2 weeks no activation

[Jamesclouds88]

I was due to be switched from O2 to Vodafone on 2nd April via PAC code, I chose the ESIM option for my new phone. After 24hrs I got nothing so I messaged Vodafone and they told me to wait another 24hrs, so I did, still noting.

They then opened a dispute and told me my issue has been sent to the back office and will take 24/48hrs. Still nothing and when I opened up a complaint and phoned up I just got told to wait. Over I week later I was getting impatient and the complaints department told me they are just sending me a physical SIM and will take 24/48hrs to come to my address, 4 days have passed now and I've been told it will now take 72hrs to get my physical SIM card, my cooling off period is now over and I have been sent a bill on a phone I still haven't got network for. 

Ontop of this I sent my old phone via trade in with vodafone a week ago and got nothing saying they have received it. 

[Mark · Accepted solution]

Hey @Jamesclouds88, apologies for the delay in getting your number transferred over to us. It sounds like there's been a mix up between your old provider and ourselves. This maybe resolved by using a physical SIM, which is why we've offered to send one out to you. If the postage time isn't suitable, you can also pick a replacement SIM up in any Vodafone store. The team will also be able to activate this for you. Just pop in with photographic ID, such as a drivers license. With regards to the delay with your trade in, pop us a private message via one of our social media channels and we'll be happy to get you an update on this. 

[Jamesclouds88]

Thank you, this is the best help I've received in the past 2 weeks, I will try this