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sim swap

pdc3030
2: Seeker
2: Seeker

‎30-09-2021 06:03 AM

bought new phones and plans (upgrades) 22nd sept they arrived, went on to chat to swap the old number over to new sim my hubby activated with in 4 hours

mine was put on hold then was open then was cancelled then was in processing  and reprocessing have spoke to over 11  different folk been on chat and calls for over 15h the plan that came with my upgrade has also not been activated 

was told at 1 point that the offer i got when buying the phone is no longer avaliable then went to care tech team yes will be sorted with in 24h spoke to care team they said yes i will get the plan

i also asked for good will gesture offered me £15 this has also not been added to account

since then another 4 days have passed i have tried to start complaints with them and have spoken to CISAS ( did inform vodaphone this in tuesday that i was going down this road ) but i need a deadlock letter

yet again i cant get anywhere apart from now i dont wait 24h i have to wait 48h

8 days later and still no swap so no texts or calls still taking payment for bills

banging my head against a brick wall would be less pain full husband been with vodafone for over 20 years and me 12!!! HELP PLEASE!!!

 

 

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4 REPLIES 4

AnnS
17: Community Champion
17: Community Champion

‎30-09-2021 08:29 AM

Hi @pdc3030 

 

If this was an upgrade and not a new number, providing the SIM fitted the new phone you would be able to continue to use the same SIM card.  If you have been sent a new blank numberless SIM, you can do the swap here: SIM swap 

 

As far as the credit is concerned, as your bill for this month has already been generated, this will be on the following or subsequent bill.

 

I would give the Social Team a go at sorting this out for you, they can be contacted through social channels here: Contact the Social Team 

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pdc3030
2: Seeker
2: Seeker
In response to AnnS

‎30-09-2021 08:38 AM

thanks for your reply

we got new numbers with the sims and done a sim swap for our old numbers my husband worked 

mine hasnt

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AnnS
17: Community Champion
17: Community Champion
In response to pdc3030

‎30-09-2021 08:55 AM - edited ‎30-09-2021 08:57 AM

That makes it more complicated @pdc3030 and will be the reason the SIM swap does not work but not sure of the reason your Husbands worked.  It would also be worth just making sure your Husband has the one number on his account.

 

If you have new numbers for the contracts the old contract will need to be cancelled.  The quickest way to do this is to port the old number out to any other network and port back in on the new contract.  You can get a PAC by text here: Cancel Account .  Alternatively, the previous number can be moved to PAYG to enable you to transfer the number to the new contract but takes 30 days to complete the move,

 

Send the Social Team a DM through Twitter or Facebook they will have all the necessary account access and will be able to advise accordingly.  Don't forget the link to the thread, the last thing you need is having to repeat everything.

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pdc3030
2: Seeker
2: Seeker
In response to AnnS

‎30-09-2021 09:03 AM

thanks the new numbers were on our account so we had  router no. and 4 mobile numbers

the two new numbers have been removed and my old number with the old plan along with my husbands old number along with his new plan are on the account now but my number is not registered on the network when i try making calls

emergency only very frustratiing

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