23-02-2017 12:25 AM
Got a phone call from yet another agent tonight, same story that I have already told, the agent cannot re-add the 4gb as it no longer appears to ordinary agents on the computer system, it needs to be someone with a higher level of access or else someone who has the sense or knowhow to reapply the original BVB tariff by another route - I already tried to explain this to several of the agents I have been in touch with.
Starting to get REALLY cheesed off, I only posted on here as Danni the Community Manager sorted this for another customer. What is so difficult about just sorting out a customer's simple problem?
Agent said they would email me - they have not.
PLEASE Vodafone - do not tell me to get in touch again and then get yet another agent who cannot do anything to call me. I just want someone who can actually reapply my 4gb to do it. Thankyou
23-02-2017 08:09 AM
23-02-2017 09:57 AM
It's rocketmail which is indeed yahoo. If they can't email there is no reason why they can't text me or send me a private message on this. In any case this is not needed to sort my problem. Having info on the account makes no difference whatsoever in this instance - I say this having worked as a Vodafone agent for the last year. There is a particular computer system which they use and it used to have a full list of every possible tariff, extra, freebie, package or permutation that could possibly be put on any customer's account. Many agents were abusing this and giving out things they shouldn't have been giving out so the list of options was severely restricted to normal agents and store staff not long before Xmas. However other agents have a higher level of access or workarounds to sort out problems such as my own - as evidenced by it being sorted rather quickly for the other customer on this thread - all it needs is someone who knows what they are doing such as a Superuser ( a particular agent or manager in a contact centre who is trained to a higher level on this computer system) to take the time to help me, and I have already suggested to every agent who has spoken to me that they need to escalate this through their normal channels to someone in this way. The last agent was going to email me to offer me a free 2gb for a month. This is the standard option available to standard agents for resolution of minor problems when customers complain. Though I think they should certainly give me this, plus my 1050 reward points and £10 credit I had to spend for extra data so far, I do not accept this as a resolution. The resolution is to give me the allowance I am contractually entitled to under the PAYG BVB Terms & Conditions ie: 16gb, not 12gb, and as I have already mentioned, please SOMEONE at Vodafone get on this quickly and sort it out. Thankyou
23-02-2017 11:52 AM
I've checked the email address you have registered on the forum and I can't find any emails.
Please clear your cache/cookies and submit the form in a new browser.
Unfortunately we're not able to take personal details over PM on the forum.
However, if you have a Twitter account, please DM us your full name along with your mobile number and we can get in touch that way. Our Twitter username/handle is @VodafoneUKHelp.
24-02-2017 01:57 PM
I have resubmitted the contact me form for the third or fourth time, I do not have a Twitter account.
My number is on the submitted form and I have asked not to be called unless it is someone who can resolve the problem. I do not want another pointless conversation.
I have now had to spend my reward points and top up an extra £20 to get more data, also the phone system will not let me buy another 2gb, this is getting VERY VERY frustrating. I do not understand why, despite my repeated contacts with Vodafone though every means possible, they cannot sort a simple problem in a timely fashion. Perhaps I should highlight it to the regulator and ensure my trouble is out there on social media. Don't want to leave Vodafone as I consider the service to be reliable and the deals to be good however at the current rate a PAC is looking likely.
Whoever deals with this and views these posts - PLEASE sort this out or escalate to someone else who can if you can't. Thankyou
25-02-2017 04:45 PM
Perhaps the person who sorted it for you would kindly do the same for me. I am now being charged £2 per day for 50mb and 10p per mb after that as I cannot buy another data extra until the 30 days are up. Vodafone are rapidly losing a customer and if I can recommend anything about them to other people it will be to AVOID AT ALL COSTS. Unless someone very quickly restores my faith
26-02-2017 01:46 AM
26-02-2017 11:39 AM
26-02-2017 03:22 PM
I have had no emails from Vodafone. I have already been to 2 stores, called twice and chatted to absolutely no avail. That's why when I saw someone with the exact same problem get it sorted on here, I posted. Someone above has already said they think there is a problem with Yahoo emails and Vodafone. All I want is an agent who can deal with this to message me, get my number - that is if they cannot already check my previous messages and get my number - and sort it out. How difficult can that be? Soon I won't be able to even check this as I cannot afford the price of more data now due to this ***** up.
If email isn't working them PM me and get my number. It isn't rocket science
27-02-2017 04:23 PM
We can't access your account via PM on the Community, which is why we link to the email form.
If you're unable to use the form, as advised previously you'll need to speak with the Live Chat team or call 191.
Alternatively you can fill out the form using a different email address.
02-03-2017 03:02 PM
I have now filled in the form 4 times and the agents who answer these cannot deal with the problem as they don't have the level of access on the system to do so. I have already discussed all of this in my posts. I have PMed Danni as they sorted this for kevin6063. Absolutely disgusted at Vodafone. Simple problem made million times worse by poor customer service
03-03-2017 06:20 PM
The email link we provide goes straight to our team, who have full access of the systems to help with your query.
If you've received a reply to your emails, please let us know your reference number (#15xxxxxx) and we'll chase this up for you.
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