HELP! No service for two and a half weeks...

[LauraBethany201]

Recieved my pay monthly phone two and a half weeks ago. Tried to activate sim via Live Chat and they promised to do it within a day. This did not work so rang 191 for help and this did not work, I rang them everyday for a week, all promising to sort it within 24 hours, which never happened. I even went into the Vodafone store but there was nothing much they could do as I bought it from Vodafone online. I decided to put a complaint in and they told me it could take a week, I rang during this week to get updates, its now a week later and my sim has still not activated as the account is apparently 'stuck', I have been told again that the account should be running today but really don't think it will, as been promised too many times.

Where do I take my complaint next? Do I have to wait 5 more weeks to go to the Ombudsman?

[BandOfBrothers]

Hi @LauraBethany201

Vodafone complaints is Here.

Vodafone has 8 weeks to resolve however you can circumvent that if you ask for and they agree to give you a Deadlock Letter. Then the Communications Omsbudsman can be engaged. 

However its worth noting you have a 30 day cooling off period to cancel. 

[LauraBethany201]

Thank you! I think I might send the phone back, I already put the complaint in as they did not deal with it in the time specified.

[BandOfBrothers]

You're welcome. 

It'd be a shame to have to resort to such an extreme action. 

If you do then you could start again from scratch. 

[AnnS]

Hi @LauraBethany201

You mention you called 191 for help, if you SIM was unactivated, you would have been unable to call Customer Services from your mobile.  You also generally need a Vodafone number.

If this is a new contract and you are a new customer taking out a new number without any porting or number transferring, it would have been a quick process to activate the SIM and the new SIM and number would generally be activated within the hour.  Usually a quick turn off and back on does the trick.

If it a different case where you are porting in a number or wanting to transfer a previous Vodafone contract number to the new contract which involves transferring the number to PAYG and back onto the new contract, it is more complicated.

If you can give a little more information, this will give the Team something to go on when they reach your thread.

[Retired-LouiseE]

Hello @LauraBethany201

I'm sorry to hear of this experience with Vodafone. 

I am going to send you a Private Message with further help. 

Louise