Giving up with Vodafone

[Beancounter1968]

One of the worst companies I have dealt with…

1 placed an order on 10th December to port 2 numbers from a Vodafone works contract to a personal contract. We already have Vodafone broadband 

2 we supplied pac codes and was given a port date of 16th December 

3 first sim arrived at correct address, second sim went to old address

4 port date missed

5 customer services on Saturday said that all would be sorted that day

6 customer services port would now complete on Sunday 

7 on Monday, customer services queried if we had the sims. We confirmed we had and everything would move that day.

8 Tuesday (today) new order had to be Keyed in for the port to happen but it would be today

9 Tuesday evening - old sims have now been stopped, new sims not working. Customer services told us that the order had been cancelled and that we Luke need to ring them tomorrow

10 I don’t know what else to do. Every time we speak to someone we get a different story

Please help 

[AnnS]

Hi @Beancounter1968 

Unless you were moving from Vodafone Corporate to personal where an internal PAC would be used, you can't port Vodafone to Vodafone, if you were moving a number from Vodafone works contract to personal this would have need to be done by completing a Transfer of Ownership form from the website here: Transferring your number and agreement .  I am sure this is where the PAC may have failed.

This is going to need account access, if you speak directly to the Social Team they will help here: Contact us The other contact routes are live chat or Customer Services.

[Beancounter1968]

Thank you. 
Customer services have been poor at best. I’m even more concerned now that no one at Vodafone mentioned this porting issue when the order was placed or mentioned it since 

[AnnS]

Yes @Beancounter1968 you would have needed to complete a change of ownership from business to personal for each of the numbers and then ordered the devices when completed.

[BandOfBrothers]

Not a good experience at all @Beancounter1968 

As far as I understand things porting etc does not complete on a weekend day only on a weekday.

This is definitely going to need an agent that knows how to take ownership and deal with this.

Which branch of Customer services have you been contacting i.e Live Chat or 191 ?

The Vodafone Social Media Team's have Access to Accounts and would direct you to the correct department which is one of the Customer Services Channels.

My personal opinion is to call them on the phone.

If necessary you can escalate this via here to get Vodafone to sit up and take ownership.

[Beancounter1968]

Thank you for the feedback. I’ve spoken to them via the phone and chat service. I will attempt to bottom out tomorrow but I’m not hopeful 

[BandOfBrothers]

You're very welcome @Beancounter1968 

It can sometimes depend on the experience of the agent you speak with. I think many are working from home too so don't have the option to liase with colleagues and Team leaders at the side of them.

I hope all goes well with this for you.

[AnnS]

Yes @Beancounter1968 

When you spoke to Vodafone the advise should have been to complete a change of ownership, the numbers would have then moved to personal and you would have been free to get new devices and change the contracts when the numbers had moved. Submitting a PAC for each of the numbers would have complicated things and would have been impossible to complete.

When you speak to Vodafone they may well ask you to follow this route.

I would certainly recommend speak to the Social Team through the link I gave, they will have all the necessary account account, and will be able to see exactly what has been done so far.