SMS & replacement SIM

[Miller05]

So at the beginning of October we discovered my son wasn't getting any SMS messages, he can send not receive. We realised this when we put his SIM into a new handset.

Didn't receive on old handset.

Doesn't receive on new. 

Doesn't receive on two other handsets.

Googled, checked all help options and settings tried everything. 

Finally had time to call Customer Service a couple days ago, and although she was a lovely advisor, she was unfortunately pretty clueless. Kept putting me on hold to Google what to do (which I had already done myself) after 45 mins, she finally gave into my request just to send a new SIM.

Which I was supposed to receive today, which I have not.

Now on the tracking text I got (on a different number) it says "order complete" then "order is a non shippable item" which just has me all kinds of concerned, am I not receiving a SIM or am I? I got an email telling me that my SIM swap request has been complete, and the number has been transferred to the new sim but there isn't a new SIM. I was told I would get a call back today following the issue being escalated and to see if the issue had been resolved but not had that either. Anyone got any answers for me!

[BandOfBrothers]

Hi @Miller05 

Is the old sim still working because if a sim swap had been successful then the old sim would stop working altogether.

If the old sim is still working then the advisory emails maybe have been sent automatically.

As account access isn't available via this forum I'd suggest to call 191 or alternatively contact the Vodafone Social Media Team's via Contact-us-for-account-specific-queries for help.

Link back to your thread here including your forum username so your not having to repeat yourself.

I wish you all the best with this. 

[AnnS]

Hi @Miller05 

Although you have already been through options and settings, the likely reason incoming text messages are not being received will be due to the messages not hitting the message centre.  The message centre number should be entered on the phone as +447785016005.  Also, take a look at bars on the online account and application, there is a restriction bar for incoming messages.

On the phone there is a setting for chat, is this is toggled on, toggle off and see if the messages come through.  You don't mention the phone you are using, if this is an iphone, turn off imessages.

Not sure of the reason for the  new SIM message, the notification would not have been sent by Vodafone until the replacement SIM had been activated online here:  SIM swap 

[Miller05]

All of that was done.

Kind of phone doesn't matter he's had the SIM in 3 different types of handsets.

One of which was brand new factory settings so everything would have set up when the SIM was put in. 

[Miller05]

Honestly just want to know if a new SIM has actually been sent or not. And I really can't face another 45 minute phone call with someone googling how to do things. 

[Mark]

We'll be happy to check a SIM's been ordered for you @Miller05 and if it's been received, we'll also get this activated. As we'll need access to your account to do this, pop us a private message including your full name, mobile number and a link to this thread via one of our social media channels.