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Rank 44: Oracle III
Posts: 7,572
Registered: ‎20-08-2012

Re: 4gb extra data bonus

@joesoap

 

You haven't, by any chance, got a yahoo email address, have you?

 

I haven't the faintest idea why it should be the case, but sometimes yahoo addresses seem to get blocked by the form.

Message 41 of 54 (2,780 Views)
Anonymous
Posts: 0

Re: 4gb extra data bonus

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

Message 42 of 54 (2,718 Views)
Rank 44: Oracle III
Posts: 7,572
Registered: ‎20-08-2012

Re: 4gb extra data bonus

@joesoap

There seem to be 2 issues here. Firstly the problem with the 4GB getting lost from some accounts, which Vodafone needs to address.

Secondly, getting you in touch with the Tech Team (Danni's team) to apply an immediate fix for your account. You didn't reply to my question about a Yahoo mail account - if you don't have such an account, I'd recommend a further attempt at the contact form. If you do have a Yahoo account, please say so, so that the Team can try an alternative means of contacting you.

You mentioned previously that your SIM isn't registered. Unless you have very strong reasons for this, I'd recommend registering - you'll be aware that having additional information on the account makes it a lot easier for Vodafone agents to help you.
Message 43 of 54 (2,647 Views)
Anonymous
Posts: 0

Re: 4gb extra data bonus

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

Message 44 of 54 (2,626 Views)
Posts: 1,836
Topics: 3
Thanks: 70
Solutions: 28
Registered: ‎05-07-2011

Re: 4gb extra data bonus

Hi @joesoap

 

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.  

 

Thanks, 

Message 45 of 54 (2,608 Views)
Anonymous
Posts: 0

Re: 4gb extra data bonus

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

Message 46 of 54 (2,470 Views)
Rank 2: First Poster
Posts: 20
Registered: ‎23-09-2016

Re: 4gb extra data bonus

Sorry your still having problems. Ever since I've had my issues sorted out I have not had any problems and my £30 bundle renewed today and had the 4gbs extra data renewed by the morning.
Message 47 of 54 (2,438 Views)
Anonymous
Posts: 0

Re: 4gb extra data bonus

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

Message 48 of 54 (2,314 Views)
Rank 2: First Poster
Posts: 20
Registered: ‎23-09-2016

Re: 4gb extra data bonus

Where I am only Vodafone and o2 offer me 4g at the moment. Vodafone its 12gbs for £30. O2 do 20gbs for the same money. I moved to Vodafone last June from three because of 4g and I'm constantly watching to see if and when three put 4g in my area and when they do I can get all you can eat for £25. But if I was to leave Vodafone I'd go to o2 for the extra 8gbs for the same money
Message 49 of 54 (2,240 Views)
Posts: 597
Topics: 1
Thanks: 99
Solutions: 7
Registered: ‎30-04-2015

Re: 4gb extra data bonus

@joesoap

 

I've searched for your registered email address and can't see any emails. Have you received an automated response containing your reference number?

 

If not, we won't have received your email. For further help you'll need to call 191 or speak with the Live Chat team.

Message 50 of 54 (2,147 Views)
Anonymous
Posts: 0

Re: 4gb extra data bonus

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

Message 51 of 54 (2,106 Views)
Posts: 597
Topics: 1
Thanks: 99
Solutions: 7
Registered: ‎30-04-2015

Re: 4gb extra data bonus

@joesoap

 

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.

Message 52 of 54 (1,950 Views)
Anonymous
Posts: 0

Re: 4gb extra data bonus

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

Message 53 of 54 (1,561 Views)
Highlighted
Posts: 597
Topics: 1
Thanks: 99
Solutions: 7
Registered: ‎30-04-2015

Re: 4gb extra data bonus

@joesoap

 

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. 

 

 

Message 54 of 54 (1,439 Views)
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