SIM deactivated, no mobile service at all

[father_ted]

I'm getting pretty exasperated with this - has anyone any ideas?

-Signed up for new 12 month Vodafone SIM Only.

-Got PAC from old network, ported number successfully.

-iPhone reported '4G Calls Turned Off'. Contacted support, they said they'd do something with the SIM to sort it.

-Result - no service at all, phone won't register on network.

-Webchat at the end of last week says 'we fixed it, wait 24 hours and your phone will work'.

-It doesn't work. Webchat on Sunday say 'escalated to specialist team, wait 24-72 hours and your phone will work'.

-It doesn't work. Go to Vodafone shop who can't do anything.

-Webchat today (Wednesday) 'I definitely fixed it correctly, wait 24 hours and your phone will work'.

I have no confidence that Vodafone can sort this issue, how can I actually speak/email/whatever with someone who can sort this issue? Webchat just say 'we can definitely fix it / we have definitely fixed it' and the cycle repeats, paying for a phone that can't even make a call or send a text, never mind any data.

[BandOfBrothers]

Not a good seamless process for a new customer at all ! @father_ted 

Sounds a bit like a split port where not all the files have properly completed.

I'd suggest to speak with the Vodafone Social Media Teams via Facebook Messenger or Twitter DM and they'll look into this for you.

Contact-us-for-account-specific-queries. 

If necessary also raise a complaint > Complaints/code-of-practice. 

The Vodafone Social Media Teams are also part of the customer relations team.

I wish you all the best.   

[father_ted]

Update 4th August - 24 hours after the third attempt at fixing this by webchat.

Of course, still can't register on the network.

Called the complaints number and was told 'this has been escalated to a specialist department', but they couldn't tell me how long this would take. Asked why someone told me it would take 24 hours yesterday...

Asked to speak to a manager and to register a formal complaint, and was told that there were no managers available.

It is over a week without ANY phone service at all, which for a self-employed person is pretty serious. What do I have to do to get someone, anyone, at Vodafone to take this seriously? Clearly, calling the complaints number is futile.

Is there a CEO-level complaints team like with BT? The only think I can think of is to go to the consumer columns of the newspapers and see if they're interested.

[AnnS]

Hi @father_ted 

You would have been enquiring about data calling and 4G VoLTE calling.  You would have been able to set this up from here: Data Calling , when configured, you would have been able to turn on the data calling and 4G VoLTE calls service on your Application and online account.

As you mention the number successfully ported and you were using the service successfully, I am wondering if Vodafone accidentally disconnected the SIM when they should have referred you to the data calling set up procedure from the website.

Either way, it's going to need account access to solve, you have the Social Team through Twitter and Facebook social channels here on the forum or the complaints process where you will be assigned a case handler here: Complaints One thing I will say about Vodafone, they will do their best to put things right and make sure the customer is completely satisfied.