Ctexcel Reviews 24

I had a very frustrating billing experience with China CTExcel.

My husband’s monthly plan renews on the 10th of each month. On April 10th, we switched his plan to a lower-cost option, expecting the change to take effect immediately. Instead, CTExcel charged us for both the old plan and the new plan. When we contacted customer service, we were told that the original plan had already been charged on April 6th and therefore could not be refunded.

This makes little sense. How can a company charge in advance for a service period that hasn’t even started, then refuse to adjust or refund when the plan is changed on the actual renewal date? The service tied to that charge was never fully delivered under the original terms.

We’ve been using other telecom providers in Canada for over 12 years, and the standard practice is clear: when you change a plan, the provider either prorates the unused portion or applies the new rate going forward. This kind of double-charging would not normally happen.

If China CTExcel wants to grow its presence in markets like Canada, it needs to align with basic industry practices—especially when it comes to transparent billing and fair treatment of customers.

Overall, this experience left us feeling that the billing policy is unclear and not customer-friendly. I would recommend others to be very cautious and clarify all billing details before making any plan changes.

I ordered and paid for a SIM card online, but never received it. I emailed customer service, but received no reply. In the end, I had to apply for a refund from my bank.

This is a scam.

In the past 3 weeks, when I make phone calls, the call will be cut off within 10 seconds. I called Ctexel customer service to report my issue,that was when I found out the call cut off issue was due the wave interruptions Ctexcel experienced. But the customer service could not tell me when this issue can be fixed.
I called customer service 3 times in the past 2 weeks, every time is the same answer, they dont have a clue when this issue can be fixed. Now I cant make any doctor appointment or call my pharmacy to renew medications.
Not being able to make an outgoing call has seriously impacted my daily life.

Customer service is horrible, it cannot trust it.

I’ve been using the Ctexcel SIM card for a while, and it’s been excellent. The data allowance is generous, and it works good in the UK and Europe, and even in China without any issues. The signal is stable wherever I go, which makes it good for both travel and daily use. I’m really recommend it to others who want to travel to China.

Echoing previous comments: worse company and avoid at all costs. When I can start with: "one SIM card, two numbers" promise didn’t work for me. Dealing with customer service hotline at that time was a pain—they were only willing to pass on my complaint, not resolve it. As this is my second backup number, I've just found out that they stopped my number without informing me, even though I still had around £15 worth of money on it. Their advertised UK customer service hotline is currently not accessible, so only communicate through emails and they keep telling me this is the correct number.

i called so many times for the issue i had, but they never give answer like they promise on the phone .

1.they said someone will call back or respond from email, but not at all, until i called times again
2. they said a new SIM card mailed out, but never received after waiting for a week later. i have to call again, then got one finally
3. with 2 month time frustrating(no data, no message can be texted/received, many times communication with different representative) to get all solved, i missed good opportunity to interview and holiday data needs ....

i decided to quit the company, but they charge the whole month fee which only used 2 days.

the is the worst experience in life. hope never have this service in future

What kind of cluttered UI is that? Typical useless chinese website

Price very good,no problem

CTExcel is one of the largest state-owned telecom companies in China. However, it has been the worst company I have had to deal with in the UK. CTExcel falsely advertises that you can pay £3/month to activate a second virtual Chinese number within 3 hours. In reality, I have been paying for this service since end of January, and my second virtual Chinese number is still listed as "activating." On 3 February, I emailed their help desk and received no reply. Since February I have also called 888 numerous times (by the way, their Customer Service number, +44 787 002 088, is also falsely advertised and never works). Each time, different staff based in China have assured me that the issue would be resolved within 2-3 days. After patiently waiting for so long, I called them last Friday and requested they cancel this service and refund the charge. Once again, I was told that it would be resolved within 2 days, but nothing happened. I called again this afternoon(14 March), and this time, the staff member said that customer service could not resolve the issue other than making a note on my behalf; the decision has to be made by its UK office. When I asked for a UK contact number, I was told that they don't have one. As a customer, I feel powerless and have nowhere to complain when faced with such a shameless company.

Ctexcel canceled my service without request, the customer service mistakenly canceled the service, and nobody take responsibility to correct it. The only word they are saying is "Sorry" and the service is terminated for 24 hours and no one response.

Rubbish. They charged me but never offer service twice. Never refund. Customer service did nothing at all. Lier.

Worst experience in my life. Everyday 4+ spam calls and credit lost without any reason. Avoid this Chinese company at all cost!!

Spamming me constantly with calls. Never interacted with them going to sue for harrasment. Daily numerous calls. Utterly ridiculous doesn't matter how many times I block the 07362 numberr they've called from
07362 047434
07362 047438
07362 050401
07362 050399
07362 050406
07362 050407
07362 050398
07362 050399
07362 050401
07362 050402
07362 050388
All from 2nd September to today. Absolutely relentless and for no good reason!

Non-existent customer services.

If send email to helpdesk email address, never get a reply.

Call 888 helpdesk, the frontline persons are courteous and polite, that's all. Issue not getting resolved despite numerous of calling.

Tried to do number porting since March 2022. CTexcel' recorded shown the porting was successful, yet the mobile remained the same.

In fact their record shown as the original CTexcel number was ported into CTexcel !!! They can't even tell the number is in CTexcel number range.

I sent photo proof of the SIM card that printed with the original number. Of course no one reads email at CTexcel.

Oh one other thing, their website won't allow date of birth before 01 January 1972. I have never encountered any other website with such lack of common sense.

By comparison CMlink is far better.

CTEXCEL (中国电信 China Telecom) provides extreme poor service, and customer service also cheat me.

It promised to provide China virtual number (dual number on one chip), however, the number never work. Customer service told me the problem has been solved several times, but the problem never been solved. The customer service finally told me the problem cannot be fixed, and they have refunded me. But they never refund even a penny!

They charge me in full month by month, but never provide expected service!

I do not recommand anyone to use CTEXCEL service.

This company is full of tricks, since I paid my first $1 promotion bill my card only activated for just one month. Then I paid $185 for 3 months bill for my phone number but my phone had showed deactivated because I have no balance for this phone number. I asked customer service and they did see my bill and asked me to wait. I had waited about 2 weeks, nothing change even I did not receive any email for the problem. This is a totally scam.

Worst service, worst signal, Often no network. The customer service let me go outside to use the phone. I am a foreign student. I need a Google translator in class. Do I have to sit outside to take classes?

This is a company from china and I am from china. But, I am really shame of this company. Paid 10 pounds and never received the sim card after numerous calling. In the end, I asked for money back, never happen again. In the end, I have to raise a dispute in my credit card company. Horrible.