Rocket Mobile New Zealand Reviews 520

If I could give it zero, I would.

I signed up for two eSIMS. Received four separate emails welcoming me to Rocket Mobile with the exact same wording, all telling me I would receive QR codes for the two eSIMs within 5-10 minutes and to follow up if not received in 30. I waited 90 without receiving anything.

After going through a convoluted FAQ system that essentially tried to stop me from contacting this company, I finally got onto someone via the online chat. I told them I didn't receive any QR codes and they sent me a standardised response my initial message already answered/addressed. Then I speak to 'Charles', who randomly starts creating new accounts under my name without any authority, which generates new invoices. I send Charles screenshots of these invoices and he deletes them and advises they won't actually charge me. Then I send him sreenshots of the order history on the company's website - he deletes these too.

At this point, I ask for the account to be closed. But this took 45 minutes to happen. 45 minutes of talking to Charles and then someone who claimed to be a senior named Nino. I still have an account. I can still see the charges in the order history. Thankfully, it seems like there's no way for them to charge me further without activating the eSIMS, but this entire experience, particularly the deletion of messages and constant dishonesty meant I now have no interest in using this company and, if I couldn't see so many NZ people using them, I'd actually think they were a scam company.

EDIT: Responding to this company's response, I reiterate the first paragraph:

'I signed up for two eSIMS. Received four separate emails welcoming me to Rocket Mobile with the exact same wording, all telling me I would receive QR codes for the two eSIMs within 5-10 minutes and to follow up if not received in 30. I waited 90 without receiving anything.'

So essentially their response is, 'Despite sending you four emails for two services, all stating you would receive a QR code within 5 minutes and to contact us after 30 minutes if the QR codes are not received, you should have known to ignore the wording of our four emails and magically know you would not receive the QR codes until a random interval of time between sign up and leaving for NZ.'

This is embarrassing for y'all. If the wording of your emails is the problem, fix it. If the problem is you're a dishonest company, don't bother responding.

Very excellent customer support. For simple issues, their AI chat handles things quickly and efficiently. But if the problem is more complex, you’re immediately connected to a real person who takes over. In my case, the support agent resolved everything in under a minute, truly outstanding service.

I purchased an esim when I moved to New Zealand. Then when I tried to activate it and pay I received an error. Emailed, nothing for days, went on the website and talked to the bot until I could get someone and they told me they don't accept international credit cards. Are you joking? You let me buy the sim with that card now it doesn't work. They told me to go buy a prepaid card. Don't waste your time just go with a real company

Kept charging me over months for a Sim card I couldn't use. Didn't respond to emails. Eventually got hold of customer service and they were patronizing and unhelpful, no refund offered. They make it hard to cancel your account.

Disappointing customer service.
Tried to cancel my subscription at the end of the billing cycle, but it was cut off immediately without clear confirmation. The support rep was dismissive and made me feel like I didn’t understand basic requests. Really poor handling of a simple cancellation.

I’ve been a Rocket Mobile customer for a few years now and while the service itself was okay, my recent experience with customer support was frustrating and disappointing.

I requested to cancel my subscription effective at the end of my billing cycle, which is standard practice for any monthly service. However, the support rep canceled my service immediately without my clear consent, cutting me off mid-cycle.

What made it worse was the passive-aggressive attitude and dismissive tone from the rep, who implied I was at fault or unclear when I simply asked for the normal cancellation procedure. It felt like they were trying to pressure me or make me feel dumb for making a reasonable request.

After pushing back multiple times, the issue was finally resolved, but the whole process was unnecessarily complicated and stressful.

If you want straightforward, respectful customer service that handles cancellations properly, this was not my experience with Rocket Mobile.

I explored data plans for off-grid living: Kogan and Rocket. Now have both. If you have a reasonably recent iPhone you can twin-SIM your cellphone, one physical and the other digital, it's an easy and surprisingly efficient share between networks and will switch to whatever number has data available. You don't even notice it and your phone will ask what number you prefer to call on. I guess this is handy for crooks using burner phones. But Kogan stopped data for no reason. And support was tiresome. No such problems with Rocket $45 p/m plan. And their app is much better. Highly recommend Rocket.

Just awful.
Speeds are so slow even with four bars reception on 4G. They also make it incredibly complicated to contact them (it’s all AI/bots).
Avoid and use another provider. I can’t wait to switch away from them, gave it 6 months and it’s consistently terrible speeds.

Follow on from previous 2 rating.
Support was helpful and remedied the problem.

I initially joined Rocket Mobile in February 2024, and barring a few issues in set up saw mostly successful service. My original issues were never resolved, & for the price & couldn't be bothered to argue to toss (which you have to do via webchat because they don't have inbound phones, or an email address made public).

Unfortunately further issues arose after I opted to recommend them to a friend as a "cheap & cheerful service". They are 3 months in now with a litany of non-stop problems that customer service will actively argue with us over rather than seeking to resolve, or are quick to revert to passing the blame but don't present solutions.

They also are trigger happy with charging additional services without your consent which is absolutely totally unacceptable.

For a company that piggybacks off of the OneNZ (Vodafone) network, I don't understand how there can be so many persistent technical issues, that they then also refuse to acknowledge exist & seem to be certain it's down to all 7 of our individual phones and not them.

There have been numerous billing issues, billing cycle issues, account access issues, log in issues, then rolling into the customer service team not doing what they say they will to resolve issues, leaving me to start the process over again. It has been agonisingly time consuming & the service has only gotten significantly worse as time has gone on, as has their website, user interface & internal systems.

On my account, which is now 3 accounts because of their incompetence, I have 2 phone lines. In total, to still not have SMS or MMS messaging functioning correctly despite paying for their most expensive plan (which should also have a group plan discount but I've had to fight to get that applied twice), I have spent 16 hours dealing with their customer service without a full resolution of what should be simple problems.

The only service they offer is SIM only mobile plans. It should be as simple as pay your bill, plug it in, away you go. It has not been for any of us.

Be better. This is not a standard of service that people will accept.

Absolutely fantastic, got up and running with this company all by myself, lots of help with videos on line. I love the dialogue boxes showing that yr number is porting. I trust how this company runs, their self help service on line is exceptional. They are very clear on the importance of following a few crucial steps when transferring your number across and on what hours the chat box is open if you need it.

Edited from 1 Star review: Previous review was incorrect. The set up of the Esim and process of it all running can be a little tricky and annoying. I hadn't managed to have it don't properly when doing first review. Other than set up being a little annoying the service seems to have worked perfectly and is what they state in the plan.

I have two plans on a group bundle with Rocket Mobile and have had problem after problem, plans not activating on auto-renew, text messages not sending, and being overcharged. Today I was charged extra for my plan and asked why, was given snarky responses by customer service who gaslighted me into thinking it was correct, newsflash it wasn't and I had to fight tooth and nail for them to see that, no apology or anything once they realized it was a problem on their end (the group discount had been removed somehow) and just really bad customer service experience over all. I don't mind errors or problems happening every so often but its the way your customer help team go about fixing it which would make all the difference. Considering moving to another Telco after this.

Switched to Rocket a few weeks back and has been smooth sailing and provides exactly what I need for $25/month!

Review UPDATE: I had a tantrum and their customer support was really helpful! Quick email replies and we managed to get to the bottom of it! They continued to reply kindly even tho I obvi was stressed so was a bit of a dick haha, Thanks, Kris! I also received a phone call which again I very much appreciated.

The app is great, visually appealing, and easy to navigate!

While I love having endless data the past few months, I am frequently frustrated with how poor and unreliable the streaming is with various services when I even have 3 or 4 (full) bars of mobile signal.
Music songs are stopping each day to load, online learning platforms like Mindvalley and Udemy have long pauses.
I'm on the 10Mbps plan in Auckland. The faster plan wasn't really better either...

I'm debating of switching back to Skinny even though I'll need to watch my data usage again.

I've been using the $35 plan for 6 weeks, Rocket says this plan is good for
streaming videos etc. First 2 weeks excellent, now every few minutes I'm getting the dreaded circle. I have to either tap my screen a few times and wait 30 seconds or so for the video to return or turn my phone off, and then turn it back on. I am getting very annoyed as it makes streaming very tiresome, it is no longer an enjoyable experience to watch a movie.

This is honestly the worst experience we have had so far with a phone company. The prices seemed good so my husband swapped to Rocket mobile. He was assigned a random number even though we asked for the same number. It has been 2 weeks and he can't get hold of anyone to help. When we finally had a response via chat, they told him to sort it out himself and go to the old mb company. Now that we are wanting to cancel we can't find anyone to do that either. Only during working hours, no one to speak to just automatic responses.

Don’t use this, get a better kiwi SIM card. Super slow internet with full 4G. Only really works properly if you have 5G. The ‘unlimited’ internet is rubbish because you can’t actually get a connection to use it.

As I’m over65 they called me on phone and walked me through the process to get back onto the phone, excellent service