Iphone 6 and free Spotify Premium

[jimlondon30]

Hi,

I have upgraded today to an iphone 6 64gb (£53.50 per month) and it comes with Sotify Premium free for 2 years.

The order confirmation email came through very quickly but I have yet to receive a text that enables me to choose Spotify (or Sky Sports or Netflix)

Discussed this with an online chat member of staff and he told me to text ENTERTAINMENT to 97613 and then to follow the link. Now when I do this it does indeed have the Spotify Premium selection option but tells me this will cost £9.99 per month (the first month being free). The online agent has told me to ignore this and assured me I will not be charged the additional premium each month- I have not yet done this as I am rather dubious!

Please could someone confirm this is correct - surely the Vodafone systems should have picked up that I have now successfully upgraded to the new tariff and that there is no charge for 24 months.

[slimboyfat]

Why don't you just ring 191, if there is a queue it will ring you back, you can even tell them when to call you. I usually get some nice people in Scotland, so they might be a bit busy today!

[aquestion]

Some of us have rung up 191 (Just did) assured that we can sign up sent the same text message and the same result. Infact the technical support department had no idea what i was on about.  Wasting so much time for some thing which is just suppose to work!

Ring 191 and hope I get some one who understands the issue this time. Still waiting for an email reply but I can imagine they are busy reading up what Spotify is now.

[youknowme]

Can't someone from Vodafone on here just tell us what's going on and how to exactly register for the entertainment package.

The site said I will get the text and I haven't!

[aquestion]

After ringing 191 again speaking to a very helpful and polite lady who understood what i needed but needed level 2 to carry out the procedure. Wait to be put though to level two explain in laymans terms the situation which leaves the Level 2 guy sounding a tad confused and unaware of what he might be able to do for me. Then tells me oh yes we had just accepted Netflix just now (Umm no on Saturday I think your find) and that it would now work and reassured me that it would of course the wife does as asked and still no Spotify.

Now after having to Emails back with Webform refrences I have a PM to send in another webform!!

its not the indivudals fault of course, but if Vodafone can't deliver Spotify let us know and discount our bills by 9.99 a month and we can do it our selves...

[aquestion]

You can try to text ENTERTAINMENT to 97613 and then to follow the link make sure your wifi is off so the system can check your phone details via the 4g 3g network.

If not you can try 191  and i think it was option 2 for help with phone and then 1 for iphone and they can send the sms message wheter your get all the options who knows but I hope you do

[youknowme]

Appreciate your help @aquestion but I would rather someone from Vodafone actually wade into this conversation and further advise us on how to proceed.

[stevehiggin]

Calling 191 is a joke, here is what I get:-

1 check balance, make a payment, PUK code
2 activate sim, report lost or stolen, help with device ( I select this)
3 delivery

1 activate sim
2 report lost or stolen
3 technical support (I select this)

1 PUK code
2 NUC code
3 Help setting up internet, email or apn settings (I select this as no other option remotely fits)
4 Suresignal or dongal not working
5 Network coverage

I am then told to go to the vodafone website and then thanks for your call goodbye.

So calling 191 is a waste of my time.

[stevehiggin]

The other query is about a network issue which I've already emailed back about and have and incident logged (INC1290242), so the only outstanding issue is getting the expired spotify promotion removed from my account so I can add it again!!!

[Michelle]

Hi stevehiggin,

Please contact us here so we can look into the Spotify issue for you.

Thanks

Michelle

[aquestion]

Well had a call from a vodafone eforum advisor yesterday they told me they need to remove the package and put back on after 24 hours. Luckily we will be in a vodafone store at that point today so he had better be accurate in his estimate not sure why as the device was being swapped over today he suddenly said we need to wait 24 hours due to this fact I would be intrested to know why as the number and sim are not changing and the spotify account is a preexisting one. Also he talked over my question  about will taking off the netflix and putting back on cause issues with netflix as we had a preexisting netflix account where credit was assigned for six months. 

So why did Vodafone apple technical support level 2 have no idea what to do? The level one were from two calls also either not aware of the promotion and the technical in's and outs or understood totally but failed by their level 2 colleugage who was useless and seemed to think i was mad for asking for what the advisor later that day did. 

It was clearly explained to them they had all my account details and I even told them where to see what i was talking about which none of them bothered to do.

I can't belive Vodafone level 2 technical support have to work off scripts and don't seem to have the knowledge of the products and service vodafone provide` which in my field would be expected of someone at that level.

As someone who works in technical support myself when advisors are either not aware of the facts, dont know what they are talking about or just downright condencending it gives a very poor view of the company.

Sorry if having a rant but a complaint is a gift.

I can remeber when people thought it crazy when people on here kept writing on the forum they wanted 12 month contracts back or phones delivered to the store to pick up as an option but now they are commonplace. So possibly if enough of us complain why is something as simple as providing us with the services they advertise and with no hassle i.e they just work like the products they are sold with then we will be happier customers who will be encouraged to spend money with Vodafone...