I would recommend calling their complaints line instead on 0333 304 0441 as you get through pretty much straight away everytime once you have made it past the options.
I have to say that both the initial complaints handler i spoke with and the support guy i spoke with via this team were great. It’s a shame I didn’t go through this department sooner!
im giving them one final chance to rectify (not usually this generous). But predominantly as the number needs to be fixed before i can switch back to Sky.
interestingly the complaints handler straight away said he thinks he knows what the problem is and that it is likely to be an issue from when they ported the number and that although it had said it was completed successfully there were elements corrupted. This matches what someone had mentioned in response to my post the other day. He commented that this does happen from time to time and sometimes it results in people unable to use data or make outbound calls or as in my scenario unable to recieve calls or texts from anyone outside of the Vodafone network.
what i find extremely frustrating is that if this is a known/common issue why wasn’t it one of their first things to check! Instead they have had me constantly chasing and contacting them to get to a resolution, it should be in their interest to proactively resolve customer issues especially new customers.
we are now at the stage where their porting team are checking the backend and once/if confirmed that this is the problem they will communicate with both Sky and O2(where this # originated from) to re-port the number.
this will however take me past my cooling off period. Whilst they couldn’t exntend my cooling off period. I was told that i would still be eligable to cancel without penalty due to them being unable to deliver a full service. My worry is that reading their T&Cs is that this is very ambiguous and based on not delivering a service for an “unreasonable period of time”, well who decides what is unreasonable!
i do highly recommend calling that number instead though as they were far more usefull and willing to help than the general support and online chat team who seem to just fob you off with a million troubleshooting guides. The chap even promised to give me a call back the following day when the porting team were open to confirm it has been passed over to them and to provide an update and called at the exact time he promised, whereas the numerous promised call backs from general support prior to this had never materialised
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