My Vodafone Account Issues

[isabelly2017]

Hello, I was wondering if someone can help me with an issue i have.

I have been a customer with Vodafone for three months now, all bills paid on time and up to date etc.

Have always had a problem with my online account however.  I am able to login, although the only information I am able to see is my account number and name,

I am unable to view my bills, when I click on the billing section, I am then confronted with an error message.  Over the last two weeks I have spoken to numerous customer service agents online regarding the issue.

They have suggested, changing my password, clearing my browsers cache and history and retrying to sign in.

This seems to be the common suggestion everytime I have spoken to them.  If it isnt that suggestion it is that they open my account with a new username and new password, all of which have failed to resolve the issue of my online account ability.  I have spoken to online chat so many times now it is getting rather fraustrating.  Constantly having my password changed, username changed etc.  I suggested perhaps they should delete my online account so I may re register my number again in the hope that it will fix the problem.  To which they agreed may work.  Over the last four days now I have been promised this would happen and that my account would be "cleaned up" as they put it, and that I would receive a text message once it was complete and I would then be able to re register and be able to view all my account information etc like I should be able to.  No text message arrived 24 hours like they promised.  So again I went on chat again, to which they said my account would be "cleaned up"; "deleted". And I would receive a text message with instructions on how to re open my online account.  I have had no other problems with Vodafone and I am generally happy with the good reception I receive.  It is just getting to the point now I am getting annoyed with the constant username changes, password changes and the promise of my account being fixed.  Today I was told it would be fixed within 48 - 72 hours.

I am able to view my usage using the app on my phone so that is fine, however it would be nice if I could view my bills.  Online chat has been dire and there seems to be no solution to this matter.

Hopefully someone else can offer some support as to how I get my account fully working.  Sorry for the long message.  Oh the error on my account page says the error is :

Sorry, there seems to be a problem

We're working hard to fix the issue, so please try again later.: 199 - [2j1]

Again sorry for the long winded message, any suggestions would be most welcome.  Many thanks

[isabelly2017]

Spoke to another three chat agents yesterday on live chat.  One saying the issue would be escalated and fixed within 24 hours.  Again it hasnt been done.   The other chat agent, "cleaning my account up, sending me a new password and telling me to wait twenty minutes for the system to update", i gave it 40 minutes...still no fix.  Finally the third chat agent telling me it was escalated (again), and would take five days to be fixed.

What on earth is going on with live chat?  Do any of them actually really know how to do their job?  Constantly being told to have my password reset, browsers cookies and cache cleared, using different browsers.  No fix.  Getting increasingly annoyed with the situation now.  And the cheek of the final chat agent offering me to take out a second line.  More interested in sales, than coming up with a solution.  Ridiculous.

[isabelly2017]

Back on chat again today and yesterday, another three hours in total.  Passed between different chat agents, inc technical support.  Given a £5 goodwill gesture on my account because of how long the problem is taking to resolve.  Today another chat agent tried to solve the issue by making me a new account, when they did this i lost my account number and my name, so they reverted me back to my original username and password and i was able to see my account number and name again.  I am still unable to view bills etc.  My account contains limited information still, depsite talking to the chat team for two weeks now.  Everytime i have been spoken to they have told me the problem has been escalated to be fixed within, various time frames they have given me.  Today it was three days and the account would be fully working.  It is getting beyond ridiculous.

So in a nutshell, 

Can login to my account just fine.

Only information on the mainpage is Account number and my name.

Other sections of my account can be displayed, my name, email address and home address.

Cannot view bills

Cannot check my offers

Have tried different browsers, have cleared cookies, cache and tried on the vodafone app.

Every chat agent advises me the problem will be resolved, from 24 hours, 20 minutes, 4 - 5 days and today 3 days.  I've been with Vodafone for over three months now.  Online chat do not seem to know what they're doing.  And i have just been past around various chat agents, who keep opening new accounts and changing passwords and so on, not resolving the problem.

Can anyone suggest anything?  Or do I just sit and wait for another week to go by with the promise of it being fixed sometime in that week?

[Makelo]

I've had similar problems in the past though not as severe as you have had. What eventually worked for me was to re-register from scratch.

This will need an agent to completely wipe the account associated with your number first. Once they have done this you can re-register that number on a fresh account but importantly, use a different email address and password. For some reason if you use anything that has in any way been associated with the previous account it seems to revive the original account along with all associated problems. Don't allow the agent to generate a random user ID either. Make sure you do the whole process from scratch.

Whether it will work for you I don't know but nothing has seemed to work up till now so maybe worth a try.

[isabelly2017]

Thanks for the reply 😃 I suggested that to a few chat agents. They agreed to do that as they thought that would resolve the issue. However all they did was create a new username. Despite explaining that it needed to be started from scratch. They escalated it and said I'd hear back in three to four days again today. 

[John]

@isabelly2017 I'm sorry to hear of the issues you've been having with your My Vodafone.
We'd love to help you further - if you're still experiencing issues after the team get back in touch with you, please check your private message inbox for information on how to get in touch with our dedicated team.