Reliance Jio recently introduced the most economic and unbeatable international roaming packages on both prepaid and postpaid connection which got wide attention for the travelers and the NRI’s. But in reality, the offer is not so good and feasible too. In-order to enjoy and understand the service, i also done the International Roaming on my Jio Number by recharging their Global Pack for Rs. 1101/-. But my experience with the service and the customer care team was terrible.
In-order to enjoy the service offered by the company, i did the recharge for International roaming from India while i am there, and after that, i got message from Jio saying that my Service has been activated also, i got Rs. 1211/- credited to my IR Talk-time with 28 days validity. The next day when i reached Dubai, UAE and as expected my Jio Number became active and i was able to make and receive all at the standard rate (Rs. 2/- for call,sms and data).
Everything was fine for the 1st week, after that, one early morning i got an email from Jio saying that, my International Roaming service has been activated. At first, i thought it was a delayed email from the team, because my IR already active for 1 week and i got the email 1 week later. But, after reading the email, while looking in to the mobile, i found the no signal icon for Jio SIM. At first, as like normal, i did all the basic steps such as restarting the mobile, reinserting the SIM, trying manual network selection (failed to register) and tried on another handset. Nothing happened.
Then i decided to call the customer care and did that, As like all the customer care team, they asked me the details etc etc… and asked me to do the basic trouble shooting, which i already did, as they asked, i did it all once again. Nothing happen and finally they logged a complaint for the same. Also they told me that it will be solved or i will be provided a solution within 48 hrs. Even though it is 48hrs time, i will get it done before that. So i waited for their replay.
But, when time passed, to make the follow up, i emailed them before that time, then i always receives the email saying that, “Your issue is very important for Us, so we will definitely solve it before that time.” In the evening i called again with the complaint number for the follow up. For each time, i have to make ISD call to their customer care and what i got from them was, they can’t say anything about the issue before the specified time and i have to wait until that time.
Then on the next day, one representative contacted me via WhatsApp, and again, they asked me to do the same trouble shoot, i told him everything and again, they need me to do it all. I did it again. nothing happen. Then each time when i ask him the situation, he saying that, they did some modification, please try again, nothing happens.. it repeated for 2 days. nothing changed. When the specified 48hrs finished, they completely stopped interaction with me. once i sent message in WhatsApp, the representative ready it and he neglect it (i can see the blue tick on the read messages). On the email also, no reply after the time.
I asked them at least tell me the issue, they are actually till now, doesn’t know the issue too. Finally i asked them to deactivate the service and transfer the balance IR talk time to main balance, since the IR talk time can only be used in International roaming (their service is not working) and it has only 28 days validity. It will be there as dead money. That request also they simple neglected and they stop responding.
What i learned from my experience
Jio is a game changer in the Indian Telecom Industry brought most attractive and economic offers to the mobile users, but, Jio is not at all the best network in India.
- Try to avoid using Jio SIM for International Roaming service while you are travelling or staying abroad, Only use Jio within India to enjoy the free benefits such as Voice Call and Data.
- Always keep your Jio number as your secondary number and never change your primary number to Jio.
- While travelling abroad, you can choose Airtel, Vodafone or Idea, since they have an established network and service also their service are transparent. Jio demands you to do the activation of IR service while you are in India. And at that time, you may not notice any issue, since you are in India. But once you reach abroad, Jio SIM will not get registered to the foreign network. And the pack and money will become invalid, where as other network let you to do the activation from the foreign country itself, so you can 1st verify it weather its working or not.
- Jio’s customer care is very poor: Since Jio becomes the one of the biggest network in India, and to handle the large number of customers, they took a large number of customer care representative, and because of that, most of the support team are just technically unskilled one. They will never understand your issue. they always tell you the same thing again and again. Only good thing is you will get connected to a representative very quickly. But it worth only for a simple casual chat.
Note: The IR issue i mentioned is from my experience and i am not saying the same issue is there with all the Jio number. After i faced the issue, i did a research on that and what i found is that most of the people who used the IR service experienced issues like this and for some people its working fine. So we cannot identify the actual issue also. So the chance here it is 50-50. If you are lucky it will be working fine for you. So you can try your luck with the Jio SIM and if you are not ready to take the risk, then go for Airtel or Vodafone.
Update on 22nd January 2019: It is almost one year after the International Roaming launch, we can say that Jio is working fine in almost all the location. We will write an article about the experience of Jio’s International Roaming service soon after our one year use. In the meantime, you can use your Jio SIM for your international journey and make sure the country you are going to visit is listed in Jio’s IR destination. You can check the list of countries here.