end of January. It came after a few days and straight away, the SIM did not work. I contacted the support email twice since this date and never got a response back, which is utterly ridiculous.

I have even had to call up twice now in an attempt to try and get my SIM functioning. On the first occasion, they tried going through some troubleshooting steps, which didn't work. The second call, I demanded my money back and was told they would issue a refund straight away and refer my case to the technical support team. Now, that was a couple of weeks ago and to this date I have never absolutely nothing. This is one of the most disgraceful experiences I have had with a company.

As the title suggests, do not give these people a penny. Save yourself your money and time by looking at literally any other network.

Bought a data-only, multi-network SIM.

The instructions said that to activate the SIM, I had to email customer services with the number. Despite doing so, they seem clueless about what they should be doing, and I've been waiting more than a week since the last response.

EDIT: I never received a response. RWG have effectively breached contract, as I've paid £30 for a SIM and exactly zero service has been received.

I've had bad network provider experiences but never as outright criminal as this.

Just realised had had not used my Sim for over the 90 usage rules, I could not call out, or send texts, I could receive calls only. I Managed to call the RWG 669 help line (using the restricted sim card) and on the second try I was chatting to a very helpful customer service person named Hassaan. within minutes, Hasaan reactivated my card and explained why it had been restricted, extremely helpful and had my card working again instantly. BIG BIG thank you to Hassaan from RWG.

You only know how good a company is when something goes wrong; well RWG are sadly lacking.
Myself and my wife have payg sims which have both lost connection. This is now over a week. When trying to call from another phone the message 'You have dialled an incorrect number' is received.
I have contacted them by email and eventually got an automated response, after 3 tries, but no further communication.
I have also rung consumer services, which is Now mobile, several times but the problem is still unresolved. Because I have no connection I cannot get a PAC code to move the numbers.
The next option seems to be an official complaint and then to Ofcom.
Please avoid this company.

Purchased a SIM no problem, gave them PAC to transfer a number and they acknowledged. My old sim stopped working and the number wasn't transferred. RWG stopped replying to emails and no response when I tried calling. Lost my original number!

Still no service- phone still says invalid SIM.
After days of poor service where they appear to deliberately disconnect calls to customer service, they continue to blame BT/EE. This is after they told me it's a problem with my phone and I needed to go to a shop to test the sim in other phones! Yesterday they told me the problem was fixed and all other customers were now working fine (obvious lie) so it was definitely my issue. Later they told me there was still a problem with the service and went back to saying it was due to BT/EE. I have asked for a refund of my top up plus a small goodwill gesture several times, and the advisors won't answer this point and onwritten replies they continually ignore the request.

I decided to get a PAYG sim card with £1 credit to try this company and make sure that everything was okay and working before committing to a contract. Thank goodness I did this first before porting over my mobile number and using their service. It has been emergency calls only and I have been unable to make any calls whatsoever. They are blaming BT/EE but it makes no difference to me and I have now finally given up with them. There are lots of negative reviews for a reason and I am just pleased that all I have lost is £1

Shocking service.
Having a mobile sim that just stops working isn't great. Messaged 4 times with no reply. It's funny I had an email from them saying that this year they would improve customer service etc then a week later my number is cut off for no reason.
Avoid and go to Spusu to experience proper customer service

If I could give no stars I would. No communication by email. Loads of us have been conned. I have had no service. Eventually figured out how to get to Customer Service without having a registered phone number to them as I don't have a mobile just a WiFi Dongle SIM. Despite assurances and being told that they had network coverage and were talking to both BT and EE (Not sure why?) I still have a dongle that is unusable. Will be severing ties asap. Please warn others if you can not to use this company. Almost 50% of the reviews are one star. The company needs to be reported to Trading Standards and unhappy customers consider a Class Action Law Suit.

On 11.02.25 I have bought a 200gb data only for a sim card I bought previously. I could not use it at all and contacting support team and they told me that the SIM card I have do not support data plan. It should be informed when I got the plan. Anyway, I cancelled it and they said that would refund my £ 18 in my account to be used in another plan. So far nothing... sent lots of emails to the support team I did not receive any contact... few days ago I managed to contact them and they said that I should send an email. I told to the guy that I have tried numerous time w/o any feedback, but he guaranteed that they would answer in the same day, however so far no one contacted me.... tried to call today and the call is not connecting to support team...

I will continue trying...

Really frustrated as I believe I lost £ 18...

I'm not suggesting who should get a RWG or not, just sharing my experience with them...

Contacted them about 3 months ago with a question about terms and conditions. No reply to my question but still got marketing emails in the meantime. Sure they have some good deals but when a simple question gets ignored it doesn't inspire confidence in future service. Got 10 sim cards from another provider instead.

Another update, had to go with another phone company as getting nowhere with RWG. They don't answer calls/emails. I suppose I'll just have to take the hit, paid 12 subscription upfront.

Had a problem re faulty card and porting, emails were not being answered to resolve so contacted Talk home mobile as I intended to switch to them. On chat Tom guided me through resolving this issue and now phone working again. So thanks to Tom/Talk and or RWG for finally sorting this

Like others have commented a sim ive had for only 1 month that worked fine with credit had been deactivated. Tried to contact multiple ways no reply. I think they may have gone bust and just not told anyone yet! Who knows.

Currently, RWG have taken £11 off me (£1 for a new PAYG SIM, and £10 for a 'successful' top-up by voucher via 669), allowed me to spend £0.10 on a short call, shortly after which my SIM was de-activated ('not provisioned').

It's five days since I first emailed support, and have sent three further emails to try to progress matters, without resolution. Only had one response, suggesting I try restarting my phone! No shit, Sherlock!

My phone works fine with a different network operator's SIM.

The solution is simple; if they can't reactivate my SIM, they should send me another one, credited with my balance; I don't care if it's a different number.

Research online reveals I am not alone in this de-activation problem, and that support by email for other than routine issues is non-existent.

Are they trying to steal my money, or they just too incompetent to resolve the issue?

My advice: avoid like the plague!

Not particularly confidence-inspiring when customer service refuse to respond at all.

My sim has been offline since Thursday. I've emailed, facebooked, filled in the support form 3 times now and called the useless support number more.times.than I can count. Most of the calls are simply hung up after a few minutes, if you do speak to someone they have no info or say it will be fixed soon.