Vodafone NUC problems

rawfoodjunkie

Help please!! I'm 63 and not very technically minded. I need help getting unlock code for my Nokia C3-00. I was with Vodafone on Pay As You Go until a couple of weeks ago. The phone was purchased a couple of years ago from a Vodafone shop with their PAYG sim. I have changed over to Virgin Mobile pay monthly but neither Carphone Warehouse or the local Vodafone shop can manage to unlock my phone. The Vodafone shop sent a request through for me to nucresolutions at vodafone saying it would probably take up to 7 days to get the code.Today I received a reply by email from nucresolutions saying:
We are unable to view your account details for the mobile number: 07900****** in our database. In that instance we will not be able to process the unlock request for your handset. Kindly contact your service provider or account manager to process this unlock request.
Date: 3/26/2013 10:55:45 PM
To: nucresolutions@help.vodafone.co.uk
Subject: Unlock Code Request Form

What do I do now?

Vodafone

Hi rawfoodjunkie,

Of course we can help get this sorted!

To enable me to get matters looked into could you email me with your details via the link in our profile here?

All you need to do is copy and paste the link into your web browser and it will take you to the Contact us form on our website.

To ensure that it reaches me could you also quote the code WRT135 - MSE in the subject line and once our automated reply arrives update the thread with your email reference number and I'll get back to you as soon as possible?

Kind regards,

Jenny
Web Relations Team
Vodafone UK

mrshomersimpson

Just to add my 2 cents worth here

I have had NOTHING but problem after problem with this company.

Been trying to get my Iphone4s unlocked now for 4 weeks.

NIGHTMARE from start to finish.

Firstly i was incorrectly told for 2 weeks that I couldn't unlock so i went to apple who told me this was nonsense and i had to get it in writing. Apple even emailed their customer services department.

Then when i submitted the form for the unlock code, vodafone put me on some tarrif i didnt even ask for! so NUC came back and told me i had no money on the account. Raging at this point i recontacted management at vodafone. They admitted their catalogue of errors ( which i have in writing). Then refunded the 20 quid. Problem was i then had to re apply for the code.

NIGHTMARE. This is me now on week 4 of waiting. Status is as of today they have charged me for the code ie taken the 19.99 off my credit and im now having to wait until they email me.

I just want my phone unlocked but i have had nothing but a catalogue of errors. I dont know what il do this time if they comeback again and say something went wrong. I am completely devastated by this whole process

Vodafone

Hi mrshomersimpson,

I'm sorry to see how unhappy you are with the level of service you've received recently.

If you'd like any further help with things could you email me as per the details posted previously in the thread?

Kind regards,

Lee

Web Relations

Vodafone UK

DRHopkins

Good Morning,

It's not great when you have to name and shame Vodafone on a external website but ...
I'm a Vodafone customer (and a £+100 one at that) trying to get a iPhone4S unlocked. The iPhone was bought from a work colleague, its out of contract with Vodafone, i'm in contract with Vodafone - how hard could it be?
I get a case logged via the NUC (#5633268) and things seem to be proceeding .. I then get an email sent to me as follows;

Dear Customer,
We are unable to verify your email address with our records as it is not updated in our database. Also, the IMEI number provided by you does not match with our records and in that case we will not be able to process your request. To update these details and process the unlock request, kindly contact the Helpline by calling 191 from your mobile phone or 08700 700191 (Vodafone contract) or 08700 776655 (Vodafone Pay as you Talk) from a landline.

Which is surprising as the email arrived to the email they couldn't find - how else would it get to me and the IMEI number is correct - yes it's not on my account but neither is my existing phone i'm using - I swap phones to try out new Voda. handsets for work - a bit rich!

I rang to complain and was told all the details were correct but to 'try again' and submit a new NUC form ... (#5649440) ... done.

Come on Vodafone! I'm not asking the earth, I pay heavily each month and no-one seems to know or care how to unlock the phone in question as i'm entitled to do.

Frustrated and awaiting some form of meaningful response please

Kind Regards

DRHopkins

Vodafone

Hi DRHopkins,

Thanks for making me aware of this.

Under normal circumstances we'd only arrange for an iPhone to be unlocked following a request from the original owner who we'd supplied the phone.

To enable me to get things looked into further, could you email me with your details via the link in our profile here?

All you need to do is copy and paste the link into your web browser and it'll take you to the Contact us form on our website. To make sure it reaches me could you also quote the code WRT135 - MSE in the subject line?

Once sent you'll receive an automated reply with a reference number. So I can make sure I've got it could you update the thread with this and I'll get back to you as soon as possible?

Kind regards,

Lee

Web Relations

Vodafone UK

DRHopkins

Thanks Lee, The reference number is WRT135 - MSE [#5661852]
Thanks David

Vodafone

Hi David,

Thanks for coming back to me.

I've received your email and will get back to you as soon as possible.

Kind regards,

Lee

Web Relations

Vodafone UK

tuck8r

Hi, im having problems with getting my unlock code
The fee of £19.99 has been taken from my balance for payment but the NUC department has sent repeated emails saying they still need payment for code.
I have rang the helpline & they have confirmed payment has been received, but just said to email NUC department with time & date of payment, which gets same reply... please help as im getting nowhere fast..
Thanks
Wayne

Vodafone

Hi Wayne,

Thanks for making me aware of this.

So I can help you further, could you email me as per the contact details provided in post twenty-seven above?

Kind regards,

Lee

Web Relations

Vodafone UK