BetterRoaming Reviews 268

I had a watch plan with Truphone and was not notified that my service was being switched over to Betta Roaming. Since then, I’ve been unable to access my Truphone account to sort out payment issues, and they have been no help in getting me access. They’ve informed me that the number has now been terminated, and despite my attempts to resolve this, they’ve been unresponsive. They don’t answer calls, and their email responses are incredibly slow. When they do reply, it’s just the same generic message with no real assistance. The service has been absolutely terrible, and I am extremely disappointed with their lack of support. I would strongly advise against wasting your time with them.

Terrible service! I have emailed you now 3 times over the last 3 weeks about the fact I’ve paid the $99 for a service that doesn’t work & I cannot use however still no response. Not good enough better roaming I should not have to keep following this up… not happy!

Signed up for service for my son on February 6th, 2025. When we received the activation message, the number provisioned for my son's cellular plan is for Atlanta, GA instead of my town which is near Philadelphia, PA. I've submitted 3 ticket requests to their support portal (2 immediately when I received the activation email and 1 today) and I haven't received a confirmation email about the support requests or a response to my inquiry. If I don't hear back today, I'm submitting a cancellation request.

UPDATE: After sending additional support requests via their online form, I heard back from them today. They told me that the phone #s are generated automatically by the system and they can't offer customized number (I never asked for a customized number). I replied saying that I was concerned the system thought we were based in Atlanta and asked if they could reset the phone number and have the system generate one for our area. We'll see what they say.

UPDATE #2: I cancelled my original plan and signed up for a new one hoping that the number would be based on my location. Unfortunately, numbers are randomly generated and not based on subscriber location. That's lame.

Anyway, tried to provision the plan on my son's watch and although it's installed, there's no cellular
connection. Currently waiting on support to reply in regards to this.

After 7 weeks of back and forth. I'm done!.
Case #02380567.
Synopsis: When purchasing a subscription for an Apple watch roaming plan, the payment was processed, but an 'activation error appeared on screen', later confirmed by 'technical support team' as a system error.
Key Issues:
1) It takes three days for email address "support'at'betterroaming.com" to respond.
2) each time Support team responds, its a different person, and the problem needs to be re-described.
3) promises made to fix their technical issues are not fulfilled.
4) promises to reply to 'follow up and respond' are not fulfilled.
5) Australian complaints department (+61861863635) conveniently redirect calls to voicemail. messages are never responded to.
6) A refund was issued, after which, the instructions given to me to 'try again', failed. "You already have an active plan in this device's EID. Or we are activating a plan for this device's EID, at the moment it's not possible to activate another."
7) No further responses to emails were received and requests to call my mobile were ignored.

Update 18Feb25. A disingenuous response from BetterRoaming. An email and voicemail received (from UK number) in response to my trust pilot review confirming their failure, and another empty promise made to fix the issue… two weeks later and no response or rectification.

Entered a family plan, paid $99 and two days later it was terminated with no explanation. My child was unable to use his iwatch to contact us at a time when we were expecting/relying on it. Contacted better roaming by email to request plan is reinstalled. Received a response 5 days later and was advised to enter a new plan and pay a further $99. Very reluctant to use this service due to lack of customer service and likelihood it will happen again.

Support ticket in for over a week and no support, what good is a service if I cant get help when I need it.
New watch and I've transferred new number in my account as required and service is still not across over a week later.

Does your help desk actually ever answer the phone? I have left massages for a call back multiple times, and nobody ever calls me. I have similar connection issues as to those expressed here and it is extremely frustrating. I have been on your webpage, have followed all the instructions, however, it just does not connect. Is it you, Vodafone or Apple? Something is not working.

Hello, I need to cancel my plan with you, as I no longer need it. I've already deleted the Esim. I contacted you through the support page yesterday, and I've had no reply from you. You've taken money from my bank account £41.00 today which I don't understand as I've deleted the Esim, and I want to cancel my plan with you. Can you contact me please, thank you. Can I have my money back.

VERY BAD SIGNAL, NO REFUND AT ALL

As shown below, I contacted customer service immediately, but I have not received a response to date.

Leider ist die Uhr 90% nicht erreichbar und auch nicht sichtbar. Neues Update auf dem iPhone und der Uhr. Trotzdem keine Erreichbarkeit gegeben.
Mit Kundendienst geschrieben und Anweisungen mehrfach durchgeführt. Keine Besserung!

Support is not answering for 40 hours.
I’m soon out of the ship’s internet and they cannot answer my e-mails. Don’t use this internet provider, better use some other, if you don’t want to wait like an idiot.

This firm keeps charging me a daily fee despite me cancelling and raising a support ticket. They sent one email asking for more details and then have not replied. There is no contact phone number or ability to manage the account or cancel on their website. Feels backward and scammy.

Wenn man herausgefunden hat wie es geht "Einstellungen - Zugangspunkte" dann klappt es super 😊.

Was never able to set this up. Tried so many times. Didn't get activation notification. SO frustrating to wait 24 hours for a response through a webform.

Worst cellular service for Apple watch.
Cannot connect cellular data. Cannot call cannot send text messages.

I don't understand Why Apple working with the company.

Attention: problèmes à l’ouverture de la e-sim, c’est donc mon opérateur d’origine qui a fonctionné alors que je me débattais avec la e-sim. Résultat : 60€ de frais supplémentaire. Donc méfiez vous de BetterRoaming: prix attractif mais ça peut coûter très très cher si leur e-sim fonctionne mal

You reply is a big joke. The informations you asked are now unavailable.

Update January 6, 2025: Changed from 1 Star to 3 Stars
After weeks of trying to explain my situation, someone finally realized they in fact charged me money (which was denied by BetterRoaming for weeks) and eventually refunded me. Will stay at 3 stars as it cost a lot of time and energy arguing with their CS about a super simple and clear matter.
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It's not great being left stranded in a foreign country without internet when you relied on an eSim from BetterRoaming. What's even worse is when they outright deny that you even purchased the service from them, although I have the plan visibly available as purchased in my Better Roaming App, a BetterRoaming eSim in my device and a charge on my credit card from their parent company "TP Global Operations". They cannot refund me "because they never charged me and I bought my plan at another provider", although my credit card statement clearly shows the charge with their merchant ID.
The is the stupidest "explanation" I ever heard in my life.
PS: eSIM from another provider worked instantly and reliable

My plan for Apple Watch do not work.
I paid 8,99 and my plan is not active.
I take also a data plan 3,89 to make it works with my Apple Watch but it do not work.
Son I paid almost 13€ for nothing.

My Apple Watch eSIM does not work. The network coverage is extremely poor (in central Manchester!) The Watch cannot make or receive calls even when it does have network connection. I was getting support via Better Roaming, I did all the tests they asked me to do, I even went to an Apple Store and had them check that it wasn't an issue with the Watch. The Apple Store said the Watch is 100% fine and it is an eSIM issue. But now Better Roaming are ignoring my emails. I don't know why they can't just give me a new eSIM and see if that resolves the issue. They don't accept phone calls so I am now stuck paying for an eSIM that does not work and no way to resolve this. It was Case 02353281.

BetterRoaming esims works well in most areas in US. Prices are a little steep though. They can have better packages.