Update - I tweeted to @VodafoneUK a couple of times but they didn't even bother to acknowledge. So I was left with no choice but to continue calling CS.
Notes from approx. 10-15 calls to CS totalling over 4 hours in last few days -
- Each time, you have to explain the issue from scratch even though call notes were left on the account. You'll typically be connected either to the Consumer Technical Care team in India or the Converged Care team in Egypt.
- Even though I had demonstrated that my plan has 5G, phone is 5G enabled and that I'm in 5G coverage area and even tested this with another Vodafone & Voxi 5G SIM to rule out anything other than the network blocking my SIM to connect to a 5G signal so only recourse is a full SIM disconnected/reconnection, this is a challenge for CS guys to understand and they'll try to blame you, phone, etc.
- After I politely insisted, the CS agents tried to create an internal escalation to a "Super User" who would only interact with the CS agent by email with them (perhaps they need to be advised a good telecom company who can provide them with phones to speed up interaction).
- Was told a Super User will pick up the case, call me before doing the SIM deactivation / activation.
- Nothing happened so next day chased and was told that there is a backlog of 190 cases but this particular CS agent has a friend who is a Super User so will email (again not phone or transfer the line).
- Nothing happened again so chased next day, this time I was told a Team Manager can do this deactivation/activation and will be done in 30-45 mins.
- Nothing happened so called again later that afternoon (yesterday), I was told notes on account updated and I'm now being transferred to tech team and was on hold for 30 mins before I gave up and disconnected.
- A few minutes later they must have triggered the deactivation and so SIM lost all connectivity as expected.... Waited around 45 mins to restart the phone and lo behold, the SIM connected to a 5G signal.
So, if you have the same problem as mine, please insist on a full SIM disconnection/reconnection (fancy name is de-provision/re-provision) and not get distracted by SIM swaps and other device related settings.
@Mark, @Tash, @Jack, @Stubbo, @TJ - if possible, it'll be great to update the guidance for CS team about how to manage these cases so there can be a quick resolution for the customers.
P.S. - After my services were reactivated, I saw in the app that the next month's charges (line rental, usage charges, etc.) will be wrong. As I had done an upgrade on 22 Nov, my previous plan's line rental credit (as they charge in advance) etc was removed when they deactivated/reactivated yesterday. So I'll have to put in more calls when the bill is generated on 5 Dec to explain the history and get them to apply a credit.... Vodafone is the gift that keeps on giving!
