Samsung Galaxy S6 Edge - Sim Activation Problem

[JimmyLJ]

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.

[JimmyLJ]

Day 12, still no connection :smileyindifferent:

Sadly for me, it appears that my lack of optimism was justified.  I'll see if it's activated after I finish work tomorrow and if not I'll start the cancellation process.  Can anyone confirm the hours the cancellation team work and if they only work weekdays (I think I read somewhere on here that Vodafone are unable to receive / process cancellations over the weekend)?

After experiencing this level of customer service from Vodafone I'd really love a glimpse into the internal workings of your incident / problem management processes.  Given the scale of these issues, this should be a recognised known problem, with documented guidance / workarounds / fixes / patches, and with some form of SLA for resolution.  The process can't just be agents filling in forms and sending them into the ether, never to be heard of again...

[Retired-Jamian]

Hi @JimmyLJ

Please let us know if it's now been activated for you. If you still need to chase this up, please contact us via Live help for assistance.

Thanks,

Jamian

[JimmyLJ]

Day 13, still not activated.

I've yet to receive a response to the email I sent the Tech Team on the 6th May, but at this point it all seems moot.

I think we both know that there's no benefit in me contacting Live Help again to try and resolve this, given that the sign-off from the Live Help session on the 5th May was

"... your SIM will get activated within 48 hours.  Please Be assured...."

[JimmyLJ]

I rang 191 this afternoon, and after navigating my way through your IVR (glossing over the issues with your automated system and call transfer process), found myself connected to Returns.

Unfortunately the problems with the account set-up that have been preventing the SIM from activating, are also preventing the return of the phone from being processed.  The agent I spoke to said that he would make a note on the account to say that I had called to start the returns process, but couldn't due to system problems.  They offered to speak to some of the tech guys on their team to try and fix the account and call me back this evening.  

Given the time now, It's looking less likely that I'll get the call back tonight, but here's hoping I get one tomorrow.  Fingers crossed and all that.

[JimmyLJ]

Day 14, still not activated, no callback received from the Returns Department, no email reply from the Tech Team.

Rang 191 today, arranged a callback as there was a 51 minute wait time.  Received the callback, first agent couldn't access my account and so transferred me through to their colleague (fair enough).  Second agent took my account details and after verifying I was the account holder agreed to transfer me to the Returns team.  Hold music, then an automated message asking me to enter my mobile number, and then a message saying "Thanks for calling, goodbye".

Are Vodafone launching a new reality TV show where they attempt to drive their customers insane?  Need to check my room for hidden cameras.

[JimmyLJ]

28 minute wait time, scheduled the second callback of the day.....

[JimmyLJ]

Returns pack arranged for delivery next week...

[Ben_H]

Hi @JimmyLJ

I'm glad to see a returns pack is now on the way.

Your email in in our queue and we'll still reply as soon as we reach it. As you've seen, 191 or Live help can assist if you need more urgent support.

Many thanks,

Ben

[JimmyLJ]

Hi @Ben_H, thanks for the reply.

I'd agree that 191 were able to assist in arranging a returns pack.  If it arrives, the issues with the account are corrected, the return is processed and I'm refunded the cost of the handset, I'll be a happy chappy.

As for retaining my custom, fixing the account issues and activating the SIM, neither the Tech Team, 191 or Live Help have been of any assistance so far.  I could have written "HELP ME VODAFONE" on a placard, stood outside and waved it at the sky and achieved the same end result.

I realise that my experience is not representative of the majority of Vodafone customers.  It can't be, otherwise you wouldn't have any, and I can see from recent forum posts that you do have satisfied, happy customers.  I'm guessing something has gone catastrophically wrong with my account, possibly due to your adoption of Siebel, and you have a limited number of Tech people with the appropriate level of access to resolve the issue.  If this is the case, don't tell me it will be resolved in 24 - 48 hours each time I contact you.  Just say, we don't honestly know how long it will take, the team have a backlog of incidents to work through and it could take a few weeks to resolve.  Maybe even, here's a PAYG SIM to tide you over, with a comparable degree of minutes / text / data to your contract, we'll be in touch.

[JimmyLJ]

Thanks for the email confirming the order of the manual collection bag.  I have a few questions regarding the returns process.  Do Vodafone send me some packaging and a contact details for a courier service?  I then arrange a suitable date and time with the courier to collect the phone?