Matrix Cellular Complaints & Reviews

It has been 3 weeks since my first email and I haven't heard back from anyone from Matrix.
Ihad taken the Matrix Europe package 25GB high speed data.
But there has been no proper coverage anywhere in entire Turkey. None of the cities I got proper network.
The speed is too slow and I have been able to use only 1GB in 10days which is not acceptable. That too with interruptions in voice and video calls.It was absolutely useless. I have been asking for hotspot from my friends and relying on hotel wifi. This has been really embarrassing for me. I need my money back since your customer care wasn't able to fix the issue.
Dipti Pai - [protected]

I recently bought an esim from matrix in Europe, but my mobile data is not working. My data roaming is on and apn details are also available. I am having a lot of problem without mobile data. Pls look into the issue and let me know what more details you need from my end. My order no was ORDER W #12657...

Not getting good network, not receiving all calls and messages from US local numbers. Receiving 2G service instead of 4G service which was commited

Tried complaining immediately upon landing in USA. Since then several complaints to Senior management also. They've been only blaming on everything but not the sim card.

It's not appreciated at all. My entire visit, I had to mostly live without data, and sometimes without any signal at all.

Worst part, no one at managerial level takes a responsibility and speaks over.

July 2nd 2023
[protected]
I have recharged my mobile matrix cellular which is indian sim im using in UK, bought at bombay airport for emergency.
I have issue activating the service i recharged for on 2nd July with Rs.1770 inc tax. for a pack costing Rs.1500. Tried to reach out to their support number which turns out to be invalid.
So i emailed, after 2days they resonded its activated by no service yet.
I asked for PAC code to chnage network, they said its non-portable. I dont even know that sim can be non-portable. This company looks shady please look into it.
I would like to get a PAC code so i could get out this network.

Hi,

Date of incident - 2 july 2023
Client name- Matrix Cellular
I live in UK, bought Matrix sim in Bombay airport, would like to raise a complaint on Matrix cellular network in uk. I recharged IT ON 2nd July for Rs.1500 pack including tax Rs.1770 and today is 5th july. Service not activated. Bill no- RMNX20724R001142. When asked for PAC code for network changed. They denied the request saying its not portable making more life more difficult.
Kindly help with the issue of PAC code for network porting.

Dear Sir,

I purchased a matrix e-sim for my 07 days Cambodia and Vietnam trip.

Paid approx. 3700 for 06gb internet. I was informed that Singapore (Where i had my layover) would also have matrix network however the same was not available. I ignored assuming i'll have network in Cambodia but to my surprise not a single day i had complete network. I am still on my trip 4th day to be precise and could use only 30mb out of 06gb as there is no network.

Half of my trip is behind matrix team solving the issue. I need my refund of rs 3700 paid to you.

Thanks
MAHENDRA DEVRE

Hi Team,

I recently travelled to UK and took a Matrix Sim card from Hyderabad Airport.

The number given to me is been used by someone else in the past and not able to use for most of the apps. I requested them to change my UK number and they informed me that I might have the similar issue with a new number as well. Hence I informed them that keep the amount for 30 days and refund my remaining amount and their support came back to me that there is no issue with them and no refund will be provided. Have taken a 5 month plan on 1st March 2023, asked them charge for March 2023 and refund the remaining 4 months. So that I can take a new number here in the UK.

Their support numbers does not work and they dont answer the calls as well. This is a pathetic company trying to scam customers and they should not be allowed to do like this. Please help in getting my money back.

Mobile Number India : [protected]

This is a complaint against fraudulent sales and malpractices followed by the prepaid sim company Matrix.

To close the sale when I was in India, they first said the esim will work absolutely fine even after taking all my details including device type. Then post delivery, i realise the esim is not compatible with my Xiaomi device. I then spoke with their nodal officer Sanjay, once again providing all information including device...

Dear Sir
I bought Matrix PrePaid SIM Card for my Son who was travelling to USA on 18th Aug22 for studies. I was discussing about various plans with one Bhanuprasad at Bangalore [protected]. I gave all the information about the location (Baltimore- Maryland) where my Son shall be staying and told him to give SIM of appropriate company who has better coverage because in 2019 when we all travelled to USA we tool 3 SIM of Matrix -Telco Lyca but it just did not work so I told Bhanu about my experience but he assured that now services have changed and that Lyca is only SIM issuing company while the actual Operator is T Mobile and they are offering 5 G Services. I gave the EMEI number of my Sons mobile which he said is ok. The Mobile Handset model was also ok for USA which he confirmed. I took plan of 12GB + Unlimited Local and India calling both ways with 30 days validity and paid 3100 online for which I have not got any Receipt or Invoice. When my son landed on 18th August at Washington airport the Mobile was working but when he reached Baltimore-Maryland the voice call was ok but Data ie Internet was not working and he was not able to use the data resulting into major problems. He could not book Cab nor could he use any online services. We complained to Matrix and their Technical team gave some changes in handset which he did but no change. I escalated the complaint to Sanjay Saraswat - Nodal Officer and Capt Walia -Appellate Officer on 24-8-22 but no response. Sanjay did not pick up call and send SMS Saying please message the problem. So I messaged him the problem and then I got message from Bhanu that Sanjay shall call back but he never called back. Today Bhanu send a message that he has spoken to my son and that there is no coverage in his area so its not working and that he should complaint to Telco. Why should student complaint directly we have bought SIM from Matrix and they should coordinate since they have tie up with Telco. Also the SIM does not provide internet anywhere in Baltimore while Bhanu is giving wrong information. Based on his suggestion we put SIM in other mobile too but its still not giving data speed its constantly showing E
The Company is just not bothered and have taken 3100 and not given Invoice too. I feel they have cheated us on the plan. They have charged for higher plan but given lower plan and thats the reason they have not issued any Invoice with GST. The whatsapp chat with Bhanu is enclosed. Please take necessary legal action against them

Reply Received from Nodal Office promising Action.

From: Nodalofficer .
Sent: Friday, August 19, 2022 6:10 PM
To: [protected]@hotmail.com
Subject: Re: Order No (SRN[protected]

Dear Valued Customer,

We acknowledge the receipt of your email and assure you of an update within the next 24 - 48 business hours.
In case of a Weekend / Public Holiday, the revert shall be provided on the next working day.
Appreciate your support.

In-case you are facing an issue related to the functioning of your SIM card, please write to us at [protected]@matrix.in or you can call us on[protected]/+91 [protected] and we will address it on priority.

Thanks & Regards,

Desk of Nodal Officer

Matrix Cellular (International) Services Pvt. Ltd.

An International SIM, Order No SRN[protected] has been purchased for us in USA.

However the SIM has not worked on arrival at USA. No outgoing, incoming calls can be made. Nor has any Data been provided.

Immediate action has to be taken for refund of the amount paid or else appropriate legal action will be taken.

I recharged my matrix global number a 28 day unlimited (voice) & 10GB data package for Global sim. I was promised 4g and data at high speeds. After recharge i was able to make calls but the data was not working. I complained several times and the technical support recommended i change the settings to 3g and blamed the speed on coverage. I can not use the data while i am away from home. I had to depend on some one else data or any wifi, where i have 10GB data. They are not really doing anything to solve my problem. Send the images & video of my data not working. But still there is no help.

Hi, I took the matrix international SIM from delhi airport and sales person assured me that hand will support 4g and 3g for the internet.
When I landed in us now only calling features are working and internet is only supporting 2g internet.
When connect with the support person he said that your phone does not support the band for 4g or 3g.
I purchased my new phone last year only.
I payed 9000 for 3 months plan and now what no support
Complaint : sales person should have mentioned that phone might not support it. But he did not mentioned it and sold me sim on false terms. Plus I cannot change my plan and no refund also.
This is not right to sell your sim without full disclosure

4G Data is working but unable to make incoming or outgoing calls. The activation in the app requires a phone number but no number was provided.

I have got the SIM from IGI airport terminal T3 New Delhi.

I have asked the representative very clearly to provide me Germany local SIM, and he committed that the SIM which he is providing me as a German local number but when I reached Germany I found that the number which he provided to me it's for UK.

I have made multiple call to these guys but they are disconnecting the call also they have stopped responding to the messages.

Now they are saying we can't do anything as the SIM is already activated. I want to raise a complain against these guys.

Call is not reaching to USA from India. But recharge done. Please solve the problem. phone # is +[protected]

Cooler part ordered before 15 days but still not received

Hi, I bought an international sim for my UK travel from Bangalore airport at 1950rs. After I reached I tried using 4g internet but it keeps on disconnecting every minute. The roaming data is on and I have tried selecting network manually but no luck. Then I tried reaching out to customer care via the portal but no luck. It's been 15days now and I have not received any response. The service is pathetic, so I won't recommend to go for Matrix sim.

My contact number is [protected]
on 07 May 2021 i have applied for matrix global sim and INR 3552.89 was got deducted from my account but order did not confirmed
neither email came to me no any sms came to me that time
sim was applied in the name of GITABEN PARBHOO
on same day i have contacted customer care number [protected] and mr.ujjwal on [protected] and informed about this instance
since friday i am trying constantly on both number and sending messaging but no body taking care of reponse
how disgusting this kind of service is this???!!!

due to this problem faced by me and totally disgusting support facility, i request you to cancel my order and refund the money back to source account from where payment was originally made
screen shot of payment is attached herewith

thank you
- salim