Unable to set call barring after switching to S4 mini with “Call barring rejected” message

[lab1301]

I'm currently in Switzerland and I've barred all outgoing international calls via the website.  I've enabled Eurotraveller so incoming roaming calls are free but I want to bar all outgoing calls as well and unlike on my old phone this is not working on the Samsung S4 mini.  

About two weeks ago I switched from an old Nokia 6330i to the S4 mini. The S4 mini takes a smaller SIM so I’ve changed SIMS but kept the same number. On the Nokia call barring worked and Vodafone customer services have confirmed that my old Nokia barring password is the correct barring PIN. I have not received any SIM updates since switching from a SIM only to pay monthly contact and not sure whether this matters.

On the S4 mini whenever I set call barring (via Phone->Call Settings->Additional Settings->Call Barring) I get the message “Call barring rejected”. I’ve tried this with the same barring password that worked with the Nokia as well as 0000.   

Vodafone customer services suggested that I activate "All outgoing calls" call barring by dialling the following from the key pad but this does not work either and I’ve tried this with both my PIN and 0000

ACTIVATE: *33*PIN#

CANCEL: #33*PIN#

When I enter the above I get the message:

Call barring

Connection problem or invalid MMI code

All outgoing calls for All Basic Services

Whenever I attempt changing the barring password I get the message  "Error Unable to change password" when entering my barring PIN for the current password.  Tried 0000 for the current password as well and still can't change the barring password.

The questions that I have is:

1)   How can I set call barring from the menu via Phone->Call Settings->Additional Settings->Call Barring rather than having to enter an MMI code.  I want to be able to set and unset call barring at will bearing in mind I have signed up to EuroTraveller.

There are some screenshots attached.

[lab1301]

The questions that I have is:

[lab1301]

This issue seems to have falled off the radar of customer services yet again and  I've just emailed the uncensored version of the text below to customer services.  Can someone please get back to me.

Account Number: 0XXXX

Hi Sudeep,

I was in London last weekend and when I attempted to call +49 XXX the call was repeatedly barred and I’ve tried calling +44 20XXXX from Zurich and again the call was barred.   I have stated before that I need to be able to make international calls as I live and work in Zurich and a contract phone that limits me to just national calls is of very little use to me.  I need to be able to call the UK when in Zurich and I need to be able to call abroad when I’m in the UK.  That is the level of service that I require and expected when I signed a contract for XX.50 GBP per month.  Unfortunately, Vodafone have been repeatedly not been able to fulfil their side of the contract with the current level of service with various problems which you have repeatedly failed to resolve.    As I stated in previous emails I reported a fault within 24 hours of the current contract starting on the 2nd of November and to-date the issue is yet to be resolved.  So going forward you either:

1. Resolve the current issue with call barring or if you are unable to then terminate the contract with immediate effect as well as agreeing to step 3
2. Alternatively reduce the monthly charge from XX.50 GBP to X GBP till the issue is resolved and this should be back dated to the 1st of November as well as agreeing to step 3.  A contract phone that I’m not able to use is of very little use to me and that reflects the amount I’m prepared to pay
3. I will accept the XX GBP offer of compensation from Vodafone for expenses that I incurred because of your incompetence in this matter (purchase of PAYG SIM and calling 191 from a Swiss mobile as requested by Vodafone customer services) on condition of either step 1 or 2 above being accepted by Vodafone.  Please note that a XX GBP compensation on its own would not be acceptable by me as it is not sufficient

I’ve posted extensively on the forum as user lab1301 “Unable to set call barring after switching to S4 mini with “Call barring rejected” message” via link:

http://forum.vodafone.co.uk/t5/Samsung-Galaxy-S4/Unable-to-set-call-barring-after-switching-to-S4-mi...

Subject: Re: WRT165 [#9534660]

Hi Lakshman,

Thanks for your reply.

There is no further update on the account about the issue which has been raised to the 3rd line technical team. Please wait for 3 - 5 working days to check if we get any update on the account.

As advised earlier, if there are high usage on your phone then our credit alerts team may check on this and take action if required for any unauthorised access. To be on the safer side you'll need to contact the customer service team and report your phone lost/stolen as soon as you find it missing so that the bar can be placed on the account for any mishap.

Kind regards,

Sudeep (Removed for security)
Customer Service Agent (eForum)

Vodafone Limited

[Retired-Kay]

Hi @lab1301 

Can you let me know the email reference number from the email you sent yesterday please? It looks like #9555655. 

Thanks, 

Kay

[lab1301]

Hi Kay,

The acknowledgement email from vodafone had the following subject line:

WRT165 [#9795120]

[lab1301]

Hi,

I’ve just emailed the unedited version of the text below to customer services and the subject line of the acknowledge email from Vodafone is: WRT165 [#9826749]. Can you please refund the amounts I’ve asked for promptly?

Hi Darshit,

Bearing in mind that you have not provided a call barring password, which, I would have expected, I’ve just done the following:

1. Removed and replaced SIM and rebooted Samsung S4 mini
2. Selected ORANGE CH as the network operator and then selected swisscom

I then dialled +44 XXXX from Zurich and the call was barred.    I get a sense of deja vu here and we’ve been here a number of times before haven’t we?  In one of my previous emails I stated that the Vodafone support process is broke and I can’t see vodafone fixing this issue.  While your tech team are trying to fix this can you please do the following with immediate effect:

1. Reduce the monthly charge on my contract to X GBP back-dated to the start of the contract (in other words refund: XX.50 GBP).    My DD will need to be amended to X GBP going forward
2. Pay the XX GBP compensation

If you feel the above is unreasonable or need clarification then do please feel free to explain to me why I should pay full charges for a service that you have not provided from day one as per contract.  When can I expect the funds to be in my bank account?  If the issue is still not resolved on the 1st of May, that is six months after the start of the contract, then we will need to discuss how we progress any further on this contract.

From: Vodafone Customer Services
Sent: Mittwoch, 18. März 2015 17:15
To:
Subject: Re: WRT165 [#9795120]

Hi Lakshman,

Thanks for your reply.

I've checked with our technical team and they've confirmed that the issue has been resolved by now. Can you please perform a soft reset and a manual roam on your handset? To perform a soft reset, please switch the phone off, remove the SIM, insert it again and switch it on.

To perform a manual roam, change the network  manually to any other network and then change it back to an available network.

Once this is done, please try dialling a number by adding the country code before the number and let us know if you're able to call that number.

Thanks,

(Removed according to House Rules)

[Amanda]

Hello @lab1301 

Thanks for getting back to us. 

We'll reply to your latest email once we reach it in our queue.

Thanks, 

Amanda 

[lab1301]

Hi Customer Services,

An email was sent on the 26th of April at 19:27 requesting the PAC code to be re-issued.  The subject line of the vodafone acknowledgement email is:      WRT165[#10170454]

Could someone please respond?

Thanks

[Ben_H]

Hi @lab1301

I can see this was replied to back on Wednesday.

Thanks,

Ben

[lab1301]

Thanks Ben. Yes I got the PAC code by Wednesday and used it on Thursday as I was back in the UK over the bank holiday weekend.

Just in case anyone finds this post when googling call barring issues then here is a summary on how I would approach resolution of call barring issues:

1. The call barring password is a network password and is device independent. However, the call barring password is also stored in your sim card which is probably why Vodafone were sending me new sim cards in trying to fix my issue
2. If you repeatedly enter the wrong call barring password then you will lock the call barring option and this can only be unlocked by the network provider (Vodafone) and has got nothing to do with the handset manufacturer or your device (whatever it may be)
3. The default barring pin that worked for me on a Vodafone PAYG sim was 1919. On Three the barring password and PIN would be 0000
4. I believe that the problem I have on my Vodafone contract sim is a locked call barring password and it looks like Vodafone third line are unable to unlock it. I had exactly the same issue with Orange after switching contracts and again they were also unable to unlock a locked call barring password which is why I joined Vodafone

When abroad I use call barring to protect myself against phone misuse should a contract phone be lost/stolen so obviously a contract phone without call barring working is too “high risk” for me. Most of the staffers who man 150 don’t seem to understand why customers like me need/use call barring.

I’m now in the process of moving to a new provider and I asked them some basic questions on PIN codes and call barring and I was told “We don’t have pin numbers on our systems and you can enter any pin number that you like”! Just goes to show that it is not just Orange and Vodafone that have a poor understanding of call barring. Do your own research and don't lock the call  barring option by repeatedly entering the wrong password is what I would say.

Finally, I guess that my professional background helps in problem solving as I’m a strong software developer/IT contractor with decades of experience on complex UNIX based C/C++/JAVA/SYBASE/ORACLE corporate systems. And one of favourite quotes that I tell my customers is “Show me a problem that can be replicated and I’ll show you a problem that can be fixed” and if you read my posts above you will see there are clear instructions on how to replicate my issue on a PAYG sim.