I have lost my discount…

[Kaerun]

Hi, it a rather long story…

I recently went to a Carphone warehouse branch  for upgrading. I pre ordered iPhone se. I also bought a new Vodafone contract for my family who is with O2.

I mistakenly ordered 64GB instead of 128GB, so I popped in to a different branch for changing my order .(I was told any branch would do.) 

My order was locked to the branch I ordered and they couldn’t change it. So they advised me to terminate my current contract and buy a contract as a new customer.

They said it’s cheaper to buy a new contract than upgrading so all good for me.

I asked if I lose my Vodafone together discount if I terminate my current contract. They said once my new new contract gets activated, they can combine my wifi and mobile and I will get the discount.

I spoke to Vodafone and they said what Carphone warehouse said is not true.

I have made a complaint to Carphone Warehouse for this, I haven’t heard from them yet.

I wonder if there is anybody experienced similar issues and give me advice…

[MarkD]

Hi @Kaerun, from the information that you've provided, it sounds like the new contract has been set up on a new Vodafone account rather than adding this number to your existing account. We'll be happy to double check this and check the status of your numbers, if you click here, you can find all the social media contact details. Just drop us a message on Twitter or Facebook to get connected to our team. 

[Kaerun]

Hi, thank you for the reply.

Yes, they let me opt out from my contract and sold me new one instead of upgrading…

They told me it would be cheaper than upgrading.

I was moved to a different provider temporarily…

So now I am a new customer to Vodafone, so I have lost all the discount for existing customer.

I have lost Vodafone together discount.

I am not sure if I was eligible for additional plan discount, but if I was, I have lost that as well (I bought another monthly contract for my family ).

I am having trouble to activate my sim, but I was told it would take about 2 working days for my detail goes through to Vodafone.

I checked out with Vodafone help line yesterday if they received my mobile contract detail but they didn’t. 
Today is the second working day since I received the telephone, so I guess I have to wait till tomorrow before talking to Vodafone…

Do you think it worth telling what happened to Vodafone? I have already sent a complaint email to Carphone Warehouse, btw.

[MarkD]

Thanks for getting back to us, just for a little clarity on your message, is it the new mobile contract that we haven't got the details for? Also, do you have Vodafone home broadband and landline on either of the accounts? 

[Kaerun]

Yes. I have Vodafone broadband since 2019.

I tried my new sim on the telephone today,  but no success to activate…

so I guess my contract detail (and my family’s) hasn’t been through to Vodafone from Carphone Warehouse yet…

[MarkD]

We know that you've raised a complaint with Carphone Warehouse, we would also recommend that you send us a message on Twitter or Facebook. The details for our social media team can be found here, when you do message us, please include your Community username so we can find this post, along with your mobile or account numbers 🙂

[Kaerun]

Thank you for the advice. I am trying to chat with them on Twitter and messenger but they don’t have my mobile contract detail yet and it seems difficult for them to help me…

I will wait till tomorrow them I go back to the branch.