Nightmare with Vodafone

soolin

Due to very poor coverage with Tesco mobile we (my family) are in the process of changing our contracts across to Vodafone. I had read the reviews on poor customer services and naively thought I would be oK. We had trouble with all 3 of the first phones to go to vodafone, usually finding we were unable to log into an online account due to various issues with the Vodafone site being down. However, after a lot of effort and chasing Vodafone on Facebook they were eventually resolved.

The fourth (and this is it, I've learnt my lesson) phone belongs to my adult son. He has had his phone now for 2 weeks, plus he has a PAC code from Tesco- simple it seems to connect the 2. Except that the website won't let him in, his vodafone number is not recognised and no one can help. The rep on facebook told him to go to a shop, the shop reset the phone, issued a new temporary sim and number and tried logging in, with no success. The shop got bored, said the website was faulty and my son needs to talk to CS.

CS say there are no issues, although they can't get him logged in either. The rep on Facebook says to keep trying, and is now ignoring him.

So my son has a phone he can't use but which he is paying a contract charge on. A PAC code from Tesco that expires soon and Vodafone say they can't sort it out for him as the system doesn't work for them either.

What now?

baby_frogmella

If Lee from Vodafone doesn't see this thread (top bloke BTW) then post on the Vodafone eforum and they'll get this sorted. Any issues I've had with VF have always been resolved by Lee or by their forum staff. Far better than their in store staff or call centre agents. Good luck!

Spark

It happened to me with my new phone, I can use it but can't register on their website, it has gone as far as the mumbai technical team who supposes to have solved the problem, but they've never arrived to repair the fault.
So now I'm going the other way, will be moving my phones to Tesco.
I sure hell hope they will be able to sort it out for you.:)

soolin

My son is going into A Vodafone shop today and is going to sit there until they can get him registered and setup the number transfer.

He also intends to try the eforum.

I just find it incredible that even Vodafone staff can't get the website to work !

Spark

I have been with them for years, and their website used to work, but then they updated the website, and since then nothing much seems to work on it, and I am absolutely fed up with it.
I don't think the staff in the shop will be able to do anything (hopefully they will), it's the faulty website that should be fixed.

Vodafone

Hi soolin,

I'm sorry to see that you and your family haven't had the best of experiences since joining us.

If you're still in need of help, 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

soolin

I've passed the info across to my son and hopefully he can contact you during his lunch break or after work. However he is really having issues now.

The lady in the shop cancelled the last SIM and contract to set up a new one, so now he doesn't have a working number, nor even know his current number, so he can't even do anything with that. The only way he found out his account number before was by texting through to a 3 digit number that then auto-replied with the account number - but can't do that if the phone doesn't allow him to send out messages."

soolin

I've spoken to my son, that is word for word what he has been told twice now by a rep on Facebook. On both occasions he used a code to email via the website- they asked for his details and never got back to him.

So seriously what now? He can't continue to pay two contracts, his Vodafone phone will not work at all and no one is able to help.

I really can't believe that a company as big as Vodafone can't actually sort this out, how much longer does he have to pay 2 contracts?

edit :Out of desperation I have just tried dialling 191 from my phone- but your service is unavailable.

Vodafone

Hi soolin,

Thanks for coming back to me.

I'm sorry to see that you're still experiencing difficulties with this.

I've received your son's email and will get back to him as soon as possible.

Kind regards,

Lee

Web Relations

Vodafone UK

soolin

He has now received another email, absolutely identical to the others- all telling him basically to go to website and port his sim there.

he has now had enough, the phone cannot make calls or send texts, he has no sim number, the website doesn't recognise his details.

We are going to look at the legal way to cancel this now as he is on a limited budget and can't afford to pay for a useless phone that even Vodafone can't get to work.

Vodafone

Hi soolin,

I did reply to son's email on Tuesday asking him when he'd be free to speak to me.

To enable me to help him further, could you ask him to get back to me as soon as possible?

Kind regards,

Lee

Web Relations

Vodafone UK