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Broadband activation

Can't log in to my account

Xenofar
2: Seeker

I placed an order for Vodafone Broadband 4 days ago. Got an email with username and temporary password saying to log in to activate it, but I keep getting errors when I try.

 

1st try, it asks for username and password and then says "Sorry. An unexpected error occurred when trying to log you in. Please wait a moment then try again."

2nd try, it asks for security code sent to my mobile. Upon entry it says: "Sorry. Internal server error."

3rd try, it asks me to input a new password but when I do, it says "Internal server error" again.

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32 REPLIES 32
AnnS
17: Community Champion

Hi @Xenofar 

 

You have placed the order but your service has not been activated, before you are able to set up and log on to your online account you will need to wait until your service is fully active on the network.

 

Further information here: Get started with Vodafone Home Broadband 

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Xenofar
2: Seeker

@AnnS wrote:

Hi @Xenofar 

 

You have placed the order but your service has not been activated, before you are able to set up and log on to your online account you will need to wait until your service is fully active on the network.

 

Further information here: Get started with Vodafone Home Broadband 


I was previously with Vodafone 2 years ago though and I have 3 emails from back then for order placement, username/temp password, and password change confirmation which are time stamped within a few mins of each other. I know for certain I was able to log in immediately back then. Over a fortnight prior to my service activation.

 

Also, I received this text message earlier in regards to my recent order:

Just to confirm, your Direct Debit is all set up. To make sure your details are correct, and to Direct Debit guarantee, head over to www.vodafone.co.uk/my-vodafone-account then choose 'Billing', followed by 'Payment Method'

 

Why would Vodafone email instructing to log in to activate the account and also text about checking details on the account, if it's apparently not possible until service is active?

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Evie
Moderator

Hi there @Xenofar - I appreciate that that text message does make it a bit confusing, that is the automated text we send out when a Direct Debit is set up. As @AnnS advised above, in order to be able to access your online account you'll need an active service on the account. As soon as your Broadband services are active you'll be able to log in 😊

If you would like us to check the status of your order, please get in touch with us on social media. Make sure to include your landline/account number and a link back to this forum thread to save you repeating yourself.

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gipjon
16: Advanced member

This issue is old and has never been fixed and yes you are 100% right in what you are saying xenofar. It's not fair on customers. It disgusting 

First thing anyone does is to try and log in your account to check everything is correct . 

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Jayach
16: Advanced member

On the post below, the OP says he logged into the customer portal before the order even got to completion, so the comments above from the cc and Mod can't be true.

If you get error messages - cancel order immediate... - Community home (vodafone.co.uk)

I can't remember for sure now, but I think I checked my account before my service was active.

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gipjon
16: Advanced member

Hi there . I appreciate that this has not been the best experience for you . In order to stop this from happening to other customers can you Please fill out this form 

https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoringg

The best thing people can also do for this ongoing issue is contact Ofcom on social media, you can find them on TwitterFacebook and Instagramor you can phone on 0300 123 3333 or 020 7981 3040

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Xenofar
2: Seeker

@Jayach wrote:

On the post below, the OP says he logged into the customer portal before the order even got to completion, so the comments above from the cc and Mod can't be true.

If you get error messages - cancel order immediate... - Community home (vodafone.co.uk)

I can't remember for sure now, but I think I checked my account before my service was active.


Yeah, I was able to log in before order completion when I was previously with Vodafone. Mentioned it in my 2nd comment but the mod reiterated what the cc said. Although threads like this one make me wonder if there's another issue that will still be present even after activation.

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KeithAlger
16: Advanced member

It actually gets even more confusing, because if you have your Web-Order number you can check on the progress using: https://www.vodafone.co.uk/webcenter/portal/myvodafone/ordertracker.  The oddity being that these order will not attach to your account until completed!

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ZalidTheBur
3: Seeker

I've just been banging my head against this issue for the past 2 days.

I received an email after placing my order stating:

"Just to let you know, your My Vodafone account is almost ready. All you need to do to activate your account, is log in using the details below"

But I've had the same issues as the op.

Are you telling me that Vodafone are so stupid that they send out an email telling you to activate your account but that it is not possible until the order is activated ???

I even tried to use the online chat but even that seems to not be working. All I get is "Loading, please wait".

Not impressed at all.

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Jayach
16: Advanced member

@ZalidTheBur wrote:

Are you telling me that Vodafone are so stupid that they send out an email telling you to activate your account but that it is not possible until the order is activated ???

 


I'm not telling you that, you seem to have figured it out yourself.

Welcome to Vodafone.

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ZalidTheBur
3: Seeker

LOL. It does make me wonder if I made the right decision in chasing the much lower price. Ah well. I 've rolled the dice and will see how things go.

 

Just had a chat with them online and it seems that some can activate their account, while other, like me, have to wait until their order activation date. Very flaky system.

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Jayach
16: Advanced member

I thought the same for the first 3 months, it's settled down now, but I have a horror of what will happen if I need to contact support in the future. As soon as my contract is up, I'm off.

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Xenofar
2: Seeker

@ZalidTheBur wrote:

I even tried to use the online chat but even that seems to not be working. All I get is "Loading, please wait".

Not impressed at all.


Was the same for me. Turns out it was my adblocker that prevented it from loading. I just went in circles with them though. My account was reset twice. Once before posting this thread and again afterwards because I decided to ask online chat to confirm that I can't log in until activation. Not only did they not confirm it, they reset it again without prior reply. Today was my activation date. Currently using my Vodafone connection which went live shortly after midnight. Still unable to log in to my account.

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ZalidTheBur
3: Seeker

It is definately nothing on my end. I have tried in 3 different browsers and just tried Edge InPrivate (as that is how I finally got the online chat to work). None of them work.

I can well believe that it is because my account is not active yet and why I keep getting "internal error".

I'll see what happens on June 23 when the order is active.

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Xenofar
2: Seeker

@ZalidTheBur wrote:

I'll see what happens on June 23 when the order is active.


My account is now accessible. It still didn't work yesterday evening though despite having gone active shortly after midnight. First thing I noticed was that my "future bill" is 2x my monthly cost. It seems that since the first month's bill hasn't been taken yet, it's currently showing as an "out of plan charge" on top of next month's bill.

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Heuntar
3: Seeker

I am a new customer who has just received my router in the mail and is now experiencing this issue. Everything has happened exactly the same as OP describes, with texts and emails prompting me to sign in, only to be faced with error messages. The main one at the moment is that I’m unable to claim a gift voucher that was dangled in front of us when we registered. 

Our service is due to be activated in a few days so I will sit tight, though it’s not a great start I must say. 

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MarkD
Moderator

Hi @Heuntar, if you're still unable to sign in when your service is live, drop our Twitter or Facebook team a message and they will be happy to help. If you can include screenshots of any error messages that you're getting, that would be really helpful. You can find all the contact details here

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Cynric
12: Established

I must be missing something, but here goes.

Why do the Mods always trot-out the social media solution to people who have account or services issues that mean that they have no broadband? Why not hand out the telephone number too?

This is particularly relevant given that so many people have reported that connecting to chat doesn't work for many unless they launch a browser in private mode. Maybe the Mods are too young but it reminds me of old televisions shows where a character would be seen holding the TV antenna while standing on one foot and touching a radiator with one hand.

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gipjon
16: Advanced member

Yes it's very stupid and no idea why this has been like this for as long as I can remember. But you cant log into your account untill the broadband has been installed and is working . So you can't check every thing is correct unless you phone up and ask for the order info is texted to you phone. Some user have a Web tracking number which does give you some info . As far as talking to vodafone about this issue. It is a waste of time because the staff can't do any thing about it . TUT TUT on you markd 

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