Dear Lina,
We apologize for any confusion or frustration regarding our activation process.
To clarify, Tello is a US-based carrier, and our network guidelines require all SIM cards to be initially activated and register usage within the United States.
This initial domestic activation is necessary to properly sync the device to our network before features like Wi-Fi Calling or International Roaming can be used abroad.
We want to be completely transparent about our service rules, which are detailed in our International Service Agreement within our Terms & Conditions at:
tello.com/terms.
Because you were unable to use the service, please rest assured that your latest order has been fully refunded. The funds should reflect back in your account within the next 48 to 72 hours, depending on your bank's processing times.
We appreciate your feedback and wish you the best with your future connectivity needs.
Dear Sherman,
We apologize for any confusion!
Our records show that your Tello eSIM was successfully generated under order #105139167. However, we noticed that a physical SIM card was also ordered just a few minutes later under order #105139719, which is why you saw that extra $3 charge.
To take care of this for you immediately, we have canceled the pending activation for the physical card and issued a full refund for that order. If the physical SIM package still arrives in your mail, you can simply discard or reject it, as your active service will remain entirely on your eSIM.
We are always looking for ways to make our setup process as clear and seamless as possible.
One of our customer service experts will reach out to you directly to ensure your eSIM transfer is running perfectly and to gather any feedback you have on how we can make our ordering steps less confusing.
Sincerely,
Tello
Hi Ron,
We're so happy to hear that you found us when you needed a new provider and that we've been able to serve you well for over four and a half years! We truly appreciate your loyalty and positive feedback.
Tello
Hello Ashlie,
Thank you for sharing your experience. We sincerely apologize for the frustration and inconvenience this situation caused.
We understand how important it is to have reliable service and stay connected with family and friends, especially while traveling.
After reviewing your account, we can see that you contacted our support team regarding an SMS issue. We made some adjustments to your line and the service was restored. Based on our records, text messaging is now functioning correctly on your account.
Regarding your concerns about signal or connectivity, one of our support specialists will contact you directly to review the issue in more detail and work with you to find the best possible resolution.
Thank you for your patience, and we appreciate the opportunity to assist you.
