Bne Sim 5 GB eSIM Packages Did Not Work in Cyprus

On the night of June 1, 2026, I purchased the “Cyprus Europe 30-Day 5 GB” package through the Bne Sim eSIM app for both myself and my spouse. When we landed in Cyprus on the morning of June 2, we activated both packages according to the installation instructions. However, even though both packages appeared as “active” on our lines, neither of them worked at all.

I tried all the recommended troubleshooting steps, including turning mobile data on and off and restarting the lines. I then contacted the help and support section through the app using a Wi-Fi connection. We spent approximately two hours trying everything with a support representative, but the issue could not be resolved. Since the problem could not be fixed, I stated that I would obtain service elsewhere and submitted refund requests for both my package and my spouse’s package. I was then forced to purchase service from another provider.

I paid a total of approximately $11, consisting of 330.06 TL and 228.34 TL. When the support cases I opened through the app are reviewed, it will clearly show that neither of these two packages purchased through my account and my spouse’s account could be used at all. Since June 2, 2026, we have repeatedly been told through the help and support messages that “your refund is being approved,” “we have forwarded it to the relevant department,” and “it will be credited today or tomorrow.” However, days have passed and neither a solution nor a refund has been provided.

I had previously used the same app abroad three times without any problems. This time, however, I received no service and was left dealing with this issue throughout my vacation. Even though I never used either package, they still appear as active on our lines, while no data service was available. The entire process was handled very poorly, and I still have not received a clear resolution.

I request a full refund of the approximately $11 I paid for the two unusable “Cyprus Europe 30-Day 5 GB” packages purchased for myself and my spouse, as well as a proper resolution to the inconvenience I have experienced.