Pay monthly services

[GKea83]

I switched from Vodafone pay-as-you-go to Vodafone pay monthly last week, and used the porting service to retain my old number.  But instead of porting the number they deactivated both my SIM cards, and I have been trying ever since to get them to fix it.  At this point:

• Neither numbers are active, leaving me with no telephone service for an entire week!!
• I have spent hours on the phone being mislead by Vodafone agents
• I have never received a call back, despite it being promised a number of times
• My phone is still not working, despite being told "to give it a few hours" on every call

This is the worst customer service experience I have ever encountered.

What do you have to do to get a working phone number!!!???

[Nabs]

Hi GKea83,

Sorry to hear your having issues.

When transfering from PAYG to contract you don't need to carry out a porting process, your PAYG number can simply be upgraded to a full pay monthly account. Anyway that doesnt help for just now.

Unfortunatly as this is account specific, one of the Vodafone Team will have to look into this one for you. Don't worry they are a LOT better than the phone support and i'm confidentthey can sort your problem, they can only be contacted through the forum so you wont have spoken to them before either.

They work on a first come first serve basis so sit tight they get in contact as soon as they can.

[GKea83]

Hello Nabs,

Thank you for your reply.  I'm sure you can appreciate how disruptive and frustrating it is to not have a mobile phone for an entire week!  

As I still have no service, do you know how long exactly I will have to wait for somebody to contact me?

[Nabs]

Hi GKea83,

I can appreciate it must be very frustrating.

They usualy reply within 24 hours but can be a little longer when busy.

[Dave]

Hi GKea83,

I'm concerned at what you've described here, and I'm keen to see this resolved.

As Nabs mentioned, to change between PAYG and contract is only a migration, as "porting" refers to switching between networks. When you port to a new network, this cancels the account with the old provider as part of the process, so I'm thinking that this confusion has lead to the issues you're experiencing.

I'll pop you a PM so we can get your details and get things fixed for you.

You can find your PM inbox here. If you can't access this link, please ensure that the box next to "Turn on private messages" is ticked on this page, and let us know if you need any further assistance.

Dave

[GKea83]

Hello Dave,

I forwarded those details a couple of days ago.  Is there any update?

Thanks

Grace

[Simon]

Hi GKea83

I can see that you've recently replied to our customer care team and the e-mail assigned to be worked so I can't transfer it to our inbox.

If you could follow the details in the PM that has been sent to you to contact our team directly we'll be more than happy to pick this up for you. Just send all of your correspondence from your e-mail chain in the e-mail to us.

Thanks

Simon 

[c1tpt]

Sounds like Vodafone Customer Care Phone team just cant get their head around this SIMPLE task! The exact same thing has been happening with me! accept mine has been going on for longer!

Good luck!

[GKea83]

I followed the instructions but mistakenly put wrt13 in the subject instead of wrt135. Have corrected that now and re-sent.

However... I have received today a letter, supposedly from Stefan Langkamp (Customer Operations Director) today, saying that I have cancelled my contract with Vodafone and they are now going to charge me quite a significant amount, presumably as an early termination fee!!!!!

In a statement quite disconnected from reality, they even say "we hope you were happy with the service we provided throughout your contract". Unbelievable! I certainly am not happy!

For a communications company, Vodafone are seriously lacking in communication skills.

[GKea83]

Finally managed to contact somebody who was able to help me.  A big thank you to Matt C on the South Yorkshire team!!

Matt spoke with the error team, who were able to tell him what had gone wrong with my account/number. Unfortunately I wasn't able to keep my old number, but at least the account issues have been resolved and I am now able to use my phone after 9 days of no network coverage, and some of the worst customer service I have ever experienced.  I will be putting in a formal complaint regarding the service I have received!

[James]

Hi Guys,

Thanks for your Posts here.

@ c1tpt,  I can see that we sent you a PM on your other post, can I ask if you have sent us an email with the details as outlined on the PM as I can’t see any email history from you in our email system using the email address that you have used to register with us.

@ GKea83, I’m pleased to see that your issue has now been resolved.

James