Vodafone fiasco

rommy

I need your advice guys. I upgraded my contract with vodafone for another 12 months last month. Today unannounced my contract has been switched to PAYG and I am not able to make any calls, send any text or use my mobile data. I have spend long time with customer service over the phone and none of them were able to figure out the issue. Finally they have asked me to wait 24 hours and call them back tomorrow to find out whats going on.

What I want to know what are my rights in this kind of situation? My contract has been switched off and they do not have any detail of my account in there system for now. Most frustrating part is I cannot use the service I am paying for and this is the one and only number I have got. One Muppet over the phone kept asking me for a number to contact me even when I explained to him 5 times that this is the one and only contact number I have.

I already had issue with my billing last month which I had to call many time to resolve and also I was not able to get a good upgrade deal from them and had to get it done through P4U. They do not even have a manager on duty who I can talk to. I really want to get rid of Voda now as I am paying £46 a month and this is the level of service I am getting.

Any suggestions?

rommy

Anyone? I still have got no service and again received a call from voda. But they still have got no clue and cannot figure out anything.
Shall I just ask for my PAC code and move somewhere else? I just don't want to be bit by a cancelation charge some where down the line when they finally figure out there mess?

Silk

Hi Rommy,
How do you know it was changed to PAYG rather than a faulty Sim or something ?
I take it the phone still gets incoming calls ?

rommy

Yes I can take incoming phone calls and I can call there 191 helpline which gives me all the options of PAYG user

Silk

rommy wrote: »

Yes I can take incoming phone calls and I can call there 191 helpline which gives me all the options of PAYG user

It does not mean it's been made PAYG though as lots of faults could cause that ...if Voda are saying everything is in order at their end I would ask for a replacement sim to be sent to save time ruling that out.
Meanwhile you have to give them reasonable time to solve the problem before you can leave without cost.
You will be entitled to compensation for loss of service if it's due to a fault though.

rommy

It is definitely there mistake as they have admitted it to now as they have switched me to PAYG. I did give them my request to switch to PAYG last month but afterward I was given a good upgrade deal which I accepted. For some reason there system was not updated and they have moved me to PAYG.

Now they want me to talk to sales team, apply for a new line and then get my number ported to it. :mad:

buscape

What was the deal they offered you?

Tony5101

Is there anything owing on your 'account'?
I'm assuming that you already have your "upgraded" phone?
If they've closed your account by switching you to PAYG....you might have the opportunity to keep the phone, and switch to a much cheaper contract...IYSWIM.
Not that I'm saying this is the right thing to do, as there's obviously been an error somewhere, and if you can turn it your advantage...well....

rommy

I have got a brand new S3 and I would love to keep it without paying remainder of my contract. And the most weird thing is I am the only one trying to fix this issue and still waiting for a call from one of there manager who cannot seem to get out of meeting since yesterday.

I really want to get rid of vodafone now as they have given me issue in past and now they have left me with out a line. Even if I have to return the set and move to some one else I would be happy with that as they are pathetic.

P.S: Finally they have agreed to give me £5 credit on PAYG so I can make calls. That only took them 24 hours. Wonderful isn't it?

Guys_Dad

I don't know the number to ring to top up as I am on contract, but if you are on PAYG, you should be able to get a response on that number.

If you get no response, you are not on PAYG.

Vodafone

Hi rommy,

I am sorry to hear that there has been an error when arranging your upgrade.

So that I can investigate this further and help with a resolution, could you email me via the address here with WRT135 FAO Heidi in the subject.

Many thanks,

Heidi
Web Relations Team
Vodafone UK