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Pay monthly

Moving a number from one phone to another

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Smiley11
3: Seeker

Hi , I have been a loyal Vodafone customer for 26 years and am on the verge of leaving never to come back. I shall explain why. I have a mobile with a monthly vodafone contract , which is now at the end of its 2 year contract and so 10-days ago I asked for it to go to Pay as you go. At about the same time I found a cheap deal with Carphone Warehouse for a new phone and a new 2 year contract with Vodafone. They told me it would be easy to get Vodafone to switch my old number to the new phone and Sim, and that I should just ring them. It has proved anything but easy. I have been sent from different department to different department , from the renewals department in Ireland who were very rude and unhelpful to eventually a nice man in India who talked me through filling out an online form and said the  process was in motion and would happen within two days. I recieved an email and text saying this would happen and I should ring to confirm that I was happy for the number to move. When I rang the number that I was told to ring, after waiting 20 minutes to get through I was told it was not possible and that I should speak to a different department and that the nice gentleman had made me fill out the wrong form. When I was eventually put through to the right department I was told they would not be able to do this until 30 days after I have changed to a pay as you go contract. I have so far wasted several hours on this and am frankly appalled at your customer service. This is no way to treat an existing loyal customer nor a new customer. Please can someone advise me how to get my number on to my new sim and how the best way to make a proper complaint to Vodafone, for whom there seems no easy way to email or contact without having to waste more time being put from department to department.

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donnyguy
16: Advanced member

Hi there,

I get that this is frustrating but basically you're playing the system in order to get a better price on your contract moving forward, I know - I did the same. 

So the situation is, just to re-cap:

  • You have a Vodafone contract (the old one), in line with the terms and conditions, if you are wanting to end the contract and go to PAYT, you need to give 30 days notice (same as if you wanted to just end it)
  • You have taken a new contract through a third party (for a better deal), you have the option to either port a number in from another provider or from Vodafone PAYT. There is no facility to port in from an already live contact. Which basically this is until you either port out using a PAC code or see out your 30 day notice to close the contract and move to PAYT

Definitely annoying and but you need to consider the situation here. Vodafone require 30 days notice to end the contract. This is in the terms and conditions. However, there is a way around this as OFCOM require them (and all networks) to waive this notice period if you use either a PAC or STAC code.

This is why the answers you receive above have pointed you down that route. It does make sense to pick up a PAYT sim card from an alternative network at your local shop (most sell them for 99p) or even go on their website and get a free one sent to your home (check out EE and O2) and port your number to that sim before then porting back to your new Vodafone line.

Point I'm making (and I do buy into your frustration) is they're basically behaving, as all networks are, in line with their terms and conditions.

So I'd recommend:

  • Porting out and back in again (most hassle but quickest way of getting end result)
  • Moving to PAYT then filling out the move my number form when complete (less hassle but longer wait)
  • Call the complaints number and see if you get someone sympathetic

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19 REPLIES 19
AnnS
17: Community Champion

Hi @Smiley11 

 

Please see this thread I replied to yesterday, it will explain the process when purchasing a contract through a third party with a new number no need to go PAYG.

 

https://forum.vodafone.co.uk/t5/Pay-monthly/Contract-ends-I-want-to-switch-to-pay-monthly/m-p/268745...

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Smiley11
3: Seeker

Hi, I tried getting my PAC code, which they sent me but I expect because I am exporting the number to another vodafone contract, and not another network, they say the PAC isn't recognised and it didn't work. I don't have another network to export it to, and don't see why I should when the new contract I have taken out with Vodafone through Carphone Warehouse said I should just ring Vodafone and they will sort it

 

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AnnS
17: Community Champion

Hi @Smiley11 

 

When you go through a third party, it will be as a new customer with a new number, this saves you a lot of money.  If you had gone straight through Vodafone it would have been an upgrade with the same number but a lot more expensive.  You need to get the previous number on the new contract.

 

You won't be able to port Vodafone to Vodafone, it has to be to an alternative network.  

 

The procedure is on the linked thread:  

 

Order a PAYG SIM from an alternative network, this can be online or through a store.

Text PAC to 65075 when you have the code port the number to the other network PAYG SIM.

Port back in to Vodafone by following this link: Keep My Number follow the link joining from another network

You will have your previous number on the new contract within 24 hours and no waiting 30 days for the number to move to PAYG, plus providing you are out of contract no extra charges.

As you will be cancelling your previous contract also see here: Cancellation 

 

 

 

 

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Smiley11
3: Seeker

Crumbs -what a performance. Every two years for the last twenty odd years I have just upgraded with Vodafone, until I realised how much money I was wasting. This is  the first time I have tried to avoid these massive extra costs. My father recently did the same and after complaining they transferred his number to him without making him wait. You have been helpful , so thank you but I live out in the countryside and it is not easy to get a new  PAYG quickly. They could transfer my number in a second if they wanted to. Do you know who I can complain to? As I really feel this is no way to treat a loyal customer and shareholder too? My best friend is a journalist for the Daily Mail who loves this type of thing and I think this would make a very interesting article.

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AnnS
17: Community Champion

Hi @Smiley11 

 

This is the same for everyone, the previous contract has to be cancelled and the quickest way to get this done is to port out and back in, saves the 30 day wait, saves you 30 days extra line rental, serves the purpose and gets you the previous number on the new contract within 24 hours.

 

As you are not satisfied, I would suggest you follow this link and speak to the Social Team  through Facebook or Twitter social channels.  Alternatively, follow the complaints process here: Complaints 

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Smiley11
3: Seeker

The complaints form is totally inadequate and doesn't let you explain what exactly the problem and the social media options are no good and too complicated for someone who doesn't do social media.

 

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donnyguy
16: Advanced member

Hi there,

I get that this is frustrating but basically you're playing the system in order to get a better price on your contract moving forward, I know - I did the same. 

So the situation is, just to re-cap:

  • You have a Vodafone contract (the old one), in line with the terms and conditions, if you are wanting to end the contract and go to PAYT, you need to give 30 days notice (same as if you wanted to just end it)
  • You have taken a new contract through a third party (for a better deal), you have the option to either port a number in from another provider or from Vodafone PAYT. There is no facility to port in from an already live contact. Which basically this is until you either port out using a PAC code or see out your 30 day notice to close the contract and move to PAYT

Definitely annoying and but you need to consider the situation here. Vodafone require 30 days notice to end the contract. This is in the terms and conditions. However, there is a way around this as OFCOM require them (and all networks) to waive this notice period if you use either a PAC or STAC code.

This is why the answers you receive above have pointed you down that route. It does make sense to pick up a PAYT sim card from an alternative network at your local shop (most sell them for 99p) or even go on their website and get a free one sent to your home (check out EE and O2) and port your number to that sim before then porting back to your new Vodafone line.

Point I'm making (and I do buy into your frustration) is they're basically behaving, as all networks are, in line with their terms and conditions.

So I'd recommend:

  • Porting out and back in again (most hassle but quickest way of getting end result)
  • Moving to PAYT then filling out the move my number form when complete (less hassle but longer wait)
  • Call the complaints number and see if you get someone sympathetic

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Smiley11
3: Seeker

Thanks Donny. Clearly put and sums up the situation. I have just ordered a SIM card to be sent to me and so will do the porting out and in option. 
  I was hoping that Vodafone might budge , as I was still remaining a Vodafone customer just not choosing their expensive package, as  i am sure it only takes a few clicks to arrange. I hoped that considering I had loyally upgraded every 2 years for years , paying hundreds of pounds extra each year than if I had bought a  handset and had a basic contract and been  a customer for 26 years that it might count for something - but clearly not!

 

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donnyguy
16: Advanced member

I totally hear you 😁

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AnnS
17: Community Champion

@donnyguy 

 

Thank you for confirming the information I gave to the poster was correct.  I really shouldn't have bothered to have given my time to try and help.

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Smiley11
3: Seeker

Sorry Donny, I thought I said thanks for your info and that you were right. But should I have Written something elsewhere? I am new on this forum and so not quite sure how it works.

but Many thanks. 
interestingly, this hasn’t been the end of my saga. Somebody from Vodafone rang up this morning and said did I want to move my number to my other phone, and so I said yes. They then sent me an email saying they have merged my two accounts and that I now have both numbers on one phone. I rang them back to say that I don’t want that and that I just want my original number on my new phone and sim and then to cancel my old phone . They said that I had filled out a form asking to merge the accounts. I explained that I only filled out the form I was told to having spoke to an operator. They have said they will look into it and get back to me. That was 2 hours ago! I suspect that a language misunderstanding is responsible for them making me fill out the wrong form, but I totally despair at the way they are run and the inability to get through to the same person each time and how no one takes any kind of responsibility .

 

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jeffkinn
17: Community Champion

@Smiley11 wrote:

  I was hoping that Vodafone might budge , as I was still remaining a Vodafone customer


But that's the point - you aren't remaining a Vodafone customer. You have become a Carphone Warehouse customer and they have effectively sub-contracted the network connection to Vodafone. That's why it's so fiddly to do what you're trying to do.  And speaking of Carphone Warehouse, they are fully aware of how cumbersome the process can be. Did they pre-warn you about the hassle? If not I'd ask them why.

 

Good luck!

Jeffkinn_Sig.png

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AnnS
17: Community Champion

Yes @Smiley11 

 

Customer Services have put your new number on the same account.  However, once you have ported out your old number and ported back in on the new Carphone contract this will sort itself out and you will only have the one number on the account.

 

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Smiley11
3: Seeker

Dear Community Champion,

 Thanks so much . So can I confirm that I need to port out my desired number to a new cheap sim, which will leave only my temporary mobile number that came with the new phone on it . I then port it back in and it will get rid of the temporary mobile number and just be my desired one number and one account? Is it easy enough to get my PAC code when I have two numbers on the account? When I tried logging into my Vodafone just now it said my phone was no longer associated with my account, and to ring. I am beyond despair. 
I get that Vodafone don’t like this done, and shall not be doing it in a hurry again, but I just please want my one long term number on my new car phone warehouse phone and to close the other account. It is not too much to ask.

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AnnS
17: Community Champion

Hi @Smiley11 

 

Whatever you do make sure you request the PAC from your old number not the new Carphone contract or you will end up with a PAC for the new number.

 

When you have the PAC for the old number submit this to the other network PAYG number, the old number will move to the other network provider, when the number moves you then need to request a PAC from the other provider by texting the same number and submit the PAC to Vodafone by following the keep my number link in my reply.

 

If all goes according to the way it should, you will only have the old number on the account.

 

 

 

 

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Smiley11
3: Seeker

Thanks so much. Will give it a try. One final question- my original account from which the number I want to keep has come originally - will that naturally close as it has no number associated with it, or do I need to do that? (it was a pay monthly but recently,after the 2 yr contract ended,  I asked for it to go to PAYG and they said it would do by the end of this month)

  Thank you for your time.

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Smiley11
3: Seeker

Hi Jeffkin,

Now I see. I thought I was still remaining a customer of Vodafone as I have a new account no. with them and everything. I thought It was some joint Carphone Warehouse / Vodafone arrangement, so presumed it would all be ok. 
  Interestingly CPW said i could get my number transferred no hassles!! When I rang up to explain the almighty ordeal I am still going through. They said that they apologised if I had been given incorrect information, which I expect they say to everyone and then They can carry on selling these contracts!

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jeffkinn
17: Community Champion
This has been going on for years. It’s in their interests to sell you a new Vodafone contract so they get their commission. This makes life difficult for existing Vodafone customers as you are treated by the network as a new customer. But the normal PAC code route doesn’t work as you can’t use a PAC within the same network. Hence the trouble that you have encountered.

Jeffkinn_Sig.png

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Smiley11
3: Seeker

Thanks for your help.

 

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