New customer ....Problems, Problems ...where do start ?

[EddieManchester]

Right ..I am not a professional moaner or complainer. I am posting this in the hope of some help and guidance as I have really got to the end of the line.

I have been with Vodafone for about 2 weeks, and left my old provider (Virgin Mobile) as they agreed to terminate my contract due to the fact they could not get a workable signal in my Area ...even outside ...So that's where it statred.

I heard about femtocells, sure signal, signal Box, BoostBox etc ...from other providers and so i called each one up and settled on vodafone as they said i could just pop into a store and buy one for £100 once i had my contract sorted  ...problem solved ? ..Or was it?

Me and my wife got our PAC numbers and signed up for Vodafone and our new phones and sims arrive ...and so did our first bill .....Now this was before Xmas and after over a WEEK I finally got my old number transferred over. Despite countless advisors telling me it was being done. Yesterday i was told they "couldnt see it" and did it again and it worked ...But 10 days for a transfer? ...seems a little long as essentially it left me out of touch with business.

Now what has this to do with SureSignal ....well. I bought it last week and registered it on the vodafone website. For the original (temporary Voda number) ...and now no mater WHAT i do when attempting to add users it tells me "there is a problem they are working on" ....its been saing that for a week now, as i have been trying to add my wifes temporary number too.

another thing my Vodafone account online is STILL with the temporary  number and it keeps telling me there is a "problem with my number" ...but there is no way to change or resolve it.

I have spoken to so many service people in the last 2 weeks I must have been on the phone for culmunative 7-8 hours (counting on hold) and also online time typing to the "engagement window" ..the people are all nice. but NOTHING is getting done and today I have been told with backlog it could take another WEEK or more.

I mean WHAT is going on here ...I have take out 2 contracts, bought a sure signal and all i have done is stand in the garden trying to call support or type on the PC to be told the same old story over and over ..

I dont wan to cry foul and cancel my contract nd go through all the OFCOM, retentions, ombusdman that i had to go through to get out of my last one ...as i have only just arrived here. 

Can anybody REALLY resolve this for me ?

[drey_p]

Hi there

I can tell you what has happened. You set up the online account with the temporary number and have ported your number across.  By doing so, it has overwritten your temporary number and, because the temporary number doesn't exist any more, you can't sign in.

What you need is for someone to delete the online account completely and then reregister for it using your own number and not the temporary number.  The problem that you will then have is that the SureSignal is registered against the the online account of the temporary number.  It will need to be deregistered from that account in order to be registered against the new one. You won't be able to deregister it as you can't access the online account it is registered against.

I think your best option is to wait for one of the eForum Team to pick this up in about 48 hours or so.  They will be able to help you with the account issues and also the deregistering of the SureSignal. 

[EddieManchester]

Thanks Drey

I was on hold to Voda support ....I did finally speak to someone from the UK..and it appeared they understood my problem, and suggested what you had - sadly they said they were transferring me to the "correct department" ....which after going over and over it all again I wasnt looking forward to..Which as I am getting used to invariable means support from outside the UK ...(which i want to stress, I am NOT against its or xenophobic .. just that when I speak to personnel in the UK i seem to get  FURTHER) ..Its almost as if they dont have any options they can really offer, apart from 

a) Apologies and saying they are transferring you again
b) Leaving you on hold a long time and then saying that another depoartment is resolving it and will call you back 
c) Offering you a discount or some free calls, token  gesture, etc 

Its almost as if they are a first line of "defence" against customers with queries, and you have to batter through this on all fronts email, posts, phone calls, support messages etc etc ....to finally get something done

But, hey ...i shouldnt have worried!  ..why? because after being on hold for another 10 minutes the line hung up without being answered ...

<sigh> ...I said i wasnt going to turn into a professional whiner ...but after three mobile, virgin mobile and now vodafone..I am sadly coming to the conclusion that MOST if not ALL UK Mobile companies support staff are over loaded to the point of breaking and the overseas workers are just not taking up the slack and ever increasing numbers of us are falling through the cracks here ...

But where do we go ....where do we go

[Ben_H]

Hi @EddieManchester ,

I'm sorry to see you've struggled.

You can request the deactivation of the old login and deregistration of Sure Signal via Live help. 

Alternatively, I've sent some instructions to you here for how to get in touch.

We aim to reply to emails within 48 hours. If you need a quicker response, please call 191 or use Live help.

Thanks,

Ben