PhoneBox 

The worst customer service you can imagine. On activation day, they sent an email saying, "Your eSIM has been prepared and will be delivered directly to your device using your EID. Once activation is pushed to your phone, you’ll see a message stating that a new mobile plan is available. Simply tap Continue or Download eSIM, no QR code needed." I have never received a notification, and whenever I wanted to add an eSIM on my phone, the options were either QR code or LIP, and neither of those was provided to me. I tried everything on their website for troubleshooting and tried to reach them by email and their chat. They haven't replied to any of those, so I had to spend 3 days without any data or phone number.

I got no number or qr Code to activate my e sim and they don't seem to care. I am now a whole week without WiFi 10 hours away from my familie. To write some messages I have to go to tim Hortons. I messaged them 4 times and tried to call them 4 times. The only response was a bot response after a week. My patience is running out.

Many calls can’t be received. People say my number is not available. Customer service is never helpful. Wait times are long and many times the call drops . They change my plan but blamed me . I do not recommended this service.

Everything worked perfect for ME. Got my esim working in just 5 minutes. 10/10 i would definitely recommend to my friends and family

Horrible service. They keep charging ridiculously high amounts without giving any clear or reasonable explanation as to why

I ordered and paid for a Canadian PhoneBox number while we were still in Europe because my 14-year-old daughter was flying alone from Europe to Canada for the first time, including a connecting flight. The whole point was to make sure she would be reachable as soon as she arrived in Canada.

Unfortunately, PhoneBox has still not managed to provide a properly working phone number. Today is August 31, 2026, and whenever I call the number assigned to her account, I still hear: “The number you have dialed is not in service.”

I have been trying to get this fixed for about a week. Instead of actually solving the problem, I keep communicating with bots that repeatedly ask me the same questions and provide no solution.

To make things even more confusing, the phone now shows a completely different Canadian number from the one displayed in my PhoneBox account. So I currently have one number in the account, another number on the phone, and no clear explanation of which one is actually correct.

For a service specifically marketed to people who need mobile service in Canada, this has been extremely disappointing. We ordered the number in advance precisely to avoid problems when my 14-year-old daughter arrived alone in Canada, but the service has failed at exactly the moment we needed it.

Very unprofessional support and still no solution after a week. Based on our experience, I cannot recommend PhoneBox.

I will also be informing the student exchange organizations we are in contact with in Europe about our experience and will strongly advise them not to recommend PhoneBox to students or parents travelling to Canada unless these reliability and support issues are addressed.

Ordered a prepaid SIM card for Canada. The SIM card arrived immediately, but I never received the Canadian phone number, even though it was promised to be sent a couple of days before my flight. Customer service completely unresponsive!

Created a plan for my daughter who was in a study-abroad program in Canada. The plan silently kept running after she was back. There is no cancel plan link on the webpage. I have written to them.

Just finished with Grace from Customer Service (real person apparently) and she was super precise and knowledgeable

Stay away. Horrendous data speeds, .05 mb down at best. No one cares or wants to even look into it. Happens at least once a month that your phone is useless for a week.

Awful customer service, took money and refused to refund despite receiving a email saying I was entitled to a refund. Have sent emails with no replies, have called and had no help. Do not trust them. They are awful and now I’m down a decent amount of money.

I have been in touch with the company for multiple weeks in an attempt to port out my number to another service. They are essentially holding on the number. Promising to send a letter of authorization and then not following through. I would regret signing up.

You can't remove the payment card once you add it. It's also hard to get connect with a customer support. Once you want to terminate the plan, it was also hard to deal with.

poor customer services, overcharge.

I have been over charged with excess data last month, they tried to bill me double until i made them investigate it. This month i did not receive any of the normal communication when I was close to reaching my data limit and also when it was exceeded. In the past i ALWAYS received detailed text messages offering me a data block to ensure i didnt go over my bill. This month I got nothing and now they are taking no responsibility for their lack of communication and customer care. I am feeling very dissapointed and untrustworthy with this company now, do not sign up with them as they will not escalate my issue or help come to a reasonable outcome. i will not be paying this bill as they are taking advantage and just clearly trying to make more money for their company-

Jin helped me really well thank you!

Ysabel was a very friendly and helpful Agent. Thank you very mutch to solvent my Problems !

I had a great customer service from Jun.
She’s great.

My experience with PhoneBox Canada has been extremely frustrating and disappointing.

The cancellation process is problematic. There is no straightforward way to cancel your plan yourself — you are forced to contact support. Only after reaching out did I receive a response saying the account would terminate at the end of the billing cycle, provided that auto-payment is disabled — yet there is no clear way to actually do that.

This creates a situation where customers are left uncertain whether they will continue to be charged, with no proper tools to manage their subscription.

Overall, the system feels intransparent, outdated, and not customer-friendly. I would strongly advise others to be cautious before signing up.