Home Broadband Order - fails 'Something's not right with your personal details'

[PRobbo74]

I have changed browsers, cleared caches, and use different bank accounts to verify.

Still no dice

[annoyediphone]

From a Google search I did when I first got this error, I can categorically state that I am not the only person with this issue. 
There’s even at least one other person currently posting who has it too (I shared a link with the Vodafone rep on a Twitter DM). 

And regardless, it shouldn’t matter if I’m the only one, from a customer service point of view. 
It’s not great when I’m trying to move to Vodafone and I’m having no help with an issue before I’ve even joined - when they should be wanting my money. 

For what it’s worth, I’ve followed all the usual steps, different browsers, cleaning cookies and have mentioned this to Vodafone. 

Since nobody from Vodafone wants to sort the problem out, I can’t be bothered to waste more time. 

[Jayach]

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@annoyediphone wrote:

Since nobody from Vodafone wants to sort the problem out, I can’t be bothered to waste more time. 

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Very sensible.

[Beth]

@annoyediphone We're unable to review a third party's website for errors as we don't own the site. If you're receiving a DNS server error, this could be a whitelisting issue, which we can escalate our side; however, if there is a direct issue with putting your details in the third party website, we wouldn't be able to assist with this. We can only recommend that you take the deal out directly with us through the website or a sales agent if this is available through our website

[Canny_mal]

I am having the same problem as the other posters on here. I must have tried over a dozen times since a week past Wednesday and every time it either says there is a problem with my personal details or that the address entered doesn't match the one held on my debit card (even though it does).

I rang Vodafone last Saturday and as soon as I said I was having a problem placing an online order she said oh are you trying to go through a third party to get a voucher. When I said yes she said she'd had a number of calls from other customers who were having the same issue. She said Vodafone can't do anything about it even though I pointed out the website I'm trying to place the order on is www.vodafone.co.uk. She said all she could do was place my order over the phone but then I wouldn't get the voucher. This is totally unacceptable.

I have tried 5 different devices, 3 different browsers and cleared my cookies every single time but the same error keeps coming up when I click to submit my order.

Is no-one at Vodafone prepared to a) acknowledge that there is a problem and b) investigate and resolve it?

[Effie]

Hi @Canny_mal I hope you're well. I know this issue is frustrating and I am sorry that you are also experiencing problems placing the order online. 

So I can be sure we are on the same page, did you try and place the order on a third party site as you advised the agent on the phone or did you try to place the order on our direct website? 

[annoyediphone]

@Canny_mal have you moved house within the last few months, changed bank, or are you not on the electoral role? 

I’ve now tried to order Vodafone broadband directly on the web site, because I want the fast service (so I’m putting aside the fact that I can’t take advantage of the gift voucher offer).

Unfortunately,  I’m getting the same error as before. Therefore, I tried to check my credit rating (the Money Saving Expert web site explains how), but using my new address, I was unable to do it, because it said my details didn’t match. 
When I tried again, using my old address, it allowed me to check and I can see what I already know - that my credit rating is the highest it can be. 

I can only conclude that this is the reason for my order rejection - the address held by the credit reference agencies is wrong (at least for me). 

This is completely absurd and I find it really difficult to understand why nobody at Vodafone would want to investigate and do something about it!?! 

I can order goods worth hundreds of pounds to be delivered to my new house and my credit card companies/ bank/retailers are completely happy with that, but for some reason Vodafone won’t supply me with broadband at cost of £38 per month?! It makes no sense!! 

And of course I’m getting really hacked off. 
This needs a human being who wants to help, to intervene. 

Vodafone, please step up and escalate this issue. 

[Beth]

@annoyediphone We'd be happy to escalate the issue if you're still receiving an error through the Vodafone website. Please reach out to the Social Media team here so we're able to raise this to the correct team for you. Please provide them with a link to the thread and your username here and they'll be able to get up to speed and take the required screenshots from you

[Canny_mal]

Hi Beth

I have already contacted your complaints department by telephone and provided them with the screen shots. I think they have finally admitted that the problem lies with them and not with the third party.

Here is the error messge I got everytime I tried to place an order. Every time I speak to someone from Vodafone they keep trying to tell me it's an issue with the third part website but is this, or is this not Voadfone's own website where i'm getting the error? I believe vodafone.co.uk belongs to yourselves, not any third party. It just feels like Vodafone are happy to pass the buck and not take responsibility for an issue that is affecting numerous people who are trying to place an order.

[Canny_mal]

hi annoyediphone

Thanks for your message. In my case we have been in the same house for over 40 years and have had the same bank account for nearly as long. We're alos on the electoral register so that's not the problem either. It just seems like Vodafone's system doesn't work properly. I don't have this hassle with any other company I do business with online.

[Jayach]

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@Canny_mal wrote:

It just seems like Vodafone's system doesn't work properly. 

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I think you are right.