Log in problems in Kenya

[shuff55]

I'm currently in Kenya. Vodafone has worked fantastically for me. Using World Traveller I've been able to use my phone as though I've been at home.

The problem has been logging on to my account on the website. I've tried many times but I never receive the security code SMS from Vodafone. I've received texts from others in the UK and I.  Kenya, but no security code from Vodafone. Webchats to customer agents have resulted in refreshing my account, giving me a new user name and password etc etc, but still no code has arrived. It's disappointing. There should be an alternative, still. secure, method to login in. Apart from this problem it's 10 out of 10 for Vodafone.

[AnnS · Accepted solution]

Hi @shuff55

When you are overseas roaming, you won't be able to receive the security code, the code will only deliver when you are on Vodafone UK.  Customer Service should have known this and advised accordingly.

However, if you need account information, you can call Vodafone on +447836191191.  Providing you are calling from a Vodafone mobile, the number is free to call from abroad.

[shuff55]

---

@AnnS wrote:

Hi @shuff55

When you are overseas roaming, you won't be able to receive the security code, the code will only deliver when you are on Vodafone UK.  Customer Service should have known this and advised accordingly.

However, if you need account information, you can call Vodafone on +447836191191.  Providing you are calling from a Vodafone mobile, the number is free to call from abroad.

---

Thanks for your explanation. I chatted to at least 4 different Customer Service Agents, none of whom told me that. And the My Vodafone App says that one should be able to receive the code when abroad.

It's very confusing and some means should be created to enable one to log in whilst out of the country.

[donnyguy]

Just to add a spanner to the works here.

I regularly log in when abroad and have never had an issue receiving one. 

Also the site says you'll recieve even if you're abroad.

But as a work around, once you're in of course, add a second number to your profile so you can opt for the text to be sent there instead.