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?

[AnnS]

Hi @Benjnicholls 

If the account is with OneCom this is going to cause complications moving back to Vodafone and as this is still Vodafone and it's not possible to port Vodafone to Vodafone, you are going to need to contact OneCom here: OneCom and request a PAC code. 

The quickest way to get the number the number back direct with Vodafone will be to port out on PAYG to any other network and port back in on a new contact direct with Vodafone for the same number.

The best person who has given the best advise is @Mark when he advised you to contact the Social Team, if this is still possible you will have direct help and support from the Vodafone Social Team to get the contract moved direct to Vodafone.

edited to add additional information:  I am wondering if requesting a PAC by text would still work and cancel the OneCom contract on this link: Cancel Account .  Speak to the Social Team, they will give all the advise needed.

Hope my reply helps.

[Benjnicholls]

Oh, this all sounds worrying!

Ann - what would you expect the social media team to be able to do that the online chat team can't/couldn't?

If it's going to be this painful, then I think we would be better moving to a different network provider.

[BandOfBrothers]

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@Benjnicholls wrote:

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!

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@Benjnicholls wrote:

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!

---

Perhaps wait to see what happens from the promised phone call @Benjnicholls before setting off anything else in motion. If the call isn't forthcoming then persevere with contacting them back 

[Benjnicholls]

Doesn't get any better.

Twitter team couldn't help my wife. Provided link to Onecom chat doesn't work.

How to cancel account https://www.vodafone.co.uk/help-and-information/cancel-your-account has incorrect info about sending PIN when requesting PAC.

Requesting PAC doesn't work.

Oh and the promised call never came from onecom. The voda chat manager only seemed interested in me leaving a good rating for him. If this company knew the first thing about customer service he would have called back to check we had been contacted.

Can't get an upgrade, can't leave! 

[BandOfBrothers · Accepted solution]

Right now Onecom has control over your account and not Vodafone which ties Vodafone's hands.

This is why we are advising that it's onecom that you need to persevere with @Benjnicholls 

Totally appreciate your frustrated and unimpressed.

@jennifervaldez if your account is with onecom then please read the thread and contact onecom for support.

I wish you both all the best with this. 

[Benjnicholls]

Thanks to the community for the support on this matter. 

After more interactions with various parts of Vodafone than should ever have been necessary, Onecom have issued my wife's PAC and she will be off asap.

[jennifervaldez]

I have same question. Please guide me. Thanks!