Sim swap / upgrade

[Archiesgran]

This morning I decided to upgrade online, although it was more expensive rather then just going with another phone supplier. I upgraded with Vodafone as my daughter is very sick and I need to have my phone working for emergencies. I was led to believe upgrading would be seamless, Vodafone sent me a congratulatory text and said my new bundle would be added to my existing sim within 24 hours, and my new phone would arrive tomorrow. Great I thought!  Within 15 minutes of t hat text at 4 this afternoon I suddenly have no network. Despite being online with advisors for 3 hours, I still have no network. The reason they say is because CPW never filled in a form for a new sim,  even tho Vodafone told me I was keeping my sim. Customer services said never mind and said they have filled in a new sim for me. I still have no network. All other phone companies can do a seamless upgrade but NOT Vodafone. Apparently I will have no phone network until my new phone and sim arrive. Has anyone else had this problem? I've rang the hospital and asked them to email me if I'm needed. Really panicked here and can't sleep tonight as emails don't wake me up like a call does. I am really angry with Vodafone and tempted to throw phone and upgrade back at them, but 1st need to get my puc number. Is it just me or do they always lie just to keep your custom?

[BandOfBrothers]

Hi @Archiesgran

This is something unfortunately we do come across when a person has upgraded via an independent such as CPW and not Direct with the network themselves. 

The Independent can be slow in updating Vodafone with the new upgrade / new account information which can in some instances impact upon the account holder. 

If a person either opens up a new contract or upgrades through the Independent then essentially they become a customer of the independent, with Vodafone just supplying the Network Connection. 

We have even come across the situation where the Independent has not upgraded the Account but instead have opened up a new contract instead. 

In these instances it's recommended to contact the Independents Customer Services as they have a duty of care to look after their customer. 

Upgrading i agree should be seamless as the changes are made to the account, and the only physical change is a different sized SIM card if it's the wrong size to fit in the new phone. This is called a Sim Swap where the tariff and mobile number is transferred onto a Blank Sim Card which can only be obtained via Vodafone Customer Services. Sometimes using a Sim Card Adapter which is a plastic tray that makes the sim a different size can be used so a sim swap isn't needed. A sim swap can take from a few minutes up to 24 hours to complete. 

If you upgraded through Cpw you would need to check what their cooling off period is. 

Link > Returning or exchanging items bought online or over the phone.

If a person upgrades through vodafone Direct then they have 30 days cooling off period. 

The code needed to move a persons mobile number to a different network is a PAC Code. 

A puk code is needed if a persons SIM card is blocked from inputting their sim pin security number in wrongly too many times. 

I hope this is sorted out for you asap. 

[AnnS]

Hi @Archiesgran

The first thing to do is to contact Vodafone and ask them the reason they have disconnected your present SIM and ask them to reconnect the number immediately.  If you were upgrading, with there being no SIM to put the number on, the SIM you are using should not have been disconnected.

With you being a Carphone Warehouse customer, they need to sort this out for you. This means you need to return to the point of sale and providing it is an upgrade you have been sold and not a new contract with a new number, find out if your upgrade information has been sent to Vodafone.  When you upgrade through a third party, there is always a delay before the network receive information for your new contract. 

When you upgrade, providing the SIM is the same size as the new phone, you use the same SIM.  If you need a SIM swap done, it has to be done to a plain blank numberless SIM obtainable through a Vodafone Store.  

With  sick child understandably this is a worrrying situation and I hope you are able to get this solved with Carphone and Vodafone.