PhoneBox

I was a customer of phonebox and they had me on a rogers plan, everything worked great until they offered me a new plan with telus. I got the new sim card and my data didn't work so I called phonebox to troubleshoot. They were unable to fix the problem so I requested to go back to my old rogers plan. They said rogers wasn't offering that plan anymore and that I would have to pay more money for a different rogers plan. The issue was sent to head office and I received an email saying that they would put me back on the old plan, this was two to three week ago. I responded to the email saying thank you and the issue was still not resolved, they didn't send me a new sim card.
Last week they told me they still had to wait to hear from rogers to see if I can get my old plan back and they said it would take 24hrs for them to get an answer. Fast forward to this week, I still didn't get a response so I called back again, they gave me the exact same story that they needed 24hrs to hear back from rogers.
At this point I've lost faith with this company, it's nothing other than run around stories and lies. I would highly recommend staying as far away from this company as possible, run for the hills. I will never deal with this company ever again, I'm surprised they made it this far in business.

A truly disgusting company who plays really dirty when you try to switch to other carriers.

Monica I am a SELC student from Korea.
The phone box service is really good, especially Monica

I'm a Greystone student, I came from Brazil and Monica was very helpful. I really appreciated her service. Thank you, Monica.

Ive been a phonebox customer for 5 years. Monica helped me throughout my inquiry. She was very nice and customer service was A+

Monica
We had an emergency situation where the SIM card tray could not be opened, but they responded quickly and helped us out.
They also thoroughly checked the operation after the change, so you can use it with confidence from now on.
The story was fun too! !

I’m a Canadian college student ^^

Monica’s service was very helpful and liberal now I know everything I need to know bout my plan and overall how it works

Such an excellent customer service company. They take their times to help you with all the questions and very patience by listening to you and fixed your problem or with any concerns. Just would to say thank you very much and much appreciated for your patience and all the helped with my new phone plan.

Monica was so much fun to deal with and was able to make a difficult technical issue seamless.

I sent an Email to change plan from $35 10G to $30 10G. The next day responded my Email. It was very quick. I was very happy for the service team! Thank you!

Absolute ridiculous service! It took us a total 27 calls to customer service for just one request - A request to Port out. They will take a few weeks to months to find your account number. We spent 3.5 phone call hours all together to extract our account number from this Company. I was almost going to hire a person to call them everyday!

Try all your effort to avoid this vendor! They are cheating! They even give you fake account number on your monthly bill

Once this "company" gets your phone number they will not port out
It is a scam.horrible company.stay away if you want to maintain your sanity.
I will have to go to CRTC to get my number back

Very unprofessional company, every time literally every time when the term changes, I cannot use my internet, and it is so hard to connect the server and they never try to improve. Overall 0 star

Very unprofessional and poor customer service. Stay away. Phone number was supposed to be ported from Public Mobile on September 30,2022. They failed to submit the request and I had the option of either waiting until Monday with no cell service for the weekend, or to cancel for a full refund (which I have to wait 3 weeks for).

Garbage company! They will charge your credit card for unused services for the next month in advanced (which is fine). The problem is if you cancel or switch carriers, they make you jump through hoops to get your refund. They tell you it will be refunded the next month and when you terminate your account. However, they make you go through a process that is unnecessary and time consuming resulting in hidden charges, false information and not being eligible for your full refund anymore for the unused service. It's really ridiculous. I have no idea how they are still around. Stay away from them, look elsewhere. Absolute garbage.

Very terrible company! Stand away! Treat very bad to leaving customer.so hard to close account. I have been dealing with them for more than one week but still couldn't close my account.they just repeated again and again the procedure, and continuing charge your money and asked you to cancel the previous port out request.so ridiculous! What a garbage company!

Bad customer service! Irresponsible, untrained customer rep, didn’t mention the T&C before signing contract. Definitely wont use their service anymore

The worst service I ever met. Do not choose it. Really a nightmare, especially when you want to transfer out.

Charged me $140 on a $40 plan because I went over their data usage. No warnings, no way to track your data usage. They were thoroughly unhelpful on the phone. The customer service guy I talked to even said their boss doesn’t care, and is comfortable scamming people. They make it incredibly difficult to switch to another provider, refuse to give you an account number. I just want to leave! Stay away from PhoneBox.

Wow! Kim is really a one in a million. I have never travelled to Canada before, but through the recommendation of Moving2Canada.com that i can obtain a sim card from Phonebox before getting to Canada. I tried filling the activation form for SIM card shipment, but was faced with issues completing the form. I chatted with Kim who took me through the process. She is so polite, professional, detailed and patient. She took her time to help out. She has great customer relationship quality. Thank you Kim and PhoneBox for this service.

I’ve spent the last 30 minutes waiting to speak to representative, but the call was dropped! This happened to me twice! I just wanted to speak to someone to terminate my contract and take my account number so I can migrate to a different carrier that respects its customer! You deserve a zero star not one! I Used the online chat but was told they they will give me a call to ask me security questions, but no one called! Someone reply to me now! Worst customer service ever! Don’t go with these guys!

Worst provider ever. They never warned me of my data usage. Just charged me extra $30 for 0.3G over - July 25

I send email to the address that phonebox provided below.got rejected. And I called the toll free number. Waited 54 mins. Hanged up on their side. Couldn't get through after. If I have an option, I would have given Phonebox 0 star! - July 27

I called Phonebox again. They insisted to charge $30 for 500K. Not like what they replied. I just paid it off and leave the company. Never go back. July 28

I wish I can give phonebox zero star, they try to screw up their user. I was charged hundreds of dollars for data, they don't remind you, and there is no signal when I go camping. Be careful if you choose phonebox. I am going to cancel it today. Called a few times, waited almost two hours, still waiting.horrible customer service

Don't use Phonebox! Poor customer service. Charge two months' fee when you active Phonebox service. Don't want to give you account number when you request for port out to other phone company.

Over usage is $15 per GB without any notice. To make commission, a group of Chinese sales agents put ADs in Chinese community social media and hide the charge.

Phone service is terrible and on top of that the call centre doesn't answer their phones. Been trying for days to port out. Save your money and time by going with other companies.

I feel sorry for myself to choose this company 2 years ago. The service was not bad. However, the port out service is super terrible.
1. Phone number is putting you on the waiting list, then after 20 to 30 minutes, no room for recording, then hang up on you.
2. LiveChat, if you choose port out. Then no one will serve you.
3. LiveChat, if you choose to chance plan, there is one to serve you, but they never provide your account number to port out. If you insist to have your account number, then they said you are not using proper language to kick you out from chatting.
4. If you send them emails, then congratulation, the email fail due to remote server is misconfigured.

What a great company?

It haws been fun and challenge to deal with it. And update your knowledge of how a business to keep their customer successfully.

If i could, i will put negative star as high as possible.

Additional comment: Please use your common logic to avoid support this type of business.

Extremely Pathetic Service, Half of the time you don't even understand what customer service rep is saying. I have been tryin to get hold of them for past 4 days and they are not picking up after every half an hour wait time it goes to answer machines which indicates the mailbox is full. Very disappointed, Poor provider definitely I won't recommend it. They also overcharge without notifying & network is extremely slow.

This is a scam telecom provider, they provide a fake account number in the invoice associated with a “intermediate new phone number”. When I realize it is a fake company, I wanted to get out, but I found it is impossible to get hold of the customer service agent.never ever be a customer to this company, they provide fake information saying “they are Rogers” but in reality they are not, but a 3rd party agent acting on behalf of Rogers but doing dirty businesses. Maybe that is what Rogers want.to segment customers.using a fake small company which don’t impact Rogers brand.

A scam company with untrained sales and customer services, do yourself a favor, stay away from them as far as you can. Their sales will ask for commission to be transferred to them privately, and then they will register you, once they get what they asked for, they will behave rudely with you and they will try to get ride of you as quicky as they can. If you have already registered with them, quit your self as soon as you can before you get scammed by their tricks

I want to thanks one of your agent Carole. Shen. Your excellent customer service, warmly tone of the voice and professionalism really impressed me. Once again, thanks Carole for your kindly help.

The reason I gave 4 stars because the phone you provide on the website was never answered. After I email to your company, You reply me, and also Carole email back and forth to solve my issue.

The worst wireless company I had used in last 27 years. It’s not Rogers (even if it shows Rogers), Rogers don’t have any your information as you call Rogers service and was told you are not their client. The account number it shows is not the correct one, you have to call them for a correct one as you need to port out your number to another company, but it is impossible to contact the company by phone. I had been keeping to call three day and got a voice message that “this person’s voice box is full and you can not leave any messages. ”. Leaving messages at live chat four time in three days and was promised will respond in 24 hours. Never happened. Finally got the number by the agent who sold the service. This company worth NONE start, the only one is for the lady agent. Not recommend to anyone.

Phone box provides best plan. Good network. However there customer supports is worst in canada. The call goes for hours long, goes to voice mail. Their chat service is keep says time out. Takes ever to connect to agent.

Most horrible thing is when you port out from phone box to other providers. They have port out protection which was not told and no informy procided to Users. Because of this you cannot port out easily as you do with other networks. They have whole different time consuming process in the country. I have been struggling to get my no ported for 10 days, they donot provide account no first attempt. They keep delaying as much as theh can.

Beware if you are already in phonebox about this process. Inform then atleast 1 week advance to port out.

Totally disappointed.

This company is a scam and they have the worst customer service ever.
My account is prepaid and i want to cancel my account.but they don't let me do so unless i pay my bill for next month even though by that time i would cancel already.i tried to email them, at first they did reply back but once i talked about the prepaid plans and stuff, they stopped replying back.i then called their customer service and that by far is the worst service ever.i waited for so long and nobody picked up the phone.stay away from this company if you don't want to be scammed

Terrible company. Every month got data over usage charge. Never never found a customer service. Spent one month porting out my number because could not get account number. Never ever touch it.

10 months ago, I knew about PhoneBox through the introduction of my Korean friend. When I bought it online, I got a SIM card by international mail. We put in a SIM card while looking for our luggage at Pearson Airport, my friend's new phone was working well but my old phone wasn't.
I was so worried that I called to PhoneBox with my friend's phone and I remember the staff being so kind and grateful for helping me set up my old phone. A few days ago, I changed my phone to a new SamSung phone and used an app to check by my self if the data would be over used. This is awesome and no more worry. I changed my plan in May and it saved me a lot because PhoneBox consulted a good plan for me. Now, when I look at my friends' phones, I told them to switch to PhoneBox first. Thank you, Phonebox!

I gave them one star which I think is too high. They deserve a zero or negative numbers. This is the worst ever company I’ve ever dealt with.
1. It is almost impossible to contact the company by phone. After 40 minutes holding, I got a voice message that this person’s voice box is full and you can not leave any messages. I will never call them again after wasting almost 2 hours.
2. My daughter who is 15 and stays at home most of the time due to pandemic was charged for data over usage every month. Our bill for last month was $98 for 4G over usage which is impossible since we have very fast wifi at home. This has never happened before with any other company.
3. It is difficult to transfer to another company if you want to keep your number. You have to ask Phonebox to port out your number. It will take 1-2 days for you to receive an email telling you your account number. Only then you can go to the new provider to transfer. You have to contact the company again to terminate your account. Be prepared to wait for hours on the phone or online chat.
It is the most frustrating experience I’ve ever had. Now I only want to leave this company.

Worst phone servicer provider. Never use them service. Charge you advance and no service. No one pick up phone. They only want your money and do not want support service.

Phonebox doesnt deserve one star. If whoever is reading this comment, do yourself a favor, do not start your plan with Phonebox. 1.phone customer service takes at least 30 minutes to pick up every single time.when they pick up the phone, they cant help you with your concern, tell you they request it.and you will get response within 48 business hours. 2.email customer service takes 24 business hours to reply you back. DO NOT EVER have hope to get your request done right away with Phonebox. ***WORST PART*** if you are willing to port out your number, make sure you follow the next steps: 1.contact Phonebox and tell them you need to port out your number. 2.up to 48 hours, Phonebox will send you a "new" account number which I dont know why. (For my case i waited more than 60 hours but still didnt receive anything, waited in line with customer service phone line for more than 30 mins and they said you just have to wait.:) 3.provide your "new" account number to new (better) company you are going to start your phone plan with. 4. Contact Phone box to terminate your account.

If you are with any other phone company, port out will be done immediately you dont have to experience any of this. Again, do yourself a favor, make your life easier, DO NOT EVER start with Phonebox.

This company is so bad that I always get hung up when I make customer service calls. The customer service is so bad, please don't use this company, and the traffic of his home exceeds 1Gb 15 dollars.

I can't speak English well but the staff explained in my language. Thank you again for your kind explanation.

This company try to scam the new subscriber. I have subscribe a cheap plan for $30.00 per month with 4GB plan, but I was ending up paying $220.00 for the first month because I was not aware of overage data usage. I was very surprise after the first 15 days of using it. Then I called them and asked them to lock the overage usage data feature, they said they can't do it, but if I sign up a more expensive plan with more data, then they can lock it for me. Now come to the second month, I got a notification that my second month payment is $360.00. I ended up paying 12 times more than my plan. I wasn't convinced because I also use my wifi at home, especially these days, there are lockdown everywhere in Canada especially my city, I always stay home and use my home wifi all the time, how could I use 12GB for the first month without watching any video, youtube, facebook or any other app. The only thing I use on my phone with data is the email. I complained about the data usage, the can't explain, all they said is they got the data usage from Roger. I'm signing with Phonebox, not with Roger, how could I call Roger and ask for the data usage. This company is a Scam, Stay away from them.

Definitely, the worst service provider in the world. They charge your card and never be late. But you won’t be able to get the service every time. You need good luck to get the service. For the future customers or someone who consider to use this company. Good luck with that.

Worst mobile phone plan ever. I've quite my phone plan because I've left the country. A month later they still want me to pay the plan fee. Very unprofessional, DO NOT CHOOSE THIS COMPANY! Customer service is very unprofessional and rude.

Worst phone service provider I've used yet. Poor signal, bad speeds and horrible customer service. After using for two months, I decided to move to another carrier and transfer my phone number. After calling for hours and hours, I decided to email them instead but all they say is to call the phone number that doesnt work. Finally someone picks up after days of calling and the agents say that I can't transfer my number until three months. They said they sent the policy after we signed up for the plan that there is a three month requirement before switching. How can you tell a customer there is a contract after signing up? Now I'm stuck with this carrier for another month and I have to pay both carrier fees. Horrible company, do not sign up for their plans.