Maya Mobile

Hi Ebrahim, We're sorry to hear about your experience. We understand how frustrating it is to experience technical issues and wait longer than expected for support. We'd like to look into what happened and review your case. Please reply to your existing support ticket or contact us with your order number so we can investigate further and work toward a resolution. Thank you for your feedback; it helps us improve.

Hi Brad, We're very sorry to hear about your experience and understand how frustrating it must have been to lose connectivity during your drive across New Zealand, especially while trying to stay in touch with family overseas. The outage you experienced was caused by an unexpected issue with one of our upstream network partners, which affected customers across multiple regions. While we know that doesn't make the disruption any less inconvenient, it was not limited to New Zealand alone. We'd also like to clarify that we currently provide support through our 24/7 live chat, WhatsApp and email channels rather than phone support. This allows our team to securely access account details, troubleshoot connectivity issues, and provide updates as quickly as possible. We understand that some customers would prefer phone support, and we appreciate your feedback as we continue to evaluate ways to improve our service. We sincerely apologize for the inconvenience. If your issue has not yet been resolved, please reply with your order number or contact us through our support channels so we can review your case and make things right where possible.

Hi Lira, We're sorry to hear about your experience. The connectivity issue you encountered was related to a temporary outage that affected many eSIMs across the EEMEA region due to an upstream carrier issue. We understand how frustrating this was, especially while traveling and relying on your eSIM to stay connected. We also apologize for the delay in our response. The outage led to a significant increase in support requests, which unfortunately impacted our response times. We appreciate your patience and your feedback, and we're sorry we didn't deliver the experience you expected.

Hi Louis, We're sorry to hear your eSIM didn't work as expected in Armenia. We understand how frustrating it is when you arrive at your destination and can't get connected. We also apologize if you experienced delays reaching our support team. Around this time, we were handling a significantly higher volume of requests due to a widespread outage affecting many eSIMs through one of our upstream network partners. This unfortunately led to longer response times than usual. We'd appreciate the opportunity to investigate your specific case. If you could reply to your existing support ticket or provide your order number, we'll review what happened with your connection and work toward a resolution as quickly as possible. Thank you for taking the time to share your experience.

Hi Naeem, We're very sorry to hear about your experience and understand how concerning it is to lose connectivity while traveling, especially when you're relying on your eSIM. Based on the timing you described, it's possible your service was affected by the recent widespread outage caused by one of our upstream network partners, which impacted connectivity for many customers. We also experienced a significantly higher volume of support requests during this period, resulting in longer-than-normal wait times for live chat responses. We sincerely apologize for both the disruption and the delay in reaching our team. We'd like the opportunity to review what happened with your connection and make things right. Please reply to your existing support conversation or contact us with your order number, and we'll investigate your case as quickly as possible. Thank you for your feedback. It helps us improve both our service and support experience.

Hi, We're sorry to hear that you feel disappointed by your experience. We'd like to clarify that our Global eSIM plans are designed to provide truly unlimited data without fixed usage caps or top-ups. However, like all mobile networks, we do monitor network usage to help ensure a reliable experience for all travelers. In rare cases where usage patterns fall outside normal travel roaming behavior (such as consistently exceeding 5+ GB of data in a single day), we reserve the right to manage network resources accordingly. This is a fair usage measure intended to protect overall network performance, and the vast majority of our customers never experience any impact. We're also sorry if there was any misunderstanding during your conversation with our support team. It was never our intention to mislead you, and we appreciate your feedback as it helps us improve how we communicate our policies. If you'd be willing to contact us with your order details, we'd be happy to review your specific case further and address any concerns you may have.