Voicemail issues

[Geko356]

Hi, hopefully someone can help me.? I’ve been with Vodafone for about a month and am using an iPhone ES. I have yet to receive a direct call. All my incoming calls seem to go straight to voicemail despite me constantly re-seething the voicemail option. If I turn my voicemail off completely the phone becomes completely unobtainable/uncontactable I can’t seem to get hold of anyone to talk to. The Vodaphone tech support seems non existent. I can’t even get online support as it just keeps crashing. I am really disappointed with the service so far. Please, can someone tell me who I need to contact and how I contact them?

Thank you.

[Jack]

Hi @Geko356 How odd! Do the people calling you get any error messages at all? I'd recommend popping our social media team a message here so that we can run some more troubleshooting with you.

[Geko356]

Thanks Jack but they will only ever get my voicemail or, if I switch voicemail off altogether, nothing. No ringtone just silence. I spoke to the Tech team this morning who got me to run a couple of commands to deactivate my voicemail but they couldn’t solve it. All they did was pass me from one team to another. In the end I spoke to four different people over a 90min phone conversation. The last person I spoke to was not in the tech team but was really sympathetic and tried to help as much as possible. He’s sending me a new Sim Card.  I did read on here a person with a similar problem found that was down to a porting issue?

[Tash]

@Geko356 Thanks for updating us - please let us know how you get on when you receive your new SIM. If you find you're getting the same issues with receiving calls, please drop us a message through the link @Jack has provided and we'll get to the bottom of this for you 👍 If you reach out to us through Social Media, please include your Community username and a link to your post from here, and you won't need to write your query out again. 

[donnyguy]

Did you port a number in with you by any chance? Could it be related to a number port issue?

[Geko356]

I had a work phone that was with Vodafone and wanted to keep my phone number, so I guess it was ported across to a new sim?

[Geko356]

Thanks @Tash,

unfortunately, I’ve still not received the replacement SIM, so unable to see if it’s solved the problem.  Who do I need to contact to chase this up or seek another replacement.? 

This may seem simple and straight forward request to you but as a Vodafone customer it’s driving me nuts as I can’t seem to get hold of anyone that can provide this service?

Thanks.

[hannahvghk]

I am having the exact same issue. I have a new SE (only 2 weeks old) and all my incoming calls from numbers outside my contacts list are going straight to VM. I have spent hours on the phone with Apple support but they can not find an issue and suggested I get in touch with Vodafone. This is driving me crazy too... can someone from Vodafone help to resolve the issue? My old SE did not have this problem.

[Geko356]

Hi,

Very sorry to hear you have the same issue. I’ve spent several hour talking to Vodafone and they still haven’t got a solution.  I was promised a new SIM card last Thursday but nothing has arrived. I wouldn’t mind if I could talk to someone about it but it takes days. I’ve been booking  tech team appointments but they have to ring my home number as my mobile just goes to voicemail.

Try closing your voicemail altogether with 1210 and then ring your mobile to see what happens?

I really hope someone from tech support can help us with this problem? At the moment all I want to do is move to another provider!

[Geko356]

Four more appointments with the tech team and still no resolution to my voicemail problems. I’ve been promised several new SIM cards to see if that solves the issue but none have yet to arrive. I was promised that the porting team would also try to solve the problem and that my phone might need reactivation. Guess what I’m still waiting! I have another appointment booked tomorrow morning but the lack of action on Vodafone’s part is just staggering. Rarely have I experienced such bad customer service form a major company of this size. My only remaining option is to cancel my contract and move to another provider that is able to provide a working  and contactable mobile phone.

[Evie]

Hey @hannahvghk - I can see you've said that it's non-contacts that aren't able to get through to you, have you tried checking these settings? Settings > Do not disturb > If this is enabled and you have 'Allow Calls from' set to only contacts then non-contacts will not be able to reach you.

@Geko356 I'm really sorry to hear you're still having these issues, if you have dropped us a message on Facebook and Twitter please pass over the handle you used to message us and I'll make sure it gets picked up 😊

[hannahvghk]

Hi thanks for the suggestion but yes between Vodafone and Apple help desks we've tried every setting. Its still not working. I'm at a loss as to what to do. Vodafone say its an Apple hardware problem and Apple say its a network problem.....

[Geko356]

Hi @evie

The tech team have tried everything. There seems to be some consensus that it’s a porting issue but I can’t get hold of anyone that can help. I’ve made two more appointments with the tech team but they’ve failed to call me on both occasions.

[hannahvghk]

That’s not good customer service. I’m surprised they’ve not got black but maybe they just don’t know how to fix the issue so are avoiding that conversation. 

[Evie]

I understand how important it is to get this resolved for you both @hannahvghk @Geko356 - If you haven't already, please get in contact with us on Facebook or Twitter via the link I've provided above and we can get this investigated further.

[hannahvghk]

Evie sorry I don’t have Facebook or twitter so am not able to contact as you suggest....is there another option.. 

[Josh]

@hannahvghk In this case the best way to get in contact, would be via 191 or Live Chat

[Geko356]

The replacement sim has finally arrived after a two week wait. I promptly installed it and moved the number across hoping that all my problems would be solved. Unfortunately, they weren’t. To see if it was phone/hardware related I also swapped the sim to an old iPhone 6s and still won’t come off voicemail. Just to reiterate I did not have this problem when the number was with my company account, it’s only since it’s been moved across to a private account (both were with Vodafone). Somebody please tell me how I solve this?

[Geko356]

I finally have a solution!!!

My thanks go out to Jamie from the tech team in Norwich for solving the problem. Apparently, temporary disconnection and then reconnection to the Vodafone network solves lots of glitchy problems and I did.

I actually heard my phone ring for the first time today and it reminded me of hearing the cry of my first born. 

All is now well with the world!

Thank you Jamie.