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Solution

Online account error

mike37p
4: Newbie

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? 

167 REPLIES 167

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.

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

Annie_N
Community Champion (Retired)
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 :Red_Faced:

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.

Annie_N
Community Champion (Retired)
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

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

Gemma
Community Manager
Community Manager

@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).

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.

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.

 

Account number starting with AM

 

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 1m1]

 

"Invalid Data Value - AccountID should be Numeric"  Account starts with AM. SQL issue.

 

The monthly lottery of topping up with Vodafone. Website is either unavailable or broken and very rarely working.

My final reply before I go!

 

This is from Vodafone support in response to my refusal to continue jumpimg hoops

"We've asked you to provide security for several reasons. We want to ensure that the issue is not account based. We understand that this is an alphanumeric related issues due to the nature of the errors you're currently experiencing. Our protocols insist that we check the account to ensure everything is in working order and so we can escalate this to our Technical team. Without confirming security, we cannot get this case raised to the relevant team.

If you'd like to provide us with the PIN, feel free to pop it over to us.

If there's anything else that we can help with, please let us know.

Thanks,

Louie
Social Media

Vodafone Limited
Vodafone HQ, The Connection, Newbury, Berkshire, RG14 2FN
Registered in England No 1471587"

 

It seems that the "several reasons" are in fact two reasons. One is to make sure its not account based. This has been proven over and over again - take a look at the links below. The second is for protocols whatever they are. 

I've been involved in managing applications support for many years and would blow a fuse if anyone did this to my customers. The process is there to help not hinder resolving problems. In my experience if the same error code is reported in a number of similar places then it's likely to be the software that is at fault.

 

Have a look at what I found searching for "AccountId should be numeric" on a google search

 

https://forum.vodafone.co.uk/t5/Pay-as-you-go/Online-account-error/td-p/2604682 (this thread with at least 12 accounts that begin AM not working)

 

https://forum.vodafone.co.uk/t5/Broadband-Home-Phone/Can-t-log-in-to-PAYG-account-on-web-page-since-... (now joined to this thread)

 

https://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/We-re-working-hard-to-fix-the-issue-so-please-t... (have a look at the resolution if you can find it - 1st August)

 

https://twitter.com/Minxicle/status/1027497120977367040 (no resolution on this either 9th August)

 

I wonder how many others have been reported over chat and telephone calls that are simply not resolved. I know I had several chats, calls and spoken to the complaints team who logged it and did very little. 

 

This has been going on since at least the 1st of August and 24 days later the support team are still paralysed collecting information for their "technical team". 

 

Well I'm not going to be contributing any more to this thread or the support teams - I'm done with it.