Replacement eSIM

[memphisshades]

This is ridiculous.  Vodafone CS do not appear to understand how to support customers with eSIMS.  

I have a replacement phone.  I am attempting to add my eSIM. The initial QR code is not valid. I cannot request a new QR code. I cannot log into my account because Vodafone want to text my number that is on the eSIM.  It will not send to an alternative number. I have suggested to CS that I purchase a new eSIM and they can refund the cost and port my number to the new eSIM and they say they are not trained to do this. I have suggested that CS send me a physical SIM as a replacement and they say that they cannot do this because my account is a hybrid "SELF MANAGED" account. This is utterly ridiculous . . . . . . 

[Effie]

Hey @memphisshades I know how important it is to stay connected and we certainly need to get you back up and running. Could you please drop a message to the Social Media Team so this can be looked into for you. 

[memphisshades]

I dont quite understand. . . . . . If it was that important you would assist me or get someone to help me NOT ask me to send a message to your SOCIAL MEDIA TEAM so as to increase the Vodafone brands presence in these channels 

[Effie]

There is no account access on the Forum @memphisshades so we won't be able to assist you on this channel

[memphisshades]

Well I still dont know how you want me to resend the msg in the channel you speak of 

[Effie]

If you click the link I sent in my original message to you @memphisshades , you will be able to select which social platform you would like to use to speak to the Social Media Team. There is a link for Facebook, Instagram and X so just click the link for the platform you want to use and you will be routed through to the team; you will need to have an active social media profile for this to work.

You can then copy and paste your message to them so they can help 

[memphisshades]

I dont want to use a social platform.  Vodafone is a communication company.  They have phones.  They have built this forum.  Why is Vodafone not using telephones or their own platform to communicate with customers.  . . . . .  That said, I have attempted to send a message using X and I cannot send the same amount of characters as I did in the forum above. . . . .  I guess I can divi the message up and sent it in multiples 

[Effie]

We have multiple channels of communication @memphisshades so that we can support as many customers as possible, social media is just one of those. The Forum is managed by the Social Media Department so we will always advise customers to reach out to the support teams there where possible but if any customers don't have social media, or don't want to use it, they can still get help from the LiveChat Team or by calling the support teams on 0333 304 0191

If you are replying publicly on X then you will have a small character count but you can either DM the team using the DM button on our profile so you can send your message in one go, or wait for one of the agents to send you a DM link

[memphisshades]

you have multiple channels but the simplest and quickest channel is the actual telephone - it's good to talk! 

[Effie]

You can certainly call our support teams on 0333 304 0191 if you would prefer to get this issue resolved over the phone @memphisshades We completely appreciate that different customers prefer different contact methods so we have as many options available as possible 

The teams will get back to you on X as quickly as they can though there can be delays in responses during busy periods. For a more instant chat, LiveChat or 0333 304 0191 would be the better options