Jetpac help team
I have been travelling through Vietnam and now Germany and have been using jetpack the entire time. In Vietnam it worked really well and I had no complaints. Once travelling to Germany I decided to a buy a new phone as mine was on its last legs which I thought could cause complications with transferring my SIM, but the help online assured me it would work. One of the instructions is to erase your SIM off your old phone in order to attach it to your new phone, but my new phone was saying it is still in use so I got in touch with the help team to clarify. I was then bluntly informed that I had used all my data, bearing in mind I purchased 30gb and it has been 6 days. I had informed them I hadn't and It has been over 12 hours since my inquiry and I am still awaiting a solution which is disappointing. I understand part of the complication falls on me purchasing a new handset, but if it states online that it is possible to transfer your SIM then it should be straight forward and shouldn't leave people in a different country without Internet to access bookings and maps. To top it off, I am now trying to purchase a new SIM because I need one and can't wait and the referral link they have sent to my partner for me to get money off is invalid. It unfortunately feels like as long as you have no complications with the app it works great (like in Vietnam), but as soon as there are issues then the help team aren't particularly helpful or understanding and the response is slow. It's unfortunate, I was otherwise enjoying using this app