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London Underground WiFI

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4: Newbie

I'd feel like less of a fool swinging my phone around my head than repeatedly explaining the same issue over and over again to Vodafone and expecting it to work!

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Moderator (Retired)

Sorry you're still having an issue with this @JGWHITE3

 

Have you went through all the basic diagnostics?  I'm just wondering if something simple's been missed.

We have some details on our website here: http://vodafone.uk/2bwpaAF

 

Blair

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4: Newbie

Seriously Blair?

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Moderator

@JGWHITE3 I can see you've said you've sent the email to us with your details. As this is the case, we'll be able to further discuss your query from there. 

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4: Newbie

Remember that iphone users cannot change the security settings. You need to do that for them.

 

The "help" via PM isn't working by the way. I was asked to forget the wifi and clear my cache. I can't forget a network I am unable to join in the first place.

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Moderator

@JGWHITE3 - I’ve searched for your email via the address you’ve registered to the Community with and nothing’s showing. Please let me know the reference number from the auto reply email (it looks like #123456).

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4: Newbie
That's because I've had issues resetting my password here and had to use another email address. The help email went to my normal one. Last reference in the email header was 20312813.
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4: Newbie

And now I'm struggling to reply as the server keeps timing out (using Vodafone 4g).

 

This is just great service all 'round. 

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Moderator

@JGWHITE3 – Thanks for getting back to us with the reference number. I can see we’ve received your email and we’ll be in touch as soon as we can.

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4: Newbie

Still no resolution after providing all the required information (which really just required me to repeat everything I've provided multiple times already) a week ago.

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Moderator
Moderator

@JGWHITE3 I'm sorry for any inconvenience that's been caused by this. I can see we've responded to your latest email, if you pop back to us we can check further for an update. 

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4: Newbie

Well the response said that they were raising it with the Specialist Technical Team to investigate.  There hasn't been any correspondence since.

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Moderator
Moderator

@JGWHITE3 I'm sorry you haven't received any correspondence, since the issue you're experiencing has been escalated. Rest assured, once you've popped an email back over to us, we'll be sure to take a closer look into this and provide any further information we have. 

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Highlighted
4: Newbie

Sorry, but what exactly am I meant to say in this email? Can you not see the contents from the previous correspondence?

I simply answered questions I was asked, but now I have to send another email to get a response?

 

This is just crazy. 

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Moderator
Moderator

@JGWHITE3 I really appreciate your patience whilst our dedicated team have been looking into this and I'm sorry for the delay in getting back to you. I've contacted the adviser you spoke to via email and have asked them to get back to you as soon as possible. 

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4: Newbie

Unfortuantely I am still having this issue.

 

I received a call from the technical support team stating that I need to change my APN to:

APN: Internet

Username: WEB

Password: WEB

 

I did this, reset my phone and it still doesn't work.   I keep being told on the phone that I need to enter my username and password when joining the VodafoneWifi but this is incorrect.  In the past when I have connected on previous phones, I have never been required to enter these details.

 

Even when I do enter details I get the "Unable to connect to network 'VodafoneWifi'..  

 

I have emailed back to EFT195 [#20312813] stating this same problem, but they aren't quick enough to respond.  

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Moderator
Moderator

I'm sorry about the delay responding @JGWHITE3, if you've emailed back one our team will be in touch as soon as they can; to keep looking into the problems you're having. 

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4: Newbie

@JGWHITE3 you are not alone, I've been told by Vodafone that they have chased THEIR Specialist Team three times now for them to contact me.  My favourite email from Vodafone in this what can only be described as Vodafone at their shambolic best was the one where they asked me if I could tell them what action they had taken already to fix the issue!!!  

 

It is so disappointing and frustrating being a Vodafone customer - you just couldn't make up how bad Vodafone, they do that all by themselfs and one of the few things they hit bang on the head.

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4: Newbie

Finally, my issues has been fixed after 2 months!

 

I was instructed to go to:
Settings > General > Reset > Reset Network Settings

 

I'm not sure if something else was done in the background, but it finally works.  I now don't get asked for a username/password - which seems to be something the technicaly team completely miss and simply tell people to enter their Vodafone details.

 

Previously I'd been asked to go into Settings > Mobile Data > Mobile Data Network > Reset Settings

Again, not sure if this is the same as doing the first one but this method didn't work.

 

Sending an SMS to receive network settings also didn't work.

 

I wish I could remember the name of the gentleman that helped me so you could ask for him.

 

While I'm happy it has been resolved, this has seriously impacted my view of Vodafone and I would not recommend them to potential new customers.  

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1: Seeker

So, I moved to Vodafone after many years with O2, and have now encountered this frustrating problem.

 

No matter how many times I try to explain to tech support, they just don't understand what I need from them. The last guy (a senior level one apparently) told me I needed to connect via BT Wifi. He didn't understand that there is no BT Wifi on the Underground!

 

If anyone has any idea how to connect to the VodafoneWifi SSID with an iPhone XS on iOS 13, please do let me know.

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