In janurary 2020 I lost my handset and subsequently had it blacklisted via Vodafone. I was advised that should I come back into possession of the lost handset it would be a simple request to have it unblacklisted and be able to use it again.
In May 2020 upon moving to a new address I stumbled upon the lost handset while packing away all my belongings.
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Tuesday 25th May, 9:30am
On the 25th of May at around 9:30am I called Vodafone customer service for the first time to request the blacklist to be removed. I was advised that because I had brought the phone from carphone warehouse it is them who must unblacklist the handset, but how can this be the case when I blacklisted the handset directly through Vodafone? So I was sent on a huge back and forth between Vodafone and carphone warehouse. Vodafone telling me i have to do it through carphone warehouse, and carphone warehouse telling me they don't and never have had the powers to blacklist or unblacklist phones so it has to be Vodafone who does it.
I finally managed to get through to somebody at Vodafone with a bit of sense who really understood how frustrated I was by now, I can't remember his name but he agreed with me that it should just be a matter of a simple request and he then actioned this for me and requested that the blacklist be removed and advised me that I should wait up to 24 hours for this to take place and be able to use my handset once again.
Tuesday 25th May, 17:30pm, online chat
Akshit
After all the hours of back and forth between Vodafone and carphone warehouse, I wanted to make sure 100% that it had been actioned like the previous advisor told me. so I used the online chat and spoke to Akshit who advised me that it had been definitely done and he had made a new request to make absolutely sure that the request had been made and he then advised me I should wait 24 - 72 hours for my device to be unblacklisted.
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26th May, 11:30am, online chat
No name shown on chat
Had waited nearly 24 hours and still the device was still blacklisted. I asked the advisor why this was and she advised me that the request had definitely been placed and I should wait 24 - 48 hours and it would then be completed, rest assured she said!
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Friday 28th May, 9am, 16mins
Not sure of advisors name
Told me that unblacklist requests so far had been completed but hadn't been submitted, then advised me he had now submitted the request and would be unblacklisted within 24 hours
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Friday 28th May, 13:40pm, 20mins
Chris (ILS team, Vodafone uk)
Called to find out why my data speeds were so slow only to find out I have been being capped to 10mbps, on a 5g network might I add! since November 2019, asked for a plan migration to max speeds, was advised it would be done within 24 hours, so expecting it to be completed by 2pm on Saturday 29th May
Also asked him if the request for unblacklisting had definitely been submitted by the previous advisor to which he advised me it had definitely been done as the submit button was greyed out on his screen meaning he can't click submit because somebody already has. So I should just wait until the advised time was up and call back if nothing changes.
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Saturday 29th May, 8.30am, 1hr 15mins
Basmah
Has told me that every request so far had been cancelled without reason and without informing me that my request had been cancelled. She said she has now referred this to the corporate security team and that this time it will 100% be unblacklisted within 24 hours by 9am Sunday
Also advised me that plan migration would happen by 2pm
Has offered £30 compensation off of my next bill because of capping me to 10mbps
Has offered to look at compensation regarding the unblacklisting issues once the phone has been unblacklisted
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