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spotify - only chargable options

2: Seeker

i got a red value bundle which comes with 24 months entertainment, the link came and inclusive spotify was there but had to wait for my premium subscritption to end... went back when on spotify free and had no inclusive entertainment options just £9.99/month spotify or £4.99 sky sports. numerous calls and live chats to customer service absolutely no help just keep saying they will reset the entertainment pack sending me the link over and over again and promising it will be on tomorrow for well over a week now... anyone else had these problems or got sorted?

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40 REPLIES
16: Advanced member

Hi there

 

We have seen similar posts on here about the issue of Spotify not showing up as one of the Entertainment pack options.  You will need to either call up again or use LiveChat - in the other cases they have been able to resolve the issue.  If they can't, ask them to escalate your problem which should hopefully get the problem fixed. 

PWIAC

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17: Community Champion

Hi @TOMARMSON574

 

 

I'm not surprised your frustrated and confused over your situation. 

 

It does seem from past posts thst the likes of Spotify can sometimes be a mine field

 

This eforum is owned and monitored by Vodafone U.K. We have members of the Vodafone Tech Team who are available to respond and Help where they can. They have the Vodafone logo next to their name. All posts are read by them.
 
Hang in there and I'm sure they'll be in touch. 

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17: Community Champion

Hi @TOMARMSON574

 

To enable you to opt into the subscription which comes with your contract, you are going to need to cancel your current Spotify subscription.  You can find how to cancel by visiting the cancellation page on the support link below.

 

Support - Spotify

 

As soon as you have cancelled the running subscription, you will need to text entertainment to 97613 for Vodafone to send the text to enable you to opt in.  Please be aware that the current subscription will continue until it reaches the time for renewal later in the month and you won't be able to opt into the new subscription during that time.

 

If you continue to have problems, please use Live Chat for account access.

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Moderator (Retired)

Hi @TOMARMSON574

 

I understand your worry at this. 

 

The information given by @AnnS is spot on. 

Have you text 97613 to opt in?

 

Louise

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2: Seeker
No not solved! I have done all this and still not working and people are still lying saying it will be sorted in 24 hours! Still chargeable options only after they send another link through... WiFi off 4g signed out of all sessions of Spotify free and Facebook not even got apps on phone and cleared browser nothing works!
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2: Seeker
Will they 11th phone call or live chat finally work? Probably not
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Moderator (Retired)

Hello @TOMARMSON574

 

I understand your frustration. I am going to send you a Private Message with further help on this. 

 

Louise

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11: Established

I share your frustrations @TOMARMSON574, I joined Vodafone back in April and it took me about two months to get my Spotify account sorted, it took several phone calls to the Vodafone to resolve this but eventually it was resolved.

 

Note I didn't have to close my old Spotify account, it was upgraded. I don't know what was done apart from it was Vodafone who resolved it.

 

I hope you get yours resolved.

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2: Seeker

Hello

 

I have this exact problem.   I joined a couple of weeks ago, and cannot activiate the 12 months free entertainment offer.   Only the chargable options are available. 

 

It really does seem hopeless to get the problem resolved.  Vodafone is a really bizarre company to deal with.  To resolve an issue you have to deal with them interactively, that is, you have to phone them or use live chat.  So, if the person on the other end of the phone or live chat doesn't have the systems or the training to help you there and then, then your problem does not get resolved.  

 

What I would like to do, is just send a simple email, that states that facts and ask for it please to be resolved.  Then the complany can deal with that email by telling me they have received it and that they will endeavour to resolve.  They can then take the the appropriate time, then email me back with the resolution.  That would be normal.  

 

But I can't, there is no email address,  I have to phone or live chat and get frustrated and take up hours of everybodies time.

 

I have just phoned yet again, I got the same story after explaining the same problem, and I have been left with the same feeling of no confidence.  we'll see.    I think I am just going to have to write a letter and put it in the post to get a response, which is bizarre for a technology company.

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16: Advanced member

expectingtofly wrote:

What I would like to do, is just send a simple email, that states that facts and ask for it please to be resolved.  Then the complany can deal with that email by telling me they have received it and that they will endeavour to resolve.  They can then take the the appropriate time, then email me back with the resolution.  That would be normal.  

 

But I can't, there is no email address,  I have to phone or live chat and get frustrated and take up hours of everybodies time.


Unfortunately there is no email address.  Firstly, it is not a secure method of transmitting account details in order for the customer service person to access the account.  Then, if the person sending the email doesn't provide enough detail, there can be lots of emails back and forth to try get to the bottom of the issue.  If the average response time to an email is 48 hours, it could literally take weeks to sort out something that could be done in minutes over the phone. 

 

Also, having a publicly available email address results in loads of spam.

 

That all being said, an issue like yours should be resolved quickly either over the phone or via LiveChat but I am not sure why it hasn't been.  Have you tried any of the suggestions in this thread?

PWIAC

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2: Seeker

drey_p wrote:

 

That all being said, an issue like yours should be resolved quickly either over the phone or via LiveChat but I am not sure why it hasn't been.  Have you tried any of the suggestions in this thread?


 Yes, I have tried all suggestions

 

I am in the same dystopian nightmare as  @TOMARMSON574 . where you contact vodafone, they forward you to the "tech team" where somebody listens to your problem (that you have explained many times) they say " I see the problem it will be fixed in 24 hours or 15 minutes or 72 hours ( delete as applicable )" whatever length of time means you won't stay on the phone.  You then hang up with the empty feeling that it will never be resolved.  That is why I would like to send a traceable message that somebody can reply to.  Your description of a lengthy exchange of emails sounds very appealling right now, even if it takes weeks!   

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11: Established
@expectingtofly pretty much sums up my feeling of Vodafone, they are by far the worst mobile phone company I've dealt with. I'm not saying others are perfect, far from it, but the fact that you know you will need to ring back up and speak to someone and explain it all again is too frustrating!
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2: Seeker

@jonspittle  Yes I agree, they have something fundamental missing from their processes.  I think it the fact that nobody will take responsability for a problem beyond the length of a phone call or chat.  Other companies (as you say, although not perfect) at least have that.  Most other companies have this kind of thing in their processes : They'll say " I can't fix your problem right now, but we will call you back on ......  to give you an update".  Vodafone's employees just don't seem to have that capability in their processes.  Which makes it very very frustrating for thier customers.

 

 

For what its worth, (in case anyone from vodafone monitors this forum) this is my problem.   I signed up for this 12GB Red Value Bundle that included 12 months free entertainment (spotify, Now Tv, Sky sports) (originally I was charged the wrong amount, but that's another painful story)

When I follow the link in the text confirming the offer or go to http://offers.vodafone.co.uk/gb, the option is not there to sign up, I only get 2 of the 3 options and they are both chargable :

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Moderator (Retired)

Hi @expectingtofly

 

I understand your frustration. 

I'm going to send you a Private Message with further help on this. 

 

Louise

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2: Seeker

Hi I've got similar problems with the Spotify subscription. The correct Spotify Offer is there to choose for subscription, but I can't get it to work. What I want to know is the exact steps to sort this out, as the chat and phone get you nowhere.

 

I have an existing Spotify premium subscription, so I do I need to cancel this, before triggering the Vodafone subscription? If I cancel it, do I need to wait for the end date of my subscription to pass before triggering it?

 

Thanks

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2: Seeker

Hi @Paul-w99

 

According to the Vodafone FAQ :

http://support.vodafone.co.uk/Offers-and-rewards/Spotify/38910175/What-if-I-m-already-a-Spotify-Prem...

 

You need to cancel your current subscription and wait until it becuomes a free account again.

 

However, be warned, that is what I did and it was the beginning of my tale of woe (still not resolved), as when my spotify account expired and I was ready to follow their process stated in the FAQ, the spotify offer could no longer be accessed.

Hopefully it will go much smoother for you

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2: Seeker
You just have to persevere with them did nothing different but have eventually got it on the 15th or 16th attempt!
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2: Seeker

Thanks to both of you for the feedback, I'll keep trying, cheers.

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1: Seeker

I am experiencing similar issues, but instead of Spotify, I am trying to sign up to Sky Sports. I have a RED bundle, and only get the chargeable options to select. From what i understood, once you sign up, you get a credit for the value of the package each month applied to your account. However, when trying to sign up, accepting the T&Cs and clicking the subscribe button, I keep getting a 'Server Error' message and that I need to sign in again. I have tried multiple times, Wifi on and off, txt Entertainment to 97613 and followed the link, had online chat send me a link, who did say it would be completely different from the ones I had already tried but was in fact the same and got the same result, 'Server Error'.

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