Upgrade issue

[Corriexhx]

Hi I upgraded my contract through CRW just over a week ago now. I was eligible on the my Vodafone app for early upgrade but I was getting the same phone but cheaper on CFW to upgrade.

After ordering my phone came the next day. It came with a new SIM card so I phoned Vodafone confused as I thought I just popped my old sim in. They then advised myself that they have no info from CFW to say that I upgraded so i sent her a picture of my invoice that came with my new phone which states on there phrase via Vodafone with my number. Which I found odd so I was transferred through to a manager who asked me to put the new sim in the new phone and see if it was the same number.

 I done this but it came up saying no service so she assured me that the sim was not activated and I could just pop my old sim in and that it may be a delay in communication from CFW and that it will definitely update on my app in the next 24 hours. I have checked my app and my plan every day and nothing has changed in fact it is still saying i am eligible for a upgrade.  I have also been keeping an eye on my bank to see if another direct debit has been set up but it hasn’t just in case I new line had been opened but on my invoice it clearly states upgrade thru Vodafone with my mobile number. 

Has anyone else had this issue as I’m unsure who to contact as Vodafone will just say they know nothing about it

[Corriexhx]

Also I have just went on the CFW website and done the test to see if I’m ok to upgrade and put all my details in my phone number and my network Vodafone and it says congratulations you can upgrade today??? Confused isn’t even the word

[BandOfBrothers]

We have seen in the past that Carphone Warehouse can be slow at updating Vodafone @Corriexhx 

I've read what you have said but it is vital that this is in fact an upgrade and not a new contract.

Carphone Warehouse Customer Services should also be able to help you as essentially your their customer now as you've gone through them with Vodafone providing the network connection and collecting payments.

Maybe also ask the Vodafone Social Media Team's via Contact-us-for-account-specific-queries. 

I wish you all the best with this. 

[Corriexhx]

Thanks

i have called carphone warehouse and they have advised that I should have inserted the new sim and I need to allow 48hrs for the transfer of number over to it as that sim holds all my new upgrade details

and that Vodafone’s process of different if u upgrade directly from them.  So I have popped the new sim in and will see how that goes. She also said if it doesn’t within 48hrs then I need to contact their connections team to do it manually. Which is a bit of a pain because now I don’t have service for 48 hrs

[BandOfBrothers]

Ok @Corriexhx 

Would you let us know how you get on please ? 

[Corriexhx]

@BandOfBrothers

 I have inserted their sim now and I will wait and see if it updates in the next 48hrs I don’t really know if it will as it’s been sitting in the box since the 2nd of feb when I received the new phone. To be honest I thought it would be a simple process.