Chaos

[SilentKat]

I got a PAYG SIM to put in my old skool Nokia 125. Fed up with smart phones. But while I was sick, agents called me repeatedly and ended up getting me to agree to a new SIM deal. I have no idea what the deal even is. The pack that arrived doesn't even have a phone number on it. No idea if I'm paying for it. 

I keep odd hours and have difficulty communicating verbally, so have been trying to cancel it using the help agents on chat. Tonight I was told immediately that I would have to contact them after 8am. This is the first time anyone from this service has been honest and not wasted hours of my time trying to make the automated features as complicated as possible.

It's not the only Vodafone SIM in my life without a device that I can't cancel due to the terrible service.

Still, this is, at least, the end of the smart phone.

[BandOfBrothers]

Hi @SilentKat 

In regards to the mobile number it depends if they upgraded you which would mean you still use the same number or opened up a new contract which means you'll have a new number.

" Use your Vodafone mobile to call *#100# free.  " to see what your number is.

Vodafone should also have sent some communication via email. Please check any spam email in boxes.

Although you can move the number from your Payg account to the new contract if you wish.

Ask customer services after your first bill has been produced and paid if you can move your payg number to the new sim only comtract.

Or if that isnt possible You would need to ask Vodafone Customer Services for a PAC to move the old number Payg number to an alternative Uk network. You join them by giving the pac to the new network within 30 days of Vodafone giving you the Pac. Then use the services ie make calls etc on the amternative network and then after a short period of time ask for a PAC from the alternative network and give that to vVodafone cuztomer services to move the number onto the new Vodafone contract.

You can check the number by logging in your myvodafone app or online version where you can also check your new allowance information. 

An upgrade or new contract can be cancelled within the 14 day cooling off period.

cancel-your-account. 

No one should feel pressured into opening a new contract or upgrade from Payg to a Sim only if they don't want to.

The first bill will be pro rata.

More info is in When-will-I-get-my-first-bill-and-how-much-will-it-be. 

Live Chat,  customer service on 191 or the Vodafone Social Media Teams via Contact-us-for-account-specific-queries all have account access to help.

I hope you enjoy your new phone.

[SilentKat]

Thankyou but you don't seem to understand.

• I am fine with my PAYG SIM and my Nokia. I don't want the new SIM and never did. i've had it for a few months now but the point is that I am physically unable to talk to the agents on the phone about it. But with the chat agents being so inept, there doesn't seem to be a way out. I don't want a new number. I just want to make sure I'm not paying for something. Accessibility with customer services is terrible. If I was their manager (I used to be customer services manager at House of Fraser), I'd have the whole lot out for training. They know zero about the products and services they sell. 

[AnnS]

I can assure you @SilentKat I do understand.

This is going to be a problem, Vodafone give 14 days cancellation grace, after this time you are locked into the contract.  To get this contract cancelled now Vodafone will charge early termination charges, the best way to find how much this is going to cost is by texting INFO to 85075 as explained here: What are PAC, STAC and INFO codes? 

As far as the information for the contract is concerned Vodafone would have been sending a text message to the number to let you know the bill was available to view online and let you know when payment was due.

You certainly need some help here, follow the complaints link here: Complaints and you will be provided with a case handler.  When you contact Customer Relations by completing the online complaints form here Complaints Form just let them know you are unable to speak to them and they will handle everything by email.

[AnnS]

Vodafone shouldn't be using hard selling practices and calling repeatedly when you are sick to get you to agree to a SIM only deal when you have already declined and neither should you be expected to wait in a long queue to get this cancelled. 

I would follow this link Complaints 

You can change your marketing preferences and stop all marketing calls and texts here: How do I change My marketing preferences?