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27-07-2022 12:40 PM
I think I have made a mistake choosing Vodafone as a mobile network provider.
I was looking for a network that I could use my Apple Watch Series 7 with, and I chose Vodafone.
My contract started on 7th July. I requested Onenumber a few days later and I have been told it was active at one point but cancelled by Vodafone on 12th July. I requested again on 23rd July and have had no success since.
I have tried web chat at least 6 times, complaints (0333 304 0441) 4 times and social media twice (Facebook Messenger).
I have now complained direct to the Chief Executive at nick.read@vodafone.com but didn't even get an auto reply.
If anybody is reading this for advice in the future and you are having similar issues, make sure you leave Vodafone before the 14 day cooling off period.
Don't bother with the webchat, they are clueless.
The complaints line answer quickly but have no authority.
The social media team can't access the sales functions at Vodafone.
The store couldn't help and actually said I shouldn't bother with Onenumber, there were too many problems.
Nobody ever wants to log a complaint even if you press them to.
Just a shame I am a week out of the cooling off period, so I can't leave.
Anybody know how to get Onenumber to work?
27-07-2022 02:13 PM
That's a disappointing reply from one of the team members in the Vodafone Highstreet Store.
We only see the negatives here on the forum and don't usually hear from people who are using One Number successfully.
However Vodafone have had their issues with this service going by the posts on the forum.
Maybe conduct a forum search as there might be an existing similar thread that has some advice you've possibly not attemped yet.
I wish you all the best.
Current Phone >
Samsung Galaxy s²⁴ Ultra 512gb.
27-07-2022 02:42 PM
A lot depends on the plan you have, if you purchased the watch direct from Vodafone you will already have a OneNumber connectivity plan included. If you purchased elsewhere follow the steps below to activate the smart watch and add OneNumber connectivity plan to your account. OneNumber
If you have followed the set up procedure this should be working correctly. If there are still problems it's going to need account access and further investigation from the Social Team, drop the Twitter/Facebook Team a further message with a link to the thread.
27-07-2022 02:48 PM
I have been round that loop 4 times.
What you fail to mention is the social media teams do have account access but are not part of the sales team, so if the subscription is pending or cancelled, they cant do anything. Then you go back to sales, who process it and they say wait 24 hours. It gets cancelled the next day and you are back to square one.
27-07-2022 04:32 PM
I found an official way to log a complaint after no employee would log one for me.
The link is here:
https://complaints.vodafone.co.uk/resource?id=11306244&db=vodafone
27-07-2022 04:56 PM
If all else has failed @stephensonrn I usually link to this one > code-of-practice.
Current Phone >
Samsung Galaxy s²⁴ Ultra 512gb.
27-07-2022 05:00 PM
I think a few more Vodafone employees need that link, they are not following there own code of practice.
28-07-2022 02:31 PM
An update on this. Sales somewhere near Hull processed the subscription yesterday and it failed again today. I went to a Vodafone store and they have processed again, which will likely fail tomorrow. A lady from complaints rang me as agreed at 1230 but she can no longer help as I have logged a complaint. Shambles, in my honest opinion. Apparently customer relations are going to ring me on Sunday 31st July. Obviously too busy with other complaint’s to ring today or
tomorrow. Very poor.
28-07-2022 05:09 PM
For the benefit of anybody reading this for reference, making a complaint is probably the wrong thing to do. The customer relations team are just the same as customer service. They go through the same routine, no empathy, no apologies. They are outsourced abroad, so I would recommend sticking with the complaints number above. The problem now for me is nobody will help me because I have logged a complaint.
29-07-2022 11:10 AM
Another update. Customer relations are as hopeless as the web chat. Might even be the same people. Go through the same play book. She even suggested a new sim card, even though I have an e sim. As I had been to the store yesterday (I really feel for those people) and applied for Onenumber again she said I had to wait 24 hours. Thats just expired and, guess what, somebody has cancelled the order again. Been in to the store today and they cant help. Customer Relations have text to say they are calling between 10
and 12 today but I doubt they can help.
Interestingly, I complained to Apple and their customer service is light years ahead of Vodafone. Was offered a replacement watch by post or store visit to see if they can help. Went for the store visit tomorrow. It is at the Trafford Centre and the Vodafone store is in the same place - what are my chances of getting a Vodafone employee to the apple store ?!?