Vodafone won't remove iPad from stolen devices blacklist

[jcsmith93voda]

My iPad was stolen in July 2019. I immediately reported it to Vodafone as stolen. The iPad was returned to me, but would no longer connect to VF mobile network, because it was on the blacklist for stolen devices. I contacted VF three separate times via the chat feature; each time, they said the bar/blacklisting was removed. Didn't work. A VF store told me to call VF tech support because only they could remove from blacklist. I called, and the VF rep's manager said the only way to deblacklist my iPad would be to call Apple, since I bought it from Apple. I said this made no sense, since I never reported to Apple that the iPad was stolen. Contacted Apple anyway, and they wouldn't handle it because I have no service contract with them.

I think it's very clear that VODAFONE has the power to deblacklist my iPad, but their defences against a customer getting customer service are impenetrable. Please help. 

[BandOfBrothers]

Having something stolen is frustrating enough @jcsmith93voda 

Then having the item blacklisted is what we are asked to do by the network's, police and insurance companies. You did the right thing.

To then get the iPad back was a stroke of good fortune to be then scuppered at the last hurdle by trying to get it unblacklisted.

The advice to approach Apple was poor as Apple as you've found out won't deal with such instances.

Give the Vodafone Social Media Team via Contact-us-for-account-specific-queries a go as they should be able to help.

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

I wish you all the best with this situation. 

🌈 Stay Safe  🌈 

[jcsmith93voda]

Thanks. I posted to Facebook, sent them a PM, and haven't had a response in over an hour.

[BandOfBrothers]

You're very welcome @jcsmith93voda 

Please take into account we are on a weekend and the Vodafone departments including the Vodafone Social Media Teams will be stretched so please do give them a little extra time to reply.

🌈 Stay Safe  🌈 

[jcsmith93voda]

Thanks, but it has been two hours now, and that's just not acceptable.

[BandOfBrothers]

They will reply @jcsmith93voda 

The Vodafone Social Media Team are dealing with lots of enquiries.

We are in unprecedented times.

I appreciate you want help ASAP.

The other option is the complaints procedure  but then again you'll have to wait for a reply.

As there is no account access via this forum either way I'm afraid you'll need to await a reply.

[jcsmith93voda]

I'm very pleased to inform that the Social Media Team has been brilliant in resolving my issue. There was some confusion, but the Team member who helped me checked "another system", which showed my iPad as blacklisted, and she removed it from the blacklist. I communicated with her over a weekend, but on Tuesday, the iPad was connecting to the Vodafone network perfectly.

Many thanks!

[AnnS]

Hi @jcsmith93voda 

If you have sent a DM through Facebook or Twitter, you should have received an automated reply, this will be a pretty good indication you are in the queue for a reply direct from the Team.

It would also be worth mentioning this is a weekend and there wouldn't be anything Vodafone would be able to do to remove the blacklisting from your ipad until the next working day.

There is also the Government's advise to companies for all employees to work from home, this means there are fewer Customer Care advisors available and it will take longer than usual to get a response.  This means you will need to be patient, there will be a queue of people ahead of you and you will receive a reply when you reach the front of the queue.