Pay as you go services

[James]

Hi jim30,

I have been working very closely with my manager and my operations manager to get an escalation route sorted for instances such as these where the case hasn’t been resolved within a reasonable timescale.

I can confirm that we have now managed to get an escalation route for you and are in the process of forcing your case through to be looked at as a high priority.

Once I have an update I will be back in touch hopefully this will be within the next 48 hours to confirm that it has been picked up.

James

[Maud]

Has jim30's problem been sorted yet? If so, could someone tell me how so I can get mine sorted too...

[James]

Hi Maud,

I’m not sure if it has been fully resolved as of yet however so we can look at your issue I have sent you a PM with details on how to contact us directly, please follow the instructions on the PM and we can get this looked at for you.

You can find your PM inbox here.

@ jim30, please can you test this again and let me know how you get on.

James

[jim30]

James,

Not sorted yet - still waiting!

Can you try as well - you know my number so if you put that in and submit, you'll still see the screen goes to a Pay As you go Registration page instead of step 2 my security code.

Jim

[James]

Hi jim30,

Many thanks for getting back to me.

I have tested this for you this morning and am still getting the same problem as yourself.

I have sent an email over to the online management team for you to get them to update the ticket again and to look back at this as a priority for us.

James

[jim30]

Hi James,

As you know my number and get the same problem as me when trying to submit it, could you please test it first and then if it works for you - let me know. For I would expect to get a response when it works. If it doesn't work for you, then you know it won't work for me and therefore higher escalation VF end is required to solve this long outstanding issue.

Thanks,

Jim

[Simon]

Hi jim30

James is currently out of the office today and he has all of the details relating to the incident raised. I've made him aware that you've posted back on the thread and he'll be back with an update tomorrow for you.

Thanks

Simon

[jim30]

Hi James and colleagues at eforum tech team, This has now been outstanding for more than 6 months and is totally unaceptable. I'm getting concussion from the amount of brick walls my head has ben hitting in trying to get this resolved. My case has been given 2 different case numbers, referred around the VF organisation tech depts and allegedly escalated to managers who also appear to either have had no luck i tracking down the person who can solve this or else they are being ignored by that person hoping the problem will go away.

I am not prepared to let this go away as it should be easy to be able to get a MyAccount registered so I can use that login and password to redeem the freebee rewardz points that my top ups are building up.

Could someone please look into this.

Regards, Jim

[DaveCD]

Hi jim30

Thank you for your post and I am sad to see you are still having issues.

I understand your frustration and I can assure you we are not hoping this goes away, we now have a new escalation process and James has escalated this for you, we hope to have a resolution in the very near future.

Many Thanks

DaveCD

eForum Team

[James]

Hi jim30,

I have had a response this morning regarding your online account advising that this should now be resolved.

Please can you test this again and let me know how you get on.

If this still fails please let me know if this is still the same as before of if you get an issue at a different stage of the registration.

James

[wessexmario]

Hi  Jim30,

I have had the same problem for FOUR YEARS now, with continual passing from one Vodafone person to another.

I've posted about my problem here a few minutes ago, and have just discovered your thread here.

Have you done any of the following:

- changed plan (eg moved from Pay Monthly to PAYG)

- ported your number in.

Both have caused my online account to do the same thing,

From what I can make out, the problem is that when an online account is moved, part of the system gets updated, but another part doesn't, so the account ends up confguired in such a way that while you cannot create a new account because your number is already registered in the database of online accounts, you can't use it because the data isn't complete or consistent from the state it was in before the change. There's probably many sets of records that need to be correlated, the active phone numbers, the account balance for the phone/customer, the type of service plan and the online account login, and there will be links between them to join up the related records. Obviously some of those links are not being updated.  (I've spent many more years doing IT problem solving for a living than the years I've had this particular problem!!)

Either a vital step in the migration process is being missed out, or the website/database software has a serious bug that is going to loose them a lot of customers if they're not careful.

Mario

[Dave]

Hi wessexmario,

I've noticed that you've already posted your query here. This was logged to be looked at by the team and, to save duplicating information, we'll only respond on the linked thread.

Please use only one thread per query, and as soon as an advisor is available, they'll be along to help.

Thanks

Dave
eForum Team

[jim30]

Hi James / Dave of eforum tech team

The problem still exists - ie when submitting my number the screen goes to a page headed Pay as you go Registration and not to step 2 where I should get a security code.

As previously requested - you know my number so could you please try first before telling me it is fixed. For you got the same problem when you tried.

Thanks,

Jim

[James]

Hi jim30,

My apologies for this however when it was sent over to me our online system was down for maintenance and I was unable to test this for you.

I have once again passed this back to our new point of contact to get this chased for us, once I get a response I will then test this again before posting back to you as requested.

James

[jim30]

Hi James,

Any news on your new escalation process? For it appears that your requests to them are being delayed / ignored as previously.

Thanks,

Jim

[James]

Hi jim30,

I did send another reminder this morning for you and at the moment have not had a reply.

I will keep an eye on this over the weekend and let you know when I have an update.

James

[jim30]

Hi James,

Your new escalation process is obviously not working as this issue is still unresolved.

I'm just surprised that your Managers are allowing this 'new' process to behave in exactly the same way as the previous process.

There seems to be no Service Level Agreement indicating acceptable resolution times for your customers issues and no procedure for us customers to be able to escalate our issues - as certainly in my case the issue has done the rounds with various people agreeing with my frustration and how long it is taking - but not being able to locate the dept in the depths of VF who own it and can get it resolved.

I would really appreciate a resolution as we have now hit 7 months.

I see that other threads also having various issues with the freebie rewardz and wonder if this was in fact the ideal successor to the bonusbank which was easy and immediately available.

Thanks,

Jim

[James]

Hi jim30,

The new escalation process that we have implemented has worked for the majority of online account issues that we have risen for different customers however; when it comes to your issue it does seem to be something that they are struggling to resolve and I seem to have lost a bit of communications with our escalation channels.

I know that this has been ongoing for nearly 7 months as it was I that raised the original ticket for you and has continued to chase this on a regular basis without success for you.

I have tried again this morning and can see that we are getting the same issue as before so I have passed this back to the team for an update.

James

[jim30]

Still waiting!

Since this issue arose I've stopped 'claiming' rewardz pointz when topping up ie stopped entering the codes for unless I can spend them (which is what this issue is all about) there's not much point using internet time and costs watching the bees go across the screen and pushing the grow or grab button.

With the bonusbank one got extra call credit simply by using buttons on the phone. Now with this rewardz one needs to use the MyAccount login details and hope that rewardz points can be spent - which according to some other threads on this forum is also presenting problems.

[Maud]

It seems clear that either they don't know how to resolve this issue or they simply aren't trying to. Either way it's very poor customer service by vodafone.