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Rank 1: Guest
Posts: 6
Registered: ‎16-03-2017

Unable to get help with a sim only order

I ordered a pay monthly SIM bundle a few days ago online.  Having had the initial acknowledgement email I have heard nothing more.

I am unable to check the order online as the details are not recognised.

I have spoken twice with chat help, first time they assured me I would hear within 48 hours of order being placed (nope, not true), the second time I was fobbed off with the telephone number for customer services.

Person in customer services told me they couldn't check order as there was a systems upgrade going on, but they would call me after their break regardless to give me an update.  Surprise, surprise, no call back.

Seeing as I have exhausted the normal contact options to get information on the delay, can anyone help me with a contact number or email for someone at Vodafone who can actually access the system and tell me what is going on?  

 

Message 1 of 18 (1,550 Views)
Rank 50: Grand Master
Posts: 17,325
Registered: ‎25-03-2008

Re: Unable to get help with a sim only order

[ Edited ]

Hi @ubass

 

Providing the credit check is approved, you will receive an updated email when the order has been despatched. If it's been a few days since you placed the order online, you should be hearing fairly soon.

 

It may be worth checking your spam folder, sometimes emails end up in the wrong place. 

 

There is further information for you on the link below.

 

Orders and Delivery

 

@ubass

 

Until the order has been despatched, the order number will not work.  As soon as you receive the despatch email, you should be given a tracking code.

 

 

Message 2 of 18 (1,546 Views)
Rank 1: Guest
Posts: 6
Registered: ‎16-03-2017

Re: Unable to get help with a sim only order

Thanks for your response.

 

I have been keeping an eye on the spam box, nothing there.

 

The links aren't massively helpful since the order number I have is not recognised by the tracking system. 

 

I am not sure whether the order number is faulty in some way or whether it doesn't go "live" until the credit check is complete.

 

Given that credit checks are usually done within minutes instore, 3 full working days is ample time for this to be processed.  

 

 

Message 3 of 18 (1,542 Views)
Posts: 292
Topics: 5
Thanks: 65
Solutions: 2
Registered: ‎11-11-2016

Re: Unable to get help with a sim only order

Hi @ubass, we'd like to take a look into this for you.

 

Please follow the instructions given in the private message that I've sent across to you and a member of the team will be in touch to help. 

Message 4 of 18 (1,411 Views)
Rank 2: First Poster
Posts: 38
Registered: ‎17-03-2017

Re: Unable to get help with a sim only order

Welcome to Vodafone support.  It wont get any better.  Get ready to face issues throughout your time with them and then extremely difficulties in leaving - just as I have and am currently experiencing.

Message 5 of 18 (1,395 Views)
Rank 1: Guest
Posts: 6
Registered: ‎16-03-2017

Re: Unable to get help with a sim only order

The unhelpfulness of customer services continues.

Someone called Binil just called me although I couldn't get to the phone in time.  When I tried to call back I was put on hold for ages then cut off as I was transferred.

The phone is now beside me, perhaps Binil will be good enough to call again so we can resolve this issue quickly.

Message 6 of 18 (1,122 Views)
Rank 2: First Poster
Posts: 38
Registered: ‎17-03-2017

Re: Unable to get help with a sim only order

I did post an apparent solution but Vodafone have removed it.

But basically DEMAND a "manual unlock". This, im told, requires NO NUC code. Which Ive been sent numerous times (none worked). Waiting to see if this works but I got this suggestion via the top complaints department after threatening Ombudsman, Watchdog and legal action.

Its my belief that Vodafone purpoesfully do this. Then, they will offer a cheaper deal to stay with them. You think youve at least got a great deal but ultimately they keep you.
Thats my personal opinion after this was offered to me even though I clearly stated I did not want to stay with Vodafone.

Can ANY customer service person explain here why they are not giving a "manual unlock" as an option for customers who are trying to leave?
Post up your explanation and acknowledgement of this process so that other customers may see this and know its an option.
Message 7 of 18 (1,115 Views)
Rank 2: First Poster
Posts: 38
Registered: ‎17-03-2017

Re: Unable to get help with a sim only order

Apologies. In trying to help other customers with Vodafpnes unhelpfulness i mistakenly thought this was one of the many customers struggling to get their phone unlocked.
Message 8 of 18 (1,113 Views)
Rank 1: Guest
Posts: 6
Registered: ‎16-03-2017

Re: Unable to get help with a sim only order

I have called twice and spoken to four people.  There is no possibility of being put through to Binil.

 

I am now being told that my order hasn't been processed at all, probably because the system glitched when I ordered online.

 

Apparently there is no way of kickstarting the original order if it has gone wrong. I have to order again, but the deal I wanted has expired.  The sales team did offer to speak to the manager to "try to match the deal" but then tried to sell me something more expensive.  No attempt at "sorry, we'll fix this straightaway".

 

They also allegedly can't cancel the original order; I have to go through the order process again and that will remove any duplicate.  All sounds very hit and miss to me, and very like your sales team just wanted commission on a new order and not to help put right an error on your system.

 

 

In the circumstances, please let me have an email confirmation that the original order is defunct and I'll take my PAC code and go elsewhere. I can't put up with this nonsense any more.

 

Message 9 of 18 (1,087 Views)
Posts: 7,383
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Thanks: 130
Solutions: 185
Registered: ‎13-01-2010

Re: Unable to get help with a sim only order

@ubass

 

Did you reply to the message Natasha sent? If so, let me know your email reference. This will have been sent in an auto reply and look like - [#14xxxxxx].

Message 10 of 18 (974 Views)
Rank 2: First Poster
Posts: 38
Registered: ‎17-03-2017

Re: Unable to get help with a sim only order

Ubass. I did post a further message but its been removed AGAIN and without any notification to myself.

Clearly customers trying to help is against Vodafone policy.
Message 11 of 18 (971 Views)
Rank 2: First Poster
Posts: 38
Registered: ‎17-03-2017

Re: Unable to get help with a sim only order

In summary. Record your calls as evidence, demand to leave your contract and apeak to CUSTOMER RELATIONS DEPT. This is the top complaint dept and the only ones that may take you partly serious.

Do not be bullied into a new contract with Vodafone. The service you are getting now is what Ive had for the past year.
Message 12 of 18 (970 Views)
Rank 1: Guest
Posts: 6
Registered: ‎16-03-2017

Re: Unable to get help with a sim only order

@ Sukhi,

Yes I did respond.  And spent ages on the phone yesterday trying to contact the customer services rep who left a message for me.

 

And I have just had a call from Seraj who still hadn't sorted the situation. She wanted to put me on hold while she talked to sales about trying to get me a contract on the same terms and price that I ordered.  I would have accepted this approach the first or second time I called last week.  But 5 days after I first asked for assistance, after emailing/talking to numerous people to explain my situation, customer service calls me but still hasn't actually fixed the issue? The correct way to deal with this is to have spoken with them in advance to sort it all out so I could be transferred with a proper reference number to set up the contract I ordered. Not be put on hold (and probably cut off) again before being passed around various people, and clearly no guarantee that Vodafone would honour the deal I was trying to sign up to.

 

Like I said here before, and to Seraj, your service is atrocious across the whole company.  No communication, no owning up to problems. I just want confirmation in writing that the original order is defunct, then I'll get my pac code and go elsewhere.

 

 

Message 13 of 18 (946 Views)
Rank 2: First Poster
Posts: 38
Registered: ‎17-03-2017

Re: Unable to get help with a sim only order

Cutomer is clearly stating he wants confirmation that contract is defunct and a PAC code. No reason you cant sort this out TODAY for him.

ITS VERY SIMPLE.

Lets see what support deliver eh!!
Message 14 of 18 (944 Views)
Posts: 7,383
Topics: 158
Thanks: 130
Solutions: 185
Registered: ‎13-01-2010

Re: Unable to get help with a sim only order

@ubass

 

If you could let us know your email reference, we'll be able to take a look at what's happening and help further.

Message 15 of 18 (924 Views)
Rank 1: Guest
Posts: 6
Registered: ‎16-03-2017

Re: Unable to get help with a sim only order

@Sukhi, I have now received an email which says:

 

"As discussed over the call can confirm that the new connection order you placed is not confirmed and hence Direct Debit will be taken."

 

Not sure if this is a typing error, or whether you really are stating that despite the order not being confirmed you intend to try to take my money anyway.

 

Please can you clarify urgently.  Ref is #15594162

Message 16 of 18 (866 Views)
Rank 2: First Poster
Posts: 38
Registered: ‎17-03-2017

Re: Unable to get help with a sim only order

Cancel direct debit. They WILL try and take the money. Happened to me but I had cancelled mine.

This is what they do!!
Message 17 of 18 (807 Views)
Posts: 150
Topics: 0
Thanks: 38
Solutions: 2
Registered: ‎14-02-2017

Re: Unable to get help with a sim only order

@ubass

 

I can confirm we've received your recent reply and a member of the team will be in touch to assist your further with this.

 

Let us know how you get on.

Message 18 of 18 (785 Views)
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