My Aunt is having problems with Vodafone, can anyone advise?

19lottie82

Hello

Apologies for this fairly vague post but I was wondering if anyone could offer me a bit of advice....

My Aunt was is reasonable tech savy, for a 63 year old, got an upgrade from Vodafone 3 weeks ago. A Sony Experia, I can't remember the exact model.

She has had a blackberry for the last 2 years and a variety of mobiles before that, and also uses a laptop / wifi, so can find her way around a phone, although is not a genius.

Anyway she told me a few days ago that she could no longer make outgoing calls or text from it, so was going to the Vodafone shop to get them to fix it.

I saw her yesterday and she said that Vodafone told her that her phone was "blocked" because she had put a wrong code into it. Now she swears blind she hasn't entered or set up any codes in to it. I helped her set it up and there was nothing along those lines. So maybe she did and maybe she didn't. tho I am inclined to believe her because as I said, she is reasonably good with that kind of stuff, if her laptop or phone ever asks for something like that and she doesn't know what it is, she always calls me.

Anyway, she said that Vodafone are now telling her that the phone is "broken" and cannot be sorted in shop and must be "sent away for repair". Also when she was in they they wiped all of her numbers when they were trying to "unblock" the handset.

She brought the phone home until she could speak to me, and a few things don't sound right.

First off, if the phone was blocked because she had entered some kind of wrong code, then surely they could unblock it in the shop or over the phone by getting a PUK code? Having to send it away doesn't sound right.

And secondly, if it is "broken" then is she entitled to a replacement handset rather than a repair, as the handset is under 28 days old?

I tried to call Vodafone with her when is as at her house and they said someone would phone her back, but suprise suprise they haven't. (Over 24 hours ago)

I realise that there could be some kind of crossed wires as to what has happened but I just find it hard to belief that she could have blocked it to the point where it has to be sent away for repair.

I'm also aware that vodafone a customer service is regularly reported on here to be shocking!

Can anyone offer me any advice before we return to the Vodafone shop tomorrow?

Thanks

forgotmyname

It may have been blocked beyond what the PUK code will clear.

Phone numbers stored on the SIM or Phone or both? I store mine on both and backup a few times a year.

If its broken she is entitled to a repair or replacement. But have they put the blame on her breaking it?

Wont dial out.. What exactly happens? Blocked outgoing calls? Disabled the network or airplane mode or similar?

Or cannot even get into the phone?

19lottie82

She can still get in to the phone and the operating system she just can't make any calls apart from emergency ones (999). And yes they are saying its her fault, that she has broken it by repeatedly entering a wrong code.

I dunno it just all sounds a bit odd to me. As I said I'm inclined to believe her if she said it didn't ask her for a code.

Oh well I'm taking her to the shop in a few hours so we will see what happens.

forgotmyname

Still got the phone?

Swap the SIM and see if its a network problem.

grumbler

19lottie82 wrote: »

... they are saying its her fault, that she has broken it by repeatedly entering a wrong code.....

I am pretty sure they are talking rubbish.

Re 28 days it's a policy, not a law. Some sellers operate it, some don't.

Contacts normally get synched with the google account if she has it.

rachel6188

ask her to try again if she can make calls etc.myself and the oH are with voda and have both had issues recently and the phone also keeps disconnecting from the network. x

Buzby

I suppose 'broken' is a non technical response, but possibly not accurate. There are a number of phone locks and SIM locks and you need to find out WHICH one is causing the issue.

If the former, then the handset may well need factory resetting (but check online for the model) to confirm this put a different SIM (Voda) if the problem persists, then the handset has self-locked due to too many attempts and unlocking - all aimed at making a stolen or lost phone have any value. If not, then you need a replacement SIM only.

SIM cards that miss the correct PIN 3 three times need the PUK to clear but after 10 virtually self destruct, again a replacement SIM will sort things!

Silk

Surely if she can still get into the phone and the operating system then it has to be the sim doesn't it ???

Buzby

Different firmware has different characteristics, since we can't confirm the model (Z1 perhaps?) the levels of functionality with a locked phone are unknown, so it would be wrong to assume and get it incorrect!

Silk

Buzby wrote: »

Different firmware has different characteristics, since we can't confirm the model (Z1 perhaps?) the levels of functionality with a locked phone are unknown, so it would be wrong to assume and get it incorrect!

It's not a very good security system that locks the phone but still allows you access to the operating system and make calls :rotfl::rotfl::rotfl:

Buzby

Really?

Pretty good idea in my book - especially if it uses the opportunity to log the phone location, trap the number called and report it. Always of course assuming this forms part of hook to get a stolen phone exposed?

You'll be suggesting next the camera won't capture the picture of the unauthorised user!