Series 4 Apple Watch Cellular doesn’t work

[Nsjmurray]

So, in typical Vodafone fashion they have come out with a new feature and product that doesn’t work at launch - in-fact it does several unannounced and unauthorised credit checks.

So I received my brand new iPhone and Apple Watch today and I have to admit, they look fantastic, after opening the iPhone box and just seeing the magnificence that is the phone I am definitely happy with my purchase.

I open up the oddly packaged watch box and start to set it up, everything is fine except for when I got to the mobile data setup section- at first it looked promising a Vodafone log-in screen, “Awesome” I thought, so I logged in and all of a sudden it was asking me to add a subscription for £5 per month.. I thought this was strange as I was already paying for the watch now you’re trying to charge me more for a subscription, I knew it seems to be a mistake so I just glanced at the terms, it seemed normal just about linking them together so it made sense, I went ahead and clicked add subscription knowing that I would just call Vodafone and explain the situation if they tried to charge me more.

Anyway, it shows me a loading screen and I’m simply waiting for it to complete the link between my devices.

After a short while it went to a blank white screen and then... what’s this... I HAVE FAILED A CREDIT CHECK AND I HAVENT BEEN CHARGED?!?!?

So not only did it fail.. Vodafone has performed a credit check, without authorisation just to link it to my existing plan that I was already credit checked on?

Good one Vodafone, will be returning the watch and the device and leaving the network for good, this is the final straw, I’ve had nothing but trouble with you for 7 years and I’ve stuck by you, but you just cannot get anything right first time, EVER.

wondering if anyone else had this happen to them.

[Cebee]

Guess what?! I have the joy of waiting another 24-48 hours.... My last call noted I had only on Friday been esculated to have this resolved... 4 weeks into the process. And the new order was only placed then... Truly unbelievable. I had to wait a month before my issue was serious enough to be dealt with by someone who might be able to help.... Only might though! Another call due back today... Anyone thing it will be fixed?

[Pjc1066]

WOW 

rang them at 05.00 this morning (started work early & had time to kill) spoke to a plesent lady who escalated the call up to engineer who after a lot of questions (that I had already been through on other calls) finally reset everything on my account (thought it was going to be another wasted call) & Wow it now works after 10 mins of putting phone down.. Only slight worry is that I now have 3 data plans showing on app (1 working & 2 not in use) I would delete those other 2 but at the moment ' if it ain't broke don't fix it'  shouts at me whenever I look at them😀

Only took 10 days of persistence calls & chats, WHY CANT THEY JUST GET IT RIGHT FROM THE START ????

[Matt123456]

Yes could happen at anytime Go to EE if you can!

So nothing has changed VF support pass you to different technical teams you get to hear Fleetwood Mac then they ask you to unpair the watch which makes no difference just like multiple times I have done it in the past, then they pass you to another technical team will take 7 days. Exactly what I went  through for two weeks when I 1st got the watch.

looks like I have to go back to CEO’s office, such a pain 

UPDATE

emailed CEO office got called next morning within 24hrs watch working again offered another £40 compensation that’s £120 in total so far.

All I can say is the directors team are friendly and have a hot line to technical team that seem to know what they are doing. Shame you have to go to the top to get the service you expect from calling 191 

[JWatch]

Can you share the email address you used please - I am totally fed up and agree - needs real escalation. Shockingly bad management here.

[Cebee]

Id really like to know how you managed to get it solved too.

I was due callback yesterday to confirm it was all resolved. .... The phone rand once and stopped (it was in my hand so saw the number) got a text a minute later saying Vodafone tried calling and will call back in 48 hours...few minutes later got another text saying they will call back in 3 days...what? So now ongoing 6 weeks...so I rang and was told they would NOW escalate it... 9 times this has happened. 3 times to super users (nonsense) the  Outcome on call was the phone was to wait 5 working days and it MIGHT get resolved... That would be 8 weeks... I asked for all records of calls and chats to be emailed... Does anybody know what we can do.? If I didn't pay my bill, which is my contract obligation, it would have consequences. Why do Vodafone have none for breaking the contract to me. They also sold me a service they can't or won't give me... Isn't this false advertising? Would ofcom  have a role.? On my call the advisor said problems with Apple watch are happening a lot!... After this long and many many years (home broadband and other family on Vodafone) I don't just want to walk away without any consequences or resolution. Any ideas or links to someone who might know how to manage such a case or share this to a wider audience... It would be appreciated.

[Thebeanie]

Do what i've done. raise a complaint. issue a resolution and if they cant sort it then ask for a deadlock letter. then take that to the ombudsman.

Make sure you do a subject access request too for account notes and  calls to vodafone. thats what I did and the ombudsman has them all now. Guarentee on the notes it will say everytime you made a call you were happy with the outcome.

[Norwichred]

The deadlock letter is the key, I think.  If you just say “I’m going to the ombudsman” it carries little weight because you can’t for eight weeks since you raised the issue.

unless you have a deadlock letter. Then you can go straight away.

so ask for one of those and they seem to panic!

[JWatch]

Will do - thanks a lot 

[Thebeanie]

For me... they werent bothered. They'd rather it go to deadlock costing them £300 (as a complaints guy told me) than pay me £25 more than what they offered + an apology letter.

[Jason32]

Call 191 and the first thing they ask have u inserted the sim in your iwatch?