Cannot receive calls and messages, Vodafone support hopeless.

[llkkjj]

Hi all

I wonder if someone can guide me as what I should do, I just got a Vodafone SIM card and is currently roaming outside of the UK, I can call and send messages, but cannot receive calls and messages, but I can receive messages from Vodafone. I have tried it on different mobiles thus can eliminate that it is a mobile issue.

Vodafone UK‘s support is just totally hopeless.

1: 1st live chat technician said he refresh and it would surely work after 10 min. not working

2: 2nd live chat technician said it is a pre activation bar, he said he fixed it, it should work after 5 min.

3: Called Vodafone support, after 30 min on hold and being directed to different people I was put to a technician who was going to trouble shoot my phone for me, which is useless because it’s not the problem of the phone.

When I told him that a live chat told me it might be a pre activation bar, he agreed immediately but said it needs 24hours. (Which now I understand he completely does not know what he is doing)

1. The last live chat, they said nothing’s wrong with my account and asked for my email so a technician will contact me which no one did.

What should I do? Vodafone support is total hopeless and I would just waste my time explaining my problem each time to them and not getting it fixed.

Does anyone know of any email that I can contact of competent people?

It’s been almost 2 weeks now and I really need to get this sorted as I can’t receive calls and messages.

Thanks.

[llkkjj]

spend 1.5 hour calling vodafone 3 times.

1: 1st time they told me they removed the "roaming bar"

2: 2nd time he activated euro traveller or something and said it would surely work

3: 3rd time lady said the manger told her to try making a bar on my account and then unbar it to see if it works.

1.5 hours wasted from my life and still not fixed. I am lost for words, it seems this suppport is just a joke.

Any suggestion on getting into contact with anyone who is competent? 

[Retired-Sarah_L]

Hello @llkkjj,

Let me know the reference number you've received after submitting our email form, and I can get this chased up for you.

Thanks,

Sarah

[llkkjj]

My number, i don't have any code.

##~## 

Moderator note: Personal information removed, please see our Community Guidelines. 

Can you also check for me while you are here why no one contacts me after i sent 3 complaint forms?

Its stll not fixed. Hopefully by december i will be 

[llkkjj]

send another complaint form.

Just to save time, gonna send a form each day in the hope that someone contacts me.

How to make a complaint Thank you for submitting your completed form

We’ve received your complaint into the Customer Relations team, we’re specialists in dealing with complaints and we’ll contact you within 48 hours to discuss a resolution. We’ll complete a full investigation and aim to resolve your issue within 5 working days. If it does take longer, we’ll contact you with clear timescales that shouldn’t exceed 8 weeks.

[Retired-LouiseE]

Hi @llkkjj

Please do not send more than one form. 

Our team reply to emails in time and date order, in this way, sending multiple forms will not generate a quicker reply.

Our team will reply to your email as soon as possible. Please let me know how you get on. 

Louise

[llkkjj]

Still no contact from vodafone at all. Support is hopeless.

This chat advisor suggested that my problems are due to the fact that i don't have enough money on my account, and if i were to recharge 10 pounds my phone will surely work. Good upseller for vodafone but hopeless support as nothing is working.

info: Thanks for choosing to chat with us. An adviser will be with you in approximately 0 minutes and 22 seconds
info: You're now chatting with Aakriti.
Aakriti:

Hello, you're chatting with Aakriti, how may I help you today?

Hi, is there anyway i can get this solved?
 http://forum.vodafone.co.uk/t5/Pay-as-you-go-products-services/Cannot-receive-calls-and-messages-Vod...
Aakriti:

, Could you please elaborate it .

 i cant receive calls and messages
 for 3 weeks noiw
 after 5 calls and 5 live support chats
Aakriti:

I apologies for the trouble caused to you.

all details are in the fourm link and on my account, to elaborate fully to you now i would have to type for half an hour
Aakriti:

I will surely do the needfull for you in this.

 i also sent 2 or 3 compliant form with this number, can you check why no one has contacted me so far?
Aakriti:

Just to confirm are you using Pay monthly no.?

 no
prepaid
Aakriti:

Thanks to confirm.

Aakriti:

I would request you to please elaboprate so thatI can assist you in a better manner.

 i can't receive calls and messages? what would you like to elaborate?
Aakriti:

Just to confirm are you getting any error?

 no
Aakriti:

May I have the SIm serial no. please?

 xxxxxxxxx
Aakriti:

Thank you!!

just to let you know that i spent hours on phone chat on this, so on my account there should be handful of notes left by the tech supports
Aakriti: Just to confirm Are you in abroad?
yes
malta
eu
Aakriti:

I can see that you dont have minimum balance on your account .

Aakriti: That's the reason you are not able to receive the text and calls.
Aakriti:

You need tokeep minimum £10 credit on your account when you are in abroad.

but just to clarify , i can all and send messages?
call
Aakriti:

Yes!

Aakriti:

You can make calls and send texts.

so your telling me if i charge 10 pound to my account now i will be able to recive calls and message?
Aakriti:

Absolutely correct.

Aakriti:

Is there anything else I can do for you today?

i charged, still not reciving
Aakriti:

I would request you to reinsert the SIM on your phone.

 not recieving
Aakriti:

Please help me with memorable word?

 xxxx
Aakriti:

Thank you!!

Aakriti:

Stay connected.

 yes
Aakriti:

I have made the necessary changes in your account .

Aakriti:

I would request you to restrat your phone after 20 minutes.

Aakriti:

It will active and you will be able to recive text and calls.

 thanks
Aakriti:

You are welcome dear.

Aakriti:

Is there anything else I can do for you today?

thats what everyone says, hope it works this time
Aakriti:

It will .

Aakriti:

Be assured.

[Miami33009]

The intercourse between the Aakriti and the prepaid subscriber is a drill that the Chat Service uses-it doesn't accomplish anything. I have GBP16 on my prepaid mobile and presently in Miami. I suffered the same Punch n Judy performance with Rajesh today and was fobbed off with a quid for my time.BTW besides being a Vodafone subscriber I also hold shares in the company.

Better to throw money at a problem then resolve it seems to be Vodafone's M.O.  

People you cannot outsource technical support on Chat rooms.

Oh and if you ring +44 7836 191 191from your mobile you will banged in the pocket GBP 1.35 from O'Seas contrary what the literature and website advertise.

Question, does anyone from Vodafone read this stuff or is that outsourced too?

Keep your 1st badge fix my service and Have a nice day

[Retired-Cara_B]

Hi @llkkjj

Please check your junk and spam folder for a reference number you should have receieved. If you didn't. please send us another email using the form and make sure these points are followed: 

If you are presented with an error while trying to use the form please try the following steps:

-Try using a different browser, such as Google Chrome

-Try to minimise the number of characters in the messages, as messages that are too long will not send. If you cannot write everything you wish to mention don't worry as our customer service will call or email you, giving you the full opportunity to elaborate and discuss anything

-When typing in the routing code at the top of the form, please ensure you only type in the code - you cannot input any additional information (such as a title or subject) 

-Clear your cache and cookies

-If you still cannot send the email, please use a different email account

Thanks, 

Cara

[Miami33009]

Did not receive any reference number, my junk file was empty. If perhaps you contact me directly this issue might.

I get the feeling Vodafone doesn't have  a clue what is going on due the fact that they have outsourced all their customer services  to contract workers who are quite limited in their scope in getting issues resolved.

Sad state of affairs no personal touch, get used to it folks it's only going to get worse!

[llkkjj]

Cany anyone provide me with an email which i can email them directly as nobody is contacting me,