Pay monthly services

[RC]

Hi I also am a new customer unable to sucessfully register for 'My Account' online with a number I ported over.

I did manage to register initially a few days after receiving my phone to check out my early bill following an email alert, and used the mobile number supplied with phone, this worked fine.

However once I had managed ported over my number from another contract, I was told I needed to re-register for the for 'My Account' online with the new number. Which sounded straight forward and reasonable.  But no, I have now tried do this ever day for the last 6 days, whenever I type in my number into step 1 no security code SMS text is sent to me to type into step 2. I have contact VF customers services by phone twice and thoroughly explained the problem, who both told me to wait 24 hours and re-try, but still the same problem, no SMS security code. I contacted VF by email and a representive emailed me back today to say they have registered my number on my behalf, and they gave me a link to register for 'My Account' online again, but when I put my number into step 1 again no security code was sent to me by SMS text again. Please could someone help me to access my account, as I need to be able to see my bills etc. I feel like I am getting nowhere, and it seems that there are others with the same problem on here.

It sounds like an issue following porting a number over.

Many thanks for your help.

[PeterM]

I have just started a pay monthly Vodafone contract.

I have not yet had a bill.

I want to port over my number from my previous network but to do so, I need an account number or an account PIN.  Trouble is, to get these I need to access my bills, and I can't do that without the account number or account PIN.  DOH!!

I purchased handset and contract via a third party provider and therefore have never had any sort of confirmation e-mail from Vodafone.

Somebody please tell me how to get out of the loop!!

[smudgelab]

1. Some progress... Had a call from a decent sounding guy from VF yesterday, promised to look into and sddress this for me. Felt for the first time this was being taken seriously, he looked into my account, saw exactly what I was seeing, agreed it required fixing and has promised to contact me with an update by 18th June if not before... Very cautiously optinmistic after this call Thanks Simon.

Peter M, try 191, apologies if I'm teaching grandma to suck eggs here. I had the same issue but once a bunch of ID questions had been confirmed, I had it texted through to me by CS... Good luck.

[DaveCD]

Hi RC and PeterM

Thank you for your posts and a very warm welcome to the eForum.

So I can investigate this for you I have sent you each a Private Message and either myself or one of the team will be in touch as soon as we can.

You can find your PM inbox here.

Many Thanks

DaveCD

eForum Team

[Simon]

Hi PeterM

Further to DaveCD's earlier post you can find your account number by texting ACCOUNT + your full postcode free to 97886.

Thanks

Simon 

[smudgelab]

Hmm, no call back yet... I do hope this wasn't a false start Simon. I have a number INC000000350722 if this helps.

[rdwarr]

I'm back from holiday and also back to where I was two months ago.

The first bit of the registration appears to work but then I get a message saying that the account requires authorisation. It says it has sent me an Email as the account owner but it hasn't.

So I still can't access my account - it's pushing three months now. When this happened before I was assured that the error would be resolved by the "Online Team" - this clearly hasn't happened.

Why should my account require authorisation anyway? I'm a private user with only one device.

[James]

Hey All.

@ smudgelab, I can see that Simon is still chasing this for you and will be in touch once we have confirmation of a resolution.

@ rdwarr, the issue that you are getting is caused by having more than one registration on the online system being linked to your Vodafone account.

So that we can look at this in more details and raise this to our IT teams for you please can you reply to the email that you were sent by Sukhi at the beginning of the month and we will get the ball rolling on this for you.

James

[jimmhart]

Hi, I am existing Vodafone customer with a a similar problem.

I had 2 numbers with Vodafone mine (1st on the network) and my wife's (2nd on the network).  My own contract recently expired and after finding a better deal elsewhere I cancelled my contract with Vodafone and ported the number to another network leaving just my wife's' phone on Vodafone.  When I went to check the online account I was surprised it no longer accepted my credentials and after calling Vodafone they confirmed it had been automatically deleted as per their process.  I explained that I still had another phone on the account was informed that I had to register for a new account using my wife's number.  Although very inconvenient I accepted this. Unfortunately 7-8 phone calls later (over 5 hours spent!) every online account that is registered (either by me or the adviser) is unusable as it demands that the account needs to be approved by the account holder (me) before I can use it!  I've been told twice it's been escalated to support and that someone will call me back but no one ever does and I have to call again and go through the same *broken* process

I am at the end of my tether!  Please can anyone help!

James

[Andrew]

Hi jimmhart, 

It's possible that there's an account set up attempt using your current email address still registered on the system, which is why you're getting the account holder approval message.

It's definitely something we can resolve for you so I've sent you a PM which you can access here. If you can follow the included instructions, one of the team will be with you as soon as possible.

Thanks

Andrew

[theshaws]

As with many of the posts, I to have been unable to register with my account for about 2 months.  in common with others it takes a while for stage 2 to load and then states unable to send you details at the moment, but this has been the case for the past 2 months.  I have called 191 quite a number of times and have been told the site is down try again in 2 days and just keep getting told this each time I do ring back.  I have been a vodafone customer for sometime and the problem has occurred since the purchase of my new phone.  The team has deleted my original account but still the same error message and still the same stuck message from vodafone. 

[James]

Hi theshaws,

Thanks for your post and welcome to the Vodafone eForum from all of the team.

So that we can check the account and see exactly what is happening for you I have sent you a quick PM, please follow the instructions on the PM and one of our team will be able to follow this up for you.

You can find your PM inbox here.

James

[marionc]

Hello,

I am having the same problem. I cannot register to access my account, and it has been so for 3 days. Furthermore, I asked for the Text and Web freebie by phone and it said it was activated. However once I top uped my 10 pounds, I sent a few text and then called back to check my balance. The texts have been charged instead of being taken from the freebie meaning it didn't work. Can someone help me find a solution? 

Many thanks

[coul]

I am having the same problem as above, ported over, a few days later I registered online. then the next time I tried to login it was locked and kept taking me to a default Apache web server page. This also happened to my husband two weeks back when he ported over. The problem is after porting over the number it takes Vodafone nearly two weeks to update the account information and for some reason it borks the online account. 

The only solution is to delete the online account/ registration and start again, all your account detail will be intact. Therefore can support please call me this evening (after half six) or email to go through this?

Thanks

[NobbyNomates]

I'm glad I am not alone with this, not happy as I have tried to open my account half a dozen times, to the extent the favoirite number on my phone is reportely 191....

The irony is the signup procedure on this forum work a treat, does not fill me with confidence that this problem has been on-going for so long...........

[Jenny]

Hi Marionc,

Thanks for your post.

When you add a freebee and top up, you will be notified as soon as the Freebee is active and this can take up to 24 hours.

Did you receive the SMS notification before you sent the text messages? If so then the texts will have been correctly deducted from your balance.

Hi coul and NobbyNomates, welcome to the forum!

As you both posted a few days ago I would like to check if you still need assistance or has this been resolved now?

If not, please can you try the following:

-Clear cache and cookies

-Try accessing in another browser

Let me know how you get on.

Thanks,

Jenny

[NobbyNomates]

---

Jenny wrote:

 As you both posted a few days ago I would like to check if you still need assistance or has this been resolved now?

If not, please can you try the following:

-Clear cache and cookies

-Try accessing in another browser

---

Hi Jenny, my problems are still on going, I have used three different browsers on two different computers (one Mac and one PC) and two email addresses. I always have the same problem, the "complete your registration" email says I have completed registratiion when I log it shows awaiting registration, if I they try and send a reminder I get "Unable to send please try later or contact support"

It then times out and I can not access the account, I phone support who delete my account, and then I start all over again, with the same results.

Getting rather bored of it now :-(

[Lee]

Hi NobbyNomates,

Thanks for the update.

I've sent you a PM which can be accessed here. If you could follow the instructions in the PM and send us your details one of the team will be with you as soon as they can.

Cheers,

LeeH

[NobbyNomates]

Just had this email, my patience is now wearing very thin.

"In this case, we will now need to delete the online account for the updates to be updated on the network.

Once the online account is deleted you can re-register the online account after 24 hours. I request you to get back to us with the confirmation to delete the online account so that you can re-register it."