My Data SIM only order is still in open status- even though a SIM was delivered to me

[TheRedFox]

Hi,

I've placed an order on the 19th Dec which was Sunday for an Unlimited Data SIM (£33/mnth).

The SIM was delivered Tuesday morning, and ever since then I've been trying to get it working.

I've managed to talk to someone using the live chat multiple times and each time they escalated

the request to their dedicated team. Unfortunately my SIM is still in a non-working state, with no one

telling me what the actual problem is. I know I passed the credit check because it shows up on my

credit report, but my bank account was not charged yet. According to the agents, this has nothing to

do with my service not working, but I suspect that these things are usually paid for in advance. So what

can I do in a situation like this? The order tracker shows that my order is in the "Order confirmed" status,

even though I have the SIM already? (Is this what they were reffering to as "an open order"?)

No direct debit was set up on my account either?

Please help me, I need this thing working before Christmas and because it's Thursday now I'm actually

panicking. Please do not direct me to twitter & facebook as I am not using any of those services.

Thank you for your help.

[wharfedale66 · Accepted solution]

Is there no service at all on your handset using the new sim card sounds like the SIM has not been activated.

If you can text or make a calls you may need to update the APN details on your handset to access the data side of things here

It does seem odd that your order status still states "order confirmed" and you have already received your SIM, unless the sim was delivered so quick the order status has not updated quick enough?

You are probably referring to the hard credit check showing as a search on your credit file which isn't necessarily an indication you have passed the credit check, that's just a search.  But the fact a SIM has been posted to you  certainly doesn't sound like your credit check has been declined.

If you don't use Facebook or Twitter & live chat couldn't help,  I believe the only avenue left for you is to call customer services on 0333 304 0191

Sorry I'm pretty new here at the Community Forum but I'm sure someone more experienced will pop by soon to help direct you to getting this sorted out 

[TheRedFox]

Thank you for the response.

I am unable to use the SIM at all, the device shows "No Service".

When I tried to use the phone number to fill out the SIM swap form for the first time (on Tuesday) to get it activated,

the response from them was "We can’t complete your SIM swap [#XXXXXXXXX].....

Thank you for requesting a SIM swap for the number XXXXXXXXXXXXXX.

We want to get your new SIM set up as quickly as possible, but unfortunately we weren’t able to find an account for the mobile number you provided."

The number for this SIM wasn't written on the sleeve that came with it, the agent told me what the assigned number for this SIM was.

[BandOfBrothers]

Hello @TheRedFox 

Not a great start to your new service !

What device are you placing the Data Sim in ?

Is it unlocked to allow a Vodafone sim card ?

Can you try another device ?

Unfortunately there is no account access via this forum so the Vodafone Social Media Teams can't help from your post here.

I appreciate you choice not to use Twitter or Facebook but in this case as the Vodafone Social Media Teams only have access to accounts via those routes maybe just create a Twitter Account to make contact to get this resolved and then de activate it. Contact-us-for-account-specific-queries. 

The other options would be to call Vodafone or keep using Live Chat or pop into a Vodafone Highstreet Store. The stores are not really in place to deal with account issues but I'm sure they'll want to assist. Take any correspondence and Photo ID.

I wish you all the best with this situation. 

[TheRedFox]

I have two 4G modems a ZTE and a Huawei, both unlocked. Was using a 3 SIM in both of them so they're in working condition. Tried the Voda SIM in both of these with the same results.

I used to use Facebook, but it was de-activated years ago, I guess I'll just have to re-activate it. Thank you for the response.

[TheRedFox]

There's a usless bot on the other end with a set pre-defined problems & quick answers.

My specific problem is not listed there. What I would like is to talk to a human an actual human, who

can tell me what is going on. Surely there's a reason why it hasn't been activated yet....

Don't these guys have a phone number I can call from a non-Vodafone SIM?

To handle account specific queries? I do not have an exsisting Voda SIM as I'm a new customer.

How do I get pass the bot on facebook to talk to someone? I know it's early (6am), but I'd like to try

that later. I wanna make sure I did everything on my end to get this SIM working.

[TheRedFox]

Hi,

I did look at the page you linked and did set up the APN on my 4G modem as per the instructions.

It didn't change anything. I removed the SIM and re-inserted it, again, with the same result, "No Service".

At least APN settings are correct on my device so we can rule them out as a cause.

My SIM just won't register on the network. My device should say "Vodafone" instead of "No Service".

On that same page there was a step where I had to register my broadband, but when I entered my number

I got the following message:

"Please try again later - if you continue seeing this message please contact us.: 491 - [Error ref 1w0]"

That makes me think that the number I've got is not in service yet.

[WelshPaul]

A direct debit takes a few days to setup, it's only the 23rd now and you ordered on the 19th...

The SIM clearly hasn't been activated. In fact, it sounds like the account/order hasn't been fully setup/completed.

If it was me, i'd probably just call up and cancel under any cooling off period. Hell doing so might actually get someone to help you get it sorted!

[AnnS]

@TheRedFox 

Understand you don't want to go through the same process as you have already tried with live chat.  If you follow this link Complaints you should be able to get this sorted very quickly.

[MarkD]

Hi @TheRedFox, if you're met with the Bot on our Facebook channel, just select 'Get Started' followed by 'Asked to DM' to get connected to the team. If you can include your Community username and the link of this post in your message that'll be great. It sounds like an account has been created but the SIM Card either isn't activated or registered against the account, our Facebook team will be happy to check the reason and help to get you up and running. Without having access to your account it's hard to say the reason behind it, but please do keep us updated.