main_icn_My_Vodafone main_icn_Search main_icn_Chevron_right main_icn_Chevron_down main_icn_Close main_icn_Menu social-facebook social-google-plus social-linkedin social-twitter social-youtube main_icn_Community_or_Foundation main_icn_Location main_icn_Network_signal

Pay as you go

Online account error

4: Newbie

Looking back through the thread I note that this iteration of the AM accounts ptoblem has ben unresolved since 15th March!!

 

It cannot take six weeks to fix a software fault ==> Non-digitus extractus!!

 

 

View more options
4: Newbie

I am PAYG. Yesterday there was a red box on the 'my vodafone/usage' page saying "We're working hard to fix the issue so please try again later". Today the red box has gone but the problem remains: when I try and check my usage it shows "There's nothing we can show you". I spoke to a very friendly lady on the compalints line who could see all my in-plan and out-of-plan usage and would happily have sat there for over an hour reading it all out to me...but I lost the will to live.!! She was unable to email the info to me "for security reasons"  (why? my email address is the same as my login info). If Vodafone can see my usage why can't I? Is this a problem for the Ombudsman??

View more options
4: Newbie

There's a few ways to get some action.

** Ofcom. However unless your very patient it's a long process . This needs a formal complaint. After 8 weeks (or earlier if Vodafone talks to you) you can ask for a deadlock letter and then go to CISAS or Ombudsman Services Communications.

** Twitter. This often gets things moving. There are many more watching Twitter than thi sight.

** Go straight to the CEOs office. Might work but I suspect that they are overwhelmed by complaints

**Move to another provider - if your PAYG you'll lose your current top up but not much more. Vodafone give a code fairly quickly - mine was less than 2 hours.

 

I'd raise a formal complaint anyway. They'll email you saying it's resolved but you can refuse this and at least it's formally logged if you want to go any further.

 

I think it is really appalling - longer and worse than last time. Vodafone should really be doing more and keeping in touch properly 

View more options
4: Newbie

Even the mods have given up with updates they must be pretty embarrassed by the poor level of customer service. Surely they must have an escalation mechanism in place to highlight this to the highest level in Vodafone. How about it mods can you give us any hope this can be fixed.

View more options
4: Newbie

I contacted you and yours on radio 4 consumer programme a few years ago when a lot of people could not access their rewards and spoke on the programme. It was fixed quite quickly after that.  Perhaps we should try that again. Needs lots of us to complain to them 

View more options
Community Champion (Retired)

There was "scheduled maintenance" overnight. As of 7.15am, my account seems to be working again.

I have more to say, the paper will singe slightly round the edges when I do so, but I thought I'd at any rate get on and share this with those of you who, like me, actually need access to the online account.

View more options
4: Newbie

Get Real guys -

Voda is a SALES company - when it works most folks are happy because what Voda sells is good value.

However, it ends there. Youve been sold so why bother with supporting you? Call centres (none in the UK - or at least none that you can get to speak to) are either unaware of any technical problems or are not permitted to talk about anything other than assuming it's your fault and going through their fault procedures.

Will you walk?? - no just grissle...

Ombudsman - forget it  - the net result, probably because so many complain about things that 'they' can't resolve that they side with Vodafone.

 

The very sad thing is that when things work, it's OK and good value. All that it needs is good back office software (Oracle is so yestreday) and call centres that can speek ahd understand English.

 

Shame, Shame.

BTW Oracle has been falling over this morning with BSOD's (11:00 28/4/2019) and indication of it's fed up as well??

 

 

 

 

 

 

 

 

 

 

 

 

 

View more options
4: Newbie

@Annie_N yes my account is finally showing my phone and account details. Unfortunately it no longer shows that I have a sure signal which means I still cannot manage or edit it thanks for advising that the accounts at least are working at last. Mods can you help to reinstate my sure signal details thanks 

View more options
4: Newbie

Yes, no fanfare or even polite notification but my PAYG phone, at long last, appears on my account this morning.

View more options
Community Champion (Retired)

@OldGoat wrote:

Voda is a SALES company.................. Youve been sold so why bother with supporting you?


Yesterday, in sheer desperation to figure out the balance on my spare (PAYG1) number, I called 2345. Of course, the details offered there didn't cast any light on why the balance was as stated, but they were very keen to sell me a Big Value Bundle instead of PAYG1. To encourage me, they assured me that last month over 500,000 BVBs had been purchased.

Even assuming that only 10% of the purchasers had had accounts long enough to have alpha-numeric numbers, that means that 50,000 of us have been put to considerable inconvenience twice in less than a year. Even if only 10% of those decide to walk away, that's still 5,000, with an average annual expenditure of at least £120. Maybe £600,000 p.a. isn't enough incentive to support us.

The recent episode has taken nearly 7 weeks to fix since first reported in this thread, and although the moderators were eventually allowed to accept that it wasn't account-based, the SOPs that require them to amass ridiculous quanities of evidence before they can escalate an obvious problem, are part of a "the customer's always wrong" ethos which must be enormously damaging to the company. Just imagine how good they could be if they matched the quality of the product with some high-quality customer service.

After well over 20 years as a Vodafone customer, I'm finally off. A short while to run down my balances, then I'll PAC my numbers elsewhere - although the Vodafone signal here is the best of a poor bunch, the other providers have upped their game in the last few years, so I won't be cutting off my nose to spite my face.

View more options
3: Seeker

Mine is also working today. At last.

View more options
4: Newbie

@OldGoat wrote:

Get Real guys -

Voda is a SALES company - when it works most folks are happy because what Voda sells is good value.

However, it ends there. Youve been sold so why bother with supporting you? Call centres (none in the UK - or at least none that you can get to speak to) are either unaware of any technical problems or are not permitted to talk about anything other than assuming it's your fault and going through their fault procedures.

Will you walk?? - no just grissle...

Ombudsman - forget it  - the net result, probably because so many complain about things that 'they' can't resolve that they side with Vodafone.

 

The very sad thing is that when things work, it's OK and good value. All that it needs is good back office software (Oracle is so yestreday) and call centres that can speek ahd understand English.

 

Shame, Shame.

BTW Oracle has been falling over this morning with BSOD's (11:00 28/4/2019) and indication of it's fed up as well??



I think you'll find that a large part of Vodafone's income is from repetitive usage and upgrades - that's what the last company accounts indicate. Whilst they are a sales company new sales are a relatively small part of the operation. Yes, individuals will fall foul of their operations from time to time but to suggest that PAYG is not important is a fallacy. To also imply that not bothering to support sold products is also questionable.

 

Yes, people will walk and have done and will continue to do so. If comparison to other companies, Vodafone ranks as the worst customer service according to the latest Which report.

 

There is no ombudsman that resolves disputes now only accredited resolution agencies - I think that to imply they are in league with the telcos is probably not true?

 

Anyway the issue is fixed now - Wait another few months for the next one!

 

View more options
Moderator
Moderator

I'm pleased to hear you're all able to access your online accounts, I really appreciate your patience whilst our dedicated team have been investigating into this to get a fix. If there's anything further I'm able to assist you with, don't hesitate to pop me a message.

View more options
4: Newbie

Magic - briefly - I spent all morning recovering my accounts that had collapsed over the weekend, had lunch and behold, all needed fellting. Never mind, progress?? Then later  a new account that I had set to - hopefully - receive the balance from my AM account wouldn't pass the sign on. Not only that, but the ringback stopped ringing with the required pass code.

 

Is it really that such a large company as VF has its customer facing system is such a mess?? (When I look at another ... there's never any hassle - it just works...

Sad, cos I have some money locked into Voda and the PAYG packages suit my needs. Am I being uneasonable??

View more options
4: Newbie


@OldGoat wrote:

 

Is it really that such a large company as VF has its customer facing system is such a mess?? (When I look at another ... there's never any hassle - it just works...

Sad, cos I have some money locked into Voda and the PAYG packages suit my needs. Am I being uneasonable??


Also @OldGoat wrote

"Get Real guys -

Voda is a SALES company - when it works most folks are happy because what Voda sells is good value.

However, it ends there. Youve been sold so why bother with supporting you?"


 Any more to say?

 

View more options
4: Newbie

Hi, looks like some post have been deleted. 

Yes I can access my PAYG account now. But I cannot see my sure signal information anywhere anymore. Can you help to sort this out please .

View more options
Moderator
Moderator

I'm sorry to hear you're unable to see your Sure Signal information @Dave51.

When you access your Managed Services in your My Vodafone account and select Sure Signal; is it asking you to register a new one? Is there any information available at all? Does your Sure Signal still seem to be working correctly? Pop back to me and I'll be happy to help in any way I can. 

View more options
4: Newbie

I had a lovely call from Jess in complaints office to check everything is now working ok. I can now see all my account information including my sure signal box. Hopefully this has finally been resolved . Thanks to everyone for their tips and advice and for trying to get this sorted out.

View more options
4: Newbie

@Loz wrote:

I'm pleased to hear you're all able to access your online accounts, I really appreciate your patience whilst our dedicated team have been investigating into this to get a fix. If there's anything further I'm able to assist you with, don't hesitate to pop me a message.


Hi Loz. I had a text onto say that the problems with my vodafone were "all sorted now" and that I would need to re-register. I've checked and eberything is now as it sjould be. I can see all my services and my usage history - hurrah!

However, I've been able to do this without re-registering so do I actually NEED to re-register?? I'm worried about losing eveything that is already there (sorry, bit of a technophobe due to bad experiences).

Thanks

View more options
4: Newbie

it is incredibly frustrating in seeking help from your Egypt customer service centre. They take al least 15 minutes to verfy one's bona fides and then I find that they can't / wont help and try to push me onto the local shop. That was staffed by two keen but badly trained teenagers who - they said - were not authorised to help.

In the UK I find that Vodafone are happy to sell, but unwilling to help of resolve matters when the system (in this case).

 

Frustrating because the facility is there and the prices reasonable.

"It was always thus"

View more options