Technical issue trying to see upgrade options

[Benjnicholls]

My wife is looking to upgrade from her current sim only deal. She can log onto the vodafone site, see her bills etc, but when she clicks the "Upgrade" button from within her account, it waits for over a minute and then goes to "Something exciting is coming soon" page (which looks like a maintenance page to me).

If she goes to "My vodafone", upgrades and then signs in from there, after entering the password, it gets into a cycle of refreshing a blank page forever.

Have tried various browsers (including incognito mode) and devices, all the same.

If she uses the app on her phone, it says there is an error and can't log in, come back another day.

Any ideas?

[Mark]

That's a little strange @Benjnicholls, we're not aware of any issues at our end and I'm able to check my upgrade options through the My Vodafone app. As she's able to log in and check her bills, it sounds like her online account's been activated, but there seems to be a problem accessing this area. So we can access her account and take a closer look into this, please ask her to get in touch with us directly through one of our social channels and we'll be happy to help 😁

[Benjnicholls]

ok, will try that. Thanks Mark.

[BandOfBrothers]

Can she try clearing her cache,  cookies and Internet history @Benjnicholls  ?

Might help.

If it is a site glitch then I see the options as leaving it for a short while and then try again or speak with customer services on 191 , 0333 3040191 or Live Chat to complete her upgrade. 

[Benjnicholls]

Thanks - tried all those things. Same across multi devices, and browsers. Been the same for a few days,

[BandOfBrothers]

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@Benjnicholls wrote:

Thanks - tried all those things. Same across multi devices, and browsers. Been the same for a few days,

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Ok.

Could customer services not upgrade you instead @Benjnicholls  ?

[Benjnicholls]

I'd like to resolve so that we can upgrade at leisure without needing to decide whilst on chat with an ill-informed CS representative.

Talking of which, after an excruciating 40 minute CS online chat with someone who couldn't even find the account, we then got transferred to someone who was competent. They found a technical problem with the online account, so they deleted the account and my wife can register for a new one tomorrow.

Thanks for your help all

[BandOfBrothers]

That's fair enough to be able to decide on what to go for when upgrading @Benjnicholls 

At least then customer services found an issue which explained why your wife couldn't update through her account so it was worth ringing them in the end.

I wish you all the best with this and hope she is able to access her account to update today.

You're very welcome for my advice.  👍

[Benjnicholls]

Well that didn't go well!

Seems that the online account hadn't been deleted and looks like maybe I wasn't told the truth as the account is managed by a third party company called Onecom and Vodafone are very limited in what they can do.

So another hour on chat with them, finally spoke to a manager who is arranging for a call back to get the contract transferred to Vodafone.

I can only guess that the original purchase was from some other phone shop, but as it was about 30 years ago, we can't remember!

[BandOfBrothers]

Onecom is a business partner of Vodafone.

Contracts that have been opened up through Vodafone have been known to be transferred to Onecom without the contract account owner not being aware until they cone to move networks or contact Vodafone to upgrade. This is in the T&C's.

I wish you all the best with this @Benjnicholls