Useless team who can't help or solve any issues. Cancelled my number twice because of issues with the bill not working via the app and when I contact them, they're unable to help.
Companies on Trustpilot can’t offer incentives or pay to hide any reviews.
See what reviewers are saying
Phonebox seivice is such bad.First it always takes too long time to connect with the represititve .Second ,finally when you connect with them ,the connection lost without reason and they never call you back .Thirdly they promised to call me back or send me email to solve my problem ,they never did.
Had issues with my sim card and new phone number when setting up. Sakura at the Vancouver store was an incredible help to me and spent hours trying to resolve the issue. 5 stars to her excellent customer service!
Over $163.00 was charged to my credit card when I have a $25.00+tax plan, call customer service,took longer than expected time to be answered by a representative named Chris, she checked and said the additional $163.00 was due to cellular data over used, when Enron the plan,no disclaimer indicating that $15.00 per G data will be charged for over using, she also confirmed that she will ask her manager to refund me the charges and let me wait for her call, than never hear back, I have never over use data prior Phonebox,even though other service providers like Fido provide less data , if this is a company can be trusted? Or if it’s a real company?
Company details
Written by the company
"PhoneBox is a Canadian wireless provider offering prepaid and postpaid phone plans to clients within USA and Canada and across the world. We offer 4G LTE, unlimited calling and texting to all our customer without any contracts or credit checks. Get nationwide coverage on the largest networks in USA and Canada. PhoneBox offers an affordable alternative to students, immigrants, travelers and visitors who do not want to commit to long term contracts. With free delivery across the world, you can get your SIM card before you travel. Get more with PhoneBox!"
Contact info
658 SEYMOUR STREET, V6B 3K4, VANCOUVER, Canada
- +1 (855) 886 0505
- services@gophonebox.com
- gophonebox.com
Useless
Useless team who can't help or solve any issues. Cancelled my number twice because of issues with the bill not working via the app and when I contact them, they're unable to help.
Date of experience: 19 January 2025
DO NOT USE THIS COMPANY
I have an iphone 12 Pro and recently paid them $61 for a 30 day pre-paid esim with 70GB data + phone for 30 days in Canada. I used this company in the summer 2024 for a prepaid phone/data esim with no issue, but this time was a complete disaster. I will NEVER use them again.
Dec 12, 2024 - Esim didn't active properly. Phone doesn’t work and neither does the data.
Dec 13, 2024 - Wasted an hour on the phone with customer services who wanted me to reset the network settings, but they weren't sure if it would mess up the network settings on my primary sim. I asked to speak to a supervisor, was put on hold for 30 minutes but no one answered. Called back and spoke to someone else who said she would reissue me a new sim within 30 minutes. New esim didn’t arrive. Emailed them back and was told they were having a problem with their Telus app and so it would take one extra business day to issue the new esim.
Dec 14, 2024 – New esim still hasn’t arrived.
Dec 15, 2024 – New esim still hasn’t arrived. I email them and am told they are still having trouble with their Telus tool and they can’t even check the status to find out when it will be issued. I ask for a refund. They refuse.
Dec 16, 2024 – New esim finally issued. Phone works but data still doesn’t work. Tried to call them and selected the option for them to call me back. They didn’t. Emailed them again and was told to reset network settings. Since no one seems to know if/how it would affect my primary sim, I’m told to remove the physical sim card before rebooting. As I’m expecting important business calls on my primary sim, I have to wait before I can risk resetting my network settings.
Dec 22, 2024 – Reset network settings. That didn’t work either. I still have no data. Phonebox offers to refresh the line on their end. I’m told that will be done within 24 hours.
Dec 24, 2024 – Line still not refreshed. Data still doesn’t work. I email to find out what happened. I’m told they haven’t had a response from their team yet and since it’s a holiday on Dec 25, it won’t be done then either. They offer to issue another new esim. I say not to bother as I’m leaving on the 30th. Again I ask for a refund.
Dec 25, 2024 – Still no solution. They again offer to give me another new esim.
Dec 26, 2024 - Again I refuse the new esim as I’m leaving on the 30th. Again I ask them to delete my current esim and provide a refund. Again they refuse. I ask for justification for their refusal, as I have paid for a service they have not provided.
Dec 27, 2024 – My esim is terminated. I receive an email that I will receive a refund for my “unused days.”
Dec 30, 2024 – Refund still not issued. I email them to find out when that will be issued. I’m told “next month.”
Date of experience: 12 December 2024
worst service I experienced in Canada
Phonebox seivice is such bad.First it always takes too long time to connect with the represititve .Second ,finally when you connect with them ,the connection lost without reason and they never call you back .Thirdly they promised to call me back or send me email to solve my problem ,they never did.
Date of experience: 20 December 2024
dont ever try this company
dont ever try this company. it is hard to contact their customer service!
Date of experience: 06 December 2024
Over $163.00 was charged to my credit…
Over $163.00 was charged to my credit card when I have a $25.00+tax plan, call customer service,took longer than expected time to be answered by a representative named Chris, she checked and said the additional $163.00 was due to cellular data over used, when Enron the plan,no disclaimer indicating that $15.00 per G data will be charged for over using, she also confirmed that she will ask her manager to refund me the charges and let me wait for her call, than never hear back, I have never over use data prior Phonebox,even though other service providers like Fido provide less data , if this is a company can be trusted? Or if it’s a real company?
Date of experience: 15 November 2024
No customer service
Do not expect any customer service. I bought a prepaid card for my daughter doing an exchange programme in the US. She losts her phone and it had been impossible to get any customer support to simply deliver a new Sim card. They just take the money and offer no support.
Date of experience: 14 November 2024
Don’t buy an eSIM from Phonebox
Don’t buy an eSIM from Phonebox. Didn’t work for me at all (and I’ve used many other eSIMs on my phone) and terrible customer service
Date of experience: 01 October 2024
Sakura was incredible helping us
Sakura was incredible helping us, she is so friendly.
Date of experience: 31 October 2024
Incredible customer service!
Had issues with my sim card and new phone number when setting up. Sakura at the Vancouver store was an incredible help to me and spent hours trying to resolve the issue. 5 stars to her excellent customer service!
Date of experience: 23 October 2024
Data over charge 165 bucks when law…
Data over charge 165 bucks when law clearly states 50 dollars max, crooked company:(
Date of experience: 01 October 2024
Hopeless and Unprofessional
This is the most Hopeless and unprofessional company that uses Telus network. They have poor connectivity. I have requested to Port out my phone number and It's been 4 days now, they are not providing me with Account number. Raising issues with them is useless. Cannot even reach out to Telus. It's a pure rip off by them. Please don't go for their services. It's a money waste.
Date of experience: 09 October 2024
Clear and helpful
Quick, helpful and clear explanation
Also seems like a great deal
Date of experience: 27 September 2024
Scam !!!!!!!!!
Date of experience: 26 September 2024
A scam!
A scam! Runned by criminals under investigation. Stay away - seriously.
Date of experience: 18 September 2024
Very friendly and helpful service by…
Very friendly and helpful service by Kumiko
Date of experience: 15 September 2024
The Staff Sakura was very polite and…
The Staff Sakura was very polite and friendly! Very thorough and I understood all about the plan!
Date of experience: 03 September 2024
Phonebox will be the beginning of your nightmare!
If you accidentally exceed your data plan, you will receive a bill of hundreds of dollars without any warning. Do you want to transfer to another carrier? Forget it! You have to beg them like a beggar to get your account number back. However, it is likely that they will ignore you and use various excuses not to provide you with the number, so you will not be able to port out. In the end, you have to give up your number. Don't think I am scaring you, you can search on Google, countless people have been scammed by them！
Date of experience: 01 September 2024
Cheaper plan than most place
Kumiko, IIRC treated my nicely and guided me through registering a new sim plan, and the plan itself is way better than the big 3, highly recommended.
Date of experience: 01 September 2024
Kale is great and helpful
Kale is great and helpful . He helped me a lot with giving all the info about temporary sim card installation. He is also very polite and ptient.
Date of experience: 28 August 2024
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people write reviews about real companies.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.