Back to Help and Support
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 
1

Ask

2

Reply

3

Solution

My number does not exist.

Rob965
2: Seeker
2: Seeker

‎26-08-2020 12:46 PM

Trying to top up my PAG phone via 2345 but all i get is sorry unable to top up duevto technical issue.

So, after numerous attempts i contact customer services only to be asked us my number correct and am i sure its a vodafone number. Yes and yes i replied. Advisor said he was confused and would put me through to the team that will be able to sort it out. So next advisor asked same question. Am i sure its vodafone etc. Yes. Yes and i am absolutely sure as its a vodafone micro sim. Ok. She said. Its very strange that we dont have your number. When was the last time you used the phone. Yesterday i replied someone called me and someone sent me a text message. That really strange she said as having no records of the number should make receiving calls impossible as the number does not exist. So can anyone help with this an somehow get my phone registered and wirking correctly. I help a lot of elderly people and dont want to change my number as they are always contacting me on this current number.

 

 

0 Thanks
2 REPLIES 2

BandOfBrothers
17: Community Champion
17: Community Champion

‎26-08-2020 01:18 PM

Hi @Rob965 

 

Yes that's definitely a conundrum  !

As account access isn't available via the forum I would suggest you contact the Vodafone Social Media Teams via Contact-us-for-account-specific-queries as they have.

I'd suggest Twitter and link back to your thread here including your forum username so your not having to repeat yourself.

I wish you all the best with this situation. 

 

🌈 Stay Safe & Stay Alert.  🌈 

 

 

Current Phone  >

Samsung Galaxy s²⁴ Ultra 512gb.

 

 

0 Thanks

AnnS
17: Community Champion
17: Community Champion

‎26-08-2020 02:01 PM

Hi @Rob965 

 

As mentioned by Customer Services, as well as receiving calls, you need to use the SIM for outbound chargeable activity, this is the only way networks are able to know that the SIM is in use.

 

If you have only used the service for incoming calls, this could well be where you have the problem, if you have some left credit on the phone try making a quick outgoing call, this will register the SIM on the network.

 

When you are having a problem with the top up line, you should be able to top up through your online account, Application or online using a card here:  Top Up 

0 Thanks