Sim to Esim swap taken 5 days and still not working

[rickt1]

Hi

I have an Iphone 14 Pro Max and decided to swap from sim to esim online. This was last Saturday evening and now 5 days later after calling the help line each day I am still without calls and texts. Each day they have said they have done something and it will be sorted in the next 24 hours but nothing seems to be happening. I need to be able to make calls and texts this is a basic function that you should not be without. I know regret my decision to move from physical to esim. 

[rickt1]

Still here and still waiting it will soon be 3 weeks without service. The promised sim card hasn't arrived so i requested one sent out via courier even if I had to pay for it but they have said no but I can go to any Vodafone shop to pick one up which doesn't help as I am disabled and will struggle to get to the nearest shop which is almost 20 miles away, hopefully the sim card will finally turn up.

[Gemma]

@rickt1 - I'm disappointed to hear that this is still ongoing and isn't resolved. I'm sorry for how long it's taking. I can see you've mentioned you've already reached out to my team through Facebook. I can't see your name on your Community profile, so haven't been able to search for your post. 

So that we can find out what's happening with the SIM, please can you reach out to us again through Social Media. 

[rickt1]

Have been using the social media team and they sent me out a sim via DPD got to me in one day(great service) but when i do the sim swap via the form i get an email telling me it is not registered to my account and to go in store to get it sorted (the person i was dealing with gave me the Vodafone 24 hours message when it has already said it has failed). Tomorrow it will be 3 weeks without phone and text service.

I have to say everyone i have dealt with have tried to be very helpful it seems to be that the Vodafone IT system that manages everything is very poor.

[rickt1]

Well I managed to get to a Vodafone shop yesterday and all seemed good initially but when she tried the sim swap it turned out that when a sim was sent to me an ordered was open but not closed after it was sent so she could do nothing except raise it with the team that ban close the orders and said to me it would take yes you guessed it 24 to 48 hours (it was one of these teams that failed to close my esim swap order for well over a week). Like i said before the customer service teams are very helpful as far as they can go its when you have to go beyond them the problem starts..Its now over 3 weeks with no service surely this breaches some service agreement somewhere.

[rickt1]

Yes its now 4 weeks without service I went back to the Vodafone shop yesterday to find out if they can help me and they said they have been trying for a week to try to get an open order cancelled but are being ignored (so what chance to I have) they are going to escalate higher and have given me a sim that they say will come online once they have got the order closed and done their stuff. To couple that i received a sim in the post a couple days ago which again failed to work so Vodafone have sent me a total of three new sims that have failed the sim swap.

[rickt1]

The Vodafone shop have emailed me saying they have taken it as far as they can so they are putting in a complaint on my behalf hoping that will get everything sorted I wont hold my breath.

[rickt1]

Dorchester Vodafone have raised a complaint for me and the complaints department have just phoned the problem has been caused by the order I placed for the Apple watch Ultra still being shown as open but they have to go to yet another department to close it could be to they said or it could be  Monday (don't know what is happening on the three intervening days office party maybe) if I have heard nothing by end of play tomorrow i will be investigating other networks with a view to terminating my Vodafone contract. Also who are these back office people and why do they take so long to sort anything out.

[rickt1]

Well just over 5 weeks now and waiting for Vodafone to contact me Monday to see if they will be fixing my fault anytime soon. To add insult to injury they have now emailed me to say my bill will be going up by the £7 for one call even though i cannot make any calls.

[Amanda]

Thanks for reaching out to us again @rickt1 - I'm very disappointed to hear you're still not sorted with this. 

Please reply back to our last Facebook message (dated 7 December), so we can help further. 

[rickt1]

Finally, my phone is working A Thanks goes out to Dorchester Vodafone shop who registered my complaint for me after that the complaints team were able to sort things out (they seem to be the only ones who can pressure the back-office team to sort things out). Now just have to get my Apple ultra to work with my phone, the Facebook team put in a sim swap order for it and now that is stuck open and we have to wait for back office to do something again, oh well at least my phone weeks after 5 weeks Yay.