Pay monthly services

[VuBear]

Hi just wondering why i am unable to log in to my online account seems to give me the same msg as everyone else tech problems, i have been unable to see my balance of how much my bill is for the pass 2 months and it is really annoying to see the same msg when i try to login, i have three contract phones and i would like to be able to see how much i am having to pay for them

[VuBear]

Would be nice to get an answer in a proper time scale almost 20 hrs for an answer is a bit silly considering the size of the company and the people that work within it TIA

[Martin]

Hi VuBear

As this is a community forum posts won't be answered straight away by us, if you require an immediate response we do have a customer services team on 191.

We can look into this issue for you, if you can reply back to the email that I have just sent we will be able to see what is happening with your online account.

Martin

[eileen000]

Hi

Answered your email and spoke to a guy called Dave in the Tech Team who said it should be ok now and to check over the weekend and let them know if I still have problems.  Well no surprise, still can't view the bills - I emailed back on Sunday night but haven't had a response as yet maybe my reply has gone into the big black hole all my other email replies went to.

Please sort this out - I've run out of patience and seem to have no options as I have another 18 months to go on my contract

Eileen

[nicholaking404]

I cant access my Account due to using my
Mums email and this
Email has now been blocked so I have no way of getting
My password or user name to access my online account, I've tried getting the imformation sent to
My own phone number, but I am struggling
Could any one help me? As the email used has been shut down

[Flame]

I have been unable to logon to my account for months!

I try to send an email and that too fails, saying there are errors.

Tech team please can you email me??

[nicholaking404]

Can u help me I have a online account through my mums email which is now blocked ive tried to get my email and passwor send to my phone so I could get onto my online account, my
Mums email is now blocked and there's no way I could get on it could u email me back at (removed for security) thanks

[Wayne]

Hi eileen000

I can see that Dave CD has responded to your email on the 25^th to let you know what the next step is.

Hi nicholaking404 and Flame

Welcome to the eForum to the two of you. I’m sorry to hear of the problems that you are both having. I appreciate how frustrating this must be for you. So that we can look into this issue for you I’m going to send you an email over to the email address that you registered with. All you need to do is hit reply and fill in all of the information it asks for. We’ll then get back to you as soon as possible.

Thanks

Wayne

[eileen000]

Well I'm back to square one yet again. Dave in the Tech Team was very nice but couldn't fix the problem with viewing my bills online so he sent the problem to the Online Escalations Team (must be at least 4th or 5th time) - got a garbled voicemail which I couldn't understand from someone who barely spoke any english followed by an email to say my problem is fixed - NOT ITS NOT - they don't wait for you to confirm if it is fixed or not they close the call down and you have to start from scratch all over again. I spent what seemed like a lifetime on the phone to customer services on Friday 27/01/12 logging the problem again - they promised to send me confirmation but as usual nothing........so is it logged or is it not - who knows and I'm not sure I have the energy to talk to them anymore. Asked them if their was an ombudsman I could complain to as this has been going on since July 2011 - he says no their is nothing like that - either he is lying or badly informed as I could find details of it on the Vodafone website. So here I am 7 months later - still can see my bills don't know if the problem is logged or not and for the very first time seriously considering complaining to Oftel - I never thought it could get so bad with an organisation that I would have to go that far.

[DaveCD]

Hi eileen000

Thank you for your post and it was an absolute pleasure speaking with you, my only regret is that we could not resolve the query there and then.

I agree that there is only so many times the same query can be raised so I will raise this internally through our department and ask for a manager to look into this.

We still have your details from our email communications and I will see what alternative options are available to get this up and running.

Many Thanks

DaveCD

eForum Team

[eileen000]

Hi Dave - You seem to be the only sensible person I've spoken to so far who takes me seriously.  I think someone might be trying to contact me but unfortunately they are sending messages to my teenage daughters phone which really won't help - they have quoted reference number INC000000206840 - I tried to call customer services to say they were contacting the wrong person but they didn't recognise the reference number and we got nowhere again.  Can you make sure they are looking at the correct account, email and phone numbers please.

Many thanks

[JR007]

This is not so much a reply as another example of problems on the Account website.

I can log on to my account (although this has been intermittent over the last few days) but habve been getting

Sorry

We can't find your details at the moment.
Please try again later.

and if I select "View balance and usage" it either times out with a proxy error or also says that details are not currently available.

I think there has been a server upgrade recently but it would appear to not have been successful.

Does any have a similar problem or know when 'later'may be?

[James]

Hi Guys,

So that we can look at both of these issue I have sent you both a PM, please follow the instructions on the Pm and one of the team will be able to chase this up for you

@eileen000, if you still have one of our emails, please ignore the PM and reply to that email directly where we will be able to pick it up for you and get the case updated.

You can find your PM inbox here.

James

[pammyg22]

Hi i am having the same problem, 2nd time in a month.  Was all sorted in January, now getting the "Having technical difficulties, please try again in a few minutes" message again. Tried to contact via email but being told that is offline too.  Help!

[Wayne]

Hi pammyg22

I’m sorry to hear that you are having this problem again. I’ll send you a private message over explaining how you can get in contact with us.

You can find your PM inbox here

Thanks

Wayne

[Ambatch]

I am also having access problems again - in truth I don't think they have ever been resolved properly, but since I haven't needed to look at my account, it has not been apparent.

I was having problems with the phone a few months ago and could never access my account. I am having further problems and once again cannot access my account properly. If I log on I get a welcome message which suggests that I should register my mobile 'phone number - I did this months ago. Apart from that all I get is error messages. I cannot access my bills or check on the features in my Pay Monthly tariff. The fact that these problems have been ongoing for so many customers since September last year is really, really poor.

[James]

Hi Ambatch,

Thanks for the update here.

So that we can get a full picture of what is happening with your online account I have sent you a PM with details of how to get in touch with our team directly, please follow these instructions and one of the team will be able to pick this up for you.

I’m sure we can get your online account up and running for you.

You can find your PM inbox here.

James

[Lorri]

I am in the same position, this is the third month that I have been unable to view my bills online

MY THREAD

I have been through the same process as many of the people in this thread - my account has been deleted and re-opened twice, an report has supposedly been raised three times (yet each time there is no record on my account), I have spent hours on the phone to Vodafone and still no response. 

Considering the amount of threads on the fourm where users have the same issue, I am astounded that Vodafone appear to have no clue about it when I call to speak to them

It really is a joke now and getting to be a battle to find a single person who can help. 

[Andy]

Hi Lorri,

I've logged the thread you linked to in your post to be looked at by the team. So that we don't duplicate information, we'll only respond on the linked thread.

Thanks

Andy

Moderator

[eileen000]

Can you believe this is still dragging on since July 2011 - I'm still waiting on a response - they tried to say it was fixed again last communication I received was on 06/02/12 when they said since everything was working now I would no longer receive paper bills unless I wanted to pay for them - TOTALLY UNFAIR WHY SHOULD I PAY FOR THEM SINCE THEY CAN'T MAKE MY ONLINE ACCOUNT WORK PROPERLY - so I emailed them on 06/02/12 to say I still can't see the bills on my online account but have heard nothing since.  I've made a couple of phone calls to customer service (the latest one being today and they were meant to call me back but never did).  The only way I can tell what my bill has been is when they take the money out of my account - I would cancel my direct debit but then they would probably cut me off and our phones are essential........

Has anyone got any ideas what I can do - no-one will talk to me - I have to start from scratch again every time and don't think Ive got the energy to talk to vodafone customer services any longer.

I will never use Vodafone again - I've experienced some bad customer service in the past but this is the worst by far and I will definately be telling all my friends and family never to use them again either...