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Rank 1: Guest
Posts: 5
Registered: ‎03-12-2016

SIM not activating tried 5 times 2 different sims

Hi

i have just got an IPhone 7 from Vodafone direct

 

i had to get SIM from shop as not sent with phone! Great

 

shop installed last Wednesday. Have since spent 5 hours in store/phone and chat reset registration SIM 3 times and still doesn't work

 

told to return to store and get new SIM. Manager installed. Still not working. Called to back phone,They now say SIM not registered correctly by store. 

 

This is unbelievable.

 

surely the manager knows how to register a SIM, and why did the previous SIM not work

 

surely it is a faulty phone

Message 1 of 11 (8,498 Views)
Posts: 21,001
Registered: ‎14-08-2011

Re: SIM not activating tried 5 times 2 different sims

Hi,

 

Can you try an alternative phone ?

 

Live Chat should be able to help you. 

 

When a sim swap is performed it has to be done to a Blank Sim Card. It usually takes minutes to complete but can take 24 hours to complete occasionally. 

 

Turning the phone Off and On or Airplane Mode On and Off helps. 

image.jpeg

 

Message 2 of 11 (8,496 Views)
Rank 1: Guest
Posts: 5
Registered: ‎03-12-2016

Re: SIM not activating tried 5 times 2 different sims

I have spent over 5 hours with CS including 3 x 1. Hour chats

 

eventuslly CS decided I had a faulty sim. This has now been changed and it still doesn't work. They are now blaming manager of store for not registering correctly

 

i will return to store, but I would hope the manager knows how to register a SIM 

 

 

Message 3 of 11 (8,492 Views)
Posts: 21,001
Registered: ‎14-08-2011

Re: SIM not activating tried 5 times 2 different sims

So would I ?

 

I've heard of delays because a person has decided to open up a contract or upgrade with an independent. 

 

I appreciate you've gone Direct with Vodafone. 

 

This to me sounds Account based. 

 

Please would you let us know how you get on. 

image.jpeg

 

Message 4 of 11 (8,488 Views)
Rank 50: Grand Master
Posts: 17,325
Registered: ‎25-03-2008

Re: SIM not activating tried 5 times 2 different sims

[ Edited ]

Hi @Ashton

 

If this is an upgrade and you need the number transferred to a new SIM, the store should have no problems doing a SIM swap to a replacement SIM.

 

If this is a new contract, the SIM should arrive separate from the phone. I must say it's surprising Vodafone have sent the phone minus the SIM. 

 

With you need a SIM with the number registered against your account. If the store are just trying to register a SIM, this could be the reason for the activation issues.

 

The best way to get this sorted is to use Live Chat, though understandably, you have been down this route.  If you have your account number or order number, they will be able to find out what has happened to the SIM which should have been sent with the phone.

 

If you continue to have issues, please post back on the forum and one of the Team here will be able to help get your service online.

Message 5 of 11 (8,474 Views)
Rank 1: Guest
Posts: 5
Registered: ‎03-12-2016

Re: SIM not activating tried 5 times 2 different sims

Live chat have been as much use as a chocolate teapot.

 

this is an upgrade

 

livechat have sent me links to register the SIM on 3 occasions. They do not work

 

i spoke with customer services just now who sail livechat have given me wrong information, as they would never be able to activate a shop supplied SIM. I said it was ridiculous that livechat could get this so wrong, and she apologised.

 

fundamentally shop/livechat/telephone CS are all blaming each other for incorrect information

 

CS are now sending me another SIM card in post which I can activate and they assure me that will work. Won't get that till Tuesday. In meantime I am being told by store there is a backlog and the SIM installed will spring into action. Telephone CS say that simply is not possible

 

The late great Jim Henson comes to mind!

 

 

Message 6 of 11 (8,461 Views)
Rank 1: Guest
Posts: 5
Registered: ‎03-12-2016

Re: SIM not activating tried 5 times 2 different sims

Customer service are also blaming shop manager for not setting up correctly. I was told the only way to get SIM working was to back to shop and have him follow notes on file. The manager very arrogantly (quite difficult to accept arrogance from a man wearing a reindeer nose xmas jumper)made the point he knows how to activate a SIM, and checked the notes and said he had done this correctly.

Message 7 of 11 (8,455 Views)
Posts: 21,001
Registered: ‎14-08-2011

Re: SIM not activating tried 5 times 2 different sims

Caught between a rock and a hard place comes to mind. 

 

Hope the forthcoming SIM card resolves this for you. 

 

May I ask.... Is the originsl SIM card still working ?

 

Are you having to change SIM cards because of the new model of phone ?

image.jpeg

 

Message 8 of 11 (8,444 Views)
Posts: 1,933
Topics: 6
Thanks: 239
Solutions: 16
Registered: ‎29-09-2015

Re: SIM not activating tried 5 times 2 different sims

@Ashton Sorry to hear about your experience. 

 

If you're still having issues after receiving your new SIM, kindly let us know and we'll investigate further from our end. 

Message 9 of 11 (8,075 Views)
Rank 1: Guest
Posts: 5
Registered: ‎03-12-2016

Re: SIM not activating tried 5 times 2 different sims

When I called to send the phone back, i was told a shop SIM will never work in this phone and I need a SIM from Vodafone direct!

 

A total of 8 employees of Vodafone were not aware of this. The manager of local voda shop was so incredibly arrogant saying I just had to wait a few days the SIM will activate as there was a backlog.  It did not!

 

i eventually received a SIM from Vodafone in Post and it activated within 30 minutes. Pity I wasted 7 hours of my time getting there

 

Vodafone continue to provide the worse customer service in U.K. 

Message 10 of 11 (8,073 Views)
Posts: 1,933
Topics: 6
Thanks: 239
Solutions: 16
Registered: ‎29-09-2015

Re: SIM not activating tried 5 times 2 different sims

@Ashton We're really sorry to hear about your experience. 

 

Thank you for letting us know that you're now up and running with your new SIM.

Message 11 of 11 (7,854 Views)
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