"Upgrade" via Samsung Mobile Shop & Vodafone turns into Nightmare

[pmcg11]

We have a "business" account with 2 numbers, sim only, Out of Contract.

Recently did an "Upgrade" via Samsung Mobile Shop and Vodafone on both numbers, one at a time.

Expected the existing account to be upgraded (we checked the box and supplied the numbers) but we have received new SIMs, Numbers and 2 x new contracts.

So we had 1 x Account, 2 x numbers.

Now we have 3 x Accounts and 4 numbers!

Spent hours on telephone today trying to get these switched across but the foreign folks in the call centre could not grasp what we were asking!

Finally decided returning the phones is the easiest option.

Anyone know of anyway we can keep the existing deal but get them on our old numbers and ideally (not essential) the old account?

Have to say the customer service is terrible and for that reason I'm thinking simply cancelling the new ones (never opened) and jumping ship is the way forward.

[BandOfBrothers]

You should have a cooling off period to close down the accounts that have been created and start again @pmcg11 

If you've spoken with customer services on 191 and Live Chat then try the Vodafone Social Media Teams via Facebook Messenger or Twitter DM > Contact-us-for-account-specific-queries. 

Link back to your thread here including your username so your not having to repeat yourself.

Other options maybe >

Moving old vodafone number onto new Vodafone Contract.
There are two avenues this can be achieved

First way is to Cancel the old contract and ask for the number to be moved to Vodafone Pay As You Go.  

The mobile number will be arrsnged to be moved to Pay As You Go after a period of 30 days.  You will then receive a brand new PAYG SIM card to activate, and top up the minimal amount to get everthing activated on the Vodafone network.  

You will then be able to transfer the mobile number to the new contract you've set up.

The second option is to ask Vodafone for a PAC to move the old number to an alternative Uk Mobile network and then use the sim card as Pay As You Go on the other alternative network and then when all is running as it should with your mobile number ask for a PAC to move the mobile number onto the new contract that's been set up.

It's a few hoops to jump through and can seem daunting at first but should be seamless if followed correctly

[AnnS]

I have been having a few thoughts about this @pmcg11 and being a business account it's a difficult one for sure and something Vodafone Business should be able to give the best advise.

Assuming the new Samsung contracts are not in the name of the company, one method I have thought of is to complete a transfer of ownership for the business accounts to consumer and follow the process explained by @BandOfBrothers by using a PAC to move the numbers out and back in or transferring temporarily to PAYG and move the numbers to the new contracts followed by completing a further change of ownership to move the contracts from consumer to business.

However, not the simplest of moves, the easiest thing would be to return the Samsung contracts and negotiate a deal direct with Vodafone for the company accounts.

Perhaps someone will reply with a better solution for you.

[pmcg11]

Many thanks for the feedback.

Thing is they should never have created the 2 x new accounts!

One of them is for someone who is not at the address, heaven knows how they managed to clear the credit check.

I called 191 from my mobile but the service was just shocking, they simply could not understand the problem.

Kept asking to speak to someone in the Business team but just got passed around.

Going to just return them to Samsung and cancel the new accounts.

Think this is the final straw that will switch us away, should have been so simple but even then surely someone should have been able to look and offer a "solution".

[BandOfBrothers]

Certainly some confusion along the process has happened @pmcg11 

Normal Vodafone Customer Services will need the business team / business account manager to become involved.

I agree the cleanest option which i mentioned in my first reply would be to ask to cancel the new accounts and then start again.

Please take into consideration going to another network may result in loss of connection in areas you frequent along with data connection speed loss.

If I can be of any further help then please don't hesitate. Take care.  😎 

[AnnS]

As a business @pmcg11 , you can expect a call back from one of the Team to discuss the nature of your enquiry and have direct contact with your Business Manager from the Business Contact Us page here Business Contact Us 

Probably the question you are asking is not one of the easiest for them to offer a solution, but Vodafone may be able to look at the line rental charges you are currently paying and look at giving you a loyalty discount of some sort.  Certainly no harm asking.

[pmcg11]

Thanks.

Have now requested PAC codes.

Will see if they call, not at all bothered about VF coverage as it is patchy at best.

A simple call to say, "hey we've upgraded your numbers to the new phones" but sadly I think not as the persons on the phone could not comprehend the problem they [Samsung Mobile Shop Vodafone] had allowed to happen. #We wanted to #upgrade

[pmcg11]

Just tried the Online chat thing linked to previous.

Agent advised "the system" wont allow the transfer of existing numbers to another contract.

That old one, "computer says", "the system"!

Offered me to "upgrade" our old numbers to new contract.

Or transfer old numbers to PAYG as described previous, wait the 30 days then transfer these to the new account.

No wonder customers lose it on the phone with Customer Service folks, all of above seems like it was designed to [Removed] people off.

[MOD EDIT: This post has been edited to remove off inappropriate content please see Community Guidelines]

[AnnS]

The solution is to use the PAC's you have been given, port out to any other network as PAYG and port back in on the new third party contracts.  Does the job and a maximum of 48 hours later you have the numbers you want to keep on the new third party deals.

If you go this route start the process after the bank holiday, preferably at the beginning of a working week, numbers don't port on any network over a weekend or bank holiday.

[pmcg11]

Thanks, that is a very interesting option.

I don't understand though why with VF I'd have to wait this 30 days that they mentioned but not via this route?

Also how can I then "port" the number into the new account as these already have numbers assigned to them?

If it would work it would not be end of the world to get a couple of payg sims on unlimited from another carrier, guess these are maybe £20 at most.

I just did a quick Excel check on our new deal against what we have/had and it looks so good I'd be very keen to make it work.

We pay around £150pa for current sim only, phones if we bought them (S22 Ultra) would have been £1249 so total cost over 24 months would be £1549.

New deal even with adding in 2 x CPI increases of 15% costs a total £1210, added bonus of £300 Samsung cashback so at £910 over 24 months does seem quite good.