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Hi Manoj. I have been advised by my local Vodafone shop, and sevral of ypur colleagues in the call centre, to contact nucresolutions (email address given) with reference number 1928020, to try to resolve a 4 month problem with trying to unlock my phone.
geoff Brinsden
at 18:28, Mar 31: There does not appear to be any such email address.
geoff Brinsden
at 18:28, Mar 31: Can you help?
Yes, so that I can use the handset in Mexico, with a local provider.
geoff Brinsden
at 18:32, Mar 31: I have tried to get this unlocked in November of 016, but did not receive an email of the NUC code, nor proper advice as to how to procede.
Manoj
at 18:32, Mar 31: I have an email from Vodafone, dated 31-11-16 saying that a NUC had been issuded, and that I was now not able to unlock my phone to avoid fraud issues.
geoff Brinsden
at 18:34, Mar 31: Yes i applied on line in mid October, received nothing until i chased at the end of November, to then be told that my phone ahd been unlocked.
geoff Brinsden
at 18:35, Mar 31:I then went to MEXICO, BOUGHT A LOCAL SIM PLAN, BUT IT WAS NOT RECOGNISED FROM THERE,:
I spent a great deal of money, calling your call centre from Mexico, and ended up using Skype to chat to one of your colleagues. The conversation should be on my Account file (i downloaded a copy)
Every call has resulted in different advice, and I have now returned to the UK, yesterday, and an trying to get my phone unlocked, before I return to Mexico.
geoff Brinsden
at 18:40, Mar 31: A colleague of yours texte me the email contact and the reference number today, advising me to contact Resolutions team, but it does not seem to be possible.
at 18:42, Mar 31:
telephone number is 07917xxx528
geoff Brinsden
at 18:42, Mar 31: My Name is Geoff Brinsden
Manoj
at 18:45, Mar 31: Manoj
at 18:48, Mar 31:
I'm sorry for the delay. I'll be right with you.
geoff Brinsden
at 18:49, Mar 31:
I understand. This is a complicated situation to resolve.
Manoj
at 18:51, Mar 31:Geoff, thanks for understanding
Manoj
at 18:52, Mar 31:
We're sorry to let you know that our systems are currently being updated, so we won't have full access to your account to help you best, we can still help you with general queries, or if it's more convenient for you, you can kindly try and contact us back later, we'll be delighted to further assist you once our systems are back on.
geoff Brinsden
at 18:54, Mar 31:
When do you suggest that I contact , and is there a cutoff time tonight, beyond which I will not get help to resolve this? Also, why cannot I contact the email address for resolutions help that I was advised to contact?
Manoj
at 18:55, Mar 31:I would suggest you to please contact to our dedicated handset support team
Manoj
at 18:55, Mar 31:
They will check your account and help you with that
Manoj
at 18:55, Mar 31:
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@geoffbrinsden I've sent you a private message with details on how to get in touch.
For anyone else with the same issue, try the steps listed here and if you’re still affected, contact customer service.
