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Trade in just not working at all

3: Seeker
3: Seeker

I've heard others are having major problems with this.


When I initially did my trade in checks on the app it all seemed to work fine, but my returns pack didn't arrive, I tried the checks again to see if that would help, again, no pack. I called Vodaphone at the weekend and was on the phone for an age with an operation who was very nice but unable to help me, he advised I call the UK trade in team on Monday. I called on them and they advised to phone Wednesday as packs have taken up to 10 working days to arrive so called again today. They have no record of me having organised a trade in at all!


They advised me to try to re-do the trade-in checks, the app then wouldn't allow me to, saying I have no internet connection (which I do have since I'm able to go online fine - my wifi is switched off). I was then advised to call another number. I've now spent almost the entire afternoon with calls going back and forth with them. The person is very nice and trying to be helpful but I'm getting nowhere.


The person on the phone advised to uninstall and reinstall the app, but the phone won't allow me to do that either.


I'm completely stuck, no one seems to be able to help and now I'll probably end up having to pay an extra £15 a month which I can't afford.


Does anyone have any ideas? Vodaphone shouldn't be advertising a service if they can't actually provide it.


17: Community Champion
17: Community Champion

You haven't had a good time at all.

Perhaps try the Vodafone Social Media Team's via Contact-us-for-account-specific-queries to see if they can advise further.

Sometimes when somethings not working then the generic troubleshooting is to clear cache , cookies , history and try another browser etc @gdono 

I wish you all the best with this. 

Current Phone  >

Samsung Galaxy s²³ Ultra 512gb Phantom Black.



Thanks, I'll give that a go. I'm sure I'll get there eventually, though I may have thrown the phone out the window by that point...

Moderator (Retired)
Moderator (Retired)

Sorry to hear this @gdono, as @BandOfBrothers suggested, we'd be happy to look into this for you via Social Media if you haven't been in touch already 👍 

16: Advanced member
16: Advanced member

The Android version of the app got an update yesterday with a fix for the trade in issues, according to the update log.

4: Newbie

Received S21 on 27/03, went through trade in tools checks, everything fine IMI put in, accepted and trade in approved. Would have thought returns bag would be included in new phone delivery, but no, online chat told me it would follow within next 7 days.

Well today I get threatening text saying discount will not be applied unless I return phone in next 48 hours!

Contacted trade in team and advised this is a common problem, trade in tool not working, it will be up and running by Friday, checked my IMI number and phone has not gone through checks!


So now I have to swap SIM back to old phone , download MY Vodafone App and go through checks again, meanwhile my account showing new plan charges, without the trade in.

I've been with you 20+ years Vodafone, this is just crap customer service, taking advantage of the walk in stores being shut!