My Vodafone app

[Patrik9208]

Hello.

I just joinned Vodafone 2 weeks ago, I had a pay as you go sim to test the network and 4G coverage is solid in my area so I decided to get the Red Entertainment pack for £25. The app worked fine when I used my payg sim, once I got my 2nd sim I got my payg number ported onto my pay monthly sim. I re registered my account and downloaded the app again (iPhone 6, latest iOS).

It has been for 2 weeks now that I open the app and I see "As you are new to Vodafone we dont have any of your details yet. Check back soon to see your latest usage and allowance details". So at the moment the app is completely useless, all I can see is my bundle, no usage, no bills, no setting.... I tried to reset the app, I went on live chat and called 191 several times, they refreshed my account, reset my account (had to register again), they said that it should work in 24 hours etc. It is still not working!

Even when I log in my online account I cant see my usage, bills only and some settings etc. My last bill is showing my temporary number while the account is linked to the payg what was ported. 

What am I supposed to do to get the app work? 

[AnnS]

Hi @Patrik9208

The first thing to do is to get the online account set up for your ported pay monthly number.  This means you will need to set up a fresh new account for the ported pay monthly number, the new account will need fresh alternative information from any other account with an alternative user name, password and email address.  Any information associated with a previous account will be rejected.  As soon as this has been done the Application should follow.

You need to delete and reinstall the previous Application.  Don't forget there will be a copy of the original application on your icloud account and to prevent a copy of the first Application download being reinstalled, this will also need to be deleted.

When the Application is up and running for the ported pay monthly number, it won't show any usage until it has caught up but should show the tariff you are on with any extras.

If problems persists, live chat should be able to sort things out for you.  Alternatively, please come back to this forum.

[Patrik9208]

I only registered when my payg number was ported and then my account was reset and registered one more time. But when I check my first bill it looks like it was generated for my temporary number (second bill should be generated on the 19th). Could that be the reason why the app is still not working? 

[Gemma]

Hi @Patrik9208

Welcome aboard!

We can check this from here for you. So we can access your account, please send us your details by following the steps in this private message.

[Patrik9208]

Thank you I've just done it. Linked the conversation too. I wonder why it is not working it's very frustrating that I can't track my usage and I need to keep calling 44555. With EE I never had a problem  with the app!

Edit: I use the same email address for my ported number what I used for my payg account before. Payg account username was my email address, pay monthly sim is registered to the same email address but different username. Would it be a problem too? 

[Jenny]

@Patrik9208 - I can see we received your email (ref: #16445794) and replied last night.