Server error when signing up to Spotify entertainment pack

[alexprokop]

This has happened every time I try and choose to subscribe to spotify entertainment pack. I've tried both on my phone and via a desktop browser. I'm doing the following:

• Go to https://offers.vodafone.com/gb
• Select 'Spotify Premium' under available offers
• Accept terms and conditions and click 'Add Spotify Premium Now'
• Sign up to spotify and press 'okay' on 'Connect Vodafone to your Spotify account' screen
• I'm returned to vodafone and the message says 'Completing purchase...' after a couple of seconds a popup appears on the screen saying 'A server error occurred. We're very sorry, but we'll need to log you in again'

We have 2 x Vodafone red 20GB sim only packages through our business account and this problem happens for both of them.

[carpy]

Louise. You've already asked me for this number 7 days ago on 31st October. It's written a few replies back in this thread.

I've not heard anything from Vodafone. The spotify still isn't working. Data useage still isn't working.

Forum support team said 24 hours max to get this fixed. It's now been 4 days.

This has to be about the 30th person now at vodafone who's promised to call me back / get this sorted but hasn't fixed it and hasn't got back in touch..

Is there anything else I can try??

[carpy]

Just when you think it can't get any worse.....we get this text this evening.

"Your service has been restricted because you've not paid your bill. Please log into vodafone.co.uk/myvodafone or call 56677 free from your Vodafone mobile to make a payment and get up-and-running again."

I'm just completely lost for words. We have a direct debit setup so this is not down to us.

We still have no Spotify - data useage still not showing - and now we can't make or receive calls - send or receive texts - or use any mobile data at all.

Someone PLEASE get this sorted. I'm losing the will to live now

[carpy]

Monday 7th November - 90 minutes on online chat with Ratish

He says we have been cut off because the bill hasn't been paid. I told him the direct debit was setup two months ago when we joined Vodafone. He goes off to check and says yes the direct debit is setup - and he will reactivate the account.

He says he can't fix Spotify and will need to escalate this to technical support. He says they will definitely fix this tomorrow as it's been escalated as a priority (I think this is the 8th time now it's been escalated as a priority).

He says the Vodafone website isn't showing data useage as the account needs to be reset. He resets it and says when we login with new password then data useage will work.

We wait. We login with new password. Data useage does not work. He says he can offer us 2gb of free data instead. I tell him I don't need data as we have 25gb. We just want the Spotify offer to work and to see how much data we have used. He says both will definitely be fixed by the tech team tomorrow.

Still no word from the Vodafone forum support team. The 24 hours has now been about a week.

Still heard nothing about the (2nd) official comolaint I made. It's been almost two weeks now.

[Retired-LouiseE]

Hello @carpy

Our sincere apologies for this ongoing issue, I completely understand your frustration and distress. 

I have checked your reference number - please reply to the last email from 03/11 and we will help you further with this issue. 

Louise

[carpy]

Louise I'm not sure if you're being deliberately obtuse. Here's the email I received on 3/11. Why would I need to reply to this?

"Hello David,

I am dropping a line to my last reply.

As per the follow up, I had a word with technical team and they have raised this with internal team. Once the issue is resolved from their end, you will be notified for the same and you will be provided with the link to login for Spotify.

Many thanks,

Vijay Bajarani
Customer Service Agent (Social Media)"

[Retired-LouiseE]

Hello @carpy

As this problem is still ongoing, the best way to re-raise this with our team is to reply to the latest email and our team will look into this further. 

I understand your distress, our apologies. 

Louise

[carpy]

Louise I've raised this with live chat - technical support - supervisors - forum support team - around 30 times now. 30 times.

Why are you asking me to email again? I have been told by your forum support team that they will fix it - and let me know when it's done.

Are you saying they've forgotten about this? Or that they think it's fixed but forgot to notify me?

[carpy]

Louise why can't you take charge of this? Tell the forum team that it's still not fixed. Get someone to do something. Instead of just telling me to email yet again. I've told Vodafone every day for two months that it's not working. Are you saying I need to tell them again? This is a complete joke.

[Retired-Viki_R]

Hi @carpy

As my colleague Louise has stated, you need to reply to the latest email if you require an update.

We can't escalate this any further via the forum, it's been escalated as high as we can on here already.

Thanks,

Viki

[carpy]

Viki. The last e-mail from Vodafone (3/11) said to wait and they will notify me when it has been fixed.

Are you saying I need to send them a email reply and ask for an update?