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Veja o que dizem as avaliações
once it was installed & activated, it just worked. except it would not received texts via Apple Messages; i had to swap in my USA esim for a few minutes to get an approval code. it needs to be able t... Ver mais
A empresa respondeu
I’ve just landed in Japan and honestly couldn’t be more impressed with this eSIM! The setup was unbelievably quick and easy, I was connected within minutes with zero hassle. The internet speed ha... Ver mais
A empresa respondeu
A super reliable, very efficient and trustworthy company, one of THE BEST of its kind and(!) - very reasonably priced with an outstanding customer service. I must highly recommend. MOBAL FOREVER!!! Tr... Ver mais
A empresa respondeu
Detalhes da empresa
Escrito pela empresa
Mobal is an award-winning UK/Japan-based SIM provider whose mission is to make life in Japan easier for foreign nationals, known for reliable service, and friendly English support. What makes Mobal different is that it's 100% owned by a charity, which is dedicated to building schools and feeding children in Malawi, Africa. That means that all the profits Mobal makes go straight to making the world a better place!
Informações de contato
The Winding House, Walkers Rise, Rugeley Road, Hednesford, Staffordshire, WS12 0QU, Staffordshire, Reino Unido
- support@mobal.com
- www.mobal.com
3,8
Muito Bom
933 avaliações
Respondeu a 88% das avaliações negativas
Normalmente responde dentro de 1 semana
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Experience Japan like a local
Mobal offers voice/text/data plan that allows travelers to have a Japanese phone number necessary for many ticketed events that must be purchased in advance. Also helpful for calling and accepting calls from local businesses. E-sim needs to be setup after activation. This is easy to do but can be overlooked if you are used to physical simm that was basically plug n play.
27 de setembro de 2024
Avaliação não solicitada
Resposta da Mobal
We really appreciate you taking the time to provide your feedback.
It is great to hear that having a genuine Japanese phone number with your Mobal Voice + Data eSIM was helpful during your time in Japan!
Thank you for your review and for letting Mobal be a part of your trip!
Painlessly get a real Japanese Phone #
Mobal has been the easiest company to work with to get a real Japanese phone number as someone who is just starting to learn Japanese.
30 de outubro de 2023
Avaliação não solicitada
Resposta da Mobal
Thank you for providing your feedback.
We are delighted to hear that you have found Mobal the best option for providing a genuine Japanese phone number when starting out in Japan and learning the language!
Thank you for your review and for choosing Mobal!
Great for Travelers in Japan, Especially iPhone Users!
Rating: ★★★★★ (4.5 stars)
I used Mobal's "Data + Voice" SIM for two months during my stay in Japan, and overall, it was a great experience. The ordering process was incredibly easy, and collecting and setting up the SIM card was a breeze. One of the standout aspects is the excellent network coverage—it was strong enough to stream videos on trains without any buffering, which was really convenient. Their billing plans also seem to offer great value, especially considering the amount of data provided.
There were rare instances where I suddenly lost signal in certain areas that weren’t underground, but this was a minor issue overall. I didn’t need to contact customer support myself, but friends who did mentioned that Mobal's support team was very responsive and mostly helpful.
I would definitely recommend Mobal, especially for iPhone users. If you're using an Android device (like I did), you may run into some network issues, but iPhones seem to work much better across the board in Japan. In fact, using an iPhone is generally a smoother experience here, from network connectivity to tapping your phone to pay for train tickets.
In summary, Mobal is a fantastic option, particularly for foreigners visiting Japan. Just keep in mind, it’s even better if you’re on an iPhone!
15 de julho de 2024
Avaliação não solicitada
Resposta da Mobal
We really appreciate you taking the time to provide your feedback.
It is great to hear that you found the process of ordering, collecting and activating your SIM card easy!
We are also happy to hear that you found the plans we offer good value for money and that your network coverage was excellent throughout your time in Japan.
Whilst you didn’t contact our Customer Service team yourself, we are delighted to hear that when your friends who were also using our service reached out for support they found our agents very helpful and responsive!
Thank you for your kind review and for letting Mobal be a part of your trip!
Worked Perfectly & GREAT Customer Service!
The SIM card and reception worked flawlessly in 3 different cities in Japan! Better yet was the technical assistance I received for minor questions (I'm the least tech-savvy person on Earth).
Highly recommended!
3 de setembro de 2024
Avaliação não solicitada
Resposta da Mobal
Hi Thomas, thank you for taking the time to provide your feedback!
We are delighted to hear that your SIM card worked well throughout your stay in Japan.
We are also pleased to hear that our Customer Service team were able to assist with your queries.
Thank you for your recommendation and for choosing Mobal. We hope to hear from you again in the future!
Japan Data Only Plan
Great service, stable mobile data connection for our trip in Japan. Easy to use for international tourists, we chose the Japan data only plan for 8 days. Would recommend it if you are short staying in Japan.
11 de setembro de 2024
Avaliação não solicitada
Resposta da Mobal
Thank you so much for taking the time to provide a review and we hope to hear from you again in the future! It's always great to receive feedback from our customers and we are pleased to hear that our service provided you with a stable connection throughout your stay!
Great product - Japan data only SIM
The Japan data only SIM card had excellent coverage in all of the cities I visitised including the shrines and temples. The instructions to activate the SIM were straight forward, and I was able to activate it on the plane. The customer service team were very helpful and friendly with my initial query before using the product. I would recommend to others.
11 de setembro de 2024
Avaliação não solicitada
Resposta da Mobal
We really appreciate you taking the time to provide a review and we are delighted to hear that the service worked well for you during your stay! It's also great to hear that you found the service easy to use and that it provided you with excellent coverage during your trip!
We hope to hear from you again in the future and please do not hesitate to contact us again if there is anything else that we can assist you with.
Never get fooled.
They have terrible instructions. When you follow their terrible instructions - it doesn't work. then you learn they have no phone number. They allow only an email form to contact them. when you send them an urgent plea on their form - you get a response that they will get back in 1 to 3 days. They are terrible/horrible. Don't be fooled. Don't ever loose your money as I did!!
4 de setembro de 2024
Avaliação não solicitada
Resposta da Mobal
Thank you for your review! As explained in our email response to you, the issues you experienced on this occasion were due to your device not meeting the compatibility requirements that are explained on the Mobal website. If there is anything else that we can assist you with however, please do not hesitate to contact us again!
Excellent solution, superb service
Excellent solution! Purchase in advance was easy, activation & setup on arrival in Japan were super straightforward (completed in the queue at airport immigration!) and then a fantastic data service as I travelled around Japan. Delighted by my experience with Mobal, highly recommended
13 de agosto de 2024
Avaliação não solicitada
Resposta da Mobal
We really appreciate your feedback!
It's great to hear that you found the activation / installation process easy to follow and that the data service worked well for you while traveling to different locations!
We hope that you enjoyed your time in Japan and thank you once again for your recommendation!
Easy to setup and use
eSIM was easy to setup on my iPhone 11. Coverage was excellent.
7 de agosto de 2024
Avaliação não solicitada
Resposta da Mobal
Thank you so much for taking the time to leave us a review!
We are very pleased to hear that the setup process was easy to follow and that the service worked well for your needs!
Credit Card charges months later
Coverage in country was fine, pick up convenience was fine, etc.
BUT
I've gotten 3 different charges from them for varying amounts in the months since leaving japan.
Edit: hashed it out with their CS team. Their premium voice+text+data PREPAID sim only covers INCOMING messages and will ADD charges for each individual outgoing use of the network. 2 stars for how absurdly awful of a concept that is.
19 de maio de 2024
Avaliação não solicitada
Resposta da Mobal
Thank you for taking the time to provide your feedback and we are sorry to hear of your frustrations regarding our billing procedures!
As previously discussed however, we can confirm that the usage rates for outbound calls / outbound texts are available on the Mobal website / from your Mobal online account and this was also explained in the confirmation emails that were sent to you during the activation process for your chosen plan.
Your usage reports are also passed on to us with a delay (which is why the usage fees are billed at a later date) but we do of course apologize for any confusion this may have caused!
From reviewing your discussions with our support team, it appears that we have already refunded the latest usage fee that you incurred (this usage fee was billed correctly but was refunded as a goodwill gesture) but if there is anything else that we can assist you with, please do not hesitate to contact our team again!
International SIM doesn't work on a…
International SIM doesn't work on a pixel 7a in Japan. Only worked intermittently. This info is available on their website but in small print which you will miss.
5 de julho de 2024
Avaliação não solicitada
Resposta da Mobal
We appreciate your feedback and we are sorry to hear of the issues you experienced on this occasion!
Handset compatibility issues are out of our control unfortunately but we can confirm that we do include a warning for our physical data-only SIM cards (explaining the issue with certain Google Pixel devices) which can be found in the "Will The SIM Work In My Device?" section directly above these products.
This section contains full details of the compatibility requirements for this service but we understand your frustration and if there is anything else that you would like to discuss with our support team, please do not hesitate to contact us again!
Poor service and tricky to cancel
Poor, very very slow slow customer service (days and days of delay) when something goes wrong. And they will keep charging you even if you email them to stop service. You have to pay attention to their emailed response and follow the directions. Would definitely not recommend.
1 de maio de 2024
Avaliação não solicitada
Resposta da Mobal
Thank you for your feedback!
We were unable to locate a record of your Mobal account using the information you have provided and unfortunately, we have not received a reply to our request (which was sent via TrustPilot) for your account information either.
As we have not received this information, we are unable to look into this further for you but we are not currently aware of any major response time delays. With regards to your request to terminate the service however, we can confirm that requests of this type must be submitted by you directly from your account (as you would be required to choose a specific termination date / the reason for termination and review the information that's provided) and so we can confirm that our customer service team would have explained this and provided additional instructions. This would have also been explained when you originally selected an ongoing plan but we also provide termination instructions in the "Support" section of our website.
If you would like to discuss this further however, simply contact our customer support team again and we will be happy to look into this for you!
Just the fact that they stopped konbini…
Just the fact that they stopped konbini payments in order to make everyone subscribe for their ridiculous debit card is enough for this 1 star.
Edit: me, and I'm sure many other people are put in an enormous and unjustified difficulty because of this. I don't know what to do with your understanding.
You know perfectly that Japan is still a cash society and that it is more difficult for a foreigner to apply for a debit/credit card. Making me receive a call from an associate speaking my language...why? I can perfectly understand English and communicate in this language.
And, moreover, there's nothing to understand. You are just doing a legalized fraud and I will have no choice than closing the contract.
25 de julho de 2024
Avaliação não solicitada
Resposta da Mobal
Thank you for taking the time to provide a review!
We appreciate your feedback and we sincerely apologize for any inconvenience the loss of this payment option may have caused!
We try to make our billing procedures as simple as possible for anyone visiting Japan by allowing payments to be made via standard debit / credit cards (or PayPal accounts) without the need for a Japanese bank account etc.
However, we understand your frustration regarding the loss of this specific payment method and if there is anything you wish to discuss further, please do not hesitate to contact our support team!
Resposta da Mobal
Thank you for your review!
We are delighted to hear that you are happy with the Mobal services and we hope that you have enjoyed your stay!
Thank you for choosing Mobal and we hope to hear from you again in the future!
These guys are so terrible j would not…
These guys are so terrible j would not trust using them at all I payed for a sim and never got it to work for Days and there are no phone number to call for help and when I send email they never even after a week waste of time and money
15 de julho de 2024
Avaliação não solicitada
Resposta da Mobal
Thank you for taking the time to provide your feedback and we are sorry to hear of the issues that you experienced on this occasion!
With regards to our response times, we believe that we have located your account and it appears that all emails you sent to our support team were responded to within 24 hours. If any of your messages were left unanswered however, please contact us again and provide us with a copy of the message / the date and time the message was sent and we will look into this further for you!
After reviewing your discussions with our support team, it appears that we had also requested some additional information from you (that would have allowed us to troubleshoot the issue further) but received no response. The network records show that the eSIM was never installed on your device which would likely indicate a compatibility issue (i.e. the device you used was not fully unlocked or the device was not eSIM compatible) but if you can provide us with the information requested by our support team, we will be happy to investigate this issue further.
Thank you once again for your feedback and we hope to hear from you soon!
SIM for Japan Holiday
Used their data SIM card during my holiday to Japan. The SIM was picked up from the specified location and easily installed. It worked perfectly and did everything we needed during the trip. Appreciated the good service and no hassle.
15 de junho de 2024
Avaliação não solicitada
Resposta da Mobal
Hi Adam, thank you for taking the time to provide your feedback.
It’s great to hear that you found it easy and hassle free to collect and install your Data Only Tourist SIM card!
We are also delighted that the data connection was suitable for your needs and the service worked well for you during your stay.
Thank you again for choosing Mobal and we hope to hear from you again in the future!
Couldn't possibly be worse
Over the past six months I have spent four months in Japan. During this time I exclusively used a Mobal SIM card and the whole experience has been a disaster from start to finish.
1) The upfront price is over 400% of local providers
2) The internet speed is less than 20% of local providers
3) They processed 3 transactions incorrectly and took weeks to rectify it
4) They disconnected the telephone service, leaving only SMS and Data, without telling us... then proceeded to blame the Japan network
5) When downgrading my service to a smaller plan, they disconnected the service entirely then offered to post me a new SIM card weeks later
6) They aren't registered for Japans emergency warning system meaning when the two earthquakes struck, everyone else got notification except us
7) The customer service team takes at least a week to respond, assuming they respond at all
DON'T DO IT
** EDIT**
8) They take weeks to respond to customer service enquiries, to solve problems they've caused, but they respond to a negative review in under 24 hours.
** EDIT **
9) They post fake positive reviews on this site and two others, I have proof.
1 de julho de 2024
Avaliação não solicitada
Resposta da Mobal
We really appreciate you taking the time to provide your feedback and we are sorry to hear of the issues you experienced during your time in Japan!
With regards to the cost of our service and plans etc, we believe that our plans are appropriately priced for the benefits provided for short term stays in Japan and we can also confirm that all pricing information was available on the Mobal website prior to your order being placed. Regarding connection speeds however, please be advised that data speeds can vary greatly based on a number of factors that are outside of our control but we do of course apologize for any inconvenience this may have caused!
In reference to the Emergency Alert system, we can also confirm that our service supports the use of this feature but please note that you may have been required to enable this within the settings menu on your device. This option can usually be found by going to "Settings" > "Notifications" (and then locating the option to enable "Emergency Alerts" or "Government Alerts") but you may need to refer to a user guide for your device for specific instructions.
It appears that we have not received a response to our request for your Mobal account details (so that we can locate your account / previous discussions with our support team in relation to the issues discussed in your review) and so unfortunately, we are unable to provide a detailed response to some of the points mentioned in your review. However, we do aim to respond to all inquiries as soon as possible (we are not aware of any inquiries that took our team a week or longer to respond to) and so if there are any issues that have not yet been resolved or discussed with our support team, please send an email to our care team at care@mobal.com and we will look into this further for you!
Don't recommend their service
If you're a typical tourist staying in hotels where you can use hotel wifi in the evenings to watch your shows and do other stuff, Mobal is probably fine for you.
If you intend to travel around, where you won't have access to wifi(like camping in the countryside), and still want to watch your shows etc online in the evenings, then Mobal isn't for you. They have a 3GB policy, meaning that if you use more than 3GB of data a day, they will restrict your connection to basically nothing for 24h(making the service unusable). If you use extra 500MB during your restricted time, they'll restrict it further 24h.
This doesn't make sense, as if you get their 16 day SIM card, you'll get 50GB of data. Simple maths tells you that 16x3GB=48GB. Meaning you pay the 2GB for nothing.
They do mention the 3GB limitation if you open up the more information page with your package, but that still kinda feels like a rip-off.
Do not recommend if you won't be using WiFi during your travels.
Feel like they should reset the restricted connection every day at midnight.
Also, at first I bought their eSIM, which I had to cancel as I found out that my phone was not supported. I sent them an email asking to cancel the eSIM and then continued to go purchase the regular SIM cards. Everything looked good, until I arrived in Osaka airport. Went to pick up the cards and the airport information desk people(who were amazing in all of this) couldn't find my order. They tried many times and I went through my emails using the airports wifi to see if there's anything wrong. The staff at information desk tried contacting Mobal(they've got their service number) but no luck for a long time. I finally logged into my Mobal account on their website and saw that they had cancelled my newly purchased SIM cards instead of the eSIM's. At that point it was about an hour later from when I went to collect the SIM's and I gave up on them. I almost bought some other SIM cards(which I wish I did as they were cheaper and had no limit), but they finally managed to get a hold of Mobal's rep and they activated the order again and refunded my other order.
It wasn't very fun experience dealing with this kind of mistake right as I got off the long flight and just wanted to rest.
Mobal needs to do better.
7 de junho de 2024
Avaliação não solicitada
Resposta da Mobal
Thank you for sharing your detailed feedback. We sincerely apologize for the inconvenience you experienced and appreciate your patience during this time.
We are sorry to hear that our data policy did not meet your expectations and that there was a mix-up with your SIM card order. We understand how frustrating it can be to deal with such issues, especially after a long journey.
The 3GB daily usage policy is enforced by the network to ensure fair usage for all our customers, but we recognize it may not suit everyone's needs. You're right that 3GB per day for 16 days equals 48GB. While we publish this fair usage policy based on our supplier's guidelines, we aim to provide a realistic upper limit for 16 days' worth of use, which we’ve found to be up to 50GB.
On a positive note, you will be pleased to know that we are in the process of transitioning to SIM cards that do not include fair usage policies. This means customers will soon be able to use the full 50GB as they see fit!
Regarding the SIM card mix-up, we acknowledge this mistake and assure you that we are actively working on improving our processes to prevent such errors in the future.
Thank you again for your review and we hope to have the opportunity to provide you with service in the future.
Great communication
Great communication. Due to difficulty arranging to pick up the physical sim, I needed to cancel my order & swop to am esim. I found they were very accomidating & helpful.
13 de junho de 2024
Avaliação não solicitada
Resposta da Mobal
Thank you for taking the time to provide your feedback.
We are delighted to hear that our Customer Service team were able to accommodate you!
We hope you have a wonderful time in Japan and thank you for choosing Mobal!
We recently visited Japan and I…
We recently visited Japan and I purchased a Mobal SIM card and installed it. My wife went with an on-line sim arrangement with another provider. Mine worked fine, hers didn't! I had reliable internet everywhere we went, not a single problem. I am not a techie, my only suggestion is that Mobal have a technical person to install their SIM card at the airport, nevertheless I muddled through and got it working and installed.
Peter M Canada
20 de maio de 2024
Avaliação não solicitada
Resposta da Mobal
Hi Peter, we appreciate you taking the time to provide feedback about your recent experience with our service.
We are delighted to hear that your Voice + Data SIM card provided a reliable data connection throughout your time in Japan!
Despite not being a ‘techie’ we are glad you were able to successfully install and activate your SIM card! Please be advised that the collection point agents are not Mobal staff which is why they are not able to provide technical guidance. Therefore, we endeavour to ensure that the setup instructions provided and our support pages are as easy as possible to follow so that customers are able to install and activate their SIMs without assistance. However, your feedback is greatly appreciated and we hope to hear from you again in the future!
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