Activating SIM card (Carphone warehouse)

[Jacobb012]

Good Evening, 

Currently stuck in the middle off Carphone warehouse and Vodafone too activate my sim. 

Collected a Google pixel from a local CPW store on Saturday and since Saturday evening been trying to sort out sim activation. Sim with phone however was faulty. So got another sim, but CPW telling me too contact Vodafone. Who do not have anything on the system- already have a account with Vodafone, I'll add. So cannot help. 

I quote them from a e-mail today: 'I can advise that when your connection details were sent to Vodafone, your connection was activated successfully. Vodafone have also confirmed this to us, so they do have your details on their system. I can only apologise on their behalf for the inconvenience this may be causing you.'

Vodafone are telling me too contact CPW as they have no information.

Any suggestions?

Thanks, 

Jacob 

[AnnS]

Hi @Jacobb012

There is always a delay receiving contract information from as third party.  If you took out the contract on Saturday, Carphone would not have started to process your details until the next working day.

If Vodafone are unable to activate your service by tomorrow, you need to go back to Carphone, you are their customer and they were responsible for setting up the contract and passing your details onto Vodafone to active the airtime on their behalf.

Hopefully, Carphone will be able to liaise with Vodafone and make sure the information has been received by Vodafone and your contract will be fully active.

[BandOfBrothers]

Hi,

Carphone Warehouse are notorious here for not being fast in updating Vodafone on new contract information. 

In essence your Cpw Customer with Vodafone providing the network connection. 

Cpw should be looking after you. 

[Jacobb012]

Thanks for your responses.

Giving them until Saturday and then if no sim activation, Returning handset to the same store I got it from. Not great impressions of CPW, so far. That extract of the e-Mail I pasted came form there 'complaints team' as customer services were about as useful as a chocolate tea pot.

It's frustrating dealing with this situation.

Cheers,
Jacob

[BandOfBrothers]

You're welcome. 

Cpw are good at offering deals on tariffs and choice of handsets and I'm sure excel at upgrading and opening up new contracts but we do see posts here from people unhappy at delays. That said people don't sign up to the Vodafone UK community forum in the normal to give thanks for their contract setting up seamlessly. 

I hope this is all sorted out for you so you can start enjoying the services. 

[Jacobb012]

Still not sorted out.....

Reply from there complaint team: ' Our records show that everything has been activated successfully. As you've spoken to Vodafone and they've advised you they're unable find any details for you, I've escalated your case to our Network team and they'll request the account is activated. I know you'd like this resolved within four days, but it can take 3-5 days for the connection process to be completed, so I really appreciate your patience while this is being done. Once Vodafone get back to us, the Network team will contact you to let you know when you can expect your line to be fully active.'

They think I'm joking about Saturdays return of handset if nothing sorted out. Even worse 14 days return has changed too 7 days according to them.. Been told I have until this Saturday now too return.

it's all rather frustrating.

Thanks again
Jacob

[BandOfBrothers]

I can well imagine how frustrating it is. 

Im not going to tell you what you should do. 

However if this was my situation I'd be temped to use the cooling off period. 

[hrym]

If you're CPW's customer, would you not be bound by their returns terms?