Advice for cancelling Pay Monthly contract no service

[Stretford99]

Afternoon everyone. 

I was hoping that some experienced souls could help me sort an urgent problem

I recently moved to Vodafone pay monthly as we have stopped using pagers at my health centre and hospital that I work at, and need to use my Apple Watch cellular..

it worked fine till I ported my old number over last Monday 25th October. Once that was transferred I was told I needed to do a swim swap for the Apple Watch to transfer over to my number and uodate the Eid. Which I did straight away,  however the sim swap never goes through. I have spoken to customer services via live chat every day, and they tell me it will get completed within the next hour to 24 hours. 5 days later, having just escalated it to a complaint, the advisor has told me to wait 24 hours yet again.

i simply can’t wait this long due to how important it is for my job, I need to have a Cellular plan active on my watch and I believe EE would be a good option for me to try. Obviously I’ve only been other Vodafone for a few weeks, but can I ask nicely to have my contract cancelled so I can move to a network where the cellular function can be activated for my job? 

Any help gratefully accepted! I’ve given up on customer services. This week I’ve spent 7 hours in total trying to get this fixed I think it’s just beyond the capabilities of the Vodafone. 

how do I go about cancelling the contract? Thanks in advance!

[AnnS]

Hi @Stretford99 

From what you have written the One Number is with the number you used before porting in your number and this needs to be removed and activated on your ported in number.

By coming to the forum you have found the best place to get this solved and get your watch connecting to the network, if you contact the Social Team by following this link: Contact the Social Team they will be able to give you direct help and support.  

[Stretford99]

Many thanks for taking the time to reply

i was told I needed to do a swim swap to update the Eid from the old number to the new number. 

This was done on Tuesday and since then I’ve been told on a daily basis that it appears to be marked as both open and completed on the system, and that they will send a message to the technical team and it will be sorted in the next 2 to 24 hours. 

That conversation has been repeated with different agents on a daily basis every 24 hours.

i even registered it as a compliant the other day and they told me this time, 100% the swap would be completed…58 hours later alas no joy.

I’m marooned as I’ve been told to keep my Apple Watch unpaired till the swap has gone through. So unable to even use that either. 

i only switched to Vodafone due to the being able to use the cellular function on the Apple Watch! Does appear to have been a grave own goal.

The problem is I have only been with them for a month - on a 12 month contract. 

However I really need this function for my  job, so moving to EE who look to be able to offer the cellular service would be ideal. I wasn’t sure if this is grounds to cancel the contract, I sense not knowing how everything usually works. Very frustrating

[BandOfBrothers]

Hello @Stretford99 

In response on your question in regards to how you would go about cancelling your Vodafone contract. 

A person has 14 days as a cooling off period to be able to cancel a contract without cost.

Further info in Returns-policies. 

After this period of time an Early Termination Fee would be levied.

This cost can be requested via sending a text as follows.

" Text INFO to 85075 and we'll text you back with the amount you need to pay, as well as what to do if you have other services with us. " 

The cost would be quite high if a person is so early into a new contract.

This Vodafone support page advises on the routes on how to cancel a contract  > Cancel-your-account. 

By raising a complaint Vodafone have 8 weeks to resolve the issue to an amicable resolution and if they can't then they'll issue a Deadlock letter and then you can ask the Communications Ombudsman to get involved and arbitrate on your behalf.

Vodafone Complaints/code-of-practice. 

I would hope Vodafone Customer services would take ownership of this to get this resolved without you having to escalate this further. Not a good start for a new customer  !

I wish you all the best with this situation @Stretford99 

[Stretford99]

Ah thanks for the response! So only 7 more weeks to go!!