Number not recognised

[Robert_Isaac]

My PAYG number has suddenly stopped working even though I had a call on it earlier today.  If I ring it from my other phone it states it is not valid. I checked on the online top-up page and the number is not recognised there too. Yet the number is shown on the phone as correct.

I have given up trying to get in touch with someone on the phone. Speaking to a computer is most infuriating.

[Robert_Isaac]

Well if we can fly to Mars then it should be possible. I and possibly others do not count the days to ensure chargeable activity takes place. It is intended for incoming calls for my car club to keep calls from my personal mobile.

Thanks for your help.

[Robert_Isaac]

At 1641 I got a response on the FB support page from someone at VF who said they could fix this but needed answers to two security questions. He asked the same two absurd questions that were asked during the online live chat in the morning. I replied but not heard a thing back.

Lousy support.

[BandOfBrothers]

I'm sure they'll get back to you ASAP @Robert_Isaac 

A busy time in these unprecedented time's.

[Robert_Isaac]

I have no issue with the time taken, it is those absurd security questions.

[BandOfBrothers]

I know they may seem absurd but if those stop potential scammers taking control of your Vodafone contract and in the extreme then using that to take control of a bank account or upgrade to a new phone and get their hands on said phone then it's all good at the end of the day @Robert_Isaac 

[AnnS · Accepted solution]

---

@Robert_Isaac wrote:

I have no issue with the time taken, it is those absurd security questions.

---

@Robert_Isaac 

These are not security questions, from the sound of things you have already passed data protection questions.

You may consider the questions absurd but Vodafone are trying to locate the SIM number in the system and get the number back online for you, the only way this can be done is to find when you may have contacted Vodafone with a previous question about your account or ask an alternative question that may help to locate the SIM number.

If you answer the questions the best you can, this gives Vodafone the information they need to locate the number in the system and gives you more chance of getting the number back.  If Vodafone are able to locate and get the number back online, it is important to remember to make the occasional outgoing activity, this will keep the SIM active.  

[Robert_Isaac]

Perhaps if they explained what they were trying to do I would have understood, but to call them security questions is misleading. I have looked back over several years of the magazine that the number is listed and found the month and year it first appeared, so hopefully that will assist them.

Thank you for explaining the situation in a better and more understandable way.

[AnnS]

Hi @Robert_Isaac 

It sounds like you my have been using the phone for incoming calls only and not for outgoing, you need to keep the SIM active with outgoing activity, it's the only way the network can know the SIM is still in use.

However, as it's only been disconnected today, you have every chance of getting the number back, you can try topping up using an alternative method here: top up if the SIM accepts the top up, this will bring the SIM out of restriction.  If this does not work speak to the Social Team and they will help where they can.