Upgrade issues

[Taylor-123]

Can anyone shed any light on this?  I have been with Vodafone for over 10 years and I have never had this kind of issue before.  I ordered an upgrade in the Black Friday sale, I didn't ever receive an additional email regarding the device contract.  By the time I finally got hold of someone who knew what they were talking about the deal had expired and there was nothing on offer as good.  I was told that it was an issue with the credit check...although I wasn't even getting to the point of the check. 

Anyway, I have tried to do an upgrade today and once again I did not receive the second email. Contacted Vodafone straight away to be told "oh its showing as pending, that means it hasn't gone through properly." Cue my second upgrade being cancelled. The guy on the chat offered me the same deal, we went through the questions and I finally got to the point where I can add the documents needed for the credit check. I have checked my account at the order says "This order is non-shippable" - there are no other details of what the order is for even showing...has anyone had this before?  Am I going to end up going through this whole thing again tomorrow??

[BandOfBrothers]

Something does sound like it's flagging on Vodafones systems which is hindering the upgrade @Taylor-123 

My option would be to upgrade in a Vodafone Highstreet Network Store however then the deals maybe different bit at least then it's resolved. 

If i can be of any further help please don't hesitate to ask  😎 

[AnnS]

It sounds like you have failed the credit check @Taylor-123 , for the device loan.  The credit check would have be been completed immediately when you applied for the upgrade, if you were wanting a SIM only upgrade there may not have been any problems.  You can appeal the credit check here Credit check appeal form.   There is further information here Credit Checks 

You need to check your credit file.  Don't keep applying, it will only fail again, usually you need to wait 3 months before reapplying, this gives your credit file time to recover from the original failed check.

Take a look at offers directly from the manufacturer, in the case of Apple and Samsung they have their own credit available.

[Taylor-123]

The issue is I didn't seem to be getting past the initial stage and no one can tell me anything. There is absolutely no reason that I would have a flag on my credit file. I've never missed a payment for anything, we have a mortgage, all car loans etc now paid off. When I contact Vodafone via live chat they keep asking me things like "have you recently moved house?"  "Have you recently changed bank?" It's like they can't find me despite me being a customer for 10 years.  However if checking my credit file is something I'm going to have to do for a £30 per month bill it seems pretty insane at this point. 

[Gemma]

Hi @Taylor-123 - this isn't the upgrading experience we want for you. As @AnnS has mentioned, it does sound like this is something to do with the credit check stage. We can take a look at the status of it from our side. Please send us a message on Social Media. 

[Taylor-123]

Thank you. I have sent a message and I have also noticed on the app that my direct debit is still under my maiden name - could this have been the issue? I have now amended this in the hopes that this will resolve the issue. If it doesn't I'm at a complete loss as to what the issue may be. 

[Charlotte]

If there was an inconsistency in your details, that could've been the stumbling block which prevented you from being able to proceed with the order, @Taylor-123. However, if you reach out to us on Social Media we can take a more detailed look into this for you, to determine what went wrong. 

[Taylor-123]

Thanks Charlotte, I managed to get through to the advisers last night and everything was put through so wasn't a credit issue in the end. I do think it may have been due to some old details but hopefully this has all now been rectified. Thanks for your help.

[Charlotte]

That's great to hear, @Taylor-123. Thanks for letting me know it's sorted.