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14-05-2019 07:52 AM
I've just migrated my PAYG number to "Red Extra 2GB data" which is supposed to offer unlimited texts and UK minutes. This was following a "special offer" text from Vodafone.
Neither my online account nor the app show any UK minutes allowance - just data and texts - so I made a couple of voice calls to UK landline numbers (01) to see what happened. Both calls have been charged for and I now have £2.68 of "out of allowance" voice calls on my next bill.
Furthermore, I am unable to login to the app now - it asks me to set a PIN and, when I try, it just says "Sorry We're having a few technical diificulties at the moment". It's been like this for two days.
After months of faultless PAYG usage this is a very poor start to a SIM-only contract, so please sort this out, Vodafone!
14-05-2019 08:17 AM - edited 14-05-2019 08:24 AM
Hi @Umiamz
You should have received a new pay monthly SIM.
When you change from PAYG to pay monthly, you will need to set up a new online account for pay monthly. You may well find you will need to use fresh information from the PAYG account with alternative user name, password and probably email address.
As soon as this is up and running and you have received the first billwith some account information to view, the application should follow. However, as this will be a new account, you would need to delete the app fronm the phone and play store/Google account and this will enable you to instal a fresh version for the new account. The system may not have caught up and you may need to wait a few days before this can be done.
Live Chat or 191 would be the quickest way to get your voice calls working. Alternatively, the forum team will get to the thread and advise how you can contact the Team for your account specific enquiry.
14-05-2019 08:25 AM
@AnnS, I didn't have to set up a new online account - the original PAYG one now shows all the relevant information and options for a pay monthly account (apart from the missing minutes). I've reset the app and deleted it from my phone (iPhone), then downloaded it again and set it up from scratch and it does show all the pay monthly information, apart from anything that requires me to log in. It's when I try and log in that it asks me to set a new PIN, followed by the error message I mentioned in my post above.
14-05-2019 08:38 AM - edited 14-05-2019 08:41 AM
Hi @Umiamz
Previously when a customer change form PAYG to pay monthly, it was necessary to set up a new acocunt, perhaps this has now changed.
The PIN is a 4 digit and this is used when contacting Customer Services to talk about your account, you also need to receive a security code to the phone to verify your identity when logging into your online account.
The forum team will read the thread but 191 or live chat would be quicker.
14-05-2019 08:41 AM
@AnnS, I think you are getting confused over PINs! The app uses a PIN for authentication - it's not the same as the one you mentioned which is set in the online account.
14-05-2019 10:24 AM
I've called 191 and this is now being handled by the Specialist Care team.
15-05-2019 07:41 PM
Hey @Umiamz, thanks for getting in touch. I'm really sorry to hear you're having trouble with your online account.
I'm glad to hear that it's being looked into. If you do need any further help, please contact us via Facebook at Vodafone UK; or get in touch on Twitter using the handle @VodafoneUK.
Please also provide a link to this thread, along with your username; this will save time and we’ll be able to help you quicker.
16-05-2019 10:00 AM
So, after hearing nothing for 2 days I used live chat this morning to ask what was happening. Don't worry, they said, it will be sorted out within 24 hours (just what I was told 2 days ago).
Now my account has been completely deleted - number is dead and online account says it has been cancelled.
Vodafone - this is completely inept and I've had enough. I want the account to stay cancelled and I don't expect to have to pay anything as I've made no chargeable calls (even though I've been charged for them).
16-05-2019 12:56 PM
16-05-2019 01:47 PM - edited 16-05-2019 01:52 PM
Hi @Mark,
I did that (Twitter - I don't do Facebook) immediately after posting here and now waiting for a reply.