Family group

[Josamueleoni]

I added family group 22/12/16 to pay monthly account and the lady told me I had to add the numbers myself. Tried to add the numbers to my Vodafone but error 2m2. Tried 24/7 live who took my kids numbers and said she'd added them. Looked 23/12 and they weren't on there. Called 191 who said he'd escalate it to tech dept who would cb 24/12. No cb so called 191 who told me tech dept shut until 28/12. In meantime tried to add on my Vodafone but error 2j2, 2l2, 2s2 and some others I can't remember kept coming up. Called 191 again who told me they can no longer add numbers over the phone and directed me to live. Went on 24/7 live who told me they can't do it and to call 191. Tried to add my kids numbers myself next couple days. Still not on my acc. Messaged 24/7 today 31/12, he told me 191 have to do it. Called 191 and recorded the call (informed them I was recording). Was put through to billing, then sales and back to billing. Sales manager said family group no longer exist. Billing said they just started work on my account 8am today (code 1-6O6FVXCS). I've tweeted Vodafone. I've posted on Facebook to Vodafone. I've direct messaged Vodafone on twitter and had no response from anyone and I'm still paying for a service I can't use. I've been with Vodafone for 16 years and have 2 accounts. My parents, sister and 3 kids are all with Vodafone. This is ridiculous. I have transcripts of all 24/7 live contact and recording of last call. In billing I could hear nothing but laughter whilst I was trying to speak. When I told the handler he just said ah yes it's because of the new year celebrations. Totally unprofessional. Whilst business is in operation, professional conduct should be strict at all times. Please vodafone sort this out now before you lose 8 people's business (my 2 accounts, my 3 kids, parents and sister).

[AnnS]

Hi @Josamueleoni

The first thing to try is clearing the cookies and PC cache.  Close the browser and try again after a few minutes.  Google Chrome seems to work well with Vodafone.

There shouldn't be any problems adding the Group through your online account but if the problems persists, this should not be something outside the capabilities of Customer Services or Live Chat to sort out for you and get your Family Group active.

Please remember, when you have added the numbers,  it can take 24 hours for the Group to be active and a text should be sent to each of the numbers as confirmation.

Please see the link below for further information.

Support - Vodafone Family

[Josamueleoni]

Hi Ann,

thanks for your reply. Vodafone family was first added 22/12/16. I've already tried all your suggestions in the last 9 days but I can't add the numbers, 191 tell me they can't add the numbers and 24/7 live can't add them.

Thank you for trying though.

Keri

[AnnS]

Hi @Josamueleoni

Don't see why Customer Services can't add the numbers and help with this.  The support link mentions that 191 can add the numbers, as should live chat.

From what you have written, Family needs to be deleted and readded, this should be something straight forward and simple enough to be done through Customer Service channels.

[Josamueleoni]

Hi Ann,

This is what is so frustrating. I can't obviously post the recorded call but I'm sure there will be a way to add the transcripts?
I'm seriously losing the will to live right now.

[BandOfBrothers]

Hi @Josamueleoni

Appreciate your frustrated with this sit with your account. 

The Vodafone Community forum is monitored by Vodafone U.K.

There are members of the Vodafone Tech Team who are available to respond and Help where they can.

They have the Vodafone logo next to their name so you know they are officially from Vodafone.
 
All posts are read by them.
 
Hang in there and I'm sure they'll be in touch by Private Message so they can take you through Security Protocols in order to try and help. 

[Josamueleoni]

Thank you so much for your reply. It would've been lovely to receive phone calls from my children at the chime of midnight but unless I credit their accounts.

Thank you and happy new year.

[BandOfBrothers]

You're welcome. 

Can you ring them perhaps. 

Whatsapp maybe an interim option. 

[Tash]

Hi @Josamueleoni, a private message will be sent to you shortly with details on how to get in touch with us. Please follow the instructions and a member of the team will be in touch to help.

[Josamueleoni]

I've been told family group are no longer accepting new numbers. I've had family group on my account but could never add numbers and customer services were unable to do this. Instead I was told family group was changing to red sharer so I asked the advisor to look into doing this. He checked and said although I'm on an eligible plan, because the number I wanted to share my data/minutes with was payg, I was unable to share and the only thing to do would be to get a sim only monthly package for my children. Aware I have a 14 day cooling off period so just want to find out if all the info I've been given is correct. Tia