Hi, I was hoping someone might be able to tell me how long it normally takes for someone from Vodafones advanced technical support team to get in touch once an issue has been raised with them to assist with? It’s been over a week since I was told someone from that department would be getting back to me, and I am pretty much at my wits end.
I have been making use of a £5 per month 500mb data extra on my PAYG account for well over a year now without any issues until a couple of weeks ago. On the day the extra is was supposed to automatically renew a problem arose as I didn’t get my usual text message from Vodafone to say that the extra data was ready to use, instead I got a message to say that I would be charged £2 standard rate for data etc. I contacted Vodafone via live chat and the person I chatted with checked my account, agreed Vodafone were at fault in the data extra not renewing and they then said they had re-started my extra and all should be fine.
I finished the live chat and went to use the mobile data on my phone and suddenly found that although the phone said it was showing it was connected to 3g it wouldn’t load any webpages nor could it check and upload my emails. The only message I was getting on my browser was that the page had failed to load because the server had stopped responding. That was just over two weeks ago and despite multiple/several hours worth of phone calls to Vodafone’s many call centres and a trip to my local store to have a new sim put in my phone (at the insistence of one of the advisors I spoke to who was adamant my sim must be corrupt and that was why I couldn’t get any data), I remain without the ability to use mobile data on my phone.
No-one I have spoken to so far seems to know why my iphone cannot all of a sudden use the mobile data network, all I know is it was working absolutely fine until I did the live chat asking why the data extra had not renewed, and I suspect something went wrong when the live chat operator tried to restart the extra and for some reason Vodafone’s server is now blocking my phones ability to use the mobile data network. The phone seems to have no issue in connecting to the 3g but the server seems to be blocking it from being able to upload anything.
Unfortunately, I have been given multiple misinformation from people I have spoken to on the phone, including over basic things such as what the VPN settings should be for PAYG, but have persevered and jumped through all the hoops they said I had to go through before they were willing to refer my case to the advanced technical support team. As mentioned above I had to go and get a new sim and this hasn’t helped, and I have tried my sim in another handset and the mobile data still wouldn’t work. I can confirm all the VPN settings on my phone are correct and have been doubled checked in store. There are also no bars or blocks on my account that are blocking the data. I have exhausted all of the ways the frontline customer service team can come up with to try to get the mobile data to work such as restarting the phone, resetting the carrier, resetting all of the mobile network settings, clearing cookies and cache, and I have even had the mobile data permission for my account switched off and on again remotely by one of the Vodafone representatives I spoke with, all to no avail.
I was told by the person I spoke to in store that I would probably have to have my number disconnected and reconnected to the network before I could get the data to work again, and the only way I could get this to happen was for the advanced technical team to help since there is a limit as to the amount of things the regular customer service operators can do. After some persistence I finally got to the point where one of the phone operators was at last willing to refer my issue to the advance tech team. I was then told over a week ago someone from that department was looking into my issue and would be phoning me back before the end of the day. When that didn’t happen I called the next day and was told my issue had definitely been referred to the advance tech dept. and someone would contact me within an hour, well no one contacted me, so I called back again and was told by the next operator I spoke to that I should allow 4-5 working days. I have now allowed 6 working days and still no one has got back to me.
I am essentially hoping that one of the moderators on this forum might be able to message me and assist with getting someone from advance technical support to get back to me asap as I am dreading the thought of having to call back to speak to one of the call centres again as every time I do, I feel I am back to square one again.
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