Top questions and getting started

[JD]

1 - Your first bill explained

2 - More information on upgrades and new connections

3 - How to keep track of usage

4 - How can I manage my account from my mobile - mService

5 - How can I find my Vodafone account number

6 - Information about phishing

7 - Other helpful links

8 - Vodafone order checker

[JD]

Your first bill includes a proportionate amount of line rental plus any other usage charges from your date of joining to the date of your first bill.

It also includes the following month's line rental, line rental is always billed in advance.

If you're a Pay monthly customer you can also use a video we've made with Gerry to help explain how your bill looks and what it all means - it covers everything from your first bill through to going abroad and upgrading.

You can watch it online now here - Your first bill explained.

[JD]

First of all, it's great to see you're looking to join us or extend your stay, thanks for following the link!

We at Vodafone are dedicated to giving you the best mobile experience possible, and the team will personally manage this process for you.

If you're looking to bring a number across from your current network, either on Pay Monthly or Pay As You Go, then you'll need to request your PAC (Port Authorisation Code) from that network before contacting us. All Networks have to provide you with this within 2 hours of you requesting it. If you're happy with having a brand new number, then don't delay: Contact us right now!

When you're ready to order, we'll sort out everything for you from start to finish, so for Pay Monthly:

Just head over to the Contact Vodafone form, pop in your details and then in the subject line put "Vodafone Order MMM135." This will make sure your email gets routed into the right queue. Once we've got your details, we'll be in touch as soon as possible.

For Pay As You Go:

Pop over to the Free Vodafone SIM page, throw in your details and choose to order either one or two SIMs. They'll arrive in no time, then all you need to do if you're moving your number from another network is call 08080 945 945 and give the team there your PAC. They'll do the rest.

P.S. One handy thing you might like to see before joining is the Vodafone Coverage Checker.

[JD]

For help on how to monitor your usage throughout the month please check out the following:

• How can I keep track of my Vodafone account balance, usage and remaining minutes?

• Manage Vodafone bills online

[Tom]

What is mService?

mService is a suite of products, bringing with them a range of exciting features.

These give you a means to manage the most important parts of your mobile life - all from the convenience of your handset.

Free to download and use, the full power of mCare allows you to:

• Manage your account more efficiently (PAYG/ post-pay customer and Small Business customers on consumer tariffs)
• Find easier and alternative ways to contact Vodafone
• Access Wi-Fi finder to find the nearest BT Openzone Hotspot and uniquely to Vodafone, login to the hotspot without the need for a username and password
• View a set of comprehensive self-help features

My Vodafone on Apps

For iPhone and iPad

To download, visit http://itunes.apple.com/gb/app/my-vodafone/id370901726?mt=8 or scan this using your QR code scanner:

Here's a video showing how it works:

For Android devices

Visit https://market.android.com/details?id=com.myvodafoneapp or scan this in your QR code scanner:

Here's a video of how it works:

Blackberry version

Here's a video of how it works:

My Vodafone on Mobile Web

The My Vodafone Mobile Web Experience app works with accounts with only one telephone number associated with them. This works on any device with a WAP browser and mobile data connection and is free to use anywhere on the planet.

To take a look right now, head to http://m.vodafone.co.uk/myaccount or scan this QR code:

44555

You can also access your account information by dialling 44555 free from your mobile. A voice prompt will ask you which information you'd like, and then a text is sent to your handset with all the details.

[Tom]

When you first register for Vodafone's My Account service, you'll be asked to provide your account number or PIN code. You'll only have a PIN if you've called us previously, and your account number will be on your first bill, but we appreciate you might want to register an account before that.

To get your account number, you can either:

- text the word "Account" followed by your postcode to 97886 (free of charge)

- call us on 191 free of charge from your mobile and ask for your account number (you can also set up a PIN whilst you're on the call)

- contact us by email here

[Tom]

We've created a new help page within our website which gives all the information you need about how to prepare and protect yourself against phishing, as well as to report anything you believe is an attempt to us:

Vodafone and phishing

[JD]

• Managing a Vodafone Pay Monthly Account online

• Understanding a Vodafone bill

• Query charges on a Vodafone bill

• Vodafone account - general information

• Vodafone Pay as you go help

• Paying a Vodafone bill

• Vodafone paperless billing (online and text summary bills)

• Moving your number or switching between accounts

• Keep my number

• Thinking of joining another network, including PAC (Port Authorisation Codes)

• Vodafone's returns policy

• Vodafone terms and conditions

• Vodafone EuroTraveller

[JD]

Hi

We have launched a new order checker, available here: Track my Vodafone order

This tool allows you to save time by checking the progress of your order online instead of calling in. Just go to the checker, enter your order reference (shown on any order emails from us) and post code, and you’ll be given one of the following updates:

- Checking your details and processing your order

This is stage one; we’ve received your order and are checking we have all the necessary details. We will soon be completing a credit check.

- Thanks for your order we need more details. Please call us on 08454 400 182 to confirm your order and quote your order number

We just need a few more details. Give us a call and we’ll be able to proceed with the order process.

- Unfortunately you did not meet our credit criteria for more details please see the email we've sent you

If you see this message, we will have sent you an email with further details. If you haven’t received an email, check your email spam folder.

- We’ve pre-ordered your phone .We’ll send it as soon it’s available

For Pre Orders - great news. This means your order has gone through successfully and you’re now in the pre-order queue. Whenever we get stock we’ll fulfil these orders before any others, and on a first come/first served basis.

- We’ve placed your order but it’s out of stock. This has been ordered from the manufacturer. We’ll send you e-mails to update you

For normal orders (i.e non pre-orders) – when an order is placed and the phone is out of stock you’ll be put into a first come/first served queue. Whenever we get stock deliveries we’ll work through this queue and get the order to you as soon as possible.

- We’ve cancelled your order. We’ve sent you an email

If you see this message, we will have sent you an email with further details. If you haven’t received an email, check your email spam folder, in case it’s accidentally gone there.

- Your order is on its way to our warehouse. It will be sorted for selection and delivery as soon as possible

Stock has been received and is now on its way to the warehouse to be picked for your order.

- Your order has been selected in the warehouse and is pending dispatch

Your order is nearly complete. It’s been picked and will be dispatched soon.

- We've connected your number. You can use it as soon as you get your phone

As per the message, your number will be ready to use as soon as you get your phone.

- Your order is sent and completed

Your order is on its way and will be with you soon.

The order checker is updated once every 24 hours, so if you don't see an update and it's been less than that, don't worry.

Thanks

eForum Team