BlackBerry

[robynw]

Please can someone from the forum team help me.

Since taking out my Vodafone contract I have had the same issue of text messages. I send them, they say sent but the recipient never receives them and my Blackberry doesn't say delivered. This happens sometimes for days on end, but usually for a minimum of 3-4 days a week.

I have received such poor customer service and have been treated I feel extrememely poorly. I have been passed backwards and forwards between phone calls, Vodafone shops and Phones4u and nobody wants to help me.

I'm paying £35 MINIMUM a month for a phone that doesn't work and I have lost count of the money I have spent on petrol and parking in towns visiting shops who only tell me to call Vodafone again.

I now have had no emails on my blackberry since Saturday 24th March so this phone is basically useless. I've had 3 replacements, and have been advised by Vodafone customer services that I now need a different make and model and yet when I try and sort this, the next person says this is not possible and I end up on an other long line of phonecalls and shop visiting.

I was looking forward to November, renewing my contract and receiving my upgrade and now I just feel completely used and thrown about by Vodafone. Do you not appreciate and look after your customers, or is it just me?

Please can someone get back to me ASAP as I have spent months trying to rectify these problems and I now have a phone that doesn't work.

Thank you

[DaveCD]

Hi robynw

Thank you for your post and I am sorry to see you feel this way.

This could be for a number of reasons but I believe with three phones this is not likely to be the cause so this leaves us with the SIM, what is provisioned on your account and the network.

So we can check the network please can you take a look at our Network Issues and post your results back here.

So we can check the features that are provisioned on your account please follow the Private Message I have sent to you and myself or one of the team will be in touch as soon as we can.

You can find your PM inbox here.

So we can check if it is the SIM please can you advise us if this has been exchanged at any point as this may be the next step and we can arrange this whilst checking the features on your account.

Many Thanks

DaveCD

eForum Team

[robynw]

Thanks for getting back to me.

I have looked at the Network issues thread and I have tried them all.

It happens wherever I am with my phone, so it is not a signal issue as generally I have no problem receiving signal.

I have put my sim card in my sister's iphone and in a friend's android phone and borrowed their phones for a day and have had no problem with text messages at all! Everything works perfectly.

I have had 2 new sim cards - the sim card I'm using now I ws issued with on Saturday 24th March in a Vodafone shop.

I have no problems with the internet, emails, facebook etc, it is purely text messages.

I have the latest software on my phone (checked by Vodafone shop) and with the last  Blackberry I've had I have not updated through my PC as when I speak to the technical team they say that's what transfers the fault. I purposely didn't do it this time to see if that was the problem.

I don't understand why I only have the problem with Blackberry and not other phones? I've been advised by a couple of people in technical to have a different make and model of handset but no one will organise or authorise this. Take it from me, I would much rather keep to a Blackberry but I'm sick and tired of continually paying £35 a month for a phone that will not text?

[pau1j]

Robyn ... could you clarify?

In your first post you say "I now have had no emails on my blackberry since Saturday 24th March so this phone is basically useless" but in your last post you say emails are fine but it's text messages you're having problems with.

For text messages, suggest you first check the settings (in Text Message application press Menu > Options).  Relevent settings on my BB are as follows:

SMS Delivery Report ... tick

Validity Period ... Max

Sent As ... Text

Service Centre ... +447785016005

Network to Send Over ... Circuit Switched

Retries ... 5

Let us know if any of your settings are different.

[robynw]

Hi Pau1j,

Vodafone have now sorted the email problem and that is now fine. I should have mentioned sorry.

The main problem is the text messaging. I have been through your lsit of actions below with a member of the Vodafone team and all the message settings are fine and correct as per your list.

It isn't happening to only one number, it makes no difference who the recipient is or whether the number is stored in my phonebook as +44 or 07.

It can sometimes last an hour or sometimes a complete day or two. If I put my sim card into another phone, I get a bombardment of delivery reports and text messages that were stuck and then works fine. The moment I put my sim card back into a blackberry it works fine for the first 10 mins and then same problem again for the next few hours. It may correct itself for a day or two or sometimes just a few hours, but then the problem reappears and I'm back to square one.

[pau1j]

Hi Robyn ... I thought the most likely was the Circuit Switched option (I remember a previous BB acting peculiar when Packet Switched was selected).
The fact that your SIM works perfectly well in other phones mean it has to be a fault with your BB.
Have you tried another SIM in your phone (will your sister stretch to a day or two without texts?)?

[robynw]

Well that's what seems logical but I've had 3 BB's and the same problem on each?

I don't understand why my account will work in other phones but not in any BB?

My colleague is with Vodafone and we swapped phones between 9-5 and she had no problem? I too had no problems using her Galaxy Ace?

[charly_d85]

Hi Robyn, 

Just wanted to say I have been having the same issue along with plenty of other issues with my 9780. It has basically never worked properly and I have gone through the same rigmarole as you, repeated visits to shops, wasting my time on the phone to customer services etc.

It feels like the BB issue is bigger than Vodafone are letting on. My guess is they have bought a load of phones from BB at knockdown prices as they are essentially already obselete technology (wish I'd realised this before accepting the salesmans aggressive promotion of the BBs) and are now getting rid of them onto us the consumers.

I am on my 3rd handset and no-one has ever mentioned a SIM issue to me, I have just kept getting sent 'refurbished' phones which presumably is someone elses broken phone 'fixed' by the technicians and recirculated. Last one lasted 2 days before complete meltdown, this one has managed a week and started freezing again.

My advice if you are due an upgrade in Nov is to go over to Orange, my fella is with them and has never had an issue with broken phones in 5 years whereas every handset I have ever had from vodafone has broken at some stage. i will have to wait until July 2013, paying my contract each month for a broken phone, great! Also I have been told on the phone from customer services that after the third repair you can argue for a different handset but reading the forums on here, I don't think he was right.

Best of luck

[robynw]

Hi Charly,

Sorry to hear you are having the same problems as me. Seems Vodafone have given up on me as I've still not had a reply from them from yesterday and when I phone I get someone else from a call centre where I have to repeat the same story for the hundredth time for them to try and tell me to do things I've already done!

They say a note is left on my account each time but I don't even know if this happens as every time I call I have to explain from the beginning agin. Not only is this tiresome but it's starting to get irritating and I'm coming to the point of thinking shall I just get out of this contract now and start again with a network that supports their customers?

I have spent an awful lot of money with Vodafone and frankly I now feel it's been a waste. I've never known a network to just take your money and ignore any problem. I do not need another BB thrust at me as I've had 3 or 4 already and they all have the same problem!

I feel for you as you have longer left on your contract than me, I thought waiting until January (my end of contract) was bad enough.

If you have any success let me know. All I want is a phone that works and I really thought Vodafone were a respectable enough organisation to provide this service to their customers.

Good luck to you too

[Wayne]

Hi robynw

I’m sorry to hear that this is still ongoing. I appreciate how frustrating this must be for you.

I’ve just had a look in our email queue but cannot find any email from you for yesterday? In fact the last email correspondence was Sukhi from our web relations team emailing you asking when it would be best to call so that we could sort out a postal repair with you. Did you get this?

Thanks

Wayne

[robynw]

Hi Wayne,

Yes I filled out a contact form on Tuesday just after I had the  message on here from Dave. I followed the instructions from the inbox message I had. I will do the same thing again.

I can't see the point in sending this handset off for repair when it doesn't seem to be the handset that's faulty? When I've had 3 different handsets and the same problem it would be a waste of time?

Robyn

[Wayne]

Hi robynw

Thanks for your post here. I still cannot see any emails from you. Are they coming from the registered address on the eForum and did you ensure you put the correct code in the subject line?

Thanks

Wayne

[robynw]

Hi Wayne,

I have filled out another online form.

Robynw