Received new phone on 25/4, popped the SIM in, switched on and waited for it to activate on the network..... No joy, unable to connect, emergency calls only.
Popped on live chat and the agent advised that the account set-up hadn't completed correctly, and this was preventing the SIM from activating. Escalated the problem to another team and advised that this should be resolved within 24 hours. As there's no mobile number associated with my account when I log-in, I asked if they could tell me what my phone number would be, unfortunately not as the number is generated when the SIM activation process completes.
Sadly 24 hours later, same problem, so I called customer services. They confirmed what had been said in the live chat and that the problem had been escalated to one of the technical teams, however advised that would be unable to provide a time scale for resolution of the problem.
Same problem on 27/4, rang again, no update, still escalated with technical team, but there is a phone number registered against my account (although this still isn’t showing online).
Same problem on 28/4, rang again, spoke to an agent, reviewed the problem history and advised that because of the on-going nature of the problem, they would take ownership and arrange for it be passed to one of the technical staff on their team. Would also waive the first month’s payment. Great stuff!
Today (29/4) - Phone is still not working. Tried calling customer services but your IVR appears to change in the evening and the option I need to contact you isn't available.
I have to say that everyone I've spoken to so far has been extremely pleasant and appears to be trying to help with the problem. I gather from your wait times that you're being bombarded with calls at the moment, so my hat's off to you for remaining calm and professional under pressure.
Having said that, I'm no closer to my issue being resolved :smileysad:. I've used mobiles for the last 20 years on several different networks, I'm used to the activation process taking two hours at most to complete, and I’m now almost 5 days into the process with Vodafone with no end in sight. For such a large telecoms company, it beggars belief that you're having so much trouble getting my phone to work.
I've Googled the SIM activation issue, and I can see that there are a lot of posts online from customers who have the same problem, many on this forum. It looks like the CS reps check these posts, so ideally I'd like one of them to get in touch as they appear to have been able to resolve this fault for other customers.
TLDR: Can a CS rep please get in touch as I've tried live chat and calling, and I still have an issue that needs resolving.
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