To The Moon Mobile Reviews 243

Awful behaviour I had lots of money sent in over the weekend all of a sudden they can’t trace my payments and they cannot release any payments yet they told me yesterday they were gonna be with me by Tuesday morning I’ve not had a clear answer from anyone I’ve just been messed around I have put a screenshot of proof if I have the chance to get it out there I will be posting them everywhere do not go with his bank and do not answer Maybe reply to an email because none of you answer

Very happy with this company.
I have been using To the Moon for over a year now, and can say I have had a very positive experience. Their customer support has been very helpful and the service has been great.

Overall apart from some technical difficulties, your customer service managed to sort things out. I like it

Be wary of this company.
Their sim will deactivate after only 4 months of non use, with any remaining credit on your account effectively stolen.

Furthermore, during my 12 months with them the app has been temperamental at the best of times.

It's been pretty good on the whole - very good flexibility on bundles at a cheap price

My journey in a nutshell. Been with them for almost 2 years. Customer servicer number became unavailable.

1. We were never notified either by app push notifications or SMS that can't call 1200 anymore. We kept calling and dropped request for callbacks as asked by automated service and never heard back. After Months, discovered it's no longer in use.

2. Now and then anti fraud blocks on messages. Need to then raise it to customer service. Acknowledge the fault but by then they have disturbed my service and unable to send messages until they remove it.

3. Credit been reduced without use now and then, brought it to their attention, acknowledged their fault and reinstated. Trust me, you really don't want to be with a company who can't even hold your credit safe. And need to keep chasing them for everything.

4. Need to have app in the phone which is space taking and crashes now and then with wrong information. Live agents provide contradictory information. They had technical error for which they provided some compensation last year, which they keep bringing up. Literally, really bad customer service now. No equality, fairness and inclusion. Compensation for the mistakes they make, depends on the amount you have paid to them so far. So even if they are still making mistakes and you bring it to their attention, they acknowledge and deny to compensate for your resources (time and energy) beacuse you havent paid enough. Their £50 compensation made me to stay until it finished and I would have stayed after it finished if they wouldnt have showed impatience by declaring there hasn't been a payment on the account. But why would I make a payment when I already have a credit. That £50 didn't make me rich. But their detrimental ill treatment really made me feel sick to my core. Ridiculous!

5. You will lose your number if no chargeable activity for 90 days which is the shortest amount of period any company offers with all the credit lost so stay away! They send a SMS or 2, if you miss them. You are in the misery for lifetime.

All we as a consumer of services ask for, is peace of mind and reliable service. Bundle prices are similar to other networks. No other perks really, like data roll over or free calling within network. So my honest suggestion, go elsewhere where you know, you will be valued and will save you the headache.

The next company you can raise your complaint to, CEDR is as useless as them so really no mediator for you. Think before you invest your resources in them.

Felt very pleased with the way customer service handled my query. Their response was very quick.

I've been with ttm for over a year, and constantly have had issues:

1. We all had to go to great lengths to keep our phone numbers - we were given £50 credit for the inconvenience, which was the only reason I stayed

2. You are immediately charged when you change bundles. This is now made clearer than it was, but it's still an awful policy that makes it either difficult or expensive to do something every other provider does with ease.

3. Roaming is capped at 20GB - not a big deal, but they don't tell you this until you've bought the bundle - and they used to not tell you at all, your data just stopped working. While this is in the Ts&Cs, you'd have to read the whole thing to find out (which nobody does)

All I want is a SIM that works cheaply and conveniently. Frankly, the minor cost reduction compared to major providers just isn't worth it for the constant incompetence you have to deal with here.

top up of the account is bordering on a miracle. each time you have to contact the office and beg them for a top up and they do it after two days. avoid

Very fast response! Fixed my problem quickly!

Firstly, the app didn't work for me and I was unable to complete the application process. It was not even able to verify my email address. I'm sure we are all very familiar with these kinds of email verification processes, and this app had two alternative methods up its sleeve. Both failed utterly.

But in the process of applying for the account I discovered - in the terms and conditions that it seems you can only get access to after downloading the app - that the promised 'free' mobile phone service is not free at all. There's a couple of 'catches' in there, which mean that it is only free if you spend at least £500 each and every month. In all other scenarios they will end up debiting your account to pay for the 30 day bundles.

It's complicated, but basically if you get say 10GB of free data in one month based on a spend of say £200, then if you spend less than £200 the next month they won't give you 5GB of free data or whatever, they will 'give' you the 10GB you had last month, but will charge you for it, debiting your account. Cutting a long story short, the only scenario in which you would continue to get the 'free' mobile phone service is if you always spend over £500 in a month, in which case you would always qualify for the maximum 80GB/month data allowance. If you miss a month, i.e. if in any month you spend less than £500, then you lose the right to free data until you have paid for a data bundle.

It's all there in the (hard to find) Terms and Conditions, but this is very very different from what is promised in HUGE LETTERS on their web site, where they go on about how it REALLY IS FREE FOREVER.
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Edit: It seems it is not possible to reply to a business's reply, so here is my reply to To The Moon's reply (of approx 19:30 on 003/08/2022) to my above review.

The Terms and Conditions document I am referring to is, as far as I can see only available in the app. I have looked hard on your web site and I am pretty confident that it does not appear there at all. The document I am referring to is entitled...

"Supplemental Terms and Conditions – Free Mobile Promotion"

I hear what you say in your reply about how you will not take funds from my account in the event of my spending on the ££ account falling below the amount needed to qualify for the same data bundle as I received in the previous month. However, in these Terms and Conditions you reserve to yourselves the right to do just that.

Perhaps you need to change your Suplemental Terms and Conditions to match your actual intentions and policy, and to match the promise you make so prominently on your web site? Also, perhaps you need to make that document available on your web site?
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Here is the relevant part of that Supplemental Terms and Conditions Document...

"If the total spend in your TTM Finance account in a Bundle Period increases to a higher Spend Amount, you will automatically receive the higher value Free Bundle corresponding to that higher Spend Amount for the next Bundle Period.

If the total spend in your TTM Finance account in a Bundle Period reduces to an amount lower than the minimum Spend Amount for your Free Bundle, then TTM may, at its discretion:

o if you have sufficient funds in your TTM Mobile account, debit your TTM Mobile account for the current Bundle price corresponding to the Free Bundle you received in the previous Bundle Period; or

o if you do not have sufficient funds in your TTM Mobile account to pay for the Bundle corresponding to the Free Bundle you received in the previous Bundle Period, your Bundle will not renew – i.e. it will cease at the end of the current Bundle Period. You will still be able to use TTM Services, but in order to make any calls or send any text messages, you will need to use funds from your TTM Mobile account; in order to use any data, you will need to buy a Bundle (which may require you to top up your account).

If in any Bundle Period you do not receive a Free Bundle, you will lose the right to any future Free Bundles, unless and until you purchase a new Bundle using funds from your TTM Mobile account."
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By the way, you (TTM) mention in your reply that if there is insufficient spending on the Finance account in a month then the Mobile account reverts to your normal PAYG tarriff. I decided to go and see what that tariff is, how much I would be charged for cals and texts, etc. I scoured your web site for that basic information on tariffs, but could find nothing. You refer to your PAYG tariff in your terms and conditions, and also in your FAQs, but as far as I can see those charges do not appear anywhere on your web site.

This is the problem. You are not being up-front about your offering to the public. If you dispute that, then please supply links to where this basic information is on your web site.

So far, brilliant! The customer service was quick and answered all my questions without the normal ChatBot you get. The free sim and the account with a debit card is a brilliant idea so much so I wonder why TTMM are not more widely known,
On the EE network, so good there for coverage, no 5G as yet but coverage around the country is fairly patchy but hopefully that will come soon,
Thanks again TTMM, hopefully will be a customer for many years ahead.
Tim

I have tried lots of sim only providers.
TTM is the best. I use the hot spot on my phone and it rarely fails. I use it for streaming all the time.
Perfect for me.

Great service and customer team! Would recommend. Good value for money too

I've been with them for a while now. Good signal, fair prices, friendly support.
Got a free bundle renewal for using their debit card - not bad

its discusting u con not talk on phone and on onlins its worse am going with other network thanks

Two stars simply because the signal and the pricing is the only good thing about it. Which should be enough for five stars BUT it’s almost impossible to top up.

I’ve been a customer since November 2021 and from then up until today I’ve had to struggle topping up three times.

Three months out of six I’ve had to send a sacrifice to the gods just to top up… it’s like they don’t want my money…

Their app just does NOT work the Apple Pay and bank card options simply do-not-work!

I’ve tried and tried and tried.

Then I contacted their customer service via the app (surprised that worked to be fair) and a worker called Victor automatically blamed my bank… I bank with Monzo. They best bank ever. I’ve never been declined a payment with sufficient funds and IF it DID decline it would pop up on my phone, a notification from my bank stipulating the decline and WHY!!

Blaming my bank is so offensive when it’s clear their app doesn’t work! I even went onto their desktop website via my laptop and they wouldn’t even accept payment via their website!

“Have you restarted your phone I was asked”

1/ My phone has made other payments today

2/ The payment didn’t work off my laptop

3/ This is a regular occurrence with your app

4/ The payment didn’t work on your main website either

5/ Even if my phone glitched I would still receive a notification from my bank showing the decline

6/ Other users have stated the exact same problem…

TTM has so much potential it’s sad. Because they obviously run off EE so their signal is amazing. I won’t deny that.

But that service is pointless when you can’t physically use it!

Also, I specifically remember saving my payment card to “save this card” and “set up recurring payments”

Meaning I shouldn’t have to fill out my bank details each time I come to pay!

There’s another fault…

If your customer service rep “Victor” actually pulled his finger out and offered to help I wouldn’t have ordered an EE a SIM card direct from EE.

That was the final straw for me, I understand that technology can be fickle and you guys have just started out but for your customer service team not care…

Do you just hire anyone off the street or do you under pay them that much?

Somethings not right…

You’ve lost a customer that would have genuinely stayed for life.

Yes the app annoys the hell out of me but the lack of customer care just pushed me over the edge.

If your staff can’t even advise me how to top up what do you expect me to do? Just go without a phone service and wait a few months to sort your app out? Hmmm. No.

Only been a few days but the coverage is great, their app design is top notch, and when I needed some support they were generally quick to respond. Only gripe is their whatsapp support doesn't seem to be working, but their web chat worked fine.