Lycamobile customers unable to make or receive calls following cyber attack
Lycamobile has been hit by a cyber attack - with some customers now experiencing issues making and receiving calls.
Other users say they’re having trouble topping up their pay-as-you-go account, as well as requesting a Porting Authorisation Code (PAC) to switch provider. It is unclear exactly when the disruption started, or how many people are being affected. Lycamobile has 16 million mobile customers globally.
One customer posted on X/ Twitter: “I cannot make any calls and am stuck inside. I need my phone working for health reasons. It is saying I have no credit I am on a pay monthly tariff. You have taken the payment. It's A NIGHTMARE.”
Another said: “I need a PAC code and have been waiting for 3 days to get one, you're [sic] text service isn't working!! Plus your app won't let me cancel renewal.” A third posted: “I have been without a working phone since last week. When will the issues be resolved?”
In a statement on its website, Lycamobile - which is a SIM-only mobile provider and piggybacks off the EE network - said it is "working hard" to bring things back to normal. However, it has not revealed if any personal details belonging to customers have been accessed in the cyber attack.
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The statement reads: "Following investigations carried out as a result of disruption to our network, it has become clear that Lyca Mobile has been the victim of a cyber attack. We first became aware of issues over the weekend, which were preventing customers and retailers from accessing top-ups through our channels.
"It also impacted some national and international calling. The issues affected all Lyca Mobile markets apart from the United States, Australia, Ukraine and Tunisia. Our focus on our customers is paramount. We are working around the clock to ensure that the impact on them is minimised."
Lycamobile said it is continuing to "urgently investigate whether any personal information may have been compromised” and added it will "keep customers updated on the outcome of our investigation". In the meantime, MoneySavingExpert.com recommends you should change your Lycamobile account password and keep an eye on any unsolicited phone calls or emails.
If you want to make a formal complaint, you can complain to Lycamobile by emailing [email protected] or by sending a letter to: Complaints Department, Lyca Mobile UK Limited, 3rd Floor,Walbrook Building, 195 Marsh Wall, London, E14 9SG.
If you send a letter, make sure you post it by recorded delivery so you have proof of your correspondence. If you're unhappy with the response and it has been eight weeks, you can take your complaint to the alternative dispute resolution (ADR) provider, Cisas.
The disruption comes after some Lycamobile customers claimed their signal was affected after the firm moved over from the O2 network to EE back in June this year. Customers were told at the time they "may experience occasional disruptions during this time" and were advised to restart their mobile.
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