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Pay as you go

Online account error

3: Seeker

Hi Gemma. As requested, I sent my details yesterday.

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4: Newbie

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.

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Community Champion (Retired)

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.Error A.JPGError B.JPGError C.JPG

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4: Newbie

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.

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2: Seeker

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...

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4: Newbie

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.

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Community Champion (Retired)

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.

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Moderator

@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.

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4: Newbie

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.

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3: Seeker

how can I sort out my alphanumeric problem, as described in previous posts??

AM 00040644829

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4: Newbie

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

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4: Newbie

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! 

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4: Newbie

I have now terminated any communication the (non) support function as they are so process bound that there is no chance of any quick response or fix to this issue.

 

I will be terminating my Vodafone accounts as soon as I can.

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4: Newbie

Interesting story here I wonder if they've gone too far in the other way making things too secure maybe they haven't foreseen a problem whereby the account verification logic does not work itself so no one can get anything done. Here's today's error LOL

 

Screenshot_2018-08-23-07-59-05.png

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Community Champion (Retired)

Interesting - and depressing!

It could well be relevant, although I had read Natasha's recent description of procedure as being entirely relevant to troubleshooting an obscure problem before referring it for action. The procedure doesn't seem very relevant to a situation in which the problem has "self-described" - all that it required is to pass on the information that customers in a certain category are reporting a specific error.

Of course, there don't seem many of us reporting it yet, but I'd think that this is down to the way in which many PAYG customers use their accounts, and to the remarkable degree of separation between account and app. I normally only look at my account once a month, just to check that there haven't been any surprises relating to the renewal of my BVB, but otherwise just use the app unless something there puzzles me. In this case I wanted to look at my account mid-month because the "active since" date and predicted time to renewal seemed at variance - I subsequently realised that I hadn't woken up properly, and that the date was in 2017, and therefore telling me something quite different 

It will be a pity if such an easy fix doesn't happen promptly because Vodafone has applied inappropriate security criteria to the situation, but that's up to them. I suspect that the majority of PAYG customers don't find this forum, and those who don't get a solution via CS will consider "walking" if this problem isn't fixed within a reasonable timeframe.

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Community Champion (Retired)

@srpsrp Your screenshot has now been approved - I get a similar screen if I try to log in from my phone, although I think I was getting the more specific error report a few days ago! I give below today's PC version for me - the final bit varies from time to time, earlier this morning it was 1o1, now it's 1m1. Presumably you've also been getting reports along the lines of "Invalid Data Value - AccountID should be Numeric" if you try to log in from a PC?

If some part of the Vodafone Team has been in contact with you, it might be worth giving the reference number here (like #12345678), if you're willing to go down the route of them examining your account. I'm still being stubborn over the matter, but it is an individual choice!

Sorry4.JPG

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4: Newbie

To be honest I really don't care anymore I'm really just interested in gauging Vodafone technical support having just switched my broadband to them.  There hasn't been a problem with that  so I don't wish to tempt fate! suffice it to say they need to sort out their online account offerings and user experience it's atrocious

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Moderator

@mike37p - We don’t want to feel this way and it’s a shame to hear you’ll be leaving us. We’re in contact with the team we’ve escalated this to daily and we’re keen to get it resolved with them as soon as we can.

 

@ak346115 – This is currently being investigated by our Specialist team. So we can add your account to the list of examples we’ve given, please send us your details by following the instructions in this private message.

When you then receive the auto reply email, please reply to it including a screen shot attachment showing the error you’re getting and the timestamp.

 

@srpsrp – We’ve searched for your email via the address you’d registered to the Community with. Due to the amount of emails we receive, please let us know the reference number from the auto reply (it looks like #1234560).

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4: Newbie

If you don't want me or others to feel like this then maybe you need to stop being so process bound (that means that irrelevant of the type of problem or issue your bureaucracy demands that things need to be done in a certain way).

I know I would have wasted a lot more than the 15 or so hours i have so far in order to jump through your hoops after I raised the support request.. I raised this issue several weeks ago and in spite of Vodafone "working hard to fix the problem" there is no progress and in spite of a number of promises that this was raised as a problem nothing has happend to resolve the issue. Perhaps you can publicly explain why the only way I could get any action was to raise this on a community website? 

You need to remember why you have a support area To support your customers and that without customers none of the Vodafone staff have jobs.

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Highlighted
2: Seeker

Discovered this thread late in the day, but just to add two more accounts with exactly the same login error message to the growing number reported.  Two more accounts that will also be cancelled if this goes on much longer.

 

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