Account and number disconnected

[MarinaIrv61]

Hi,

I was hoping to get help here. I am on an unlimited 5G SIMO plan and have been a Vodafone customer since 2011. Yesterday when out and about, I noticed that data was not working on my phone. I could only make calls. After getting back home and on Wifi, I managed to get hold a customer services rep who checked that all phone setting were correct and that my phone was working fine. He also checked that the billing status of the account was in order, etc. After 30 minutes on the phone with him, and after assuring him that the phone really is not faulty and that there is now a problem on the Vodafone end - he checked the data allowance was allocated to my account. I am just past the billing cut off date and am hardly a high data users being so much on home Wifi. He confirmed my data allowed showed erroneously as exceeded…. And that this sometimes happens when moving from one billing period to another.

I was told the only way to fix this, is to disconnect me completely and to set up my account again. The same very polite customer services rep called our landline today to inform Vodafone needs up to 24 hours to restore my service. I am still waiting. Unfortunately, as my account is now fully disconnected, I can’t be identified as an account holder based on my mobile number when calling the Vodafone customer services number - nor can I go through the two-stage authentication, as my mobile does not now receive any text messages, etc. 

So, tomorrow is Christmas Eve, and I have already message Vodafone on Twitter - and received an automatic bot -type of reply. What next then? Any ideas?

[BandOfBrothers]

Hi @MarinaIrv61 

If you get a reply via a Bot on Vodafones Facebook / Twitter channel please choose 'Get Started' followed by 'Asked to DM' to get connected to the Social Media Team. 

Personally if I had exceeded the Data Allowance for whatever reason I would have considered staying on WiFi until my allowances had refreshed or considered the options in Vodafone mobile/extras.  I would have thought the agent would have suggested this as disconnection and then reconnection of a service can have it's potential pitfalls when reconnection occurs.

Unfortunately account access isn't available via this forum which is why we suggest to contact them via Facebook Messenger or Twitter DM.

If you call the customer services number ignore the prompts to input your mobile number and it should eventually change to press 1 for payg or 2 for contracts.

I wish you all the best with this. 

[MarinaIrv61 · Accepted solution]

Hi,

Thanks for the tips and hints you gave here on Twitter and passing through the customer services selections. That is good to know. It seems I am now online again, fingers crossed.

Can I just point out - again - that I am on an UNLIMITED 5G plan. Which means that unless you use terabytes of data streaming video all day long, it is unlikely any of us will exceed the fair use policy of these plans. And I did very clearly, in my message, indicate that I am a low data user particularly as I have been working from home (= on wifi).

Why should I ever have to purchase extra data as a top up on an unlimited SIM only plan? 

Please assume what those who write here and complain is true and accurate. I hadn’t misused my plan, and did not exceed my data. I was simply cut off due to an error in the billing systems as confirmed by the tech support two days ago.

Wishing you all the best for the festive season.

[BandOfBrothers]

Hi @MarinaIrv61 

It's awesome your back online.

Yes I do see your on an Unlimited Plan.

I was talking to you along the lines in what I would do which why I said "Personally if I had exceeded the Data Allowance for whatever reason " 

Hopefully the advice in regards to Vodafone Extras will help people coming across this thread via a search.

I'm glad the advice on how to get past the bots helped at least.

Merry Christmas to you and yours.

[AnnS]

You are on unlimited 5G plan @MarinaIrv61 , it would have been impossible to go over the data allowance.

If you had lost your data connection whilst out and about, the most likely reason would have been a network issue.

There would have been no need to disconnect your service and can't imagine the reason this was even done.  Also, Vodafone shouldn't be calling you on your landline and telling you a further 24 hours are needed to reconnect your service.

I would raise a complaint about the service you have received here: Complaints 

[MarinaIrv61]

Thank you for taking the time to reply. I am now, thankfully online and connected again, and hope I will remain so, fingers crossed.

Good to know about the complaints channel. The technical support person - once I reached someone to speak to - was truly helpful. But overall, this really should not have happened at all.

Wishing you all the best for the festive season.

[AnnS]

Glad it was solved @MarinaIrv61 .  As you mention, it should never have happened .  At least you found a helpful knowledgeable support advisor.

I wish you a happy Christmas as well.