Salt Mobile: most-reported complaints
- Complaints in recent reviews
- 93% of 116 recent reviews analysed
- Most-reported issue
- Support unhelpful 30% of complaints
- Company replies
- 81% of negative reviews, typically within 1 days
- TrustScore
- 1.3 from 5,762 total reviews
- Review window analysed
- 2025-08-19 to 2026-11-09 116 reviews
- Sector
- Telecoms & IT
Automated analysis of 116 public Trustpilot reviews published 2025-08-19 to 2026-11-09. TrustScore 1.3 from 5,762 total reviews — see the Trustpilot page. Quick answer: is Salt Mobile legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that Salt Mobile’s support is unhelpful, with 32 out of 108 identified complaints citing this issue. Customers also frequently mention difficulties in canceling their contracts, accounting for 25 reports, and describe the core service as poor, which was noted in 23 instances. Additionally, 21 reviewers reported being overcharged, such as unexpected fees while traveling. The trend for these issues has remained flat throughout the analysis period.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
What are the most common complaints about Salt Mobile?
| Issue | Share | Count | Trend | By month |
|---|---|---|---|---|
| Support unhelpful | 30% | 32 | steady | |
| Hard to cancel | 23% | 25 | steady | |
| Poor core service | 21% | 23 | steady | |
| Overcharging | 19% | 21 | steady | |
| Billing errors | 17% | 18 | falling | |
| Contract term changes | 17% | 18 | rising since 2026-07 |
Support unhelpful
32 reports · 30% of complaints“you cannot terminate your contract online”
The company replied on 2026-06-09: “Bonjour Jérémie, merci d’avoir pris le temps de partager votre expérience avec nous. Nous sommes désolés d’apprendre que celle-ci a été négative. Nous proposons différentes offres et différents…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“I went to all stores in Bern, none had the cable.”
The company replied on 2025-12-02: “Hello Jenna, thank you for your review. We are very sorry to hear that you had a negative experience in one of our Salt stores. Customer satisfaction is our highest priority and our sales staff are…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“they were overcharging me 20 francs every month”
The company replied on 2026-10-20: “Hello, Thank you for your feedback. We’re sorry to hear about your experience and would like to better understand your concerns. We have sent you an email so we can review your feedback and look into…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Hard to cancel
25 reports · 23% of complaints“They began billing me without my consent, without a signed contract, and for a service I never received.”
The company replied on 2026-01-05: “Hello Serap, thank you very much for your review. We regret to read that you are dissatisfied. According to the information available to us, you independently concluded a legally valid contract with…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“hit me with bogus September bills (89 CHF vs. my 34.95 CHF plan), blocked number porting to trap my son's line”
The company replied on 2025-12-22: “Hello Aleksander, in most cases, a discount is valid for the duration of the contract term, for example 24 months. If you terminate the contract in due time and in accordance with the notice period,…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“when we used the phones abroad, the data never worked, you couldn’t load any web pages or even send messages with WhatsApp.”
The company replied on 2026-01-20: “Hello William, thank you for taking the time to share your feedback. We regret to hear that you feel dissatisfied. As already mentioned in our response to your partner’s review, we would like to…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
Poor core service
23 reports · 21% of complaints“completely unusable TV service”
The company replied on 2026-07-07: “Hello, Thank you for taking the time to share your feedback. We are sorry to hear that your experience with Salt has not met your expectations. We would be happy to review your situation and see how…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“I went to all stores in Bern, none had the cable.”
The company replied on 2025-12-02: “Hello Jenna, thank you for your review. We are very sorry to hear that you had a negative experience in one of our Salt stores. Customer satisfaction is our highest priority and our sales staff are…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Salt disconnected the internet around midday on 31 August, without any warning.”
The company replied on 2026-09-24: “Hi,Thank you for your feedback. We would like to discuss the matter and find the best solution for you. For this reason, please send us your details through the Trustpilot contact request, which you…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Overcharging
21 reports · 19% of complaints“He confirmed. Only when travelling in the Baltics and getting hit by daily charges we found out the plan did not include all EU members”
The company replied on 2026-07-07: “Hello, Thank you for taking the time to share your feedback with us. We are sorry to hear that your experience with Salt has not met your expectations. Regarding the roaming services, we would be…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“During the contract period, they increase the price”
The company replied on 2025-11-24: “Hello Andrea, thank you very much for your review. We are sorry to read about your dissatisfaction and regret that you would not recommend us further. The contract duration is communicated to every…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“they were overcharging me 20 francs every month”
The company replied on 2026-10-20: “Hello, Thank you for your feedback. We’re sorry to hear about your experience and would like to better understand your concerns. We have sent you an email so we can review your feedback and look into…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Billing errors
18 reports · 17% of complaints“They began billing me without my consent, without a signed contract, and for a service I never received.”
The company replied on 2026-01-05: “Hello Serap, thank you very much for your review. We regret to read that you are dissatisfied. According to the information available to us, you independently concluded a legally valid contract with…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“hit me with bogus September bills (89 CHF vs. my 34.95 CHF plan), blocked number porting to trap my son's line”
The company replied on 2025-12-22: “Hello Aleksander, in most cases, a discount is valid for the duration of the contract term, for example 24 months. If you terminate the contract in due time and in accordance with the notice period,…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“I still couldn't get it cancelled! They simply say yes on the phone, then keep billing you”
The company replied on 2026-11-09: “Thank you for sharing your experience. We're sorry that cancelling your Wi-Fi SIM turned into such a frustrating process. We understand that after several visits and phone calls, you expected a much…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
Contract term changes
18 reports · 17% of complaints“During the contract period, they increase the price”
The company replied on 2025-11-24: “Hello Andrea, thank you very much for your review. We are sorry to read about your dissatisfaction and regret that you would not recommend us further. The contract duration is communicated to every…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“What they tell you verbally in the store is the complete opposite of what is included in the contract”
The company replied on 2026-09-03: “Hello, we’re sorry to hear that you’ve had this experience. We understand that receiving different information in the store compared to what is stated in the contract, as well as concerns about…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I was charged early cancellation (222.27 CHF) due to the contract.”
The company replied on 2026-09-02: “We’re sorry to hear about your experience and understand your frustration regarding the cancellation fee and the documentation requested. We would like to review your case and clarify why these…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
How to reach Salt Mobile
These are the contact details Salt Mobile publishes on its Trustpilot profile, as of our last check on 2026-11-11 — it publishes no phone number there, email [email protected], address Avenue de Malley 2, Prilly, 1008, CH.
The company claimed its Trustpilot profile on 2019-06-17 and last replied to a negative review on 2026-11-10. We last checked this profile on 2026-11-11 and found 1 new review. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 3.5★ on Google (129 reviews, as of November 2026) — a 2.2-star gap between its Trustpilot and Google scores.
TrustScore over time
1.3 → 1.3 across 13 census measurements since 2026-10-06. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal:
Show all 13 dated readings
2026-10-06 (82%, 1.4d) · 2026-10-09 (81%, 1.4d) · 2026-10-12 (82%, 1.3d) · 2026-10-15 (82%, 1.4d) · 2026-10-18 (81%, 1.3d) · 2026-10-21 (81%, 1.4d) · 2026-10-24 (82%, 1.3d) · 2026-10-27 (82%, 1.3d) · 2026-10-30 (82%, 1.3d) · 2026-11-02 (81%, 1.4d) · 2026-11-05 (81%, 1.4d) · 2026-11-08 (80%, 1.4d) · 2026-11-11 (81%, 1.4d).
Severity: 44% of this company’s 108 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 0.8 days between the experience and publishing their negative review (108 reviews record both dates).
Measured reply time: across 101 negative reviews that received a public reply, the median wait was 0.8 days — the company profile reports an average of 1 days.
Reply quality: of 101 company replies to negative reviews analysed, 24% engaged with the specific problem and 49% were generic templates.
Sector benchmark: support unhelpful makes up 30% of this company’s complaints vs a 33% median across 114 ranked companies in its sector.
Review velocity: 877 of this company’s 5,762 Trustpilot reviews (15%) were written in the last 12 months.
Other companies with evidenced “Support unhelpful” complaints
See all companies by issue: Support unhelpful · Hard to cancel · Poor core service · Overcharging · Billing errors · Contract term changes
Compare Salt Mobile with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-11-11.