Web Form Broken for Switch Credit

[Electrolux567]

Hey there. Hope you had a good Christmas. This is probably one for an admin or moderator? 

The form for claiming switch credit is directing to a non-responsive web address that times out 😊

The form is here:  https://www.vodafone.co.uk/switching/claim/

When  you complete the form, and press the submit button, it tries to send the form to this address: https://new-forms.vodafone.co.uk/ but this server appears to be down and eventually times out. 

I’ve reported to Customer Services but not sure they got what I was meaning. 

Trying to ping new-forms also times out. Could you take a look as can’t submit the form for a switch credit 🙏

[Remi]

Hey @Electrolux567. Thanks for getting in touch and I had a lovely Christmas, thanks for asking and I hope you had a good one too. In regards to your query, I know it sounds very simple but have you attempted to clear all caches an cookies and maybe try from another browser function also. Keep me posted if and when you try these steps and we'll move onto further avenues if the problem persists. 

[Electrolux567]

Hey Remi 

I did cheers and hope you did too. 

Yeah it’s deffo your end. Happens on phone, laptop and PC and also over mobile data. I tried with a different browser too 🙏

[Remi]

Hey @Electrolux567. Thanks for letting me know this and thanks for being patient while I respond, I've liaised internally and there are aren't any known issues with the website, so when is the issue arising upon the submission of the form? Remi 

[Electrolux567]

Hey @Remi Cheers for that. I've attached a couple of screenshots.

The form located at https://www.vodafone.co.uk/switching/claim/ is fine and you can fill it in normally. 

When you hit the Submit button, it sits there with the Vodafone logo spinning for a bit then the browser redirects to:

https://new-forms.vodafone.co.uk/forms/SwitchingForm

It sits there for a moment then responds with:

This site can’t be reached

new-forms.vodafone.co.uk took too long to respond.

Try:

• Checking the connection
• Running Windows Network Diagnostics

ERR_CONNECTION_TIMED_OUT

So new-forms.vodafone.co.uk isn't working it seems?

[Remi]

Hey @Electrolux567, Thanks for sharing the screenshot. Have you currently got any other products with us at all? 

[Electrolux567]

No @Remi just broadband service 👍

[Remi]

Perfect @Electrolux567 , can you drop my team a message here please as I can't access any account information via this forum. We'll need to take your Broadband details so that we can escalate it internally as part of the referral will ask for account specifics. Please tell my team when you message them, that you've been asked to get in touch to raise the issue through the SOS hub as an online defect. They should know what to do from there and kick off the escalation. 

[Electrolux567]

Perfect @Remi Thanks for this. I'll drop them a message via Facebook Messenger. Really appreciate your help so far and have a good new year! All the best.

[Remi]

No problem at all @Electrolux567, we will look to raise this internally and once this has been done we can keep you updated on the progress.