World Traveller - "not available" with pay monthly standard price plan ???

[allycat]

I have a Vodafone account with four pay monthly phones on it (myself, my wife and two sons). The plans are not all identical having been added at different times but all are pretty similar (between £14-£18 per month).

My phone and my wife's phone both have World Traveller added to them but when I try to add them online for my son's phones the online account says it is not possible.

I have tried adding using a text message and get the message it is not possible.

I have chatted online with a Vodafone adviser who says that since they are under a Standard Price Plan (12mth SIMO 600min Utd SMS, 1GB 4GStandard) then World Traveller is not available as it is only avaialble with higher price plans. I have attached the chat log screenshots.

The World Traveller pages on the website do not mention this anywhere. They say that any Pay Monthly phone can have World Traveller as long as they are not business accounts. There is no mention of price plan restrictions. 

How can I get this resolved urgently as we travel to Australia next week?

[AnnS]

Hi @allycat

It won't be the first time Live Chat have given a customer totally incorrect information.  

You would be able to opt in to World Traveller by texting ADD to 40508 or calling 5555.  If you have already tried this without success, please try live chat again, you may have better service with a more knowledgeable agent or call Vodafone. 

If you continue to have problems, please come back to the forum for one of the Team here to help.

There is further information below.

World Traveller

[allycat]

Thanks Ann for your reply.

I have tried adding it by text on each phone, with no success.

I suspect that there are deeper issues than chat agents who are not fully conversant; we had some issues transferring those numbers into pay monthly from pay as you go in 2015 and 2016 and I suspect that the deep rooted issues in Vodafone's systems may be to blame. Both the online and text systems refuse to play ball and the system is telling the chat agent that it cannot be done either. 

The reason I came to the forum is in the hope that a Vodafone technical resource can look into it as I don't have the time or the will to try and deal with it on the phone with a call handler who will simply tell me the same answer as the chat agent and the online account and text system. I know this from bitter experience with the transfer process.

Anyone from the tech team want to step up and help ?

Many thanks in advance.

[Rahim]

@allycat I've sent you a private message with details on how to get in touch.

[allycat]

Thanks Rahim

I have sent you the details using the form you linked to.

regards

[allycat]

Dear Rahim

I have still not heard back from you or anyone else on the tech team after I replied to the private message you sent me. What is going on ? We leave for Australia today and I expected a response from someone before now. Please can you resolve this for me and get World Traveller added to the two numbers I have asked for?

regards

[allycat]

OK so now we are entering the realms of a Kafka novel.

I posted the original message on 8 Dec and got a message on the forum from Rahim on the tech team on 9 Dec saying he had sent me a private message with details of how to contact them through a secure form using a specific code. I duly followed the instructions and logged my query that way. I also confirmed back to Rahim my replying to his private message AND posting on this message thread that I had followed his instructions.

Then radio silence until this morning when I posted a follow up message on this forum to try and chase up the query AND sent him another reply to his original private message to me.

What response do I get ?

"Due to the amount of queries we receive on the eForum, we’re unable to respond to PM’s. Please follow one of the options below, to ensure your query is resolved as quickly as possible."

So I can post a message on the e-forum, get a private message asking me for the details for them to follow up, which I then do as asked, but when I get no response I am not allowed to follow up with the person from the tech team who offered me the chance to get help ... IT IS RIDICULOUS

Once again, does anyone on the tech team want to step up and help me out to resolve this query TODAY before I fly to Australia ???

HELP ME !!!!!!

[AnnS]

Hi @allycat

It would be nice to get you a response today, you need World Traveller before leaving the UK.

If you replied as a PM, you will be waiting forever for a reply, PM's containing account information are insecure and are immediately deleted.

You need to following the instructions in the PM, click on the link, put the routing code in the subject heading by itself with nothing else and no spaces.  The reply has to go by secure email not PM.  Within seconds of sending the emailed reply, you will receive an automated reply starting with a #.  For example #123456.  As soon as you have the automated reply, you need to put the number on the thread for one of the Team to pick this up and get back to you ASAP.

[Rahim]

@allycat You'll need to contact us via the link within the private message I sent previously. 

Please note we're unable to respond to messages sent to our own personal inbox. 

If you're having issues contacting us, please test the link on a different web browser and ensure you clear your cache and cookies. 

[Anonymous]

@Rahim,

The OP has clearly stated that he replied using the form as instructed.  I do wonder however if he sent this as an attachment in a PM rather than using the "send" option, although that seems a very strange way to do things