My Vodafone App doesn't let me view my other lines

[sjw211]

Up until a little while ago I could access my 4 lines in my My Vodafone App.  Clicked a picture, used my fingerprint and I could select them all and view bills, usage etc.

I recently took out two new lines (to replace two existing ones - one of which is my main one I use), switched two existing ones to PAYG for 30 days and then did a number swap to replace the 'new' numbers.

On my phone now when I log in (I have removed App, deleted data and cache - and reset the App), I see my usage but when I try to select one of the other accounts it says 'Sorry, something went wrong with the loading of your account information'.

I can log in online (browser) fine and see all 4 accounts.  All 4 show up in 'My account controls' and all 4 are 'Opted in'.

Any idea why I can't access the accounts from my main phone App anymore?

EDIT: I just checked and it shows 2 accounts as being cancelled - and another that lists my 4 lines.  Does something need to change to 'associate' these accounts for the App?  I log into the App using the same details (email etc.) as online browser.

[sjw211]

Yes, I replied (again last week) and had a reply:

"I've reviewed the information we've sent to the Specialist team and they're still working on resolving this issue for you.

Once they have a resolution for you they'll be in touch to let you know the next steps involved.

Please let us know if there's anything else we can help you with."

As I said above, I really don't feel that anyone, nevermind a 'Specialist' team, is actually looking at it.

[Josh]

@sjw211 I can assure you that if you've received this message from our team, one of our specialists will be case managing your query and will certainly get in touch as soon as they receive an update. This will have gone to the highest point of escalation to ensure everything is followed up. 

[Getafix]

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@sjw211 wrote:

How long is considered acceptable for customers to be unable to access their bills and usage etc. from the App?.

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Looks like due to cancellation and additions, your App does not seem to pick the new lines. Have you got separate Billing arrangement by any chance?

Regarding acceptable time, I waited for 22 months, with plenty of emails to and fro especially saying it is resolved when it had not been. I even had a bet with one of the Forum Team Member that it will not be solved unless a Full Rest. It was ultimatley decided that create a Brand New account for me. 

So my advise is if this is not resolved within a month, then ask them to set up a Brand New account. 

[sjw211]

3 1/2 months in - any chance of an update?

On one account I'm constantly getting close to or reaching the monthly data allowance as I can't check it from my phone - maybe some extra data could be added as compensation to ease this situation?

[Getafix]

Follow my advise as per previous post.