Hi all,
I thought I'd give an update. As suggested, I waited the 24 hour period where I was 'reassured' that the issue with my subscription being on hold will be rectified and I will be contacted. Unfortunately, this did not happen. No contact was made from Vodafone. I called this morning and spoke to an advisor who stated that they are sorry that this has happened and promised that they will look into it. As far as my experience goes with Vodafone, the number of promises made by Vodafone have never been fulfilled.
I asked for my PAC code and was transferred to another agent. He was part of the upgrade and retention team I believe. He asked why I wanted to leave, especially that I had only just taken out the SIM only contract. I explained the situation with the One number subscription and in fairness to him, he did say that he did not really know how One number worked and how to rectify the 'order on hold' issue. He very politely provided the PAC number and said if I would like to talk to the technical team just to see if they can help. I agreed.
I then spent about 5 minutes explaining to the advisor the issue and she was very apologetic. She then said she does not know why the order is on hold and that it should not be. I was then advised that she can cancel the order and raise a new one. I asked what the chances are that the order won't be on hold again to which she replies "slim to none". If my order was placed on hold the first time, I am sure the "slim to none" statement has no value in reassuring me. I politely stated that I am in my 14 day cooling off period and that I moving to EE and hence why I asked for the PAC code.
Since then, I have transferred my services to EE who offer a similar service to using the Galaxy watch without the need to carry around my phone. My brother actually got an EE sim only contract last week and had managed to successfully connect his services to his watch. All he had to do was use his EE login details on the watch and then select a plan. And within 3 hours, his watch and phone were under the same number.
I do not understand why it is so complicating for Vodafone and especially, why probably most staff including the technical team have not been trained on the issue of One number subscriptions being 'on hold'. I have lost my faith in Vodafone customer service and their ability to maintain their commitment to resolving customer issues. I will be paying EE an additional £3/month but this seems minor as I am getting the service I asked for without any issues and have not had to call EE once with an issue with my order.
I hope anyone else who has a similar problem has it resolved. Also, if you are within your 14 day cooling off period, you may wish to consider alternatives before you are tied into a contract and have a hefty penalty to pay to leave. I consider myself lucky that I came across this issue now rather than later, as I would have been legally bound by a contract.
Thank you to all those tried to help. And good luck to anyone with a similar issue.
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