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Pay as you go

Repeat: Cannot login to Vodafone account - server errors (Java overflow) or "We're working hard...

4: Newbie

Earlier today I posted a message here and it simply vanished. Why?

I was given a helpful reply from @ and that vanished too. So did my reply to that, which described a new additional error message I am getting.

Have I have been censored for asking for help???

Here is my original message again. Will it get removed again?

----------------------

I, and my wife, both got new SIMs recently (we both use PAYG), due to changing phones. The SIMs work, and that is the good news.

The bad news is that neither of us can access our Vodafone accounts online. We either get a technical server error (java stack overflow...)after the 6 digit number is texted to us, we enter it, and there is a server error. I see this has been happening to people here for over a year. Or we get the "We're working hard" message, which we have trouble believing.

I have tried everything to get through to someone at Vodafone who will actually do something. I have had lots of Chat sessions and the people there give various advice and have again and again promised that if I wait a day or two it will work. Well it doesn't.

I have:

- tried all the different browsers

- used different computers

- cleared cache and cookies

- done a "lost password" to change it, even though it was correct

They have:

- "reset the account" - many many times

- changed the password

- told me to install Java on my computer and update it (this is terrible advice and completely wrong)

 

I have requested escalation by Chat, and also on the phone to tech support. I have been promised the accounts will be fixed.

This has been going on week after week, with no progress at all.

Is there anything anyone here can suggest?

Is there any way to really escalate it?

Thanks.

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42 REPLIES 42
Community Champion (Retired)

@Growltiger

I've no idea what is going on. I saw your post, I replied, I saw both of them, and they both vanished. There have been some vanishing posts recently, and I don't believe anyone has a clue why.

I'll see if this reply survives for any length of time - if it does, I'll try my reply again. Here goes!

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4: Newbie

My reply to your message said roughly this:

---------------

I have seen your method work, but it doesn't any more. If I try that, when I click on the entry on the left I get this message:

Secure Connection Failed
The connection to the server was reset while the page was loading.
    The page you are trying to view cannot be shown because the authenticity of the received data could not be verified.
    Please contact the web site owners to inform them of this problem.

I think this may mean that there is now a missing or incorrect security certificate for the website (it requires one because it uses https).

I then made a comment politely questioning the abilities of the technical management. Perhaps that was not considered acceptable.

 

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Community Champion (Retired)

@Growltiger

Further thought - had your original post already disappeared before I replied?

I got to your post via my notification feed, as I'm subscribed to the whole of the PAYG section. But, if it was one of the vanishing posts, I may have been seeing it in some mysterious underworld part of the forum - and I replied to it there! I then saw that you had replied, but when I got there, all I saw was your original post, plus the information that there had been a reply, although I couldn't see that.

This is something of a nightmare, but I'll add this thread to the reports of the "vanishing posts" - that might get a bit of attention, but the stack overflow error feels like something of a lost cause to me!

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4: Newbie

No, I saw your original post. I then added my reply to that which I have repeated above. After that everything vanished.

Now that the new error prevents your workaround, it seems that the need for a fix to the java stack overflow bug is more important.

And the "We're working on it" error is annoying, it never goes away once you get it. I think one has to do a chat and get the account reset again.

 

But one can carry on despite the degraded service:

- I can topup using the topup service which doesn't require one to login.

- I can check my balance using 2345

- I managed to get my SureSignal reconfigured for the new SIMs by phoning Vodafone.

But one cannot check usage, change account details, and various other things.

It seems to affect new accounts and people like me who change SIM. So opening a new account, even if possible, would not help.

In one chat it was mentioned that the system is being upgraded. Is there any truth in this?

 

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Community Champion (Retired)

I truly don't know - my workaround just worked as described for me, though I've now run out of time for re-describing it - another day! So it may be a double problem - the stack overflow error which seems to be affecting a number of people, plus something else that re-setting your account might fix. All my accounts are fairly ancient, by the way, and I've had the SIMs some time.

Do you or your wife have a smartphone? If so, the My Vodafone app would give you some of the information, like details of remaining allowances, although not the ability to change account details.

There's always a certain amount of system maintenance and improvement going on, but I'm not sure if there's anything more than that.

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Moderator

@Growltiger Apologies for the disappearing post!

We'll be more than happy to investigate your My Vodafone account in more depth 
Please follow the instructions sent to you via private message to get in touch with our dedicated team.

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4: Newbie

I have submitted the WRT165 form as requested. I added all the info about my wife's account as well, since we both have the problem. Please can you try to get both accounts fixed. Thanks.

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Moderator

@Growltiger We'd love to take a look into your Wife's account aswell 
I've checked your email address linked to your Community account and can confirm we've received your email - a member of the team will be in touch as soon as they can.

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1: Seeker

I am having exactly the same problem. I am currently in Australia and want to top up my credit before landing in the UK. This sending a text code system is a terrible nuisance if it doesn't work. When will it be fixed?

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Community Champion (Retired)

@Judihum You should be able to top up without logging in via https://topup.vodafone.co.uk/topup/

Also, I posted a workaround for the stack overflow error on https://forum.vodafone.co.uk/t5/Windows/Failure-login-to-vodafone-account-due-to-java-lang/m-p/25818... I had posted a tidied up version here, but it vanished, and I haven't had time to re-do it.

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2: Seeker

I have had the same issue for 2 months and I am at my wits end. It is not a device issue as I have tried countless devices mobiles and laptops.  If I cannot log into my account then I am afraid I'll look to take my 20 years plus service elsewhere.  Your customer service people online need to be aware too of this issue rather then saying there are 'no known issues'.  

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Community Champion (Retired)

@BlueOwl

Does the workaround I link to above work for you? It seems to do so for some people, but not for others, as far as I can make out. Actually I seem to be hitting the problem rather less frequently at present, though every time I think it has gone, up it pops again.

Of course it's a known issue, there are enough of us reporting it! I've just checked - I reported it formally at the end of October; my final attempt at the matter was mid December, by which time I seem to have been reduced to swearing, which probably didn't help.

[Post edited to include additional info 1/1/18]

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Moderator
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4: Newbie

I posted the original problem. The saga has continued as the months go by. Most recently I was told to wait for a week while my account and my wife's accounts were entirely deleted, so that we could set up new ones. The week went by, and the accounts were indeed deleted. Today I set up my replacement account. No problem at all and it sent me an email confirming the new account was set up.

Sadly when I logged in it sent me the 6 digit security code like before, and when I keyed it in I got the same error message as before due to the faulty server. The basic issue is that they mess around with the accounts, assuming they are the only problem. But it is clear that this problem requires a technical specialist to fix the server that handles the 6 digit security code responses.

The social media team who deal with the WRT165 emails resulting from this forum are helpful and do their best, I don't hold them responsible at all. The problem is that there is a lack of escalation to the senior technical management to persuade them to make a techie do their job and fix the server.

I find this frustrating as I used to run a huge data centre and I would had this problem fixed within a day.

For the record the error message, which has not changed is:

java.lang.StackOverflowError
ADF_FACES-60097:For more information, please see the server's error log for an entry beginning with: ADF_FACES-60096: Server Exception during PPR, #190

 

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4: Newbie

I posted the original problem. The saga has continued as the months go by. Most recently I was told to wait for a week while my account and my wife's accounts were entirely deleted, so that we could set up new ones. The week went by, and the accounts were indeed deleted. Today I set up my replacement account. No problem at all and it sent me an email confirming the new account was set up.

Sadly when I logged in it sent me the 6 digit security code like before, and when I keyed it in I got the same error message as before due to the faulty server. The basic issue is that they mess around with the accounts, assuming they are the only problem. But it is clear that this problem requires a technical specialist to fix the server that handles the 6 digit security code responses.

The social media team who deal with the WRT165 emails resulting from this forum are helpful and do their best, I don't hold them responsible at all. The problem is that there is a lack of escalation to the senior technical management to persuade them to make a techie do their job and fix the server.

I find this frustrating as I used to run a huge data centre and I would had this problem fixed within a day.

For the record the error message, which has not changed is:

java.lang.StackOverflowError
ADF_FACES-60097:For more information, please see the server's error log for an entry beginning with: ADF_FACES-60096: Server Exception during PPR, #190

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4: Newbie

This is weird. I posted this message and it vanished. And then a second time. Third time lucky?

I posted the original problem. The saga has continued as the months go by. Most recently I was told to wait for a week while my account and my wife's accounts were entirely deleted, so that we could set up new ones. The week went by, and the accounts were indeed deleted. Today I set up my replacement account. No problem at all and it sent me an email confirming the new account was set up.

Sadly when I logged in it sent me the 6 digit security code like before, and when I keyed it in I got the same error message as before due to the faulty server. The basic issue is that they mess around with the accounts, assuming they are the only problem. But it is clear that this problem requires a technical specialist to fix the server that handles the 6 digit security code responses.

The social media team who deal with the WRT165 emails resulting from this forum are helpful and do their best, I don't hold them responsible at all. The problem is that there is a lack of escalation to the senior technical management to persuade them to make a techie do their job and fix the server.

I find this frustrating as I used to run a huge data centre and I would had this problem fixed within a day.

For the record the error message, which has not changed is:

java.lang.StackOverflowError
ADF_FACES-60097:For more information, please see the server's error log for an entry beginning with: ADF_FACES-60096: Server Exception during PPR, #190

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Moderator
Moderator

@Growltiger Sorry to hear you're still having problems with your online account, I completely understand your frustration and really appreciate your patience with the whole thing.

We've received your latest email and we've requested someone from the team to pick this up as soon as they can, they'll then be taking ownership of this, until your issue is completely resolved.

Please keep us updated and let us know how you get on.

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4: Newbie

Yes, your team member is trying to help. I have an account with a new name. When I tried to login I was locked out with "We're working hard to fix the issue, so please try again later."

With my wife's account we got a bit further. I did a password reset and when I tried to login it almost worked. After accepting the password it wanted the PIN. Unfortunately your team registered her new account and we don't know what they set the PIN to, it had certainly changed. I tried the previous PIN and it then locked the account. It now says "We're working hard to fix the issue, so please try again later."

So we are both completely locked out. I have three different account names now. I would much prefer to just have one, called the same as my email address.

If you remember, we both had working accounts until we needed new SIMs. Then we were hit by the 6 digit security code server validation bug. I don't think there was ever anything wrong with our accounts. I think you just needed to fix that server. Instead all your work resetting passwords, and the technical team's work deep cleaning the accounts so we got new ones, has only made things worse. I have a file of dozens of emails now, and realise how much effort your team has put in already.

I recommend you do three things now.

1. Get our accounts wiped out again, in my case all three of them. Let us create new ones named with our email addresses, and PINs that we know.

2. Do a super-escalation to get the server fixed that validates the 6 digit security codes. Send all my email messages (and this message) to the head of the technical department. Point out that other users here have been reporting this issue since October.

3. Do some testing yourselves, I am getting tired of acting as a testing service. Charge the costs to expenses (get your manager to agree).

  • Get a new email address from gmail (free).
  • Buy a cheap phone and a PAYG account from Vodafone.
  • Create a Vodafone account for it.
  • See what happens.
  • This way you will find out what new customers actually experience.

I hope you understand I am writing this to try to help you, and your customers.

Thank you and your team for all your continuing help.

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Moderator

@Growltiger I can see in one of your earlier messages, you mentioned contacting us by email.

So we can check we've got your email, please let us know the reference (looks like [#11234567]) from the auto response you received.

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