I have previously had OneNumber on my account, then sold that watch some time ago so cancelled it. On Saturday I signed-up for a new OneNumber for my Apple Watch, through the iPhone in the usual way. Waited 24 hours as instructed. Nothing. Order showed as pending on the OneNumber website. Went through to Chat support, eventually they say "there's a problem with the order, we need to escalate it internally by sending it to another team, please wait 24 hours". Next day, nothing, back to chat support, "We will move it to the priority team, please wait 24 hours, I promise you 100% it will work after that". Next day, nothing, back to chat support "Priority team are on it, please wait 24 hours, I guarantee it will work after that. We're getting so many OneNumber orders we can't keep up, it's a manual process etc". Next day, progress, I get the email with the QR code. Go to the phone, try Setup Mobile Plan, "cannot connect", "Vodafone timeout", "server error", etc. etc. Back to support: "You've ordered the wrong kind of OneNumber, you need to cancel it and order a different one". Me: "How can I choose what to order, I just clicked the Setup Data Plan on the watch, I don't get a choice at that stage". Them: "We'll transfer you to sales who will cancel your existing order and create a new one of the right kind". After 2 hours on chat with sales, and a comedy of errors like the chat telling me I'd been quiet for too long and it was going to disconnect me because the Vodafone CS person said they needed to read/do something, various "my system is overloaded and too slow, I need to reboot", I get to them saying they need to go through T&C's with me, I said can't I just say yes I accept, given that's what I'd do on the watch, she said no, so I say go ahead then and she says I can't because my system is broken. Eventually we get through the T&Cs and she says I need to do a credit check (which of course wasn't necessary when signing up via the watch, I've been a customer for many years with 3 different phone subscriptions, etc.). Ok fine, do the credit check. Then she completes the order for OneNumber, and announces "it won't go through". Then a few minutes later "it's gone through". Great. Get an email about an hour later with a breakdown of the costs for the new OneNumber plan. Progress. Except 24 hours later and still no email saying I can go ahead and set it up, no QR code, and of course, it doesn't work if I try Setup Data Plan on the watch.
And yes, I've tried Social Media for support, repeatedly, I get zero response.
I cannot fathom how it can be this bad. Sure I can move my three numbers to EE, except I don't get coverage from EE when at home. The company for which I make decisions related to technology has about 300 phones with Vodafone globally. I am intending to move them ALL to another provider. I just cannot stand it any longer.
If someone from Vodafone wants to sort this out then great, but I honestly doubt they even can if they want to at this point...
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