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See what reviewers are saying
It's a decent service, could do well worse. Pros, cons below: Pros: - access to the excellent EE infrastructure - very flexible pricing options - responsive customer support Cons: - access... See more
Company replied
Still can't log into account since Thursday spoke to agent who said no one can log in due to their finance partners problems. I went to try withdraw money and it's disappeared no one will come back to... See more
I joined ToTheMoon networking since they use EE's mobile network. That gives the best coverage especially in the British countryside by some margin. The 10GB data for 10 GBP plan is a real g... See more
Company replied
Company details
Written by the company
To the Moon Mobile is an ecosystem of future-focused products and services that aims to best equip our customers with mobile and fintech essentials for not only today but even tomorrow.
Contact info
60 Cannon Street, EC4N 6NP, London, United Kingdom
- 0203 173 0500
- customerservice@tothemoonmobile.com
- tothemoonmobile.com
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Best sim ever
Was scrolling through tiktok and came upon there page and it said there sims come with free 500 mb so I ordered the sim. The sim is amazing and the data is very fast
19 July 2021
Unprompted review
Reply from To The Moon Mobile
Hello there, Mohammed!
Thank you for your amazing feedback, we’re most happy that our services satisfy you.
Stay tuned for more of our tiktok content, we sometimes launch giveaways with cool prizes, don’t miss the next one :)
Issues, bribing, failed refunds, lost number. Etc.
I don’t ever give bad reviews but this network has earned it. Just the pure hassle that I had gone through having to change my number with all my 2FA online accounts along with family and friends when I switched to them because I heard good things. But then they screw up and tell me I can’t use that SIM card no more and there is nothing they can do to fix it, so they offered me a new SIM card with a new number. And the only way to keep my number was to switch it to another network then switch it back. It’s either so that or they expect me to update my number with everyone again. It’s not happening.
Also I topped up late in June and they didn’t add it to my account and I’m still waiting on a refund.
They have terrible support too. They seem to be scripted heavily there is no emotions there. And when they phone you they speak so damn fast you cannot understand them.
So because of all there “teething issues” I am switching to a network that knows what they are doing.
I recommend everyone to keep looking around before switching.
Do your research. Read the bad reviews as I recently got an email from to the moon bribing me to give a good review. Saying if I left a good review I’d get a bundle.
12 July 2021
Unprompted review
Reply from To The Moon Mobile
Hello Andy,
We are very sorry about your negative experience!
Being transparent with our customers is paramount, and it was outlined in our official communication (sent by email to all affected customers), that due to the specifics of the issue at hand, we would have to issue new SIMs with new numbers, without the possibility to directly transfer your number from the old SIM.
We understand that this is inconvenient, and the solution we proposed would require additional actions on our customers’ behalf. We therefore provided generous compensations by default on the new SIMs we sent.
In regards to your refund - please note that refunds for such payments were indeed processed by TTMM.
We are more than happy to look into this for you, and have requested additional details from you in order to check your transaction. This would also allow us to check the conversations you mentioned with our support team from a quality assurance perspective.
Update: Thank you for providing your details! We can confirm that the refund was processed for your latest payment, on top of the compensation preloaded to the new SIM we sent you. Our customer service team will be attempting to reach you to confirm that everything is OK.
We appreciate your feedback regarding our invitation as well! Any and all feedback such as this is important for us. And we will in fact be rewording our invite shortly.
However, we would like to note that in the current version we are in fact asking for reviews, both good and bad:
"As an active customer, we would love to know more about your experience with our app, service, and products. Your comments are very much appreciated and essential in allowing us to become a better network.
We welcome any & all feedback and would like to offer 3 months of mobile credit to the reviewers who can provide the most helpful review to aid us in becoming a better network. Whether it's incredibly detailed, thoroughly constructive, or downright hilarious — good or bad, we'd love to hear it!"
Great network
Great network, good value for the money, great bundles for cheap price, the network is better than the bigger ones, easy to get in touch the customer service
11 July 2021
Unprompted review
Reply from To The Moon Mobile
Hey Ian, thank you so much for your positive feedback!
We're very happy that you're satisfied with our bundles and customer service. Thank you for choosing us :)
I love this network
I love this network - it's cheap, affordable and provides great bundles. What I love most is that you can get instant 24/7 help by messaging the bot on the app if you have a problem. I've found this has helped alot!
9 July 2021
Unprompted review
Reply from To The Moon Mobile
We love you more, Rosanna!
Thank you so much for the positive feedback :)
We’re always making sure our customers get all the help they need from our live agents. We appreciate you noticing it!
However, please note that we do not yet offer a 24/7 service, nor do we use a chat bot.
Gave one star because you can't give…
Gave one star because you can't give none!
I joined three months ago and everything has been fine, now all of sudden I can't send texts... I can't log in to the app either It says try a different SIM card...why would I even have a different sim card?!
I can log in online but then you won't accept payments. So basically I switched to TTM and now I'm stuck. My number is registered to my business so just moving elsewhere literally will cost me customers.
Not happy at all!! Absolute sham. Oh and excellent customer service? Haha... Where? How do you even contact you? No clue. Your live chat did show up but now it's disappeared.
As a side note - your app is awful. Looks like it was made by a 2 year old.
9 July 2021
Unprompted review
Reply from To The Moon Mobile
Hello Dean,
We are very sorry about your negative experience!
The symptoms you describe are in line with a recent, confirmed technical issue that affected some of our customers. The troubles you describe with our application would have been a part of this.
An official communication was sent by email to all those affected, informing them about the issues that could arise on their SIM cards. You would have received this on the email address specified on your TTMM account.
As a solution to this issue, new SIMs had to be issued. We sent them proactively, along with a preloaded, generous compensation for the caused inconvenience.
We can see that your new SIM has not yet been activated, and will attempt to contact you for a resolution on this.
Amazing Company
I joined To The Moon Mobile a few months ago and their service is great. They have the coverage of EE but with better customer service and an overall cheaper and better experience.
8 July 2021
Unprompted review
Reply from To The Moon Mobile
Thank you for such positive feedback, Josh!
We’re delighted to hear that you’re satisfied with our service and notice our hard work! We’re doing our best to provide our customers with everything you need for an easy and pleasurable experience.
We’re working for you :)
i love this company all my fammyly…
i love this company all my fammyly bought sims from them because they do the best offers
6 July 2021
Unprompted review
Reply from To The Moon Mobile
Hey Simon!
We love you back :)
We’re very happy to provide your family with great service. Enjoy!
Best value, coverage, speed, service
I joined TTM last year and there were a couple of initial tech issues with switching to them & then taking payment, but their online chat time were extremely helpful & attentive and resolved the issues quickly.. I've never had an issue with them since, but even I had, I reckon it would have been worth it to be able to enjoy what is noticeably the best coverage/speed out of any of the networks I've been a customer of (which is a few), as well as some of the best value pay-as-you-go bundles on the market currently.. Also want to mention that the compensation that was offered recently in regards to having to switch sims was extremely generous.. I can't imagine any other network, especially the big dogs, would ever offer anything like this if they were experiencing similar technical difficulties.. Highly recommend this network.
6 July 2021
Unprompted review
Reply from To The Moon Mobile
Thank you for the great feedback, Dean!
We are unbelievably happy that you are satisfied with the compensation, as well as our service, bundles and speed. We do our best to make your stay with us an easy, comfortable and enjoyable experience.
We are very happy to provide you with our service. Thank you for being with us!
It would be a 5 but myself has had a…
It would be a 5 but myself has had a lot of problems with services but every issue I had was sorted out very quickly and customer support are very friendly.
5 July 2021
Unprompted review
Reply from To The Moon Mobile
Hello!
We appreciate your feedback. It’s nice to know our service has been great for you besides the technical issues we faced. Now since we’re on a new platform, we’re hoping to perfect all the processes :)
Hoping to make it 5 stars in the future, we’re aiming for it!
One of the best networks I have ever…
One of the best networks I have ever been with as previous networks haven't been this flexible when it comes to how you use your network!
4 July 2021
Unprompted review
Reply from To The Moon Mobile
Hello there!
We’re glad we got gamers on our side :)
Thank you so much for the positive feedback, we’re working hard to make our service easy and flexible for our customers!
To the moon is the best network ever I…
To the moon is the best network ever I can watch movies on the web without any buffing. great range of bundles that won't let you down.
3 July 2021
Unprompted review
Reply from To The Moon Mobile
Hello Paul!
We appreciate the positive feedback. Very glad you’re satisfied with our connection and speeds - everything you need for comfortable web surfing!
Thank you for noticing our range of bundles! We’re hoping that everyone finds one suitable for them based on their needs :)
Used to be great, What on an earth happened?? Now the worst about.
Very very bad service, they seem plagued with problems on their platform. Issues after issues after issues. And all they say is we are new to this and it's teething issues.
However now they are acting unlawfully. By stating the only way you can keep your existing number is by making customers port their number to a competitor and then back again after the transfer has gone through. This is apparently the ONLY way you can keep your existing number after the latest issues they have had this time.
Firstly this is unlawful to make customers do this. I have personally reported it to Ofcom and urge anybody else to do the same. Offering 50 pounds as compensation really doesn cut it for me, keeping my existing number is far far far more important. There are some places that are extremely difficult to make contact and change said number, so much hassle.
So now it's either jump through the hoops that they set out and keep my existing number or lose it.
Also why after transferring your number across to say someone like EE or Plusnet who also use the EE network an in most cases at 5G. Plusnet even offer 20GB for the same price that TTM charge for just 10gb why would you ever move back???? Am I missing something here????
Also another added bonus of joining a proper network operator like EE, would be the great service from customer services and the backup from the network that is tried and tested and rated accordingly.
One other issue I personally have with TTM customer service's is they will always swear blind that they are based in the UK, also whenever you ask to speak to a manager they are NEVER EVER available they are always on holiday always weeks and weeks lol.
They are no more based in the UK than I'm from Pluto. Why lie????
So do yourself a favour and go elsewhere, they are plagued with issues. Then made to have to jump through hoops unlawfully just to keep your existing number. It's a total joke to be honest. I've only been with them a few months they used to be really good at the beginning I can say that. As with all companies they then start outsourcing calls over seas and the service level just drops off. It is a shame. I have no faith or confidence in the brand or its promises/values.
3 July 2021
Unprompted review
Reply from To The Moon Mobile
Hello Simon,
We are genuinely sorry to have caused so much frustration. Please let us address the main points you raised:
Firstly, regarding your old number – rest assured that you keep it, regardless of whether you decide to transfer to the new TTM SIM we sent you, or to another network entirely.
As for the direct transfer of a customer’s number between two TTM SIMs – If we had a possibility to do this directly, we would have chosen that option. Unfortunately, we did not – so we outlined the necessary steps for this operation.
Regarding compensations – we offered them to the customers who were affected by this problem, as an act of good will. An apology, if you like, for the inconvenience that we caused in this situation.
Regarding customer service – at the moment, it is true that we do not have a manager working weekends. However, our operators are entrusted and authorised to perform all required standard operations. If you disagree, please let us know what problem our support team could not help you with? You can send the details to customerservice@tothemoonmobile.com, we will be happy to investigate.
We know we’re not perfect, but “through hardship to the stars”. The recent problems that we had provided us with important experience. Especially with the feedback we’re receiving, it really helps us to learn and build our service.
At the end of the day, it is your choice what network to run with.
Here at TTM, we remain confident that our product is unique, our style is unmatched, and our journey To The Moon continues.
They were nice and and helpful also…
They were nice and and helpful also helped me out with changing my number to a old one.
3 July 2021
Unprompted review
Reply from To The Moon Mobile
Hello Waqas!
We’re very happy you’re satisfied with our customer service. We’re working for you :)
Quality, personal service!
I have had nothing but decent service and customer service from TTM, the most recent technical issues were a pain, but the staff at TTM were so quick to answer any of my questions and to help me sort things out. Everything was handled smoothly, and thanks to how quickly everything was dealt with, I will use TTM indefinitely. Thank you everyone!
2 July 2021
Unprompted review
Reply from To The Moon Mobile
Thank you so much for your feedback!
We’re happy to hear that these issues didn’t affect the way you see us and our service.
We’re excited about the future, and we're improving our network every day. Not only will our new tech. platform offer better stability, but also some cool new features for our customers.
Rest assured we won’t disappoint!
Technical issues
A lot of technical issues that have plagued this network over the time I was with this network, especially the most recent one.
Edit: while you’re upgrading your tech to bring it in line with the other network providers, I’ve already switched. Adios
2 July 2021
Reply from To The Moon Mobile
Hello!
Our team is very sorry that you had to deal with these technical issues. We understand how important it is to provide our customers with a stable service, and with our new tech. platform, we believe we can do not only that, but more - a lot of new features and changes are coming in the future.
We work for our customers and develop our services every day.
Great service and great network.
30 June 2021
Unprompted review
Reply from To The Moon Mobile
Thank you for the feedback!
We’re delighted you like our service :)
The same here
The same here. Cutted off 1 month before end of 3 mnths bundle. It is my 2nd day without data, sms or phone calls. Chatted a number of times with costumer's service. They keep apology and promise to deal with this"technical issue" asap. Completely crap and unreliable.
26 June 2021
Unprompted review
Reply from To The Moon Mobile
Hello!
Please, accept our sincere apologies for this issue.
Your bundle was not cut off. The reason behind the problem was in a general technical issue with the platform we used, which was not allowing the network to fully function.
After a long period of our tech specialists working tirelessly, we came to the conclusion that changing the platforms completely is the only viable solution in the current situation. Therefore, we’ve sent you a new SIM with a generous compensation pre-loaded in mobile credit.
Please, check the email we’ve sent for more information and contact us if you have any questions about the process. Once again, we deeply apologize for the issue you’ve faced.
Atrocious & dishonest .
Absolutely ridiculous service, I couldn’t believe that my service was completely cut out after having paid for the 3 monthly special offer which included unlimited calls , texts and 10 gb of data per month, of which more than one month was still left. Despite the number of times that I got in touch with the customer service, I m keep getting told that it’s due to a technical issue and will be fixed asap, three days down nothing happened, I m still without service. I don’t think I came across a mobile operator as dishonest as shoddy as ttm sadly, I had it guys , pls you don’t.
26 June 2021
Unprompted review
Reply from To The Moon Mobile
Hello! We deeply apologize for the inconvenience that we caused.
Some customers were unable to use our service, as we faced an unexpected technical issue. We were working very hard to resolve this issue in the shortest amount of time possible.
Unfortunately, we came to the conclusion that the only resolution is to change our technological platform entirely. We understand that this is very inconvenient for our customers but this is the best remedy for this problem to make sure it never happens again in the future. As this was the case we've replaced your SIM to remedy this, with a pre-loaded, generous compensation for your troubles.
Please, check the email we've sent to you for more information. If you have any questions please do not hesitate to contact our customer support service.
Again, we are very sorry for this inconvenience and we hope it's resolved for you as soon as you activate your new SIM.
Back down to Earth...
As with most things in life, it's all very good when it works. Running on EE's network, this is most of the time, it should be noted.
The real test is when something goes wrong and that's where TTMM fails...
I faced a 'technical issue' with no visibility of a fix or timescale to a resolution despite friendly text-based support via their Funky App's chat function.
2 out of 5 as it was good when it worked and the Chat 'Team' (always seems to be Debra?) help as best they can.
I just hope that if they do make it ToTheMoon, they don't face 'technical issues' trying to get back!
If you want an EE MVNO, do yourself a favour and look at Plusnet.
Much better value (20Gb for £10 Vs TTMM 10Gb for £10, for example) and much better support when the need arises to talk to their support staff.
UPDATE:
I was without credit, unable to use mobile data, send texts or make calls for 6 days.
TTMM acknowledged they were unable to fix the problem and sent out a replacement SIM preloaded with a generous amount of credit. To keep my existing number involves porting out my old number to another supplier and porting it back in.
TTMM were very humble in admitting the issue and did allude to some of the improvements the new SIM would offer as they upgrade their technical platform.
Good response in the end but communication throughout the issue was all one way.
26 June 2021
Unprompted review
Reply from To The Moon Mobile
Hello Rob!
Thank you for sharing your feedback with us. We’re very sorry that you had to deal with these technical issues for so long. That was the time we took for us to find the best solution for the problem.
We understand that it's important to provide users with the exact information and time scales. However, our technical specialists were still working on the problem and our support team did not have exact timeframes for a resolution.
We’re glad you noticed the upcoming features mentioned in the email, we hope that our service and the provided goodwill will be pleasant for our users.
Thank you for understanding the prevailing situation. We once again bring our deepest apologies for these difficulties.
Looking better
OK where do i start. First of all the signal is much better than giffgaff. The only issue I've had is with the app. It won't let me topup by card so I have to topup using the website.
May I suggest an improvement in the app. There's no history of the topup or allowances & support for if a customer wanted to topup by voucher they could. Maybe in the near future offer a pay monthly service
24 June 2021
Unprompted review
Reply from To The Moon Mobile
Hello Terry, thank you so much for your feedback!
The problem with top-up was a part of a sudden general technical issue with our technological platform, that was not letting our services to properly function.
After 6 days of our tech team trying to find a solution, we’ve decided to move platforms and therefore provide our customers with new SIMs. As a compensation, all the SIM cards have a generous preloaded bonus on them from us for such an inconvenient situation. Please, check your email for more information about this case and contact us if you have any questions.
And thank you for your interest in improving our service, we’ll make sure to take your suggestions onboard.
All our bundles last for one month so we do offer a pay monthly service. For the easier top up, you can turn on the auto top up option in the app. Don’t hesitate to contact us for help and any further information needed, we’ll gladly sort it out :)
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