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.

[BandOfBrothers]

Does Vodafone UK still show in your phone's status bar ?

Can you try your sim card in another phone as a process of elimination.

It could also be your masts so please check via status-checker. 

Help in Network-issues-initial-checks-and-template. 

The following may help …

Can you eject your sim and wipe its chip carefully with a soft cloth and then re insert it back into your phone and power the phone back On @Robert_Isaac 

Also try choosing another network in your phone's connection settings and then re choose Vodafone.

This is all to try and get re connection.. 

I assume you've used the sim card to make activity such as calls and texts etc within the last 180 days. If not Vodafone can de activate the sim and account.

Either way contact customer services via Live Chat., 0333 3040191 or the Vodafone Social Media Team's via Contact-us-for-account-specific-queries and they'll check your account.

[Robert_Isaac]

I put the sim in my other phone and it showed as number not registered on the network. 😞

[BandOfBrothers]

Ok @Robert_Isaac 

If it is as I mentioned in my first reply a sim deactivation then time is of the essence to contact customer services on 0333 3040191,  Live Chat or via Facebook or Twitter via the link I popped into my reply.

Either way customer services need to look at your account.

[Robert_Isaac]

I have done it via FB as I am getting nowhere with the other options.

Thank you.

[BandOfBrothers]

Ok.

Hope all goes well for you.

Please do let us know how you get on @Robert_Isaac 

[Robert_Isaac]

This morning I spent over an hour with the online chat to no avail. How I kept my cool I do not know. I was asked the most absurd security questions before anything could be done. What is the point of memorable word and pin?

I accept that I had not made any "chargeable activity" in the last 90 days but to be unceremonially cut off with no warning is outrageous.  I was told to go to my local store but following a COVID outbreak at work I cannot. If I didn't have another phone I would be out of contact over Christmas.

Outrageous. I have 4 phones on my pay monthly account but maybe not much longer.

---

Kaustubh: Please confirm when was your last interaction with Vodafone?
Robert: Not sure what you mean.
Kaustubh: Means, tell me date when you had contacted us most recently over the chat or call?
Robert: I tried to contact someone yesterday on chat, then I went on the Community Forum and was pointed to your FB where I left a message yesterday evening.
Kaustubh: Ok. Sorry the last interaction date is not matching.
Kaustubh: Please confirm when was your SIM activated/purchased?
Robert: I have no idea. it was a long time ago for the PAYG number.
Kaustubh: You can give it a try Robert. You can help me with the year and month.
Robert: The question is totally unreasonable and I cannot see how it is a security question. I have no idea and I can't even give an estimate.
Kaustubh: Ok.
Kaustubh: Please confirm the last top up date and amount?
Robert: I think it was £5 or £10 but no idea when. These are not things people remember.
Robert: I left a message on your FB support page at 1829 last night about this.
Kaustubh: Ok.
Kaustubh: I'm sorry, We're unable to clear the security check on this chat.
There are limited type of questions to be asked and the one you answered is not matching with our records.
Kaustubh: The account seem to have got disconnected as not used for more than 90 days or probably you didn't top up or made any chargeable activity.
Kaustubh: To reconnect this account, I suggest you to visit the nearest Vodafone store with your valid photo id proof.
Kaustubh: They'll validate your account and assist you further with it.

[AnnS]

Hi @Robert_Isaac 

I guessed this was due to not having made any chargeable activity from the SIM.  However, as per the T & C's the cut off time is 180 days not 90.

Vodafone don't usually disconnect without prior warning and you should have receive a text notification asking you to top up or make a chargeable connection, providing you had the phone turned on, this should have been received.

You may have had a live chat but you have not yet been contacted by the Social Media Team, you should get a response within 24 hours, probably sooner and will hear back sometime today, they are the Team who will get this solved for you.  

[Robert_Isaac]

Thanks, hope so. I didn't get a transcript sent to me but took a copy/paste of the chat and sent in a complaint about the session.

Bob

[BandOfBrothers]

Hi @Robert_Isaac 

Unfortunately we've seen this before from posts on the forum which is why I said in the very first reply to you  " I assume you've used the sim card to make activity such as calls and texts etc within the last 180 days. If not Vodafone can de activate the sim and account. ”

Fingers crossed they can get this sorted and your mobile number reinstated for you.