Problem with a PAYG sim

[donnyguy]

Hi all, 

Writing on behalf of a friend. He lives in Spain, has a VF PAYG account (his old UK number) that has suddenly stopped working correctly. 

The top up line won’t recognise his number, the website doesn’t either. He noticed a week or so ago but as he was coming back to the UK, I said sort it then as his previous interactions with customer care haven’t been great. They’ve deleted his My Vodafone account and now can’t verify him. 

So, this is pay as you go plus: 

- The number works for incoming calls

- If he calls 2345, it doesn’t recognise his number 

Has anyone experienced this before? If so, any ideas on how to bring this line back to life properly? 

[AnnS]

@donnyguy Link your friend to this page from the website Global Roaming 

As mentioned in the FAQ's your friend will need to add an extra for making calls, sending texts and using data, although incoming will still work.  There is also the fair usage policy where roaming is only intended for holiday travel.

If there are any problems returning to the UK a call to Customer Services or a web chat will do the trick, and of course, as you know,  there is the Social Team.

[donnyguy]

Hey @AnnS 

Thanks for the reply. 

I probably wasn’t clear enough, in fact re-reading my original post, I know I wasn’t.

So he’s back for a few days, here in the UK. On the home network. Working perfectly for incoming. Can call outbound to free numbers. The issue is, despite the system knowing he’s PAYG (getting the message telling him to top up if he tries to call a chargeable number), the 2345 line doesn’t recognise his number nor does the top up website. 

Even customer care didn’t so had to raise a complaint tonight to get someone to case manage it to resolution.