Apple

[Qwert66]

Hello,

I recently joined Vodafone and ported my old number across from O2. I've been trying to get the My Vodafone app to work but keep getting the message "Because you're a new customer or have recently upgraded we don't have your latest account information yet." My next bill has been generated yet the app still won't show my usage. I can get it if I log in to the Vodafone website through Safari however.

Any way to resolve this? I've tried reinstalling the app over 3G but that doesn't solve the problem.

Thanks!

[shinwar]

hi qwert
have you tried goin on to the app store and reporting a problem directly through the feedback tool at the bottom of app desciption
ta
shin

[Connor_N · Accepted solution]

Hi Qwert66

I had the exact same problem as you are having i found the only way to get it to work was to wait for my next bill to come through then the app updated itself and now i have all my minutes, texts and data being displayed. If it still doesnt show after your next bill i'd say your best bet would be to send Vodafone an email or something to see if they can look into your account

Hope this helps

Connor

[Qwert66]

Thanks, guess I'll just stick to the website for now!

[Nasreeen66]

It's been 4 days since my bill date and my usage on the Vodafone app does not show

[Connor_N]

Hello Nasreeen66,

I know this sounds basic but have you tried logging in & out of the app or tried deleting it app and reinstalling?

Connor

[badrinathk]

It is just unreasonable for the new customer to wait for 1 month to see the usage. Actually it is the first month where you would like to evaluate your usage and take decisions.

The need during the crucial time is not addressed.

Can vodafone in some way fix this problem?

[Connor_N]

I know, this is how I felt. I had to wait two months as I changed my number and then found out I would have to wait till my next billing date to see my usage.
You could always phone them or email them, they might have a souloution or you can phone 191 and get your usage sent in a text message if your worried about going over or something.

Best of luck, lemme know if Vodafone sort your problem

Connor

[Robster2007]

Hi

Not sure if this helps or not but Vodafone seem to have a huge problem with the My Vodafone App and ported numbers.

I recently moved all my numbers ot Vodafone and the My Vodafone App does not work on any of them!

It did work breifly on one BEFORE the number ws ported but has never worked since the port happened.

The only device that works fine is my iPad which never had its number ported.

I have spent a LONG time on the telephone with Vodafone and I am currently told this has been escaleted to the developer but I am 2-3 weeks and counting waiting for an update!

Robin

[James]

Hi Guys,

Thanks for your posts here.

We are aware of some customers experiencing issues with the My Vodafone Application however, as this is only a small amount of users having issues they are being looked at on a one to one basis.

In the meantime I would recommend registering for a free online account where you will be able to view all of your current usage on each number on the account.

@ Robster2007, can I ask if you have now had a full months usage since your allowance refreshed?

If not, we will need to wait for this to rule out any account update link problem.

I can see that you have mentioned that this has already been passed over to the developers for further investigations which means that we will now need to wait for their analysis of the issue.

James   

[Robster2007]

Hi

Late reply I know BUT, I have now had 2-3 months of bills, this App STILL does not work on my iPhone.

I downloaded the brand new version out today and guess what, still does not work.

VERY, VERY, VERY frustrating.

Robin

[James]

Hi Robster2007,

Thanks for getting back to us here.

We’re aware of an issue with the My Vodafone app which is affecting a small number of users with iOS devices.  If you’re a customer that has downloaded the app for the first time and have been prompted to switch-off Wi-Fi you may experience a message telling you the app is experiencing some trouble.

We’ve identified the cause and are working on a fix now but until it’s ready a simple workaround is to hard-close the app and then start it up again.  To hard-close the app, press the device home button to return to the home screen and double-click the device home button to see the running apps.  Find the My Vodafone app icon and press and hold for a couple of seconds until it appears to “jiggle”.  There will be a no-entry sign in the top-left hand corner of the icon.  Press this and the app will hard-close. Then start the My Vodafone app as normal.

Can you confirm if you received this message and if this workaround has worked for you or do you get a different error after tying this?

James

[Qwert66]

Hi,

I've now also had more than 3 months of bills and yet the app still doesn't display my usage (I still get exactly the same "you're new" error). The problem seems to be that it's picking up my old number (i.e. the one assigned to me before I ported my old number over to Vodafone). Hard closing does not rectify the problem. Really frustrating!

[James]

Hi Qwerty66,

Thanks for the update here.

If it is still picking up the old number then it could be an issue with the SIM registration that is causing the problem, when you changed the number over did you have a new SIM?

Did you perform a back up and restore after the number ported?

With this said I have also sent you a quick PM so we can get your details and feed this back for you, please follow the instructions on the PM and one of the team will be able to get this done for you.

You can find your PM inbox here.

James

[MRich536]

Since the latest version of the My Vodafone app was released on the Apple store and updated to my iphone 4, I have been unable to get it to work. Like many others (if you read the feedback on iTunes) the app just reports that due to a technical issue no details can be displayed.



Been the same for over a week now.



But some say it works!?



I have deleted it, re-installed it and nothing works. Have hard rebooted the my phone too. Have now deleted the app. Its a massive waste of time and a real frustration.



Poor show Vodafone.

[Simon]

Hi MRich536

Thanks for your post. I've logged your main post to be worked here and one of the team will be along to answer as soon as we can.

Please could you keep your posts to one main thread as it's easier for the team and the eForum community to check the progress and resolution of your query?

Thanks

Simon 

[kadoka66]

I am having same problem but not passed 1 billing month yet so will be patient and wait to see if auto updates. I also ported my number over. Worked fine with temp number before port. I can access my usage via text and website. Have updated appto new version but still no joy.

[Ben_H]

kadoka66,

Thanks for posting. With your changing numbers partway through your billing cycle, the likelihood is that the app won't work fully until your first statement is produced. If for any reason it's still not showing any details once you've had a bill, could you update this thread for me?

Cheers, Ben

[badrinathk]

Thanks for the update, but I am wondering can there be on version of truth. Would it be difficult for the iphone app and the website to reflect the same usage statistics?

Some how make both the systems get the data from the same place, rather than 2 different sources??

That is the reason the iphone app needs a wait for 1 month atleast until the new billing cycle starts where the website can show the statistics anytime.

Would logging in to the iphone app using e-mail solve the problem? Like how the giffgaff iphone app does??

[Ben_H]

Hi badrinathk,

Thanks for the feedback. Similar to the My Vodafone App refresh recently, we're undergoing some updates to the My Account system which I personally think is the main cause it's ring-fenced separate. The tariff data on the app tends to be updated monthly when a bill is generated. It's something we'll be happy to pass onto the teams responsible for the My Account services for you for future consideration.

Cheers, Ben