Upgrade causes disconnection...

[topchip]

So I decided to upgrade my Galaxy S4 last night via Carphone Warehouse (because for some reason upgrading directly with vodafone is more expensive). This morning I was rewarded for my customer loyalty by being disconnected. I got in touch and after the usual turn phone off and on again routine I was offered a new Sim in the post. When I pointed out that I should recieve my new phone (with Sim)  tomorrow, I was told everything will be ok when I come to set it up. I'm not very confident of that. How hard can it be to process an upgrade without disconnecting customers prematurely?  I wouldnt mind if the mistake was acknowledged but all I get is we will send you a new sim and it will all be ok. No recognition that they screwed up. So I'm expecting a call tomorrow to check if the new phone works - if not then they will send me a new sim.... Great service.

[BandOfBrothers]

Hi,

Cpw can sometimes give sweeter deals as they pass on some of the kick back they get for opening up a contract. 

We've heard here from people who have upgraded via Cpw. 

The stories we hear are....

Delayed set up of contract due to Cpw being slow in updating Vodafone. 

Cpw opening up a second line instead of properly upgrading. 

What have Cpw advised you - as you are their customer now. 

It's not always the network at issue but can be the independent is what I'm trying to say. 

[topchip]

I see what your saying. To be honest I didn't consider calling them as the fault wasn't with the new phone. My existing phone was disconnected so I automatically assume its down to Vodafone. I didnt think CPW would have much control over that aspect but it is worth a call. Unfortunalety their custmer service closes at 7pm though sales are open until 10pm. 

Thinking about it I, had to upgrade my wifes phone earlier this year (O2) as she lost/had it stolen. Did this through CPW and had issues getting the new phone connected - so maybe they are the weak link here.

My experience with phones from a number of different networks is that everythiong is ok until you decide to change something like upgrade, port number etc then it all goes wrong.

I'll have to wait and see what happens when the new phone turns up tomorrow.

[BandOfBrothers]

Hey,

It's just something that does crop up from time to time especially when Carfone Warehouse is involved. 

[AnnS]

Hi @topchip

You need to go back to Carphone and ask them to sort this out.  Carphone were responsible for processing the upgrade and passing details onto Vodafone.

If there are any problems when you receive your new phone, you need to go back to the point of sale.

[topchip]

Thanks Ann, I'll get in touch with CPW if there is an issue - and maybe just to complain about being disconnected. Though I know if there is an issue, their solution will be a new sim...which means at least another day without a connection.

[BandOfBrothers]

Hi,

A new sim is only needed if the original is faulty. 

Your current sim either needs activating or your account sorted out from contacting Cpw and Cpw liasing with Vodafone. 

[Getafix]

Most likely scenario is, CPW have asked new SIM to be activated before you have if in hand.
Hence your old one is disconnected.
Call Vodafone and check that the active SIM card on your line matches the one you have in hand.
If not the go go a Vodafone shop with some ID and get a new SIM which they will activate for you.

[topchip]

So my new phone upgrade has just arrived and the sim that was supplied with it worked straight away. Now I'm waiting to hear from CPW as to why my exisitng phone was disconected premarutrely - but at least it had a fairly happy ending.