MTEL Switzerland Reviews 

Impossible to register prepaid SIM card
No information available.
Customer service difficult to reach.
Avoid at all costs!!!!!!!!

If trustpilot had a negative review option, I would give it and a donation to trust pilot to push my review forward. Absolutely do not recommend.

Worst ever.

1. Network in Switzerland
Technically, it uses Salt network. However, the problem is, they have a server processing traffics in Austria which makes every website recognizes you as if you are accessing from Austria.
Additionally, different from the original Salt network or any other kind of MVNO using Salt network, it is still bit different. The sim card keeps refreshing that sometimes there is a glitch of moments that the phone gets "No Signal."

2. Network Abroad (Europe Roaming)
I was using the plan including roaming in EU + Balkan. I visited the Netherlands. However, the sim card didn't work when I just arrived at the AMS airport and never be connected. After coming back, I reported the issue, but the customer service said I need to report it when I am on-site either by email or phone call. In the end, they didn't take any kind of action with this case.

Later, I visited France. Similarly, never connected to any networks. This time I left an email, but they replied me when I was back to Switzerland. It took around a week and they told me they did take some kinds of actions on my sim card.

A few months after that, I visited France, Germany, Denmark, Sweden. I could do roaming in France and Germany. However, still no signal in Denmark and Sweden. I reported this issue again when I was in Denmark and Sweden, but they never replied me.

Moreover, when you are using other normal telecom companies, you can really easily roam right? Just by go to Connection - Global Roaming - Choose Network Manually - and Choose any telecom companies or companies having contract with your telecom company. However, MTEL is bit weird. it takes ages to be roamed after crossing the border, and it is even impossible to connect it manually. What you need to do is just wait until you got roamed automatically.

3. Customer Services
I already mentioned above, but I can elaborate it in more details. Firstly, they receive calls pretty well. Whenever I make a call to their call center, they mostly pick up my call. However, mostly they do not solve issues.

For example, there is a special number in Switzerland such as number 503 typing "INFO." It works only for the first time, and after the first time, it never worked. I reported this issue to the service center, and even visited the physical branch at Oerlikon. However, they have never solved this issue.

This mobile operator offers excellent value for money, providing high-quality services at competitive prices. The available packages are comprehensive and well-designed, covering a wide range, including generous data allowances, calls, and messaging services.
The customer service team is particularly for its friendliness, and willingness to assist.
Overall, the combination of reliable network quality, attractive pricing, comprehensive service packages, and outstanding customer support makes this operator an excellent choice for both personal and business users.

I would swear but I shouldn't so i am going to say their service is below unsatisfactory. I've been waiting for a refund for 2 months now. And it seems like the company is 'the left hand doesn't know what the right does', no clue about their policies within their customer support.

Piece of shit company, how can it be swiss?

I use the service more than 1 Year.

Worst mobile experience I ever had. Constant SIM refreshing, connection on and off for no aparent reson, absolutely unusable. I stayed with them for a few months just because I didn't use the service (was a backup data simcard), but whwn I needed it it was a waste of time and energy. Called the customer service of course, useless and further waste of time. Stay away from them!

Very unfriendly customer service atleast on the English speaking sector.
Very bad English speaking skills, not listening until I finish my sentence/question. I can not recommend using this provider.
I have never met a company that allows workers to take English speaking calls with such poor skills. It was impossible to get clarity out of her. She also gave misleading/didn’t share all Information that cost me more money than was necessary 😭

Absolute Balkanic scam runs by Serbs! The esim they sent never worked (and I received 5) and they never acknowledged my written request to terminate their service after 3 months of back and forth with their useless customer service team. They continue to send monthly bills. This will need to be escalated to a legal procedure for non-fulfillement of service and non respect of commercial terms on their part.

The online service is terrible, but the company offers unbeatable deals. If you are price sensitive it's worth to try your luck and order from them.

My first SIM bought online from them never worked despite me spending hours and multiple attempts on the website and phone hotline. But I tried again with another deal, bought the new SIM in a physical shop and let the (very friendly) employee switch it on, and voilà, lots of minutes and data at 1/3 of the cost of the premium brands. Up to you to decide if this is worth the time and stress.

SUPER bad service!
I can't remember the last time I was this angry about a service before...
I am not even officially a client yet, but I had been assured that I would get a physical SIM card last week, which is when my number porting would take effect, and now, I still have nothing and have to pay for e-SIM cards while waiting to contact them and fix this situation. Apparently, they lost all my data, including my ID verification, contract, and number porting, so I have to do everything all over again!!
And while I wait, I have had to spend already 15 euros with mobile data and I cannot access my bank account, insurance,... everything!
Worst mobile service provider ever

DOUBLING DOWN ON THIS. TRASH SERVICE, I AM SO PETTY I WILL CHARGEBACK 15EUR JUST TO GET BACK SOMETHING FOR THE TIME I WASTED FOR YOUR IDENTIFY VERIFICATION FLOP.

"Worst SIM card providers.
They barely speak or understand English.
They will indefinitely send the ID online verification which is the worst ever.
The card reader read wrongly
The Hologram test is a joke
The picture is the only step you cannot approved before sending for review.
After 6 tries I throw the SIM card in trash and just spend 3 hours, 5 calls 2 email and 15Euro with it in the trash.
To propose a manual alternative as sending the information separately in an email should be mandatory."

This is day 8 to try to register my 7,50Fr pre paid sim card.

1. Ordered my sim with uploading my documents and details.

2. Received the SIM-card, I had to upload my documents and give the same details again to register (registration already done with same user...)

3. Called cusotmer service, received an identification link.

4. Identified myself with uploading my documents and selfie (identification successful)

4. Identified myself with uploading my documents and selfie (identification successful 2nd time)

5. Called customer service as Sim card still does not work.

6. Received new link to identify myself, customer service said I have to use the video identification (instead the offline option, why is there a second option then?) and call them back (?!)

7. Called WebID to identify myself (WebId employee brakes the call as I misspelled my phone nr. was not sure if it was my old or new nr.)

8. Called WebID to identify myself (connection brakes just before the end)

9. Called WebID to identify myself (employee accuses me I am reading my name ????!!!!, connection brakes, this is the point I am starting to lose my temper)

10. Calmed down, calling WebID to identify myself (finally identification successful, receive the TAN code and after a message it's all done, SIM card still not works)

11. Calling customer service, my SIM card does not work after identification was successful. Customer service says my identification is unsuccessful, send an email to customer service.

12. Sent an email to customer service last week, received a message back I will be contacted ASAP. 3days later, no answer yet...

Update:
So after 3 other day MTEL copy pasted the standard reaction on my review as you can see.
Yesterday I received an email to restart the registration process as the WebID video identification was unsuccessful even though I have a written confirmation from WebID, that the identification was successful with a unique identification ID.
I really tried and wanted to finish this, but today I gave up. I will throw away the pre paid sim card I bought online for 7.50CHF and accept that the registration is not working. Looking for another provider...

Horrible experience. I ordered a SIM which has been completely inoperable for over a week (cannot connect to a network for either internet, calls or SMS). I have tried to contact MTEL many times over email, chat and phone, and each time I have to explain the issue again from scratch, and am assured tech support will be informed, occasionally even receive rude and condescending lectures from agents insisting I have used up my entire package (false) and trying to terminate the conversation before I have even had a chance to finish speaking. I have not heard back from tech support, and have not received a single response to any of the multiple emails I sent. I keep getting told to call their phone number, but this is unreachable without a Swiss number, which I do not have because their SIM is not working! The issue remains unresolved - while MTEL's subscription price is fairly cheap, if you add up all the additional costs of temporary travel SIMs and online calling apps iI have had to pay for to ensure continued connectivity and try to reach their call line it adds up to more than I would have paid for many of their competitors!

I subscribed to a mobile plan with this company, clearly stating from the beginning that I intended to use the number with an eSIM for my Apple Watch. Although the company provided an eSIM, it was not compatible with the Apple Watch, and the service I specifically requested could not be used.

I therefore asked to cancel the subscription, as the promised service was not delivered. Despite this, the company insisted on charging me for the first two months as per the standard contract terms.

The entire experience was disorganized and disappointing. Communication was unclear, and the handling of my request lacked professionalism. I cannot recommend this service based on my experience.

Absolute scam, the worst phone company I have ever used. I am tied into a 2 year contract with them right now. Don't do it.

Customer service will take MONTHS to get back to you about anything and then provide no solution. There is also no communication in their team. During the time you wait for anyone to help you, you will have to re-explain your issue (caused by them) at least 10 times to different 'advisors' (although I wouldn't call them that). Their whole job is to drain you of money for as long as they can while you are locked into the contract.

I have had to buy 6-7 Esims now just to be able to use my phone, during the time I have been with MTEL (<1 year) because that's how often I am cut off with no explaination. Most recently, they cut me off becuase I was 'calling South Sudan' (I wasn't) - turns out they mistook the country code of Sudan with the city code of Lisbon. EU calls are within my plan! So I have now 3x huge bills I am refusing to pay, for calls I didn't make, and no service for over a month while they 'get back to me as a matter of urgency' about their mistake.

It is a total joke. Do not go anywhere near this company.

This company is an absolute disaster. It took three days just to activate a SIM card – and only after having to verify my identity multiple times with a passport photo. And once it finally worked (or so I thought), nothing functioned properly anyway. When I contacted support, I was told they “couldn’t find me in the system.” Seriously?

Now that my credit has run out and I’m trying to top up… guess what? That doesn’t work either. According to them, it should be possible via the app or online. After several days of failed attempts and countless hours wasted on hold with an utterly useless, overloaded, unfriendly and unprofessional support team, I’m done.

I’m switching back to Mucho – had zero issues with them last year, and their prices are just as competitive.
Mtel? Absolutely NOT recommended!!!

The id verification link goes in a loop…
The id verification link goes in a loop of taking photos rather than progressing, or just does not work.

Customer service is sloppy and amateurish.

So far I would class Mtel as a joke. Other providers may be slightly pricier but at least they actually work.

I faced discrimination based on Nationality. They deny a mobile number (Sweazy Travel) to foreigners. Terrible customer care.

Impossible to use their phone card for calls/data. The registration service simply does not work, "page not found" or it just returns you to the same page without saying what details are incorrect.
A con, rip off!!
The woman who sold me the SIM card said that a lot of people have trouble with it, so I'm not the only one.