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[weatherman478]

Would you please contact me on the 23746 number.

Thanks

[weatherman478]

Hi, I just wondered if there was any more news on this ? 

Thanks

[Lee]

Hi weatherman478.

I raised the fault yesterday and am awaiting ther HD reference. As soon as I have one, I'll callm to let you know.

Cheers,

LeeH

eForum Team

[jonh_01]

I have not been able to access my online usage or get a text using 44555 since the turn of the year.

Is there likely to be a resolution of this problem soon please.

J

[Trev]

Hi jonh_01

Firstly welcome to the Vodafone eForum family.

I'm sorry to see your having issues with both the 44555 service and your online account, but the two issues are likely to be connected.

I've checked both services on two of my numbers, and both worked without issue. This means that the issue must be related to your account. To check this out for you we'll need to look at your specific details. To facilitate this I have sent you an email, and if you can kindly complete and return this, we'll be able to assist further in this matter.

Regards

Trev

eForum Team

[jonh_01]

Hi Trev

I will raise this yet again by using the  191 option you mention in your email.

Though I have already done this several times since the problem appeared to no avail.

The last time I was assured it would be working again by the 8th.

Previous to this current problem my online account had been working for a long time and I have not changed anything.

regards

John 

[jonh_01]

update

online usage minutes used etc data stil marked N/A when accessing my online account

191 operator also now unable to acess my usage data and give me info.

No feedback at all from previous calls to 191 where further action was promised.

Apart from a text telling me to use 44555 to get texted usage data.  Doesn't  work either

Problem raised yet again with 191.

This is becoming quite annoying, I am totally in the dark now ref usage.

[Trev]

Hi jonh_01

Have you returned the email to ourselves too?

If you haven't please complete and return this, and we will be able to contact you and assist in this matter.

Regards

Trev

eForum Team

[jonh_01]

Hi Trev

Yes I did  reply to the email and had a response from BenJ

quote

------

"
I’ve looked into the account to see if there is a particular reason why this is happening, it appears that there is an issue as I after speaking with my faults team, they have seen quite a few cases similar to your symptoms. I’ve raised a case with our Faults team so that they resolve this issue for you.

I am still awaiting the reference number for this case, as soon as I receive this, I will reply back with this information."

----

Nothing heard back yet and I have had no feedback from  191 fault reports over the past 10 days or so

regards

john

[Mark_A]

Hi,

I am having similar problems, for the last 2 weeks I havent been able to access my online account, and the 44555 service has been displaying information from 10 days earlier. As a result ive now gone over on my minutes because ive not been able to find out how many I have left. Ive called and emailed customer support and havent gotten anywhere. Whats the best place to go for complaints like this as Im going to be charged alot on my next bill.

Thanks

[bertyb]

Hiya, its 191 if you need to discuss your account or via the contact us on the vodafone website.

44555 is always used as a guide, and this always needs to be kept in mind when using your minutes especially towards the end of your allowance period

A moderator can get your details and look at getting it brought up to date if its still running behind.

[Mark_A]

Ive spoken to several people using 191 but no one seems to be able to point me in the right direction and is just telling me to ring when I get the bill. But I am not going to have the money to pay when the bill comes it if it carries on rising!

I will want this investigated because it cant be right that I am unable to check my minutes surely?

[bertyb]

Hiya. I half agree with you and a little bit don't which I hope doesn't annoy you.

The 44555 can be resolved and a Moderator I am sure can do this for you, in terms of your bill  IF (and I am presuming that) you knew your minutes were reporting out of date then you need to go cautious, did you call in to confirm the issue.

What I would hope would happen is that you would meet in the middle, and perhaps customer services would help.

If you are unable to pay a bill, wait till its issued and then ask to speak to the teams that are responsible for payments and they can help you with a payment plan, 

[Mark_A]

Yeah I appreciate what you are saying, and thats what I would ideally be wanting to look into, I can see that theres blame on both sides but if these services (especially the online service) was working then this would never have happened. Like I said I just need to be pointed in the right direction. I havent gone over by massive amounts however with both me and my dad losing our jobs recently I cant really afford to be paying extra on top of my contract with everything else.

I did ring as soon as I was unable to access my online account but was fobbed off with "wait until youre bill arrives and we will send you an itemised bill" but thats not what I was asking for.

Thanks for your quick reply by the way.

[bertyb]

Your point is very fair, and balanced & to be honest if you reported 44555 not working at some point being told to wait for your itemised bill is not ideal, although that is specific to your account and the forum won't ever get into anything that is too account specific, ocasionally there are issues with reporting and I am sure a Moderator can refer your query to the right guys, especially given your job situation etc.

I proably think that 44555 is an ok service, but that the guys in Customer Services need a path to deal with when a customer had had it reporting more than 3 or 4 days behind.

Good luck anyway

[Mark_A]

Ill just wait on here for a moderator to get back to me in which case, im guessing it wont be until monday or so but the bill wont arrive until the 20th anyway.

Thanks for your help

[weatherman478]

Hi, any further updates on this. Its getting very frustrating to say the least.
Thanks.

[Mark_A]

Its sorted now, apparently I was on a dodgy billing system that meant I incurred charges as well as going over on my minutes. Ive had money credited to my account. I have to say a brilliant job done by vodafone customer service on this occassion, this is exactly why I always stick with them. Couldnt see this happening with 3, T mobile or Orange!!

[Dorfer]

Thats right Mark_A - there was a whole load of late billing schedules and a lot of people were affected.

It should all be sorted now and yes, I was one of the people who couldnt get the usage on their phone.  Voda have kinda reimbursed me with a credit to my account

=]  I am sure Ceiling Cat will approve

[Hanz A]

Hi.

I'm also having the same problem since the beginning of this year.

Any help would be extremely useful as I am totally lost as to how many minutes/txts I've used.

Thanks.