Hi Folks !
I need some assistance regarding an issue I’m experiencing with Vodafone’s transition process from Pay-as-you-go to a Pay Monthly plan.
On Sunday 2nd of February 2025, I made the blunder ( at least that is how I feel) of switching from Vodafone pay as you go to pay monthly contract. After my new connection was active on Monday, 3 February 2025, between 13:00 and 14:00, I submitted the porting form via this link https://www.vodafone.co.uk/payg-to-paym-form/, specifically requesting to retain my Payas you go number during my switch to a Pay Monthly contract.
On Tuesday, 4 February 2025 at around 20:00, my Pay as you go account and SIM were closed. I initially assumed that my Pay Monthly account was active and that my number had been ported. However, when I dialed *#100#, I found that I was still assigned a temporary number.
I contacted Vodafone Customer Services around 20:30 on Tuesday. Unfortunately, the first representative was unhelpful and rude, even questioning my credibility. He went to extent of saying that I never owned my pay as you go number & then transferred me to the Pay as you go team, where the representative advised me to wait until Wednesday, 5 February & there is nothing else she can do to help atm, though she was sympathetic to my problem.
On Wednesday, my number had still not been ported. I called customer services again, the representative reassured me and put me on hold whilst she went to speak with a manager, but the call got cut off abruptly & she never called back, maybe she could have followed up. A subsequent call resulted in another representative & I had to explain myself again. After 20 minutes wait all he talked was gibberish and right at the end told me to wait till Friday the 7th and issue will get resolved. He also said when you migrate from pay as you go to monthly your pay as you go account gets cancelled. This is ok, but when I was dealing with sales person who sold me the pay monthly contract, he never explained this to me, additionally after filling the porting form you get an email of confirmation afterwards. That email does not say a word, when someone switches from pay as you go to pay monthly, your pay as you go account gets closed as part of the process , SIM is terminated & that you will be out of touch for a few days.
At the end of the conversation with this person, I requested him to log a complaint to which he did sound hesitant. He said he will log it as a complaint at the end of the call and I will get text confirmation. It has now been 10 hours, nothing.
In my lunch break today, I also visited my local Vodafone shop to check if they can help, all he told me there is nothing he can do as they deal with sales only and they don’t deal with such issues but he still went into my account and told me porting is scheduled for tonight. I also requested if he can log a complaint and I guess this was the shop Manager who was hesitant to do so and then said it will take a very long time to do so only to put me off & then never logged it.
I am now extremely worried about losing my existing number & I am not contactable on the my old number. The situation is very inconvenient, and I feel that I am not receiving the level of customer service I deserve, especially after being clearly informed by a salesperson that my number would be ported and maintained.
Could someone please advise how I can get my original number reinstated? I would greatly appreciate any transparent information or guidance on resolving this issue.
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