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Pay as you go

PAYG - No credit available when dialed 2345 to check

54364
2: Seeker

Hi,

 

I ordered a PAYG Sim over the Internet. Then I went to a Vodafone shop and got a voucher for £10. From what I can gather, I've been automatically put on a £10 Big Value Bundle when I want to be on PAYG 1. My phone is only for emergency use and not for making regular calls. When I dialed 2345 it said I have a £10 BVB with no calling credit available. Can you change this please so that it says I have PAYG 1 with £10 calling credit? Thanks!

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9 REPLIES 9
BandOfBrothers
17: Community Champion

You would have to call 191 or Live Chat @54364 to see if they can help by accessing your account. 

There isn't account access via this forum.. 

The Vodafone Social Media Team's via Twitter or Facebook maybe able to help.

Contact-us-for-account-specific-queries. 

If you do change to Payg¹ however make sure you turn off Mobile Data in your phone's settings so you are not charged the £1 daily charge for usage.

How-do-I-remove-my-Big-Value-Bundle. 

Current Phone >

Samsung Z Fold³ 5G.

Previous Phone >

Samsung Note 20 Ultra 5G - SM9860.

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54364
2: Seeker

Hi BandOfBrothers,

 

Thanks for your reply.

 

I contacted Vodafone via Twitter as I've never managed to make Live Chat work.

 

Nisa said:

 

"You'll need to dial 2345 from your Vodafone mobile and change your bundle, however this won't renew automatically as you'll need to wait for the current bundle to end. Nisa"

 

I think I dialled 2345 and opted out earlier. I think it said the BVB would expire on 7th October. Do you think this will put me on PAYG 1 next month with my £10 calling credit?  Since topping up using a voucher I've not used any credit on my phone to my knowledge and so should still have £10.

 

Thanks for the tip regarding Mobile Data.  I have an ancient phone and so I don't think this will be an issue (Sony Ericsson J220i).

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BandOfBrothers
17: Community Champion

Yes @54364 as the Vodafone Social Media Team Member says you'll now need to wait until your current Big Value Bundle ends and then you'll drop onto Payg¹

Payg¹ Terms and Conditions Pdf. 

Your Myvodafone online and Myvodafone app should show your new payg tariff when it changes.

So as long as you've opted out of your BVB successfully you'll change to your new tariff.

And yes as long as you don't access mobile data you shouldn't be charged the £1 daily rate for accessing data.

The terms for opting out of the bvb are also in Terms-and-Conditions/consumer/mobile/pay-as-you-go/big-value-bundle. 

 

Current Phone >

Samsung Z Fold³ 5G.

Previous Phone >

Samsung Note 20 Ultra 5G - SM9860.

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AnnS
17: Community Champion

Hi @54364 

 

Unfortunately, when you order a PAYG it will come with a bundle, the trick is to opt out of the BVB the moment you receive the SIM before topping up and this should have been made clear on the website for new customers who would be unaware they would automatically be opted into a BVB.  This is mentioned here:  PAYG Bundles  the customer can order the SIM and top up later.  When your blank SIM arrives, just top up with the value of a bundle and we'll do the rest.  The customer could well have topped up £40.00 hoping to have £40.00 credit and been forced into a £40.00 monthly bundle.

 

I do think forcing new PAYG customers to purchase a bundle is dubious practice when not requested and the Twitter Team should have shown some goodwill, removed the bundle and changed this to the £10.00 credit.

 

I hope this thread will be picked up again by the Team and they will look into this further and remove the unasked for bundle and you will have your £10.00 credit on the PAYG 1 tariff which you wanted without having to wait for 30 days for the bundle to expire.

 

edited to add:  @54364 I have mentioned @Evie to make sure this thread is picked up by the Social Team.

 

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Evie
Moderator

Hey there @54364 - We can certainly look into if anything can be done if you have remaining credit on your account, but you may need to wait until your automatic renewal date just to set your expectations. If you would like us to chase this up on social media, please let me know your Facebook or Twitter handle and I'll locate the conversation.

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54364
2: Seeker

Hi AnnS & Evie,

 

Thanks for both of your replies.

 

I'll send a message to Evie.

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AnnS
17: Community Champion

Hi @54364 

 

I mentioned @Evie as she was logged on and working this morning, when you contact the Social Team with your Twitter handle, you may be speaking to a different member of the Team.  However, you will still receive the same professional service and support.

 

I really hope you will get the £10.00 credit on your account as you wanted in place of the BVB and Vodafone go the extra mile with support for your customer journey.  When you hear from the Social Team and this has been solved come back to the thread to let us all know the results.   

 

Good luck.

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54364
2: Seeker

Hi AnnS,

 

Thanks...it's finally got sorted! 

 

I managed to talk to Mac on Twitter before I could message Evie.

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BandOfBrothers
17: Community Champion

Hi @54364 

 

I'm so glad I mentioned to speak to the Social Media Team's via the link I added in the first reply.

The Vodafone Social Media Team's are really good in helping customers with account issues via Twitter or Facebook.

👍

Current Phone >

Samsung Z Fold³ 5G.

Previous Phone >

Samsung Note 20 Ultra 5G - SM9860.

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