These emails have already been sent to customer services and the tone of the first emails sums up what I think of Vodafone.
Latest email sent 6th of February:
To: help.vodafone.co.uk
Cc: lab1301
Subject: WRT165
Vodafone phone number: 07XXXXXXX
Vodafone account number: 68XXXXXX
Hi Darshit,
Further to my last email of the 3rd of December I’ve chatted to 191 this morning and I’ve tried the following as suggested:
1. Choose a separate network provider via settings->more networks->mobile networks->network operators.
I tried selecting both sunrise and orange CH and the request was rejected. But I was able to connect to Swisscom with no issues. I then rebooted the phone and I can confirm that the international call bar is still in place. I tried unbarring the bar using code 1919 and it was not successful with the same message as the one in the photo posted to 191 more than once previously.
My contract started on the 1st of November and this call barring problem was first reported to 191 on the 2nd of November as shown from the date stamp on the vodafone response in the attached photo. This issue has been on-going for more than three months now with me having to repeatedly investigate and demonstrate/explain to vodafone staff on how call barring works. You have repeatedly failed to resolve this issue and I don’t believe that you will be able to resolve this because you do not have an adequate customer support process in place. I have demonstrated to the Vodafone store managers in Hackney and Bond St call barring working on a PAYG sim but not on my contract sim and I have emailed your support staff instructions on how to replicate this issue on a PAYG sim and you still have failed to resolve this issue. This is why I think you don’t have an adequate support process in place and you will not be able to resolve this issue.
Unfortunately, the service level that you have been able to provide on the new monthly contract as of the 1st of November is not the same as what you provide when I was on the previous SIM only contract. If this issue is not resolved by this weekend then this contract is not fit for purpose as I raised an issue within 24 hours into the new contract and three months later we are nowhere near to be resolved. I will be calling 191 this evening to see how we can either terminate this contract or resolve this call barring issue by this weekend.
I would also like you to get back to me on reimbursement for the PAYG sim and for all the calls to 191 I had to make from my Swiss sim because you were not able to lift the call bar on my contract sim. The PAYG sim was purchased so that I could demonstrate to vodafone staff how call barring works. The vodafone hackney store manager was unable/unwilling to provide me a free PAYG sim and this cost was incurred by me for your benefit because of your inadequete support process.
Link to issue/timeline on eforums:
http://forum.vodafone.co.uk/t5/Samsung-Galaxy-S4/Unable-to-set-call-barring-after-switching-to-S4-mi...: lab1301
Email sent 3rd of February:
Sent: Dienstag, 3. Februar 2015 23:18
To: help.vodafone.co.uk
Subject: WRT165
Hi Darshit,
I've just had the text in the attached photo and it looks like we have taken a few steps back. Is this the best that 3rd line support can do? This call barring issue was first reported on the 2nd of November (see attached photo of SMS from vodafone) and this has been going on now for 3 months. Can someone read what I've posted on eforums because we are repeatedly doing what we've already tried and failed. Why do you think an "account refresh" is going to work this time? Does anyone have a clue as to what you are doing at the vodafone end or have the faintest idea of what the problem is? I had to spend my money and time buying a PAYG sim and go to two of your stores and demonstrate to the managers there how call barring works on a PAYG sim but not on my contract SIM.
I can assure you that I know how call barring works as I've demonstrated it to vodafone staff and I can also assure you that call barring does not work on my contract sim and the international call bar was still in place this morning.
Link to eforums:
http://forum.vodafone.co.uk/t5/Samsung-Galaxy-S4/Unable-to-set-call-barring-after-switching-to-S4-mi...
On 30 January 2015 at 16:07, Vodafone Customer Services wrote:
Thanks for your reply.
I've checked with our 2nd line technical team and your case is still under investigation. They've asked our network team to contact you directly and you should be contacted soon by them.
In case you required any update on this case, can you please reply straight to this email instead of creating a new email to avoid any duplicate case reference?
Many thanks,
Darshit
Customer Service Agent (eForum)
Vodafone Limited
Vodafone HQ, The Connection, Newbury, Berkshire, RG14 2FN
Registered in England No 1471587
Email sent a few weeks back
----- lab1301 Wrote -----
Case: CS000179XXXXX
For the attention of 2nd line support
Hi Darshit,
I've given all the information that 2nd line wanted and I'm waiting for them to come back to me. Can you please liaise with 2nd line regarding case CS000179XXXXX?
I've told 2nd line how the issue that I'm having can be replicated on a PAYG sim. Once you have a solution to the problem then I'm expecting them to get in touch so that my contract sim can be fixed. HAve you actually spoken to 2nd line about this? I'm a little bit confused as to what more information you require bearing in mind that I'm in Switzerland and there is a stuck international call bar on my account, which, no one is able to remove. If you read the full history of the call in eforums then you will see what I mean.
Link to eforums:
forum.vodafone.co.uk/t5/Samsung-Galaxy-S4/Una
ble-to-set-call-barring-after-switching-to-S4-mini-with-Call/td-p/2317548/page/2
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