Unable to complete order

[Ahuizotl]

When I reach the checkout stage of my order I'm prevented from going any further because I get an with telling me I'm not authorised and that the account holder should sign in to complete the order.

I've never had an account with Vodafone before so there shouldn't be any other account associated with my address.

I can't get in touch with support because the live chat and phone support are inactive outside the hours I work.

Are they able to sort it via email?

[BandOfBrothers]

Hi @Ahuizotl

No joining via email wouldn’t be available. 

Perhaps try clearing your browser cache and cookies and or try another browser. 

In regards to contacting Vodafone. 

Live Chat is 24/7.

08080 034 511 for broadband (free from all UK landlines and mobiles) with lines open between 8am and 8pm, seven days a week.

[Ahuizotl]

Thank you for the reply @BandOfBrothers

I think I've exhausted all possible methods to fix the issue from my end. I've already tried clearing browser cache, using a different browser and device as well as emptying my basket and re-adding the broadband package, but it still seems to think I am not the account holder, or that there is an account with a conflicting address.

I work 7:30 - 23:00 so phone calls aren't an option. There's a brief window I could potentially get on the live chat on my lunch break but The live chat window isn't present on my phone, and there's no box to click on to manually open it. Apparently there is a chat feature on the "free" app, but I tried that and it required me to pay to connect via a phone data plan, which is not available for me, so unless that's just a temporary bug I won't be able to use the live chat option either

[BandOfBrothers]

You’re Welcome @Ahuizotl

I was hoping the clearing of your browser would have helped.  

Live Chat is nortoriously hard to get to work on a mobile phone even if you make sure any pop up blocker is turned off. 

Really a tablet or computer is best. 

As your presently stuck via completing the way you are trying then I appreciate it’s easy for me to say but your going to need to somehow make the time available if your going to want to proceed with Vodafone Home Broadband. 

I wish you all the best. 

[Ahuizotl]

I did attempt to sort it out on my lunch break earlier, via the use of a windows tablet. I was instructed to logout, start a new order, create a new account when prompted and complete the order from the new account.

Now whenever I get past the checkout stage it presents the error:

" We're working hard to fix the issue, so please try again later. "

Rather than the usual account holder permission error.

I don't have much faith in the possibility that this is just a temporary error, so trying again later doesnt seem like it will change anything.