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Pay as you go

Online account error

Moderator

Hi all, the team have been in touch regarding the issues with your profiles. They have a fix for this and it's due to be released later this week.

We'll remain in contact with them and advise when this has been put in place.

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4: Newbie

Have waited the stipulated 24 hours to register and am unable to register as it says ny number is already registered.

 

Old account still says 'There are currently no services etc.'

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4: Newbie

That's exactly what happened to me . Previous message said they had a fix that would be done next week. Hopefully they will let us know on here when it is done and it will finally work. Allthogh i am very sceptical let's wait and see.

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Community Champion (Retired)

I'm reasonably sure that I saw advance warning (on the login page) of maintenance of My Vodafone due to take place at some point over the Easter weekend, but then the warning disappeared.

If it is still due to happen, that might include the fix to our problem. Looking at the time stamps on page 3 of this thread confirms my recollection that there was a longish period of maintenance over the August BH weekend, which included a fix for that version of the problem.

Let's hope!

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4: Newbie

@Mark wrote:

Hi all, the team have been in touch regarding the issues with your profiles. They have a fix for this and it's due to be released later this week.

We'll remain in contact with them and advise when this has been put in place.


I hope Vodafone are able to fix thsi long-standing issue - it is getting really frustrating!!!

I am desparate to be able to see the charges that I have incurred outside my calls package as we are now beyond the financial year end.

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4: Newbie

'Later this week' has now passed. Summary of Vodafone's actions by text that I cannot reply to over the last few days.

 

1) 14/04  'Hi Chris it's Anita from Vodafone, We tried to call you again at 09:28' - They had not before and they did not again as no missed calls.

2) 14/04 'I'll try again by 19/04/2019' - they have not.

3) 16/04 'It's all sorted now, although please note it will take 24hrs to take effect. You'll need to reregister' - 

     a) I cannot reregister as it says number aleardy registered.

     b) Old account still says 'No services used on this account' despite there being an in credit PAYG account

4) 19/04 'Hi It's Anita I'll be calling you' - I won't hold my breath!!
5) 19/04 'Hi Chris it's Anita from Vodafone, We tried to call you again at 13:18' - Oh no they didn't as I've been sitting here waiting!


Marks out of ten for customer service? I'll leave that to the readers discretion, but my patience is wearing thin!

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Community Champion (Retired)

@SuperStomper wrote:


I hope Vodafone are able to fix this long-standing issue - it is getting really frustrating!!!

I am desperate to be able to see the charges that I have incurred outside my calls package as we are now beyond the financial year end.


Yes, it gets near impossible to cope when a problem persists this long. The itemised usage theoretically goes back 90 days, but there also seems to be a 100-item limit. Correction - that should be 600 items, but I've only now (28th April) been able to view my account!

I live in an area of poor signal. If I have mobile data switched on, well, I don't get through much data, but I can generate 5 or more items per day on my account - after factoring in calls and texts, I can reach the 100-item ceiling within a few days. If push really comes to shove, I guess there's always the Subject Access Request route, but .........

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4: Newbie

 I've just phoned them and, after some getting the agent to understand, they acknowledged it's a known problem affecting many people and will be fixed in another two to three working days..

 

Presumably working days don't start until next Tuesday,.

 

Strange but I have lingering doubts after this reassurance.

 

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Community Champion (Retired)

If they're acknowledging "a known problem affecting many people", that sounds pretty encouraging  - though I suppose it could just be an agent displaying initiative in getting you off the line 

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Moderator

I'm sorry to see so many people are still being affected by this issue. I've requested an update from the team responsible for pushing the update. Once this has been done, there should be no further issues in connecting to your online accounts.

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4: Newbie

Just when you think Vodafone could not ##~## up my account further!

 

My old AM account has now disappeared, I can now register the Vodafone sim without being told it's already registered.

 

Problem is the sim is in my burglar alarm and I cannot receive the damn security code Vodafone insist on sending me.

 

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Community Champion (Retired)

Saints preserve us! Assuming that you persevere and retrieve your SIM in order to re-register to a new account, make sure that you do all the necessary setting up before you put the SIM back into the burglar alarm - especially adding extra contact numbers, DoB, address etc, also possibly proving that you are aged 18 or more, and any other personalisation options, the details of which I can't recall until I can see my account again! Anything which might involve a further security code being sent is best done before you put the SIM back out of reach.

At least you'll end up with a non-AM account number, and presumably avoid a repetition of this misery

BTW, I assume that your alarm allows you to trigger the occasional test call, so that you can keep your SIM active beyond the 270-day time limit? I have a vague memory of someone having to simulate a break-in to trigger a call, and getting into difficulties when he went abroad for a prolonged period.

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4: Newbie

I absolutely despair!

 

45 minutes chat involving four different agents who wanted to know the exact date of activation of my sim in 2011 as my pin number on the old deleted account is no longer what it 100% defintely was. The agent set up a 'new' account for me but failed to tell me they had changed my username and the account did not recognise my email address.

 

Nine texts and nine emails I found the new username on the registration email and logged in - Yahoo!

 

Guess what? obvious new account details but old account number and "There are no services being used on this account"

 

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Moderator
Moderator

Thanks for the update @Chris_Sav, I'm really sorry to hear about the experience you've had and apologise for any additional inconvenience this has caused.

We're still waiting on an update in regards to the online account issues and will be back in touch as soon as we know more. 

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4: Newbie

Hi I think we all thought a fix was being done this week. Can anyone find out exactly what is going on as it looks like another P R disaster for vodafone

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4: Newbie

I wonder why Vodafone was rated at the bottom of the customer service survey by Which? 

 

 

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4: Newbie

This is now getting even more annoying. A £10 top up would normally last me 6-8 weeks. For some strange reason I topped up another £10 on 22/4 (before my previous £10 had been touched). I have now had to top up another £10 because I got a message saying that my credit had reduced to £0.91p!! That's over £20 used in 6days????? No way is that possible, but I cannot challenge it because I STILL CANNOT SEE MY USAGE HISTORY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! You need to get this problem solved quickly.

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3: Seeker

Nobody has mentioned compensation so far but I think they should be talking a goodwill gesture. Thats if they care !

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Highlighted
4: Newbie

Today is Friday 26th. April at around 11 ack-emma, thus I can confirm that the fix allged to have been made on 17th. April 2019 hasn't resolved the problem Moderator help please....

 

I too have been a Voda PAYG since the dawn of time... My account number starts with "AM".

You would think that in a company that deals with INFORMATION, the internal system would flag up the error for CSR's attention (perhaps there are generally too many errors around to make that suggestion practicable ???)

Jibes apart (sorry) how do I get my account fixed? wharra-bout just stripping off the two alpha  characters - too easy......

Some help would  not go amiss   or - heavens forfend - a solution that works...  

 

FWIW and to further demonstrate that the error is with the alpha prefix, I also have another account which is pure numeric - and it works perfic'...

 

Second edit:  (sorry) - looking through this thread yet again, I noticed that there was a supposed fix last weekend.  IIRC my account was working up to 18th. April 2019 - al least I could see my balance and attempt to buy a bundle. It's not unreasonable to assume therfore that the update reversed previous fixes for the account name / number problem? 

 

 

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4: Newbie

We were told a fix was due this week. It is now Friday and nothing. Does anyone else think that at the least we deserve is a proper statement from someone senior in Vodafone to explain what is or is not going on. If no explanation is forthcoming soon I am going to highlight this ongoing problem to BBC watchdog next week as I think we have all been very patient. 

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