Saily: eSIM for travel 4+

Used while travelling in Samoa - was great experience. Initially it did not connect but the online chat with an agent helped adjust network option and off things went. Awesome.

Hello. Appreciate your review! 🫶

Terrible in Japan. Slow LTE coverage in Tokyo. I tried it for 3 days thinking maybe this is somehow ‘normal’ or I’m doing something wrong. At least a minute to do a google search. So frustrating. This isn’t even the worst part. The customer service. OMG. Live messaging where you get a response 4 hours later. Friendly in tone but content (script) is a concern. I was on with the Manager “Samson Harris”. After some troubleshooting it was determined that there wasn’t any 4G or 5G coverage for where I am and everywhere I’ve been. I.e. all the tourist areas. I asked for a refund and was denied because my phone had somehow managed to use more than 1% of the purchased data. I explained that a product that does not function as advertised requires a refund. By consumer protection laws and common decency/integrity. The response was concerning:

“We do not guarantee nor represent that the signal would be 4G or 5G and coverage 100% in all areas: ‘The Service is provided on an "as is" and "as available" basis. We do not guarantee a fault-free Service, and make no warranties regarding network coverage, quality, or availability.’ ”.

This message conversation took an hour. The whole experience was scarring. Luckily a cheaper option with Ubigi worked immediately at a good speed. I understand issues occur with business services. Not resolving an issue that makes the service unusable is inexcusable. Stating that it’s not their responsibility is sickening.

Hello, we are sorry to hear about the difficulties you have encountered. Your satisfaction is incredibly important to us, and we want to ensure that we address any issues you have faced. Could you please provide your ticket ID? This will allow us to thoroughly review how your case was handled and make any necessary improvements. We truly appreciate your patience and understanding, and we are committed to resolving this for you. Thank you for giving us the opportunity to make things right.

Doesn’t work when on trains (a major part of travelling), speeds often slow in any area, busy or not with plenty of coverage. I spend a lot of my time troubleshooting, disconnecting and reconnecting, switching off automatic mode and trying to switch between KDDI, Softbank and NTT Docomo. It will mostly only connect and have a signal from Softbank and sometimes KDDI. When connected and at full signal strength, I often get “No Internet Connection” warnings or no / ultra slow speeds where anything attempted whether it be a browser page loading or other simple tasks, it just hangs and sits there.

Never buying again and sounds like it’s not worth raising tickets because I have read customer service is unhelpful and does not offer refunds, even partial, if over 1% of data has been used regardless of whether you have been struggling throughout the use and have not used all the data.

DO NOT GET FOR USE IN Japan!

Hi there. We're really sorry to hear about your experience. We understand how frustrating this can be, especially while traveling. Please reach out to our support team at support@saily.com, and they'll do their best to help you resolve these connectivity issues. Your feedback is valuable, and we want to make sure you have a better experience moving forward. 👏