Remove blacklist

[Ttd]

I have been using my Carphone Warehouse pre-ordered Samsung Galaxy S20 Ultra since March. The phone stopped connecting to the VF network end of October. After a couple of visits to the VF shop and numerous phone calls to VF customer service, VF confirmed a call was made reporting my phone + SIM lost/ stolen - hence phone and SIM were placed on the blacklist.

VF fraud team investigated (proof of purchase sent) and confirmed blacklist was illegitimate. Request was put in to resolve it and after many phone calls to VF, SIM was back working on other phones. Unfortunately, my mobile still won't work with any SIM. VF advised phone may be faulty. 

Contacted Samsung - after numerous phone calls and chats, sent phone for repairs. Samsung confirmed yesterday phone is ok but SIM 1 slot IMEI is still on the blacklist. SIM 2 slot (which also doubles as SD card slot) connects ok to mobile networks. 

Called back VF customer service who advised possible typo in IMEI number resulted in wrong request for un-blacklisting. I have lost confidence in the VF processes and unsure if current resolution is even genuine. 

I am desperate to get this resolved - any help /advise will be greatly appreciated. 

[MarkD]

Hi @Ttd, we would to take a look at what's been happening and help with getting you connected again. As we would need to access your Vodafone account, please send us a message on Twitter or Facebook and include your Community username so this can be picked up by the Social Media Team. You can find the contact details here. 

[Ttd]

Thanks @MarkD, I have sent a message on Facebook as advised. Here's hoping it gets looked in to.

I was promised a call back today at 4pm from yesterday's call but got nothing - wouldn't say I am surprised. 

[MarkD]

Thanks @Ttd, we're sorry to hear about the call back. Once your message is picked up, our Facebook team will be able to check what's been happening on your account.