Online account error

[mike37p]

I get the following error message when I sign on to my account - under the account summary tab

"Sorry, there seems to be a problem

We're working hard to fix the issue, so please try again later.: 104, Unexpected error: Invalid Data Value - AccountID should be Numeric(Error codes: 104_ null) - [Error ref 1j2]"

I've reported this and was told it would be fixed in "a few day" but no-one would contact me when it was!

Its a few days later, it isn't fixed and no-one has contacted me.

To me it looks like an internal error where the account number (which starts AM) isn't compaitble with a new update.

Any ideas how I can sort this out? 

[srpsrp]

This is the same brainless response I get whenever I tried to report this error. I can only assume whoever is responsible for this mess is still on their summer holiday or something.

[Annie_N]

It's hard to see what further evidence of the problem can be required, given that your system has generated a clear and unambiguous statement of the error that it has encountered. On the basis of the regular statements on 2345 last year that 500,000 customers had bought a BVB in the previous month, a broad assumption that there might be an equivalent number of non-BVB customers, and a wild guess that 10% have accounts old enough to be alphanumeric, this could amount to 100,000 accounts affected by the problem.

I give below screenshots of the error encountered by my three AM account. I also hope to attach a PDF of the screenshots, as bizarrely that will be available immediately (via the Options drop-down below the post), whereas we have to wait for the in-post images to be approved. That also includes a 4th error, but I assume that by the time I'd logged in to 3 different accounts in rapid succession, I was simply running into cookie problems, to which the Vodafone site seems unduly prone.

[mike37p]

I agree. I'm really not going to go around in circles again. 

No response to my email reply so far. Let's see if anyone takes this seriously. If not I'm off.

[Gavalar]

Spent an hour talking to support about this. Even went as far as deregistering my MyVodafone account and making a new one. Still doesn't fix the issue as its the account number for the mobile number that's the problem.. How has this not been fixed. Always told to wait 24 hours...

[mike37p]

It's so obvious that there is a program issue that needs resolving.

Seems like the start point for Vodafone support is that the account is the problem. That's fair enough if it's only one account but this proven to be all accounts with alphanumeric account ids.

This is going to run on and on with little resolution.

[Annie_N]

I could understand the need for further investigation if it were one of those infuriating problems that just produce the maintenance page - in which case it may or may not be the account which is at fault - but in this case a clear error report is generated with a precise description of the problem encountered. Presumably the older PAYG test accounts also generate the error. If they don't, then tell us, and at that point I might re-consider my refusal to participate in what I currently see as a pointless farce.

The whole point of error reports is that customers report them, and they are passed back to the programmers for rectifying. It is a disservice to both customers and programmers if the error reports for a recently introduced error are not passed back for action.

[Tash]

@mike37p We'd need to complete security with you as we'll be accessing the account to monitor the issue and to update the notes on your account. We'd also be unable to complete further troubleshooting or escalate this to the dedicated team without going through this process first. Please be assured that once this has been completed, we'll be happy to raise this to our specialists and work to resolve this.

Thanks @saguaro - I can see we've received your email and will be in touch as soon as possible to help.

@juds @srpsrp I've been unable to locate an email from the registered addresses on your Community profiles. So I can check on the progress of this for you, please get back to us with the reference numbers you received in the automated email response from us. This will look similar to #12345678.

@Gavalar Thanks for flagging this to us - I'm sorry to hear you're facing the same issues with your online account. Please contact us through the message I've sent and a member of our team will be in touch with you to help.

[mike37p]

I don't believe that this is a reasonable request. You have all the information you need to resolve this general programming issue. 

If you don't show that you are are willing to resolve a general issue without getting detailed reports on every account then Vodafone has wider issues than I thought.

The error is a simple validation statement that most school children could recognise and fix without much difficulty.

I am not prepared to get into a full investigation that I'm told will change my account details and possibly cause me more hassle and issues for no valid reason.

My decision about staying with Vodafone is getting closer and I will go elsewhere if Vodafone doesn't get serious about owning and fixing a trivial problem that has larger consequences.

[srpsrp]

How can Natasha not have had my email but yet I got an email from the forum this gets worse are they taking the mick

[mike37p]

Sadly it seems that Vodafone customer support is very confused. It seems that the process is more important than priblem resolution and customer satisfaction. 

Probably your email wasn't listed in the right place so they can't do any more until it is!